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Manage PVR on Web is BROKEN

OLDYELLR
I'm a Senior Advisor

This started about a week ago, about the same time as people were reporting trouble signing into the Forum, which is now working for me at least.

 

When I go to rogersondemand.com here and click MANAGE PVR at the top, after signing in, I get this 404 screen:

 

sorry.jpg

 

This happens on my Windows 7 laptop and Windows XP desktop, using either Firefox or Chrome. It even happens with the browser on my Samsung smart TV. I've tried the browsers on my Android phone and tablets, but that just tells me to get the RAPTV app, which I already have and the app works, just not the web page anymore. I should note that everything else on the page still works, just not MANAGE PVR.

 

I contacted Rogers on their Facebook page and described the symptoms and tried all their suggestions to no avail, so a ticket was opened. This morning I talked to Rogers and the ticket was escalated.

 

So my question is, is anyone else having this same problem accessing MANAGE PVR using Windows?

 

 

 

***Edited Labels***


Rogers PayGo. Location: S-W Ontario
56 REPLIES 56

Re: Manage PVR on Web is BROKEN

TheArcher
I Plan to Stick Around

I had it a few days ago (Error404) when I tried ManagePVR. I didn't pursue it as I usually use the Home Edition App on my ipad. I checked it just now from ManagePVR on Windows 10 and the programming guide opened up as it should.

Re: Manage PVR on Web is BROKEN

BS
I'm a Senior Advisor

I am getting the 404 error too on chrome.  I still have the forum issues on chrome.

 

I got in on Firefox to the anyplace manage my PVR site, and to the forum on it too.

 

So my issues are officially, today anyway, only on Chrome - have not done the cache and cookies clean yet.

 

For now, I will stick with Firefox and see how it goes.

 

I don't think I have ever had service websites provided by any company that has the intermittent issues that I have found on Rogers sites over the last few years.

 

I am tired of bouncing around on browsers, clearing cache and cookies, and commenting.

 

Uggh.

 

Bruce

Re: Manage PVR on Web is BROKEN

BS
I'm a Senior Advisor

I cleared the cache and this resolved both issues on Chrome, but I will say again, this should not be required as much as Rogers sites force us to do this.

 

But at least it is fixed.

 

Bruce

Re: Manage PVR on Web is BROKEN

OLDYELLR
I'm a Senior Advisor

I posted this issue on digitalhome.com and a couple of people said it's working okay for them.  It was also suggested I try a different network, so I'll take my laptop with me on Thanksgiving and try on a relative's wifi. It that works, it may be something caused by my ISP.


Rogers PayGo. Location: S-W Ontario

Re: Manage PVR on Web is BROKEN

OLDYELLR
I'm a Senior Advisor

Last night, about 7 pm, I received another automated email from Rogers re. my open ticket, but Manage PVR was still not working for me.  This morning it's working and I didn't even have to sign in.  I called Rogers and went through the steps and was told the ticket had now been closed, but no details on what exactly they did. But I was told to reference the ticket number if it happens again.


Rogers PayGo. Location: S-W Ontario

Re: Manage PVR on Web is BROKEN

57
Resident Expert
Resident Expert

When I went to the usual website (http://www.rogersondemand.com) for "AnyPlace", to manage my PVR, I was confronted with something new. The website stated

"Find the new and improved Rogers Anyplace TV by clicking the button below to be directed to the new site. "

Unfortunately, after clicking that, I was then presented with

"Browser Unsupported
Sorry, this browser is not supported. Please sign in using another browser."

Apparently Chrome is the only supported browser so far, with some others "coming soon". My browser (FireFox) is not even mentioned.

Hey Rogers, perhaps you could leave the website as is until you've got it right? And where's my "Manage PVR" icon?



Re: Manage PVR on Web is BROKEN

Dugi
I'm a Senior Contributor

The link to the new and improved Rogers Anyplace TV is as follows:

https://www.rogersanyplacetv.com/accounts/sign-in/

 

While there is no longer a tab to "Manage PVR", I did click on the "Recordings" tab and was confronted with the following message:

Coming Soon
Soon you'll be able to manage your recordings from your desktop and mobile devices. But for now, you can still use the Rogers Anyplace TV Home Edition app to record your favourites.

 

Great job rogers to introduce something before it is even ready to use. Now we have no ability to program our PVRs using a desktop or a laptop. 

