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Closed caption with new Nextbox navigator

KWoo
I Plan to Stick Around

I'm hoping someone out there can help me. We just got the new navigator system for Nextbox and I can't figure out how to get closed captioning on tv shows that I have recorded and now want to watch.

 

In the past, I could turn CC off and on using the INFO button on the remote. Now when I select INFO, my recorded tv show stops and I go back to the recorded shows page. I contacted Rogers support and they don't know how to do it - they've set up a ticket for investigation; it will take up to 48 hours to get a response.

 

Anyone have any suggestions in the meantime?

 

***Edited Labels***

298 REPLIES 298

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

Sent and thank you for the link.  It guided me to another page.

Re: Closed caption with new Nextbox navigator

voconnor
I've Been Here Awhile

No it doesn't help. Did all but does not turn on CC

 

Re: Closed caption with new Nextbox navigator

park
I'm an Advisor

To turn on CC while watching a recording ( or a live in a few less steps ).

 

1. Jump to a live program, e.g. hit [last] if you are watching a recording.

2. Click the [info] button.

3. Click down a couple times till you are on the  (i) [more].

4. Select it.

5. Click down 8 times

6. click on  [turn cc on]

7. click [exit] button you are now watching the live program w cc enabled.

8 Click [list], and click around to find your recording

9. Select it

10 Hit [resume]

11. Pour yourself a stiff drink or take a few deep breaths.

12. Call Rogers to let them know how easy this was compared to the old system !

 

Re: Closed caption with new Nextbox navigator

voconnor
I've Been Here Awhile
I finally got it right. Thank you!

Re: Closed caption with new Nextbox navigator

BS
I'm a Senior Advisor

And did you remember the stiff drink? Smiley Happy

Re: Closed caption with new Nextbox navigator

Cush
I Plan to Stick Around

Thanks for the CRTC link.  I have filed a complaint with the CRTC regarding Rogers failure to provide CC for MOST recorded programs.  I urge anyone who is following this particular forum to lodge a complaint, as well.  Rogers is apparently ignoring customers.  Perhaps they will be more responsive to complaints filed with the CRTC.  Many, many years ago I had Ted's email address.  After trying to resolve an  issue with Rogers that went on for months, I emailed Ted.  The issue was resolved that day.  It is unfortunate that Ted is no longer there to remind them that customers are important.

Re: Closed caption with new Nextbox navigator

Gdkitty
Resident Expert
Resident Expert

I recomend anyone who has hearing issues, who is part of any organization like CHS.. to pressure CHS to get involved in contacting the CRTC and contacting rogers
May get resolved a little quicker with the biger organizations putting the pressure as well.

Re: Closed caption with new Nextbox navigator

burwell
I'm Here A Lot

I know it's a nuisance for each individual , but perhaps a mass migration to Bell or whatever alternative service available would get their attention. I am appalled at the cavalier silence from Rogers about this issue. No apologies, no progress reports on fixes in the works, no acknowledgement that anything is amiss, and no offers of compensation for the nuisance their so-called "improvement" has caused their customers.

Re: Closed caption with new Nextbox navigator

Cush
I Plan to Stick Around

This is a portion of the message I received back from the CRTC.

 

Thank you for contacting us to express your concerns about closed captioning with Rogers.

In light of your concerns, I am sending a copy of your message to Rogers Communications Canada Inc., and asking the licensee to respond directly to you within 20 calendar days and to provide a copy of their reply to us for review. Should the review by CRTC staff conclude that further regulatory action is required, we will notify you.

 

I will keep you updated here on this thread.  The more people who take the time to register a complaint with the CRTC, the more likely we are to have a resolution to this CC issue.

Re: Closed caption with new Nextbox navigator

BS
I'm a Senior Advisor

Good for you @Cush  Do let us know of the outcome - I have done this on a couple of issues, some successful, some not, but at least at a minimum, we do learn what areas are regulated for we the customer's benefit and that we have a recourse to deal with it.  Those of us who have hearing or visual disabilities do have legal rights around customer service and provision of services - both CRTC and AODA.

 

Thanks for taking this forward - let us know the outcome - hopefully it will get some reasonable results.

 

Bruce

Re: Closed caption with new Nextbox navigator

BS
I'm a Senior Advisor

On this whole rollout, and a number of issues in other areas that have arisen over the last year, this seems to be the non-response we have come to expect - how to destroy a reputation, when the industry is in the middle of figuring out where to go.  We could work with them to develop ideas for new products, but no, this response was to just put it out there, hope for the best and hope that it doesn't increase the already falling customer subscriptions.

 

I just wish I hadn't had so many difficult experiences with the other ones.

 

I am waiting for now to see where the 2nd tier providers are going to take things when the CRTC rulings around pick and pay are implemented by end of 2016, and the requirement soon this year that the big players must provide access to the high speed fibe networks to the 2nd tier providers and what the cost and reliability will be with those services.

 

I have some time to wait.  The impact on user numbers of this rollout will be playing out for a while, I suspect.

