In NY, astonished how long upgrade taking!

[ABCMD]

To me it is amazing that those of us in NY, who have been with NY Telephone for our whole lives and were the first to get FIOS, that we are LAST to get this ridiculous upgrade.

While I do love the integrated FIOS services, it is amazing to me how their technology is such that it takes over a year delay to get a single upgrade. Directv would send nationwide upgrades all the time, and responded to user suggestions properly.When  an upgrade had a technical issue, they would just push out a fix. WHY does FIOS technology move so slowy?

It is also amazing to me that NO ONE from fios answers any of these questions on the boards, only  other users who have heard rumors or watch twitter tell us what is the latest; whatever "official" responses from Joe or the others are completely useless corporate baloney answers.

I realize that this wont be responded to either, but thought others might agree; if Directv had tightly  integrated phone and internet as good as the fios integration, would immediately switch back. I realize directv can be bundled with fios internet and phone, but one loses most of the integration I believe.

[alden]

To me it is amazing that those of us in NY, who have been with NY Telephone for our whole lives and were the first to get FIOS, that we are LAST to get this ridiculous upgrade.

While I do love the integrated FIOS services, it is amazing to me how their technology is such that it takes over a year delay to get a single upgrade. Directv would send nationwide upgrades all the time, and responded to user suggestions properly.When  an upgrade had a technical issue, they would just push out a fix. WHY does FIOS technology move so slowy?

It is also amazing to me that NO ONE from fios answers any of these questions on the boards, only  other users who have heard rumors or watch twitter tell us what is the latest; whatever "official" responses from Joe or the others are completely useless corporate baloney answers.

I realize that this wont be responded to either, but thought others might agree; if Directv had tightly  integrated phone and internet as good as the fios integration, would immediately switch back. I realize directv can be bundled with fios internet and phone, but one loses most of the integration I believe.

__________________________________________________________

Absolutely agree!!! FIOS IMG development not just bad, it's terrible!!!! Verizon management should fire EVERYBODY in the IMG development team for the mess they created!!! And Joe A. is still very proud of himself and his team?! He should be ashamed not proud!

[tns]

We weren't the first to get FIOS.

They sort of try to roll it out to the areas from the smallest to the largest (in terms of customers with fios).  The DAC that includes NYC, RI, and MASS is currently not the largest, but this time got delayed because of other problems to last.

[questioning_old]

I'm shocked and amazed.  lol

Don't worry.  I'm sure you will all get it soon.  Verizon wants to keep your business and will make sure that you get all the updates, the same way Verizon makes sure that you get all the TV stations you're supposed to get.

New Jersey has it now.

[alden]

Re: In NY, astonished how long upgrade taking![ New ]

10-29-2011 03:13 AM - last edited on 10-29-2011 03:19 AM

We weren't the first to get FIOS.

 __________________________________________________

What problems to last? The biggest problem is the Verizon itself, specifically IMG development team - totally incompetent one. They are not ashamed being behind of Sattelite companies in developing and implementing new IMG TO ALL CUSTOMERS, not just to smallest markets!  All the time they have excuses - hurricanes, strikes, unexpected server problems they are unable to fix, etc. Yesterday weather helped Verizon again - big snowstorm, power outage - now they have great excuse to postpone IMG rollout to NYC, and Mass till next year Halloween - knowing the ability of JOE A. team to make things right, I am absolutely confident that we will wait another year before we get this ridiculously S...L...O...W...  upgrade.

Joe himself is by now understand how astonishigly BAD this upgrade is going, so he simply stopped reading and reacting to customers opinion. Yea, I know he is very busy being PROUD of the job his team is doing, so he does not have time reading this...

[alden]

We weren't the first to get FIOS.

 __________________________________________________

What problems to last? The biggest problem is the Verizon itself, specifically IMG development team - totally incompetent one. They are not ashamed being behind of Sattelite companies in developing and implementing new IMG TO ALL CUSTOMERS, not just to smallest markets!  All the time they have excuses - hurricanes, strikes, unexpected server problems they are unable to fix, etc. Yesterday weather helped Verizon again - big snowstorm, power outage - now they have great excuse to postpone IMG rollout to NYC, and Mass till next year Halloween - knowing the ability of JOE A. team to make things right, I am absolutely confident that we will wait another year before we get this ridiculously S...L...O...W...  upgrade.

Joe himself is by now understand how astonishigly BAD this upgrade is going, so he simply stopped reading and reacting to customers opinion. Yea, I know he is very busy being PROUD of the job his team is doing, so he does not have time reading this...

[ABCMD]

In response to those who responded to my initial post, let me say this:

As I stated, I like FIOS, still think it is the best deal and best solution for TV/internet/phone in NY area at present time, and recommend it to friends all the time.  Many features far exceeding Directv at present time, such as extensive on demand, and TV/phone/intenet integration, and less interruptions due to weather. Would never consider going back to Cablevision, or anything else the Dolans touch.

