Very slow channel change - intermittant

[blueribb]

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

[Justin46]

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@blueribb wrote:

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

---

Very definitely yes! I also have a 7232, have had it for about 1 1/2 years, worked great under the 1.8 level of the IMG, then 1.9, then 1.9.1, and all of a sudden it started this hangup or delay or whatever, probably 2 or 3 months ago for me. The problem is most visible when using the Channel Up/Down button; it almost always recognizes the first press, but rarely recognizes any subsequent presses unless I wait two or three seconds. And sometimes it just stacks up button presses, any buttons, you can see the LED blink but nothing happens, then suddently it processes each of them in turn.

Happens only on my DVR, the 7100-P2 HD STBs do not act this way.

Glad to see I am not alone. And I have no clue what the problem is, to me it appears to be the software, but yes, it is really, really annoying!!!!

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

[Keyboards]

I've also seen a similar thing on my 7216 DVR.  Enter a new channel and the system freezes for 10 seconds and then changes (also cues up inbetween button pushes).  Last night I went to FF through a commercial and it took 10 seconds before the FF actually happened (and of course I'd pressed  FF, stop, play and any pther button I could think of which rapidly plyed back after the freeze).

Doing an STB correction fixes it for a few days to a week and then it comes back.  First noticed it about 3 weeks ago.

[blueribb]

Does Verizon monitor these forums ? Besides calling them on the phone, is there another way to bring this to their attention ?

Will a box reset erase anything on my DVR ? (list of shows to be recorded)

[tns]

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@blueribb wrote:

Does Verizon monitor these forums ? Besides calling them on the phone, is there another way to bring this to their attention ?

Will a box reset erase anything on my DVR ? (list of shows to be recorded)

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This is peer to peer.  There are a few admins who tend to read things and will occasionally pipe in, but Monitor.  No. 

For suggestions they have a forum for share your ideas.

But for problems you need to use http://www22.verizon.com/content/contactus/  .  Options there include some self help, the usual phone numbers, a LIVE chat option,  and for some things a email option.

[BrianC]

Yes, this has been happening to me too since 1.9.1.  I've mentioned it in another thread and a moderator told me to try the auto correct feature in the in home agent.  But I can't even get auto correct to work.  They had me fill out a form to escalate the issue over a week ago.  No response.  At least it's not happening all that often for me (maybe once or twice a week).  But yeah, it's definitely annoying.

[ElizabethS]

Hello BrianC

The agent tried to contact you on Monday, and there was no answer. They have since asked on your My Support thread, when is a good time to call. Please check your board often because agents are often waiting for more information before they can proceed.

[BrianC]

Elizabeth, thank you.  Is there a known issue and what's being done to address it?  It's obviously not an isolated problem and another poster here noted that auto correct only helps temporarily.

[ElizabethS]

I'm sorry, but I can't answer that. Moderators are only responsible for the operation of the forum itself. We have no access to Verizon information on products or services.

[Shamika_VZ]

All,

I apologize for the long wait on this issue, but we are working hard on this case. Those of you who have sent me a PM, I have responded to you requesting additional information. I appreciate everyone's patience in this matter.

Shamika_Vz
Verizon Support

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

[BrianC]

I was having the same issues with my 7216 box where a few times a week while changing channels it wouldn't be able to keep up.  If I changed channels fast using the channel up/down buttons, it would take about 10 seconds between channels and eventually catch up and not happen again for several days.  I ended up getting a  replacement box (for a different reason) and I haven't had the issue with the new box for the 3 weeks I've had it.  The replacement is also a 7216.  However, none of my boxes are as fast as prior to the last 1.9.1 upgrade.  It does take a little longer for a response after pressing the DVR button.  I have one old 2500 box that gets slower and slower after every upgrade though.  I figured that's just the way it is for that box.  That one takes a full 2 seconds between seeing the light on the box flash after pressing the remote indicating it received the signal and seeing any change on the screen.  I really don't expect much out of the 2500 STB, but I do expect a lot from the 7xxx series.  On demand has always been sluggish with any of my boxes.

[gkdk71]

Reported this problem 9/14/2012 - Verizon DVR, changing channels slow...Ticket#{edited for privacy}

Doesn't Verizon do qual testing before releasing updates? Competition should dictate quality, not time to market.

If this problem continues much longer we will be seriously considering answering the constant Comcast requests to come back....They already said they would discount any cancellation fees...

[nysnowbird92]

i have the same problem with the guide and filled out the form that says we'll receive a response in a business day.. it's been a week and i've heard nothing.  I have the old qip2500 box from around 2007 when we first signed up. 

[armond_in_nj1]

We are having the same latency problems on our QIP 7232 as those described by other writers.  Delays, freezing, etc.  Location: central NJ.

