FiOS TV Technical Assistance

[#1]

HD boxes still out -- including the HD DVR at 4:40PM. Same response as other posters..no response to guide or menu requests. TV signal is ok and channel selection works, but no other HD or HD DVR box controls.

[#2]

Lakeland, FL (near Tampa) - same issues. STB died this morning, finally started back up but I'm not seeing any channel info or guide data at all after about 2 hours of it being back up. Not sure if that's usual or not.

HD MRDVR in the living room got whacked, when it restarted it ended up in some strange gray user settings screen I've never seen before. Unplugged it, waited, plugged it back in and it wanted the PIN # for the parental controls (which I set up once before but have never left active), which I gave it. Now, nothing seems to work except CH U/D, direct channel numbers. I can't get MENU to work to see diagnostics. If i hit INFO I get a request to set up the parental pin. No DVR functionality (if the recordings got erased in this my wife is going to blow her stack and we'll be on Brighthouse before the week is over).

Not sure if this will work itself out and when. I'm annoyed that I'm guessing I don't have DVR recording (so much for tonight's shows, oh well).

What a fiasco of poor quality control. We were about to renew our contract, but now I'm really thinking hard about it....

[#3]

Pittsburgh update: My Standard Box is still only working sporatically. The Widget server doesn't work at all.

My HD Box has only limited funtionality, and the program listing are blank, and the WIdget server doesn't work either.

I will definitely be calling Verizon and requesting that my bill will be prorated to reflect this day long outage.

[#4]

We have IMG 1.9 Working on our HD box in  Pittsburgh. Looks great. Still waiting on the DVR system to update.

In Verizon's defense, they did send out an email yesterday stating that they were going to be updating the Interactive Media Guide and there would be issues with the QIP2500 boxes.

It's just TV, Verizon will fix it. Take the opportunity to get some sun, walk the dog, or go shopping.

[#5]

Too bad that none of my email addresses ever received an email from Verizon regarding this update - despite what you indicate, I never received any such notice about this until I woke up this morning to find ther service was out.

If they were aware of issues with the Motorola box, instead of warning users of problems you should debug the situation thoroughly in house before deploying. Anything less is ridiculously poor customer service and fairly poor computer programming. (I'm a programmer, which is why I say this. You never, ever ship out a product without testing it thoroughly. Given that it's made various internet news outlets due to its widespread issues, I don't think this update was properly vetted on devices ahead of time.)

It's just poor service all around, and the longer the issues take to resolve, the worse it will be. I'm hoping things get restored soon so it won't be a problem.

[#6]

donovanoleary, when I call Verizon and let them know that I refuse to pay for this and the first service interruption within the past month, that unlike people who don't have to pay their hard earned money - and who hawk their services on Baker Square in Pittsburgh - it may just be "TV folks," to some people - but it should work as promised.

[#7]

Yes there is no question that Verizon could have handled this better, with or without the email. I got the email. IMG 1.9 was successfully rolled out to other areas prior to Pittsburgh, so there is no way that they could have anticipated having these issues.  

[#8]

Not a valid justification. No piece of software deployed to embedded devices from a remote location should ever be deployed without thorough testing. Clearly if other markets have received the update without a problem (which based on my internet searching earlier today does not seem like that was the case - I read about issues going back to when 1.9 first started rolling out), then there is an obvious difference in the hardware in the FL and PA markets (or at least the firmware/OS on those machines.)

It's not like the gravitational pull of the Earth, or the magnetic flux of the regions, could somehow magically make identical software work in one state but not in another. In other words, engineering screwed up and didn't research their software well enough. This isn't a case of Microsoft WIndows installing fine on one PC but not another; an embedded/closed device like a STB has a significant advantage: the hardware inside, and OS, are generally identical within a model revision. (That's the iPod model.)

This sort of issue shouldn't have happened today at all. The fact that I'm paying more for my service, at a lower quality level, than someone who just moved into the house next door, doesn't make a customer feel any better about service outages such as this, either...but that's an argument for a different day.

[#9]

londovir, I agree wholeheartedly! Great post.

[#10]

I finally got both the STB and the MRDVR to reboot back into functional mode with most features, but I have no channel data or guide data on either device. Saw the earlier message about this getting resolved around 6pm, but despite reboots I still don't see any data for either.

Anyone else having that problem, or is it just me now?