Sept 2020 Fios DVR and Guide Update

[Scott804]

This week Fios pushed out interface updates for their TV services. After nearly 3 hours in chats, I was finally told that there is no way to roll back updates once loaded and they base new update options based on posts in the forum. Below are my complaints that they will only fix with enough support on here, if you have the same issues, please mark the post. 

1. They removed the chapter function for recorded programs on the dvr (the up arrow that would allow you to move to any 10 min marker in a program).

2. The new Now and Next function causes latency when switching channels. Even after setting it to 0 seconds. 

3. They removed the ability to view a single channel lineup in the tv guide. In the past I would just hit guide a second time to see the next 5-10 shows on a single channel. 

4. Finally, I just find the prettier guide view harder to actually read and process. Not sure if it is the number of channels,  dark screen, or just that it is too busy.  Turning off the background video helped a little, but not much. 

[2poodles1]

Hate! Hate! Hate!   Let me count the ways.  The icons are too small.  The text is too small - on my 65” TV.  There is no detail about the programs without opening each.  There is annoying text on the screen when you do select a program.  No indication by color of sports, etc.  My husband and I view TV very differently and we both hate it.  Whose crappy idea was this?  I’d love to meet the test audience, but doubt there was one.  Or they are **bleep**.  

[Bea14]

This new guide is HORRENDOUS!!! It’s absolutely unreadable! I want my old guide back!!!

[Logkas]

The update is AWFUL! We (older folks) NEED the colors to differentiate shows/channels!!! It’s tiny, dull, unnecessary!!! 

[aceawesome]

I always viewed FiOS as above all the rest and a higher tier service but this guide is a set back. Sure it looks cleaner but the basic functionality isn’t there. 

the single worst ‘feature’ is the translucent guide. You can’t see Jack **bleep** through it. Bring back the picture to the top left instead of a useless generic picture. 

And my personal gripe is no more detail as to the sound Output. Am I getting stereo? Dolby Digital? 5.1? I can’t tell

[RAmy2017]

Totally agree with this complaint by the poster. FIOS - why would you roll out a terrible product. Taking away CHAPTERING is unacceptable. Why go backwards? It’s like you guys changed things around just to justify some **bleep** programmer’s salary.  My guess is that you did it because it makes it easier to scrape our viewing behaviors/preferences for resale. If you’re going to do that, at least give us UPGRADES not DOWNGRADES.  Here’s some free advice: don’t give people a reason to switch to Spectrum or whatever else. 

[AG44]

The guide is so small I can barely see the channel numbers or the station logos.  I have no idea what I’m looking for without getting up and standing next to the TV. The inability to adjust the size is an ADA violation and needs to be fixed. 

[Animalmother17]

This new update is terrible.Verizon has ruined tv watching for a lot of us.The guide is horrible.Can barley read it.Go back to the old guide.There was nothing wrong with it.

[Gdlinder]

Who thought it would be a good idea to have +30 seconds pop up on the screen when I press skip? And why does the info bar at the bottom pop up every time I skip? I know what I’m watching. Verizon has really messed up the DVR experience. It wasn’t great before but now it has the added benefit of displaying unnecessary, annoying and distracting information all over top of the show I’m trying to watch.

[Deden1]

This new guide is terrible! I hate it, too hard to read and see! Bring the old one back with all former colors!

[Plinky]

Congratulations - you have successfully made watching TV difficult.

What's the point of a DVR if I can't see a channel's programing for the upcoming week or two?  I used to be able to press the Guide button twice and quickly scroll down using the CH button.  Now how am I supposed to find new Spanish soaps for my mother?  There are more steps at take forever to process just to do a basic function.  It's not even color coded for series/movies.

Why can't you give us the option to keep the classic (functional/readable) guide and keep this guide option for those who have perfect eye sight and all of the time in the world   

[Neilss64]

Verizon, why did you ruin your FIOS TV Guide and various other set top functions in your new software upgrade? The new guide is unreadable - fonts are so small they can't be easily read on a 54" TV unless I am five feet or less from the TV. You removed programming colors that differentiated shows, movies and sports. Why? Skip, back, forward are now slower and filled with dialog and info when none is needed. Chaptering is gone. I haven't found one improvement in this upgrade. In fact, you ruined what might have been your best asset which was the usability of your guide. You ruined search and on demand some time ago. I guess you thought it was time to ruin the rest of your customers' user experience. Whoever writes your software, tests it and approves it should be fired. How could you deploy a guide that is almost unusable and for what reasons? There is no argument you can make to say it has improved readability as the font is so small, that it easier to find programming now that you removed color coding, streamlined now that every function is overloaded with unnecessary information and dialog, reduction in features, etc.. I encourage you to listen to your customers' feedback and revert back to the old software. Based on past experience I don't think this is likely. You seem to be focused on self destruction rather than improving your products and services. There is no reason for you to ruin your customer's experience.

I am seriously considering leaving you for Dish because of this and your lack of catering to your customers.

