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New Nextbox Navigator

BS
I'm a Senior Advisor

My wife was just moving through the new navigator and has the following questions, concerns.

 

The first screens for the guide are fine, but the fonts are a bit small, even on a 46 inch TV. We are all getting old, let's not forget us.

 

In the section for listing and managing recordings, the boxes cut off the full names of the shows, don't show dates, would rather have option of old list style with all details right in one spot.

 

When looking at multiple shows, you have to go to each listed show recorded, but there is no reference to the date until you highlight the show. Then this highlighted information on the show is even smaller and I have almost perfect vision after my cataract surgury, and I can barely read it. My wife can't read it at all. You do have the date on the top right that is in a bigger font, but the show information is almost unreadable and my 24 year old daughter who just came in also comment that it is almost unreadable.

 

Is there an option for increasing font size and changing to a list view rather than the boxes on the list of the recordings page. Don't like the box feature or the way the contents view at all for the above reasons. See little or benefit for this change.

 

Otherwise, I am kind of indifferent to the new layout, but do like some features.  I will probably turn off the banner across the bottom off in settings. I can get the same information from the guide.

 

Yes, there is a bit of getting used to change, but some of this change seems to be change for the sake of change. I do like that it takes less clicking to move around though, it just the display formats and font sizes that are creating legitimate problems for my family.

 

BS

 

***Edited Labels***

1,698 REPLIES 1,698

Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor

@Jack22 wrote:

Thousands and thousands of complaints.  My husband and I were out and about and everyone in our immediate area of the restaurant was talking about this horrible mess.  Can you imagine how many people are enraged about this that do not know they can express their opinion here in the forum.  Rogers probably thinks that the people on the forum are the only ones complaining.



 

There have been many studies of customers and complaints, and I'm sure SOMEONE in Rogers management must be familiar with some of these.  The customers who take the time to complain are only the tip of an iceberg.  Very few dissatisfied customers complain to a company directly, for various reasons from not wanting to be confrontational, not knowing how or where to complain effectively, to not caring to waste their time - especially when calling in to customer service and hearing of very long wait times to speak to a representative (sound familiar?).  Some studies estimate only somewhere from 1% to 8% of customers bother to complain directly, but this silent majority do complain to other people (friends, relatives, fellow employees, etc.).  Some studies show they will tell on average 10 others about service or products they were unhappy with, and on average those 10 will tell 5 others.  So for every dissatisfied customer who doesn't complain to a company directly, 50 others will hear of their bad experience by word of mouth.  The customer who complains to others about a product or service will then often simply change to a different company/vendor/supplier.

 

Now, taking those studies into account and seeing how many HAVE complained about Navigatr (on this Rogers Forum, and the  NAVIGATR UPDATE **WIPED MY DRIVE** forum) imagine how many dissatisfied customers are just going to tell others (not just personally but including complaining on both Rogers and non-Rogers forums where the entire world can see the level of dissatisfaction) and then simply change to another supplier.  One forum I saw stated Rogers was losing 3,000 customers a day (admittedly without quoting their source for this information).  This was posted a few days BEFORE Navigatr was released, and on that same forum someone else predicted the then upcoming Navigatr release would be a disaster.  Imagine how many customers Rogers is going to lose over Navigatr so far, yet alone the crowds that will be banging on the doors and windows of Bell stores to sign up for Fibe TV if Rogers dares go ahead and continue this rollout.

 

Now, you would expect to see some serious damage control from Rogers PR team on this, including public apologies.  The silence is deafening.  Did they all just take an extended weekend and go to the cottage?  And where is any mention of this in the mainstream media?  Totally non-existent so far as I can (not) see.  Could that be because a huge percentage of media in Canada is now controlled by Rogers & Bell, and maybe there is some sort of gentleman's agreement between them not to gloat over the other's misfortunes?  All play nice and help keep the happy duopoly in power?

 

And all the while Rogers senior management fiddles while Rome burns.

 

 

 

 

Re: New Nextbox Navigator

LosingPatience
I've Been Around

Why? That's really what I would like to know. Is there some clever bankruptcy plan in the works or something?

