Great Support Experience! - Verizon FiOS (2024)

mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM 2024-Aug-14 7:44 am Great Support Experience! I called support today because I am having issues with MoCA network connectivity, and a STB won't connect. I got through right away with little menu tree navigation. The person I spoke to was from North America (I think Basking Ridge) and did great work troubleshooting. He was polite, friendly, and empathetic. As the issue seems to be signal related, they're sending a tech today to fix the issue. The bottom line is, when you have an issue, call support for help. The phone is your friend!
	· actions · 2024-Aug-14 7:44 am ·
SparkChaser Premium Member join:2000-06-06 Downingtown, PA	SparkChaser Premium Member 2024-Aug-14 8:11 am said by mbernste: As the issue seems to be signal related, Let us know what they find. I'm curious about signal levels. I have the cable split and one STB had trouble with a couple of channels.
	· actions · 2024-Aug-14 8:11 am ·

mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM 2024-Aug-14 8:19 am said by SparkChaser: I have the cable split and one STB had trouble with a couple of channels. Both of my STBs (one is a TiVo) have issues with some of the channels. The box finally connected and completed the setup (he had done a complete reinitialization) and now I get video again, but the channels are blocky.
	· actions · 2024-Aug-14 8:19 am ·
mbernste	mbernste to SparkChaser MVM 2024-Aug-14 8:20 am to SparkChaser said by SparkChaser: STB had trouble with a couple of channels. Why didn't you call support?
	· actions · 2024-Aug-14 8:20 am ·
SparkChaser Premium Member join:2000-06-06 Downingtown, PA	SparkChaser Premium Member 2024-Aug-14 9:14 am said by mbernste: Why didn't you call support? #1, I always think I can fix it and I did. #2, I'm on the box update calendar and I'm trying to put that off as long as possible.
	· actions · 2024-Aug-14 9:14 am ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM 2024-Aug-14 9:33 am said by SparkChaser: I'm trying to put that off as long as possible Why? I have the VMS-1100 and, when it has a network connection, works great. said by SparkChaser: one STB had trouble with a couple of channels In my case I tried replacing the splitters and no luck. FWIW, I'm using Verizon branded splitters that are MoCA 2 compatible.
	· actions · 2024-Aug-14 9:33 am ·
dahacker join:2019-11-13	dahacker to mbernste Member 2024-Aug-14 12:33 pm to mbernste said by mbernste: I called support today because I am having issues with MoCA network connectivity, and a STB won't connect. I got through right away with little menu tree navigation. The person I spoke to was from North America (I think Basking Ridge) and did great work troubleshooting. He was polite, friendly, and empathetic. As the issue seems to be signal related, they're sending a tech today to fix the issue. The bottom line is, when you have an issue, call support for help. The phone is your friend! I'm curious as to whether you will just get a shinny new ONT to fix your QAM data errors and other MoCA WAN issues?, or whether it is AFTER the ONT and somewhere in your house cabling. Also curious as to whether they will charge you if it is your house cabling.
	· actions · 2024-Aug-14 12:33 pm ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM 2024-Aug-14 1:43 pm said by dahacker: I'm curious as to whether you will just get a shinny new ONT Nope. The issue was with the coax. He replaced nearly 19 year old coax going from a jack to the ONT and replaced some coax going from another jack to the TiVo. He worked for over two hours until everything was fixed. Box is connecting, blocky channels are solid and MoCA is working like a champ! Great job Verizon!
	· actions · 2024-Aug-14 1:43 pm ·
dahacker join:2019-11-13	dahacker Member 2024-Aug-15 12:49 pm said by mbernste: Nope. The issue was with the coax. He replaced nearly 19 year old coax going from a jack to the ONT and replaced some coax going from another jack to the TiVo. He worked for over two hours until everything was fixed. Box is connecting, blocky channels are solid and MoCA is working like a champ! Great job Verizon! LOL, you left out the part where house cabling was my second guess. Did they charge you for the repair since it was in your home?
	· actions · 2024-Aug-15 12:49 pm ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM 2024-Aug-16 5:42 am said by dahacker: Did they charge you for the repair since it was in your home? Yes, but it was only like $150 so not expensive, but still worth it. He removed coax stapled on my moulding, replaced it and re-stapled it (well, clips) and was very thorough and addressed every one of my issues. All the channels are good and my MoCA is reliable. It's only been a day but I'm even seeing improvements with the SamKnows reports.
	· actions · 2024-Aug-16 5:42 am ·
SparkChaser Premium Member join:2000-06-06 Downingtown, PA	SparkChaser to mbernste Premium Member 2024-Aug-16 9:12 am to mbernste said by mbernste: Why? I have the VMS-1100 and, when it has a network connection, works great. There appears to be enough people complaining about it that tells me I don't need the trouble. It doesn't look like it does anything for me. The other thing is, my wife is the TV watcher. She can finally handle what we have. It would be a major PITA.
	· actions · 2024-Aug-16 9:12 am ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM 2024-Aug-16 12:28 pm Using a STB isn't rocket science. Press the STB box to turn it on, type in the channel number and you're done.
	· actions · 2024-Aug-16 12:28 pm ·
SparkChaser Premium Member join:2000-06-06 Downingtown, PA	SparkChaser Premium Member 2024-Aug-16 4:58 pm said by mbernste: Using a STB isn't rocket science. Press the STB box to turn it on, type in the channel number and you're done. Thanks, got it.
	· actions · 2024-Aug-16 4:58 pm ·