For nearly 6 months, after "upgrading to Quantum TV," I have been experiencing intermittent picture freezing. The support desk checked my line and reset my media server and 2 clients several times, but to no avail. The support desk also suggested that I buy and install a new splitter which I did and which did nothing to resolve teh problem, I even had a technician come to the home to check the connection and after changing the ONT and resetting all connections, the problem has continued. I finally requested (demanded) new boxes but that has not resolved the problem either. I finally learned that the problem has to do with the boxes' software/firmware and not with the connections or splitter. I also learned that this is a known problem. Despite this, Verizon keeps on sending out defective equipment and plays dumb, making the consumer to believe the problem is on his end. This is disgraceful! Maybe a complaint needs to made to the Attorney General in each state or to Consumer Affairs. I suppose another option is for large numbers of consummers to drop the service and go elsewhere.
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.