Fios TV service has been "unavailable" (quick code 8801) since 9/18/09 and service tech and call center wizards unable to restore it as of tonight 9/30/09. They have changed the entire cable, STB changed to 7216 HD DVR and, for goodness sake, they have made me unplug and replug and reset everything more times than I can remember. One man in Hampton office was able to get it working on two occasions for a day each time and then it disappeared again. I call every night and have called the billing office also. They don't seem to know what's wrong or what to do. I'm also unable to reach my "genius" at the Hampton Fiber **bleep**'n Ctr. Does anyone else have this problem?? Does anyone know what can fix it?? Is anyone out there able to tell me what to do to find someone who knows what he's doing?
{edited for privacy}Hampton, VA Fiber Solutions genius, where are you? If you get this message, please respond.
in the menu for the box under help, there is an option for self diagnostic if you run that it gives you an oob ratio, what does that ratio say?
Well, today 10/1/09 I came home to find your message and I remember that's just what the field tech had done and said everything was working fine. When I turned on the STB and TV to do as you asked I discovered fios TV was working properly.
I thank you for your response and I will keep this option in mind should the problem recur. Today I spoke to a tech support man in NJ who mentioned that I had 2 STB's on my account (I only have one; the field tech left the one he changed out) and said they would be charging me for the old box until I returned it. Unbelievable.
I had to fight for a credit for the lost service and I can assure you I will write to Verizon about my odyssey.
Thanks for your help; I hope I won't have to bother you again.
Hi Donald,
Apparently my service was restored just for one evening. It's been off since Thursday night again. I ran the diagnostic and oob = 23 db.
I called tech support last night and got a great guy in RI; he actually read all the notes that the others had written and has scheduled a field tech to come to my house 10/5. He thinks the problem may be in the "wiring" in the house.
He believes that errors are accumulating and being released after each reset; that's why the service may be on for a day and then go off again. At least he said "we will get it fixed".
Verizon has a lot of employees who don't know what they're doing don't they? But the biggest problem is that they don't care. One man in NJ actually said he didn't want to read the notes that the other techs had written because he'd have to put me on hold for a long time; then he put me on hold for a long time...
the tech may have been rude, but in reality, what would be the point of him reading all of those notes.... if the issue could have been solved over the phone, it more than likely would have been fixed by now.... Obviously this is a more in depth and out of the ordinary issue
Hopefully the filed techs will be able to solve the problems... but bear in mind, that intermittent issues are the most difficult to diagnose and resolve.... it not a simple "on or off" type of thing
best o luck
You're right it does seem to be a complex issue. The problem with the tech support is not just that they're rude; they were also refusing to schedule field visit for over 2 weeks, saying that's all I can do - Have a nice day". RI tech last night was only the 2nd person in almost 3 wks willing to schedule home repair service. That's just not right. I'm hoping this repair visit will get the job done. The RI man said he was leaving detailed notes as a guide.
If one person or department can't resolve an issue it's their job to pass it on to someone who can until the problem is solved. They shouldn't make the customer call back every night (as you probably know each call to tech support takes between 1 to 2 hours). That's just good business practice and customer service.
Thanks for your advice, I hope this problem will be solved soon.
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