Programme Information Unavailable on DW (Ch.121)

[57]

For the past few days there has been no programme information for DW channel (121). There is no information showing for the next 2 weeks either.  This means that my series recordings on this channel are not getting recorded.

Would someone else please confirm they see the same thing (I don't believe you need to subscribe?

***ADDED LABELS***

[mebe]

I realize that IgniteTV and Digital TV use different sources for the Guide, but the Digital Guide listings for DW (ch. 195 for me) are working!

So hopefully your IgniteTV listings for DW will soon return.

I don't subscribe to the DW channel, so this was the first time I checked it.

[57]

I have an update on this:  Most of the programme information is now available on the guide, however...

1. There are some programmes that are shown in the guide in German, both in title and description. This should not be and never was the case before.  In some cases these programmes with the German titles/description are the "correct" descriptions if you read German (I can a bit).  There should not be any German titles or descriptions in the guide on this channel.

2. The programmes that I noticed are listed in German are "Weltspiegel" and "DokFilm" (instead of DocFilm), "plan b",  some episodes of "Re", etc.  I don't recall seeing Weltspiegel before, so I recorded the programme this evening and it was a "DocFilm" programme.

3. When I looked at my list of scheduled recordings, none of my series recordings, which still appeared in the Priority list, were scheduled to record.  The only way to get the proper scheduled recordings again was to to delete all of them from the Priority list and redo the scheduled recordings from scratch via the guide.  Simply "modifying" them or adding them back without deleting the ones in the Priority list didn't work.  I had about a half dozen recordings that needed to be deleted from Priority and redone

4. After 6PM on April 9, it shows "Programme Info Unavailable" in the STB Guide.  In the IgniteTV app or browser, the guide is simply blank after that time.  There are also occasional timeslots before then that have "Programme Info Unavailable" for the particular timeslot. I'm hoping this will populate properly in the next day or so.

[57]

A week has gone by, so here's my latest update.

1. There are (still) some programmes that are shown in the guide in German, both in title and description. This should not be and never was the case before.  In some cases these programmes with the German titles/description are the "correct" descriptions if you read German (I can a bit).  There should not be any German titles or descriptions in the guide on this channel.

2. The programmes that are listed in German are now different ones: "Lander-Menschen-Abenteuer" "Nato - Alte Freunde", "Ayahuasca" (which is a DocFilm and was listed properly before this started).

4. After 12AM April 11, it shows "Programme Info Unavailable" in the STB Guide, so the seven days April 11-17 are "blank".  In the IgniteTV app or browser, the guide is simply blank after that time.  There are also occasional timeslots before then that have "Programme Info Unavailable" for some timeslots. I'm hoping this will populate properly soon, since it's been over a week.

[57]

Here's an update on the problem:

There are (still) some programmes that are shown in the guide in German, both in title and description. This should not be and never was the case before.  In some cases these programmes with the German titles/description are the "correct" descriptions if you read German (I can a bit).  There should not be any German titles or descriptions in the guide on this channel. I suspect these are "Docfilm" programmes since there are no listings for Docfilm in the guide any more.

After 6PM May 20, it shows "Programme Info Unavailable." In the IgniteTV app or browser, the guide is simply blank after that time.  Since this problem arose a couple of months ago, programme information has typically only gone out for a week instead of two, but today, the information only goes out for 1 day.

I realize this may be an issue with DW, but it's Rogers Guide that is missing the information, or has incorrect information and Rogers probably has the correct contacts at DW.

[57]

I received two calls today from Rogers saying that the issue with no programme information on DW (121) had been fixed. It has not been fixed - I checked my boxes, my IgniteTV app and IgniteTV on the web.

Customers should not be told something has been fixed when, obviously, it has not!

Edit - I just got a third call saying the issue was fixed.  Not sure why there is such repetition, unless a number of cases were opened on the same topic.  I didn't pay attention to the case numbers, just the date which was the same.

[57]

Update 2024.06.03:

1. The issue with the missing programme information on DW, Channel 121 continues and it's now been over two weeks without any information in the IgniteTV guide whatsoever.

2. I have PM'd the forum mods and they have always responded in a timely manner, however, the issue is apparently with DW and Comcast.  I had no idea that Comcast would need to be involved, but I'm guessing there is some sort of recent incompatibility that needs to be "repaired".

3. Today I contacted DW directly via an e-mail form and I hope that will help. 

[57]

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@57 wrote:

3. Today I contacted DW directly via an e-mail form and I hope that will help. 

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3. I got a prompt response from DW, however, it was totally useless boilerplate that discussed their programming.  Why are almost all corporate front line CSRs so incompetent? (that's rhetorical)  I replied to their response reiterating the actual issue.  Let's see if they "get it" this time.

Over the years I have learned to be very patient - sometimes restating my question/comment several times in order to get my point across or a problem solved.

P.S. I noticed that the occasional programme is now shown in the guide, but 99% of the guide is still empty...

[57]

Update 2024.06.05.  I did get a (proper) response from DW today:

We are sorry, that we misunderstood your message. We have now forwarded your message to our distribution department so they can check-in with Rogers about the EPG issue.

We kindly ask for some more patience.

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I'm wondering if some of these boilerplate e-mail responses are AI generated and it isn't until you persist that you get through to a human.  (Obviously, I realize that certain communications are handled by a bot, but they are usually labelled as such)

[57]

Update 2024.06.12:

1. After 2.5 months of dodgy information and over 3 weeks of no information, the programme guide for DW seems to be populated again. Thank you.

2. I went out about a week and I did not see any German descriptions/titles. Great.

3. While some of my series recordings seem to be set up properly for upcoming programming, I did have to redo some of them by deleting/redoing.