 Review by noping 
UPDATED: 182 days ago
member for 1.6 years, 403 visits, last login: 3 days ago
 West Chester,Chester,PA
 $140 per month (12 month contract)
 about 21 days
 "Fast and consistant internet service, crystal-clear POTS"
 "FiOS TV, 'customer support,' billing, unreliable equipment"
 "Great when it works, terrible when you run into problems"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings below consensus)
|
[FiOS / POTS]
March 2005: No complaints. Calls are as clear as they were 15+ years ago with Bell Atlantic, if not clearer.
[FiOS / Internet]
March 2005: 15/2 service installed - one of the first in the area. An AFC 610 Optical Network Terminal (ONT) was installed on the side of the house next to the copper Network Interface Device (NID). POTS was migrated to fiber; however, the existing copper was not removed. As the installation took place before MoCA-capable ONTs were available, a length of Cat5e was run from the ONT. A D-Link VDI-604 +custom Verizon firmware was supplied but failed within six months. The service had very consistent speeds and was fairly reliable - only one occurrence of downtime between 3/2005 and 3/2007 [1].
November 2007: Successfully upgraded to the 15/15 tier of service [2] - however, I am still forced to use PPPoE as a result of being an early adopter. Speeds are also very consistent with the symmetrical service. No monthly caps, no throttling, no traffic shaping.
[FiOS / TV]
March 2007: FiOS TV service installed. A Motorola NIM100 was supplied for use in order for the set top boxes to receive guide data and VOD. Two Motorola QIP2500 SD STBs were installed.
July 2007: Two Motorola QIP6416 HD-DVR installed to replace both standard boxes; one unit was downgraded to a standard STB within the month due to "excessive noise" from the fan and/or hard drive. Under the original Microsoft-based guide (IPG), the HD-DVR was much more responsive to commands in comparison to the standard STB.
[FiOS / TV Problems]
»VOD problems
A supposedly "known issue" with the 610 ONT among the field technicians (FT) but not among Fiber Solutions Center representatives. The existing ONT was replaced with a newer model, a Tellabs 611. An Actiontec MI424-WR rev. A router [3] was supplied as the FT did not approve of the "unsupported" Linksys WRT54Gv2 +DD-WRT and Motorola NIM100 setup.
---
»[northeast] Losing internet, TV services
An issue due to installer error; the battery backup unit (BBU) was improperly wired and this caused services to cease functioning approximately every 15 minutes over a period of three days. The problem was resolved upon installation of a new 611 ONT and BBU.
---
»[northeast] Lost HBO West(s), MSNBC (now fixed)
Self-explanatory. Several channels disappeared for two days then suddenly re-appeared. No explanation from Verizon as to why this occurred.
---
»HBO VOD pixeling/tiling, again
HBO Video on Demand titles will randomly exhibit signs of image distortion in the form of white or grey blocks.
The FSC was unable to troubleshoot this problem; several dispatched FTs were unable to correct the problem. Eventually, I was forced to bring this issue to Verizon's "Presidential Appeals" department. A representative diligently worked with me for several weeks in an attempt to narrow down the problem.
Several FTs were dispatched in an effort to fix the problem; numerous STBs were replaced and a new length of RG6 was run to no avail. A local manager confirmed that he was able to reproduce the same problem at one of the local garages but could not ascertain a reason as to why this behavior was presenting itself.
Eventually, the representative discovered that the "white tiling" behavior was a "known issue" amongst only the video engineers and that a fix would be implemented in August 2007.
August 2007 rolled around and the behavior continued. HBO was removed from the account as a result.
According to a knowledgeable network specialist who posts in the FiOS TV forum, the fix has yet to be implemented as it requires further testing.
---
Loss of internet service, July 4th
Verizon's archaic, ancient excuse of a system somehow "lost track" of my ONT - the serial and model numbers of the unit attached to the side of the house did not match the numbers recorded in their system. Interestingly enough, POTS and television (minus the IP-related features) were unaffected and functioned normally.
A technician was dispatched and replaced the existing Tellabs 611 ONT with a Tellabs 612 ONT. Internet service was eventually restored.
---
Instances of area-wide tiling and/or poor image quality affecting multiple customers at once (in chronological order):
»DE Pixellation (AGAIN!!!)
»Decrease in HD "Sharp"ness
»Continuing Picture Quality Degredation In Philadelphia
»HD Pixellation Back (Again) in Philly
»Philadelphia / Tiling on CN, TBS (pages 7-10)
I've had countless technicians come out and tell me that there's nothing more that they can do. All of the equipment and wiring up to and inside the house has been replaced.
What the problem ISN'T: An electrical problem. One electrician has confirmed this, and I have another coming to my home in the coming weeks who will also be able to confirm this.