[armond_in_nj1]

I haven't had time to completely research this issue, but I have noticed that it (DVR/STB freezing, DVR/STB slow response, DVR/STB incorrect response, etc.) has made "headlines" on this board, on DSLReports, on AVS Forum, and probably elsewhere.  In short, it is a well recognized and documented issue.  Since the problem is widespread and has been observed for at least a few weeks, it is clear that the issue is not traceable to user hardware, user configuration, or related sources.  Is must therefore be due to software errors within IMG 1.9.1.

Recently an unannounced upgrade to IMG 1.9.1 that enabled a certain audio alert (the "delete alert" on DVRs) also disabled the Dolby 5.1 stream for many users.  The issue was discussed on this board as well as DSLReports, and workarounds were posted in each location.  The reason I mention this problem together with the DVR issue is because the audio alert update provided an example of a premature software release that had not been fully tested in the field.  I was reminded of the days when each Microsoft OS release was described as "a beta release that we had to pay for."

I suspect that the DVR issue and the audio alert issue will ultimately be traced to IMG 1.9.1 updates that were not thoroughly tested prior to general distribution.  I may be totally out in left field with this statement, and I would certainly appreciate comments from other users more qualified than I am to make such an evaluation.  Further, it would be nice to hear from Verizon on the current status of these issues and what the company is doing to provide relief to its customers.

[Justin46]

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@armond_in_nj wrote:

I haven't had time to completely research this issue, but I have noticed that it (DVR/STB freezing, DVR/STB slow response, DVR/STB incorrect response, etc.) has made "headlines" on this board, on DSLReports, on AVS Forum, and probably elsewhere.  In short, it is a well recognized and documented issue.  Since the problem is widespread and has been observed for at least a few weeks, it is clear that the issue is not traceable to user hardware, user configuration, or related sources.  Is must therefore be due to software errors within IMG 1.9.1.

Recently an unannounced upgrade to IMG 1.9.1 that enabled a certain audio alert (the "delete alert" on DVRs) also disabled the Dolby 5.1 stream for many users.  The issue was discussed on this board as well as DSLReports, and workarounds were posted in each location.  The reason I mention this problem together with the DVR issue is because the audio alert update

 provided an example of a premature software release that had not been fully tested in the field.  I was reminded of the days when each Microsoft OS release was described as "a beta release that we had to pay for."

I suspect that the DVR issue and the audio alert issue will ultimately be traced to IMG 1.9.1 updates that were not thoroughly tested prior to general distribution.  I may be totally out in left field with this statement, and I would certainly appreciate comments from other users more qualified than I am to make such an evaluation.  Further, it would be nice to hear from Verizon on the current status of these issues and what the company is doing to provide relief to its customers.

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I agree with everything in your post. Not sure if I am more qualified to make such an evaluation though..... 

My experience with the problem is slightly different than most of you though. I had the problem develop 3 or 4 months ago, it lasted until several weeks ago, when most (but not all) of the problems disappeared. I am in North Texas (VHO 1), I know at least one other resident of North Texas reported that his symptoms had also mostly disappeared. What I am left with now is only occasional failures to recognize a button press on the remote - the LED on the DVR does not blink at all, but a second press is pretty much always recognized. I can generally press the buttons as fast as I want, channel up/down for example, and while the DVR (7232) is slow (slower than with 1.9, for example), it actually sees all of the presses most of the time, and catches up completely when I quit pushing buttons (I have resorted to counting button presses to make sure it really is seeing all of the presses). And my QIP7100-P2 STBs have never exhibited the problem, unlike many other people.

I don't know why, but it appears Verizon is completely unwilling to acknowledge that this problem exists, or take any action to fix it. I can assure you that I and other Community Leaders here have tried very, very hard to get some attention to this problem, because it is very much real, but without success. But maybe later today, or tomorrow, or next week, or next month, or next year, or????? Very frustrating.

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

[nysnowbird92]

does anyone know what it takes to have new boxes sent to replace 6 year old qip2500 boxes we've had since we signed up?  using the guide and any navigation is basically a one second or so delay between press and response from the system.. 

do they send boxes out to replace old equipment?  i read this in another post

"If someone wants the guide full screen with HD graphics, they simply need to call in, tweet, post on forum or facebook and we will overnight a replacement."

--- and ---

"What I am saying is that if someone is having a compatibility issue with an older 2500 or 6xxx series due to the 1.9 rollout, we will upgrade them to a newer 2500 or a 7100 or 7216 for free. They will not get a free upgrade to a 7232."

how do we go about getting free replacements if they never respond when we fill out the form asking for them?  I can't call without being able to use a telephone.. i don't get why it's so hard to ask for them in the form and have them sent..   i just went through all the generic fixes with a tech person (resetting router etc..), but this isn't the problem.. i have old boxes that need to be updated to function correctly.  He told me he could forward me to billing and that there might be a charge for them.  Why should I have to pay because their equipment isn't giving me proper service? how can one tech say the bolded above and the next tech charge for replacement box?  This slow guide is enough for me to cancel my service period.

i made a topic on this but it was locked for some reason.. i can't get any response from verizon

[nysnowbird92]

does anyone know what it takes to have new boxes sent to replace 6 year old qip2500 boxes we've had since we signed up?  using the guide and any navigation is basically a one second or so delay between press and response from the system.. 

do they send boxes out to replace old equipment?  i read this in another post

"If someone wants the guide full screen with HD graphics, they simply need to call in, tweet, post on forum or facebook and we will overnight a replacement."

