New Nextbox Navigator

[BS]

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***

[iris42]

Well I was doing fairly well until the newest "download" this morning. The download did not stop on its own (started in the morning) and by 2:30 pm I decided that I couldn't believe that software download would take that long. Contacted Rogers via Chat and the tech person was very helpful and I got it back up and running.  However, now it has created another problem, it seems to be stuck on record. My TV comes on with CP24 as the preferred start up station. It is recording it whenever my TV is on. In spite of cancelling the recording activity, the red recording light remains on. I have no idea what is going happen with my scheduled programs for recording or if my hard drive will fill up with CP24 news.

I tried to get back on Rogers' Chat to find out what to do but the Chat does not seem to be available now. Perhaps too many inquiries as a result of this recent download.

[theClubHopper]

Yank the power plug on the back of the PVR. Let it sit for 30 seconds and press the Power button a few times while still unplugged to drain any capacitors. Plug back in, let it do it's thing for 5-10 minutes then check.

By the way, my 8642HD is on the exact same software revision that it was on the morning of Tuesday July 28th, the only thing that has changed is the Guide Listings and On Demand type data.

[nanciq]

Please don't insult the Chimps. They would have smashed the blasted thing  😄

[neilpalmer400]

Well the word is out on the street now.  The Toronto Star's Ellen Roseman (On Your Side) has written about this fiasco (and also mentioned the new billing and Android 5/AnyPlace TV app mess).

http://www.thestar.com/business/personal_finance/2015/08/14/rogers-tv-upgrade-leads-to-headaches-ros...

Now I thought I had seen the worst in public relations from Rogers already on this, but a quote from Aaron Lazarus is the absolute worst statement I have seen from anyone at Rogers on this (though we all know how little there has been in the way of statements from Rogers, other than posts in the Community Forums). 

Aaron Lazarus had the nerve to say:

"the Navigatr upgrade didn’t lead to programs being erased. It was human error in using – or navigating – the new system."

CAN YOU BELIEVE IT - THEY ARE BLAMING CUSTOMERS FOR THE LOSS OF RECORDINGS !!

Now I don't know who Aaron Lazarus is, apart from apparently being a Rogers "spokesman", but isn't that the absolute height of arrogance - blame the customer ?

I didn't even think Rogers would stoop that low.

I was sadly mistaken.   

[KWoo]

I'm out of town and have no idea if this new update messed up my Nextbox 3.0. Is everyone having problems with this new download from last night or is it just a few "lucky" ones?

[Attila_]

Kudos to the people who got The Star to publish that info. Will it matter? We'll see.

I am one of those people who had their NB2 wiped. There was no user error. Turned it on and it was empty. Perhaps it should have never been turned on - new Rogers terms of use?

If the next update screws something up again, at least now the word is out and there will have to be some consequences at their HQ.

[park]

---

@neilpalmer400 wrote:

Well the word is out on the street now.  The Toronto Star's Ellen Roseman (On Your Side) has written about this fiasco (and also mentioned the new billing and Android 5/AnyPlace TV app mess).

http://www.thestar.com/business/personal_finance/2015/08/14/rogers-tv-upgrade-leads-to-headaches-ros...

Now I thought I had seen the worst in public relations from Rogers already on this, but a quote from Aaron Lazarus is the absolute worst statement I have seen from anyone at Rogers on this (though we all know how little there has been in the way of statements from Rogers, other than posts in the Community Forums). 

Aaron Lazarus had the nerve to say:

"the Navigatr upgrade didn’t lead to programs being erased. It was human error in using – or navigating – the new system."

CAN YOU BELIEVE IT - THEY ARE BLAMING CUSTOMERS FOR THE LOSS OF RECORDINGS !!

Now I don't know who Aaron Lazarus is, apart from apparently being a Rogers "spokesman", but isn't that the absolute height of arrogance - blame the customer ?

I didn't even think Rogers would stoop that low.

I was sadly mistaken.   

