Verizon FiOS Installation & Hardware - Master Topic!

[GeekGirl]

Originally Posted by shadowcaster

I'm getting ready to order FIOS package and don't see the STB HD DVR in the choices on VZ's web site. :
It was there last month @ $16.95 (non media manager version)
Am I missing something ? BTW, it appears the price increase has been pushed back to 3/29

Apparently, the demand for HD exceeded their expectations. The web site probably means that they are on back order.Check this thread on DSL Reports: http://www.dslreports.com/forum/r199...s~start=60#end.

You may be able to negotiate a free non-HD DVR until they can backfill with the HD version.

I just received my HD-DVR replacement for a defective STB. I couldn't get it via drop-ship self install. They had to come to my house and replace it. Probably because that's the only place they are stocking replacements - in the trucks, for field service.

[shadowcaster]

Well, just got off the phone w/VZ and was told the reason: "NO HD boxes, standard or DVR, available because of a Motorola shortage. Christmas and Superbowl demand supposedly.

Options : Free standard stb for 4 months or buy a Tivo HD and cablecard combo ( @ 2.99/mo + 12.99/mo Tivo chg)

Estimated availability is first week in June ! Holy s**t.

[JadeBee60]

Has anyone considered this possibility - Verizon is not going to deliver new HD STB's because they are planning (finally) an upgraded version which will go to new customers and eventually replace existing STB's. Maybe increased capacity, HD VOD, etc.

[shadowcaster]

Wouldn't that be nice ?!

[GeekGirl]

I'd doubt it. It took my service tech 3 phone calls to get the new STB initialized. He had a laptop connected over ethernet to do it online (Verizon's web for the techs), but no go.

After listening to how many people he had to talk to, I really felt sorry for him. Don't want to go into details as it's internal to Verizon, but it sounds just like the way my company handles stuff with it's ordering system and tech support. Big company, similar problems. No complaints about how it was handled. In fact, my experience with Verizon has been excellent and today was no exception. (I see a lot of complaints - they also do a lot of good things.)

To make a long story short, there's no way they could have an agenda to replace everyone's STB. By the time they finish, they will be out of money and 2 versions behind.

[TCAS]

I have had Verizon Fios 3 players (Internet+Phone+TV) for $99/month supposedly worth for 24 months since last Nov 2007. During last 4 months I have nothing but argument and head ache with Verizon because every month I receive a bill for $148.42 and I have to go through hell making so many phone calls to make proper adjustment.

Again and again the same thing happened next month’s and next month including month of Feb which I just received.

Does anyone also receive these irrational billing from Verizon? what could we really do about it to resolve the issue once for all?.

[rono7]

Similar instance. Before FIOS TV was available, I signed up for the double play; Internet + Telephone. 1st bill says I owe $56 in long distance. After inquiring I was told I didn't have Freedom telephone (long distance). So, they apologized and credited me for the mistake. They also gave me a bump up to the 15/2 internet for the inconvenience and their mistake. After FIOS TV became available, I signed up for triple pack in November. 1st bill was for 109.99 + extras. They told me the bill was $10 more since I had the 15/2 internet. I told them they gave it to me. They said that's not possible . Nothing is free. I told them to remove it. It took 5 phone calls and about 2 hours to get it fixed. I got a different story each time I spoke with a Verizon rep. They seem to make up rules along the way. I am waiting for my next bill to see if it was actually corrected. I don't have any problem with Verizon's TV/Internet/phone service, however, the customer service has been a disappoinment.

[Tos]

Just got FIOS TV. Significantly impressed with the improvements over cable. The one thing I'm not happy with is paying between $5-20 for a box every month. What 3rd party hardware options do I have to replace the boxes?

[TCAS]

Originally Posted by Tos

Just got FIOS TV. Significantly impressed with the improvements over cable. The one thing I'm not happy with is paying between $5-20 for a box every month. What 3rd party hardware options do I have to replace the boxes?

How about your monthly bill is it as suppose to be or fill with hidden charges?.

