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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

jinx8910
I Plan to Stick Around

How do icontact the Office of the President? Is there a link/address/phone number? I ant find anywhere but here to leave any kind of feedback. I'm tired of this whole thing.

Re: New Nextbox Navigator

lensman
I'm a Reliable Contributor

@jinx8910 - I got the link from @Shan-man in message 262. I just took a look again. It is the "Share a Concern" page so not specifically the Office of the President (although it was from them that I received the message). Anyway, here it is:

 

https://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=contactUsShareAConcern

 

 

Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor

Or you could call in to Rogers support and tell them you want to be contacted by someone in the Office Of The President.  Leave them your call back #.  They usually call back within around 3 business days.

 

For those interested in contacting Ron Perrotta, the Senior Vice President Marketing, Residential Services (the one whose name appears on the mailer Rogers sent out telling us how this was going to be easier to search for shows and movies and get to amazing TV even faster, and therefore presumably the captain who should be going down with this sinking ship - though he'll blame the navigator Smiley LOL ) you could try the digitalhome.ca forums, and search for the "New Rogers Navigatr Firmware/Guide" thead, post #256.

Re: New Nextbox Navigator


@neilpalmer400 wrote:

Or you could call in to Rogers support and tell them you want to be contacted by someone in the Office Of The President.  Leave them your call back #.  They usually call back within around 3 business days.

 

For those interested in contacting Ron Perrotta, the Senior Vice President Marketing, Residential Services (the one whose name appears on the mailer Rogers sent out telling us how this was going to be easier to search for shows and movies and get to amazing TV even faster, and therefore presumably the captain who should be going down with this sinking ship - though he'll blame the navigator Smiley LOL ) you could try the digitalhome.ca forums, and search for the "New Rogers Navigatr Firmware/Guide" thead, post #256.


FYI Msg #256 says:

......... Ron Perrotta, the Senior Vice President Marketing, Residential Services, can be reached by dialing that number and spelling out his name to reach his extension.....

 

R U sure this is not DONALD TRUMP's number ?

 

 

Re: New Nextbox Navigator

theClubHopper
I'm a Reliable Contributor

@chicky_blueeyes wrote:

Got the new navigator, but doesn't work now. No movies or tv shows in Shomi, says no videos.  Trying to turn off discriptive video and navigator settings won't work. Now have to make a trip back to the store with my nextbox to get a new one, because updates screwed it up.  Not happy.  And we lost all our recorded shows, because we got no notice this was happening....


 

Oh you should have got notice that Navigatr was coming - as mentioned above, a letter (in an envelope) was mailed out a week or 2 before Navigatr launched (boasting how great it would be, and "signed" by Ron Perrotta, VP of Marketing, Residential Services) and an email was also sent out to customers on July 21st.

 

And you didn't lose your recorded shows because you got no notice, you lost your recorded shows because Rogers is incompetent.

 

And by the way, here's a screenshot I took of the Navigatr FAQ page (http://www.rogers.com/navigatr) BEFORE they realized that their confident assurance was ill-advised and for many customers, untrue - and then removed it. I've circled the key part in red.

----

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Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor

@theClubHopper wrote:

@chicky_blueeyes wrote:

Got the new navigator, but doesn't work now. No movies or tv shows in Shomi, says no videos.  Trying to turn off discriptive video and navigator settings won't work. Now have to make a trip back to the store with my nextbox to get a new one, because updates screwed it up.  Not happy.  And we lost all our recorded shows, because we got no notice this was happening....


 

Oh you should have got notice that Navigatr was coming - as mentioned above, a letter (in an envelope) was mailed out a week or 2 before Navigatr launched (boasting how great it would be, and "signed" by Ron Perrotta, VP of Marketing, Residential Services) and an email was also sent out to customers on July 21st.

 

And you didn't lose your recorded shows because you got no notice, you lost your recorded shows because Rogers is incompetent.

 

And by the way, here's a screenshot I took of the Navigatr FAQ page (http://www.rogers.com/navigatr) BEFORE they realized that their confident assurance was ill-advised and for many customers, untrue - and then removed it. I've circled the key part in red.

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Not to mention the other lie I pointed out:

"Will this upgrade cost anything?"

"No, this upgrade will not cost you anything."

It's costing everyone a lot of time (to learn how to deal with or work around all the limitations & bugs and asinine design choices, to try and find copies of programs they lost when their Nexbox 2's were wiped clean by the Navigatr, to complain to Rogers, etc.). 

As we all know time is money. 

