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Nextbox3.0 freezing on playback

keya
I've Been Here Awhile

I own a nextbox 3.0 pvr. I was told to swap it out for a new one about a month ago because it was freezing during playback. They gave me a refurbished one that worked at first but now is doing the same thing. I spent over two hours on phone today with tech support, then loyalty, then a manager. At first they wanted me to swap out the box again. I have a brand new 4k smart tv and Onkyo a/v receiver surround system that the good people from Onkyo helped me to set up and calibrate. I told folks at Rogers that it did not make sense to keep swapping out boxes, getting refurbished replacements and having the same problem happen again—too frustrating. Looks like I will have to try a Rogers 4k pvr on rental since they do no sell them anymore and see how that goes. If it doesn’t work any better, I will be switching everything except my cell phone from Rogers to Bell and getting Bell fine and a free whole home pvr instead of paying monthly rental to Rogers. Rogers is reluctant to admit that the nextbox 3.0 has major flaws and is offering me no real incentive to keep on using them after I have been a loyal customer for 30 years. I thought they might at least give me a break on the 4k pvr, but no such luck—so much for their loyalty department.

 

 

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40 REPLIES 40

Re: Nextbox3.0 freezing on playback

57
Resident Expert
Resident Expert

Often such issues are a result of a poor signal to your home or neighbourhood. Please see the following post on the topic:

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M42...

 

As you have noted, it's usually not worthwhile replacing the box numerous times if the issue is actually somewhere else. Give Rogers a call and have them check the signal at your home and neighbourhood and you can even check the signal yourself using the link I provided.



Re: Nextbox3.0 freezing on playback

billmillen
I'm Here A Lot

Had a technician in for work on my cable. I mentioned the freezing programs on the Nextbox and he said, it's the machine and no cure. This model is subject to this kind of failure. On looking through information on the pvr, apparently it is wide spread. Like kind of a defective pvr. Kind of annoying. I had the old Scientific Atlantic and it lasted almost 8 years before it died. This one not even 3 years. I don't know if there is a new pvr available for rogers that isn't 4k. I don't know that I want to spend more on buying another unit if Rogers sells defective units.

Re: Nextbox3.0 freezing on playback

I think it is all blind luck. The old SA8300, I rented back in the day.. and I had to replace it every 1.5 ish years or so 😞 Which exact model do you have? If you have the 8642, there is the newer nextbox3 (the 9865), which is actually a much better box. If you have 9865, the only newer is the 4k units. One big issue, is that cisco has dropped out of the TV market, and are not providing any more updates, new, support for any TV boxes. You cant 'buy' the boxes anymore, at least from rogers. If a retailer had them you might be able to.. or buying a used one (but thats a risk in itself too for how long it may last). Only rent. As rogers is trying to move everyone over to the newer IPTV based Ignite service. MAJOR advantage this way, is that the PVR itself is moved away from being hardware at your end that can fail, to a cloud based. But ignite is not necessarily for everyone yet. It will eventually in some number of years the only main choice.. but right now can be MORE expensive for some to change to.

Re: Nextbox3.0 freezing on playback

Yeah it's the 8642. And I guess I'm stuck with renting a new over.  I don't have ignite tv either and not aiming for cloud based until Rogers offers unlimited at a reasonable rate. Right now it's too expensive.

Re: Nextbox3.0 freezing on playback

57
Resident Expert
Resident Expert

Here are my comments.

 

1. The 8642 is quite old.  If you look at the manufacturing date, it's probably almost 10 years old.

 

https://communityforums.rogers.com/t5/TV/8642HD-really-SLOW-is-this-normal/m-p/416264#M45267

 

2. You can purchase a 9865 used (Kijiji?) for about $125-150.  A lot cheaper than paying rent.  Here are the caveats:

 

https://www.digitalhome.ca/forum/37-rogers-cable-tv/64632-guidelines-selling-buying-used-rogers-term...

 

3. Some of the techs are pretty lazy and often point at the box as being the problem. I'm not saying it's not, however, the signal at your home or in your neighbourhood is most often the problem and not the box.  This is especially true if you're having other issues like poor access to some (SDV) channels, or ROD programming.  Call Rogers and have them check the signal in your home and neighbourhood.  Here's a post on that topic:

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M42...



