WraithCobra
join:2007-08-28
Glenn Dale, MD
| Why can't Verizon get a DVR to me?
I got my Fios a few weeks ago with just one STB to try it out. I like the 5m/2m internet, like the clear phone line, and like the digital TV. I haven't had cable in years, the cable company is such a rip off, so I never had the ability to get any channels without a box. The analog local channels and the on-demand stuff made me want to drop DirecTV and upgrade the Fios TV. My DirecTV is 2 DVR's and one regular box, so I checked out the options and pricing for the Fios and decided to upgrade to a network DVR and another STB saving myself $40 month. I opted for a self install and waited for the new DVR and STB to be shipped. The STB showed up a few days later but no DVR. I also received a call from VZ confirming the install appointment, I told them to cancel as it was a self install and I was waiting for the DVR. The day after that I received another call to verify that I canceled the dispatch, again I told them it was a self install and that I had the STB but was waiting for the DVR. The next day I had a message left by the VZ tech who I guess showed up and I wasn't home. Two more days go by, no DVR. So on a Saturday, almost 2 weeks after I called to update my service, I connected the STB and called to have it turned on. Now the second STB is up, and I told the tech to check on the DVR. He said it's on record but he doesn't have access to the shipping records. It's too late to call about the DVR so more waiting...
First thing Monday morning called again, VZ opened a trouble ticket since the DVR was showing ordered, fiber solutions called the next day and said that they can't do anything and I had speak to the ordering department again and transferred me. Again someone told me they would get the DVR shipped out, and here it is another week and no DVR. Yesterday I called again and was transferred to fiber solutions, I supposedly spoke to a supervisor who said she would get this straightened out and call me back. Nothing. So I called again today, got transferred to fiber solutions again, and spoke to someone who said he would get it straightened out and call me back. Still waiting...
I've had about enough...
If I don't get a DVR by Friday, I'm gonna cancel it and the other 2 STB's and just keep my DTV. I'll run the Fios cable into my multi-switch and diplex it out at the sets so I have the minimum local channels since that's all that's required on my triple play contract. I really want that network DVR but I can't be making these calls and getting no where, I guess they don't want my TV business bad enough to get this fixed in a timely matter. |
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bgtimber75
join:2006-06-23
Columbia, MD
| said by WraithCobra  :I can't be making these calls and getting no where, I guess they don't want my TV business bad enough to get this fixed in a timely matter. Then Fios isn't the service for you 
Seriously though, I didn't know they had a self install option? This seems like it would just cause to many problems for them seeing as how they can't seem to manage billing well much less shipping and adding things to the account. |
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Vamp9190
join:2002-02-11
Chantilly, VA | reply to WraithCobra
Yeah really. I have been told by everyone that they did not allow you to set-up yourself and that the charge for any type of visit was $24.99.
How did you 'opt' for the self install? Was that a choice online? |
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WraithCobra
join:2007-08-28
Glenn Dale, MD
| When I called to upgrade and add the DVR and STB they were going to charge to send a tech to do the install. I said that I had just got Fios a week before and it would have been covered under the free install, but if I had to pay to upgrade now I would just cancel. They offered the self install and would ship them if I wanted, so I agreed. |
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zacojam
join:2003-01-13
Massapequa, NY | reply to WraithCobra
From what I understand there is no self install. The tech needs to set everything up.
I could be wrong though.