The theory among some affected FiOS TV users is that the equipment being used in Philadelphia video hub office is sub-par in comparison to the equipment being used in other markets. So far, there have been zero reports of similar chronic "tiling" or image quality issues in other markets such as New York, SoCal, Virginia, Florida. The general consensus is that the part in question is simply too costly to replace.
---
»Philadelphia / Tiling on CN, TBS (pages 1-5, 10-12)
Since October, I (and several others, though not to the same degree) have been seeing signs of tiling. The FSC/network technicians continued to insist that the problem was at my home; however, two of the local managers in this area believed otherwise.
The FSC continued to schedule technician visits - however, these appointments were canceled by the local office (again, because the local managers did not believe that the "tiling" problem was at my home). In each case of a canceled appointment, I was not informed in advance that nobody would be showing up.
In mid-January, someone finally realized that the problem was located at the CO. A "card" "relating to the WDM" was replaced and the tiling effect disappeared.
The image quality still looks like garbage, however - I was told that the new software for the STBs would correct this [4]. It has not - across the board, the image looks much worse. In addition, I continue to get a "flickering" effect on several channels, "white lines" and audio/video breakup/freezing at random points in time.
Update (08 February 2008): I was told that they had diagnosed the problem to be with the fiber terminal in the underground vault near the curb. So far, nobody has been out to replace the piece of equipment in question.
Picture quality continues to decline. Since this past weekend, I have experienced even more problems with other channels that were once problem-free.
Update (09 February 2008): Call finally returned, repairs/replacements are supposed to happen sometime early next week. I'm skeptical.
Update (19 February 2008): Drop terminal finally replaced. Channels are no longer tiling during/after it rains. Picture quality has not yet returned to March 2007 levels, however - this is currently being looked into.
[FiOS / Miscellaneous]
Customer Support is horrendous. I have no problem with the local or network technicians - my anger is more directed towards the local managers, supervisors, FSC representatives that continue to pass the buck.
The Encore department does _not_ like to give service credits for down or broken services - you'll find yourself in an endless loop. Encore will claim that only the FSC can issue credits (and vice versa) and will bounce you from one call center to another.
Good luck getting a problem fixed by calling the FSC. It's woefully understaffed and the call center representatives are limited in what they're able to do.
---
Terrible TV guide data: »FYI Television (guide provider) still sucks
---
»Verizon DNS Redirection 'Service' Spreads
Either stop relying on Verizon's default DNS or change the last octet of the default DNS to .14 instead of .12. Use Level3's 4.2.2.1/4.2.2.2 or OpenDNS instead.
---
BBU runtime/copper loss: Not a big issue for me as I have multiple cell phones, several backup batteries for the BBU, an UPS for the ONT and a Honda generator in case of power failure. (»Re: Verizon Fios Old Copper Phone System!!)
---
[1] March 2005: The contractors tasked with burying the conduit did not bury it deep enough. They caused a enormous amount of damage to the front lawn and to the driveway. I attempted to contact Verizon for months about having the damage repairs to no avail. It was not until both internet and phone service were offline (due to the fiber somehow being cut) that Verizon decided to re-run the fiber and re-bury the conduit.
[2] Verizon continues to offer unequal tiers of service available depending on the market - NY/NJ/VA/FL customers are able to order 20/5, 20/20, 30/5 or higher while customers in other markets are limited to 15/2, 15/15 (30/5 is no longer available to residential customers). Bandwidth is plenty cheap and there's enough competition in this area - there is no reason for Verizon to not upgrade customers.
[3] The Actiontec MI424-WR is garbage for power users. Run your own length of Cat5 from the ONT and start a thread in »/forum/vzdirect requesting that they disable MoCA/enable ethernet. Plug in your own router and enjoy uncrippled FiOS internet.
[4] »new IMG and worse picture quality
Followup comments:  talon sound
join:2007-01-07
Apollo, PA
| FIOS in PA. Mac OS X Hi,
This is my first post here and I found that there was an issue with Mac OS X. Is this just with the finished install where the software is up-linked to Verizon or is there a problem with OSX?
Also I will be moving to either Bethel Park or the Upper Burrell areas. What is the availability of FIOS there?
Thank you for your help and info. | |
| fios joe
join:2007-10-14
Toms River, NJ | tiling? hey pal, if your getting tiling, "more" than likely your signal is too "hot" and needs to be turned down... maybe you should get a tech out there to verify on the sunrise meter... somebody who sounds so unhappy, continues with VZ service... | |
|  |
noping
a network cable is unplugged
Premium
join:2007-01-09
West Chester, PA
 ·Verizon FIOS
| Re: tiling? said by fios joe :hey pal, if your getting tiling, "more" than likely your signal is too "hot" and needs to be turned down... maybe you should get a tech out there to verify on the sunrise meter... They've checked half a dozen times with their Sunrise meters on multiple occasions. The only unusual thing that they've found was when an ONT was reporting MERs - it was promptly replaced but the problem continued.