Just curious if anyone in Verizon actually beta tests your software before you deploy it? How could anyone in the company think that the new guide is an improvement? While we wait for the version 7.5 upgrade (downgrade), can you send me 4 pairs of binoculars so that we can read the channel numbers in the guide on our 65", 54", 50", 40" TVs that are all placed within their respective manufactures' recommended viewing distance for the specific size of TV? If not, I am going to have repair tickets opened tomorrow because we can not read the channel numbers in the guide from our TVs without being 5 feet away from any of our TVs. I am sure your repair techs will confirm that they too can not read the channel numbers comfortably from our seating areas.

[Bhbiggz]

Oh my God. Guide is absolute trash. Trying to hard to be xfinity. Guide is a **bleep**. Too much going on in guide. Left side channel listing is too small. Maybe make the channel ur looking at bigger. Or scrap this whole thing. Pathetic. Would take the old one back now!!

[MyOpinion1]

For some reason my guide just updated yesterday and I agree with everyone that it is horrible!!  The color is terrible, makes it hard to read, and why would you get rid of the color coding?!?!  Now I can't tell what are kids shows.  I want to be able to see the show I am watching in the left corner while I am scrolling through the guide.  Everything is so slow, not responsive, and the channel banner is too big and stays up too long.  

I liked to watch TV on FIOS because it was easy to scroll and find things to watch, but these changes erased all of that.  Now I feel like I should just get rid of the FIOS TV because there is no reason to pay so much for something that makes watching TV so difficult.  Why would you do this?  Who thought this was a good idea?  Please give us the option to revert back and you will see how many people prefer the old one.

[MichaelS7]

Completely agree with everyone! The new guide is a downgrade and missing many features that MADE ME RENEW FIOS TV because the old guide was so good. Color coding, quick browsing, tv preview in the guide, and fast speed. With over 300+ customers complaining on this forum alone, imagine how many customers really hate this!!

Verizon: you have a strong focus group (paid customers!!) telling you this is bad and we are unhappy!!

Do the right thing and revert back to the old guide or give us the option to go back. It’s so bad, I’m thinking about canceling and cord cutting and using a service like Roku. This is so disappointing and bad. Why!!??!!

[solardarren1]

The Honeymoon is over! Now Verizon is giving us less and the problems are starting. Took 3 watchings to finish a movie that only had 6 minutes left. Kept rebooting at the same place, then after getting back up (5-10 min ea time) it would have the place in the movie about 15 minutes in. I can imagine this is how Hotwire started to go bad. The old guide had colors so you could easily ID movies from shows. This is a big thumbs down.

[JCN1908]

Where is FIOS management responding to this tsunami of ocean plastic?  Address each feature change:  Why did you make it?

Call-out to ANYBODY who participated in usability testing of this junk upgrade!  Did you have to sign an NDA?

Obviously we have no leverage here, even 10x or 100x complaints beyond these few 100 gripers won't matter, even if we all up and switched or cut.  They just don't care.

I would love to see the reqmts spec for this as a development project.  How many layers of sub-contractors were involved?  No real developers left?  All went to FMAG?  Rest were too bored or only interns?

Can we try getting the mainstream TECH press to highlight this c#ap.  Peer pressure might be the only tool in the box.  And esp the folks w serious usability / disability issues applying some pressure.  Almost surely no one with millions in V stock deals with this but he/she (one?) would be the only person they might listen too.

Imagine a different world with an open source style, customizable interface where you can build you own from applets and the best few for different tastes and needs evolve to the top tier.  Might that not attract NEW customers?  I guess V is writing off the whole TV end and just concentrating on wireless and 5G.  I give the TV "push" biz only another 5 years if this is the best that they can do.

Let's call this thing THE WALLY UPDATE!

[Georgeinny]

Complaints keep pouring in do they even read this forum. This many complaints on a hard to reach pain in the butt forum says something!!

I love idea of getting some TECH writers to review this unbelievably tortuous system.

George in NY

[FWEhr]

More notes on the dumpster fire that is this new STB software. [context: STB = VMS1100]

1. Response times to button pushes are usually twice as long as previous release.

2. Pushing the round green OK (for example to see remaining time on a recorded program) sometimes performs the STOP (black square) action instead. I kid you not.

3. Popup displays obscure more of the actual program (about 40%) and now are littered with absolutely useless content.

a. Attachment "Verizon STB blunder-1" is result of pressing OK. Is the Verizon brain trust unaware that this STB has a full-function remote, with dedicated keys for CC, Pause, etc? Or that the other actions displayed are rarely used? And don't insult me with "See what's on" when I'm viewing a program I decided to record.

b. Pressing Info key gives this junky display (Verizon STB blunder-2): At least part of program title is displayed (unlike in (a)), but then upcoming programs on same channel. Hello! I know how to use my Favorites button.

My takeaway:

- UI/UX testing: None

- Performance metrics and conformance: None

- Respect for customers: Hah.

[dmc-mdc]

This update is terrible.  Change it back please. 

[ArlDave]

I agree with the negative feedback on the new software. It really seems to be inferior to the old guide in every way. I can't imagine why Verizon would spend money to degrade our service like this. Please change back! 

[mfidelman1]

For what it's worth, I find myself using the FIOS smartphone app, as a remote control, a lot more.