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FiOS TV Outage Resolved

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Heather_VZ
Silver Contributor V
Silver Contributor V
Posts: 952
Registered: ‎06-21-2011

FiOS TV Outage Resolved

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Many of you woke up this morning to find that some of your favorite TV channels were missing.  They were restored at about 7:30 (eastern time) this morning.  We apologize for the interruption. 

 

A problem began last night at around midnight in one of our offices that distributes the video signals and serves the greater New York and New Jersey areas.  Some other areas were impacted as well, but only minimally.  Your FiOS Internet and phone service were unaffected, as were some of the local channels.  

 

Our engineers and technicians worked on the problem during the overnight hours – when hopefully many of you were fast asleep – and the channels came back on around 7:30 a.m ET.  We are still monitoring the situation, and will continue to do so during the day today. 

 

We again apologize for this inconvenience, and we thank you for being a FiOS TV subscriber!

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ma22oys
Contributor
Contributor
Posts: 4
Registered: ‎09-06-2012

Re: FiOS TV Outage Resolved

Message 2 of 6
(2,890 Views)

Great to know Heather that it took Verizon all night to restore service in the New York region and no, everyone was not fast asleep not realizing the outage had occurred.

 

I tried calling on 3 seperate occassions to get through on the automated voicemail system supposedly referred to by Verizon as customer service. All 3 times, my calls were directed to customer service and after a lengthy stay on hold the annoying message came back stating that they were disconnecting the phone call.

 

That's the message Verizon gave to their customers that were trying to determine what the problem was with their TV service?

 

Wonderful example of incompetent and ignorant customer service.

 

Thanks you for creating a mosterously difficult voicemail hell to work with and then to be disconnected after being online not once, not twice, but three times by your system.

 

 

gbenj
Copper Contributor
Copper Contributor
Posts: 9
Registered: ‎11-15-2011

Re: FiOS TV Outage Resolved

Message 3 of 6
(2,814 Views)

I agree, 

 

While I'm happy the outage was resolved in a timely fashion, it is clear that verizon was aware of a problem late last night. 

 

When I got home around midnight and ESPN wasn't working there was no information on any verizon twitter account or the website. 

 

I did search twitter and saw other uses complaining of the same issue I had. 

 

In the future, if there is an issue, some immmediate communication and information from Verizon would go a long way. 

 

In this day and age I don't think asking for quick effective communication about outages is too much ot ask for. When the Verizon twitter acounts tweet out "Update: The outage is resolved" it seems ridiculous considering they never tweeted that Verizon was aware of an outage in the first place. 

 

 

StuartB
Contributor
Contributor
Posts: 2
Registered: ‎09-06-2012

Re: FiOS TV Outage Resolved

Message 4 of 6
(2,651 Views)

I also agree,

 I appreciate the all night efforts to fix the problem However the customer service and information was HORRIBLE. I only have a very few nights off and many hours were wasted being on hold with an absolutely useless customer service phone number. Also going through in home agent steps and more useless chat support (I was cut off in the middle of that too).

A very simple statement would have saved myself and countless others time, trouble, and being kept in the dark.

Not even a stupid tweet? Not even one sentence or alert on your website? Shame on you Verizon!

Heather_VZ
Silver Contributor V
Silver Contributor V
Posts: 952
Registered: ‎06-21-2011

Re: FiOS TV Outage Resolved

Message 5 of 6
(2,482 Views)

Hi All-

 

Thanks for your feedback!  We realize what a disruption this was, and I’m sorry for your frustrations. We’re taking this issue back and working internally to come up with ways to improve our communication process.

 

Thanks,

Heather

 

gbenj
Copper Contributor
Copper Contributor
Posts: 9
Registered: ‎11-15-2011

Re: FiOS TV Outage Resolved

Message 6 of 6
(2,383 Views)

Thanks for taking our feedback into considering.

 

Hopefully we don't have to worry about any outages in the future but its encouraging knowing that our concerns are being heard. Hopefully it makes an impact.

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