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
questioning_old
Contributor - Level 2

This is my very same broken record response which has already been disregarded here in the middle of this thread:

I, along with other people here, have figured out and responded with the solution to the problem just about every time someone posts about it.  I'll post it here for my last time because I'm feeling like a broken record.  I'm not meaning to sound rude or annoyed but it may help for you to read some of the other posts here which have the solution posted.  It just gets tiring to keep seeing the same exact complaint over and over again when the solution is really straightforward and when it has been posted here.

The problem is either with having an outdated STB or an analog TV.  If your STB is a 6xxx series, you need the updated 7xxx series box.  Call customer service and ask for a replacement.  From what I have read here, this has been the problem for people whose TV Guide display was slow and/or not displaying what it was supposed to show or just not doing what it was supposed to.  If you have the updated STB but the graphics are just hard on your eyes with fuzziness because of the colors clashing and bleeding into each other, then it's probably because your TV is analog.  That was my problem so I replaced my old analog with a flatscreen and that solved it.  The resolution on an analog TV is limited and can't handle the HD guide with the digital display.  It has nothing to do with your eyesight.  My parents are in their 60s and my father has really bad eyes and I am certain he would be fine with reading what I have on my flatscreen. 

I was complaining about this myself in the beginning but from what I have learned, those are your choices.  Too many people here get so upset to the point of taking it so personally and just waiting for something to change.  This is an upgrade.  Verizon isn't going to knock at your door and ask if this is OK.  Now that I have resolved my issue, I like the new display.   When the technology changes, the equipment has to be sufficient to accommodate it.

***Now it's really time for me to move on.  Do whatever you want but if you want to resolve the problem, do something about it.

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JGJ1
Enthusiast - Level 2

@questioning_old wrote:
...

The problem is either with having an outdated STB or an analog TV.  If your STB is a 6xxx series, you need the updated 7xxx series box.  Call customer service and ask for a replacement. 

...



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?

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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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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?


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

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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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ABGershaw
Newbie

I have an analog TV.  So you are telling me that I have to upgrade my TV in order to have a readable guide?  Why can't Verizon have a version of the guide that can be easily read on my analog TV?  I don't value TV that much; I care more about the Internet.  But I value it enough that I want to have a guide that is readable on my 25" analog TV.  I don't want to spend $200 for a new TV, thank you very much, because I don't value my TV enough to do that, and I don't care about high-def programming.

There needs to be a workaround, like an alternative high-contrast and larger letter version of the guide, or an improvement that increases the sharpness of the current guide (if possible).

Will changing some menu setting by telling it I have an analog TV improve the guide?

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JDROMBO
Enthusiast - Level 2

DITTO!  The new channel guide is hard to differentiate types of channels, it's hard to navigate, it's cluttered and hard to read.  Luckily, both of the boxes I rent have not yet updated...so I have one TV that has the good FORMER channel guide...and one that I don't watch any more!

I suppose I can save $9.95 by having Verizon come and get the box that displays the new channel guide.

The new format STINKS!  At least give us the choice of accepting the new format or staying with the old one!

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kmholle88
Enthusiast - Level 1

I'm also really unhappy with the new guide. It's much more difficult to read, and it functions much, much slower than the old guide. It takes at least a full 2 seconds to simply scroll down one channel in the guide. My biggest complaint is that the guide automatically defaults to "all channels" instead of a favorites list. Since I don't subscribe to all channels, this is very annoying. The old guide stayed on my personalized "favorites" list every time, and the new guide automatically changes back to "all channels" every time you exit the guide. Is there a way to set a favorites list as the default guide?

Justin46
Legend

@kmholle88 wrote:

I'm also really unhappy with the new guide. It's much more difficult to read, and it functions much, much slower than the old guide. It takes at least a full 2 seconds to simply scroll down one channel in the guide. My biggest complaint is that the guide automatically defaults to "all channels" instead of a favorites list. Since I don't subscribe to all channels, this is very annoying. The old guide stayed on my personalized "favorites" list every time, and the new guide automatically changes back to "all channels" every time you exit the guide. Is there a way to set a favorites list as the default guide?


Sure, same way as in the old Guide. But at least for me, when the upgrade occurred, I did not lose my settings for Favorites, all were as I had them in 1.8. But just go back into the Menu and make the changes the same way you did before. If you need help on that let us know. There are many more options available in 1.9a than 1.8, so you really need to take the time to sit down and go through the entire Menu, you may find a number of new things that you will like.

Re: your comments on speed. I know that the 1.9a level works very slowly on the QIP6xxx boxes and the QIP2500-3 box. What model STBs do you have? If you have older boxes you can almost certainly get them replaced at a local Verizon store if one is available, or by ordering through the Verizon website. I anticipated the problem and replaced my 6416 and 2500-3 boxes with new 7232 and 7100-P2 boxes about 4-5 months ago, they perform very well, scrolling down a channel in the Guide takes maybe at most 0.5 sec. If you have a newer box, then I suggest you pull the electrical cord, wait 30 seconds, plug it back in, and see if it makes any difference.

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

thevigil
Enthusiast - Level 2

Noticed some of the comments about the new Verizon tv guide. I concur with the crowd indicating displeasure with the guide. Lots of wasted space on the left side, top and bottom of the new guide. The original guide presented more channels and more times with each screen display. The original guide was quite useful for me, and functioned perfectly fine. I would like the opportunity to choose between the two guides. Change isn't always a good thing.

profwolfe
Newbie

I'm also very unhappy with the new guide.

Is there any way I can change it?  I cannot see it well enough, or clearly - it's very distracting and slow.  Please let me know if this can be changed.  Thanks much,

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Customer456
Enthusiast - Level 2

The new guide is horrible, both in functionality and appearance. The “Cursor Left” quick menu is gone, the foggy baby blue with white lettering is hard to see, the additional graphics cause the system to lag and be slow. In short you took a guide that finally started to work and have good functionality and turned it into some preschool, ill designed, buggy mess… And yes like most everyone else here I want the old one back…

VectorVictor
Enthusiast - Level 3

Really?  Horrible? 

So you can't press the 'option' button to select your guide instead of the left button? That's "horrible"?

The ability to save and recall searches and DVR recordings, when we couldn't before in 1.8 is "horrible"?

Frankly, if you would have taken the time you spent posting here, you could have gone through your settings and reverted back to the classic view of the guide already. Instead, you're busy using absolutes of disporportionate scale to describe what is clearly an upgrade in firmware and functionality. 

gtsfer
Enthusiast - Level 2

Upgrade?    Hahahahahaha.

Classic view does NOTHING about the grossness and disgusting colors.


Not applicable

It takes about 2 seconds to respond to any button press when I am in the new guide, and about 10 seconds for it to even pop up. I guess that my set top box type is a motorola QIP2500-3.  How can this be fixed right now? This is a service that I pay for.

tomb01
Enthusiast - Level 2

Is there some way to show the guide in 16:9 instead of 4:3 mode?   I get black bars on either side of the 'new/better' guide.  And is there some way to remove that idiotic bar at the bottom so I can see at least one more channel?  I've got hundreds of channels, and they decide I can only see 6 of them at a time?   How do I get rid of the description of the middle channel?  

No, am not happy with Verizon.   Am strongly considering shifting to U-Verse.   The penalty for cancelling early would only be slightly higher than one months charges.

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RSherm
Newbie

I agree the new guide is not as helpful as the old one.  To start with the colors are weak and look almost blurred.

I did think some tweaking was in order but the results are not good.

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