Ergo this IS costing us money.

Not to mention what this is costing people in stress and elevated blood pressure.

 

ALSO this ridiculous FAQ has a totally inaccurate use of the word "upgrade".

How can something that works worse than what you had before, and with many features you had before removed, be considered an "upgrade" by anyone other than a total imbecile?

 

Re: New Nextbox Navigator

park
I'm an Advisor

@Mister_A wrote:
...................

I have only one question (for anyone who can answer): What *additional* functionality, or *improved* performance, has this so-called upgrade delivered?

 

Frankly, I don't see any, so why do it at all, if it's just a fashion statement?

 

........................


All the best,

Mr. A


Found one !

Try to delete the recorded/watched program inside a series box/tile that has one recorded/watched and one scheduled program, e.g. like your favourite weekly series

Did it delete?  

You don't know cause when you hit delete the boxes get instantly rearranged on the screen and the series gets buried deep down the box/tile list.  Go hunting, and many clicks latrer you may find it again. 

 

Solution: Have separate sections for recorded and scheduled (like we had before). 

 

PS: In the new system when boxes/tiles are in shown chrono order, why are the scheduled ones at the very end, just after the oldest recorded program.  The future is ahead, not behind !

 

Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor
@. wrote:

PS: In the new system when boxes/tiles are in shown chrono order, why are the scheduled ones at the very end, just after the oldest recorded program.  The future is ahead, not behind !

 


For Rogers it isn't.  Smiley Mad

Re: New Nextbox Navigator

Based on everything that I read to date the new Navigator is full of faults and should never be rolled out.  Thank God I don't yet have it.  My #1 suggestion is that the developers look at other vendor products on how to navigate.  I've had several older TIVO PVRs for years and its the best example of what to do. A few examples.

1) When you record a series create a directory of all shows recorded, in date order.  On the existing Rogers system if I record several series shows several weeks apart the oldest may appear off the screen at the bottom.  I recently watched a program and was confused because of the disjointed plot.  Why?  Because several earlier episodes were recorded weeks earlier and I didn't see them listed until I scrolled down.  Group all shows for the same series together, and date sorted within that group.

2) All commercials seem to be multiples of 30 sec.  Buid a 30 sec advance into the system so that I can move quickly through these commercials.  The 2 min advance doesn't make it easy when a commercial is 3.5 minutes.

Re: New Nextbox Navigator

OLDYELLR
I'm a Senior Advisor

@khtaylor wrote:

2) All commercials seem to be multiples of 30 sec.  Buid a 30 sec advance into the system so that I can move quickly through these commercials.  The 2 min advance doesn't make it easy when a commercial is 3.5 minutes.


I have that on my DVDR, which I seldom use now. It makes the most sense and I got accustomed to the length of commercial breaks on various stations at various times so I could nail it pretty much all the time. I'm pretty sure there's also a signal embedded in the feed that could be used to skip commercials entirely, but the advertisers would surely prohibit use of that technology. When I FF through commercials, I still "see" them and the sponsors still get their message across. I also see promotional stuff for new or returning programs, so I back up and make sure I have recordings scheduled.


Rogers PayGo. Location: S-W Ontario

Re: New Nextbox Navigator


@lensman wrote:

@jinx8910@ - I got the link from @shan-man in message 262. I just took a look again. It is the "Share a Concern" page so not specifically the Office of the President (although it was from them that I received the message). Anyway, here it is:

 

https://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=contactUsShareAConcern

 

 


I used this "share a concern" link to send the following message:

 

 

Good Day,

I write this to share with you some of my concerns regarding Rogers products and services.

The first issue is about the new "Navigatr" interface of the digital cable boxes.
It replaced a solid user interface, one that was clear, intuitive and easy to use.
It is a very unprofessionally-made design, very confusing for the user; poorly planned, poorly executed. We lost a lot of neat features with this new "upgrade".

It is obvious that "Navigatr" was forced onto us with very little testing, if any. For those who own or rent-to-own the digital boxes it really diminishes the ownership sense and feeling. They were given no choice and many of them lost their recordings.