 

I was not thrilled with the menu & guide when I first turned on my new NextBox a year or 2 ago, especially losing the ability to organize recordings in the order anyone would actually watch them in... Some of us record several episodes before watching them... But at least when it ended or you stopped the playback it would stay on that episode and give you the options of what you could do with THE SAME EPISODE.

 

This Navigatr is something else. Eliminated are the few things that made it comparable to the old system before NextBox was brought into our lives.

- The very functional automatic menu for the episode just watched. Lost 2 of the newest recordings thanks to this.

- Any real function for the page up/down button

- Saving filter settings for Recordings... Saved settings for alphabetical filter 8 times today. Haven't even turned the thing off and it keeps reverting.

- No more checking the movie/episode info while in playback, pauses and takes you to the main list page. No info.

- Lists no longer loop back to the top.. only thing that prevented me from total frustration with the sorting of recordings.

- Then there's the icons without the option for list view, and all the illogical results of it. Several shows are showing as multiple separate icons.. But are named exactly the same.

 

Those of us who work for a living and pay for luxury items such as cable, obviously prefer functionality over new and flashy. With so many similar complaints, I really hope you're paying attention. Either bring back the old format, or include the functionality and user customization for us to choose our own interface. Because quite frankly, if this continues, once my current contract is up, I'll finally throw in the towel after 20 years. A luxury service that costs this much should NEVER deliver such levels of frustration!

Re: New Nextbox Navigator

gregneff
I Plan to Stick Around

@krap wrote:

@gregneff wrote:

The cable contract for our condominium high-rise is almost due for renewal, and I'm on the Board of Directors.  I doubt that Rogers would want to lose this bulk contract, but I could be wrong.  My recommendation to the Board will depend largely on how Rogers handles this situation.  So far the only response I have seen to me has been to edit one of my prior posts, citing lack of courtesy.  I wish I had been given the courtesy of keeping my Nextbox in its prior properly functioning state.  It's not to late for Rogers to reverse this, if they should so choose.


Our condo renewed recently and added a clause that we can cancel at any time.

(Remind Rogers how long your condo has been under contract.)

 

Technology is quickly changing and who knows what options will exist in the next few years. 

 

 


That is an excellent tip in general.  We normally make sure there are termination clauses in our contracts, but this needs to be checked.  I will make sure it does, if we renew.

Re: New Nextbox Navigator

gregneff
I Plan to Stick Around

@lensman wrote:

Jack22 wrote - 'Does anyone out there have updated info as to when Rogers will be addressing the thousands of complaints about the new Nextbox Navigator?

Is anyone from Rogers actually reading our posts?

How long will we have to fool around with a service that we are paying dearly for until a fix happens?

I think its time they sent out a Bulk e-mail to all of their subscribers to talk about this disaster!!!'

 

How about a weekly discount from Rogers - until fixed - for every poor schmuck that has had this "new and improved" UI jammed down their throats?! What do you think - should I hold my breath waiting?

 

 


I don't think we can rely on Rogers reading these posts, but it is my hope that they are.  I have also contacted Rogers directly using their "Share A Concern" page, and I am waiting for a response (I filled out the concern on Saturday, so I anticipate a response on Tuesday, after the long weekend).  I think everyone here should contact Rogers directly, to be fair.

 

I'm not sure about the weekly discount.  My big bone of contention is that our Nextbox is a real physical asset that my wife and I own (we paid for it in full, purchasing it from Rogers).  Rogers sneaked into our home in the middle of the night (metaphorically speaking) and damaged our device (functionally speaking) .  Our actual perception of this is that Rogers has damaged something we own.  They may have have intended to make it better, but they did not.  Now, as the owners of this item, all we want, the only thing we want, is for them to fix it.  Consider it a warranty repair.  We want our asset returned to the state it was, before it was functionally damaged.  We will again be satisfied customers, if and when they do this.

Re: New Nextbox Navigator

Please dont take this as DEFENDING rogers.
I agree that they need to 100% adress and fix many of the issues with the new software.

