8642HD really SLOW - is this normal?

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I've Been Here Awhile
Posts: 2

Re: 8642HD really SLOW - is this normal?

Mine is the same ,it started happening after rogers did a update about 4-5 months ago then all went down hill

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I Plan to Stick Around
Posts: 14

Re: 8642HD really SLOW - is this normal?

To my dismay I woke up this morning to find my PURCHASED 8642HD force-updated to the new guide.  I was happily using the SARA and had asked not to have any of my purchased boxes updated in the past.  I called in and was told all remaining boxes were being updated without the option to opt-out.  

 

I didn't ask for the new guide nor was I unsatisfied with my SARA guide.  I can no longer use the box as waiting 10 sec after a keypress before something happens is not acceptable.  Even after a power-cycle it still has the same lag so I now wish there was a way to restore the original firmware on my two 8642HD boxes.  

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I've Been Here Awhile
Posts: 2

Re: 8642HD really SLOW - is this normal?

Agree totally. I would like to get the old software back!! Brutally slow, awful FF and REW, 2am "software upgrade" every night (never happened on the old software). I was dreading the day when my old reliable PVR was getting a forced update and that day arrived.

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I've Been Here Awhile
Posts: 2

Re: 8642HD really SLOW - is this normal?

Couldn't have said it better myself.....
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Posts: 1,007

Re: 8642HD really SLOW - is this normal?

Hello @LimboMan & @brownie31,

 

Welcome to the Rogers Community Forums!

 

I know how frustrating it can be when your Cable Service is not as responsive as it used to be. It sounds like quite the ordeal to perform simple tasks on the TV.

 

Regrettably, all digital terminals that were previously running the SARA program guide will be upgrading to the Navigatr program guide. The SARA guide is no longer being supported by our terminals and once the boxes have been upgraded there is no way to revert back to the SARA guide.

 

I understand that this may not be ideal for some customers especially if you've noticed much slower responsiveness since receiving the new software.

 

There are some promotions available now that may cover the rental fee for a Nextbox HD terminal. For more info check out our promotions page on the Rogers website by clicking here.

 

Regards,

 

RogersTony 

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I Plan to Stick Around
Posts: 14

Re: 8642HD really SLOW - is this normal?

I OWNED BOTH of my PVRs.

To go out and rent some new boxes using "the great promotions" is unfortunately not a satisfactory solution to a problem created by Rogers, given things were working just fine (BETTER) beforehand.

If you're going to push an update to break the product, be prepared to replace the hardware or lose your customer.
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I Plan to Stick Around
Posts: 22

Re: 8642HD really SLOW - is this normal?

Same issue here, using an old 8642HD that I purchased, working great with the old guide, then was "upgraded" to the new guide and it's unusable.  I had the same problem a few years ago when they pulled this, called in to complain, was told it was not possible to go back to the old guide, but sure enough after arguing for 15 minutes finally they relented and did it for me, all the while acting like they were doing me the biggest favour of all time. 

 

So, I tried that again tonight, but this time was told in no uncertain terms that the old guide was gone.  The first CSR told me she had received a lot of complaints about the new guide (herself included), so I was thinking "oh good, they're aware of the issue and will be happy to fix it for me this time".  Nope...  She then went on to tell me I had to just live with it and hope for the best.  When I declined to just live with it she got mad at me, kept asking me why I think she would like to me, telling me that she's a Christian and how dare I imply that she is not telling the truth, etc.  I said "no, I believe that you believe that it can't be fixed, but I know that in the past this exact same thing happened and they DID fix it".  She put me on hold to get her manager, only to come back and tell me her manager said the same thing.  I said that wasn't good enough and asked to speak to the manager myself.

 

So, she got her manager (Pavel) who was the most condescending and rude CSR I have ever dealt with in my life, which is saying a lot.  The guy could not have cared less, and basically told me I should have rented my box, that "people don't like change", that I was lucky that my 8642 was even still working, etc., etc.  He was not the LEAST bit sympathetic to the problem.  As I said to him, my TV viewing experience is now completely unsatisfactory, unless I want to stay on one channel the entire time given that switching channels or using the new guide in any way, shape, or form on an 8642 is absurdly slow.  Not only was Pavel completely unsympathetic and unapologetic, he was outright rude, sarcastic, and full of contempt for me - how dare I complain about the new (unusable) guide! 

 

As far as I'm concerned there are only two reasonable solutions: 1) Let customers who don't like/can't use the new guide revert to the old guide, or some form of a less resource-intensive guide, or 2) Offer free upgrades to new boxes that can actually run the new guides.  It's not rocket science...  How they can change their service such that a large population of users will now be unable to use the service with ZERO compensation is beyond me.  If something isn't done I will definitely be cancelling my cable as I was on the verge of cutting the cord anyway.

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Resident Expert
Resident Expert
Posts: 3,624

Re: 8642HD really SLOW - is this normal?

@User0000624(and others who have recently been switched from SARA to Navigatr):

 

Whenever you purchase something electronic these days you cannot expect it to perform forever. Think about a computer, or cell phone or most other electronics. They are basically obsolete in a few years.

 

Yes, I sympathize with you, but you have to be realistic that you got quite a few years out of your 8642, it cost you less than a rental, and it's now "obsolete".   At least it does still operate, but like an old computer, it's now slow and you need to replace it.

 

By talking to Rogers Retentions, I believe you may be able to negotiate the free rental of a 9865 for 1-2 years, at which time there will again be new technology at Rogers - like IPTV, etc.  Or you can try logging in and sending a PM to Community Helps. See the link below:

 

http://communityforums.rogers.com/t5/user/viewprofilepage/user-id/1446984



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I'm a Senior Advisor
Posts: 3,674

Re: 8642HD really SLOW - is this normal?


@RogersTony wrote:

Regrettably, all digital terminals that were previously running the SARA program guide will be upgrading to the Navigatr program guide. The SARA guide is no longer being supported by our terminals and once the boxes have been upgraded there is no way to revert back to the SARA guide.



Whoa there! I hope you're not saying Rogers is about to destroy my two owned SA8300 PVRs, which will only run on SARA. Say it isn't so!


Rogers PayGo. Location: S-W Ontario
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I Plan to Stick Around
Posts: 14

Re: 8642HD really SLOW - is this normal?

Hopefully your boxes will escape the firmware push. I'm now looking at options, even outside Rogers. Something I had never considered doing honestly, but this move was extremely disappointing. It's one thing to expect products to become obsolete, but it's another concern altogether when something works one day and not the next, due solely by a move by Rogers.

This effectively is pushing those of us owners from previously not having to pay a monthly fee, into a paid rental or full purchase scenario.