--
Get Play Station Portable Games, Cheats and movies - www.pspstore.info |
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WraithCobra
join:2007-08-28
Glenn Dale, MD
| The regular STB came via UPS with a single page install guide; simple cable & audio/video hook ups, and a number to call to have it activated. The tech on the phone sent a signal to the box, it reset and downloaded a few times then it was good to go. No problems with that, only took a few minutes. I don't see why the DVR would be any different. Now if they could just get one to me... |
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bgtimber75
join:2006-06-23
Columbia, MD | It shouldn't be different but for some reason they want to get $25 out of you to send a tech out. There equipment isn't any harder to install then Comcast's of DirecTV's. |
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WraithCobra
join:2007-08-28
Glenn Dale, MD
| reply to WraithCobra
Well, I finally got someone on the phone yesterday that knew what they were doing. She asked if I wanted to pick one up from a local office. Yea! I had mentioned to 5 other people on 3 different calls in just the last week. I said that they needed to get the box out to me either UPS, have a tech deliver it, or let me pick one up. So the person I spoke to yesterday finally solved my DVR problem in 10 minutes. She called my local office and verified stock and had one set aside for me to pick up. I got it this morning, hooked it up and am good to go. It only took 3 weeks, but I'm finally set up with a DVR and 2 STB's. I'll have 6 TVs hooked up this weekend after I run some coax, the guest rooms just get the locals for now. With my DTV I only had 2 TVs anyway, I never got around to running the coax for the 3rd. |
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FiosUser
join:2007-05-21
Huntington Beach, CA
| reply to WraithCobra
You're lucky you can do the self install. In CA, we have to pay 19.99 for someone to come out and set the box down on the TV and leave. No options for shipping or picking up at a local office. S-t-u-p-i-d.
Even worse, if I were to ever upgrade a STB to a HD or DVR box, I would again have to pay the 19.99 all over again.
Can it get any worse? Yes it can. If I were to cancel a box, I would have to pay 19.99 for someone to come out to pick up the box.
No, it can't get any worse still can it? Yes it can. If I were to upgrade some other rooms to get new boxes--let's say two boxes at one time, I would have to pay 19.99 X 2 (once for each box being hooked up).
This is all even if the coax is already in the rooms.
Can you believe this? I was very upset to hear this. So, I have 4 boxes total right now. When I cancel FIOS in the future, I'll have to pay 80 bucks!
The technology is good, but the business practices Verizon uses are awful. I hate Verizon for this, but I guess I can't live without it. |
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JPL
Premium
join:2007-04-04
West Chester, PA
 ·Verizon FIOS
| said by FiosUser :You're lucky you can do the self install. In CA, we have to pay 19.99 for someone to come out and set the box down on the TV and leave. No options for shipping or picking up at a local office. S-t-u-p-i-d. Even worse, if I were to ever upgrade a STB to a HD or DVR box, I would again have to pay the 19.99 all over again. Can it get any worse? Yes it can. If I were to cancel a box, I would have to pay 19.99 for someone to come out to pick up the box. No, it can't get any worse still can it? Yes it can. If I were to upgrade some other rooms to get new boxes--let's say two boxes at one time, I would have to pay 19.99 X 2 (once for each box being hooked up). This is all even if the coax is already in the rooms. Can you believe this? I was very upset to hear this. So, I have 4 boxes total right now. When I cancel FIOS in the future, I'll have to pay 80 bucks! The technology is good, but the business practices Verizon uses are awful. I hate Verizon for this, but I guess I can't live without it. I may be wrong, but I think your math is off. I believe the tech visit covers all boxes being added/upgraded. There is a more expensive fee when you cancel, but ONLY if you have the tech come out to remove the boxes. You can disconnect them yourself and send them back in a prepaid UPS box. So cancelling would cost you nothing.
I do agree that you should be able to just stop off and pick up a box at a local office, but I'm pretty sure that you pay per visit, not per box. |
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FiosUser
join:2007-05-21
Huntington Beach, CA
| said by JPL :said by FiosUser :You're lucky you can do the self install. In CA, we have to pay 19.99 for someone to come out and set the box down on the TV and leave. No options for shipping or picking up at a local office. S-t-u-p-i-d. Even worse, if I were to ever upgrade a STB to a HD or DVR box, I would again have to pay the 19.99 all over again. Can it get any worse? Yes it can. If I were to cancel a box, I would have to pay 19.99 for someone to come out to pick up the box. No, it can't get any worse still can it? Yes it can. If I were to upgrade some other rooms to get new boxes--let's say two boxes at one time, I would have to pay 19.99 X 2 (once for each box being hooked up). This is all even if the coax is already in the rooms. Can you believe this? I was very upset to hear this. So, I have 4 boxes total right now. When I cancel FIOS in the future, I'll have to pay 80 bucks! The technology is good, but the business practices Verizon uses are awful. I hate Verizon for this, but I guess I can't live without it. I may be wrong, but I think your math is off. I believe the tech visit covers all boxes being added/upgraded. There is a more expensive fee when you cancel, but ONLY if you have the tech come out to remove the boxes. You can disconnect them yourself and send them back in a prepaid UPS box. So cancelling would cost you nothing. I do agree that you should be able to just stop off and pick up a box at a local office, but I'm pretty sure that you pay per visit, not per box. Oh, I wish my math was off. I specifically asked customer service just what you are saying. However, I was told what I posted.