Just wanted to mention.. about the reps you see on the forums here.  They are just social reps.. they have some account access, etc.. but generally are just front end people.
They are NOT the people who make the decisions on these things, etc.

They can really only pass on the information that people post here..

Same goes for posting other things... unelss they are GIVEN information from above, etc.. they may not have much else to post/say... other than 'Sorry' sort of thing.

Again, i am not posting this to Defend Rogers as a whole.
Feel free to be completely angry at ROGERS.  But try not to take it out DIRECTLY on the reps here, on the phone, etc.
They are people too.. and its not THEIR fault that the thing is screwed up.

Re: New Nextbox Navigator

User2014
I Plan to Stick Around
11) when deciding to delete a program i am watching, going into the folder auto highlights the most recent episode NOT the one being watched Deleted two episodes in error before realizing this glitch

12) the folders re-order themselves evey time i make a change If you are watching shows in the "first folder " and delete one, the system re-orders the folders to put the folder with the most recent show to the far left. Your folder might now be three over. Annoying ang confusing.

Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor

@Gdkitty wrote:

Please dont take this as DEFENDING rogers.
I agree that they need to 100% adress and fix many of the issues with the new software.

Just wanted to mention.. about the reps you see on the forums here.  They are just social reps.. they have some account access, etc.. but generally are just front end people.
They are NOT the people who make the decisions on these things, etc.

They can really only pass on the information that people post here..

Same goes for posting other things... unelss they are GIVEN information from above, etc.. they may not have much else to post/say... other than 'Sorry' sort of thing.

Again, i am not posting this to Defend Rogers as a whole.
Feel free to be completely angry at ROGERS.  But try not to take it out DIRECTLY on the reps here, on the phone, etc.
They are people too.. and its not THEIR fault that the thing is screwed up.


 

Gdkitty "I agree that they need to 100% adress and fix many of the issues with the new software."

 

Shouldn't that be ALL the issues with the new software, or is it just that you don't believe in miracles ?  Smiley Frustrated

 

 

I agree with not taking it out on the reps here or on the phone (or in the Rogers stores).

They had no say in this.  If you do feel the urge to let loose when you call in, ask to speak to a supervisor first - at least they get paid more than front line reps so they're "paid to take it" more.

 

Where the real responsibility lays is with senior management, from whom we have heard absolutely nothing.

Ron Perrotta, Senior Vice President, Residential Services is the one whose name appears on the bottom of the mailer Rogers sent a week ago promoting this "new guide that will help you search for the shows and movies you love easier, and get you to amazing TV you want even faster". 

Really Ron ?  How about showing some intestinal fortitude and speaking up on Navigatr?  Take some personal responsibility and apologize.  You are the one who has publically associated your name with this disaster, therefore you are the one who must take ultimate responsibility for this.  Whether or not it was your intention, it appears your career at Rogers rests on the actions you now take to get yourself and your company out of the extremely deep hole you have dug yourself into.   The buck stops at your desk.

 

 

Re: New Nextbox Navigator

So after a week of no cable to my nextbox, we had a major power failure Sunday night and lo and behold the new Navigator showed up Monday morning.  I have interface!!  Now I can see everyones concerns with this guide and functionality.  It stinks! 

Re: New Nextbox Navigator

Cap07
I'm a Reliable Contributor

Glad to see I'm not the only one who hates the new guide. It must have been designed by a complete moron or a Rogers tech wasted out of his mind. I can't see anything about the new Navigatr that is an improvement over the old. I've already accidentally deleted three shows for instance. What was the point? Was it a New Coke thing? I had something I could actually navigate, then I switch on my machines and find they've changed it all and it's incredibly worse. Oh. Then there was the whole outage thing this morning. No TV. No Internet. We'd better be getting a credit for that little mess.

 

My gut feeling is this community was set up as a place for irate Rogers customers to come and vent. No one at the Home Office reads this stuff. They just keep sending out these ridiculous surveys every few days to make us think our opinions matter.

