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Verizon Broadband Services Discounts, Deals and Coupon Codes

Verizon Fios DVR Upgrade for $0.00 + Free shipping - YMMV

layzzzee8 21 March 10, 2011 at 03:53 PM More Verizon Broadband Services Deals
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Alright, this is my first post so please be easy on me. FIOS DVR storage space wasn't cutting it with the 250GB DVR box I had. I read around on the forums and found the following link which you sign up for once you are logged into your account.

https://www36.verizon.com/fiostv/...nsion.aspx

If the link doesn't work for you log into your account and go to My Verizon Services, TV, My TV, Set Top Boxes, then click on the Learn More button in the "Want More from your FIOS DVR?' ad on the right side of the page.

They then email you with an offer to upgrade each of your DVR boxes for $39.99 to the 500GB boxes which store 75hrs of HD programming and have a much faster processor and are capable of expanding the storage to an external eSATA drive once the new firmware update hits the box. The boxes got shipped overnight and you ship your old boxes back in the same box at no cost to you. My next bill showed two $79.98 (2 boxes) STB Upgrade Charges when it should have shown 1. I called to complain as it should have been one $79.98 charge and the rep on the phone looked at my bill and said we never charge for any set top swap outs and credited my account for both charges. Apparently FIOS has not told their reps about the upgrade fee. Good luck!

32 Comments

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#2
As a verizon tech support, you just got an idiot csr that couldn't read the different models. This is not a deal, but just an error by a csr. This fee can only get waved by retention or a manager (properly that is) and he will face disciplinary action if call is QAd
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#3
Quote from jimmienoman View Post :
As a verizon tech support, you just got an idiot csr that couldn't read the different models. This is not a deal, but just an error by a csr. This fee can only get waved by retention or a manager (properly that is) and he will face disciplinary action if call is QAd
...aaaaaaand THIS is why I hate Verizon (the company, not the service). Nothing personal against you Jimmie. The capacity shipped with the Fios HD DVR is pathetic, and though it has an eSATA port, the firmware doesn't support it. It's as if Porsche came out with a new car model that was expensive but was only available with bicycle tires. Nice to know that the tech support person will face disciplinary action if he tries to help me.
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#4
Quote from jimmienoman View Post :
As a verizon tech support, you just got an idiot csr that couldn't read the different models. This is not a deal, but just an error by a csr. This fee can only get waved by retention or a manager (properly that is) and he will face disciplinary action if call is QAd

let me also mention that I called 3 days ago and spoke to another rep who also was surprised about the charges. She agreed to have them removed and then kept me on the phone for 20 minutes trying to sell me on a new package which was more expensive than what I am paying and had slower internet (no thanks). I checked today and noticed that the amount had not been credited which is what spurred the second call.
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#5
Quote from fis View Post :
...aaaaaaand THIS is why I hate Verizon (the company, not the service). Nothing personal against you Jimmie. The capacity shipped with the Fios HD DVR is pathetic, and though it has an eSATA port, the firmware doesn't support it. It's as if Porsche came out with a new car model that was expensive but was only available with bicycle tires. Nice to know that the tech support person will face disciplinary action if he tries to help me.

No offense taken. It took them forever to launch this new line of DVRs also. They came out with uncompressed (literally on most stations) and gave people a thimble to hold it in. While I understand most peoples frustration when they call about this, that is also what you signed up for. Not that I don't feel bad, just the contract was in place that was signed with this information in it or readily available if asked.

To take your analogy... Its like getting your license, buying a Porsche and complaining to the government that you bought this awesome car that can easily do 150 mph but aren't allowed to because of laws you chose to abide by when you got your drivers license.

I honestly wouldn't care if he did it or not, but you have to admit you know you got one over on him. A straight swap is for an equivalent box if available, if not the newer model and if not that then the next best upgrade.

Not trying to offend just making sure others here don't think this is something that they shouldj try for.

