Very slow channel change - intermittant
blueribb
Contributor - Level 1

QIP7232-2 FIOS DVR

I have had this DVR for about a year and it's been almost flawless until recently. For the past couple weeks it will intermittantly freeze or lock-up while changing channels. It can take up to 20 seconds for it to respond to any keys while in this condition. You just have to wait for it to respond. It's getting really annoying.

Anyone else having this problem ?

Glenn

Fairless Hills, PA

1 Solution
Travis_VZ
Contributor - Level 2

Thanks for notifying us .This issue was inadvertently caused by a new ad deployment system. You should see some improvement in the next 2 weeks as we are disabling this capability on many channels.

We will be deploying a software fix on all your set top boxes between November 26 to January 7 across all FIOS markets which should resolve this issue fully. Thanks for your patience.

View solution in original post

313 Replies
Rudy811
Newbie

I truly hope they fix this issue soon.  I have been a fan of FIOS for several years now.  However, if this does not get resolved soon I'm going to have to look at alternative TV providers.  Like many, I wish VZ would acknowledge the problem and keep us informed. This problem is getting really annoying.

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rbperrie1
Enthusiast - Level 2

In the past week I've noticed a few system reboots so maybe they are trying to fix the issue. Unfortunately for me, the problem is only getting worse. Now, the 7216 will not recognize the external drive I've been using for over a year with few issues. Did all the perfunctory activations and reboots to no avail. So tried the Live Chat tech support which I like to use because there is a record of the conversation and no "he said/she said" verbal calls. Wish I could say the chat went well but the results were the same as that last several chats I've had. I just don't understand the "head in the sand" approach VZ is taking:

  1. I remember the first few times (years ago) that I used the Live Chat. If I remember correctly you could have a copy of the chat emailed to you. Notice that's no longer available. You can't even copy and paste the chat log if you want a record for yourself.
  2. The tech, of course, had no knowledge of the lag issue when I asked for an update. When I tried to copy and paste the link to this forum, oh, you can't past anything to the chat. Hmmm, so I painstakingly write the URL to the log so the tech could get some background on the issue. He apologized and said he is not allowed to access the forums. Really.
  3. Of course the final solution was a reset to factory default of the DVR which I refused because it would again wipe out all recordings in the DVR. I'm not losing all my recording for a third time on a hope and prayer from the tech that it may solve the problem.

So as much as I have enjoyed FiOS TV, I too have had it about up to here with all the issues and runarounds. VZ, get your act together and soon or I'm a goner.

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redup
Enthusiast - Level 2

No change here in Reston Virginia. Both of my 7232 DVRs just intermittently won't respond.  The TV show I'm watching continues to play, but I cannot get the DVR to respond to requests for the "guide" or "DVR menu or functions.  Most of the time I just hit the power off on the "remote", DVR turns off, I turn the DVR back on and all is okay.  No doubt FIOS DVR has a software or network issue.  Might happen once a day.  Love FIOS so will just hang on and I'm sure FIOS will eventually fix this.  Glass is half full...Right...?

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Colter95
Newbie

Same problem here in Ashburn, VA...  I have two of the 7216 STB's, and both continually freeze up when I try to go to guide, change the channel, or even when I hit record...  Sometimes it takes ten seconds, and sometimes it takes two minutes...  The delay varies, but any delay at all is exceedingly frustrating...  This has been going on for quite awhile now, and I have gone through all the manual resets, etc...  I've done that myself, and with Verizon on the phone, and nothing has cleared the problem...  The rep. on the phone just didn't have any answers at all, and that was last month...  

While I'm encouraged by what I'm now reading by some of the Administrators here about knowing what the problem is, and a plan for it to be repaired by January 7th, I have to wonder why none of this was mentioned to me when I called Verizon again this past Friday...  Did they not know anything then, and do today?  I just hope they're not blowing smoke here.  

I'm willing to wait until January (I pray that it doesn't take that long to see the fix here), but not any time beyond that date...  I had DirecTV for years, and while I didn't like losing service during some storms, I never had any problems changing the channel, which is far more aggravating...  I'll go back to them in a heartbeat if this isn't resolved by early January...  

I also have to wonder why Verizon has not communicated with the customers via letter or email regarding this problem and their efforts to fix it...  Where is the customer service?  I pay a lot for FiOS, and being kept in the loop is the minimum they should be doing...  There really should be some sort of discounts for all the aggravtion this has caused.  