The Rogers Community Forum is full of complains and list of software bugs. People are enraged by the lack of response from Rogers management. They need to know what Rogers' intentions are about this fiasco, with a clear plan and milestones. Many of them are asking for a roll-back to the previous user interface. This seems to be the wisest thing to do.
I work in the same telecommunications field and I know a thing or two about software and hardware updates.
Beta-testing the interface on your customers should not be allowed, even though it saves you money.
It should be really embarrassing for the Product Manager that let this half-baked contraption out on the market.


~~~~~~~~~~~~~~~~~
A second issue I have is the "Rogers Anyplace TV Home Edition" phone app.
It did work fine initially for Android phones.
It stopped working after the latest Android operating system update (from rev.4 to rev.5).
This phone O.S. update happened 5-6 months ago and nobody at Rogers cared to modify the app to keep up with the O.S. update.
Again, users are very disappointed and enraged about this lack of service. All this negative feedback can be found in PlayStore, where the app can be downloaded and Android users usually add their feedback, evaluations and comments. The number of "stars" is 1 (minimum possible). Again, very embarrassing!

This app played a significant role in deciding to get the new NextBox 3 digital box, because only this box had the ability to be programmed remotely using the phone app. The app is free, but the box is more expensive than a regular one.
Now the phone app can't be used and we all feel that we don't get the maximum benefit from this technology (read: "paid more for nothing")

When I contacted Customer Support to let them know about the app problem, I was transferred up and down, left and right because "it's a phone problem, no, it's a digital box problem, no it's a phone problem, no, it's a cable problem".
It was futile to explain them that my phone works well, my digital box works well and it’s just the app (the software) that must be addressed.

For some reason, I was booked an appointment with a technician to come over and measure the TV signal strength at the hub and in my house, like that's going to fix the app problem. Kafka is alive and works for Rogers!!

I went through 8 (eight!) CS representatives until the last one understood the problem and collected some data from to fill out a form for Technical Support. Then I contacted a Customer Support Manager to let her know (in very civilized terms) about the whole ordeal.

~~~~~~~~~~~~~~~~~~~~~

Given the situations exposed above, I cannot wait for my contract to end in December and cancel my cable, internet and 5 (five!) cell phones that I have with Rogers.
My Rogers bill is quite substantial and I was willing to pay that much because, two years ago, Rogers sold me on convenience and a good level of customer service.
Now that the convenience disappeared due to incompetency and customer service is below par, I don't see why I have to keep paying the same.
I can find TV programming, Internet and cell phone services much cheaper from other companies (Canadian or American).

I hope this "concern" message makes it to the highest paid Rogers executives and gives them an idea of what's going on. To me it's obvious they have none.

Re: New Nextbox Navigator

Attila_
I Plan to Stick Around

Dear Rogers Employees,

 

Please pass this up to th epeople who are creating all those How-to videos:

 

Please make a video on how to...

 

1. quickly see what will be recorded tonight

2. quickly see what was recorded in chronological order (ie: news from different stations on different days interlaced)

3. quickly see what recorded shows I can watch now in the 1.5 hours that I have available

4. quickly see where I recorded a single show from (channel, time, day of week, etc)

5. how all this was done on the previous UI and show the developers how-to program a PVR UI

Re: New Nextbox Navigator

TheArcher
I Plan to Stick Around
Untrue! I am one of the unfortunates who HAS had the abominable Navigatr forced on them. Thankfully I still have the sanity of the SARA guide on my 8642.

Re: New Nextbox Navigator

WhyDidYouDoThis
I Plan to Stick Around

This new system is a HUGE step backwards. It erased everything that I had on the hard drive, both all shows recorded + all shows programmed to record. It is now very cumbersome to watch a recorded show. It used to be that I would hit LIST 1x and there would be the entire list of all my recordings in the order that they were recorded. Now no such list exists. Now when I hit LIST I see a bunch of boxes. I then have to select the series that I want to watch, then scroll to the episode that I want to watch to be able to watch it. Then if I want to stop & delete this episode it opens up a new can of worms. If there are multiple episodes in the queue & I'm not wanting to delete the one at the top of the list then I have many extra steps to take to delete the episode of my choosing.

 

It also used to be that if I hit LIST 2x that I would see a list of all the shows that I had programmed to record in the order that they were going to be recorded. Once again, no such list exists. 

 

Then today my PVR was recording a show. It used to be that if I hit LIST when a recording was taking place that it would then show me what was being recorded. Now when I hit LIST there was nothing there to indicate what was being recorded.

 

Please give me back the old system. It wasn't broken before you touched it. It now is very broken.

