What's Going On With Your Guide?
mm112
Specialist - Level 1

There are a lot of issues that currently exist with your guide and for whatever reason the people in your company are not getting the issues corrected and the guide continues to get worse. I have previously posted on here about how a lot of the data does not match on the guide and that i have taken it upon myself to get the channels corrected for everyone nationally who has fios for their tv but more problems continue to pop up everyday. For example channel 218 vh1 classic has for the next few days "to be announced" on the guide with their being no indication of any programs on there coming soon. Another is cnn channel 100 or 600 in hd which next weekend the data that you have for next saturday and sunday is the schedule of what is usually on monday through friday. There is another channel called mega tv channel 466 that i was watching yesterday and everything was fine with it but now when i go to that channel there is a message saying "mega tv has been temporarily discontinued by the provider." Another channel that you just added is a brand new movie channel encore espanol channel 363 that has been there for a week already with a logo and a schedule of movies for the last week but when i try to either watch or tape something the message that i get is "verizon new content coming soon."  Now in the past i have mentioned a lot of issues that exist with the current guide but now new problems continue to pop up everyday. I hope that you are truly trying to correct these issues and if you did not know about them then you now know. As far as the guide is concerned i have been getting things corrected on my own but it has been a lot of work so i have provided you with the name and number of the man who is responsible for all of the data that appears on your guide because it is his job to make sure all verizon customers have the most accurate data on their boxes. If your techs were to call him or email him with the email address that is on my ticket he will get any issues with the data on the guide corrected immediately. He works for the company that is your guide provider plus the guide provider of two of your competitors who if contacted his techs will correct everything. As for mega tv i see that they are getting a lot of complaints on their website about what is going on with the channel not appearing on the fios guide so i wonder if this is a contract dispute, a temporary thing of the channel not being there or if this is an indication of the fact that you may be adding some more channels in spanish as you are also doing with encore in espanol channel 363. If so then i hope that you have finally heard the requests that go back several years of people asking that canal sur peru or any kind of channel from peru be added because you have every other spanish speaking country in your spanish package but a channel from peru. It is not only the guide that is an issue but your widgets are a problem too. The tmz widget for example has been in and out with it rarely ever working as it should.

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61 Replies
JGJ1
Enthusiast - Level 2

@Justin wrote:

@JGJ wrote:


Last night I talked (online chat) with customer service. Sonia, the rep I chatted with, was telling me exactly this, and I thought I was starting the ball rolling to get my old boxes replaced. But then the chat session was handed off to Amit, her supervisor, who assured me that 1.9 would be fixed to run properly on my boxes (2500 series STBs, 6xxx series DVR) so I didn't need to have them replaced. How am I supposed to know who to believe?


JGJ,

Tech Support tells me that they tried to contact you three days ago, I think by Private Message, and have not received any response from you. Have you decided you no longer want to pursue this? If you do want to get new STBs you need to respond to their query.

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248


I haven't responded to tech support because I haven't gotten any message. I certainly do want to pursue this. The only time I've ever used MyVerizon was to research this problem in the forums, so if there's someplace within MyVerizon where I would find a private message to me, please point me in the right direction.

-JGJ

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JGJ1
Enthusiast - Level 2

Never mind - I found the private message - JGJ

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oldfashioned
Specialist - Level 2

JGJ, I would believe what that first rep Sonia told you.  IMG 1.9 is going to be modified to run properly on the older boxes?  That's a new one.  Think about it.  Which statement sounds more credible to you?   If I were you, I would call and speak to someone else to get the ball rolling on getting a replacement for your STB.  And if I were you, I would insist on getting it replaced.  If the next person tells you that you don't need to, tell him or her that you want it and if you don't get it, you will take your business elsewhere and write letters to your local newspaper about this --- not that you would actually do that but to make it clear that you're not going to settle for garbage.  Tell this next person that it's not right to be stuck with outdated equipment which can't handle an updated program.  Sometimes it's easier to just speak to someone over the telephone.

Another thing you could do is contact a Verizon Fios TV store if there is one nearby and replace your box in person that way.  But call first before doing that to make sure it's doable so you won't go there for nothing.  Here is the website so you can look it up:

https://www22.verizon.com/ResidentialHelp/FiOSTV/General+Support/Account+Issues/QuestionsOne/84843.h...

