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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

Cush
I Plan to Stick Around

@park wrote:

 Not a box problem. Things worked fine with the preNavi RTN software. Its a software problem.

e.g. Did you have a garbled CC before Navi was downloaded to your machine ?

Immediate solution is for ROGERS roll back to RTN for those who request it, esp. those with hearing issues !


 

park, I totally agree it is a software problem created by Rogers upload of Navigatr.

 

I do feel like we are getting somewhere though if the problem is only associated with the 9865 NB3.  That may explain why some people are not experiencing the problem.

 

For me, I am sitting here with a 9865 NB3 that Rogers enticed me into buying through them, and that NB3 is now not compatible with Navigatr software that Rogers pushed into it.  And they are taking their sweet time coming up with a solution, or offering compensation for this reduction in service. 

 

Somehow they've found time to do their billing though.

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

I tried showing the techician Rogers sent the same thing.  He went to his vehicle, called his supervisor and came back in saying his supervisor told him someone had to actually be there typing the closed caption.  Imagine how stupid he felt when I showed him live TV had closed caption as I had the TV on, hit the record button and the garbled closed caption was there on the recorded program.

 

I have the same PVR that Rogers suggested my husband and I rent to own.  9865 NextBox 3 as well and I live in North Pickering with the updated Navigatr™ that was released the end of January for this area.

Re: Closed caption with new Nextbox navigator

jetflier
I Plan to Stick Around

When I record TV shows using nextbox 3, some channels (such as CTV) have broken closed captioning.

During playback, there are some random letters that flash on the screen for a fraction of a second and are not legible.

When watching CTV, only legible text that flashes on the screen is CTV.

Other channels (such as Global) have perfect closed captioning. This has been going on as long as I have had the Nextbox.

Has anybody else experienced the same problem?

 

Re: Closed caption with new Nextbox navigator

Hi jetflier,

 

Is this only impacting CCs on recordings or is it also displaying broken captions if you're watching CTV live?

 

RogersCorey

Re: Closed caption with new Nextbox navigator

57
Resident Expert
Resident Expert

@jetflier wrote:

When I record TV shows using nextbox 3, some channels (such as CTV) have broken closed captioning.


I can confirm this is a known issue with the NB3 (9865) and CTV recordings. I have the same problem, as have many others.  Some other channels are also sometimes affected. Seems to be a Navigatr-CTV recorded-9865 issue, although it may possibly also impact the NB2 (8642).



Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

You are not alone.  There are several of us who have complained about the same thing.  It is fine on live TV but doesn't show up on the recorded programs.  I do get it from Global, but it is in Spanish.  But CTV/CTV2 is the same annoying flashing CTV.  The CRTC has been notified by many of us as well, but it seems it is still not being addressed, unfortunately, leaving many of us no happy campers.

Re: Closed caption with new Nextbox navigator

jetflier
I Plan to Stick Around

In my post I was not clear that the broken/missing closed captioning takes placed only when watching recorded TV shows.

During the live programming, the closed captioning on CTV and other stations are fine.

I am relieved that the problem is not related to my equipment. I wonder if it has to do with ownership of the TV stations (Rogers vs Bell)?

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

I have also wondered if this is all because of the two largest communications owners as well with Bell owning CTV.  Like everyone else, I don't have a problem with Live TV and the closed caption.  Just on recorded programs. 

 

I would be nice to get this rectified and the sooner the better for all of us who have been long time customers of Rogers since before it was Rogers and it was Shaw.

Re: Closed caption with new Nextbox navigator

Cush
I Plan to Stick Around

@Cush wrote:

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.


 

After fifteen days. 

This afternoon, I had a well-written letter from a gentleman whose title is Advisor Office of the President.  He asked for more information about the problem.  If this really requires more information from customers, despite the information here on the Rogers Community forums, then for a Communication company Rogers has very poor internal communication.

 

I wrote back with the requested info, and asked that if further info was needed please don't wait another fifteen days to request it. 

 

Will post here if anything happens.

Re: Closed caption with new Nextbox navigator

Thought I'd add to this instruction, because I just wasted over a half hour trying to turn off Closed Captioning after it got accidently turned on.

 

To start, the TV menu CC won't turn it on or off, don't go to that "obvious" place.

The PVR Settings CC menu won't turn it on or off, don't go to that "obvious" place.