Re: New Nextbox Navigator

57
Resident Expert
Resident Expert

Just wait, I'm sure they'll get to you yet.  😉



Re: New Nextbox Navigator

KentHolden
I've Been Around
This company absolutely sucks. My next and last communication with this company is to cancel my services. I've never interacted with a company that could care less about their customers, and for that privilege to get to pay excessive amounts of money and get garbage like this navigator. Don't get me wrong I'm certain that there are some fine folk at Rogers however those aren't the people making the decisions. They'll attempt to provide value only if you say you're leaving them. Hey, why should I have to tell you I'm leaving as a customer to actually receive a retention discount on services. Your company sucks.

Re: New Nextbox Navigator

Jack22
I Plan to Stick Around

Just happened to be browsing a few comments above this one;

 

"The Community Forum is for user to user comments".  I had not realized this as I actually thought that someone from Rogers was actually reading our comments and actively trying to do something about this diasaster.

 

Why will they not answer the one question  "When will you address all of us as to what you are attempting to do and when we can expect a fix"?

 

This has gone on far too long.

Re: New Nextbox Navigator

Sauga
I Plan to Stick Around

Hi Everyone,

 

  I joined this forum for the first time today just to complain about this new Navigatr.  

 

I don't have PVR so I'm not experiencing the tons of issues people are having with that from what I've read here.   I was playing with the idea of possibly getting a PVR one day but not after reading this thread.

 

My complaint about the Navigatr is the font size.  It is way too small for my eyes to see.  You can't make out the channel name which is very annoying.  I don't have every channel memorized so it's hard to remember at times.  The font showing the channel number is not that big too and some numbers blur together for me.  

 

The program name font is somewhat acceptable but the time and the category of the show is way too small.  The menu also stays on for too short of a time and I constantly have to press for it to pop up again and it's hard to scroll through.

 

The desription of the shows are horrible too, too small font.  The aqua colour of the tile is ugly as well.  The whole thing is terrible and I can't imagine the problems with the PVR.

 

I am not impressed with the new Navigatr.  My parents are seniors with bad vision and it's terrible for them to read.  I also have a small t.v. in my room and I often have to go really close to read everything clearly.

 

I am not sure who designed this but it's ugly and hard on the eyes.  I realize my vision is not 20/20 but this menu system does nothing to help.  

 

I called in today and spoke to someone who sounded annoyed when I brought up the font size.  I am guessing they are getting a lot of complaints.  I asked if there was something in the settings I could change but no.  I honestly don't think Rogers really cares.

 

I cared enough to make a post here but I am not sure what else to say.  I enjoy my t.v. service from Rogers and they've always been helpful but their hardware from the internet modems to the PVRs are not up to a standard of quality I would expect.  

 

I hope they can fix the issues but I don't think it will be.  I really miss the old menu and I'm not sure why they switched in the first place. 

Re: New Nextbox Navigator

KWoo
I Plan to Stick Around

@Jack22 said:

 

""The Community Forum is for user to user comments".  I had not realized this as I actually thought that someone from Rogers was actually reading our comments and actively trying to do something about this disaster."

 

 

I'm confident "someone" from Rogers is following these posts as I've had some of my comments edited and moved. Unfortunately, that seems to be about all I ever hear from any of the moderators.

 

Like you, Jack22, I was curious about what action(s), if any, might come from all of these posts so I decided to contact one of the moderators via a private message. Below is the response I received:

 

"We are always listening here in the Rogers Community Forums and we do take all discussion and feedback seriously. Just check out the 'Feedback Leads to Fine-Tuning New Bill'.

 

 When we have any new information I assure it will be posted here in the Community ASAP.

 

Stay tuned!"

 

I don't know what happened with the new bill, what fine-tuning was done, or how long it took for something to happen (nor do I really care), but in my opinion this response is really a non-response that tells me absolutely nothing other than not to count on anything changing anytime soon.

 

I've worked in the service industry and I have great sympathy for all the customer reps that are having to deal with the frustrations of the consumers who can't get answers. If only someone sitting in one of the corner offices would take five minutes to at least acknowledge the issues and assure us things are happening, it would go a long way. Ideally, maybe they could even provide us with an update as to when this "new information" I've been promised might be forthcoming.

Re: New Nextbox Navigator

Hcoates
I Plan to Stick Around
I am also infuriated with Rogers for this senseless downgrading of the interface for nextbox. I have registered my complaints both by phone and in writing. I have requested they reinstate the old format and they say they can't, therefore I can't continue to give them my business. I'll be contacting Bell this week, that may get their attention!

Re: New Nextbox Navigator

neilpalmer400
I'm a Trusted Contributor

@Hcoates wrote:
I'll be contacting Bell this week, that may get their attention!

Don't count on it.

There Are None So Blind As Those Who Will Not See.