What that supervisor told you doesn't make any sense.  Verizon knows full well that the upgrade is needed and is obligated to accommodate that need.  Speak up for yourself and don't take that garbage that this supervisor told you.  I don't believe a word of it.  Don't you just love dealing with the run around?  I can't believe he cut off your order for a replacement.  That's pretty nervy. 

Good luck and let us know what happens.  At least you're doing something about it and that's an important step.  Don't give up because it's a service that we're paying a lot of money just to have.

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tns
Master - Level 2

Undoubtably they will attempt to make it work better on such boxes, but it will never offer full features or speed as on the newer boxes.

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oldfashioned
Specialist - Level 2

tns writes: "Undoubtably they will attempt to make it work better on such boxes, but it will never offer full features or speed as on the newer boxes."  Really?  I think that's a cop out.  Or are they serious because there aren't enough newer boxes to go around?  The speed and the clarity on the updated boxes are great.  From what I can see, they better do something, or else a lot of business is going to be lost...not that it's my problem but making it work better on older boxes doesn't make much sense. 

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Justin46
Legend

@JGJ wrote:


Last night I talked (online chat) with customer service. Sonia, the rep I chatted with, was telling me exactly this, and I thought I was starting the ball rolling to get my old boxes replaced. But then the chat session was handed off to Amit, her supervisor, who assured me that 1.9 would be fixed to run properly on my boxes (2500 series STBs, 6xxx series DVR) so I didn't need to have them replaced. How am I supposed to know who to believe?


I don't know if it will help, but I have identified your problem to Verizon FiOS tech support, lets see if you get any help. If you do, or even if you don't, please come back and keep us informed.

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

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Justin46
Legend

@VectorVictor wrote:

Justin--

I agree.  The guide is fine, and the fact that you have a scant few people complaining (as compared to a *real* issue, like the Tennis Network problem) just means there's going to be a vocal few that are going to complain about this guide, no matter what Verizon puts out.

Frankly, until any of the complainers start listing their hardware (TV and set top box), it's really difficult to take any of their criticisms seriously.


Yeah, if Verizon had chosen White on Red, they would want Yellow on Pink or something. 

Even if they listed their hardware, both TV and STB, I would not take their criticisms very seriously. Human nature being what it apparently is, people who don't like change, or think their way is the only way, will always complain, while those who can adjust or who have open minds, will just embrance the new and move on. If you stop and think about it, probably at least several hundred thousand customers got the new IMG this week, and a few, 10, 20, 50, 100, whatever, have come here to complain. The rest are enjoying the new features and capabilities, probably still exploring and learning about them.

These complaints about the Guide really strike me as rather funny in one respect, it is almost like they watch their TV to view the Guide itself rather than the actual TV programs.

The one area where I do feel some sympathy is if they have old 2500 SD STBs or 6xxx HD STBs. Those old boxes just do not have the graphics power and memory to support the new Guide, so they run slow and look poor. But that can easily be fixed, just replace the STBs with newer models, probably with very little additional cost and frequently at no cost. If they don't do that, then that is their choice.

One thing that I have not seen discussed at all recently is that apparently many people get a new HD TV and then make no effort to set it up correctly, they just leave it as it came from the box. This usually results in the picture being set for "vivid" or some such setting; I wonder if, now that the Guide itself is in HD, this might contribute to some of the complaints about the "fuzziness" of the text, and maybe even the contrast. I have a 6 year old Sony LCD and the text on the Guide is as crisp and clear as it could possibly be, and the contrast is just fine.

Oh well, I am a happy camper..... Smiley Very Happy

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

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Sparks66
Enthusiast - Level 1

We are also having problems with the "NEW" guide, Justin remarks about the Set Top Box type, I have a QIP2500-3 is classified as an "old" one?

tns
Master - Level 2

@Sparks66 wrote:

We are also having problems with the "NEW" guide, Justin remarks about the Set Top Box type, I have a QIP2500-3 is classified as an "old" one?


Only the Motorola 7xxx and CISCO boxes can be said to be new.  Even some of the 7xxx models have been out awhile.

pkatz
Enthusiast - Level 1

We are also having problems with the new guide. The color choice is terrible and while changing the channel, there are sometimes delays and stutters of 30 seconds.  Selcting Classic view doesn't work. It's not a matter of user error, it may be the equipment. Just because the guide is working for some, doesn't mean there isn't a issue for many others.