Good luck to everyone else with this very frustrating issue...  

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RPW4
Newbie

Hi,

First post on this board after following a link from AVS forum. I too am very frustrated with the operation of my FiOS TV service in general and this issue in particular. I notice that on the index page this thread is marked as resolved. Why is that? This issue isn't resolved. I see a FiOS tech has posted what we should believe is the cause, and a supposed date range indicating when it will be fixed, but I know Verizon's track record so I take those comments with a great deal of skepticism. This is just another example of rushing product to market without fully testing it. Make a call on your cell phone and you'll see what I mean.

@Travis_VZ: So after this "fix" is Verizon going to raise the fee of our STB's again like they did after the IMG 1.9 release?

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armond_in_nj1
Master - Level 1

@RPW wrote:

... First post on this board after following a link from AVS forum ... I notice that on the index page this thread is marked as resolved. Why is that? This issue isn't resolved. I see a FiOS tech has posted what we should believe is the cause, and a supposed date range indicating when it will be fixed, but I know Verizon's track record so I take those comments with a great deal of skepticism ...


A sincere unofficial welcome to the forum.  Since this is your first submission, you may not be aware of the significance of "resolved" issues.  The "solved" label means that the original person who first posed the question under examination has determined that his or her question has been satisfactorily answered.  Of course that situation may not pertain to all of the other writers to this thread, now something over 200 messages in duration.

As for skepticism, let me paraphrase a long-gone Arizona politician: "Skepticism in reaction to statements by large corporations is no vice."

Hope this helps.

rpplano
Enthusiast - Level 2

It started around 4 months ago. I'm in the broadcast engineering profession. It is a systemwide software issue. I have no idea why the Verizon Technical staff hasn't solved the problem or even admitted it openly.  I wasted 30 minutes with them today trying to swap out a 4 way splitter for an 8 way splitter so i could add another settop box. Their suggestion was to go buy one at a retail store.  The $5 purchase would have saved me a 30 minute wasted conversation.  Wife is ready to dump FIOS unless they soon fix their latency and lockup issue. When Momma not happy, ...

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Justin46
Legend

@rpplano wrote:

It started around 4 months ago. I'm in the broadcast engineering profession. It is a systemwide software issue. I have no idea why the Verizon Technical staff hasn't solved the problem or even admitted it openly.  I wasted 30 minutes with them today trying to swap out a 4 way splitter for an 8 way splitter so i could add another settop box. Their suggestion was to go buy one at a retail store.  The $5 purchase would have saved me a 30 minute wasted conversation.  Wife is ready to dump FIOS unless they soon fix their latency and lockup issue. When Momma not happy, ...


Have you tried it in the last few minutes? Are you in Plano? (just guessing from your user name) If so, I am also in the DFW area, just back in town and turned the TV on, my DVR is performing quite a bit better than it did last week.

Oh, welcome to the forums, I see you just registered today. And FWIW, IMO it is always faster and more likely to get accurate answers by coming here to the forums first with your questions. Smiley Very Happy

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

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rpplano
Enthusiast - Level 2

Thanks, I'll check again tonight. I found a 6 way 1.2 mhz splitter on Amazon for $1.69. I proably should have started and ended it there.  Verizon Online support is as bad as AT&T.  Oh well.

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Justin46
Legend

I am back in town Monday afternoon for my first shot at FiOS TV since Thursday, and it definitely is working somewhat better. Far from perfect, but I have not experienced the exceptionally long 60 second or so response on my DVR, and channel to channel seems to be working reasonably well, at least now it doesn't ignore as many button presses as it previously did.

Anybody else seeing any improvement? And if you do, please everybody, make sure we know where you are located, city and/or state, so all of us can see if any improvements are geographic or nationwide. Thanks....

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

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mgp771
Newbie

@Justin wrote:

I am back in town Monday afternoon for my first shot at FiOS TV since Thursday, and it definitely is working somewhat better. Far from perfect, but I have not experienced the exceptionally long 60 second or so response on my DVR, and channel to channel seems to be working reasonably well, at least now it doesn't ignore as many button presses as it previously did.

Anybody else seeing any improvement? And if you do, please everybody, make sure we know where you are located, city and/or state, so all of us can see if any improvements are geographic or nationwide. Thanks....

