Verizon Tech Support (FW 1.7 related)
Ah, another FiOS post here. Usually I am very happy with the service…today, not so much.
I contacted support because the 1.7 firmware was finally rolled out to Pittsburgh.
It is fairly common knowledge that the 1.7 firmware totally screws up the guide to a point that it is actually a pain to use. It looks horrendous and is not right at all on the 7xxx series boxes. But, it displays correctly on the older 6400 series ones.
Here is my chat with tech support regarding the issues I have. He was by far one of the worst representatives I have come across while talking to Verizon support. 
Anthony(18:55:31): Thank you. One moment while I pull up your account. I am sorry for your problems, but I will help you. Please be patient.
Anthony(18:55:51): Are you havign a HDMI issue since the 1.7 firmware update to the boxes?
StevoFC(18:56:09): no I’m having guide issues on the 7100 series boxes
StevoFC(18:56:14): it looks horrible
Anthony(18:56:30): unrelated…
StevoFC(18:56:36): no it’s not
Anthony(18:56:41): you don’t like it
StevoFC(18:56:53): it’s a proven fact that the guide is stretched only on the 7xxx series boxes
StevoFC(18:57:09): it shows correctly on my older 6400 series dvr
StevoFC(18:57:31): I am unhappy with the service since this update
Anthony(18:57:36): I am sorrty
Anthony(18:57:41): sorry
Anthony(18:57:57): It can’t be changed but I have notated your tech support notes
StevoFC(18:58:04): it can be changed
Anthony(18:58:15): how?
StevoFC(18:58:16): i would like my box replaced with a model that doesn’t have the problem
Anthony(18:58:51): I can’t replace the boxes because you don’t like the way the guide is displayed
Anthony(18:59:06): The 7000 boxes are HD
StevoFC(18:59:13): so are the others
Anthony(18:59:18): the 6416 is HD & standard
StevoFC(18:59:31): i have the 6416 dvr
Anthony(18:59:36): I see that
StevoFC(18:59:46): and it displays correctly
Anthony(18:59:56): the 7000 are correct also
StevoFC(19:00:02): no it is not
Anthony(19:00:22): all 3 display the same way correct?
StevoFC(19:00:49): all 3 what? 7100?
Anthony(19:00:55): yes
StevoFC(19:01:16): yes, but they dont look like they used to, and they dont look like the 6400 does
Anthony(19:01:41): I am sorry they don’t look the same
Anthony(19:01:46): but they are correct
StevoFC(19:01:50): can you roll my firmware back?
Anthony(19:01:55): no
StevoFC(19:02:17): how much is the verizon cancellation fee?
Anthony(19:03:07): I am tech support
Anthony(19:03:13): 1-800-VERIZON (1-800-837-4966), available Monday through Friday between 8:00 AM and 6:00 PM.
Anthony(19:03:18): give them a call and they will work with you
StevoFC(19:03:35): if you are unwilling to help I will most likely cancel my service
StevoFC(19:03:46): because this update is not acceptable
Anthony(19:03:57): I can’t roll your firmware back
Anthony(19:04:03): I am sorry
StevoFC(19:04:16): you would if the update didn’t install correctly on my end
Anthony(19:04:41): it installed correctly
StevoFC(19:04:58): so you are saying verizon purposely screwed up the guide?
Anthony(19:05:08): no
Anthony(19:05:23): Unfortunately you don’t like the way it loks
Anthony(19:05:28): looks
Anthony(19:05:28): I am sorry
StevoFC(19:06:18): then like i said, I will have to call the number you gave me and possibly cancel my service
Anthony(19:06:28): I am sorry to hear that.
Anthony(19:06:39): Thanks for using Verizon Click to Chat. For more information visit http://help.verizon.net . You can also download the Verizon In Home Agent at http://verizon.com/inhomeagent to help with any future issues with your service. You may receive a survey regarding this chat. I hope you can rate us a 10 based on your experience with me today. Thank you for choosing Verizon.
Your session is now closed.
Thank you,have a nice day.
Yes, I was rude…I normally try to be nice but the guy was treating me like an idiot. Sorry Anthony, but don’t assume people who contact you are dumb and maybe you would be treated nicer.
To make things even better, They include an email link at the bottom of the chat when you are done so that you can email the log to your account. I click the link to email the transcript to myself and I got this…
I started to laugh when this happened…Why, you ask?
The FiOS email addresses are .net not .com, so I couldn’t even email the transcript to myself.
Thanks Verizon, you seem to be getting better each day. 
Related posts:
Steve works in the IT field, focusing mainly on Networking, Database Management, Web Development and Programming. | 
Steve, please keep us posted on how this turns out. I am assuming that you will call Verizon tomorrow…
I will watch for future posts.
Thanks and good luck!
I had just tried to chat online with their tech support. As soon as I opened the window and typed in how 1.7 messed up my guide I hit “Submit”.
This screen came up.
“We are sorry that Verizon Live Chat is not available, and apologize for the inconvenience
To close this window, select the Exit button below.”
I tried two more times, and I now get this message.
“We apologize for the inconvenience, however Verizon Live Chat is currently unavailable. We are either experiencing high customer volume or the center is closed for the day. Our hours are 7 Days a week: 8:00 AM – 12:00 AM ET.
Click Close to return to Contact Us.”
Note: I tried at 9:30 – 9:45PM, well in the time of operation. I’m assuming everyone else in Pittsburgh are chatting with them.
Haha, that’s crazy. They must have shut down for the night because they were getting annoyed. lol
Yeah, Ha.
I wish I had fios for internet. That 20/20 speed cant be beat. But I would never switch from DirecTV. And thier customer support is amazing. Thanks for posting this.
The speed is nice but I rarely download anything anymore…except all the Windows Updates that Microsoft has been pushing to me this week.
My guide is still screwed…but my HDMI still works :whistle: