NEW FIOS Guides

[Susquehanna]

The NEW FIOS TV Guides are difficult to see.  It has become frustrating for me as a long time Verizon Customer.  

• FONT Size is too Small
• FONT Color is too Light
• No Contrast between Background Color and Type Set

Please forward my complaint today, Monday, January 30, 2012.

[retiredme]

This is a peer-to-peer forum wherein customers help other customers with common problems. If it's any consolation to you, there are many users that have filed similar complaints, and I do suspect that the VZ moderators of the forum have passed along the concerns to the engineers. You might check the Idea Exchange to see for yourself if any of the recommendations have been accepted.

[TVTVTV]

Font size is way too small

Color is too light and just not pleasing; it looks like an early 80's scheme

Not enough contrast

Our Fios Guide gets "stuck" often. It also gets stuck if we pause a program and then try to play it again. Exasperating.

The more I use the Guide, the more I wonder if Verizon tested this much; in addition to being unattractive, harder to read and harder to use, the commands don't seem to be in the most logical order; for example, if one is searching for a program, the first command is "Tune to Channel". Most people I know who search are searching for upcoming programs to record. Isn't it more logical to make that the first choice?

Verizon still refuses to let us go backward on the schedule to see if we've missed something, or what a previous episode might have been. I loved this on iO TV and used it often.

I genuinely cannot determine a single improvement on this guide yet.

[TVTVTV]

Don't think VZ moderators are forwarding anything - is Verizon ever responsive to customers?

[Malcolm_Stanley]

The Moderators here and the Verizon Product Managers speak to each other every day or two, and many Verizon employees read these forums regularly as part of their jobs, to make sure there is a good understanding of the customer feedback we are receiving on our products.

We use these forums to help us understand what features and fixes we need to implement.

so your feedback is being heard, discussed, and utilized.

[oldfashioned]

I personally don't understand all of this emphasis on a TV Guide Display.  So many parts of this discussion have gotten redundant. 

But Malcolm, now that you're assuring us that in general, our feedback is being discussed and used (which I believe is probably correct), I really would like to know what's going on with my feedback regarding these all day tech appointments.  If you could broaden your participation to include discussion with us in other areas besides the TV Guide that are equally important, it would keep us in the loop much better.  Just as an example: I see that in the Idea Exchange Forum, my proposal to get rid of these all day tech appointments and to instead give a time frame (for a lot of obvious reasons which to me are common sense for us customers), was voted on 22 times and has been "acknowledged".  So now what happens?  What's being done to address this so it doesn't continue?  It's not very often that I run into these issues with my services going down but when I do, it's a big runaround every time and asking for a time frame (which is a reasonable request) is like asking for the impossible.  I even wrote to the Board of Public Utlities about this issue, all to no avail and without receiving any reply whatsoever. 

I apologize if I'm posting this in the wrong place and I realize this has nothing to do with any IMG issues but to me, this is a more important issue that's been ongoing for years and I am tired of it because this is one thing that never seems to get resolved.  I don't want to take away from the feedback you are contributing here with these IMG issues but I'm sure you can understand why there are those of us who feel left in the dark when it comes to these other problems and we have no idea what's going on.

It seems like whenever we post our ideas about these various issues besides IMG, we hardly ever get any replies or feedback and even though behind the scenes, our feedback may be in the process of being considered and possibly implemented, very often we would never know it.  I think it's an understandable perception which develops over time, particularly with any corporate giant.   The problem is that when we don't receive any constructive reply like you've been providing on these IMG complaints to acknowledge that it's being discussed and here is what is being done to address the problem and why the problem continues to go on, it's easy for many of us to feel like we're being left in the dark and wondering if anybody at Verizon cares.

We need more honest dialog like this here in other areas Malcolm and your replies have often been the ones that I pay more attention to because you're willing to shed light on whatever the problem is.  Even if other Verizon employees could participate in our discussions about other issues equally as much as you've been participating in discussions about these IMG problems, it definitely would be a step in the right direction. 

[TVTVTV]

Oh, that's encouraging! Thanks for your response.

So can you tell us what to do when we pause a program and it gets stuck? The only thing that's worked for us is to turn off the TV and the DVR and start all over again (cumbersome).

Can you please explain what prompted these changes and if Verizon has any plans to make the guide easier to read? I am sincere about this; my daughter now needs to use her glasses to read the guide! 
Thank you. 

[Malcolm_Stanley]

Thanks for your support on our responsiveness. We continue to try to set an example here with our conversations with customers. 

[Malcolm_Stanley]

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@TVTVTV wrote:

Oh, that's encouraging! Thanks for your response.

So can you tell us what to do when we pause a program and it gets stuck? The only thing that's worked for us is to turn off the TV and the DVR and start all over again (cumbersome).

Can you please explain what prompted these changes and if Verizon has any plans to make the guide easier to read? I am sincere about this; my daughter now needs to use her glasses to read the guide! 
Thank you. 

---

we will continue to work with customers to get their feedback and may make additional changes in the future where we think those changes will represent an improvement for our customers. The current guide was extensively tested before we rolled it out, but there is nothing like a mass deployment to solicit feedback on aspects of any product that may not be acceptable to everyone.

The DVR pause issue you mention is known to us and will be fixed in the next release, which we are working on now. 

[Figgy5]

How do I find the idea exchange?  I would really like to submit a request to change the font size for the on-screen guide.  It is very difficult to read (too small).  Perhaps a user option (similar to what you can do for closed captioning) could be implemented to allow the user to select a "large print" on-screen program guide.