If you want to try for a deal talk to retention. they are the only ones that can offer good deals (unless all you want is a free month or 2 of movie channels or max $10 off bill unless another offer is available at the time).

And for everyone that asks for managers, that is the wrong move. Managers are for approving sending out replacement boxes and complaints in VZ tech help. they usually know less then a decent tier 2 tech.

Just some incite into VZ tech help, because many people become adamant to talk to the wrong person and wont allow me to send them to the person that can help them the best (and yes 1/4 of the call center techs know how to do only the basics but honestly the basics work 90% of the time).

BTW #1 call in by far in the tech center is "my tv says press power to watch FIOS. what do I do?". So you can ubderstand why the bar is not always set high for hiring entry level techs.
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#6
Quote from layzzzee8 View Post :
let me also mention that I called 3 days ago and spoke to another rep who also was surprised about the charges. She agreed to have them removed and then kept me on the phone for 20 minutes trying to sell me on a new package which was more expensive than what I am paying and had slower internet (no thanks). I checked today and noticed that the amount had not been credited which is what spurred the second call.

Encore, our name for the billing department, is probably who you talked to or were transferred to as tech support can do absolutely nothing about anything that has to do with money. I have only had 3 people in about a hundred calls at encore that know the difference in most STBs. What I would think happened in their mind was that you had 1 and was getting a replacement box (swap) and they thought you got charged (happens more than you think) and hence got taken off. Again if QAd they would fail (2 fails and it's fireable at my tech call center) .

Sorry to say we have the best product in town with some of the worst billing and tech help.
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#7
hi jimmie. A bit off topic, but since you're here, I'll let her loose...

I've got my price locked in at $99 for 2 years, and the 2 years are up this july. Any advice on trying to keep this price locked in? The price actually these days is less than that, for the HDTV with DVR and internet. Don't need a phone line. I do have the option of just cancelling and signing up for the latest price under a different name. Is this the route I should take. No way I'm going from 99 to like a buck 50, especially when the prices today are like 75 bucks for the 2 services. I get only the basic HD package, no hbo or any of that other crap. Netflix serves my needs in that space. TIA!
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#8
The old Fios DVR was useless for recording HD with its limited capacity. I do think the $40 upgrade charge for the new DVR is a crock, some people were getting out of it by going directly to Verizon stores. That was true a month ago, though reports now make it out that Verizon has closed that loophole. One way to possibly get a new DVR without the upgrade fee is call in and complain that your existing DVR is glitching while viewing On Demand. That should lead to a swap, hopefully for the new equipment.
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#9
Quote from Strangermusic View Post :
The old Fios DVR was useless for recording HD with its limited capacity. I do think the $40 upgrade charge for the new DVR is a crock, some people were getting out of it by going directly to Verizon stores. That was true a month ago, though reports now make it out that Verizon has closed that loophole. One way to possibly get a new DVR without the upgrade fee is call in and complain that your existing DVR is glitching while viewing On Demand. That should lead to a swap, hopefully for the new equipment.
Only if you get a tech out. They could just send you a refurb in the mail. We(techs) only have the new DVRs in NJ, but then you run a chance of them billing you for a service visit. BTW, it wasn't so much a limited capacity on the old DVRs, they were about the same as thier cable counterparts(160gb), but because the signal is uncompressed, it just filled it up faster.
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#10
Quote from p00hdiddy View Post :
hi jimmie. A bit off topic, but since you're here, I'll let her loose...

I've got my price locked in at $99 for 2 years, and the 2 years are up this july. Any advice on trying to keep this price locked in? The price actually these days is less than that, for the HDTV with DVR and internet. Don't need a phone line. I do have the option of just cancelling and signing up for the latest price under a different name. Is this the route I should take. No way I'm going from 99 to like a buck 50, especially when the prices today are like 75 bucks for the 2 services. I get only the basic HD package, no hbo or any of that other crap. Netflix serves my needs in that space. TIA!
As a tech support I don't know if I can give you the best answer as I have stated before that I have nothing to do with actual pricing etc. I only know what floats around in our communications (yes I read the communications sent to other departments also when I have time). But the best I could suggest is that if you talked to retention they could offer you what you have now for the same price and lock you in for a year or so without too much hassle.