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248


 Justin, I live just south of you in Watauga. I'm running 3 7232's and as of today they are still having the Guide/Channel changing delays.  This happens on every box but only one time after turning on.

Mike

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bobbo527
Specialist - Level 3

@Justin wrote:

I am back in town Monday afternoon for my first shot at FiOS TV since Thursday, and it definitely is working somewhat better. Far from perfect, but I have not experienced the exceptionally long 60 second or so response on my DVR, and channel to channel seems to be working reasonably well, at least now it doesn't ignore as many button presses as it previously did.

Anybody else seeing any improvement? And if you do, please everybody, make sure we know where you are located, city and/or state, so all of us can see if any improvements are geographic or nationwide. Thanks....

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248


No, in VH08, Philly area, it is still as bad as it has ever been.  No improvement whatsoever.

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RPW4
Newbie

rpplano, I live in the town just east of you, near the lake. Justin, like you, the issue wasn't happening to me either on Monday night, but it was back again last night. I was changing the channel from within the guide, and it just sat there for more than 20 seconds before going to the selected network HD channel. The thread title does indicate that this happens intermittently so I don't get my hopes up that it's been fixed, and I would caution you to take the same approach.

Hmmm... tell me again why this thread is marked as solved?

How ironic that this nonsense is being caused by an ad server. Some really thorough testing Verizon. I'm impressed. Man Frustrated

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Rudy811
Newbie

I have not seen any improvement in either DVR in my home.  Located in the north Dallas/Ft. Worth, TX. area.

I'll give this until the January fix date and then evaluate if I want to keep spending $200 a month for this aggravation.  My contract expired years ago, so they don't have me over a barrel.

I do like Fios, so am hopeful it will be fixed.  VZ really needs to spend more time on test and evaluation prior to rolling out this kind of garbage.

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rbperrie1
Enthusiast - Level 2

I have seen an improvement with my 7216 DVR here in the Philly area. A few weeks ago it was getting maddening with total lock ups that required me to unplug the DVR to get it working again.  This would happen a few times per week. Now the total lockups are gone and am only noticing 10-30 sec delays every 1-2 days. So I've gone from maddening to frustrating....till I think about how VZ handled the whole situation.........

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PJL
Master - Level 3

Rumor has it that Verizon is field testing an STB fix.  The problem is caused by the system that inserts the local commercials into national channels and how the inserted commercials impact the STB.  The impact on the STB that causes the freezing happened when they started inserting HD commercials.  The SD commercials before that didn't impact the STB to the point where it froze. 

Now one would hope that Verizon would stop inserting HD commercials until all STBs wereupdated to handle them.  But I would guess that they have commitments to advertisers to insert the commercials in HD rather than SD and don't want to violate the commitments which would likely cause Verizon to lose revenue.

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rbperrie1
Enthusiast - Level 2

It does all come down to lost revenue. Unfortunately they can put a hard number on the amount of revenue lost if they don't run the ads but they can't put a hard number on the number of customers they will loose before they get it fixed.

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PJL
Master - Level 3

@rbperrie wrote:

It does all come down to lost revenue. Unfortunately they can put a hard number on the amount of revenue lost if they don't run the ads but they can't put a hard number on the number of customers they will loose before they get it fixed.


Exactly. 

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stopspam1
Newbie

I am still having to reset my TV, two or three times a week, because I can't change channels.  Have to shut off TV/set top box.  Then on and hope an info says, resetting settopbox!  Have to wait several minutes for this to happen.  Two or three times a week is way to much interference!  Why has this not been fixed.  Yes, I have had a tech here, but have had at least 30 occurences since.  Am getting frustrated again.  Why should I pay for bad service?

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Justin46
Legend

@tns wrote:

.....

I believe you posted something on another thread implying they now have some idea what's wrong.


Yes I did, and now you can see that a Verizon rep has posted a status. To me the big thing is that they have given us a schedule, longer than I would like to see of course, but a schedule never the less. We can always hope that the rollout takes less time than Travis posted.....

Kudos to Verizon for finally giving us a clue what the problem is and when we can expect it to be fixed!

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

KenEhrsam
Enthusiast - Level 3

I do not think rolling back the IMG release is a good idea.  The newest IMG fixed the problem with the picture continually breaking up.  In my opinion, that is a much bigger issue than the periodic dvr freeze.  This issue is more of an inconvenience.  The picture breaking up had a major impact on viewing. 

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