05-26-2015 08:42 AM
We rented a comedy a couple weeks ago. As soon as the video began playing, it was pixellated and the audio was garbled. Regular TV was working fine. We called and got the video (hopefully) removed from our bill. Yesterday my husband wanted to watch a movie for Memorial day. After about 20 minutes or so, we paused the movie. When we resumed it was garbled. There were no internet devices in use to cause bandwidth issues. We called for assistance and were told to check the coax by disconnecting it, using our finger to ensure the wire was straight, and to discharge any static electricity. According to my husband, that was one of the most asinine troubleshooting steps he'd ever heard of. If the cable was working fine when we began the movie, and nothing PHYSICAL was changed, a physical problem wasn't the issue. Also, touching the copper wire inside the cable is a good way to get skin oil on it, which WILL lead to corrosion and a physical problem. After about 10 minutes, whatever they did on the other end fixed the issue, but the implication was still that it had been a phsyical problem, even though tthe move resumed playing at good quality without us making any physical changes. To be frank, that kind of misleading support is a good way to drive cusotmers to a different vendor. If Verizon wishes to make money with on-demand movies, the movies should play the first time, every time, and all the way through without issue. We've decided from now on if we wish to watch a movie, we'll find it in DVD format. With on-demand, the frustration outweighs the inconvenience, and the prices aren't very good either. So to summarize, we are very unhappy with Verizon's support. As with many others on this forum, we feel that FIOS is THE BEST product out there, but the support ranks down at the bottom.
05-26-2015 10:21 AM
Do you have more than 1 TV?
If so, do you have the issue on all of them?
What if you just try and watch something free? Do you ahve the same issue?
05-26-2015 11:12 AM
It's very difficult to determine if the issue was single-box related. The video was fine, then after a pause it was bad, then on the same system without any changes it was fine 20 minutes later.