11-26-2008, 01:25 PM
This is what all the channels from 500 and up look like over the component video output from the Verizon HD-DVR set top box in my living room. If I switch to HDMI there is just black.
I had this same problem over the summer and they had to send me a new box to fix the problem. I called last night about this most recent problem and explained that it had happened before and that I was 100% positive it was the box that was the problem. I asked if there was any way we could skip through the troubleshooting steps and just get to sending me a new one please.
The 1st time I called the guy said no, and he said I would have to unplug the box and try it on another TV. I said this would be a waste of time because I already knew that it was not my TV that was the problem. He insisted and said I should call back after I tried that, so I hung up and called back a few minutes later (having done no such thing).
The 2nd call was far less hostile, and the support tech was helpful but also said that they would have to go through the troubleshooting steps. He didn't ask me to do anything inane however and started with doing remote diagnostics. I knew these would not help because the previous time I had this problem they tried all the same things and it didn't fix it. I told the guy that but he kept on trying different remote resets and line tests. Final test was some kind of hard initialization that would take 45 minutes. He said if that didn't fix I should call back and they would send me a new box. He also said that all the troubleshooting steps were noted in my file and that anyone would be able to access that when I called back.
50 minutes later to box is completely dead. It will turn on but there is no video output, the channel is set a 0 and none of the buttons work.
3rd call - I told the guy I had been on the phone earlier with tech support and had done all kinds of tests and that I basically just needed him to send me a new box. He said he could not find any information about my previous calls in the system and that we would have to go through the diagnostics AGAIN. At this point it's almost like a joke to me and I say fine, but I have done all this before and I know that the box is at fault, this is my third time calling and could we please move it along. He skipped through the basic tests and managed to come up with a couple different tests that the 2nd didn't do, to no avail.
Finally he says there is one last test and that if it fails that one they will send me a new box. OK- a few minutes later after test has failed he apologizes and said that he "misspoke" earlier and that there was one final test they needed to be done, and that it was something that he could not do. He said that he would need to pass the issue off to their "video department" and that they would attempt to fix it remotely within 24 hours. He said "if it is not fixed within 24 hours call back and we will send you a new box".
SO. I am waiting until tonight so I can go home, turn on the box and see that it is STILL broken, then I can get on the phone for ANOTHER 30+ minute call just to have them send me a new box. They could have saved hours of time for themselves and me if they had just done what I requested before. I know that they cannot simply mail out a new box to anyone who has a problem, but I think I have proven that I know a little bit about the problem.
I have to say that the last 2 phone conversations I had were very nice, and they were apologetic and thanked me for being patient, but I basically spent my whole evening on the phone sitting in front of a broken TV box.
I don't even watch that much TV personally, and this problem actually started about a week ago. Last night was the first time I had to actually call about it. I know things break sometimes and that they are trying to help me, but it just gets me mad to know that I have to waist so much time on something that I already have the answer to.
All this and they are supposed to be increasing the subscription rates next year. I will definitely be making a call about that. Netflix and the Apple music store are looking a bit more attractive right now...