Re: Nextbox3.0 freezing on playback

Mko
I Plan to Stick Around

My nextbox 3 routinely freezes during playback.  I get this image / message in the lower right corner of the TV screen.  Any idea what it means

 

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Re: Nextbox3.0 freezing on playback

57
Resident Expert
Resident Expert

Yep, that's a strange one. You would usually see how many minutes are remaining in the programme there - something like -15 for minutes.  It's possible you have reached the end of a recording that didn't record the entire programme?  Is the red record light on, on the front display?  Do you have a "runaway recording?"  Is this for "pause live TV" or for watching a programme that has finished recording?

 

Have you gone into your list to see how many percent of your hard drive you've used up?  What does that say?  Have you checked the signal per my previous post (2 posts up)?



Re: Nextbox3.0 freezing on playback

Avid-
I Plan to Stick Around

IT IS THE BOX, IT IS NOT THE SIGNAL!

 

I have 2 Nextbox 3.0 PVRs.  Both work perfectly while watching cable programming.  One freezes up during recorded program playback and the other one plays recorded shows perfectly.  The problem with the bad box started recently, since about March 2019 and is now happening more and more frequently.

 

After reading post in this thread and others, I am absolutely convinced it is a box problem.  I am reluctant to restore to factory settings since I will lose many of my favorite programs that I have yet to watch.

 

If there are any solutions, I am quite eager to know.  This is time sensitive since I am running out of hair to pull out! 😞

 

Mike R. 

London, ON

Re: Nextbox3.0 freezing on playback

57
Resident Expert
Resident Expert

@Avid- It certainly could be one of the boxes has a hard drive problem, however, it's often the signal.  Here are a few things to try.

 

1. Try swapping the location of the boxes to see if the problem follows the box (then it's the box) or stays in the same location (then it's a signal issue).

 

2. Try doing "pause live TV" to see if the recording instantly goes "bad" as compared to watching "live".

 

3. Check the signal at the boxes on various channels - different home locations can have different signals. See the following post on that topic:

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M42...

 

4. If you can conclusively prove that the box is the problem (hard drive) you can replace the iHDD, however, you'd lose the recordings on it.  You could try a factory reset first.  See link below:

 

https://www.digitalhome.ca/forum/61-rogers-cable-tv-hd-pvr-discussion/211002-upgrade-replace-ihdd-98...



Re: Nextbox3.0 freezing on playback

Tbutters41
I've Been Around

I get the same thing. It usually happens when I’m a week late with a payment. The “customer service” people deny this, but the correlation to too pronounced not too be a factor.

 

I too may be taking my $700/month 3 phones, unlimited internet, and four TV boxes back to Bell.

Re: Nextbox3.0 freezing on playback

Avid-
I Plan to Stick Around

As noted in my original posting, IT WAS THE BOX!  I followed all of the suggested fixes, including Rogers" technicians attending on-site three times where they replaced cable terminations, amplifier/splitter, and the main feed-in cable from their distribution line.  The problem persisted.

 

After all of that, I removed the hard drive from the offending box and reformatted it using an adaptor (about $20) and Windows 10.  This ultimately concluded in the same problem - play-back freeze.

 

My final resort was to take the hard drive from an old original Nextbox (1.0, owned not rented), format it under Win10 and install it in the Nextbox 3.0.  Problem was resolved and is working A-OK as of this posting.  😊😃

 

Summary:  replace the hard drive in the box.

 

Mike R.

London, ON

Re: Nextbox3.0 freezing on playback

OttawaHere
I Plan to Stick Around

Hi ,

In the last few weeks my Nextbox 3 has been freezing ( picture frozen/stuck  and can't turn off box or change channels) If I leave it alone it will sometimes re-start playing but at the current time.

 

My question is .... Is my box failing or is it a network thing because of extra use?

 

(i have un-pluged / plugged in to restart when it seems not to start within 5 minutes)

 

Thanks for any advice

 

Mark

Re: Nextbox3.0 freezing on playback

57
Resident Expert
Resident Expert

Have you checked the signal after the box has rebooted?  Have you called Rogers to check the signal at your box or in your neighbourhood.  I assume this is happening on "live" channels, not recordings.  Here's a link on the topic of signal.

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M42...

