Great Support Experience! - Verizon FiOS (2024)

mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM Yesterday 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 · Yesterday 7:44 am ·
SparkChaser Premium Member join:2000-06-06 Downingtown, PA	SparkChaser Premium Member Yesterday 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 · Yesterday 8:11 am ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM Yesterday 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 · Yesterday 8:19 am ·

mbernste	mbernste to SparkChaser MVM Yesterday 8:20 am to SparkChaser said by SparkChaser: STB had trouble with a couple of channels. Why didn't you call support?
	· actions · Yesterday 8:20 am ·
SparkChaser Premium Member join:2000-06-06 Downingtown, PA	SparkChaser Premium Member Yesterday 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 · Yesterday 9:14 am ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM Yesterday 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 · Yesterday 9:33 am ·
dahacker join:2019-11-13	dahacker to mbernste Member Yesterday 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 · Yesterday 12:33 pm ·
mbernste MVM join:2001-06-30 Piscataway, NJ	mbernste MVM Yesterday 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 · Yesterday 1:43 pm ·
dahacker join:2019-11-13	dahacker Member Today 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 · Today 12:49 pm ·