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I recently signed up for FIOS internet and have been happy with the service. I was looking forward to getting FIOS TV until I saw the very few HD channels carried (of which I only watch one). I was ready to switch from DirecTV to FIOS but now I do not see the advantage as I would lose over 30 HD channels. I understand that it may take time to negotiate contracts with channels to carry HD programming, but DirecTV seems to have done it so it is possible. As good as the FIOS network may be, the customer service is awful. I spent almost an hour trying to get someone on the phone from Verizon but was hung up on several times in a maze of automated voice prompts. With DirecTV at least you can speak to a person within a minute or two - just to tell the automated system I wanted to wait on hold takes on order of three minutes with Verizon. You have a HUGE number of people who really want your TV service but the way your company is setup and the lack of HD offerings it is turning many people away. Just telling prospective customers what channels are GOING to become available and when would go a long way. Once you are locked into a contract with DirecTV it is for two years. ps: Not everyone has a home phone number, I would not use that as the unique identifier.
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| Posted by:
Sean
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January 28, 2008, 03:09 PM EST
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Cross-posting here.I'm a current customer and generally happy. There's a lot to like about the user experience, the content line-up, etc. The multiroom DVR rocks. The EPG/DVR is slowly but surely getting better (you now have episode names for most shows I record)- although there are some problems. My internet connection and phone service are rock solid. However I have 1 BIG issue. FiOS doesn't carry MLB Extra Innings or any of the other major league sports packages from InDemand. I know that cable co's own them and that they're a pain to deal with - but GET IT DONE. I will cancel my FiOS service before Opening Day (late March) if FiOS doesn't start carrying this service. Sad, but, true. PLEASE get it done.
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| Posted by:
Eric
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January 15, 2008, 03:21 PM EST
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I have had FIOS for over a year and was looking forward to the TV offering when I switched to FIOS; however, the DVR will only record 5 hours of HD (Direct TV's will record 50) and there are almost no HD channels. I am sticking with Direct TV. And yes, the customer service at FIOS is worthless.
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| Posted by:
Thom Baird
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December 02, 2007, 06:45 AM EST
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FIOS is Jersey City/Hoboken!!! Please!!! Cablevision is the worst!
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| Posted by:
Ryan
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November 28, 2007, 10:23 AM EST
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Ok, so in Ben's defense I am a Verizon subscriber.. you know the guy who actually pays for the service.. and Verizon hasn't communicated any new HD expansion to us. We did get the mass mailing about the revamped user interface and we did appreciate that. Whether you want to admit it or not, right now the end user perspective is that DirecTV is gaining ground on FIOS because they are communicating their plans to expand their HD offerings. Verizon *is* still silent on this front... your customers have no clue what you're up to. Having said all of this, I have faith in Verizon and expect good things to come.
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| Posted by:
Bill Hepworth
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November 18, 2007, 09:48 AM EST
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Ken Z, These comments are read by very senior people on a regular basis. And I also flag specific ones for specific people via email, as well. Additionally and for example, I can specifically say that comments about the new IMG for FiOS were not only heard, but helped shape the development of its update coming later this year. CZ
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| Posted by:
John 'CZ' Czwartacki
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November 05, 2007, 10:08 AM EST
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Hey CZ, Can we assume you read these posts? You did infact chime in just the other day, so I'll take that as a yes. But to whom, if you are able to answer, do you pass on these comments? Do they land with a thud on your desktop and that's it, or can you reassure us that the concerns voiced here are aired in a larger forum at Verizon. Verizon should send a customer satisfaction survey our to its subscribers and ask us what our concerns are...knowledge is a powerful thing, John. How about sharing some of your?
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| Posted by:
Ken Z
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November 03, 2007, 10:28 PM EST
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To paraphrase: EngadgetHD: What's wrong with your network? Verizon: We have the best network! EngadgetHD: Um.. okay. I guess I'll say they're 'not talking' because they didn't address my question but instead fed me some PR boilerplate about how epic their 'just a matter of adding new equipment' (not to be mistaken for being outdated) network is. Verizon: This is an outrage! *cue feigned anguish* Yeah Fios sounds pretty sweet but I wouldn't exactly consider the current response to EngadgetHD's curiosity a 'brand win'. Rather quite the opposite.