And no, we don't use the device to watch the guide. There's a new season of programming available and this require time to setup the DVR for reconding. It doesn't help the guide is a pain to use now.

mudpie1
Enthusiast - Level 1

i agree, the new guide is horrible.  awful.  i want to have the option to go back to the version before this one. did we get a warning of this change?

BobMack
Enthusiast - Level 1
This new guide is really is the worst! On our 40" flat screen it only allows us to see 7 channel choices....never mind the 27" in the bedroom with this new guide you can only view 5 channels at a time with and thats with the FULL SCREEN! Option checked...I Wanted to throw the remote threw the tv tonight..Tried several different settings. & they were worse...Not Happy at all ...Verizon Fix it! How do you expect people to enjoy programming when it takes a half hour just to try and find something to watch???
skyesmom
Enthusiast - Level 1

Whatever update happened to the Guide this morning is awful  Everything is blurry and hard to read.  How do I fix this or can we revert to a previous version?

Justin46
Legend

All of you complaining about the new Guide are just wasting your time. I have had the new Guide for maybe a month now, and I love it, I think it is far, far, far, far better than the old one. So it all depends on you perspective I guess, or maybe your willingness to accept change. But the change has occurred, and there is no way for you to get the old Guide back.

Now, there are a few options that you can experiment with that might make a difference. In the Menu on the STB, take a look at the various options under

Menu ==> Settings ==> Video

that you might try adjusting, especially if you have an SD TV attached to an HD STB.

You can also choose the default format of the Guide you want to see, this might help some.

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

Thebobo
Enthusiast - Level 3

@Justin wrote:

.
..or maybe your willingness to accept change.  

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248


Or maybe you want to pay for my eye transplants so i can see the channels? 

Its not my 'perspective" its my eyes,  I have to strain to be able to see the fonts.

Not everyone has 60" TVs 

Justin46
Legend

@Thebobo wrote:

Or maybe you want to pay for my eye transplants so i can see the channels? 

Its not my 'perspective" its my eyes,  I have to strain to be able to see the fonts.

Not everyone has 60" TVs 


I see no need for you to get eye transplants, I think you just make an honest effort to adapt. Or get (or put on) your glasses - I am very nearsighted and I can read the new Guide without my glasses even on. Or go find a new TV provider. Verizon has now converted a large segment of their customer base to 1.9, I don't foresee any chance at all that they are going to go back to the dark ages with the old IMG. So the next step is up to you I think.

60" TV? Nope, not here, mine is 40. And we have a 32" SD TV and a 27" SD TV, no issues there either.

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

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Thebobo
Enthusiast - Level 3

@Justin wrote:

@Thebobo wrote:

Or maybe you want to pay for my eye transplants so i can see the channels? 

Its not my 'perspective" its my eyes,  I have to strain to be able to see the fonts.

Not everyone has 60" TVs 


I see no need for you to get eye transplants, I think you just make an honest effort to adapt. Or get (or put on) your glasses - I am very nearsighted and I can read the new Guide without my glasses even on. Or go find a new TV provider. Verizon has now converted a large segment of their customer base to 1.9, I don't foresee any chance at all that they are going to go back to the dark ages with the old IMG. So the next step is up to you I think.

60" TV? Nope, not here, mine is 40. And we have a 32" SD TV and a 27" SD TV, no issues there either.

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248


Its all very fustrating - one day it works and another I cant see my channelst. Guess between this and the FTP debacle, it just hit a nerve.

I did spend some time with the video options and found that I was set to HD for the guide and set it to SD. Well the fonts are bigger,  in fact everything is to big but at least I can see it, for now. still think the layout is cluttered and the colors are a blur, for me.  I also had my STB crash two times last night while to accessing the DVR. 

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kpolingo
Enthusiast - Level 2

No........ You're wrong this guide is CRAP, it is not user friendly.... Just a bunch of wasted space and repeated options in different categories.  Why would you think that it is better when coloring so bad and it takes twice as long to view channels.

sue1000
Enthusiast - Level 2

your website is one of the most user UN-friendly I have ever encountered

Anthony_VZ
Master - Level 3

I'm sorry for the content problems that you are having., I have sent you a private message to get more information.

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