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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

CC
I Plan to Stick Around

@gjdj

"How do you record a show that has already started?

 

It used to be that if you were watching a movie live, say, and you decided to go to sleep, you could just press the red record button and it would record the rest of the movie.  Usually, it would include the portion you had already watched, but if you had been switching channels it would just record from the moment that you began watching the current channel.  (So if I didn't want to record the part that I'd already seen, I'd just flip to another channel for a moment, flip back and press record)

 

Now how do you do record an in progress movie?  I tried pressing the red record button and nothing happened.  I tried going to the guide and pressing select with the current program and it just takes you to the live view."

 

I have had this same problem. Sometimes I pressed the red record button but it would not record. I tried it with the guide and it worked. And sometimes it works just pressing the red record button. But yesterday, it would not work with either method. And when I checked the guide, it showed that the program was set to record, but the record light on my PVR was not on. I tried it again and it told me that the program was already recording, but it wasn't in the LIST of recordings or scheduled. I couldn't cancel it either. Guess it depends on the mood of the software.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

CC
I Plan to Stick Around

From the various posts on the Rogers Community forums, it seems that NAVIGATR was rolled out sometime in mid 2015. It is astounding the number of complaints from various customers. And these are not just isolated complaints. Customers have the same complaints. My main issues are with (but not limited to) the management of recordings and scheduled recordings. Rogers must have realized how badly accepted the new sofware was. Why would they continue to roll it out knowing that the customers don't like it at all. Why not hold off until the issues were addressed? Did they even beta test it? Shame on Rogers.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

CC
I Plan to Stick Around

At this point there are about 150 pages of comments on this thread. I haven't read all of them, but the ones which I have read are all negative towards NAVIGATR. I would like to know if anyone has anything positive to say. From my perspective the only positive I can give is that it looks nicer. But that is cosmetic. There is absolutely no improvement in functionality. And there are a lot of things which are worse. I now have to push several buttons to do what I could do with one push and it is harder to navigate the PVR.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

CC
I Plan to Stick Around

@mfait

 

You may be right about that. I also tried to record a show which was in progress and had "no information" in the guide. I couldn't record this program either with the record button alone or with the guide. And the program showed that it was recording, but actuallly was not.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

blackiesfriend
I've Been Here Awhile

correct - these were shows I had taped years ago.  I ended up not taping several episodes of Chicago Fire and only realized it when I went to On Demand.  I would have liked to have taped it at a later time so that it was on my PVR.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

molly222
I Plan to Stick Around

@blackiesfriend wrote:

I have a Nextbox 2.0 - I can only tape 2 shows while watching 1.  Sometimes I have 3 shows scheduled to tape at the same time and one doesn't get taped - with the new Navigatr, how can I see if 3 shows are scheduled to tape at the same time?  I have purchased this box so an upgrade isn't possible.

thanks.


I feel your pain...I too own a Nextbox 2.0 (puchased roughly 2.5 years ago...within weeks of 3.0 coming out...which I tried to return at the time for the newer version, only to be told not to worry, that Rogers will support 2.0 for a minimum of 5 years...LOL).  The Navigatr is especially frustrating for us as one of the new "features" was to take away the symbol indicating a sceduled recording conflict.  Now when there is a conflict, the Navigatr will choose for you which one to not record.  If you don't like it's decision, you can sift thru all the Zombie tiles at the bottom and try to figure out which one it decided you really don't want to watch.

 

Also mentioned in the last day or so are the other new features.  No longer can you see a nice clean list of scheduled recordings with any conflicts cleary flagged.  Now you have to sift thru pages of tiles...some with pictures of whats inside, others with pictures of shows that do not match what's inside, and still others that are just plain grey truncating off the title that you didn't really need to read.  Now there are some workarounds to help you with this train wreck.  Rogers will now guide it's customers to this forum where very nice resident experts have compiled guides, work a rounds, and other extremely useful information for us to try and find some use for this big paperweight that we now own (note that these people are not paid by Rogers, just very helpful people).  There is of course the option of now doing all your programming on line using the app.  While it can be easier as others have mentioned, to me there is something wrong when I have to sit in front of my tv with my laptop in order to make my tiles easier to manage.  There is also something wrong when I have to have a post it note on my tv reminding my family not to hit the favorite button because it will mess things up.  Maybe Rogers can reassign this button for closed captioning?  Why is every other remote in hotels, etc. equipped with a CC button but not the Rogers remote?

