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New IMG???

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Contributor mrileywoot
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Posts: 8
Registered: ‎01-26-2015
Message 1 of 11
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So I got an email from Verizon saying a new IMG update was coming out on Feb. 5. It's the 6th and nothing has changed on it. I don't know if someone missed something or what but why send an email out to do something if you're not going to do something?!? Wonder how long it'll be before the actual update happens and especially when Verizon will decide to email their customers they just sold off to Frontier because they want to focus on the East Coast (translation is they really just want to make money off of where the cost of living is at its highest in the USA).
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Platinum Contributor III Platinum Contributor III
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Where are you located?


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Contributor mrileywoot
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Message 3 of 11
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Texas.
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Message 4 of 11
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@mrileywoot wrote:
Texas.

Well, you should have gotten the update then, assuming of course that you have Quantum TV. I am in Texas and did get it, but I have seen some complaints from people who should have gotten it but didn't. You can try rebooting your VMS and clients to see if that makes a difference, or you can call Verizon Tech Support and see if they can force the update to you. Or just sit back and wait, I suspect eventually you will get it. And while I generally like the new interface and there are a couple of new functions that look kind of nice, overall the update is not something to really get all excited about IMO.

 

Regarding your comments about the sale of wireline assets to Frontier, that won't happen until some time in 2016, so I don't think there is any effect at this point.

 

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

Platinum Contributor III Platinum Contributor III
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Message 5 of 11
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I similarly didn't get the update automatically (Currently in FL VHO02).  I had to force it yesterday afternoon by doing the cold init thing.

 

 

Contributor mrileywoot
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Message 6 of 11
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Still no update. Tried the cold reboot and nothing. I'll try calling them tomorrow if it doesn't happen overnight but I'm pretty convinced they either never attempted out here or sent the notification email in error. After being their customer for nearly 8 years, ivegotten more and more disappointed with their services.

As far as the shift to Frontier owning the lines and such, my point was mostly that I doubt they will communicate much to customers it's changing until really close to the change over...mostly so they can lock as many people into contracts as they can before dumping them off to Frontier. Frankly, had I known they would do the sale, I would've not renewed my contract and gone with someone else, at least for TV anyway.
Silver Contributor V
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Registered: ‎06-06-2014
Message 7 of 11
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The only VHO's who have yet to get the update are 5, 6, 7, 11 and 14 which will get it on 2/10 or 2/12.

I believe TX is in VHO 1 in which you should have received it.

Some for some odd reason don't recevie the updates after they are pushed out. If rebooting the ONT and boxes don't work, calling into tech support who can push it out to you would be the best solution.

Contributor mrileywoot
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Message 8 of 11
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So I called them today to inquire about it and the rep was basically clueless on it. They were under the impression it had not gotten pushed out to me yet and I should wait a week to see if it happens. I guess I'm just going to do that for now. Unless of course someone on their staff sees this and decides to call me and go through support. Incidentally, I tried resetting the boxes with no change but do not know how to reset the ONT and I'm afraid that'll just possibly hose my internet connection. I'd rather have the Internet work than the new IMG at this point. But if resetting the ONT is an easy process and someone can send me instructions for how to do it, I'll consider giving it a shot. Thanks to everyone for their input!
Contributor mrileywoot
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Registered: ‎01-26-2015
Message 9 of 11
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I took it upon myself to try again after the first brush off service attempt. Basically, the person I got in touch with this time was far more helpful. He said the rollout started but stopped and they didn't have a timeframe for when it'll resume. So if anyone else got the same email, they can now know it's on Verizon's end and not the customer's. Seems pretty par for the course but, historically, they're pretty good usually at sending a quick email out to notify people of the issue with the rollout. My worry is since they sold the Texas assets they would simply stop doing anything for that part of their service. So we just wait and see what happens now.
Silver Contributor V
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Message 10 of 11
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@mrileywoot wrote:
I took it upon myself to try again after the first brush off service attempt. Basically, the person I got in touch with this time was far more helpful. He said therollout started but stopped and they didn't have atimeframe for when it'll resume. So if anyone else got the same email, they can now know it's on Verizon's end and not the customer's. Seems pretty par for the course but, historically, they're pretty good usually at sending a quick email out to notify people of the issue with therollout. My worry is since they sold the Texas assets they would simply stop doing anything for that part of their service. So we just wait and see what happens now.

The roll outs didn't stop. They simply release them in phases to several markets at once at the same time on the same date. East coast sees them around 3 am. They go by whats called VHO's. As I mentioned already, the next update is on the 12th to those VHO's who have not received it yet, but as I said I believe TX received the update the same day as FL. I believe all of TX that has Fios is VHO 1. There are lots of customers in TX who have the new guide.

The entire VHO get the updates though when pushed out, not just specific customers within them. 

 

As far as resetting the ONT all you have to do is disconnect the battery from the battery backup if you have one then unplug the ONT from the outlet, wait a second or 2 then plug it all back in. You will loose all services temporarily when the ONT is disconnected but it will all boot up in a minute or 2. You might have to reboot your router after as well. You can also hold the reset button down on the ONT until it reboots which is an easier way.  More then likely this won't pull in anything though and is just something mentioned to try for the heck of it.

 

Some people on dslreports.com have simply done cold boots with success, but I know you had no luck. You might want to head over to dslreports.com and post in the "Verizon Direct" forum where a Verizon rep. there might be able to do something for you. They seem to be more knowledable then phone reps.

 

As far as the whole Frontier buy out is concerned nothing will change until at least 2016 so no one should see any lack of support from Verizon's side.

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