If had read my posts in the main FiOS TV forum, you would know that "dispatch" is unwilling to send anybody else out.
said by fios joe :somebody who sounds so unhappy, continues with VZ service... Early termination fee.
--
"Way I remember it, albatross was a ship's good luck, 'til some idiot killed it." | |
| | | fios joe
join:2007-10-14
Toms River, NJ | Re: tiling? Its unfortunate that ur having this problem. I know in NJ, if this or any issue cannot be resolved with the FSC, a technician will be sent out... | |
| 
Technogeez
Misanthropic curmudgeon
Premium
join:2007-01-20
Brandon, FL | It's a shame... Well documented litany of complaints. Thanks for sharing.
--
Read your contract and TOS before signing anything. | |
| fioswatchdog
join:2008-03-06
Marble Falls, TX
| Verizon Understaffing Problems As a Verizon employee, I thought I'd lend my comments about Verizon's understaffing problem. What you all have heard about this is 100% true. Verizon has not hired enough employees for call center and field tech positions. In fact, they drag their feet on this for as long as they can, so that profit margins are maintained per quarter. Rather than bring on new people, the company forces workers to work at least two hours of "mandatory" overtime. In my center, we all work ten hours over our scheduled time. And while none of us are legally obligated to work this, the company skirts this by writing us up for insubordination if we don't. Basically, we can get fired for not working hours that are not, by definition, a legal requirement. This is why tech support tends to be not as good in the evening. Many of us have already completed our eight-hour day, only to be forced to work two hours beyond our normal schedule. So if you're talking to a person who sounds apathetic about your problem, this may be a major reason.
I'm sorry for all the customers who get caught in the middle over this. Many of us care about our jobs and the people who subscribe to our service. But, when corporate policy abuses its workers like this, substandard service is what you're going to get. My advice to everyone is this: if you're considering a career at Verizon, just know that you'll never have a weekend off and that overtime will never be optional.
On the bright side, we do get a great benefits package. After all, they do want us to stay alive. | |
| Zeppo_m
join:2004-09-19
Lafayette Hill, PA | STBs? You mentioned STBs on your TV sets. Is this required with FIOS? | |
| | mbabauer
join:2008-03-07
Winter Haven, FL | Re: STBs? Sort of. Its 100% digital, like DirectTV, but only the locals are not encrypted. You need the STB to get all the encrypted content. | |
| mbabauer
join:2008-03-07
Winter Haven, FL
edit:
March 12th, @11:20AM
| My horrible install This is mostly vent/rant, but I hope my ongoing experience will help others...
I have a Business Internet account with a single static IP, plus residential phone service. I recently ordered FiosTV, on my "residential" side, to be installed last Friday. I was the first in my area to get an install date, and I knew there would be problems, but not to the extent I have had them.
To start, my house is not quite 2yrs old. The tech that came out was a sub contractor, driving a personal truck with a Verizon magnet on the side. He installed my STBs, gave me this ActionTec router (hence forth refered to as 'AT'), and started working on my ONT. As soon as he opened it, he says "Oh, this is a 611...I have never seen these before. I am only familiar with the 612". From here the problems start.
First, the poor guy was here all day long. I first attempted to plug the AT into my local domain (through my firewall), but it wasn't working. We could see the STBs pull DHCP from the AT, and I could connect my laptop to the AT and get to the internet. But, we had spotty TV service at best (missing channels), no guide, and no VOD.
After about 4 hours, he calls in the tier 2 field techs. Two more guys show up. They notice the Video light on my ONT is not lite. After another 2 hours and them on the phone with the Net Techs, they figure out they never patched the video feed into our area. Great, missing patch cable.
So, video is on...problem solved? Nope. Still no guide or VOD, and when we turn the TV on, black screen until we change channels. Also, most of the HD channels don't work (screen says call Verizon to order). By this time I have tried everything I can think of on the AT router, which was currently set to use a static IP from my internal and do DHCP relay for all stuff behind it and no firewall at all, basically turning it into a "dumb hub", or a "Bridge". STBs happily accept my internal networks DHCP responses, and once again I can connect to the Internet using my laptop through the AT (which, again, is plugged into my Firewall). The field tech says this is not the recommended configuration, but its 6:00 by now. I sign the papers so they will leave the equipment, and spend the next several hours working on it.
