IPG Inconsistencies

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I Plan to Stick Around
Posts: 99

Re: IPG Inconsistencies


@Customer01 wrote:

Seriously, they only just found out?  Don't they monitor their own product?  Well, of course not!  I'm beginning to suspect that nobody who works there uses their own product.


They were told 17 days ago...and repeatedly since then.  They only "Listened" and actually bothered to "check" today when I asked them to humour me and check their own equipment.

 

Obviously they do not monitor their own product...they have us to do it for them.

Resident Expert
Resident Expert
Posts: 3,026

Re: IPG Inconsistencies

My post 1 of this thread is over 2 months old and many of the issues listed in this thread have been going on for years, not months or days. Rogers have been advised, but they almost never do anything about these sorts of issues.

 

I've been communicating with Rogers on numerous STB/IPG issues for roughly 15 years, but I get tired of banging my head against the wall and simply "work around" most of these issues unless I"m repeatedly affected directly.

 

I have been contacted by Rogers and have again provided most of the information in this thread in a slightly different format as requested.



I Plan to Stick Around
Posts: 99

Re: IPG Inconsistencies

Hi @57

 

You're right...most of your issues in post 1 have been going on for years, and have been getting worse in the past few months.  What I was specifically referring to is the "no information" across MANY channels, then more channels as the days progress, until it finally is on ALL channels by the evening of day 7 in the guide.  This started on my NB3 May 10th immediately after the Navigatr update.  The guide was fine in the morning, got the update early afternoon, guide was then messed up.  Tried numerous reboots that didn't fix it.  Would be like this for about 3 days, then be OK for another 4 days, then be bad again for 3 days, etc.  During all this, my NB2 showed proper, full guide info.  But, as of yesterday morning, it also showed up on my NB2...i.e. the same "no information" as described above.  The tech's that came to the house over the past few weeks said they knew it wasn't a box issue or a signal issue because of the varying time frames when the "no information" shows up...i.e. wasn't the exact same time across all channels...and they'd seen it at other calls.

 

I noticed this morning that both boxes now seem to have full guide info again for 7 days...with the usual exceptions of the odd channel like Spark that has the occassional "no information"...which is still unacceptable as the information is available thru other means (and one of the issues that you refer to in your posts).  I believe there may be two seperate problems here...the issues that you are referring to, which are getting worse, and a more recent problem with the guide actually loading/communicating properly.  I am hoping that last nights "fix" is a permanent one and this problem doesn't resurface in a few days as it has been over the past few weeks.

 

Thank you @57 for continuing to contact Rogers about the many IPG issues.  It is beyond my comprehension though why they don't have a Rogers employee actually checking the guide on a daily basis...it wouldn't solve all the IPG problems...but it certainly would be a start.  If Rogers can charge us all more for specialty channels, then they should be able to have 1 Rogers employee check daily and make sure we have guide info for those channels.  If it's a problem with a third party provider, then get a new one.   The ongoing issues that you have listed have gone on for far too long.  It's unacceptable that you and I, and I'm sure many others, have to use other sources to get basic, correct, guide info.  Rogers should spend less time making it "look pretty" and more time actually providing a guide that is accurate...lipstick on a pig...

 

 

 

 

I'm a Senior Advisor
Posts: 3,546

Re: IPG Inconsistencies


@molly222 wrote:

They were told 17 days ago...and repeatedly since then.  They only "Listened" and actually bothered to "check" today when I asked them to humour me and check their own equipment.

 

Obviously they do not monitor their own product...they have us to do it for them.


Clearly they don't, or at least those that do don't have the knowledge or interest in what customers are actually experiencing.

 

On this forum we have a number of very experienced customers familiar with all the shortcomings in the latest Rogers hardware and software. These are the people Rogers needs to recruit, for suitable remuneration, to keep tabs and report what needs to be fixed. After all, the customer is always right. What we have presently is the "police" policing the "police" and we know how well that works.


SA8300HD, SA8300SD, DTA50, LG-E410B PayGo. Location: S-W Ontario
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Resident Expert
Posts: 3,026

Re: IPG Inconsistencies

As mentioned earlier, I sent in a list of the IPG issues and received a callback from Rogers over the weekend saying they needed more information asking me to call. I fully expected another waste of time telephone conversation, however, I encountered a CSR who was quite knowledgeable about the IPG and its issues.  Here's a summary of the points discussed.

 

"TBA".  Rogers usually updates the major portion of their IPG once a week. If the information doesn't come from the "broadcasters" in time, then Rogers inserts "TBA".  If you notice this and notify Rogers, then Rogers will update the information if it's available.  The TBA for the channels we discussed in the posts above has been rectified for this week.  If you notice it in the future, contact Rogers to have it fixed.