 

To turn ON Closed Captioning follow these steps (Courtesy of super contributor "park") 

1. Jump to a live program, e.g. hit [last].

2. Click the [info] button. You will see 3 options, the last one is "More".

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

4. Select it.

On the next page that comes up, you will see 5 more options. What you WON'T see is that there are 2 or 3 more hidden options available if you scroll down. There is NO indication that these hidden options are there; no "More" option; no Down arrow. 

5. Click down 8 times

6. click on  [turn cc on]

7. click [exit] button

Re: Closed caption with new Nextbox navigator

57
Resident Expert
Resident Expert

@1224: Have a look at the following link.  If you use the up instead of the down button, you'll save quite a few clicks when turning CC on (or off).  But, if you use the workaround in the link, then you'll only need to turn CC on once and after that you can use the settings workaround, even from recordings.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/message...

 

PS - even on RTN (the previous firmware),  CC was turned on via "info" not via settings.

 

PPS. Considering it takes numerous button presses to turn CC on, I have no idea how you can turn it on accidentally.



Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

Cush, I received a phone call instead of a written letter, asking the same thing about more information.  Like you, I told "Jeff" who called everything that was going on and after he called back the second time, I suggested he go to the Community Forums and look unded Closed caption with new Nextbox Navigator™ release to get an idea of what everyone was saying.  He did tell me that it was a software glitch and because they can't just go in an fix it, the next time there was an update, they hoped to have it fixed, but it may take anywhere from a couple of weeks to a couple of months or more.  So, for now I will keep recording on stations I know I can get the closed captions on, like the American stations, even though it says CTV or CTV2 and Global when it is watched either live or recorded, as all cable companies do to override the American commercials, weather, etc.  Plus I am recording onTime Shifting, which for me brings up the closed caption, but I lose the HD and only have a partial screen for viewing.  Let's all hope now that they are paying attention, this really does get some attention.

Re: Closed caption with new Nextbox navigator

Cush
I Plan to Stick Around

@laura52 wrote:

Cush, I received a phone call instead of a written letter, asking the same thing about more information.  Like you, I told "Jeff" who called everything that was going on and after he called back the second time, I suggested he go to the Community Forums and look unded Closed caption with new Nextbox Navigator™ release to get an idea of what everyone was saying.  He did tell me that it was a software glitch and because they can't just go in an fix it, the next time there was an update, they hoped to have it fixed, but it may take anywhere from a couple of weeks to a couple of months or more. 


 

Hi Laura, we have probably heard from the same person.  My letter was from a "Jeffrey".  I hope this is not just another layer of customer buffer.  If someone at a high enough level wanted this fixed NOW, it would be.  I have my doubts though that anyone at a high enough level really cares about a few lost customers over this.

 

This has been a known issue since last July.  If this was a "software glitch" giving customers an unintended monthly discount, how many months do you think it would take for them to fix it?

 

 

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

Cush I agree with you, especially since this has been a known issue since the first release in July, when customers also lost all their recorded information already on their PVR.  It seems they got the issue fixed of not losing previously recorded programs, but I did mention even shows previously recorded before the update lost all the closed caption, that was once there, so this is more than a glitch.  It is a pure malfunction that needs to be addressed.   Unlike you I only got the two phone calls, so there is nothing to reply to Rogers with except the phone number he called from, which I will call if I have to.  Even offering a discount would have been the sensible thing to do, considering the outrageous prices they want to charge.  Especially because so many of the people who require CC are seniors on a fixed income.  I am trying to stay positive about this, since we both heard from them.  I am just concerned it took that long for them to address that the CRTC had even been in touch with them and for myself, it was the 20th day after it was sent to Rogers from the CRTC.

Re: Closed caption with new Nextbox navigator

mfait
I'm a Reliable Contributor

@1224 wrote:

Thought I'd add to this instruction, because I just wasted over a half hour trying to turn off Closed Captioning after it got accidently turned on.

 

To start, the TV menu CC won't turn it on or off, don't go to that "obvious" place.

The PVR Settings CC menu won't turn it on or off, don't go to that "obvious" place.

 

To turn ON Closed Captioning follow these steps (Courtesy of super contributor "park") 

1. Jump to a live program, e.g. hit [last].

2. Click the [info] button. You will see 3 options, the last one is "More".

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

4. Select it.

On the next page that comes up, you will see 5 more options. What you WON'T see is that there are 2 or 3 more hidden options available if you scroll down. There is NO indication that these hidden options are there; no "More" option; no Down arrow. 

5. Click down 8 times

6. click on  [turn cc on]

7. click [exit] button


There is a shorter way as posted by @jjmartin

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/message...

 

Finally - a way to turn CC on/off that works the same for recordings or live. Seven button presses:

 

Guide

Info

Up Arrow

Up Arrow

OK

Exit

Exit

 

Re: Closed caption with new Nextbox navigator

Cush
I Plan to Stick Around

@laura52 wrote:

Cush, I received a phone call instead of a written letter, asking the same thing about more information.  Like you, I told "Jeff" who called everything that was going on and after he called back the second time, I suggested he go to the Community Forums and look unded Closed caption with new Nextbox Navigator™ release to get an idea of what everyone was saying.  He did tell me that it was a software glitch and because they can't just go in an fix it, the next time there was an update, they hoped to have it fixed, but it may take anywhere from a couple of weeks to a couple of months or more. 


 Hi Laura,

 

In another letter today, Jeffrey says the following:

 

"We have determined that this only affects the closed captioning of programs, from a subset of channels, that have been recorded to a personal video recorder (PVR) using the NextBox 3.0 PVR set-top box (STB). The issue relates to a piece of data, known as the XDS tag, which the broadcaster includes as part of the program signal. The data is read by v-chip technology contained within TV sets and is used to support the TV set’s parental control features (e.g. to block access to certain programs based on ratings such as PG and 14+). These parental control features are separate from those offered by Rogers through our STB. The presence of the XDS tag is impacting the display of closed captioning when it is played back on the PVR.

 

Rogers is in the process of confirming which channels are being affected by this. We are also working with our STB technology vendor (Cisco) to develop a temporary solution to this problem. We anticipate that it can be implemented by the end of April.

 

A permanent solution is also being developed and we expect to implement it by mid-summer. Under both, the captioning issue related to recorded programs should be fully resolved, although affected programs that you have already recorded cannot be fixed unfortunately."

 

Disappointing about the recordings already in the box.  We were busy in the Fall and had several series recorded that we planned to watch about the time Navigatr was pushed out and took away our CC for those recorded programs. 

 

I am hoping they get this fixed by the end of April, or sooner!

 

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

Cush thanks for posting that.  This is more than what I heard, so I am also disappointed nothing can be done with the already recorded problems.  Now to wait, and wait.  This sounds like grounds for an honest discount on the bill for sure.

 

Let's hope that temporary chip works.  He gave me the same timeline, but didn't have the explanation to give me and was looking into it.  It sounds like he did his work.  Finally it is recorded that Rogers acknowledges there is a flaw and they are working on it.

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

It looks as if I got the same email as you did from Jeffery Cush and I was given a credit. 

 

 

Re: Closed caption with new Nextbox navigator

park
I'm an Advisor

@Cush and @laura52  congrats for your efforts.

 

Guess it  takes complaining to the CRTC to get Rogers attention.

Rogers must respond to you and the CRTC with 20 days.

 

It was very helpful to get a solid explanation that makes sense.

Being a bit of a techy by nature, it had to be a misinterpretation of some digital info being transmitted.

Why it only happens on some programs and channels would be interesting to understand.

 

 

Some of us have advised Rogers of this problem since the JULY28 disaster launch of Navigatr#1

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

Park what they told me in the email was was "the issue relates to a piece of data, known as the XDS tag, which the broadcaster includes as part of the program signal.  The data is read by v-chip technology contained within TV sets and is used to support the TV set's parental control features.  The parental control features are separate from those offered by Rogers through their STB.  The presence of the XDS tag is impacting the display of closed captioning when it is playbed back on the PVR."   Being somewhat of a techie, you may understand this more than me reading this as the problem has been confirmed and they are working on fixing it. 

 

The fact they are working on it at least makes me feel somewhat better, but I am still at a loss as to why this has been going on since July when they were first made aware of this program and then still released the update to everyone else before it was fixed. 

Re: Closed caption with new Nextbox navigator

laura52
I Plan to Stick Around

If you look at what @Cush posted, I got basically the same email, but a bit more personalized towards myself.