[Tos]

Don't know yet, but I'm betting heavy they screw it up. I changed my order (which they had recorded wrong) before the installation, but the update never made it to the installer. Then the installer couldn't get SD DVR Home Media to work, which was supposed to be free for the first 4 months.

[shadowcaster]

Anyone ever have any success activating a used Moto 6416-2 ?
I get a different answer every time I call Vzn. It would certainly be in their best interest to do so, considering the current shortage (assuming the box is not stolen, deliiquent acct, etc.)

[GeekGirl]

How do you get a "used" STB? Officially, you are renting the equipment from them. There should be no "extras".

Billing - Remember that the first one will have charges for 2 months. Like cable, you are paying for next month's services.

[shadowcaster]

Originally Posted by GeekGirl

How do you get a "used" STB? Officially, you are renting the equipment from them. There should be no "extras".

Billing - Remember that the first one will have charges for 2 months. Like cable, you are paying for next month's services.

@ GeekGirl

They're on Ebay all the time. let's say someone cancels their service and doesn't return the box. They pay a penalty fee, but they then own it and are free to do with it what they want. (btw, same scenario w/D* since they've been leasing-Hr20's and 21's on Ebay all the time)
However, I have found, no one at Vzn really knows how to deal w/these "previously rented" boxes.

[Ron Tobin]

Originally Posted by TCAS

I have had Verizon Fios 3 players (Internet+Phone+TV) for $99/month supposedly worth for 24 months since last Nov 2007. During last 4 months I have nothing but argument and head ache with Verizon because every month I receive a bill for $148.42 and I have to go through hell making so many phone calls to make proper adjustment.

Again and again the same thing happened next month’s and next month including month of Feb which I just received.

Does anyone also receive these irrational billing from Verizon? what could we really do about it to resolve the issue once for all?.

I can relate to and share your pain. I've had Fios for one year now, and have yet to get a correct bill. I have to call each and every month to get credits for incorrect charges. They are still charging me for a DVR that I returned over two months ago. With my current bill, this will be the first time that I won't call, since they have now given more credits than I should be getting and my bill shows a credit balance. Next month, when there's no more credits, all I will need to do is get the darn DVR removed and then I should be good.

Irrational billing is a Verizon trademark.

[craig_wagner]

Originally Posted by Ron Tobin

Irrational billing is a Verizon trademark.

That's the biggest reason I punted Verizon to the curb when Comcast started offering internet and phone service in my neighborhood. But the savings of switching to FiOS won me over. After getting my first bill I now remember why I kicked them out of my house all those years ago.

[GeekGirl]

Originally Posted by shadowcaster

@ GeekGirl They're on Ebay all the time. let's say someone cancels their service and doesn't return the box. They pay a penalty fee, but they then own it and are free to do with it what they want. (btw, same scenario w/D* since they've been leasing-Hr20's and 21's on Ebay all the time) However, I have found, no one at Vzn really knows how to deal w/these "previously rented" boxes.

There's a nice discussion about this over on DSL Reports. Bottom line is that if it's not in their inventory, it won't get activated. http://www.dslreports.com/forum/r19580432-STB-on-ebay

[shadowcaster]

Originally Posted by GeekGirl

There's a nice discussion about this over on DSL Reports. Bottom line is that if it's not in their inventory, it won't get activated. http://www.dslreports.com/forum/r19580432-STB-on-ebay

Well, that certainly makes sense and follows what I've always thought. Yet, people keep buying them on Ebay and leaving positive feedback for the seller. Strange, huh?

Edit: I'll be ordering Fios package next week so, in light of the current HD box shortage, I guess
my best option is to go with a Tivo HD (providing, of course, that there's no shortage of cable cards)

[Tos]

The Tivo is overkill for me, I'm just looking for something that decodes the digital signal and outputs SD or HD.

[bfdtv]

Originally Posted by shadowcaster

They're on Ebay all the time. let's say someone cancels their service and doesn't return the box. They pay a penalty fee, but they then own it and are free to do with it what they want. (btw, same scenario w/D* since they've been leasing-Hr20's and 21's on Ebay all the time)
However, I have found, no one at Vzn really knows how to deal w/these "previously rented" boxes.