 

"IPG Changes after the IPG is populated once per week".  For some channels the broadcaster will advise Rogers if there is a progamme change and Rogers will change the IPG, however, as mentioned above sometimes this will not happen. It will happen mostly for sports - if there is a time change or programme change on say TSN, etc.  Most times there is no "last minute" programme change.

 

"Differences between PVR IPG, AnyPlace, RAPTV".  Apparently, some information is entered manually into these various means of displaying guide info and that is why the info can be different depending on the interface you use.  The CSR didn't understand why there isn't "one big database", but apparently there isn't.

 

"New". The CSR is as frustrated as we are with the "new" modifier and also wishes Rogers could do better.  Best not to use the "new" modifier whenever possible.

 

"Name Based Recording". CSR stated it would be nice to have an algorithm to record even if the name changes slightly, however, it's unlikely to happen.

 

"Timeslot Recordings don't record if the start of programme changes by 1-2 minutes". Again, it would be nice to have an algorithm to adjust, but unlikely to happen.

 

Apparently, getting all this information into the various IPGs involves a lot more "manual" entry than I thought and explains a lot.

 

The Rogers CSRs do report these sorts of issues to Rogers since they are also customers who notice these things. Sometimes the issues are corrected, sometimes not...  I guess it depends on the number of people affected and the resources required to "correct the issue".

 

Around this time of year when the regular schedule programmes end and reruns begin, there is a lot more chance of these sorts of errors.

 

The pictures that are displayed on the tiles are not always correct and the descriptions can also be in error. Now that I know that this relies on people who may not be familiar with the specific programme, it explaines why the tile pictures can be incorrect, as well as the descriptions...

 

I understand a lot more now about how all this works...

 

 



I Plan to Stick Around
Posts: 73

Re: IPG Inconsistencies


@57 wrote:

As mentioned earlier, I sent in a list of the IPG issues and received a callback from Rogers over the weekend saying they needed more information asking me to call. I fully expected another waste of time telephone conversation, however, I encountered a CSR who was quite knowledgeable about the IPG and its issues.  Here's a summary of the points discussed.

 

"TBA".  Rogers usually updates the major portion of their IPG once a week. If the information doesn't come from the "broadcasters" in time, then Rogers inserts "TBA".  If you notice this and notify Rogers, then Rogers will update the information if it's available.  The TBA for the channels we discussed in the posts above has been rectified for this week.  If you notice it in the future, contact Rogers to have it fixed.

 

"IPG Changes after the IPG is populated once per week".  For some channels the broadcaster will advise Rogers if there is a progamme change and Rogers will change the IPG, however, as mentioned above sometimes this will not happen. It will happen mostly for sports - if there is a time change or programme change on say TSN, etc.  Most times there is no "last minute" programme change.

 

"Differences between PVR IPG, AnyPlace, RAPTV".  Apparently, some information is entered manually into these various means of displaying guide info and that is why the info can be different depending on the interface you use.  The CSR didn't understand why there isn't "one big database", but apparently there isn't.

 

"New". The CSR is as frustrated as we are with the "new" modifier and also wishes Rogers could do better.  Best not to use the "new" modifier whenever possible.

 

"Name Based Recording". CSR stated it would be nice to have an algorithm to record even if the name changes slightly, however, it's unlikely to happen.

 

"Timeslot Recordings don't record if the start of programme changes by 1-2 minutes". Again, it would be nice to have an algorithm to adjust, but unlikely to happen.

 

Apparently, getting all this information into the various IPGs involves a lot more "manual" entry than I thought and explains a lot.

 

The Rogers CSRs do report these sorts of issues to Rogers since they are also customers who notice these things. Sometimes the issues are corrected, sometimes not...  I guess it depends on the number of people affected and the resources required to "correct the issue".

 

Around this time of year when the regular schedule programmes end and reruns begin, there is a lot more chance of these sorts of errors.

 

The pictures that are displayed on the tiles are not always correct and the descriptions can also be in error. Now that I know that this relies on people who may not be familiar with the specific programme, it explaines why the tile pictures can be incorrect, as well as the descriptions...

 

I understand a lot more now about how all this works...

 

 


Good information.

What I now understand is that this service that we pay a lot for is not nearly as sophisticated technically as I thought and expected.  It brings up mental images of old phone systems with people  manually connecting the callers!

I'm a Senior Advisor
Posts: 3,546

Re: IPG Inconsistencies


@Customer01 wrote:


 

Good information.

What I now understand is that this service that we pay a lot for is not nearly as sophisticated technically as I thought and expected.  It brings up mental images of old phone systems with people  manually connecting the callers!


I remember when some thought the graphics for the Navigatr tiles were generated by some crude algorithm. Turns out they're generated by humans unfamiliar with the programs.


