Disgusted with Verizon so far
Top-Jimmy
Newbie

So 5 days ago I get Fios triple play installed.  The night of installation I notice that the music choice channels are skipping horribly.  I do the online chat thing and after numerous resets the problem is still there.  After a bit of research on line, I see that there are NUMEROUS issues with the Cisco DVR set top boxes in regards to the music choice channels.  These issues have been going on for a minimum of a year and a half.  I call up the support line this time.  Pretty nice guy, but again they can't fix it.  He is going to send out a tech.  Well the tech comes last night.  His fix is to not use an HDMI cable or an optical cable.  He uses component cables including using the good old "red and white" sound cable............

So let me get this straight .....

Instead of being honest about the garbage Cisco DVR box the tech removes the ability for my box to produce dolby digital by using those component cables ?  What if I had no idea how this stuff worked ?  Now my shiny new and (expensive) service would be losing sound quality and maybe I would not be the wiser.  So the tech was either ignorant or was intentionally trying to mask the problem.  So now I call up support again !  I finally get someone to acknowledge the issue with these boxes.  It is a known issue with these boxes.  Most are unaffected since a large number of people do not listen to music choice.   My wife and I do all the time.  So the guy on the phone relents and tells me I can go to a local Verizon service center to change my box for another brand.  So now I am to drive 30 minutes from my work to an actual brick and mortar Verizon building to see if they have any of the Motorola boxes.  Supposedly these work.  How is this issue still going on ?  Could not a firmware change from Cisco and/or Verizon solve this ?  This is insane!  Knowingly installing equipment which is known to be faulty.  Now again, if you don't listen to music choice it is a non issue.  As a test I had my coworker try out his music channels at home.  He has the same box AND THE SAME ISSUE.  Now it does not matter to him since he does not use them.  This is not the case with me.

So off I will go today to the Verizon store for my last shot.   The only solace I have is that we caught this early at my house.  If this doesn't work I am well within my 30 days and can turn it all back in.  It will be sad and all since the picture quality is good and the internet is fine (once I turned the crappy wireless off and used my own).  Can't put up with this kind of issues and service though.  As much as I would loathe to go back .... Comcast worked just fine.

jim

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Re: Disgusted with Verizon so far
mfizzy
Specialist - Level 1

Dont think you can just change they type of box you have. The boxes are area specific and it take more than swapping the box. You need a tech for this kind of change.

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Re: Disgusted with Verizon so far
Top-Jimmy
Newbie

Yeah, found this out yesterday.  Just another thing to add to the list.  Why send me to a service center when you know they can't change the box ? 

Thankfully, the gentlemen who was on duty there knew his stuff.  First person out of the 6 or seven I've talked to on this on the phone or in person who understood the issue and he could not even fathom how the tech that came to my house thought that using a red and white RCA component cable for sound would be acceptable.  It boggles the mind that it took this long to find a person who actually knows a bit about the workings of the products they are selling and / or servicing.  He even tried to call tech support on his own for me (in front of me) and they could not help HIM LOL !  He then gave me the contact information for the "last resort" group to voice my concerns and if need be ... My cancellation.  

End result .. They are coming with Motorola equipment next week.  I hope to God it works.  Despite all this, I want to keep it and give it a go.  Picture is nice and the internet speeds are awesome.  Customer service is lacking big time, but hopefully I won't need them after this 🙂

Jim

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Re: Disgusted with Verizon so far
Top-Jimmy
Newbie

And what do you know ... The Motorola Box completely fixed the problem.  It is kind of a crime that I can find posts about this issue almost a year and a half old and no one seems to know about it at Verizon.  (or refuses to acknowledge it)

All good now !

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