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Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

websurferdude
I Plan to Stick Around

Greetings all,

 

Long time lurker, first time poster.  Unfortunately, i'm the one needing help, not offering it!

 

Have a Nextbox 3 w/ Roger's Seagate 1TB Extender.  I'm located in Northwest North York area.

 

Saturday night i logged into Roger's 'Manage My Recordings' to set recordings for the next week.  Noticing i guess due to the upcoming time change the record times for my programs were an hour later (if program normally started @ 9PM it now showed it to record @ 10PM)  I noticed this after setting 2 programs to record.  Not wanting any difficulties with the time change up my set recordings, i decided to wait till Sunday to set the recordings via the box.  Previous to this, i'd used the website to set the recordings with no problems.

 

WELL, come yesterday afternoon, i turn the box and the tube on to notice to my horror that instead of 47% capacity used, i was now down to 27.x%.  I rebooted the box - once leaving the extender attached to the box, just rebooting the box itself.  Box came back up, still showing 27.x%.  Rebooted again, this time physically unplugging the Nextbox, waiting 10 sec. and physically unplugging the extender, replugged the extender and then the box.  Again, still showing 27.x% capacity??!!

 

I perused through my recordings and noticed that random episodes within the folders were missing as well as whole folders/single recordings - what a royal pain in the tookus!!!  However, a recording set for Sunday morning at 1:02AM did record and stick - yet recordings from the 31st, 30th and prior vanished!

 

Looking through the posts today, it doesn't seem as if anyone else has had this happen to them...or have they??  Does anyone think it had to do with the time change??

 

I phoned Roger's tech support today - agent said he was going to escalate issue to the technicians and have them get back to me.

 

I've owned a few SA8300SD, one SA8300HD and never had a problem with vanishing recordings.  I'm thinking that when we spring forward in March i will unplug both the box and extender and plug both back in next day and see if that makes any difference.

 

I'm really stumped as to the cause, and grasping at straws for answers - do you think setting the recordings then erasing them caused other recordings to go 'poof'??

 

BTW, i've had the Nextbox 3 since mid-August and have had the FF stuck issue someone mentioned as well as an issue when deleting a program - it just sits on 'delete' and have to reboot box.  This happened 2 - 3 times since i've had the box.  I'd say, up to this recent fiasco, i've been quite pleased with the Nextbox 3, now i'm not too sure!

 

 

TIA,

 

 

Ray

 

 

 

***Edited labels***

23 REPLIES 23

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

OLDYELLR
I'm a Senior Advisor

I can't help you with your NextBox 3 (assuming that's what you have), but you never have to worry about the time change when using the Guide because it's taken care of.


Rogers PayGo. Location: S-W Ontario

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

That you are actually missing recordings is a concern...

But under the latest firmware, the box does some media shrinking and could change the % used after it shrinks

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

websurferdude
I Plan to Stick Around

Turned on tube last night to find, for the third time in 6 months, i lost 20% of my recordings.  Same issues as other 2 times - random recordings lost both in folders/single recordings.  Uuuggghhh!  Did a hard reboot - that didn't fix anything.

 

Call tech support - guy asked if i had an extender attached to the PVR - told him "yes, the one Roger's sold me"  I told him it was unacceptable that this would happen 3 times over a 6 month period.  He read the notes from the past times i had called and suggested a factory reset.  I told him i still had recordings i wanted to watch and that the fair thing would be to offer me another PVR free of charge for a month so i could record on the new one while watching on the old one.  At first he said it wasn't possible but put me on hold to check.  He came back on the line and said they would do that for me.  

 

On the new box, i will not attach the extender (time to retire it i guess).  What a pain - comes down to either an extender problem, a firmware problem or the media shrink "feature", even though i only had 42% before losing 20% of that total!

 

Sheesh!

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

I have an extender on mine.  The rogers one. 
I got my box, within the first week of them being available.

 

So far, i have not had the same issues as you.
Really only thing being the ocassional DISPLAY issue (where lines disapear off the list, but a reboot brings them back)

 

Makes me think, that yes, its either a bad box (just in general, or a the drive in it), or the external drive.

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

cripsy
I've Been Here Awhile

The exact same thing happened to both of my PVRs.  One is the old silver HD PVR (no extender) and the other is the Nextbox 3.0 (with extender)  The silver one had all of its contens erased.  The nextbox I troubleshooted it to realize that only the recording on the Internal Hard Drive were gone, and the ones on the extender were saved.  I work nights and rely on this PVR during the day, and I have lost 30+ Hours of recordings.  I have no idea what they were or how many episodes are gone, or how to track them down.  I almost ripped out my PVR and returned it..!! I am so upset... I had all of Game of thrones on there that I planned on Binge watching.. now gone.. 

 

I have not bothered to call Rogers because they are all useless, and I end up wasting more time getting transfereed to people who do not have a clue what is going on.  It is NOT an extender issue! I have had the extender in use for 2 years now with NO issues.  This is a Rogers screw up as always, they can't do a firmware update without messing things up.  The best part is that they don't even care. 

The more this stuff happens, the more I can't justify the pricing that they have, I may be switching to pure streaming services.. and NOT Shomi...

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Gdkitty
Resident Expert
Resident Expert

Yeah.. unfortunately, i dont think ANY carrier will guarantee recordings 😞


I dont think there has been any firmware updates in well over a month or two.. (that was on the NB3)... and no updates for the 8300 series that i am aware of.  So dont think it was firmware which removed them.


But it does make a streaming service look MUCH better... what what you want when you want.  though, the problem with those is they are not always up to date, depending on when they get the rights for stuff, etc..

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

OLDYELLR
I'm a Senior Advisor

I record everything I watch except news. The last recordings I lost were about a month ago and it wasn't the PVR, but a bad signal from CHCH and west coast channels. (Rogers opened a ticket on that problem, but still hasn't looked at it or reported any results.)  Other than that I've missed some timeslot recordings because the network changed the start time by a minute, so I've been recording only "first run" ever since. This is with an 8300HD PVR. The NB3 is a different kettle of fish for some people.


Rogers PayGo. Location: S-W Ontario

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

websurferdude
I Plan to Stick Around

"The nextbox I troubleshooted it to realize that only the recording on the Internal Hard Drive were gone, and the ones on the extender were saved. "

 

Hmmm...i remember the last time it happened in early Feb.  I disconnected the extender and noticed that i only had 5% of recordings on the internal HD - the rest were on the external HD.  Maybe you have something there - regardless, i'm not going to connect the extender on the new box i get June 1.

 

The strange thing is, i got the box on Aug. 11/14 - Nov  9/14 was the first time i lost recordings.  Second time was early Feb./15, third time was early May/15.  Each time the interval between each was around 3 months - coincidence??

 

I've noticed that any time the box has rebooted before the last incidence, it would show 'boot' on the display then -00-, -01-, -02-, -04-, -05- then 'load'  It seemed to skip -03- each time.  When i called in, i told the tech i thought i had the latest firmware (last 3 digits 105)  He checked on his end and said that i did NOT have the latest firmware update.

 

It is getting very frustrated - THREE times lost recordings - what a pain!

 

 

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

The numbers increasing like that, are usualy indicitive of it LOADING new firmware (or trying to).

 

The last firmware push was a month or so ago.. i wonder if for whatever reason, your is FAILING to apply it.. causing the loss... and then not trying again for a while?

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

websurferdude
I Plan to Stick Around
What is the latest firmware # (please post it in it's entirety)

I don't think a failed install of firmware is the cause of the loss of recordings since it has happened twice before the last incident in early May.

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Lurker
I'm a Senior Advisor

Current version is 5.1.1.0105

 

Been at least a month or two wince the last firmware update...