If you do your research and find another comparable package from a local servicing cable company they are usually happy to offer you the same package for about the same price to keep you as a customer.

It's the people that call up and the first thing that spews out of their mouth is "I want the this price because this is the cheapest price for new customers" that don't get what they want without a lot of complaining and calling back. Be nice and courteous, but like you are really shopping around for other prices. While you most likely will not be able to get you the 64.99 offer, you can more than likely get the same price you are paying now and possibly a few months of free movie channels. Try Encore, our billing department first, and if they can't figure something out then ask for retention.

A majority of our retention agents are nice and will appreciate you aren't yelling in their ear the whole time as that is the usual for them. Inform them that you really like the company or the uncompressed video and would love to keep it, but after the contract is up it will be out of your price range and hence have been shopping other companies. They are the ones that can override packages and actually set a price.

To those reading this do not talk to a retention agent if you are in the first year of your contract (unless at the end of a 1 year contract then call a month or so before the end) without a viable complaint. Techs, managers, and from what I heard retention all have ways of looking up what complaints were for where they got sent to and how many times it has been escalated. When there are 3 call-ins within 1 month, 6 in 3 months and 10 in a year there is a code that pops up on our screen in which we are required to check the reason for all the call-ins (required for QA components). If I see multiple escalations to managers and retention 90% of the time it is people nitpicking or trying to get free stuff. There are a few valid ones which is why I check comments on each of the call-ins. These people will usually not get their way without a completely valid reason to.

So try working with Encore first as you might get it there. Some will just push the packages on you, which is to be expected as that is their job. And yes some are just bad at their job also.

Quote from Strangermusic View Post :
The old Fios DVR was useless for recording HD with its limited capacity. I do think the $40 upgrade charge for the new DVR is a crock, some people were getting out of it by going directly to Verizon stores. That was true a month ago, though reports now make it out that Verizon has closed that loophole. One way to possibly get a new DVR without the upgrade fee is call in and complain that your existing DVR is glitching while viewing On Demand. That should lead to a swap, hopefully for the new equipment.

Good luck with this. As a good tech will have you jump through hoops. And yes I hate doing it to the customer. I will give you a list of what I HAVE to do in order to get a valid reason to sending one out.

Once/if I figure out if it is multiple boxes or a single through a series of questions (I prefer telling the customer to answer in yes and no if at all possible to speed things up as many tend to tell me way too much or not useful info)]

Single box

1. Reboot DVR - pull plug out for 10-30 secs
2. Reseat coax both at the box and at the any splitter outside of wall and at wall socket itself.
You can do 1 and 2 by yourself and just inform tech you have done them
3. Optional remote reboot reload on tech's side of things (yes we have those tools). Usually reload will do as it will send all package data to box

If still having problem 1 of 2 things can be done
4. Take the none working box to another jack and try it there. Logically sound as if it works bad at a known working location then it is a bad box. (this is the one they push us to do) If it is working we ask for them to take that box back to the original location and hook it up again to check and see if it was working.
or
5. Check noise ratios through a series of bootup menu's (if they have 1 jack this is the only way)

If noise ratios are acceptable you will have to take box to new location and just wasted 3-5 minutes.

If noise ratio is off they may have you check all splitters that you are aware of, if you know where they are. After that a tech will be sent out to check the lines.

Techs don't usually change boxes unless they can actually determine that it is a defaulty box. Most will know when you are just jerking them around and they normally only carry a few extra boxes in their vehicles so are stringy on giving them out.