Re: New Nextbox Navigator

DCBW
I'm Here A Lot
Is the blank Settings menu just a NB2 problem or are NB3 users missing it as well? When I called tech support on Wednesday, to ask how to turn of Descriptive Video, he told me they don't use the Settings menu anymore. Then proceeded to tell me that DVS could be turned off by hitting the on-off button at the bottom of the remote (which turns on/off Picture-in-Picture). But according to the updated How-To guides, you turn it off through the normal Settings menu.

Re: New Nextbox Navigator

RogersHassam
Retired Moderator
Retired Moderator

Hello Community!

 

We apologize for not sharing more information on the measures that will be taken with regards to Navigatr. We will update the community as soon as we get any information or update. Our teams are still working around the clock for a fix. At this moment, we can assure you that further deployment of Navigatr has been delayed until further notice.  

 

Thank you for your continued patience.

 

RogersHassam 

Re: New Nextbox Navigator

BS
I'm a Senior Advisor

I have a suggestion that I made to my wife as she ran into many of her Facebook friends talking about this whole issue and ranting away, as we have. I said it is time to start phoning tech support, tell them each step that you can't figure out how to do, and have them walk you through it one step at a time. Then get them to repeat it again, and do it again, and write down the steps. Then ask them the question, does this seem logical to you.  If you are unsatisfied, since everyone here has voiced a concern a number of times at this level, then move to a supervisor and then run them through telling you how to do it.  Since you probably will still not be satisfied, write down all of your concerns in point form, either send it as a complaint via the myrogers site, or ask that you want a call back from the president's office. Get that person to sit in front of a box and walk them through what you can no longer. Have them go through the step by step illogical processes that we are being asked to go through and ask their opinion.

 

This will push our concerns up through the decision tree.

 

When I have had time to clear my head over 5 issues in 5 weeks that I have had to deal with Cable, Billing, Late billing, identification of One number issues and working them through, and finally, unfortunately a lost phone, then having reps try to convince us to save on the replacement phone, but it requires a change of plan.  Nope, nope, nope, we will buy the phone outright, no term, and we keep our current grandfathered plan.

 

When my head is clear, I will be pushing my issues up along with my general frustration, and anger, as one person put is sometimes edited out of this forum, and make sure that customer service, managers, and if necessary office of the president has heard it all.  I am not actually asking for much - a timely bill, a demostration that Rogers can roll out change like a new billing web site and Navigatr without it being so full of bugs and well tested so that consuumers will actually walk away happy, not frustrated, and for them to stop trying at every opportunity to try to get me off my grandfathered plans by giving incentives, that ultimate end up costing more over the life of my plans in the future, then just buying new phones outright.  As a 22 year customer, I think I have the right to vent to the highest levels. Or even to the ombudsman, who did make it clear in her presentation, that we need to work through the various levels of customer service, demonstrate how they have not satisfied us, and continue to follow the escalation process.  And remember, that you can also go to the CRTC telecom committee (sorry don't remember the name of the arbitration group that covers the whole industry).

 

To conclude with an interesting thing I found with Navigator.

I have always liked the fact that I could get easy information on the shows that I am watching, including On Demand by just clicking the info key. In addition, it was always nice to be able to easily see the time on the screen which showed on the progress bar at the bottom of the screen, or with the information.

 

Steps to find the time - only one way you can do that, go to the guide, it is the upper top corner. Yes, you can see it on the box, but the blue coloured numbers are very hard to read - blue on black is not a good choice. In addition, the blue also is very bright and disrupts night vision, unlike red that does not. That is why airline instruments, and most car instruments are in red, not blue, or green.

 

Steps to find information from an on demand show - currently watching humans on AMC - very easy navigation model with lists to follow by the way. When I select the show at the beginning and go to play, I get the whole description, run time and for how long it will be available and price - free in my case.

 

I play the show, the new progress bar is on the bottom, I don't know what time of day it is as it only includes remaining time information.  