 

And there is also the ever growing number of internet based services that keep growing with every day.

 

Bruce

Re: Closed caption with new Nextbox navigator

rudyriedl
I've Been Here Awhile

This works for some channels but not all. Recorded shows from Global for example won't show cc even when it is on with the live channel.

Re: Closed caption with new Nextbox navigator

OLDYELLR
I'm a Senior Advisor

@rudyriedl wrote:

This works for some channels but not all. Recorded shows from Global for example won't show cc even when it is on with the live channel.


Just to be clear, Global does show CC for recorded shows, just not when using Navigatr. Probably related to other reports of CC being garbled.


Rogers PayGo. Location: S-W Ontario

Re: Closed caption with new Nextbox navigator

park
I'm an Advisor

 

My big CC big test will be tonight @ 8 PM.

 

Set to record BIG BANG on both NB3s (two separate feeds, one gets a stronger signal than the other)

on CTV and CBS and will watch live as well.

 

Will report back on which the CC gets garbled.

 

          Live-LL   Live-BR   PVR-LL  PVR-BR

CTV       ?             ?             ?             ?

CBS       ?             ?             ?             ?

 

@57  You probobly know more about CC and how it works than anyone else here.

Might the CC garbling have something to do with the way the channnel broadcasts i.e. 720p  or 1080i

and how Rogers Cable and Rogers boxes then compact/compress these signals ?

 

 

Re: Closed caption with new Nextbox navigator

park
I'm an Advisor

For all the live and recorded programs closed captioning worked.

 

But found a different bug.

 

I tried brief recordings of Comedy and CTC2 ti see if CC worked there.

They did.  But found another NEW (to me) bug.

 

I could not stop recording them with the little red button, though that was how I started the recordings.

For those logging these things (maybe even Rogers too ) and keeping track, thats another bug, I guess.

 

Had to use the long method hitting the [list] button, selecting the program being recorded,

Selecting stop recording, then had to go back in again and erase.  

 

  

Re: Closed caption with new Nextbox navigator

jays77
I'm a Trusted Contributor

@rudyriedl wrote:

This works for some channels but not all. Recorded shows from Global for example won't show cc even when it is on with the live channel.


 

It works OK for me. I have Navigatr and I just watched a recorded episode of Elementary (recorded on Global) and could enable  CC.

Re: Closed caption with new Nextbox navigator

57
Resident Expert
Resident Expert

@park wrote:

 

@57  You probobly know more about CC and how it works than anyone else here.

Might the CC garbling have something to do with the way the channnel broadcasts i.e. 720p  or 1080i

and how Rogers Cable and Rogers boxes then compact/compress these signals ?


 

So far I have not used CC that much on Navagatr.  I didn't have an issue with Garbled Text with RTN or with Navigatr so far.  It may be due to the channels I use it on - mostly PBS, TMN, MuchMoreRetro, MuchLoud, CP24. I seem to recall others mentioning CTV as a "problem".



Re: Closed caption with new Nextbox navigator

smstep
I've Been Here Awhile
I did this very experiment this week. Shows taped on NBC, CBS...those had perfect cc on the Navigatr pvr. The same shows taped on CTV...did not.

Re: Closed caption with new Nextbox navigator

We are finding the same thing. CTV recording have an annoying strobe flash of cc letters that have nothing to do with the show dialog which, off course means stopping the show, exiting the PVR to live TV, to turn off the cc and then back to the recorded show. Depending on where the recorded show is in the set of "tiles" which stupidly do not indicate how long the recording is this involves a real finger dance. So far my record is 26 pushes of buttons in order to cancel faulty cc on a CTV recording. 

A really conscientious company would be working day and night to fix this embarrassing incompetency or pulling teh faulty product and reverting to the old interface until their "new improved" version was truly that.

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

I received the same form letter from CRTC.  I sure hope something is done soon. This has been ridiculous on their part to not address this.  Oh I get it they said 20 days and for me it has been over a week since I received this email and no word from Rogers as yet, other than to tell me they removed my post about CRTC.

Re: Closed caption with new Nextbox navigator

BS
I'm a Senior Advisor

Yes, although it is a form response, the fact that CRTC has opened an investigation and is asking for a response means that they do consider this to be an issue to investigate and clarify just what actions Rogers will take.

 

If they are outside of the scope of their mandate, they will decline to review your concern and suggest actions you can take.

 

I expect that the response will be similiar to the concerns to CRTC back in August, that ultimatel led to them acknowledging that there was an issue with font size that they were working with to work towards continualy improving our viewing experience in the FAQ reference to Ellen Roseman - anything in that FAQ that said they were working to improve our experience was worked on in the bug fix - so when a fix finally comes we will probably see a change.

 

Based upon announcements, Technicolor has taken over all Cisco operations of set top boxes in November - I wonder if the fixes put out on their builds in late November, and January were Technicolor or Cisco - the description still says Cisco Videoscape - wonder if Technicolor doesn't want their name on this work, but obviously someone is doing the work.

 

Time will tell.

 

Bruce