Having said that,  it still is absurd that I am waiting over a year to enable my SATA port, and other features I was told would be coming very soon when I joined FIOS, and that weather delays/natural disasters/strikes are the apparent reasons, or server problems, with no official timetable or official statements as to what/when/where.  Messages appear on my screen touting the long awaited new FIOS is here, then mysteriously disappear.

When a tree fell on my house from the hurricane, I had it removed in a day, my office servers were back up, and business went on.

It seems that the price being paid for this advanced technology is that it is incredibly complex and difficult to upgrade: could someone from the company honestly and succinctly explain to us why this is so?

FIOS groupies such as those above defend the company and their lack of communication. While this is all minutia in the big scheme of things, I just think this is another example of complete lack of respect for customers.

[prisaz]

"FIOS groupies"  WOW COOL! FAR OUT!

Can I be one of those?  I would have fit that 70's show life style just right.

I suspect it may even involve the many MDU Multi Dewelling Units that are located in NYC. Not sure. It would be interesting to know all the exact details, but I guess they really don't matter. If the reasons for doing your area last are not resolved, it will just take longer. Yes the Fios technology is a bit different in the way TV is implemented. I am sure your cable companies would not be upgrading all their foot prints at the same time. Or even SAT providers. But it has taken a while. So no I am not defending Verizon or FiOS. But I like FiOS much better than other technologies. So yes I do beat the FiOS drum from time to time.

PS.

We just received 1.9 this past week. I have been playing with it and seem to be pleased with it so far, but I certainly hope that the guide data improves. Bad guide data, such as the new flag, makes the scheduling or series recording rather useless, regardless of features or how pretty things are.

[ABCMD]

Mubble;

I disagree with you, verizon DOES owe me an upgrade..

If I purchase a piece of software, we all pay the same price and sign the same contract, and 2/3 of the installed base gets an update way before the other 1/3, which improves functionality (i.e allows much more storage via SATA) or allows DVR's to talk to one another (thereby allowing more than two streams for everyone in house), than I deserve the same upgrade at the same time, cuz I paid the same and signed the same, within reason.

If not, as with FIOS, I deserve at least an explanation, possibly  a refund, or the ability to get out of the contract early without penalty, in my view.

[Joe01880]

Verizon does not owe you a refund, they have delivered to you unsurpassed picture quality, outstanding phone service and reliable broadband internet and the means by which to use all of those via a set top box and router, you do need to supply your own TV,  computer and telephone. The udated software for the STB is an update to a already functioning product.

Your have purchased a service which Verizon is providing as agree'd, their obligation to the contract is fullfilled. You are renting the STB that is needed to use that service, if the STB is defective Verizon will replace it with one that works. You would have to show me where anything says Verizon has to upgrade the software/firmware in that rented equipment at all. If they do upgrade it to somehting better..thats better, but becareful what you wish for. After complaining about not having the latest and greatest what if you get it and its not so great, you wont be able to step backwards!

[ABCMD]

Joe,

 I never disputed the quality of the product (see above).

The point is not the refund; the point is that others in the country have  new hardware functionality months before we do, and this upgrade keeps getting delayed without explanation. I'm not even talking about the quality of the software upgrade .

When I signed up over a year ago I was told these features would be coming shortly;   the company touted this upgrade over a year ago, features that DTV had and were arriving  shortly.  They can send messages over the air to tout flex movies, or new channels; why cant they send a system wide message explaining how long the delay is and why? Which DAC is next? Why NY/MA is delayed and why the order was switched?

Unless you log into these boards and read what experts like you know, we are in the dark. Do you actually think verizon is properly communicating to its customers, and being forthright?

[alden]

Verizon does not owe you a refund, they have delivered to you unsurpassed picture quality, outstanding phone service and reliable broadband internet and the means by which to use all of those via a set top box and router, you do need to supply your own TV,  computer and telephone. The udated software for the STB is an update to a already functioning product.

Your have purchased a service which Verizon is providing as agree'd, their obligation to the contract is fullfilled. You are renting the STB that is needed to use that service, if the STB is defective Verizon will replace it with one that works. You would have to show me where anything says Verizon has to upgrade the software/firmware in that rented equipment at all. If they do upgrade it to somehting better..thats better, but becareful what you wish for. After complaining about not having the latest and greatest what if you get it and its not so great, you wont be able to step backwards!

