I'm new to the board and new to FIOS. Just posted this in the HDTV installation area, but since I live in Philadelphia (Phoenixville), I thought it would be relevant here too. Thanks.
Just got FIOS TV and Phone installed on Friday and wanted to share my experience. Switching from DirecTV to FIOS TV and from MCI to the FIOS phone. Installation did not go as planned. I'd appreciate any advice about anything I could have done differently.
First, the good: the PQ is outstanding through HD-DVRs. And altho I am a long-time Tivo user, I think the Verizon DVR is on its way to being comparable. Also, the installation tech who did the work on site was extremely courteous and helpful. Even helped me lift my new Sony Bravia LCD into the cabinet.
Now, as for the problems:
the tech knew nothing about a phone order when he arrived. He was only here to do the TV (even though I ordered both at the same time). When I called Verizon to work this out, no one could find my original order. Then, in the midst of this, my phone dropped dead. Turns out MCI shut us off, as the switch was made to Verizon. I called Verizon from my cell and promptly got moved around and put on hold by a succession of 8 agents who tried to figure out what was going on. After promises of a dial tone and call backs, nothing happened through the weekend. I have had no dial tone in the house since 10am Friday. I did unscrew the NID and plugged into the outside jack and got a dial tone via the copper. Now I have a line snaked into the house from the NID so I can use the phone in the house. I finally got a work order to have a copper tech come out on Wednesday (!) to get the jacks inside the house working again.
I was told this morning that the switchover from MCI copper to Verizon copper must happen first before Verizon can switch the copper to FIOS. Of course, no one explained that to me up front and I spent several HOURS on my cell phone this weekend trying to figure out what was wrong.
Also, Verizon thinks the install tech did something to the phone wire that caused the loss of the interior jacks. He claims however that he didn't touch the phone and only did the TV install.
The CS reps were either extremely lost or extremely rude, depending which I talked to. No one knew what the problem was or how to fix it. After spending several hours on the phone with these people, I'm really looking for some kind of credit or adjustment to make up for the aggravation. I NEVER went through this with DirecTV (or any other service company, for that matter).
On the TV side, I ordered the HD-DVR with Home Media Manager and a separate STB in the bedroom to stream programs from the HD-DVR downstairs. Altho the upstairs TV is SD, I was told I needed an HD receiver to work with the Home Media Manager. This turns out not to work. I receive live programs fine upstairs, but the box does not see any recordings from the downstairs DVR. So, I suspect I need a different STB upstairs that works with Home Media Mgr. Also, it looks like you cannot stream HD recordings, altho the phone reps say otherwise.
After more back and forth with Verizon today, I convinced them to swap the upstairs HD recvr with a HD-DVR and drop the Home Media Manager altogether (we're a Mac house, so we can't transfer photos etc via Verizon anyway). A separate tech should be coming out Wednesday to swap the boxes. I won't be surprised if some separate install charge shows up on my first bill for this, which I will then have to spend more time on hold trying to argue with CS reps.
I realize these forums tend to attract "problems" and I'd prefer that my first post didn't read this way. But this entire experience with Verizon's CS reps has been a painful use of time over these past 72 hours.
Thank goodness the PQ balances out the aggravation. Almost.