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UPDATED NextBox Navigatr - December 2015/January 2016

RogersMargaret
Community Manager (Retired)
Community Manager (Retired)

Hi Community,

 

On December 15, 2015, I let everyone know that we had started to roll out the updated Navigatr guide.  Take a look here for that post. 

 

As we continue to roll out the update, customers will be notified ahead of time that they will be getting the new software.

 

If you have received the updated Navigatr software (i.e. since December 15, 2015) and would like to ask a question and/or share your findings/learnings, please do so in THIS THREAD.  

 

As always, the Community Guidelines and Terms of Use apply.

 

Thanks very much for keeping the community a pleasant place to be!

 

~RogersMargaret

 

2,250 REPLIES 2,250

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Hello @Saildude28 and @Marijna,

 

Welcome to the Community! 

 

@Saildude28, Can you please tell us what issues you have been having since your services were installed and if you have already reached out for support regarding these issues? Details would be helpful in order to assist further. 

 

@Marijna, did you try rebooting the box and did that fix the issue? 

 

Thanks, 

RogersHassam 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Hi RogersHassam I have called support dozens and dozens of times.  Replaced boxes had all levels of support techs in to try and fix had the cables replaced in and out only to have the last update fix the known issues.  Tonight after the newest update everything froze. I rebooted twice and after a frustrating hour or so back up. Gave up on calling support or chat as the wait was too long. Ended up calling bell. 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

@Saildude28, I'm sorry about your negative experience. You mentioned that the known issues you had were resolved after the update but you had to reboot it twice since the update and now it's back up and running? Please continue to use box now and let us know if you still have issues going forward. We can help you here and you can always PM @CommunityHelps as well. 

 

Thanks, 

RogersHassam 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

molly222
I Plan to Stick Around

HELP!!!!!!!!!!!!

 

This is not getting any better...it's getting so much worse!  The box keeps freezing...it may freeze on...and you can't turn it off, or change the channel, use the guide...nothing...it just freezes!  Or it will freeze "off" and you can't turn it on.  The only thing to fix it, is to unplug and plug it in again.  I have tried the reboot from settings suggestion as well.  All the reboots only makes it work for a few hours, then I'm back to freezing again!  I have spent more time rebooting than watching shows.  It appears with every reboot, the time frame before it freezes again becomes shorter.

 

I've seen these same freezes reported by many other users on this thread....does anyone know if Rogers is looking into this...I've talked to a few Rogers tech help and they have no answers...can offer me no help...at this point I virtually have no TV anymore...unfortunately I paid $500 for the box...so I own it...switching to Bell at this point is throwing $500 down the drain!  Although at this point I'm paying for a Rogers service I can no longer use.

 

Is it possible that all the pretty picture tiles are clogging up the Box's and causing them to freeze?  It seems that the more pictures that are added with every reboot, the slower the box, and the more freezes!  I never had this problem before.  I thought the July update was bad...at least I could watch programs...now I have nothing!

 

I AM BEGGING AT THIS POINT....IS THERE NO-ONE AT ROGERS THAT CAN HELP US GET OUR TV VIEWING BACK???????????????

 

I AM VIRTUALLY IN TEARS OVER THIS...CAN ANYONE AT ROGERS PLEASE PLEASE PLEASE PLEASE HELP ME?

Re: UPDATED NextBox Navigatr - December 2015/January 2016

billmcintyre
I'm a Trusted Contributor

Hi @molly222

 

I'm sorry to hear about the experience that Rogers is putting you through.

 

I wonder, if maybe, the problem you're having is related to the other issue some are reporting about the box going into 'sleep mode' because the energy saving feature is locking the box up.

 

This is only speculation on my part, and this may certainly not be related to that issue - but once the box is working - how long is it before it doesn't?

 

You may want to scan this forum for the posts I mention about people saying their box shuts off to 'save energy' since the most recent Navigatr update.

 

IF this is the cause of the problem, you might notice a message flash up on your TV before the box shuts off.  But this will mean you will need to spend your time watching the TV screen like a hawk.

 

Calling Rogers tech help MIGHT also be helpful.  Some of their tech people are quite sympathetic.

 

Good luck - and know that you are not alone and many of us feel your pain.  (I don't know if knowing that makes you feel any better.)

Re: UPDATED NextBox Navigatr - December 2015/January 2016

billmcintyre
I'm a Trusted Contributor

Hi again @molly222

 

Here's someone else who I think is having the same problem you are:  (starting on page 34)

http://www.digitalhome.ca/forum/61-rogers-cable-tv-hd-pvr-discussion/243074-new-rogers-navigatr-firm...

 

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

YtanyaY
I'm a Senior Contributor

Hi ,

Well me too - I am beyond furious and upset

But on an upnote, the UNAFFECTED box in my house was having issues tonight (it rebooted; froze; and had MAJOR delays) etc 

 

So as billmcintyre said it might be something else.

 

I was wondering what would happen if EVERYONE HERE rebooted simultaneously at a PREDETERMINED time tomorrow? (And did so by unplugging for x number of seconds or minutes?)

 

Possibly it would *shock* the boxes into semi-functioning?

 

Anyone else?

 

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

I tried to call in to support to try reauthorizing/rebooting from their end, silicone sally now only says to unplug to reboot. There used to be a choice in the phone support to get authorization of the netbox which I hoped would fix this but no it is not available. I am going to now call when rogers is open as customer support on phone not available at this time, since when did rogers customer service only work 9-5??? Thanks again rogers, improved again. NOT!!!!!

Re: UPDATED NextBox Navigatr - December 2015/January 2016

molly222
I Plan to Stick Around

Thanks billmcintyre for the suggestions...I don't think it is the "sleep" issue as it actually happens while I am watching and I don't get any messages to warn me...it just out of the blue becomes unresponsive.  The link you sent is very helpful though as it appears many people in that forum are discussing the same issue...so far no-one has any fixes though.

 

Re:  YtanyaY...I am wondering if your suggestion may actually be one of the problems...with so many people continuously rebooting, is it overloading the Rogers system?  Although at this point what do we have to loose?

 

At this point through the Rogers forums and other digital forums, I am counting at least 13 people with this exact same issue...whether you call it "unresponsive" "freezing" or the turn on/off problem...which is how mine initially started on day one...now on day 3 I realize it won't turn on/off or change channels because it goes into "unresponsive/freeze" mode.

 

I plan to see if any of the overnight reboots fixed anything...call Rogers one last time...then maybe cut my losses and either switch or just cut the cord altogether and watch online.

 

Real shame...I've been a Rogers customer for 35 years...it's not a matter of the money I'm paying for no reliable service...if they would actually fix it, I would pay more...who ever thought watching TV would become this complicated?

Re: UPDATED NextBox Navigatr - December 2015/January 2016

SDRF
I Plan to Stick Around

molly222 I feel your pain. I had exactly the same kind of issues but with the last "improved" Navigatr software. I'm not sure but I think it may be a combination of software and "firmware" that actually controls the functions of the box. If the new software doesn't play well with the firmware in the box you have issues like freezing. 

 

Mine eventually sorted it self out. If I were to recommend anything it would be to try and do regular controlled restarts  (before the box actually freezes). Settings-->Troubleshooting-->Restart Desktop Box. That will allow firmware updates to happen if they are there.

 

What is really frustrating is that Rogers ( who moderates this site and therefore knows the issues) can't come up with some mechanism to allow customers to get past the useless first line support or at the very least send an email to customers like you who are in obvious distress telling them that hundreds of other users have the same problem and they are trying to fix it.

 

Worst customer support / customer relations of any company anywhere.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

daniellager
I've Been Here Awhile

Same thing happening to me. I'm assuming its downloading new updates every couple of hours since its got new pictures on the recordings screen each time i turn on the tv.

Problem is when i go to turn on the nextbox, it will not turn on....just the time is displayed. I have to unplug the box and then seems to be okay until the next download. Seems like its in the middle of download or not finishing the reboot process??