On top of all that if you are looking at getting a specific box we cannot, I repeat cannot, request a specific box. Only that this box is faulty and needs replaced. Not even managers, tier 3, encore or retention can guarantee what replacement box you will get, they can foot note and request a box but shipping only looks at footnotes maybe a quarter of the time. They will take the first equivalent box they have and will ship that. Since a lot of people are upgrading boxes we have a lot of old boxes sitting in the warehouses.

The only time you can be guaranteed what type of box is when adding a new box.

The hole loophole store thing was a hoax as the stores weren't sposed to exchange without having an exchange order from the phone. Normally it wasn't a big deal for them just to swap one out because there was nothing really different between the boxes. So they got into a bad practice of swapping out outside of their bounds. This was quickly fixed because they weren't sposed to do it in the first place
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#11
Quote from dab2mi View Post :
Only if you get a tech out. They could just send you a refurb in the mail. We(techs) only have the new DVRs in NJ, but then you run a chance of them billing you for a service visit. BTW, it wasn't so much a limited capacity on the old DVRs, they were about the same as thier cable counterparts(160gb), but because the signal is uncompressed, it just filled it up faster.
I should have stated this somewhere in my post. Some areas the techs only have the new models and are well supplied so can give them out. NJ is by far the best place to get a swap because (hopefully I don't offend dab) NJ is also the place we get the most complaints about shoddy installations. Not hiding wires, running them across floors in the open, botched splitter jobs, bad crimps are all common complaints from NJ as such we can usually get a tech out there faster than normal.

Just depends on which warehouse they are getting their equipment from.

Again no offense dab as I am not speaking specifically about you.
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#12
Quote from jimmienoman View Post :
I should have stated this somewhere in my post. Some areas the techs only have the new models and are well supplied so can give them out. NJ is by far the best place to get a swap because (hopefully I don't offend dab) NJ is also the place we get the most complaints about shoddy installations. Not hiding wires, running them across floors in the open, botched splitter jobs, bad crimps are all common complaints from NJ as such we can usually get a tech out there faster than normal.

Just depends on which warehouse they are getting their equipment from.

Again no offense dab as I am not speaking specifically about you.
None taken. I've witnessed it repeatedly about the shoddy jobs, but you also have to realize that just like your workplace, there is a manager cracking the whip, pushing us to move as fast as possible. When we started, we were told to WOW the customer. They no longer tell us to WOW them. Also, you have to remember that 90% of the cabling we encounter was installed by the cable co. and there are some people who try to manipulate us by stating that a certain cable outlet worked beforehand, even though there is no cable going there, and it's been painted over for years. We also get the people here that think we're there to clean up the mess left over from when the cable guy ran his wires across the front of the house. When we tell them we have to $$ them for running an extra outlet, it gets ugly. I do a quality installation every time it's possible to do one. Sometimes people expect the impossible, and sometimes the house is setup with cable on one side, everything else on the opposite with no basement. Not to defend every tech, as there are quite a few bags of turd out there, and have seen some really bad jobs.
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#13
this easiest way to get this upgrade is to go to the fios store locally and request the high capacity dvr as an ADDITIONAL box, not an upgrade. i was told they are not allowed to give them out for working equipment, but when i told her i wanted it for another tv she handed it right over. then just bring your old dvr in the next day and have it removed from your account. no waiting list, no upgrade fee, no truck roll fee, just a 1 day prorated charge where you have 2 dvrs on your account
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#14
Quote from elmorage View Post :
this easiest way to get this upgrade is to go to the fios store locally and request the high capacity dvr as an ADDITIONAL box, not an upgrade. i was told they are not allowed to give them out for working equipment, but when i told her i wanted it for another tv she handed it right over. then just bring your old dvr in the next day and have it removed from your account. no waiting list, no upgrade fee, no truck roll fee, just a 1 day prorated charge where you have 2 dvrs on your account

I tried that, the local store over here only had the old boxes...
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#15
not much you can do about that... but otherwise it works
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