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

websurferdude
I Plan to Stick Around

Yup, that's the one that i have - so i don't know what is trying to load everytime the box reboots.  Goes from showing 'boot' on display to -00-, -01-,-02-,-04-,-05- then 'load'.  Box comes up OK, but what happened in the sequence to -03-??

 

"Strange days indeed - most peculiar momma!"

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Smythe
I've Been Here Awhile

New programming has been uploaded to my PVRs as the menu now shows other PVRs in the house. While this was happening almost all of my PVR recordings disappeared with just a few weird ones remaining. After giving up on the phone and a long wait with Rogers Chat they said I must have deleted them myself as they cannot access them, and "unfortunately they cannot be recovered". I am pretty furious.

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Gdkitty
Resident Expert
Resident Expert

Sorry for a delayed reply here..

Let me get this right.. You have more than one PVR in the house already?

And some recordings are missing, etc?

Do/Did you ever have whole home PVR set up on them?  (do the front of the boxes have the little house icon on them).

I wonder if someone on the other PVR may be seeing and deleting them, etc.
OTHER option.. is if the whole home software have been installed.. and your house doesnt have the filter..
It could be seeing OUTSIDE, and same thing someone else seeing inside your house and removing them?
(have had 1-2 cases of that show up here before)

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Smythe
I've Been Here Awhile

Yes, there are 4 PVRs in the house and 3 have been affected. I now see the little house on the PVR but didn't/don't know anything about that.  All of a sudden the recordings from the newest PVR started showing on 2 of the others, then they were all doing strange things, then a new menu starting showing with the other PVRs and the recordings were gone.  I also noticed that shows were being recorded that we know nothing about.  We have no filter, don't know how it all got started.  What can I do?

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

OLDYELLR
I'm a Senior Advisor

@Smythe If you see the 'little house' on the PVR it means it's part of a Whole Home system. When Rogers sets these up, they install a MoCA filter to isolate the system to just your home so nobody else in your neighbourhood can access your system and view, change and delete stuff. This is what @Gdkitty was referring to.


Rogers PayGo. Location: S-W Ontario

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Yeah, definately sounds like the whole home software was installed.. and without the filter is where part of the issue comes in.

Let alone one person in the house seeing the others (and thinking something is a miss and deleting them)...

If there is anyone else in the nearby region.. who is in the SAME situation.. they will see YOURS on their PVR.. and they could delete, etc thinking theirs is screwed up.

If you do not have the whole home setup.. you would be best to call into rogers.. and have them REMOVE the software.

ONLY caveat i would say on that.. there is always the chance of it maybe wiping EVERYTHING when removing the software.

One better bet, might be to get them to come out and put the filter, etc in.  NORMALLY this is a chargable call.. but i would then fight for it to be free of charge.

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

If you look where the external cable enters the home you might see one of the following MoCa Point of Entry filters or Amplifiers:

 

http://www.antronix.com/antronix-Products-Satellite.php

 

http://www.antronix.com/antronix-Products-Residential-Amplifier-MoCA.php

 

You should see the MoCa designation on either one if you have it installed.  There is always the chance that the filter might be installed externally, which would require a tech to check out.  If you have either one installed, that you can readily identify, that should resolve the possibility that someone else outside of your home is deleting your recorded programs.



Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

Smythe
I've Been Here Awhile

Turns out that when we got our Rogers phone a week or so ago the installer added the whole home without telling anyone.  I guess he forgot the filter.  I have arranged to have the whole home removed.  Thank you so much for enlightening me.

Re: Lost 20% of my Recorded programs between Saturday night & Sunday afternoon!

OLDYELLR
I'm a Senior Advisor

I wonder if @Smythe just does not know where to look for the MoCA filter or what it looks like. It should be on the beginning of the TV cable branch of the cable system I believe if there is also home phone and Internet. I expect someone moving into a new house could have the Rogers cable stuff included without knowing how it was originally installed.


Rogers PayGo. Location: S-W Ontario
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