Fios TV Mobile app - no longer casting "Live TV"

[mtg75t]

As of this morning (9/20/23), I noticed that the Fios TV Mobile App (Android) was no longer casting "Live TV".  This capability was working yesterday.

Background:  From the "Guide" tab within the App, I  selected a "live" program and it started to play on my Android device.  The live tv program streams correctly on my Android device.  I then selected the cast option and chose a casting device (chromecast) to play the stream on a larger screen.  However, the output on the casting device is exactly (after making minor allowances for buffering) 1 hour offset from "Live TV" - the stream being played is from 1 hour previous.

After testing on multiple devices (Android & Chromecast) and multiple channels, this appears to be a global change that has been performed on the backend. - the last update on the mobile app was early August, so it doesn't appear to be a new bug in an updated app.

Why has this capability been changed?  Is it a bug/error or a change in policy - I don't recall a recent change in Terms of Service that would explain this issue.  In addition, the change "appears" to being applied to all channels, so it's not a change in the terms being demanded by a single content provider.

I reported this "bug" via the mobile app's "Report an Issue" capability but after multiple exchanges, I was advised that this was not a mobile app issue and that I should contact Fios service.  Have others noted this issue?

[vzw_customer_support]

Thanks for reaching out. .  Let’s work together to address  this RIOS TV Mobile app issue  today.  Please reply to the following Private Note to get started.  We are eager to get your answers

-Deb

[vzw_customer_support]

Please respond to this Private Note to continue.  The FIOS TV Mobile app is running on what type of device?  Connected to home internet wifi or Verizon cellular service?

-Deb

[mtg75t]

My apologizes for my slow response - I was on vacation.  The Fios Mobile App is running on a Samsung Galaxy S10, but the issue is also replicated on a Galaxy S8 and a Galaxy Tab A7.  All devices are connected to a Fios  G3100 router

[Ddp311]

My parents are having the same issue on IOS/Apple iPhone. The channel is live on the iphone but when casted to a chromecast, it is 1 hour behind. I haven’t tried at my house yet but after seeing this, I’m expecting the same outcome. 

[vzw_customer_support]

Hello, being on top of your FiOS TV app is vital, especially if you are encountering live TV issues.

Please reach out to our FiOS Team by dialing 800-837-4966. They will provide the support you need.

~Gilbert

[mtg75t]

I called the # suggested and basically got into the Automated Attendant loop.  " In 1 or 2 sentences, please explain your problem".  I used multiple variations of the above Discussion Topic and repeatedly received the response "Let me pass you over to someone who can help", however that simply meant, I'll pass you to a different Automated Attendant.

So, I decided to use the Chat function and finally got a human response.  After about 1 hour, the "solution" was that I needed to upgrade my Settop boxes - these duly arrived in a couple of days and were easy to install (Thank you).  However, the problem persists.

So, I tried the chat again.  After another hour, the ultimate response was that the App doesn't support casting.  This makes no sense because there's a casting option provided in the app.  When I get a spare couple of hours, I will try the chat support again.  Possibly, this time will be more fruitful.

Just to reiterate, this feature worked prior to 9/20 - I used it on a daily basis.  The last time the mobile android app was updated was in August, so it seems unlikely to be a mobile app issue.  There's another post in this thread which indicated that a similar issue is being experienced on IOS, so this points to a back end change.

Are others noticing this issue? 

[Adammartell]

Yes I am also having this issue. It is very frustrating.

[brooklynlucy]

I have noticed this as well. I can get it to work occasionally by pausing the cast for a few seconds and then tapping play again. Anecdotally, it seems to sometimes work better if I do it during a commercial. If it's worked, there is more of a lag after pressing play and I'll see the red dot indicator next to "live."

And to be fair, I didn't even realize Chromecast had been added to the app until recently (and I'm shocked it was), so this is still better than nothing!