As a Verizon customer who switched from Comcast Xfinity to Verizon FIOS in October (2017) I admit that I believe that I made an error in judgement regarding Verizon’s capabilities as a content provider. I assumed that Verizon would attempt to stay competitive with the features and capabilities of Comcast / Xfinity in term of the functionality of their X1 platform.
Unfortunately, I was sorely mistaken and my error was confirmed in statements by Verizon CEO, Lowell C. McAdam. In a recent interview he stated that having a robust and reliable network / infrastructure trumps everything else. This strategy is consistently followed by Verizon marketing in the television ads of that annoying adolescent who “informs” the world that is is all about the network.
In contrast, Comcast / Xfinity provides many advantages in their X1 platform that leaves Verizon’s FIOS product in the dust. These features enable a “single service” portal that is competitive with Roku Ultra, Amazon Fire, Apple TV, Google Chromecast and Samsung / LG smart TV platforms in providing a portal for all content viewing.
What Mr. NcAdam and company fail to recognize is that as a service provider, overall customer experience matters. As a Verizon customer who has purchased premium content and has recently switch over from Comcast / Xfinity, the lack of capabilities on the FIOS platform are glaring and include the following pain points:
What is the benefit to Comcast / Xfinity in making it easy to find Netflix titles? Why offer all title available through content providers that a customer subscribes to when you can try to get the subscriber to rent or buy the title from Verizon? The answer is simple: CUSTOMER SATISFACTION!!!
If Verizon continues to pursue the current greedy, short-term strategy of driving customers to rent or purchase content that they currently should be able to access as part of their Verizon FIOS subscriptions, they are simply encouraging customers to “cut the cord” sooner rather than later.
Maybe this IS the long-term strategy for Verizon, to get out of the content provider business. Maybe that is the smart strategic direction, to relinquish content provision to Comcast, Optimum and other traditional cable companies and focus on network as a core competency.
I am not an expert in the business market strategy of telecommunications, cable television and ISP. There are people with much more expertise tackling these issues. What I can do is convey the experience of a customer whose expectation from Verizon FIOS TV has fallen very short of expectations.
If I may end this commentary on a positive note, the Verizon network as as evidenced by my internet performance has been nothing short of exceptional as was the technicians who installed FIOS in my home and provided great assistance in configuring my Ethernet home wiring. Verizon has provided me with great service on my wireless and home subscriptions for many years. It is my hope that Verizon decides whether to commit to being a (FIOS) content provider “all in” or get out of the business! It makes no sense for a company with Verizon’s heritage and reputation to do FIOS TV half-way!
I just switched to FIOS from Comcast. Boy am I disappointed. I'm sorry I switched. I loved FIOS last time I had it but after having Netflix and a voice remote with Comcast this service is now so inferior. I might switch back. Very very disappointed. These cable services cost too much to have to not have such features.
12-02-2017 04:22 PM - edited 12-02-2017 04:23 PM
Generally the channels are referred to as content providers.
Verizon, Comcast, etc are just the conduit for the content.
Netflix should be available for all customers that have Quantum hardware this Monday 12/4.
12-15-2017 05:37 PM - last edited on 12-15-2017 07:15 PM by Paul-D
I have had Verizon Fios for 5 years now and could not agree with you more. Initially it was out of necessity but recently Comcast ran fiber optic cable lines through the neighborhood. From your “rant” it seems Comcast offers more for less and an interactive menu without the blackouts to force you to rent or buy from them. Unlike you though, my internet sucks. I pay for 75/75 and frequently speed test in the 10 range. My channels pixilate, my cable, and internet frequently go out or require reset. I have done everything customer service tells me to and have spent hours with reps with less Network and computer knowledge than myself. I have been looking to cut the cord, which always returns to I still need internet. I am thinking of making the switch to Comcast or maybe goi g back to direct tv. All I know is that you alaysis was spot on,
12-17-2017 07:36 PM
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I must say, I'm a little disappointed with some of the features lacking with Fios. I came from comcasts' x1 system and it seemed far superior in terms of ease-of-use and features. For instance, on x1 you can just start typing with the remote and the shows will pop up that match those letters. Fios has the archaic move-the-cursor around a keyboard system. x1 also has netflix built in which is a great feature. And what's up with the ancient remote with no backlight? I'm not a comcast fanboy, any normal person will agree the picture quality and content is the same across these companies... just wish they had the intuitive features.
01-07-2018 06:37 AM
Comcast has an alphabetic remote?
FiOS search does update search as you select characters.
And they remote is not 100% backlit, but enough keys are, IMHO, to navigate.
FiOS does have Netflix available on their quantum stbs.
01-07-2018 08:07 AM - edited 01-07-2018 08:12 AM
No, it's not an alphanumeric remote. It looks the same as VZ's remote in that it has the 3 letters on each number. For example, let's say you want to watch Terminator 2. You would just press, while watching TV, 8-3-7-etc., and as soon as you start pressing buttons, a window pops up (on the right 1/3 of the screen, doesn't take up the whole screen) showing you any text string from any show (Netflix included) that you can watch. You probably hit 4 or 5 letters before your movie / show is found (or maybe only 2 if it's currently popular). So I was just saying that instead of moving a cursor around a keyboard on the TV (Fios), you literally just hit a few keys on the remote and the results pop up instantly.
But, their remote is motion-sensitive for the backlit keys, and every key is lit.
01-08-2018 10:02 AM
Verizon used to have the key search but dropped it a couple of years ago (was actually user selectable).
I haven't tried it but supposed to be able to do vocie search from FIOS mobile app.