My introduction to verizon fios tv has been a terrible experience. On 2/20 I upgraded to the triple play after finding out fios tv improved their set top box with a bigger hard drive. I'm currently with dish network and enjoy the larger hard drive and external hard drive hook up capability. I needed to have two new wall outlets installed for the rooms to accomodate fios tv. The subcontractor arrived bringing with him 3 old refurbished 6416 models (1 of the 3 quit working the next day) because that's all he had. I was surprised that it was not the new 7232. I would have cancelled on the spot, but he told me to call verizon the next day and have them upgrade the boxes. After speaking with the verizon rep, I thought the problem was resolved and they would ship me the new units to my local verizon plus store. A few days later, I went to the verizon plus store to return the old units in exchange for the new units. The guy at the verizon plus store said no new units 7232 arrived and that if they did he was not able to set aside for a customer. Of course I was upset. He gave me another number to call to see if I could resolve the situation. Once again, after speaking with at least 4 different people, I thought the issue has been resolved. They promised to ship the 3 new boxes to my home address. I received a order number which I could follow up on the progress. The date for the delivery was approximately 2 weeks! The boxes were due to arrive on Friday 3/9. They didn't show up so I called verizon to find out the order had some kind of error flag on it. Bottom line is they are not shipping me the 7232s. Well that was the last straw and I requested to cancel fios tv. I was transferred to customer retention who said she or no one could specify for a 7232 model to be shipped to a customer. She attempted to cancel my fios tv, but was unable because the ticket was still outstanding. She promised to call me on Monday to resolve the issue. As a current dish subscriber, the thing I did like about fios tv was the on demand feature. However, the drawback of the VOD is you can't fast forward! I also would have enjoyed the dollar savings I would have received. But the bottom line, it's not worth the headache and the reduced video recording capability. I've had the boxes for 2 wks and I'm already at 60% recording capacity. Verizon really dropped the ball on the rollout of the 7232 equipment!! They should have had a more comprehensive and thought out plan in how to service new customers and take care of the older customers. This whole experience has been frustating and given me a poor opinion of fios tv customer service.

Well after approximately 4 weeks and much frustration, I'm happy to report that my set top box issue has been resolved. I received 3 new 7232 model set top boxes today. This forum was my last hope before cancelling my fios tv service. Ironically, today wa...

@mack64 wrote:By the way, I checked my email and I have not received a private message yet. Will it come via my verizon email account?ThanksTry looking at the top right of the forum under the small search bar. There should be an "envelope" that turns yellow (sorry if I got the color wrong, partial red-green deficiency here) when you have a PM. Click it or you could just go to your forum account (click your user name at the top of the forum list) and then select Private Messages. You should also get an email in your Verizon account informing you that you have received a private message. - placed copy of "empty" enevelope here as example (don't know if it is visible or shows up as a big red triangle while awaiting mod approval).

I personally have not gone through what you described but from my observation, your exact same scenario has been posted here very consistently and it's definitely a poor way to do business with a new customer. It's pretty dumb expecting a new customer to settle for outdated equipment. I've had Verizon Fios for a few years now but I wouldn't put up with that either. Whenever I see the exact same problem posted over and over again, it makes you wonder how anything gets resolved.There might be a Verizon employee here who can address your issue but do what you're most comfortable with. For what it's worth, I don't think it really matters which provider you use and personally, I have never seen any real discernible difference between Verizon vs. the cable providers.Good luck!

Most fios stores should have a 7000 series model to exchange, even if it's not the latest black dvr. I suppose they could run out of all the 7000s, but I think this is rare.

I am happy to report that a day after posting my message Verizon was at my house with an updated DVRThanks you!

mack64, We were glad that we could get this issue resolved for you. Please feel free to post here anytime you need assistance with any of you FIOS services. Thanks, Tonya D.

Thanks P for checking. Right now, Tonya is looking into the issue. I hope to have an answer from her today as my 30 day trial period ends this weekend. I agree with you regarding picture quality. I think fios has a slight edge over my dish network on some channels. However, having a 6416 with 20 hrs HD recording can't compensate for the slightly better picture quality for me personally. Hopefully, we can work out this situation and I could also enjoy some dollar savings as well.

I have not checked back here since posting, but hope your concerns are being addressed. I have been a happy FiOS TV customer, and did make the switch from DTV. Personally I believe the picture quality is much better. I had a custom Channel Master Gain Master 1 meter dish I installed, and close to 99 on all transponders. Fios still beat the picture quality. There are a few things that I did miss. A few of channels my wife insisted on having, so I have the minimum DTV Spanish package on two TVs. But if FiOS would add those, they would get all my money, and I would save.Combining TV, Internet and Phone, saved me almost 50%, and after the first two years, I would say 30%. So the trade off was worth the savings. But now I have to still pay DTV to please my spouse. Err. There goes the 30%. I still like the fiber.I hope you get all of your issues resolved to your satisfaction.Best wishes

Dee1161, Verizon support is in receipt of this issue. We will send you a PM to gather additional information.Thanks,Tonya D.Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

Good Morning , We will be contacting you today after checking for a update on this issue. Thanks, Tonya D.

Re: Why old equipment for new customers?

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I too am a new Fios customer. After calling and emailing Verizon to express my displeasure with receiving 2 refurbished out dated DVR's, i was emailed back claiming "you get what you get". This is totally unacceptable. Why would I want old technology and a smaller capacity DVR? . I still have time to cancel my package, but I see some posters are getting this iisue resolved. I would appreciate the same. Thank you.

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