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img 1.9 - Boston area

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Malcolm_Stanley
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 101
Registered: ‎08-04-2011

Re: img 1.9 - Boston area

Message 21 of 52
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The way the network is set up, we have to go market by market to complete the upgrade, so it takes some time to get everyone on the new software versions. I know it feels like its taking a very long time, but I think in reality this is a fairly typical time frame for this sort of thing... 

skrap
Contributor
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Posts: 2
Registered: ‎08-20-2010

Re: img 1.9 - Boston area

Message 22 of 52
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What is "market by market"?  Is a market the VHO or town within the WHO/hub?  Why does a new[er] customer in MA have 1.9 and not some of the longer/more loyal customers?  Is it the same reason why new customers get a bigger hard drive then the old customers that have to pay a fee for it?

 

When I got the 2nd DVR, and was told that it currently can't communicate with the multihub - I wasn't going to get it but I was told it was coming soon (If I remember correctly it was tentatively set for 2 Quarter but not "guaranteed")  needless to say,have been disappointed many times and today is yet just another...

 

I can't speak for others that are upset but I know I am more frustrated with the lack of straight forward communication from Verizon about when it will happen and what steps are being taken to address them.  I switched from a local cable provider that gave great customer service, and in all honesty that was a major reason for not wanting to switch - having a mega company allows too much room to be not responsive to its customer base.

 

 

jackmcgann
Silver Contributor II
Silver Contributor II
Posts: 343
Registered: ‎11-09-2010

Re: img 1.9 - Boston area

Message 23 of 52
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So he's got the "CISCO" box, not Motorola ?

jackmcgann
Silver Contributor II
Silver Contributor II
Posts: 343
Registered: ‎11-09-2010

Re: img 1.9 - Boston area

Message 24 of 52
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@skrap wrote:

What is "market by market"?  Is a market the VHO or town within the WHO/hub?  Why does a new[er] customer in MA have 1.9 and not some of the longer/more loyal customers? 


Actually, the rollout is by "DAC", which may or may not include multiple VH's.

 

new customers in much (if not all) of MA. are being supplied with a CISCO box, which comes with 1.9 installed. Motorola boxes are on 1.8.

dannysal
Nickel Contributor
Nickel Contributor
Posts: 32
Registered: ‎05-15-2010

Re: img 1.9 - Boston area

Message 25 of 52
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Agreed Skrap.  Verizon employees on this board are having difficulty comprehending the following: our biggest gripe is the lack of transparency from Verizon.  Why give your customers an upgrade date if you cannot adhere to the deadline?  If you insist of giving us dates and you miss the deadline, tell us why and be specific.  

 

 

 

Malcolm_Stanley
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 101
Registered: ‎08-04-2011

Re: img 1.9 - Boston area

Message 26 of 52
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Sometimes it is inappropriate for us to discuss in detail why we the dates we planned for and communicated were not met.

That puts us in a hard position of appearing uncommunicative while being as open as we can be.

It's our challenge and we gladly take it on, but hope you will recognize that we will not always be able to completely meet the reasonable needs you are expressing.

chieftaing
Copper Contributor
Copper Contributor
Posts: 9
Registered: ‎02-23-2011

Re: img 1.9 - Boston area

Message 27 of 52
(2,148 Views)

No upgrade as promised to me on 11/29.  Here's the chat session. 

 

The new promise - if anyone at Verizon cares - is now the end of the year.

 

Anthony(19:47:10): I am sorry

Anthony(19:47:25): their is no definitive time table

Anthony(19:47:35): it varies all the time

Anthony(19:47:41): but you should get it by the end of he year

<me>(19:47:50): So why did the last agent commit to 11/29?

Anthony(19:48:10): I don't know Anthony(19:48:11): sorry

<me>(19:48:24): Are you sure about end of year, or are you guessing too?

Anthony(19:49:14): just about everyone in your area (north east) has 1.9

Anthony(19:49:24): your one of the last areas to get it

Anthony(19:49:35): you should be on the next roll out

Anthony(19:50:05): we have been rolling it out on a 2 week basis

Anthony(19:50:15): new area every two weeks

Anthony(19:50:30): I believe you should see it by the end of the year

<me>(19:50:52): OK - that's helpful. So you do one area every two weeks?

Anthony(19:51:23): it has been that way for the last fewmonths

<me>(19:51:42): OK - thanks. So how many areas are left to upgrade (approx)?

Anthony(19:52:03): very few in the east

<me>(19:52:12): More than 10?

Anthony(19:52:17): mostly just California

<me>19:53:28): Since this is taking so long, how can I arrange to receive a Cisco CHS 435 with IMG 1.9 to replace the Motorola DVR that is taking so long to upgrade?

Anthony(19:54:08): Unfortunately you can't

Anthony(19:54:18): not all video hubs can use Cisco boxes

<me>(19:54:49): So there are no Cisco boxes in the north east?

Anthony(19:55:44): yes their are

Anthony(19:55:55): they started in the north east

Anthony(19:56:00): Buffalo NY first

Anthony(19:56:25): but they are are not in your video hub

Anthony(19:56:50): once your video hub gets upgraded they will become available

Anthony(19:57:06): but their is no difference in picture

<me>(19:57:20): And when will my video hub be upgraded?

Anthony(19:57:26): they are just a different cable box provider

Anthony(19:57:41): that is also not known  

Anthony(19:57:56): very few video hubs can support cisco boxes

questioning
Bronze Contributor II
Bronze Contributor II
Posts: 539
Registered: ‎10-05-2011

Re: img 1.9 - Boston area

Message 28 of 52
(2,145 Views)

It sounds like Anthony was being straightforward and honest with you.  That's my opinion.

Joe01880
Bronze Contributor II
Bronze Contributor II
Posts: 180
Registered: ‎08-08-2008

Re: img 1.9 - Boston area

Message 29 of 52
(2,070 Views)

@dannysal wrote:

Agreed Skrap.  Verizon employees on this board are having difficulty comprehending the following: our biggest gripe is the lack of transparency from Verizon.  Why give your customers an upgrade date if you cannot adhere to the deadline?  If you insist of giving us dates and you miss the deadline, tell us why and be specific.  

 

 

 Where has Verizon given a soilid date for when we will get 1.9 here in MA? The only thing i have seen, several times, is Coming Soon at the top of the menu screen in my FiOS DVR. I have seen much speculation by many as to when that will occur but i have not seen any official notice from Verizon that it will be 12-2-11 at 3:00 am or anything the like.

 

As for how Verizon Deploys 1.9, its their software for a box you rent, we dont pay extra for it and we get what we pay for. Excellent PQ and lots of SD and HD content at a very good price so Verizon has kept their word. If we the customer want something we think is better the FCC has helped us on that in that, we can buy our own equpiment at our own expense and use that in place or in additiot to FiOS equipment, we do have to rent the cable card however.

 

Verizon employee's on this board are most likely limited to what they can say that Verizon hasnt approved and some folks give them to much credit as to know more then they are told.

 

In the end its only TV and if your STB is working new software will be along sooner or later whether you want it or not. The delay in getting it may be a blessing in the long run. Be careful what you wish for..you might get it!


 

Joe was here
Stolli
Copper Contributor
Copper Contributor
Posts: 14
Registered: ‎11-23-2011

Re: img 1.9 - Boston area

Message 30 of 52
(2,019 Views)

Well if you go by Twitter Joe , who alleges that he is in charge of the roll out, then you are getting incorrect information from Anthony since Joe will only say that 1.9 will not be available until "next year" for VHO 5. So somewhere between Jan1 and Dec 31, 2012 you should have 1.9. That certainly narrows it down, right?

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