08-11-2009 11:21 AM
I have been having internet and TV issues with my Fios service since June of this year. We have been trouble shooting this issue with multiple phone agents and over 7 technicians for the past 2 months. I understand that the TV's HD and On Demand is going to freeze and pixulate because it is streaming from the router, which is losing connection or data is being lost.
The technicians have replaced my DVR box 3 times, the router 3 times, the ONT box outside of my house 2 times, changed all of my splitters and the issue still persists. Two weeks ago the last technician double checked everything that the previous technicians have worked on and tested the fiber optic cable running from the hub to my house and that tested fine. So, he pretty much said he isolated the issue to be a bad PON card at my regional office. They replace it and then I have good service again for just a week.
I believe or if I'm not mistaken it isn't a hardware issue. I called a couple of days ago to another tech. agent and he said to port forward all of my game consoles, which didn't make any sense cause I have been playing the same games for 6 months without being blocked by any firewalls and I have all of them connected to the router with the ethernet cables. So, I did it anyways and nothing happened. I still have the same issue.
Can anyone please help me figure this out because I can not deal going through another agent or technician to find out their telling me the same thing over and over again?
Solved! Go to Solution.
08-12-2009 03:21 AM
08-12-2009 09:38 AM
A tech. supervisor contacted me yesterday and told me that two other people in my area were having the same issues as I am. He said that we all have had all of our equipment replaced at least twice and have been expericeing the issue around the same time. So, after two months of calling for tech. support and having several technicans come out he like the last technician said they have finally pin pointed the problem. He told me that a group will be working from behind the scenes trying to correct the issue, because after they replace the PON card something else went wrong and they were going to trouble shoot it over night.
Today, I am at work and have not checked my TV or internet to see if the issue was corrected. I will give an update on the forum if the issue was resolved or not.
08-12-2009 05:35 PM
Service still down... he equipment set up for my location and still can not locate the problem.
08-13-2009 06:46 AM
08-19-2009 06:50 AM
OMG!!!!!!!!!!!!!!! I am so glad to know that I am not the only one who's internet works when it wants to.
I have been a customer for at least 5 years now. I moved into my apt. in April. Since I have moved in I have had nothing but trouble with the internet. It has not stay on a full day since April. I have called, trouble shot on the phone with so many different serv. rep's that it's not funny.
I have had 4 different technicians out to "check the problem". And even got verizon to send me a new modem because the one that I had was out dated. The internet may work 4 hours out of any given day of the week. I was told that the problem was reported to "the main office" but still nothing.
I am not computer igornant & knowing how to reset the modem and unplug the internet is not hard. BUT... what do you have to do to get the internet service that your paying for from Verizon???
Even the last tech that was out seen how it goes off and on when it feel good and ready.
Can someone on here help me before I just suspend the service all together and move on to comcast or dial up??