---------------------------------------------------------------

Tottaly disagree with you Joe and agree with ABMC. Why you and shall pay the  SAME PPRICE for the diffrent service - you have IMG 1.9 and I ( and tens of thousands more) have IMG 1.9? Because of incompetence of Joe Ambeault team to implement upgrade on timely manner? I agree that FIOS quaility is very good but Verizon treatment of their customers is simply outrageous. They believe that communicating with customers is not neccessary, instead of simple explaination to the people what's going, they keep us in total darkness. To me it's total disrespect from the comapny who's goal is customer satisfaction, especially from Joe Ambeault , who stopped communicating on this forums alltogether. This is the thing, YOU SHOULD NOT BE PROUD ON, JOE, this is you should be ashamed off!!!  

[jonw747]

The answers are out there on the internet and on this forum to boot. I'm a recent subscriber to FIOS and I knew what the deal was. But I was in the Verizon store swapping out one of my new DVRs and the CSR didn't know or was pretending that the new 1.9 software didn't exist. That's actually pretty standard, as CSRs are taught to support what their customers have, and not to talk up features that aren't available or else .... customers start complaining when they don't get it. So what's the scoop? IMG 1.9 was initially delayed due to problems during the release and then again due to the strike. It started back on track in August or September and is reaching the end of the rollout. Unfortunately for you (but cool for me) the NY/MA roll was delayed due to server problems that pushed VA/MD/DC ahead in the cycle. You guys should start rolling out soon, that is if they're able to fix their issues.

[alden]

Re: In NY, astonished how long upgrade taking![ New ]

11-01-2011 02:53 PM

The answers are out there on the internet and on this forum to boot. I'm a recent subscriber to FIOS and I knew what the deal was. But I was in the Verizon store swapping out one of my new DVRs and the CSR didn't know or was pretending that the new 1.9 software didn't exist. That's actually pretty standard, as CSRs are taught to support what their customers have, and not to talk up features that aren't available or else .... customers start complaining when they don't get it. So what's the scoop? IMG 1.9 was initially delayed due to problems during the release and then again due to the strike. It started back on track in August or September and is reaching the end of the rollout. Unfortunately for you (but cool for me) the NY/MA roll was delayed due to server problems that pushed VA/MD/DC ahead in the cycle. You guys should start rolling out soon, that is if they're able to fix their issues

______________________________________________________________

Again, I am angry at Verizon not as much for the delay itself but for the fact that company totally and willfully disrespect us, their customers. Verizon exists because we, customers paying them for the service, but service, even good  service, shall be accompanied by respect of the customers. Why not, in the world, Verizon top manager put in the forum statement apologizing for the delay and explaining what is going on? We know sometimes things happen beyond control but it has to be straight talk by Verizon to the customers!!!  I personally feel upset and seriously thinking to drop Verizon service in protest of how Verizon treats me. Couple months ago 800,000 Netflix customers drops the service purely because Netflix disrespected them, did not properly explain arguments for the price increase and Netflix paid heavy price for that. I am not implying that Verizon will step in the shoes of Netflix, but I know that my frustration with the lack of communication by Verizon is shared by many, many customers. Verizon must improve communication with customers if they want  to have us as customers! 

[alden]

The answers are out there on the internet and on this forum to boot. I'm a recent subscriber to FIOS and I knew what the deal was. But I was in the Verizon store swapping out one of my new DVRs and the CSR didn't know or was pretending that the new 1.9 software didn't exist. That's actually pretty standard, as CSRs are taught to support what their customers have, and not to talk up features that aren't available or else .... customers start complaining when they don't get it. So what's the scoop? IMG 1.9 was initially delayed due to problems during the release and then again due to the strike. It started back on track in August or September and is reaching the end of the rollout. Unfortunately for you (but cool for me) the NY/MA roll was delayed due to server problems that pushed VA/MD/DC ahead in the cycle. You guys should start rolling out soon, that is if they're able to fix their issues

______________________________________________________________

Again, I am angry at Verizon not as much for the delay itself but for the fact that company totally and willfully disrespect us, their customers. Verizon exists because we, customers paying them for the service, but service, even good  service, shall be accompanied by respect of the customers. Why not, in the world, Verizon top manager put in the forum statement apologizing for the delay and explaining what is going on? We know sometimes things happen beyond control but it has to be straight talk by Verizon to the customers!!!  I personally feel upset and seriously thinking to drop Verizon service in protest of how Verizon treats me. Couple months ago 800,000 Netflix customers drops the service purely because Netflix disrespected them, did not properly explain arguments for the price increase and Netflix paid heavy price for that. I am not implying that Verizon will step in the shoes of Netflix, but I know that my frustration with the lack of communication by Verizon is shared by many, many customers. Verizon must improve communication with customers if they want  to have us as customers! 