Our only hope is my customer service agent's math was off, huh? It sure seems like it should be. |
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JPL
Premium
join:2007-04-04
West Chester, PA
·Verizon FIOS
| First off, I don't doubt what you wrote. I'm sure you were told that by the CSR. But the cost per box vs. cost per visit just sounds goofy to me. I can understand charging to have a tech come out to do the install - I guess maybe they figure that the more boxes they install the more time they spend at your house, hence the more it'll cost them to pay the tech to come out.
But I'm pretty sure you can just disconnect the boxes yourself and send them back via UPS if you're cancelling service. |
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Assault
join:2001-12-14
Garland, TX | If you have a Verizon Plus store in your area you can take your boxes back at no charge, but amazingly you cannot pick up any SD or DVRs there. |
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a1rodger
@myvzw.com | reply to WraithCobra
Off topic but, as above, you can't pick up a router their either...  |
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aaronwt
Premium
join:2004-11-07
Woodbridge, VA
·Verizon FIOS
1 edit | reply to WraithCobra
If you have the new dish with STBs for all 5 SAT locations you can't combine the FIOS signal since the DTV signal uses the spectrum that FIOS analog and digital would use. If you have the old dish and STBs for the 3 SATS at 101, 110 amd 119 location you will be fine in combining the signal.
said by WraithCobra :I got my Fios a few weeks ago with just one STB to try it out. I like the 5m/2m internet, like the clear phone line, and like the digital TV. I haven't had cable in years, the cable company is such a rip off, so I never had the ability to get any channels without a box. The analog local channels and the on-demand stuff made me want to drop DirecTV and upgrade the Fios TV. My DirecTV is 2 DVR's and one regular box, so I checked out the options and pricing for the Fios and decided to upgrade to a network DVR and another STB saving myself $40 month. I opted for a self install and waited for the new DVR and STB to be shipped. The STB showed up a few days later but no DVR. I also received a call from VZ confirming the install appointment, I told them to cancel as it was a self install and I was waiting for the DVR. The day after that I received another call to verify that I canceled the dispatch, again I told them it was a self install and that I had the STB but was waiting for the DVR. The next day I had a message left by the VZ tech who I guess showed up and I wasn't home. Two more days go by, no DVR. So on a Saturday, almost 2 weeks after I called to update my service, I connected the STB and called to have it turned on. Now the second STB is up, and I told the tech to check on the DVR. He said it's on record but he doesn't have access to the shipping records. It's too late to call about the DVR so more waiting... First thing Monday morning called again, VZ opened a trouble ticket since the DVR was showing ordered, fiber solutions called the next day and said that they can't do anything and I had speak to the ordering department again and transferred me. Again someone told me they would get the DVR shipped out, and here it is another week and no DVR. Yesterday I called again and was transferred to fiber solutions, I supposedly spoke to a supervisor who said she would get this straightened out and call me back. Nothing. So I called again today, got transferred to fiber solutions again, and spoke to someone who said he would get it straightened out and call me back. Still waiting... I've had about enough... If I don't get a DVR by Friday, I'm gonna cancel it and the other 2 STB's and just keep my DTV. I'll run the Fios cable into my multi-switch and diplex it out at the sets so I have the minimum local channels since that's all that's required on my triple play contract. I really want that network DVR but I can't be making these calls and getting no where, I guess they don't want my TV business bad enough to get this fixed in a timely matter. |
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Thespis
I'm not an actor, but I play one on TV.
Premium
join:2004-08-03
Keller, TX | reply to a1rodger
said by a1rodger :Off topic but, as above, you can't pick up a router their either... They will, however ship you a router... |
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