I worked until about 11:00 that night. I tried their "recommended configuration" of having the AT assigned the static IP from Verizon, having it do the DHCP to the STB's, and my network hanging off the 4-port hub in the back...no go. I tried turning it into a "dumb bridge", but having it plugged directly into the ONT...no go. I reset this stupid AT router so many times I am now the worlds expert on monkeying with an AT router. In all seriousness, I tried everything.
The interesting part is that, when configured through my firewall (both as firewall itself and as "dumb bridge"), I could see the STBs talking by using tcpdump on my firewall. Requests were definitely making it out, and as far as I can tell, no errors reported. I tried looking to see if there were any unicast packets coming in from Verizon addresses, but I saw nothing. Off to bed I went.
Then the phone rings at 12:45am (yes, after midnight). Its Verizon. They want to troubleshoot my stuff. Being the time it was, and having a 6mo daughter and 2 4yr old boys, I was, lets say, a little irate with the rep. After he let me rant for a bit, we spent the next 1 1/2 trying to reboot the router yet again. Again we setup the router with my Verizon-provide static and plugged it into the ONT directly. Again it did not work.
Saturday went much the same way. I called for status, was told to try some stuff, told to call back later. By about 5:00pm I was told by a tier 2 support person "The only way this will work is with a second ONT". I immediately threw the BS flag, as I personally know this guy (»verizon-fios-hell.blogspot.com) and know for an absolute fact he has business static internet, residential phone, and residential tv all on the same ONT. I told the rep that frankly, at this point, I don't care WHAT they do to fix it, including dropping a $5k 2nd ONT and fiber on my house. He told me the ticket was in, and I had to call billing on Monday to have them put it in. In the meantime, I requested a new AT router b/c I thought mine might have been busted from all the monkeying around.
Monday morning comes, I call billing, and am given the run around. After 1 1/2 hrs on the phone, I get a net tech on who says "We never install 2 ONTs on a residential property". Again, I know this to be absolutely false since my best friend in DC has 2 ONTs sitting side by side in his basement. Again I throw the BS flag, but end on the note that "Frankly, I don't care as long as it works). I am told the ticket is escalated to the NT (net tech) center to work on.
Tuesday comes, I get my new AT (haven't opened it yet). Since I work for a living, I wasn't going to waste yet another day on the phone. I was promised a 24hr turn around, which was at 1:30pm that day, so I would let them call me. By 2:30, I hadn't received a call, so I checked in. I was told they are still working on it, and to call back later.
At 8:00 I called back. I told the rep on the phone I wanted to get a status, he switches immediately to "read my tech support scripts" mode. I let him walk me through some stuff, but mentioned my less-than-ideal network setup, and that I needed to cycle my STBs and reset my router. He replies "I need to controll this conversation!".
Let me break here to say that, other than the 1:00 in the morning call, I have been very, very calm. The rest of the conversation went like this: I let him have it with 2 barrels, he kept saying how I was wasting his time and how he couldn't help me if I didn't let him "control the conversation", I told him it wouldn't matter what he told me if the STBs had the wrong IP address and the AT router was not reset, his script wouldn't matter, etc, etc.
Finally, he has me pull the power on the AT. He impatiently asks me repeatedly whats happening, to which my response was "its rebooting like to asked me to do...it takes about 2 min". Then he rants about "controlling the conversation" again, and how he can't help me b/c I am off rebooting STBs, blah, blah, blah. Once he shuts up, I say "Ok, I am in...says Router Status OK, Ethernet Connected...", to which he says "If you can't give me the respect I deserve, I am ending this call"....CLICK!
Now I am furious. I waited about an hour before I called back, because at this point my temper was to a point I really didn't need to talk to anyone. I immediately ask to speak to a floor manager, and then I unload. For 30 minutes I must have ranted. Like a pro, the guy took it, let me vent, and defused the situation. Once I was calm, he gave me the status (they are working on it...) and said he will definitely look into what happened on the previous call. I took this as "I will tell you I am doing something about it, but we are understaffed anyway so not much will be done if anything...". I used to be a helpdesk administrator for CSX in collage, so I know the routine.
So, now its Wednesday. Still no working TV, net techs still haven't called. I called this morning to get status only to be told "There is a billing hold", so I talk to billing and was told "there is no hold, there is a flag because your commit date is passed", then transfered to a net tech to be told "we are working on it...".
The funny part is that, throughout this entire process I have recieved at least 3 calls to do a survay about my "FiosTV Experience", to which I reply "what experience? I dont have TV yet...".
I can tell you, if you are getting this service, and you have even a remotely non-traditional situation, get ready to deal with customer service hell. And don't expect a straight answer from anyone, because each person has their own story to spin you. | |
| | | |
| Forums » comments on review of Verizon FIOS |
|
(185)
(152)
(95)