[jonw747]

Maybe they don't want to start the precedent of apologizing for delays in their software releases? After all, if they catch too much grief for pre-announcing new features in the works, they could always just decide to clam up. The reality is that software schedules slip, and the threat of irate customers who were given a date when to expect a new upgrade shouldn't hold them back from doing what's best for their business, their network, their customers. That's probably why the updates you can get are semi-elusive and done through unofficial channels like twitter. It would be nice if they could turn the crank on new releases faster and more efficiently, but after dealing with multiple issues on release day due to what was likely due to congested servers, I can start to understand why they don't. So, yeah, as a customer I wanted IMG 1.9 the day I'd signed up and I was disappointed I didn't get it pre-installed - especially after getting my install delayed by the strike, but not so disappointed that I told the installer to turn around. 😉 *shrugs*

[alden]

The problem is that Verizon don't care much what customers think - even now, after such big negative reaction by many customers.  They like to keep people in darkness , somehow Joe A. thinks it's good policy. Instead of communicating with Cusromers DIRECTLY on forums he tweets vague messages to limited number of people who then spread message.

I doubt very much that customer satisfaction is what is in mind of IMG top manager.

[jonw747]

I was just attempting to point out that sometimes it's a no win situation and companies need to balance the pluses against the minuses of giving too much feedback .vs. too little.If we'd never heard about 1.9 until it appeared on our boxes, would people be happier? I know I wouldn't. Heck, I probably wouldn't even be a subscriber to FIOS TV.

[ABCMD]

Jon-

While I appreciate your view, the key bullets in this thread are still:

1) Part of why I signed up over a year ago was that, upon my questioning, I was told specific hardware capabilities were shortly coming in the the new "upgrade". These functionalities are relevant to my house and the way I watch TV, and I sacrificed them switching from DTV to FIOS. Server congestion really isnt my problem, they should have the infrastructure and manpower to deal with the burgeoning customer base.

2) Many customers have these new features for many months already.

3) No communication of any sort from company to customers regarding repeated delays, reordering etc.. They can show a banner on my screen saying it is finally here, but no banner or message when it mysteriously disappears.

[jonw747]

Sure. I still have DirecTv and we're still working our way through our recording backlog.The 1.9 features were a big part of why we were willing to give FIOS a shot as well. I don't know about you, but I'm not under contract. Unlike with DirecTv, if I decide I don't like how Verizon's gear works I can just have them haul it away. What I'm trying to caution you is that complaining about unreleased s/w like you're doing is a double edged sword. They're more likely to clam up and shut off communications than they are to expand it. When I went to the Verizon store, the guys there acted like they'd never heard of the IMG 1.9, and that's probably how they should have treated you. Without the lure of the new feature, you wouldn't be disappointed by the delays and lack of communications. Maybe you would have gone some other way? Heck, unless you're under contract you still can. Anyway, I think you're going to like 1.9 and hopefully you'll have it soon if it didn't go out already. Fortunately for me it arrived before I ran out of disk space - because it's building up nicely as we work our DTV backlog.

[alden]

Sure. I still have DirecTv and we're still working our way through our recording backlog.The 1.9 features were a big part of why we were willing to give FIOS a shot as well. I don't know about you, but I'm not under contract. Unlike with DirecTv, if I decide I don't like how Verizon's gear works I can just have them haul it away. What I'm trying to caution you is that complaining about unreleased s/w like you're doing is a double edged sword. They're more likely to clam up and shut off communications than they are to expand it. When I went to the Verizon store, the guys there acted like they'd never heard of the IMG 1.9, and that's probably how they should have treated you. Without the lure of the new feature, you wouldn't be disappointed by the delays and lack of communications. Maybe you would have gone some other way? Heck, unless you're under contract you still can. Anyway, I think you're going to like 1.9 and hopefully you'll have it soon if it didn't go out already. Fortunately for me it arrived before I ran out of disk space - because it's building up nicely as we work our DTV backlog.

_______________________________________________________________________

jonw747,

Have you read what Verizon employee Tonya_VZ has written in her blog?

" We are working very hard try to deliver the best and the latest technoligies to ALL customers and that every customer will have 1.9. SOON!!! "

 SOON???!!!

I don't know about you, but when I"ve read this word "SOON", I was mad like hell. These people at Verizon not just unprofessional and customer unfriendly, being unable to fix the problem for weeks and weeks, they are CINICAL as well.

SOON? What does it mean? Week?, Month?, Year? What is the borderline between "SOON" and "NOT VERY SOON" for Verizon? Unbelievable!!!

[jonw747]

I'm sure they felt IMG 1.9 would be out soon, but software development is not like baking cookies. It's ready when it's ready, and even then sometimes you think it's ready or you try to rush it but then realize it has too many issues and you have to pull it back. And then just as it was about to start going out again, the strike happened. I just don't think their intention was to mislead people, but I do think there is a caution here that when you accept a product based on expectations of new features you are accepting a risk. Given that Verizon didn't actually require me to take a risk and the only thing I've invested are a couple of 2TB eSATA drives that I can always re-purpose ... giving FIOS TV a shot was a no brainer.