Rank: Guest
Joined: 10/12/2007
Posts: -824
Points: -8,083
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I installed FiOS in February. The techs that came to install it were great, the service is great when it works. I get 20MBPS down, 5MBPS up, as advertised. TV is not as easy to use as DirecTV, but close. I have 2 TiVos, and it works with them, but not using a serial control cable, so changing channels is slow.
HOWEVER, this weekend I encountered the first snag. My TV service went out on Friday, May 23 around noon. Despite 6 calls no one acknowledged the probem. A technician finally showed up 2 days later, and DID NOT FIX THE PROBLEM. Said it was in the network. But Network support says it is not. So I am currently (as I write this) in never-never land. The earliest a tech can come is Tuesday, 4 days after the outage. And I have little confidence that he will do any better job than the first tech.
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Rank: Guest
Joined: 10/12/2007
Posts: -824
Points: -8,083
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I too switched from DirectV after over 13 years and yes it is not as easy to use as DirectV at this point but they are making big enroads with their FiOS services. I have used the phone and Internet services now for almost 2 years with nary a problem. I encountered my first problem after 2 days with the Router shutting down the IP addresses for the 4 boxes. However this did not interfere with the TV service . I talked to CS on the 888 number and they were very helpful in tracking down the problem because I couldn't use VOD or Widgets during that time. That was Saturday night and the Tech came by yesterday and within 15 minutes replaced the Router and everything is still working well today. I discovered after he left last evening that my Laptop on the wireless could not connect. That was no big deal since I was using it in the Den and the Desktop was working in the Study. Today I called the 888 CS number and the Tech worked with me using Remote services and set up the laptop by remote control. Having been in the Computer business going back to the mid-50's I was impressed with how he was able to take over the computer while I watched. One of the Computer companies I worked for in the 70's were pioneering doing remote trouble-shooting on computers of customers all over the USA. The technology is warp years ahead now compared to then.
bamakid
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Rank: Newbie
Joined: 7/24/2008
Posts: 5
Points: 15
Location: SI,NY
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sorry i cant help you but i guess, in general, people have been sacrificing customer support/service for a slighlt uptick in performance.
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