Re: Manage PVR on Web is BROKEN

RichardF
I Plan to Stick Around

THE STORY SO FAR...  Ive had the same issues as others here with the URL for desktop browsers coming and going.   The one thing Id mention is that the suggestion to make sure not to be logged in simultaneously to other Rogers sites (eg My Rogers) seems to really help.

 

TODAYS EPISODE...  The At Home URL redirects to a glitzy new web page

http://secure.rogersondemand.com/RAPTVSlate/SlatePage.aspx

where clicking [GO] takes you to

https://www.rogersanyplacetv.com/accounts/unsupported-browser-pc/

 

which states that only Chrome is supported, that Safari, Internet Exploder and MS Edge (?) are "coming soon" and THERE IS NO MENTION OF FIREFOX AT ALL!!

 

 

Re: Manage PVR on Web is BROKEN

OLDYELLR
I'm a Senior Advisor

@57 wrote:

When I went to the usual website (http://www.rogersondemand.com) for "AnyPlace", to manage my PVR, I was confronted with something new. The website stated

"Find the new and improved Rogers Anyplace TV by clicking the button below to be directed to the new site. "

Unfortunately, after clicking that, I was then presented with

"Browser Unsupported
Sorry, this browser is not supported. Please sign in using another browser."

Apparently Chrome is the only supported browser so far, with some others "coming soon". My browser (FireFox) is not even mentioned.

Hey Rogers, perhaps you could leave the website as is until you've got it right? And where's my "Manage PVR" icon?


I get exactly the same thing. TOTALLY UNACCEPTABLE!

 

It was fixed for a couple of days and now it's completely DELIBERATELY broken.

 

This is what I get with Firefox:

 

unsupported.jpg

 

And when I reluctantly use Chrome and click RECORDINGS, all I get is this screen.

 

chrome.jpg

 

This is a serious problem and total disregard for customers after they had if fixed and working.  I'll be calling Rogers to re-open my ticket right away.  @CommunityHelps please help. A lot of customers are getting deliberately ignored.


Rogers PayGo. Location: S-W Ontario

Re: Manage PVR on Web is BROKEN

RichardF
I Plan to Stick Around

Well this is very interesting.   Glossing over the clumsy (premature?) promotion of a new web site...  this did prompt me to check the stats on desktop browser usage by product.

 

Imagine my surprise to learn that sepending on the source, Chrome is 40% - 55% of usage.  I'm not clear whether desktops includes or excludes laptops but I find that very surprising for desktops (with the large corporate installed base). Just goes to show how out of touch I am.   And Firefox is around 10% - I'd have guessed those figures reversed for desktops.   I'd expect Chrome to lead on laptops where lightness is important. 

So if those numbers are correct, prioritising Chrome may not be as daft as I had thought.

 

That does not excuse the fumbled roll out with disconnection of the old URL and lack of support for all other browsers (i.e. About half of all users).  

Re: Manage PVR on Web is BROKEN

OLDYELLR
I'm a Senior Advisor

I'm also shocked at how high Chrome's market share is.  When too many people abandoned IE, it seemed Firefox shot right up there.  I'm dismissing  the Apple/Mac browsers because that's a totally different universe for folks with a lot of money.  The Google came up with Chrome and flooded the Internet. Seems every other app you download has Chrome in there that you have to catch and deliberately uncheck. It's like a virus.

 

Here is the browser market share now:

 

browsers.jpg

 

Chrome about 60%, Firefox 16%,  IE & Edge 16%, Others 8.4%.

 

Firefox is second, yet Rogers chooses to support only Chrome and the others, ignoring Firefox. Is there a conspiracy? Is Firefox owned by Trump? Smiley Mad

 

Anyway, I called Rogers and the agent got the same results we're getting, the only excuse being that they're revamping the website. She tried to get a timeline, but couldn't. Obviously it's not something that was done overnight; it must have been in the works for some time and premeditated. But the agent did record my displeasure at omitting Firefox among supported browsers.

 

If you're unhappy, call Rogers or go to http://www.rogers.com/consumer/contactus/share-a-concern


Rogers PayGo. Location: S-W Ontario

Re: Manage PVR on Web is BROKEN

57
Resident Expert
Resident Expert

Does Chrome allow you to "Manage PVR", or is it simply the interface to AnyPlace that you get.

 

To stop the "Manage PVR" functionality is simply unacceptable, when it was working just fine.  It's also unacceptable to eliminate a huge percentage of your customers from your website.

 

Rogers, please supply us a link so that we can Manage PVR on our computers using a browser.



Re: Manage PVR on Web is BROKEN

RichardF
I Plan to Stick Around

No.

