Slow Set Top Box Responses New Fios Quantum Box

[jvmendoza]

Just wondering how many out there have experienced slow response times from the remote to the new Quantum settop boxs. Is this a known bug and will there be a patch anytime soon? 

[tns2]

IN general the reponses are not slow.  Occassionally it might get busy and be slow for a few seconds.  And downloading guide data more then a week out is slow.

Look for other problems.  One make sure you turned off all the wasteful promotion options.  Two make sure your are not getting signal interference from you TV screen.

[Amopower]

No i disagree TNS_2, the responses are generally slow for certain functions. For example, clicking the record button on  a show - 10 second wait. Just about anything having to do with recordign a show, exiting the setting of the recording, you wait at least 10 seconds, sometimes more. This is consistent. its not like it happens when they are having "slow" times due to traffic, this is always. It's very aggravating and needs addressed immediately. I'm paying almost $200 a month for this and expect much better.

[Justin46]

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@Amopower wrote:

No i disagree TNS_2, the responses are generally slow for certain functions. For example, clicking the record button on  a show - 10 second wait. Just about anything having to do with recordign a show, exiting the setting of the recording, you wait at least 10 seconds, sometimes more. This is consistent. its not like it happens when they are having "slow" times due to traffic, this is always. It's very aggravating and needs addressed immediately. I'm paying almost $200 a month for this and expect much better.

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Not everybody sees what you are seeing. Yes there are certainly some that do, but not really that many or the Forums would be completely overwhelmed with complaints instead of the occasional few. I for example do not see ANY of what you describe, I typically see 1 to 2 seconds for any of those functions; just did a quick test, somewhere between 1 and 2 seconds to schedule a program to record. I tested this on the VMS itself, but when I request to schedule a recording from an IPC client I see no more than 2-3 seconds.  I also requested to record a program via the internet this afternoon from a remote location, came back scheduled within about 3-4 seconds, perfectly acceptable to me.

Verizon has made significant improvements since Quantum TV first became available, delivering limited new function and fixing problems. I received my system in early April to replace my existing QIP7232 and some QIP7100-P2 STBs, Verizon has delivered I believe 4 updates to the software since then, and each has improved the performance of the system. I have no idea when the next release will occur, but hopefully in Oct. since they have been delivering updates nearly every month, and I would expect additional improvements whenever the next software level is delivered.

I suggest you try turning the VMS off and unplugging it, then plug it back in and let it restart. If that doesn't help, there are some Support Tools under Customer Support in the Menu, I suggest you try those to see if anything there helps. And as a last resort, call Verizon tech support, describe what is happening, and request a replacement VMS.

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[TheHolc99]

I would be happy with 10 sec response when trying to record a show.  Mine is 15-20 secs 95 % of the time.  Yesterday for a very short time it was 5 sec.  All other functions are working fine.  Go figure!!!  Contacting Verizon is useless.  Worst technical support I have ever encountered.

[TheHolc99]

More on previous post.  Today the response time for recording went up to 25 secs???  I have 2 DVRs + 2 set tops.  Response time on the second DVR is terrible also,  However if I go to either of the set tops and record the delay is only 3-4 secc.  Very strange. 

Does anyone know how to change which of the 2 DVRs does the recording.  Right now it defaults to 1 DVR and I wouuld like to change the default?

[jclark4]

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@Justin wrote:

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@Amopower wrote:

No i disagree TNS_2, the responses are generally slow for certain functions. For example, clicking the record button on  a show - 10 second wait. Just about anything having to do with recordign a show, exiting the setting of the recording, you wait at least 10 seconds, sometimes more. This is consistent. its not like it happens when they are having "slow" times due to traffic, this is always. It's very aggravating and needs addressed immediately. I'm paying almost $200 a month for this and expect much better.

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Not everybody sees what you are seeing. Yes there are certainly some that do, but not really that many or the Forums would be completely overwhelmed with complaints instead of the occasional few.

Justin, I agree that not everybody has the remote problem, but I disagree with your statement that there are not that many or the Forums would be completely overwhelmed with complaints.  I think the reason the Forums aren't overwhelmed with complaints is because there are people who see it as useless to make a complaint on the forum.  What good does it do to post a complaint on a forum when nothing happens to correct the problem, or, there is no response from Verizon as to why, when or how the problem will be corrected? I am one who has had the slow response to remote commands but I haven't posted a complaint because from past experience, it doesn't do any good. I come to read the forum posts to see if anyone has figured out a work around to the problem.