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| Posted by:
Zeus
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November 01, 2007, 05:53 PM EST
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I guess the verizon way is to move really really slow....while competitors are leaving verizon in the dust. Just like verizon's cell phone division claims "it's the network" but verizon's choice of phones is pathetic. They haven't even released the vx6800, a phone that ATT has had for over a year. It's so old that other carriers are now releasing new editions of that phone..all the while we're still waiting for verizon to release the old phone. With FIOS, it's also "it's the network", but yet they're last in the HD goodies. And just like their cell phone dept, all they can say is "stay tuned"
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| Posted by:
mattk
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November 01, 2007, 04:14 PM EST
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I've been waiting for FIOS in my zip 90713 for one year now. My neighbors one block away (literally), have had it for over six months. I've been told that we may get it by the end of '08, as it's coming from a different office. It's an easy above-ground route too. :( This delay, and DirecTV's lineup, is likely to spur a commitment to satellite.
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| Posted by:
John B
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November 01, 2007, 04:04 PM EST
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John, with all due respect, telling a customer who is on the verge of leaving to "Stay Tuned" is just what has gotten many of us aggrevated in the first place. That doesn't mean anything. "Stay Tuned" - for what? A press release on the new HD channels coming on a specific date? A report on the technology challenges and solutuions facing your infrastrucure? A program to reward loyal Fios custmers with discounted service, movie vouchers, Starbucks Gift cards? "Stay Tuned" - John, I really believe you can do better for your customers than that. Please let those of us who are not jumping ship know that you have the respect for us to tell us the hard truths. When? What? and Why? Thanks,
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| Posted by:
Ken Z
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November 01, 2007, 08:35 AM EST
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Looks like FIOS will hopefully be coming to DC proper in the not-too-distant future... Last night, I took a telephone survey regarding my position on FIOS in DC, so the city government is considering it.
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| Posted by:
Andrew Zitnay
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October 31, 2007, 01:02 PM EST
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| Posted by:
John 'CZ' Czwartacki
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October 29, 2007, 04:29 PM EST
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I am thinking of leaving fios because I want more HD channels. I have 2 HD tv's (60" Panisonic & 50" Sony) in my house hooked up HDMI. When you spend that much money on HD tv's you want as many HD channels as possible (I even up convert my DVD's to HD with my PS30. Know one at customer service will tell you if any are available. Plus customer service is terrible and I am tired of people asking me for my phone number when I call. I don't need traditional phone service when I have internet service and 3 cell phones. They cannot look up my account by the account number. People like myself want to stay with Fios, but you need to add more HD channels asap or you will loose alot of customers that have spent the money on the HD tv's. I really don't want to get the dish on my house hooked up again.
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| Posted by:
Charles Montgomery
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October 29, 2007, 01:11 AM EST
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It's like when a plane is delayed on the tarmac; things are always better when the "powers that be" just tell us why there is a delay, precisely how long things will take to resolve, and please don't tell us how great you are while you're sitting dead on the ground. Which is to say: Verizon does NOT have the best HD line up (No TBSHD for the baseball play-offs, no Versus, Sci-fi, CNN, et al), it does not communicate well to its base (when will channels be added, which ones, why the delay), and folks at Verizon still seem to think that simply saying the words "fiber network" should quiet the masses. Well, the market is fluid, the competition is aggressive, and the "best" can in the case of the HD market be measured by...show me the numbers. Verizon's HD line up is not impressive. But I still have hope. I still trust that I made the right decision to switch (all my services) to Fios. Please treat your customers with respect. Tell us when, why, and what...and tell us soon. We can take it. Best, KZ
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| Posted by:
Ken Z
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October 28, 2007, 06:55 PM EST
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FIOS IN 90049 PLEASE!!!!!!!
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| Posted by:
Michael
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October 25, 2007, 09:53 PM EST
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In response to comments made above: "we offer internet speeds only dreamed about by cable and over fiber -- THE state of the art communications technology. Like everyone else we’re adding more channels and more bandwidth as fast as we can. The difference is we have the capacity to stay ahead of the pack." Obviously you all do not stay up to date on current trends. DirecTV is offering 100 HD channels by the end of the year and Dish network is right behind. This is very misleading and almost makes me want to change my service.
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| Posted by:
Boomer Dorman
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October 23, 2007, 11:30 PM EST
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I think people are just frustrated when we see direct TV get all these new HD channels. I thought Fios was the new leader and I pushed them on all my friends. Now we see other people get better HD channels and DVRs that actually work. I hope the fixes come soon before you start to lose your early adopter base....
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| Posted by:
Ajay
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October 22, 2007, 09:22 AM EST
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What a typical PR blog post. Rather than address the issue when when FIOS will "catch up" to Satellite and Cable companies with some new HD channels, they focus on the timing of an email and the definition of what "not talking" means. I expect this from the cable companies, but I thought that FIOS was different. Guess I was wrong.
