I have been a Verizon Fios customer (TV/internet/phone) for several years and never had any real issues with the service. Over time, however, I noticed that my boxes were taking several seconds to respond to any commands sent via the Fios remote. So a few months ago, I upgraded my DVR and two set-top boxes to the Fios One (4100-series) equipment. Much faster response to the remote and 4K signal which is great. This was done through the mail as I am capable of swapping out equipment. This upgrade cost me nothing which was also great.
Since then the Verizon website and Android app -- which worked fine for me with the older 1100-series equipment -- have been of limited use. When the website can connect to display my equipment information -- often it simply says there is an error and try again later -- it shows the model numbers and serial numbers for the old equipment that I returned. When I use the app, it shows that I have 4 set-top boxes when I have only 3 and they are all named either "NOT_NAMED" or "SELF-INSTALL" which limits the usability of the app since I have no way of telling one box from another. It should be noted that all of my boxes have been named via "Settings" to match the room where they are located.
I've called or chatted about these issues at least a dozen times in the past few months. The agents are nice, and willing to spend the time, but whatever they are doing is not solving my issues. At first I was told that the new DVR box was defective and another was sent. This made no difference. I've had a few chats and phone calls that were over an hour in duration where agents have told me that they've updated everything on my account and all should now be fine, but it isn't. As of today, when I login to myverizon.com and access "TV Equipment Manager" I still see model numbers and serial numbers for the old equipment I returned. If I log into the app, I still see all my boxes are "NOT_NAMED" or "SELF-INSTALL". In spite of my time and everyone's work, I've made no progress at all; in fact, I've gone backward as after today's chat of over an hour -- during which several reset commands were sent to my DVR -- I now have lost all of my "Favorites" and they won't import from another of my boxes.
So, here's my issue: how can I get this escalated high enough at Verizon for someone to spend time understanding and solving these issues for good? Please don't tell me you're sending me a private message inviting me to Facebook/Twitter as I don't use those platforms. I want someone who is experienced and in a position to solve my issues to call me at home, or visit in person, and work it through with me. How can I get that to happen? Thanks.