[LostinDE]

I've had my new Quantum Box for a couple of weeks now, and I have experienced all of the slowdown problems metioned by others: channel cahnge in guide, playback, record button delay, etc.  The only thing I noticed originally was the slight lag in channel changes or Guide movement.  After more use, the delays became longer and intolerable.  I have turned off all the options that I thought might slow things down and checked cable connections.  The only thing that seems to help is to power off, unplug and reboot.  I would not expect that this is what is required on a routine bases to get even "tolerable" response times.

As fo not seeing too many complaints regarding the slowness of the boxes, I think that is probably not too accurate.  I have seen a lot of complaints, and my neighbors are also experiencing the same problems.  It seems that system usage gradually "accumulates" longer response times over a period of time.  My wife is ready to go back to the old box, and I'm about there myself.  I have noticed, however, that in the post history there seems to be mention of several firmware updates.  I don't know if the gradually degrading response time is a fatal flaw of the equipment, or just a "fine tuning" needed in the firmware.  I expect to give it a bit more time, but so far the perfomance of the new box is totally unsatisfactory.  While I'd like the extra recording time and the absence of having to limit my recording to TWO programs at once, if the box is going to maintain this level of delay and frustration in its response times, I'm going to go back to my "old" technology that worked quite well within its perofmance specs.

As far as getting any help from Verizon, I have found the tech support to be virtually non-existant if you can even ever connect with a person.  The online chat has been WRONG in virtually everything I have asked them.  It seems "you lays down your money and you takes your chance" with Verizon.

[Cory10701]

Hello. I'am just posting here to say we are also experiencing all of these sluggish box problems. My wife is about ready to throw the DVR box through the front window. I'am most definately considering leaving FiOS because of this.

[gmilburn1]

We've been having the same delay problem on one of our two Fios Quantum DVR boxes.  I've been searching the Internet for a solution, finding nothing that seems to help.  This seems to have started with the latest software update, so we've been hoping Verizon would recognize and fix the problem.  So far, no help.

[steven6330]

Concur. My wife is ready to throw out this Quantum box too. We paid for the new box to be able to record more than 2 shows at once. Now, it takes much longer to start watching a show. AND we just got an error on a recorded show. So no playback. I thought by waiting a couple of months, Vz would have worked out the bugs in this new system. I thought it would be better... Not much of an improvement.

[sangs1]

I know it doesn't help much, but you're not alone. Just check out this forum of frustration: 

http://www.dslreports.com/forum/r29526969-IMG-New-Quantum-Build-2.18.2-9-11-14-

[coult]

I have had some slow response as well.  I just got the boxes a few weeks ago.  So far it has not been too bad.  I like the idea of being able to record and watch on multiple tvs, but if the issues get worse I would consider switching back as well.

[iismike24]

We upgraded from FIOS TV to FIOS Quantum.  Very slow response to anything we do.  My wife wants to go back to regular FIOS tv.  I wish I had gone to Direct TV to get the NFL games.  I will not remew Verizon ever again. I will go to Roku and maybe Direct TV.  The tech people use to be great, but for the past two years they aren't any better than all the other low paid techs.

[Bvc1228]

No, not everyone experiences this which is what makes it so much worse for those of us who do! I came to these boards because I have the issue the original poster commented about as well as my top randomly turning off while viewing. When in the guide or recording DVR menus it will freeze for minutes at a time, and turn off or resume on some other screen.  While watching tv or DVR or movies, the box will randomly turn off or freeze.   EXTREMELY ANGRY that the upgrade I am paying for for better service is actually worse than the FIOS service I received previously. At least then it randomly gave me these same fits but now, it is at a MINIMUM once per day.  No exaggeration here.  I'm an easy going person when it comes to tech issues so for me to notice and feel put out means it's a big problem. I am going to open a ticket now since I can see there is no ready answer on these boards but I doubt Verizon will be able to fix this any better than the last several times I called. I suspect it's an issue with the hard line somewhere between a Verizon site and my home at this point.  We've had multiple box tops, tests on our internal lines, etc. to no avail and no rational reason for the issues at our location.

[SlowFiOS]

I am having ALL of the issues mentioned above. Especially the sluggish channel number entree. It will show the first two digits and then double the last and takes me to an annoying HOA channel that isn't active. It also delays after hitting play while fast forwarding or rewinding. Recording a show, or god forbid a series with options, takes a good 15 seconds for all responses to load. Surfing down the guide stalls every 3 to 4 clicks and skips. EXTREMELY FRUSTRATING!! Especially looking at what Verizon charges for this service! I am usually very patient with technogoly as I know how much is really involved to deliver such services but this is a downright botch in OS. It wasn't always like this though. I was very happy with the service originally. It wasn't until about a month ago this started happening and it has only gotten worse. I fear for what it might be like a month from now. Has anybody gotten a response or at least an acknowledgement from Verizon on this issue? This needs to be fixed or I will cancel ALL of my Verizon services immediately...