Some of the DVRs on ebay are stolen by former employees. Most are from customers who stopped paying their bills. IIRC, the penalty fee for failing to return the Motorola DVR is $550, which is around $100 more than Verizon's current cost in bulk.

Originally Posted by Tos

The Tivo is overkill for me, I'm just looking for something that decodes the digital signal and outputs SD or HD.

No third-party offers a simple CableCard STB because the cost to do that -- and make a profit -- is still higher than most consumers are willing to pay. I forget what Verizon charges if you fail to return their Motorola QIP-6200 HD STB -- around $350?

This technology is simply expensive. With current technology, it is not possible to sell a HDTV CableCard DVR at $300 and make a profit. Your choice is to obtain the box below cost and pay a monthly fee, or pay much more to avoid monthly or yearly fees.

TiVo offers two "versions" of their dual-tuner, high-definition DVR. One is sold below cost ($250) with a fee of $12.99/mo or $129/yr. The other is sold at a profit for $698 without fees.

[brigont]

Guys,

For anyone who has weird billing issues I suggest specifically asking for the "retention department" if you want to get things straightened out. If will be a local (or regional) office with an area code closer to your rather than a straight up 800# for support. Once there, you can work with one of the reps and/or ask for a supervisor.

The nice thing here is that this department is used to people complaining and they are judged by how well they perform at resolving issues and keeping customers.

I hope this helps.

Brian

P.S. - Admittedly, I am still in a pre-install mode. That said, I have been bouncing pricing between cablevision and verizon for a few weeks now and the price keeps going down in order to get my triple-play business. I have low expectations about the install and am betting on 3 visits before the install is completed successfully.

Install scheduled for tomorrow - more to come.

I hope this helps.

BG

[brigont]

Tos,

I appreciate the desire for something simple and sweet - but you are missing out.

I am not a Tivo nut... but have been using a dvr for timeshifting shows for years now (replaytv, tivo, and cablevision DVR). With 250 channels and lots of programming on during hours when I am unable to watch (work hours, during business travel, etc.), its a nice add on to get the most out of your TV service.

NOW... Tivo has a solution called tivo-to-go where you can take shows/movies that have been saved on the tivo and archive them to your computer. You can play them on your PC, move them to an IPOD or other portable device, AND move them back to your Tivo whenever you want. Its also great if you have movies captured on a digital camera - just move them over to the tivo and watch them on TV when guests come over.

I am getting my VZ install tomorrow and have opted for a new tivo hd rather than paying $$ for the verizon DVR.

That's my 2-cents.

BG

P.S. I wonder if anyone has calculated the number of shows/hours missed during times when people are not around and the financial implications. Something like... "People pay $17 billion dollars per year for tv services/programming that are never watched."

Originally Posted by Tos

The Tivo is overkill for me, I'm just looking for something that decodes the digital signal and outputs SD or HD.

[shadowcaster]

Originally Posted by brigont

I am getting my VZ install tomorrow and have opted for a new tivo hd rather than paying $$ for the verizon DVR.

That's my 2-cents.
BG

I'm kind of on the fence between Tivo and the Vzn DVR because the combo $$ of the $12.99/mo Tivo fee + $2.99/mo cablecard fee just about equals the $16.99/mo Vzn DVR fee. Plus you have to purchase the Tivo ~$250 and when the warranty expires and it breaks....

I do like the Tivo interface and the ability to record OTA. From what I've read here the SD pic quality is better and the recording reliability and capacity are better. Just not sure which way to go. Comments one way or the other welcome.

Originally Posted by bfdtv

TiVo offers two "versions" of their dual-tuner, high-definition DVR. One is sold below cost ($250) with a fee of $12.99/mo or $129/yr. The other is sold at a profit for $698 without fees.

