FiOS TV Technical Assistance

[#1]

I just moved into a new place over the weekend and had Verizon come out yesterday to install.  I ordered the multi-room HD DVR as part of my package.  When I got home from work yesterday I saw that the tech gave me the old 6416 box instead of the newer boxes I had been lead to believe I would receive (ie. the Moto 7232 or Cisco CHS435).  This box DOES NOT display IMG 1.9 in full screen.  It is formatted in old letterbox style on my nice HD 16:9 flatscreen.

I call Verizon when I got home and asked them to send out a newer box, the CSR said they couldn't.  I'm not sure why as I had this issue at my previous residence and when the upgraded to 1.9 I called and the CSR sent me a new(er) box then with no problem!

So the CSR connected me to tech support.  After some time on the phone ({edited for privacy}) and 3 signals sent to this box nothing worked.  One signal did "work" but all that signal did was "stretch out" the letterbox format to fit the full screen but this cut off some some of the sides of the IMG and only displayed 1 hour worth of programming (instead of the normal 2 hours you can see when it is in 16:9 format) I told the rep this and he sent a 4th signal and that update but the guide back to letterbox format.

Finally rep then told me they were having "some bug issues" and I would have to wait 24-48 hours for them to send out an update.  I find this unacceptable!  The amount of money that is being paid for the service I should receive a fully functional new HD DVR box not some old recycled Moto 6416 box that is so laggy/slow, doesn't display IMG 1.9 properly and needs to have bug fixes!

Sincerely,

A very disgruntled customer

[#2]

Just to follow up on my above post.

I called again last night and spoke with Tech Support.  After some additional signals sent to my box and none of those working the rep first tried to tell me I would have to pay a $39.99 upgrade fee.  I said that was simply not acceptable to me as I just signed up for the service and would expect that things should work properly out of the gate. 

After some additional discussion he then sent a signal that he said would take 7-11 minutes for the box to turn back on...after 15 minutes my box still did not come back on.  At that point he finally stated he would send a replacement box to me via overnight UPS.

So we shall see if the replacement box works!  I will post back once I receive it.

[#3]

Got home last night and received my updated HD DVR box.  Unfortunately it was not either of the new ones but the Moto model that is one model up from the 6416.  Everything works fine

My only problem is - if Verizon is going to recycle/refurbish these boxes shouldn't they make sure they are at least CLEAN before they send them out to consumers?  The box I received had 2 "Quarter sized" globs of some kind of sticky brown residue on the front of the box.  This is pretty disgusting IMO...I was able to remove them but it was still ridiculous that I had to do that when I received the box.

[#4]

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[#5]

I kinda think the 6416 has a free upgrade through the menu.

Check menu > customer support > in home agent > set top box upgrade

That one is older and their 6xxx and 2500 series set top boxes were getting that upgrade option due to the mpeg4 channels that they won't ever see.