 

A few posts ago Bruce mentioned doing a survey to find out how prevalant some issues are, i.e. the record button, etc. An excellent ideal!  Of course I'm not holding my breath.  I've been waiting since July 28th for Rogers to acknowledge that there are issues.  It seems that any information or help will only be found in forums, here and elsewhere, by volunteers.  I've learned a lot in 7 months.  The only Rogers email I am going to get is either my bill or a notice of price increase.  Any calls from Rogers will only be pre-recorded messages, saying they are still working on ticket # XYZ  from August.

 

I would like to thank the moderators for taking all of our concerns to the appropriate people.  I have double and tripled checked the entirety of this post, and I am confident that it is all "on topic".

Re: UPDATED NextBox Navigatr - December 2015/January 2016

YtanyaY
I'm a Senior Contributor

@molly222 wrote:

I feel your pain...I too own a Nextbox 2.0 (puchased roughly 2.5 years ago...within weeks of 3.0 coming out...which I tried to return at the time for the newer version, only to be told not to worry, that Rogers will support 2.0 for a minimum of 5 years...LOL).  The Navigatr is especially frustrating for us as one of the new "features" was to take away the symbol indicating a sceduled recording conflict.  Now when there is a conflict, the Navigatr will choose for you which one to not record.  If you don't like it's decision, you can sift thru all the Zombie tiles at the bottom and try to figure out which one it decided you really don't want to watch.

 

Also mentioned in the last day or so are the other new features.  No longer can you see a nice clean list of scheduled recordings with any conflicts cleary flagged.  Now you have to sift thru pages of tiles...some with pictures of whats inside, others with pictures of shows that do not match what's inside, and still others that are just plain grey truncating off the title that you didn't really need to read.  Now there are some workarounds to help you with this train wreck.  Rogers will now guide it's customers to this forum where very nice resident experts have compiled guides, work a rounds, and other extremely useful information for us to try and find some use for this big paperweight that we now own (note that these people are not paid by Rogers, just very helpful people).  There is of course the option of now doing all your programming on line using the app.  While it can be easier as others have mentioned, to me there is something wrong when I have to sit in front of my tv with my laptop in order to make my tiles easier to manage.  There is also something wrong when I have to have a post it note on my tv reminding my family not to hit the favorite button because it will mess things up.  Maybe Rogers can reassign this button for closed captioning?  Why is every other remote in hotels, etc. equipped with a CC button but not the Rogers remote?

 

A few posts ago Bruce mentioned doing a survey to find out how prevalant some issues are, i.e. the record button, etc. An excellent ideal!  Of course I'm not holding my breath.  I've been waiting since July 28th for Rogers to acknowledge that there are issues.  It seems that any information or help will only be found in forums, here and elsewhere, by volunteers.  I've learned a lot in 7 months.  The only Rogers email I am going to get is either my bill or a notice of price increase.  Any calls from Rogers will only be pre-recorded messages, saying they are still working on ticket # XYZ  from August.

 

I would like to thank the moderators for taking all of our concerns to the appropriate people.  I have double and tripled checked the entirety of this post, and I am confident that it is all "on topic".


 

LOL!

But:

DON'T GIVE UP! Every other commercial on TV (Channels I can still view) is about the 4K!

I canNOT wait!

 

Don't bother searching for it though because when it comes up (and I am SURE that it will) clicking on it has no effect (on ANY search results)

Smiley Wink

(All day yesterday but apparently this has already been reported!)

 

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Johnrc123
I Plan to Stick Around

@Rainna wrote:

For the love of God, Please change it back! Our household is a family of 4 and we all hate this 'new' navigator. It's 5 steps backwards. It's slower, confusing, hard to read, just AWFUL. I hope Rogers sees what a huge mistake they've made and fix it fast. I am so tempted to switch to Bell. Is there some kind of petition we can all sign to have them switch it back?


 

There seems to be a petition started here:

 

https://www.change.org/p/rogers-com-rogers-please-rollback-navigatr-for-nextbox

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Foley07
I've Been Here Awhile

The update has made navigating the menu and recording screens next to impossible. It just took me close to 10 mins just to record two shows. It is frustrating and was a total step in the wrong direction as far as trying to improve navigation.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

JeanJ
I've Been Here Awhile

I am not sure who made the decision to change the Menu layout but they should be fired.

 

The menu was nice the way it was before, easy to use and comprehensible.  Sure there were some things that could always be improved but for such a drastic change makes no sense.

 

First off:

Why can't you see the program currently showing when you browse through the shows you recorded like you used to in the last version.

 

Second:

The pictures of the show you recorded is nice but why so big?

 

Third:

The technical issues are so staggering that i would need an entire day to enumerate them.  You watch a show and want to fast forward or rewind and the control does not work or it freezes the unit and re-boots it making you miss what ever you where recording because of the reboot.  FIX IT !!!

 

Forth:

Why not give us the option to return to the old version if we wish.  Why force us to endure the changes and the bugs (which are so numerous) while you try to make this work.

 

No wonder more people are streaming on line now because of this kind of appalling changes.

 

If case you did not noticed, i am not a fan of this new Navigatr.  It is really bad and should be removed immediately until you actually ask people on what they would like to see and make a version that will not infuriate the user thinking why am i spending this much money on this piece of ......

Re: UPDATED NextBox Navigatr - December 2015/January 2016

rgottinger
I'm a Reliable Contributor

There are many usability issues but your third problem is likely your box. I fast forward and rewind all the time to skip commercials on recorded programs and not once has it frozen, become unresponsive or rebooted. I have a 9865HD and my biggest issues are usuability

Re: UPDATED NextBox Navigatr - December 2015/January 2016

deek1990
I've Been Here Awhile

WHAT have they done???   Recording and deleting last night was a nightmare.  10 minutes to scroll to the programs (4 of them) I wanted to record. Then to delete a recorded program after watching it, another 10 minutes to delete.  To delete it, the screen took 3 minutes to load the programs like that one.  Then you finally scroll to "delete" and if you click "ok", it jumps up to "watch" and loads the program!  You do it over and over again until it finally deletes it.  PLEASE FIX THIS!

Re: UPDATED NextBox Navigatr - December 2015/January 2016

User14
I'm a Trusted Contributor

@RogersHassam wrote:

Hi @User14,

 

How are you recording the programs? Are you recording them as series? Are you selecting "record all episodes", "anytime", any day of the week? Also, how long has this been happening since and what was the outcome after the reboot? Did you try recording them again? Do you have more than one box and is it happening on both? 

RogersHassam 


She records them from the guide each morning. Usually it is a one time recording for that day, but she knows how to add 5 or 10 minutes. I have seen her do this a couple of times because of stations schedules not being sychronized with the guide. I am not sure if this is applicable but I thought I would include it.  She might have recorded the View as a series.  After the reboot, it recorded as usual, but this morning she told me to reboot the PVR again because it was so slow, she could not do her normal channel scans to set any recordings. You know the problem..... you press a button, nothing happens so you press another button, nothing happens, then the sequence of commands you pressed all get executed and it takes you into some display you didn't want to go to. 

 

Any chance of the Rogers Corporation or Margaret telling us what is going on with this Navigatr software and what you are dong to fix it?  Who is taking responsibility for this malaise?  

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

CC
I Plan to Stick Around

Another problem (bug) I just found. I was watching a program I wanted to check the details about that episode. I accidentally hit 'List' instead of 'info'. It took me to the list of tiles and paused the program. I exited and it took me back to the program. No I hit 'info', but it does not give me the info, it gives me the list as when I hit 'list' (and again pauses the program). Now I have to get to get to the tile of the program I am watching and drill down to the epsiode. Now I can get the info. But why would I want to get to the list when I hit info? Just because I went there before? This is a minor irritation, but pile it on to the others and you have a mountain of frustration. C'mon Rogers fix this or bring back the old (and better) software.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

BS
I'm a Senior Advisor

Anyone notice that the number of concerns coming forward have decreased since the How to's by Gdkitty and others came out - even Facebook is referring people here.

 

On Facebook, this is not "free work by users", it is peer to peer customer to customer support with technical and support resources also available - I still hold that it was free kind work to help others and free, done because Rogers didn't do it.

 

Now what comes is each new person who wants to put their concerns forward.  Even though we know how to work around it and are learning how to work with the issues, it doesn't mean we like it.

 

Bruce

Re: UPDATED NextBox Navigatr - December 2015/January 2016

sethlwilson
I Plan to Stick Around

After about a month of having Navigatr on my Nextbox 3 I've given up.  The previous UX wasn't great, but at least it had all of the functionality that you would expect from a PVR.  Navigatr has unfortunately rendered the STB useless as a PVR.  It's not just a matter of education either.

 

Consider this.  I had 3 Rogers services:  TV, Internet, and Home Phone; and I've been a customer since 2012.  I cancelled them all today.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

 

Reading comments online, it appears that others hate the new "Navigatr" as much as I do. I suggest you ditch it and go back to the old guide.

 

Don't even try to fix it. It's poorly designed right from the concept. The old one worked fine.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Hello @annemarie,

I think we are stuck with Navigatr - I just hope they restore the 'list' view (similar to the old RTN guide) at a minimum.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Cush
I Plan to Stick Around

Surprise, surprise - I went looking for FIBE info for my location, then went to see what issues were being discussed on FIBE forums, and surprise, surprise I notice a number of the same user names over there looking into FIBE.   Guess I am not the only customer getting fed up.

 

I suppose this message may get deleted, but I am hoping someone at Rogers knows some of the stats about dissatisifed customers; like 96% of unhappy customers don't complain, but 91% of those unhappy customers leave and don't come back.  If that's true, the 1000 or so people complaining about Navigatr represent about 4 % of the unhappy customers.

 

There are a number of similar statistics that should interest a caring company.

https://www.linkedin.com/pulse/20130604134550-284615-15-statistics-that-should-change-the-business-w...

 

I also stopped into a Rogers location to discuss this.  Got total lack of interest from the two guys working the desk.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

BS
I'm a Senior Advisor

@robindp  @annemarie  Unfortunately, having been one of the many advocating for information, support, explanations, and finally moving to being a help to both ourselves and others, I have to agree with robindp -

 

I think we have little options other than the poster 2 back, leaving, and deciding to stay and "learn to live with it", but since there are some significant bugs still in place, we can expect that another bug fix will come at some point.  Hopefully they will consider our conerns and suggestions seriously and do their best to redesign the product to something that we can at least live with.  The previous boxes had their own problems, as it moved from SA to Cisco products in that first buy out, but those boxes were luxury compared to what we have now.

 

But if you decide to stay, for whatever your personal reasons are, we appear to be stuck with Navigtr and its tile interface and if you have been directed to the forum, you will get more detailed and helpful solutions, including our honesty that we believe that we are stuck with the tile interface and hope that the bugs and some of the inefficiencies will be considered for changes.

 

Our only hope is that the supplying companies, Espial and whoever is taking over the hardware side since Technicolor has bought out this part of Cisco's hardware and software portfolio, will take our concerns seriously. Since it took 5 months to get version 2 rolled out, another month to deal with a bug, probably power saver features that were freezing boxes left and right, and then another full build recompile by all parties to the current builds of January, we now are waiting in silence again.  Only time will tell what we will finally end up with.  I strongly doubt we will hear anything until it rolls out to us.

 

Welcome to the forum. Wish we had better answers for you and your concerns of the box, but we can at least provide you support on how to "live with it".

 

Bruce

Re: UPDATED NextBox Navigatr - December 2015/January 2016

BS
I'm a Senior Advisor

@Cush  Those are very good discussion of stats and surveys and the behaviours of customers - as a statistician, we have always said that stats are always skewed by the numbers of people who just don't answer, or move on.

 

And as for the disinterest of the staff, not surprising, they have been listening to this for months, and they have no replies they can give.  Wonder how many sales to new customers have died at the store as they hear someone mention their concerns?

 

In general, no matter who we bring this up to in Rogers, we mostly get feigned interest in our concern, but none of the people we will speak to at all levels of escalation have any answers - they either don't know, or have been directed to not say, and certainly many of the responses on social media are totally canned.

 

item 12 in your post struck me - 12 positive experiences for every bad one - that is also supported in relationship issues, and learning - the figures are similiar - the old saying - it takes one incident to lose trust, and many more to earn it back.

 

This article is excellent and spot on. How many do we see Rogers doing right now? I do know they are considering some of these issues in their improved customer services, but are neglecting many of them when it comes to things that go wrong.

 

Ahh, silence is not golden when you have a concern.

 

Bruce