--- and ---

"What I am saying is that if someone is having a compatibility issue with an older 2500 or 6xxx series due to the 1.9 rollout, we will upgrade them to a newer 2500 or a 7100 or 7216 for free. They will not get a free upgrade to a 7232."

how do we go about getting free replacements if they never respond when we fill out the form asking for them?  I can't call without being able to use a telephone.. i don't get why it's so hard to ask for them in the form and have them sent..   i just went through all the generic fixes with a tech person (resetting router etc..), but this isn't the problem.. i have old boxes that need to be updated to function correctly.  He told me he could forward me to billing and that there might be a charge for them.  Why should I have to pay because their equipment isn't giving me proper service? how can one tech say the bolded above and the next tech charge for replacement box?  This slow guide is enough for me to cancel my service period.

i made a topic on this but it was locked for some reason.. i can't get any response from verizon

[nysnowbird92]

for me it's just in navigation using the guide or anything else.. i feel like i'm sending radio signals to the moon and back..  however, things like entering a password using the remote runs at correct speed, pretty much as fast as i can press the remote the box receives it and lights up, it goes to verizon, and comes back entering my letters on the screen.. so i know the signal is getting from the remote to the box, on to verizon and back fine..  it's just the navigation of the guide.. i press forward, or up and down channel.. for each press i have a delay in response.. i have to keep track in my head how many clicks i've made and wait for the system to catch up to me.. using the guide is the worst part of subscribing to them for me.. i'm frustrated whenever i try to see what's on using the guide.. at a time of supposed relaxation i just want to break the tv.. it's not worth being a customer if i can't get this fixed.. they will not respond to me.. i was cut off yesterday talking to a tech going through the basic problems that aren't my actual problem.. and the supervisor never called me back.. i've send out forms 3 times now asking for boxes or anyone to reply to me.. it's been a week or more and i have nothing.. the form says we'll be contacted within a business day.   My entire house is wired for verizon.. tv, net and phone.. but i just want to rip all their wires out and throw them into the street if this is how they treat people.

[nlipsas]

I honestly don't think Verizon reads through these forums. I had same problem with my DVR and multiroom functions as soon as we become customers of their. They had me run around to Verizon Stores to get new DVR, loose all my favorite channels and DVR recordings so I get a "new DVR HD box" only for it to give me the exact same problems.

I had to get on the phone on Thanksgiving day for over two hours to see what the heck is going on. Tech support guys could not figure out how multiroom DVR was disabled/removed from my account and why a new DVR box keeps freezing and hanging up every time.

The only things that seemed to work is the tech support guy removed ALL three of my boxes from my account (one DVR and two non-dvr boxes). Then he started adding the boxes back in my account one by one, starting with the DVR box. After adding the DVR box it did not work until he send a reset signal.

So every bbox had to be removed from my account, then added back into my account one by one, each box had to be hit with a reset signal, and once all the boxes were operational again, he went in and added back the multiroom dvr function.

So far it works, but then again it's only been 4 days. I gotta tell ya, they are absolutely no better than comcast. I don't know but services have definitely gotten worst from all providers.

Providers no longer care about the customer. They only care about how to compete against eachother and put eachother out of business. Unfortunately that leaves us with nothing but crappy serives, bad equipment and a huge bill to pay every month.

From a very unhappy and dissapointed customer!!! :o(

[Zeum]

2 years ago when I switched from Comcast to Verizon I had 0 issues. Over the last 3 months I have also been having the freeze/slow channel change problem. It's was getting so aggravating I called Verizon about it, 3 times. The first time they tried to convince me that it was my remote that was the problem, so they sent me a range extender. The 2nd time they reset my main box that powers my internet/phone/tv and "sent some code" to my DVR. This fixed it for 1hour. The 3rd time I called they sent me a new DVR which did the exact same thing.

Sometimes when I push the guide button it just sits there and does nothing for 60 seconds. Sometimes the guide comes up fine, but pushing the up down buttons do nothing for 60 seconds. Sometimes I can push the up down button, but when I click "ok" on a channel it sits there for 60 seconds.

Verizon - this needs to be fixed. This is getting ridiculous. When I had Comcast this never happen. There is over 200 replies to this thread with people having the same issues, but when you call tech support your people are clueless that this is a ongoing issue with so many people.

[Justin46]

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@Keyboards wrote:
.....

Doing an STB correction fixes it for a few days to a week and then it comes back.  First noticed it about 3 weeks ago.

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Interesting, thanks. I have done STB auto-corrections several times, they did not seem to make any difference. But I will try it again and see if maybe it will the next time.

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