 



Re: Nextbox3.0 freezing on playback

OttawaHere
I Plan to Stick Around

Thank you for your advice / suggestions. Yes it's on live tv.
I will check my connections as soon as I can.
I don't think my TV is important enough to have a technician in my home. However if it was a signal issue could they do ''something'' remotely ?
Thank you
M

Re: Nextbox3.0 freezing on playback

57
Resident Expert
Resident Expert

@OttawaHere wrote:

1. I will check my connections as soon as I can.
2. if it was a signal issue could they do ''something'' remotely ?

1. You can also check the signal yourself at the NB3 using the link I provided in my previous post.  Try a few different channels, especially channels that are not watched so much like say TCM-HD, PBS- HD or CBCNNHD, etc.

 

Here are the steps that usually take place:

 

2. You call (or chat with) Rogers and they check the signal remotely.  If they cannot isolate the signal issue to an "outside the home" problem, then they usually need to send someone to the home first to see if the issue is there (inside technician).

 

3. If the signal problem is traced to an issue outside the home - say a poor signal at the node or neighbourhood, then they may send an outside technician to take care of the problem.

 

Click Technical Support and go from there:  https://www.rogers.com/consumer/support/contactus



Re: Nextbox3.0 freezing on playback

OttawaHere
I Plan to Stick Around

First ...thank you 57.
The freezing problem has vanished but I think I know why.
I live in a townhouse which I was told was three units away from the Rogers junction box. My new neighbour left to self isolate elsewhere and the problem left too. I think she was streaming a lot. Could that have been the issue ?
I'm not contacting Rogers until corona has at least calmed down somewhat ( or my neighbour returns)

Thank you again

Re: Nextbox3.0 freezing on playback

Greetings @OttawaHere!

 

That's actually really interesting that your connection cleared up after just that one neighbour left. "Streaming a lot" would be a dramatic understatement if your connection has improved tremendously after she stopped using hers.

 

In a situation like this, she may well be abusing her connection which is causing the entire area to degrade. I've seen it before. I'd like to start an investigation based on this information so that we can review the usage in the area to ensure there isn't any single connection using more bandwidth than they reasonably should.

 

Please PM us @CommunityHelps so we can get started. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: Nextbox3.0 freezing on playback

OLDYELLR
I'm a Senior Advisor

@RogersCorey wrote:

Greetings @OttawaHere!

 

That's actually really interesting that your connection cleared up after just that one neighbour left. "Streaming a lot" would be a dramatic understatement if your connection has improved tremendously after she stopped using hers.

 

In a situation like this, she may well be abusing her connection which is causing the entire area to degrade. I've seen it before. I'd like to start an investigation based on this information so that we can review the usage in the area to ensure there isn't any single connection using more bandwidth than they reasonably should.


Could you please explain exactly what that would be? If a customer has unlimited internet, how can they be using "too much". 


Rogers PayGo. Location: S-W Ontario

Re: Nextbox3.0 freezing on playback

Greetings @OLDYELLR!

 

There are many ways a user may potentially interfere with our network operations that could impact other users. The pertinent part of our Acceptable Use Policy is detailed as such:

 

Prohibited Activities Without limitation, you may not use (or allow anyone else to use) our Services to:

 

xii. restrict, inhibit or interfere with the ability of any person to access, use or enjoy the Internet, the Services or any Equipment used to connect to the Services, or create an unusually large burden on our networks or third party networks for which we have roaming or network sharing agreements, including, without limitation, posting, uploading, transmitting or otherwise making available information or software containing a virus, lock, key, bomb, worm, Trojan horse or other harmful, limiting, destructive or debilitating feature, distributing mass or unsolicited e-mail (“spam”) or other messages, or otherwise generating levels of traffic sufficient to impede others’ ability to send or retrieve information, or to use the Services in an abusive manner in connection with any unlimited packages, options or promotions;

 

Regards,

RogersCorey

Re: Nextbox3.0 freezing on playback

OLDYELLR
I'm a Senior Advisor

Thanks for the info @RogersCorey .  I can see where someone sending out thousands of spam emails would strain the system. But there are lots of politicians sending those currently and lots of organizations mass emailing subscribers. Would they need a higher level internet access?  On Sunday I watched a streaming video with over 1000 others watching. Could this neighbour have been doing something like that which caused the problem?


Rogers PayGo. Location: S-W Ontario
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