Greetings community, I wanted to check with others on an issue I'm having after upgrading my TV package.
I recently upgraded to ExtremeHD to take advantage of some channels I wanted. One of them is One America News for me in zip 07747 that is chan 116 and 616. Both are listed online as part of the ExtremeHD package.
After upgrading, OAN came in on HD 616 only on my main Quantum TV box, but not the satellites. SD 116 worked on all of them. Then 616 stopped working all together.
I went through the process of rebooting all of the units, using the automated fix agent which re-pushes programming, and spent an hour on the phone with a tech. Nothing could get the OAN 616 HD channel to work.
The phone tech scheduled a in-house tech visit of which the guy just left. He had a printed out paper showing OAN is only available on SD for ExtremeHD. I logged into my account and pulled up my lineup and showed him that 616HD is also included as of my package on the website. Their response is that the website is not updated, and the paper lineup guide is more recent!!! This was confirmed by someone on the phone he was speaking with.
Basically I signed up for ExtremeHD with OAN in HD on 616 being one of the channels in the package that I wanted. I sign up, and am now told that it is not included and how "channels switch packages all the time".
All I want is what I signed up for and paid for. I have a screenshot of my online line-up showing I should have it, and the tech on the phone (of which I spent an hour with) also confirmed it is in my package.
Anyone else have a similar experience?
You are talking to other users here which means that we can't help. However, I do understand your frustration. I've raised that issue with Verizon in the past and it didn't get fixed. It amazes me that they can't keep the website information up to date.
To address your problem:
You need to call customer service. They aren't going to give you anything other than the official package lineup. But you can downgrade your package. There would be a price adjustment, but no penalties.
I ran into the same issue 2 months ago. After Verizons Spotlight news letter was released saying OAN was in HD as part of the Extreme package I tried viewing it with no success.
I spent over an hour with a tech who said my channel modules were not set up correctly so he fixed it.
Still couldn't get the channel and instead of admitting that they had no clue what to do the response I recvieved was, "Sorry the channel is no longer available to you as part of Extreme."
So they were saying the channel which according to the Spotlight newsletter that they released and the online channel lineup which listed it as part of Extreme changed while I was chatting with them. LOL
After that response they rushed me out of chat.
I ended up downgrading back to preferred. I wasn't about to pay for channels they say I should have but don't. It's still listed on all channel lineup's (paper included) as part of Extreme too. It seems the Extreme package is full of channel issues for a lot of people (was my 2nd one...had an issue with Hallmark channels) so it's better to stick with preferred or go all the way to Ultimate in my opinion.
Thanks for the info guys. This is pretty frustrating. At least I'm not alone.
Start a new topic or ask questions in the open forum.