 

Now, someone comes in and asks me, so what is the plot of this show. In the past, I would click info. It nows does nothing. I clicked menu to see what that would do. Gives me that menu of guide my recordings, rogers on demand and apps and settings and search.

 

Guide, Hey, I can see the time, and I can even guess see a line moving across the times of shows I am not watching. I see the menu starting at channell one.  Still no way to get to the information to the Humans show I am watching on demand.

 

So here is what you have to do to see information.

1. pause, will bring up title humans 103 HD (I thought I was on demand, but guess that is where the show came from) - no information still.

2. Push stop, bypass the options of resume playing, play from the start, and push CANCEL.

This will bring you back to the listing of shows, and you can now see the full episode 103 description of the show.

3. Now select the show you were already watching, and press resume playing.

 

All that to get information on the show that you were watching on demand. I do recall in the past, I just pushed info.  Why disable the info button for on demand and I think SHOMI too.

 

So I challenge anyone to convince me that this is easier, faster, and something that is not completely awkward to do.  Yes, I found a way to see information, but let's get serious here. 

 

There are many things that I really do like about the new model - the quick and easy way to set up recordings, the menu, I haven't decided fully on the search function yet because I really don't use it much anyway.  The star key while in on demand will search on demand by the way. And interestingly, if you are looking for new movies, you can switch views from this fancy tiled view to a list view. This means I can quickly work through the titles with information below, and not have to slowly flick through tile/picture of a moview, one by one.  Reminds me of Netflix who has a similiar menu design of pcitures of movies, and in their case, you can work through 99 of them. I don't like it either, because it is just so slow, and you have to deal with the delay of screen refresh to put all that graphic material and layout information each time you change to page.

 

So to summarize, almost impossible to easily know what time it is from the screen of the tv anymore, and what time your on demand movie or show will end - have to figure out the current time, add on the time remaining, and now you have the estimated end time. And, the fact that you cannot get information on an ondemand playback. By the way, just realized as I played a bit more that if you click info on a tvshow you watching a recorded movie, if you click info, it actually kicks you right out of the show back to the original choice screen, you now have the information, but make sure you hit exit to return. If you click watch, it will take you back to the start of the recording.  I would try to right out all of this and do screen shots, but you would have to put in warnings too - Do not click play from information screen, click escape, or you will start your show all over again.

 

On live tv, I do like the information provided at the bottom of the screen, I can still watch my show, and it has the thing I do like - the ability to record the show, set up a series on it, and by pressing more, you now can set a reminder, go back to watching this channel now, if you had decided to use the info menu to move and see what else is on (nice feature too), set as a fvourite, block the channel, change your video output, turn on/off cc and audio selection. By the way, video aspect is still available from remote when watching the tv show.

 

So just to say, there are lots of things I like, but there are lots of things that are (from my perspective - and as you can see, very time consuming effort to figure out how to do what I need to do) poorly designed, not easy, not quick, and not better (that is the slogan for this roll out isn't it).

 

Enough said, Next person.  As I said, once I get my head clear for a day or two - it is still spinning from all of this - I will begin the escalation process, and at least get my opinion of this into the official complaint record, and on my own documentation too. I am not looking for anything to resolve it, except first to confirm that this change does appear to be poorly done, with many good things, but many poor things, and that as a customer, my trust in Rogers to do it right first is being lost with the experience of one number (you have had 2 years notice of this issue coming), the new billing online (most fixed with the support of many customers to figure it out for them - remember the allow popups, clear your cache, give permission for an app to run, only to find out - hey, it only works at less than 100%), to the significantly delayed bill creation, to email notifications for your new bill not coming, to waiting for details to come still, now the Navigator, it appears to me anyway, that Rogers is rolling things out way to fast with poor communication and testing, setting themselves and customers up for great frustration.  

 

So I feel responsible that I need to talk personally to people in authority that this is not the way to treat customers.

 

Good luck everybody - I can now use my recordings and the box (with all the many things that are just silly and the things that I really love), I have my bills, there are some things still to be resolved, which I trust will get resolved, but I have spent way too much time on this already, but have had no choice because I had to figure it all out and felt that the forum community could benefit from much that I have learned. 