---

Of course it always is the customer's fault. It says so in Rogers Terms of Service:

Here is the interesting part:

27. 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;

To see for whole document:

http://www.rogers.com/cms/pdf/en/About/TOS_En.pdf

[billmcintyre]

Hi KWoo. No. The problem that iris42 described with a download yesterday seems to be only with her.

How long have you been out of town?

The major and massive unconscionable mess up occurred July 28th in the areas of Newmarket, Oshawa, Ajax, Brampton, Mississauga and Milton - when a significant number of NB2's (8642's) got their PVR's completely erased - including all recorded programs, and future scheduled recordings, and Favorite TV channels selected.

This was at the time of the push out to those areas of the Navigatr "upgraded" guide.

Other than that, many of us have had the USUAL frequent downloads. (It's been happening to me about once every two days - but it's probably more frequent with me because I've been having a MAJOR problem with my NB3 for 2 months now.

[VBDubGirl]

@KWoo It seems to be selected people, although the last person I contacted said it wasn't 3.0s. They each say something different each time you talk to them, so there's no reason to believe any Rogers employee now.

I just got off the phone a few hours ago with someone from the Office of the President. He acknowledged they've had to do some damage control, and that the situation hasn't been handled correctly. Yup, no kidding! And through the conversation I loved the continuous use of the word 'acknowledge'... that way they get to say there's a problem, but technically no blame is placed squarely on them. 

-I was told that I can't get a new 3.0 because I have a 2.0 and exchanging/upgrading for free "isn't possible".

-I was also told that I can't just return the busted 2.0 and get a new 2.0 at a store because "they can't take the old one." (apparently the 'customer service' people in stores don't have hands) A technician has to come to bring a new 2.0 and take the old one.

-I was told that new updates, and any updates going forward, wouldn't delete recordings. HA! As if we're supposed to believe that.

My deal: I'm going to be getting a call back on Monday after the rep does some work, to get a discount of 30% for a year, and a new 2.0 PVR. But I will take it while I keep figuring out which Bell package I want.

[KWoo]

@billmcintyre

I left town early this morning but never thought to check the Nextbox before I left. I got the new Navigatr as well and have been managing my way through it. Thankfully I didn't lose any recordings.....all of my complaints are related to functionality, aesthetics, etc. However, I won't be impressed if the recordings don't work while I'm away!

[billmcintyre]

KWoo: Rogers posted in this forum (or the thread about Navigatr Erased my Drive), I think yesterday, or the day before, that some NB2 owners are going to have their boxes erased again on Monday Aug 17th. This is to "fix" the problem caused earlier.

If you have a NB3 you won't be affected, and Rogers says only some NB2's will be erased (complete Factory Reset). I believe it is only the boxes that had been erased before that will be erased again.

[BS]

Only time will tell. I wonder why I and I am sure most of us don't have a high level of confidence - scarcasm fully intended.

Bruce

[Sauga]

I read the Toronto Star article and I'm glad they will fix the font size and colours.  The name of the channel font is especially small and no one can read it.  

My parents still use the old fashioned VCR to record their programs.  It seems to work a lot better than Rogers PVR.   VCR and tapes are disappearing and pretty soon we will have to get a PVR but I'm really scared now after reading so many problems with the PVRs.  

But I don't know how much better off people will be by going with Bell.  Bell is just as terrible with customer service.  One of their reps once made my mom cry over a bill she forgot to pay one month.   She had never missed a payment in 20 plus years and he basically threatened her and made her feel like crap for forgetting to pay.  She was ill at the time and slipped up.  Bell is a terror as well and their prices are typically a bit larger than Rogers.  

Rogers also at least gives discounts if asked.  Bell gave me nothing when I was with them.  Only when I switched to Rogers did they offer me some discounts.  

I think the problem is lack of choice in Canada.  Where I am it's only Bell or Rogers.  We need 3 or 4 major companies to come in and you will see Rogers care a lot more than before.  Bell and Rogers knows that you really have no where to go for services.  

I do like the customer service reps for Rogers.  They are mostly polite and helpful and I've never been mistreated unlike with Bell or Telus when I had my cell phone with them.  Telus is actually the worst from my experience with them.   I promised never to get a Telus service in my life again after the horrid customer service experience I had with them.  It cost me money to switch to Virgin but I never looked back.