SA8300HD, SA8300SD, DTA50, LG-E410B PayGo. Location: S-W Ontario
I Plan to Stick Around
Posts: 73

Re: IPG Inconsistencies

image.jpegA big mess this morning for me and anyone else recording the tennis from Roland Garros on TSN1,3,4 and 5.

First of all, the name changes every day or two - first round second round etc - necessitating new series recordings every couple of days.

Last night the quarterfinals series was set to record on each channel, since yesterday and today were labelled quarterfinals, starting at 8 or 9am...I can't remember now.

The TSN website indicated that they were starting at 5am, a change in the programming because of rain delays in the tournament.

So, I set the channels to record the shows (Sportcentre) that were in the timeslots between 5am and the start time (for quarterfinals)  shown in the Guide.

This morning, from 5am, those channels were recording ok, as SportCentre, yet the Guide had changed to reflect the 5am start, AND had changed the label of all the tennis today to Day 11.  Plus, the time slot for the later recordings originally labelled quarterfinals,  had all changed.

So, the result of this, was that the original series recording called quarterfinals had no scheduled recordings!  So I would not have got anything recorded after 8am, if I had not got up early and noticed!

This is what the first two lines of my List page looks like after I stopped the Sportcentre recordings and set series recordings for the label Day 11.  As you can see, the first tile says French Open: Day  and ALSO Sportcentre, and the rest of the series recordings are called Sportcentre, even though the Guide says Day 11!  I wonder if the recordings will be ok.

(And as an aside, how useless are all those tiles.)

Please take this to whoever is in charge of the Guide and the Navigatr software, so they can see what a mess it is.

I'm tired of this.

 

 

 

I Plan to Stick Around
Posts: 73

Re: IPG Inconsistencies

And another mess this morning with the Guide not matching up with TSN, and the time slots for Roland Garros completely incorrect, making recording very complicated. It's just not reliable.

I'm a Trusted Contributor
Posts: 519

Re: IPG Inconsistencies


@57 wrote:

A few more issues with the IPG this week. There are usually a couple, but this week is worse.

11. I set a recording for a Twilight Zone episode airing on Friday at 9AM Space Channel. When I reviewed the scheduled recordings on AnyPlace/RAPTV, or the PVR itself, there was also a recording for Monday at 9:30 - half way through the airing of a completely different episode. I thought I had somehow made a mistake and deleted the recording. Tried again and the same thing happened, so I let it go ahead and the PVR recorded the last half of the Monday episode. One of the weirder things the IPG has done.

12. Tried recording the premiere of Sensitive Skin early Monday morning on HBO. It missed the first few minutes, which very rarely happens - I usually extend recordings on HBO/TMN by 5 minutes at the end due to minor timing issues, but I don't recall missing a beginning.

13. Sensitive Skin is airing all week, but the descriptions are all over the map and incorrect. Some descriptions are for the 2007 BBC series, etc.

14. The "Pictures" on the tiles in the PVR are for the Joanna Lumley Sensitive Skin series, not the Canadian series. Also, there are two different pictures - hardly useful.  These pictures are often incorrect, or inconsistent or missing.

15. I record Grand Designs daily 3PM on CBC. The Tuesday episode is not showing in the series recording list - this, or something similar, has happened before, so I set a single recording on a different CBC channel to cover this instance.

16. One of the F1 pre-race programmes (Drivers' Parade?) didn't record. As long as I get the race I'm satisfied, it was just weird that it didn't record and still showed in the "Scheduled list" afterwards. That rarely happens to me - perhaps there was a name change or something else last minute. I noticed that the 4PM repeat of the Race was changed after I set a recording a few days earlier - I noticed this on AnyPlace since I don't record "Basketball", which was showing on many channels.

Not ready for prime time, but these recordings were not at prime time.  Smiley Wink

I rarely had these issues before early this year, but now have something that I need to work around almost every week. Not sure if this is connected to Navigatr, or something else that Rogers has managed to mess up. I never used to have to "monitor" AnyPlace almost every day to ensure that my programming is recorded. I can't imagine how people attempt to do this using Navigatr on the PVR.


I have added to the list of IPG issues.

 

18. - this is from @yyz64  One "fix" I would like to see is in regards to the green D button that brings up the local weather. When you are done you need to press Exit to remove it.  Wouldn't it be easier to just have the D button toggle it on/off with each press so you don't have to go around the remote pressing another button? Common sense I suppose but not surprising with the people who have written this software.  

 

In my case I can't even get the weather by pressing the green D button on my NB3 (9865).   What I get is "Weather is currently unavailable (4)" which is a more substantive IPG issue I think.   

Fix both please!