No access to saved DVR programs or most TV channels for live streaming on our devices

[Mouse2019]

 We do do not have access to saved DVR programs or most of the TV channels (that we are supposed to have) for live streaming on our devices. Our devices consist of iPhones, an Ipad, and and a Lenovo laptop. They do show the content we have recorded but will not play the content. .When we attempt to watch certain channels on devices (example: Channel 507 ) we get the following Message: “This channel can only be streamed from your Fios TVbox when connected to your WIFi router.” Other channels play on the devices ok.

We have the enhanced package so that is not the problem. 

I think the app thinks we are not at home thus is offering limited access. 

We have had Verizon here twice and made repeated phone calls to customer service where they kept us on the phone for hours, reset everything and had us add and delete the TV app multiple times.  Nothing has worked and we are very frustrated. 

I see here on this blog that a large number of people have similar problems. One person got a response from Verizon that said there was a problem with his backend WAN IP address  and that they were escalating it to their network ream. Seems like they finally fixed it for him.

We have been trying to get this fixed since we rejoined Verizon in August. It is simply beyond belief unacceptable to not be able to use your devices for services you are paying for. Service people are very nice but the last one claimed he had not been trained on fixing this problem. He referred the problem up the chain then no one called back. We are tired of wasting hours of our time calling and staying on phone with people who can’t seem to fix problem. Verizon needs to fix this issue immediately.  This is a very bad business practice. 

[kh-gary]

Hi Mouse2019,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.