 

With Chrome you get to the Anyplace TV Guide, Movies, SHows etc.

[Recordings]  (manage PVR) takes you to a page saying "coming soon" and that meanwhile you can use the AnyPlace TV AT Home  .... which is worse than ironic as thats where we started!!!

 

One does wonder what sort of testing they do before releasing stuff....

Re: Manage PVR on Web is BROKEN

Dugi
I'm a Senior Contributor

I agree with virtually everything said here. The bottom line though - in a nutshell - is that rogers removed something that was working and replaced it with something that does not work - the ability to manage your PVR. This is one despicable act by rogers and nary a word on here from anyone from rogers. Jeesh! 

Re: Manage PVR on Web is BROKEN

BS
I'm a Senior Advisor

@Dugi  If like the past experience, I am not expecting any response directly from Rogers either on their sites or here through the moderators.

 

That is not their modus operandi when it comes to changes.

 

They have given us a link to their "new page", some descriptions, terms, and statements of what it can and can't do, and pretty much, that is about all I expect we will get.

 

Now it is up to us to go directly to the report a concern, ask tech support to guide us so they are fully aware, speak to managers, speak to Office of President ,etc.  Based upon past experience, the only way we ever got a direct response to the issues with Navigatr and other Cable related issues, was a shareholder on this board took it to the annual meeting and it went public, and we had a full response on the proposed actions within a few days.

 

So I would be very pleased if Rogers in its attempt to be responsive to the customer experience, would address this quickly and keep us fully informed.  If they are really committed to a new model, this is the place to start, rather than repeat the old worn path that has annoyed so many on this forum and has led to many of them just walking.

 

The reality is that the competitor's IPTV solution and online options are well developed and working very well, and if people become annoyed, we do have choices.

 

I do hope that they respond quickly - I don't want to be sitting around 8 months waiting to see if it all works with Comcast, and is still fully functionally for those they say can stay with the current broadband model for TV.

 

Time will tell.  I have some writing and calling to start doing tomorrow.  If I can, I plan to try to influence this implementation as I went through the other poor implementations, and I am not sure I wish to do it again.

 

Good night everybody, Bruce

Re: Manage PVR on Web is BROKEN

RichardF
I Plan to Stick Around

I had a relatively good conversation with a CSR this morning and she spoke to her supervisor.  

 

Whether it goes above that we shall see.  She definitely seemed to understand the two basic no-nos:

- removing the existence facility for At Home before the replacement is launched (on any browser),

- and also launching the new RAPTV with browser support for one browser covering only 50% approx of users.  

 

I gathered  that as of mid morning there hadn't been a lot of calls.   There certainly was no script for the CSR!!  Let's hope they start coming (unless Rogers does a quick roll-back).  

 

[edited to remove typo]

Re: Manage PVR on Web is BROKEN

BS
I'm a Senior Advisor

Note the simple typo in there too - Explorer 10 -  do they mean 11.

 

I hope so - version 10 was deprecated over a year ago.

 

Minor typo, but doesn't show well for accurate communications - and what about Firefox??  It is low in the usage numbers, but still a respectable usage number.  We use Firefox and Chrome in our home.

 

Just last week, I was using Firefox because Chrome was causing me problems with the forum.

 

I keep every standard browser as Rogers sites are notorious for suddenly not working on a specific browser and then I find it working on another.

 

 Bruce

Re: Manage PVR on Web is BROKEN

I understand with the updated anyplaceTV website, Chrome is the only functioning web browser option. Using Chrome when I attempt to logon using my existing (yes used it last week) account I receive the following message:

 

30213 : No Entitlement/subscription found, Something is wrong on Rogers Entitlement Service

 

Yes, something is wrong indeed. Is a new account required? Are existing accounts being ported? Is the website logon down for cleaning?

Re: Manage PVR on Web is BROKEN

57
Resident Expert
Resident Expert

I used the "Share a Concern" website this morning.

 

http://www.rogers.com/consumer/contactus/share-a-concern

 

It's totally unacceptable to take away the functioning "Manage PVR" interface for computers and to replace it with something that doesn't function and is not accessible by roughly 50% of their customers who don't use Chrome on their computers.  It shows a total disrespect for customers to do something like this.



Re: Manage PVR on Web is BROKEN

OLDYELLR
I'm a Senior Advisor

One Rogers agent I talked to said she also used Windows 7 and Firefox and was disappointed it isn't supported.


Rogers PayGo. Location: S-W Ontario
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