Re: UPDATED NextBox Navigatr - December 2015/January 2016

molly222
I Plan to Stick Around
Exactly what's happening to me as well...although I can't imagine that Rogers is downloading every 2-3 hours just for the sake of adding some more pictures. I'd rather be watching a show than looking at a new picture and having to reboot every time!

Re: UPDATED NextBox Navigatr - December 2015/January 2016

YtanyaY
I'm a Senior Contributor

Hi SDRF

"What is really frustrating is that Rogers ( who moderates this site and therefore knows the issues) can't come up with some mechanism to allow customers to get past the useless first line support or at the very least send an email to customers like you who are in obvious distress telling them that hundreds of other users have the same problem and they are trying to fix it."

It doesn't help me if 100's of others are having the same issues: They appear to have been having them since July (2015)! That's 6 months of *time* to attempt fixes (although IMO the basic interface is ONE BIG FLAW with NO tangible SOLUTION and they should redo allof it - get a new company to PROPERLY PLAN and eventually WRITE a program for people who use TELEVISION).

 

"Worst customer support / customer relations of any company anywhere."

I am not in business but even with lemonade stands (as a kid), the good lemonaid sold better than the watered down lemonade - the watered down lemonade stands eventually went out of business.

 

IMO the action / inaction of the company would be a good example as a teaching model on what NOT to do in business.

I haven't called them recently but when I have about this (today's its 3 week "anniversary") the technicians have not even been able to FIND the information!

BUT they are ALL VERY SORRY...

Re: UPDATED NextBox Navigatr - December 2015/January 2016

CraigC
I Plan to Stick Around

I opened up my PVR guide and tv guide this morning to find the newest update to the system.  My first impression is that it is very confusing and is a lot more difficult to use.  To me this is a setback and not an upgrade at all.   There may be some some features that are an improvement but I haven't found one yet.

1. Using the PVR recording guide has removed many features such as looking up recordings or set recordings by channel and other ways.  The older version had 4 ways to review your upcoming recordings, now there is only two.   

 

2. Using the recorded guide is now in thumbnails rather than a line by line text.  Not sure why they decided to use thumbnails.  Thumbnails are good if there are pictures of the show or movie but there isn't a picture in the thumbnail so all it does is use up a ton of real estate of your screen for each recored show and it takes forever to navigate through all my recordings.

 

3. The previous version allowed you to go forward and back in the Alphabetical sort from A to B etc and also A to Z.   Not now, you can only go forward from A to B etc.  So if you have lots of recordings like I do, it takes a long time to get to the ones at the end of the list such as the WXYZ shows.

 

4. If you go into you recorded shows and delete it, then it boots you back to letter A shows rather than where you left off, say and letter M etc.  This is very frustrating to navigate back to where you were and carry on.  

It also doesn't allow you to always back up to where you were, it will boot you back to Letter A shows each time.

 

5.  When you look at your recorded shows, it doesn't tell you what channel it was recorded on so if you want to look at the tv guide or if by chance you have two recordings of the same show, you don't know what channel to go to to find out what channel recording you would like to delete.

 

6.  Now I have several thumbnails for the same shows, some as many as 6 thumbnails for the same show recorded at different times.  Some shows have all of the recordings bundled into one thumbnail but some don't. 

 

7.  Its really a bad update.

 

Come on People, you can do better than this, did you not run Beta versions through user groups for a while to figure out where your shortfalls are?   It doesn't appear so because I found several problems with this update within moments of using it.   And its not just because I need to get use to it, this is a down grade in technology, NOT an upgrade

Re: UPDATED NextBox Navigatr - December 2015/January 2016

SDRF
I Plan to Stick Around

I have given up calling Tech Support. The only advice they can give is 5 different ways to say reboot the box.

 

I do however feel sorry for them. They don't write or roll out the defective software and they did not make the decision to purchase the Cisco boxes which obviously are not up to the job.

 

From what i have seen the advice given in the forums, although mostly ineffective because we can't fix the software, is far better than anything given by first line tech support. If you can manage to get to second level support or above you will at least get someone who understands the issue. Unfortunately mostly the response is "ya wer're aware. The product sucks but hopefully the next release will fix that issue."