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| Posted by:
Jeff
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October 22, 2007, 08:45 AM EST
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I would also like to see CNN, SciFi-HD, USA-HD added. These are some of the few channels that actually (1) have daily HD that isn't repeated over and over, and (2) do not apply ugly stretching to upconverted SD content. Other channels such as Animal Planet, Discovery Science, Discovery HD, and TLC-HD offer very little HD by comparison they stretch all their SD so it is unwatchable. Please consider the treatment of upconverted SD in the HD channels you add. Since most of these channels still show predominantly SD content, the quality of that SD matters.
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| Posted by:
Ken F
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October 21, 2007, 01:46 AM EST
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You never understand what you miss until you can't get it. I recently moved into a new home that was not served by Verizon and is now served by AT&T. I really miss my FIOS because AT&T UVerse sucks! It's really too bad that I am stuck with the worst of the providers - AT&T. Dialup would be better. If it weren't for a EVDO card, I'd be out of luck.
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| Posted by:
Scott
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October 20, 2007, 09:36 PM EST
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I hate to say it, but "it is just a matter of adding new equipment to increase capacity" is in fact a "technological limitation” in your video distribution system
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| Posted by:
MarkS
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October 20, 2007, 03:29 PM EST
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Well I've been waiting for FIOS TV for over a year now and finally got it today and personally I think this is seriously the best quality of service I've ever recieved. That being said it is slightly puzzling as to why Verizon would allow DirecTV to get ahead in the great HD race when FIOS is obviously the superior technology. Anyway I have no doubt in my mind that Verizon will eventually offer more HD channels than anyone else because of the large investment in infrastructure. What I'm really curious about though is how will the switch from QAM/IPTV to IPTV effect current customers and will devices like the XBOX 360, Media Center, or CableCard work with Verizon?
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| Posted by:
Brad
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October 20, 2007, 02:25 AM EST
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I don't understand why Verizon went with QAM knowing the bandwidth limitations. Was switched video still a more expensive prospect? I would like FIOS to make its way to Washington, DC proper instead of just teasing us with availability in Virginia.
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| Posted by:
beanie
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October 19, 2007, 10:57 PM EST
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I have worked for this company and all its incarnations, on the front line for 17 years. In all that time they have never done anything right the first time!
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| Posted by:
Anon
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October 19, 2007, 06:59 PM EST
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If it's only "adding new equipments" then add the friggin equipments!
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| Posted by:
JJ
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October 19, 2007, 05:00 PM EST
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Why won't Verizon "one up" cable and offer "clear QAM" digitals? Verizon can protect their TV services, the same way they prevent data customers from receiving video (Pole traps)? Save CableCARD and STBs for premium/ala carte offerings. I can think of many people who would switch today with a "clear QAM" option. I want support for my TiVo HD!
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| Posted by:
Yuji
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October 19, 2007, 04:50 PM EST
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Any idea when SciFi HD will be added? This the one HD channel I am looking forward to the most. The sooner it's added the better. i just signed up for the 2 year double play for phone and TV(I have the 30/5 interent so I don't qualify for triple play with internet)So I am going to definitely be with FIOS for a while.
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| Posted by:
aaronwt
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October 19, 2007, 03:40 PM EST
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"Like everyone else we’re adding more channels and more bandwidth as fast as we can" So the question is why is "as fast as we can" so slow? What is the gating factor to adding more HD channels?
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| Posted by:
Alan
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October 19, 2007, 03:11 PM EST
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I guess the real question that everyone is trying to get at is if you have the capacity to offer the best and the most, why aren't you offering the most? DirecTV is leaving Fios in the dust when it comes to the number of HD channels. What is taking Fios so long to release these same channels? Verizon didn't even offer TBSHD in time for the baseball playoffs when it would have been most useful.
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| Posted by:
Pete
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October 19, 2007, 02:15 PM EST
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I never doubted the quality of the FiOS service. I just wish you guys would bring it to Seattle!
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| Posted by:
Raptor007
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October 19, 2007, 01:31 PM EST
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Sorry you misunderstood what I meant by "not talking," in retrospect I should have spelled it out. I really wanted to know what equipment needed to be upgraded and when it might be upgraded, and that is what I mean by not talking. Thanks again for having this dialog with me. Ben Drawbaugh Engadget HD
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| Posted by:
Ben Drawbaugh
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October 19, 2007, 10:11 AM EST
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