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just got FiOS friday - old DVR? (6416 vs 7232)

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ffrcoupe
Nickel Contributor
Nickel Contributor
Posts: 43
Registered: ‎09-03-2009

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 11 of 17
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@ambera wrote:

 
Just out of curiosity, did you have to pay an upgrade fee for the 3 DVRs?

 


I have not seen a charge on the bill as of yet.

 

You could always do the same as I did and just walk in the door with your DVR(s) and ask for a 7232 2. Either they will give you a new one or they won't. Worse case, you have to bring your old DVR(s) back home and hook it back up.

 

I brought the STB, remote, and power cord for each DVR with me to exchange.

 

The only snag I ran into is that we have 7 STB's in the house which is the max. The Verizon rep had to call into Verizon customer service to get the STB swapped which took about 1/2 hour. NBD, I just waited.

 

Everyone in the store was very nice and helpful.

 

Good luck. 🙂

grussinko
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Posts: 2
Registered: ‎12-22-2011

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 12 of 17
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Glad to find this thread.  I just had service connected today (I was not at home, my girlfriend was, or else I would have asked this during install) and found I had been given a 6416. No widescreen guide, tiny hard drive, etc.

 

Understandably annoyed, I have tried Verizon phone support three times and chat once with nobody yet being able to asisst yet. My final call resulted in being told that because I am porting a phone number from my old provider, I can't make any changes to my account for 10 days. So I guess I have to wait until after the new year before I can even start fighting this fight and trying to get the current generation DVR.

 

Even worse, the nearest Verizon store (not Wireless) is a 2 hour drive from here.

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

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 13 of 17
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That's ridiculous.  If I were you, I would be persistent and ask to speak to a supervisor if need be.  What a frustrating way to start with a new provider after all that time and work that went into installing the system and getting the wiring in place.

 

I've had Verizon Fios a long time now but if you really can't get the matter resolved and you really are stuck with the old box, don't be afraid to switch.  It sounds like a pain.

 

Good luck!

 

ffrcoupe
Nickel Contributor
Nickel Contributor
Posts: 43
Registered: ‎09-03-2009

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 14 of 17
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@grussinko wrote:

Glad to find this thread.  I just had service connected today (I was not at home, my girlfriend was, or else I would have asked this during install) and found I had been given a 6416. No widescreen guide, tiny hard drive, etc.

 

Understandably annoyed, I have tried Verizon phone support three times and chat once with nobody yet being able to asisst yet. My final call resulted in being told that because I am porting a phone number from my old provider, I can't make any changes to my account for 10 days. So I guess I have to wait until after the new year before I can even start fighting this fight and trying to get the current generation DVR.

 

Even worse, the nearest Verizon store (not Wireless) is a 2 hour drive from here.


Wow... that sucks.

 

All I can say is stick with it beause the 7232 2 is a very nice STB and well worth the hassle of getting.

grussinko
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Posts: 2
Registered: ‎12-22-2011

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 15 of 17
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Good news - I decided to take a leap of faith and call back the number the tech called from before the initial install - it went to voicemail so I left a message describing my plight with the folks on the support line, to see if there was any way to get the box swapped out since the call center was giving me the runaround on the phone.

 

Got a call back from a different tech saying they'd be happy to take care of it for me, and that there was a tech who would be in the area this morning - that tech called a few minutes later to confirm and should arrive shortly to swap them out.

 

Moral of the story (which is on par with basically any other descriptions I've read) is that the folks in the call center really don't have much of a clue what's going on, while the guys actually doing the work are the ones who can get stuff done. Was very pleased and impressed by the response from the local techs with three different guys following up on my voicemail in the span of about an hour.

 

One of the techs on the phone referenced the 7232 as "the secret special boxes they won't let us have". Makes it sound like they're under instructions to install 6416s unless a customer explicitly demands something else.

ffrcoupe
Nickel Contributor
Nickel Contributor
Posts: 43
Registered: ‎09-03-2009

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 16 of 17
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I'm glad things worked out for you. Smiley Happy

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

Re: just got FiOS friday - old DVR? (6416 vs 7232)

Message 17 of 17
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Good for you grussinko!  A "secret special box"...lol...give me a break.  You can rest easy and enjoy now that the problem is resolved.  And you didn't have to travel 2 hours out of your way which is even better.  It pays to be resourceful.

 

I was just remembering a long time ago when a Verizon tech came to my house to fix a problem, he left me with his cell phone number in case I had any further problems after that.  I never held onto his number but now I understand why.  Some of those reps can be very annoying or can really be trying but don't know what they're doing because they're not trained properly and don't have the right information to work with.   

 

I just don't understand why the old box is still being given to some new customers and why this wasn't planned out in advance when it was known that the newer box is needed for the newer TV Guide Display.  It doesn't make sense.  And even when I first had my Fios installed, I was given the QIP-7100 box at the time and that's what I still have.

 

When the new TV Guide Display came out here in my area, I still was using my older analog TV and nobody I called from tech support could give me a sensible, satisfactory answer and then when I came here, I learned quickly that I needed the flatscreen which I now have, for the same reasons why you needed the newer box.  It was just an upgrade and it makes sense because running new technology on outdated equipment with more limitations doesn't work.

 

Sometimes I think that people really don't care about their jobs and sometimes I think that common sense has gone out the window.

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