 

I think they are dumping the Cisco box so maybe the next version will be better.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

SDRF
I Plan to Stick Around

Absolutely agree!

 

This whole thing of  going back to A when you delete a program is hugely frustrating. Not sure if it will now hold the sort settings. Previous version would always revert back to Most Recent. Alphabetical sort also now seems to be suspect. The Big Bang Theory was showing up BOTH under B (Bang) and under T (The)??

 

WOW

Re: UPDATED NextBox Navigatr - December 2015/January 2016

YtanyaY
I'm a Senior Contributor

LAUNDRY LIST addition:

NAVIGATRING through PVR RECORDINGS and SEARCH RESULTS ...

When you try to navigate through the 2 rows of 6 boxes  (assuming you don't hit a "filter" button b/c  then some boxes are semi-transparent / hidden)

One gets:

1 -> 2 -> 3 -> 4-> 5 -> 6 -> -> -> -> ---- doesn't matter the number of times you hit the right arrow: nothing.

You instead have to hit the down arrow which takes you NOT to 7th BOX, but to 12th BOX!

1 -> 2 -> 3 -> 4 -> 5 -> 6 V 12

Then to actually get to the 7th box, you have to hit the RIGHT arrow [<-]

 

["->" = right / forward arrow; "V"= down arrow; "<-" = right back / arrow]

 

ALSO if I find 2 copies of same movie (assuming I have chosen among the MYRIAD of ordering possibilities (all TWO: title or date)) I cannot keep track of which one I may want to delete * since going back to the movies (recording) boxes ALWAYS starts at the TOP.

... AND ...

Because the BOXES have no info aside from some image (sometimes) and the title, I never know which one I have just seen / skimmed.

 

(Similar with the search results)

*I record multiple movie copies since they usually stop before the end and the more copies I have, the more likely I will get ONE which goes to the very end

Smiley Surprised

Re: UPDATED NextBox Navigatr - December 2015/January 2016

shan-man
I Plan to Stick Around

I was a victim of the initial rollout of Navigatr and I received the latest update earlier this week. I'm giving it a few days before I report in on all my issues. However, there's one showstopper that I need to report now:

 

Three times so far, with my Nextbox 3, I've been UNABLE TO TURN ON THE BOX! Yes, I'm shouting. All three times I was UNABLE TO TURN ON THE BOX with either the remote or the power button on the front. I had to unplug it, plug it back in, and wait for the long boot process before I could use it.

 

When this happened today I decided I wasn't going to wait and went downstairs to watch on the Nextbox 2.

 

Rogers, I'm not the only one reporting this. You need to fix this NOW. I'll be cancelling my cable services if I can't even use them because I'm UNABLE TO TURN ON THE BOX!

Re: UPDATED NextBox Navigatr - December 2015/January 2016

mpfc75
I Plan to Stick Around

@YtanyaY wrote:

*I record multiple movie copies since they usually stop before the end and the more copies I have, the more likely I will get ONE which goes to the very end

Smiley Surprised


YtanyaY, did you know that when you set up a recording (one off or series) you can request that it records past the scheduled stop time?  I do that for some shows like "The Knick" or "Game of Thrones" on HBO which often seemed to run a few minutes past the end of the scheduled end time.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

2btops
I've Been Around

I see there are many changes being made. Yesterday I had to reboot the box 3 times in order to access Guide. Today I clicked on Guide and no stations are showing. How do I fix that?

Re: UPDATED NextBox Navigatr - December 2015/January 2016

RogersDarrell
Community Manager (Retired)
Community Manager (Retired)

Hey Community,

 

Starting today, we’re rolling out the new Navigatr software to some NextBox cable customers in communities north of Toronto and to the east – Barrie, Orillia, Richmond Hill, Orangeville, Caledon, Collingwood, Elmvale, Bolton, Midland, Owen Sound, Scarborough and Pickering.  Starting Monday, we’ll be rolling out the software to all NextBox cable customers in Toronto and Etobicoke.

 

We’ll keep you posted on upcoming Navigatr updates to the rest of our cable footprint, in addition to notifications customers will be getting by mail, email and text.

 

 

RogersDarrell