[Tos]

Oh I understand the value of the DVR. I have three Verizon DVR boxes now and two Cable DVR boxes before I switched. But not every TV in my home needs a DVR, and for those I'd like to be able to receive some sort of signal through a converter. I'm going to drop one of the DVR boxes soon, and still have a TV in my kitchen with no box that will go dark in another month.

If no one makes a box that converts the digital signal, perhaps someone makes a card for a computer?

[GeekGirl]

More than you ever wanted to know about how to get HD video on your PC, the Home Theater Computers forum: http://www.avsforum.com/avs-vb/forumdisplay.php?f=26, check over there to see if anyone uses a cable card.

[hernanu]

Friend of mine just had FIOS installed. He wanted two SD DVR's and one HD DVR. He got three SD DVR's and a free month of service because of the lack of HD DVR's.

He also got a rare rude person from service, since the installer was late (as in 6 p.m. when he was due at 10 a.m.). The twist on this is that his wife works for Verizon and immediately put a call in to service and pretty soon had a foreman on the job. The installation was finished that night by another installer, and everyone was happy. I guess the moral here is that if ( as I've found rare ) someone with an attitude comes on, there is an alternative when you kick it up the chain of command.

He was pretty ecstatic, since he had previously been struggling with a bad signal from DirecTv; being British and a soccer fan, he was able to see a full slate of soccer games, which although SD, was much clearer than he was used to. Very happy customer, who will be much happier when the HD STBs are available.

[TCAS]

I called last night to Verizon customer service to talk about my over charge bill, lucky me the Rep was very polite and fair minded lady she reverse the over changes plus she gave me $50 credit which was given after installation in last November but never went to the system to become effective. when asked how do I be assured my next bill would be as it suppose to be she assured me that from now on my bill will reflect the actual contract charges($99.99+$13.99(DVR)+applicable taxes.

Only future (next month billing) will prove that.

[DavidSee]

they have conveniently "forgot" to remove STB's that were returned/upgraded to HD boxes.
And it took an hour on hold until I got to speak with a live CSR.
They offered me nothing for their error. and I am too fed up with the horrendous wait times to call back and complain.

How can I get locked into the current pricing?

[TCAS]

Originally Posted by DavidSee

they have conveniently "forgot" to remove STB's that were returned/upgraded to HD boxes.
And it took an hour on hold until I got to speak with a live CSR.
They offered me nothing for their error. and I am too fed up with the horrendous wait times to call back and complain.

How can I get locked into the current pricing?

I feel your pain since after 4 months still I am struggling to get my bill the way my contract with Verizon call for ($99.99/Mo+$12.99/Mo DVR + applicable taxes). You have to keep calling and ask to talk to one of the supervisors that way you get it resolved much faster.

[Ronald Epstein]

This is an interesting question and very relevant to my friend's situation.

I had just the Verizon Fios Internet installed in my home 2 years ago.

They installed a connection box outside my home and a backup battery
box in the room with my computer.

They brought in a cable with an ethernet connection. No router.

My friend just got his Fios installed a few months ago and was given
a coax connection with a router. He's very upset about this because
he wants to buy an Apple router and doesn't want to piggyback off the
existing router.

On the phone, Verizon told him "okay, we can bring in an ethernet line
for you." However, when the installer arrived it was a different story.
The installer said that he would not be able to bring in an ethernet line
under the current installation conditions.

I would be interested to hear if others were able to get a direct
ethernet line into their home bypassing the need for their stock router
with coax hookup.

[craig_wagner]

Originally Posted by cadbury8

is it hooked up via existing coax or is it a dedicated ethernet line?

Mine is hooked up via coax. I don't know if there was an option to have it hooked up via ethernet, the installer didn't offer and I didn't ask.

im thinking about using my router and connecting it to theirs and turning off their wireless. will the tech take care of this or is it something i will have to do after the fact.

When I asked about this during my install, the installer pointed me to this thread on dslreports.com. He did not offer to do it for me.

if there is a problem with my internet service will verizon log onto my computer to check things out or will they just go as far as their router?

My guess is that they would only go as far as their router.