[nlvdave]

Justin, you obviously work for Verizon. There is only one person out of ten that will actually complain about poor service. If these are isolated why won't Verizon replace my hardware when I call them? They tell me over and over that i should reboot my DVR and there is a fix for this on the way. I work with IT products daily. The only fix for slow is more powerful hardware. Verizon went with the lowest bidder on this slow horrible hardware and now we get to pay for that.

[Justin46]

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@nlvdave wrote:

Justin, you obviously work for Verizon. There is only one person out of ten that will actually complain about poor service. If these are isolated why won't Verizon replace my hardware when I call them? They tell me over and over that i should reboot my DVR and there is a fix for this on the way. I work with IT products daily. The only fix for slow is more powerful hardware. Verizon went with the lowest bidder on this slow horrible hardware and now we get to pay for that.

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And there are probably only 1 in 1,000 or more who will comment when things work correctly. So what is your point? I have no idea how many VMS systems are installed, do you? How many users have complained? How many haven't?

But the above really doesn't matter, what matters is what your (and my) experience is, so......

I have had my VMS1100 server and two IPC1100 clients since early April. I have gone through 4 or 5 software upgrades, each has improved my experience overall, new function, fixed bugs, etc. During that time (7+ months), other than the reboots to install the new software, I have probably only rebooted my boxes 4 or 5 times, and I think only 1 time with the latest software level. And my performance experience at this point is that occasionally the VMS misses button presses on the remote when changing channels, or is somewhat slow in responding to button presses. But if it misses presses, doing it again works perfectly, and continues to work for quite a while before it may fail again. I record a fair amount of stuff, and when I go to watch a recording I have never, ever seen a delay in starting the playback of more than 2 seconds.

So what is the difference? Why do I (and apparently lots of others) not see the performance issues that you and some others apparently see? I have no clue, because I don't see the problems, but there has to be some reason - defective boxes, corrupted software during installation, cabling issues, something. I wonder if maybe going through the software installation process again might fix your problems? And have you checked your signal levels to make sure all are ok?

I obviously work for Verizon? interesting take I guess. But for the record, I am retired from IBM, I spent 37 years in the computer industry in a variety of technical jobs, and am currenty purely retired, I don't work for any company, and I don't own any Verizon stock. But I have had Verizon FiOS triple play service since 2005, and am very satisfied with it, despite an occasional glitch over the years.

I hope you get your problems fixed. And of course I hope Verizon does not break my systems in the process.

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[grundy43]

we had the same slow response issues with fios quantuum with  a single dvr and one small stb.  with capability to record 6 programs simultaneously.    this system was installed by verizon tech about 1 month ago.

we saw up to 20 - 30 sec to start a recorded program,  other remote key input responses also slow.  sometimes remote key inputs ignored.

a simple reset procedue resolved the issue  - at least for now.  need to see how it holds up over the long term.

1.  unplug you dvr stb from 120 v power

2. then in turn unplug each of your small stb from 120v power - wait  10 sec or so between unplugs

3. keep unplugged for 1 minute or longer

4. plug in your dvr stb

5.  wait 20 sec and plug in small stb  -- wait 20 sec between pluging in other small stb

wait -  you will see activity indicators on the stb displays

turn on  tv associated with each box and follow prompts.

this fix has been in place for about 1 hour and response on both stb/tvs is excellent.  let's see how it goes after a week or so.   may need to periodically reboot to maintain performance.

when in doubt,  try to reboot first.

g

[tns2]

It is always better. when you can get to the menu, to use the TOOL to Fix FIOS issues rather than pulling the power cord.  RESERVE Power cord pulling for when nothing is responding.

Menu/Customer Support/Top Support Tools/Fix FIOS TV Issues.

[kadiem]

I am having the same problem with really slow response time trying to start a program from DVD. Also my remote is super slow.  Clicking the fix button on the box works for that day, but the next day - same problem.  Unplugging - same thing; works for the short term.  Reallllly frustrating!!!

[uprightguy]

I agree completely just changed to quantum and selecting a recording sets with a blank page for 30 seconds before the movie starts. Set a new recording regardless of time of day, like that should matter, takes 30-60 seconds to respond to any input done on the remote.   I had none of these problems with old boxes.  If I would have known ahead of time I think I would not have moved.  If it does not correct itself soon I think I may move back.  This is the same on all 3 boxes in my house.