 

BS

Re: New Nextbox Navigator

jinx8910
I Plan to Stick Around
So well said BS. I think we all should follow your instructions. I too have been a customer over twenty years and find this whole thing deplorable. At least further roll outs have stopped. And thank you for telling me how to use exit instead of watch so as not to start the whole recording again from the start. It also works if you use stop before going to the info so then the resume option appears.

Come on people if we all do as BS suggests maybe we can get somewhere

Re: New Nextbox Navigator

BS
I'm a Senior Advisor

@jinx8910  Thanks for the feedback and glad that you got some benefits from what I learned today.  I was aware of the stop method too, just forgot to mention it. There are just too many workarounds to get what we need to keep track of anymore.  I think that we the forum users have trial and error tested the whole box one issue at a time, and the designers and programmers could learn a lot by just sitting down reading this thread. They could do tutorials for all of this, but I think if a high level customer oriented programmer read through these, they could find what works well - write the tutorial for those, and what just have no logic and will always create problems for the next user to figure out - those need to be changed.  I can hope anyway.  I was a programmer and designer once in my career (now retired) and a designer of curriculum modalities for training on the job, and in the end of my career as an elementary teacher.  A small piece of advice having been a teacher though.  Always think from the head of the learner/user and try to meet their needs as best as possible and if it is clear why you can't, then it is the teacher's responsibility to educate the learner/user why it has to be this way and to support them to get there.  When we have to do it on our own without clear information, support and direction, the natural reaction is anger, frustration, and sometimes just give up (change companies is the way we give up), cut the cord is another way we give up and they are all available.  I don't want to give up, so for now, I am just going to enjoy my binge  watching of Humans on a long weekend and hope for a better week.

 

All the best everyone.  BS

Re: New Nextbox Navigator

User2014
I Plan to Stick Around
TY Hassam Can you confirm if the rollout has been stopped to a) fix glitches in the system such as PINs being required with no other improvements or b) to address the loss of functionality issues raised here and to then rollout a better UA

Re: New Nextbox Navigator

Hello @User2014,

 

Unfortunately we do not have any details yet. As mentioned before, we will certainly provide an update as soon as we get one ourselves. Customer feedback is very important for us and we are certainly aware of the known issues with Navigatr. 

 

RogersHassam 

Re: New Nextbox Navigator

Guess what?  Rogers legally does not need to fix anything.

They can just keep rolling on, wiping out NB2 hard-drives as they go,

while frustrating the rest of us.  

 

Here is section 27 from Rogers Terms of Service !

 

27.
Not applicable to Residents of Québec: To the maximum
extent permitted by applicable law:
the Rogers Parties do not guarantee or warrant the
performance, availability, coverage, uninterrupted
use, security, pricing or operation of the Services, the
Equipment or any products, content, applications, services,
facilities, connections or networks used or provided by us
or third parties (collectively, the “Offering”);
you bear the entire risk as to the use, availability, reliability,
timeliness, quality, security and performance of the Offering;
and
the Rogers Parties do not make any express or implied
representations, warranties or conditions, including
warranties of title or non-infringement, or implied
warranties of merchantable quality or fitness for a
particular purpose, with regard to the Offering
 
 
FYI - For the full document, see:

Re: New Nextbox Navigator

User2014
I Plan to Stick Around
Thank you Hassam

Re: New Nextbox Navigator

iris42
I Plan to Stick Around
You are kidding....right! As if we are concerned about your role. Do you think we are going to wait around to read your articles to fix this?

Re: New Nextbox Navigator

jlaki
I've Been Around

I agree with several other users. The interface to managing recordings does not seem to allow managing scheduled recordings as easily in the previous guide. I think you need to seriously look at adding scheduled recording management to the new interface.

Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor

@krap wrote:

Guess what?  Rogers legally does not need to fix anything.

They can just keep rolling on, wiping out NB2 hard-drives as they go,

while frustrating the rest of us.  

 



Well that works both ways.  We don't legally have to remain Rogers customers.