I understand people are really angry over the PVR stuff but I would give it a while longer for things to get fixed before switching to Bell.  If in a month they don't fix anything then I would look elsewhere but I would stick it out for a bit longer.  

[jinx8910]

Why isn't there a uniform compensation for those of us who were victims of the initial rollout? Reading through the threads and the newspaper article, it seems everyone gets something different. I got a 40 dollar credit . Others have received reduced rates + ROD plus movies. Others got drastically reduced rates. Is there not a company policy that customers should receive the same compensation? It's not that I want a bunch of freebies but I think it's unfair that when I pay the same fees I don't get the same service. Are we supposed to call every day and say let's make a new deal? This is absolutely ridiculous.

[neilpalmer400]

---

@jinx8910 wrote:
Why isn't there a uniform compensation for those of us who were victims of the initial rollout?

Are we supposed to call every day and say let's make a new deal? This is absolutely ridiculous.

---

Seems with Rogers it's Let's Make A Deal for everyone.

You can keep your $15 and 6 free ROD movies, or trade it for what's behind door number 2.

[lensman]

jinx8910 wrote: "Why isn't there a uniform compensation for those of us who were victims of the initial rollout? "

I know for a fact they look up to see how long you have been a customer of theirs before deciding what to give away. Different offers for whether you're a six-month customer or a 20+ one (like me).

[jinx8910]

Well that still doesn't make sense then. I too am a 20+ year customer. This whole thing just stinks.

[oaklie]

1. Has anyone had a problem with Navigatr's 'set a reminder' function? On the old guide, you could

set the reminder, and the channel would change by itself. NOW...it reminds you BUT IT WON'T

CHANGE THE CHANNEL. (So annoyed.) Is that what it's supposed to do?

2. Also, we've set the guide to turn the TV on to channel 33 (CNN) but IT WON'T. No matter what

we set it to...(specific channel/last channel watched/guide) it only turns on to (of all things) FOX.

(So annoyed.)

3. And lastly... the title page for recorded shows is awkward. It's hard to determine which show

you want without a snippet of information shown with the title. Used to be better.

4. And now, really lastly....I liked that the old guide allowed two different configurations of the screen.

You could change it to your personal preference. Now? Nada. No choice. (So sad.)

oaklie.

[57]

oaklie

1. Yes, reported before.  If you really care about the programme, set it to be recorded.  RTN firmware was a bit stupid anyway because you needed to set a reminder for each programme, unlike SARA which allowed you to set a "series" reminder.

2. As a workaround, try setting for 1 channel number above the one you want.  If you want 33, try 34.  In your case if it's going to 28 instead of 33, you may wish to try channel 38.

3. Yep, reported often.

4. RTN Firmware dropped the Modern option a few weeks back (late June, early July, depending on your location. There was only one option recently, probably in advance of this switch to Navigatr.

[park]

---

@lensman wrote:

jinx8910 wrote: "Why isn't there a uniform compensation for those of us who were victims of the initial rollout? "

I know for a fact they look up to see how long you have been a customer of theirs before deciding what to give away. Different offers for whether you're a six-month customer or a 20+ one (like me).

---

Since the NB2 and NB3s in the guinea pig areas from July 28 on, no  longer do operate properly, i.e. an easy to use PVR,  I would guess as a minimum Rogers should waive any fees for those boxes until such time they function as well as before.  Hopefully Rogers will figure out a way to comp those who already own their machines.

@lensman Curious if Rogers offers higher comps for newer customers as 20+ year ones are less likely to leave ?

As a very-long-term customer  who now lives in a condo with a many-year-long Rogers contract, I can't even get some of the usual bundle offerings, let alone any of the new customer incentives.

[lensman]

@park wrote: "Curious if Rogers offers higher comps for newer customers as 20+ year ones are less likely to leave ?"

Hhm, good question. Or do they reward loyal customers more? Hard to say, and I'm not sure even Rogers knows  🙂