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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

 

1,177 REPLIES 1,177

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

Re: UPDATED NextBox Navigatr - December 2015/January 2016

le1
I've Been Around

To be short and blunt, the Rogers Navigatr System is bad. It simply does not perform as well as the previous system. I notice that the star rating of movies is no longer available on Navigatr. Could this have been TV Network pressure on Rogers to abolish the star rating of movies because it was affecting viewer numbers. Something to think about!!

Re: UPDATED NextBox Navigatr - December 2015/January 2016

remaxman
I'm a Reliable Contributor
Going into week 3 with no on demand after the navigator upload. Pretty sad.
Steve

Re: UPDATED NextBox Navigatr - December 2015/January 2016

I hate this new guide a pvr listings. It is very hard to go through to set up everything to record and doesn't give you a good way to see I there are conflicts. I have had a lot of shows not record because of this. I have also had my pvr freeze. I have even woken up to things still recording that should have been done hours before. I also find it very very slow. I took me over an hour to set my weeks worth of shows to record. You can't even look on the list to see what tim each show is set to record without actually clicking on each show. I am so ready to find a new cable company. It shouldn't be a job to set up the pvr.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

rgottinger
I'm a Reliable Contributor

@carriedoughty wrote:

I hate this new guide a pvr listings. It is very hard to go through to set up everything to record and doesn't give you a good way to see I there are conflicts. I have had a lot of shows not record because of this. I have also had my pvr freeze. I have even woken up to things still recording that should have been done hours before. I also find it very very slow. I took me over an hour to set my weeks worth of shows to record. You can't even look on the list to see what tim each show is set to record without actually clicking on each show. I am so ready to find a new cable company. It shouldn't be a job to set up the pvr.


Not sure what box you have but I do roughly the same thing setting up a week's worth of recordings and it takes maybe 5 minutes to change the days and setup about 15 shows on my 9865HD,

Re: UPDATED NextBox Navigatr - December 2015/January 2016

There's a petition at Change.org to have Rogers roll back their new Navigatr guide.

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

Re: UPDATED NextBox Navigatr - December 2015/January 2016

lensman
I'm a Reliable Contributor

Well, I added a comment but I didn't see anywhere to "Sign the Petition" as I have on others. So, I'm not sure how "votes" are being tallied.

 

Edited: I see the petition was started 6 months ago. The "Sign Petition" button no longer exists because of this fact, I guess. Other petitions on the site clearly have theirs.

 

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

DrMike
I'm a Trusted Contributor

@lensman wrote:

Well, I added a comment but I didn't see anywhere to "Sign the Petition" as I have on others. So, I'm not sure how "votes" are being tallied.

 

Edited: I see the petition was started 6 months ago. The "Sign Petition" button no longer exists because of this fact, I guess. Other petitions on the site clearly have theirs.

 

 


Interesting. I signed it just a couple of days ago (I was actually #100 if I recall), and the so too did my wife. But as you said there is no longer a place to sign, just to prmote the link. Can't imagine what happened. 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

DrMike
I'm a Trusted Contributor

Re: Petition

 

I just noticed that I was logged in on the petition site and so of course it would not let me vote again. When I logged out and went back to the petition, it gave the full dialogue for signing.

 

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

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Tmothy12
I'm a Regular

This is really annoying, I specifically set the box to record a series and end 5 minutes after the scheduled ending so it doesn't get cutoff (which often happens). But the box randomly picks and chooses when it does and doesn't record the extra 5 minutes leaving me with cutoff endings on random recordings.

 

I thought the Navigatr issues were over. Does anyone know of a fix for this? Also where is the ability to select multiple recordings in a folder to delete?

Re: UPDATED NextBox Navigatr - December 2015/January 2016

OLDYELLR
I'm a Senior Advisor

@lensman wrote:

Well, I added a comment but I didn't see anywhere to "Sign the Petition" as I have on others. So, I'm not sure how "votes" are being tallied.

 

Edited: I see the petition was started 6 months ago. The "Sign Petition" button no longer exists because of this fact, I guess. Other petitions on the site clearly have theirs.

 

 


That's odd. I don't see a "Sign Petition" button either, but I think that's because my cookies say I've already signed.  Just to be sure, I opened the link in a private window and the "Sign" button is indeed there. I see a lot of older petitions still open on change.org with thousands of signatures.

 

What shocks me is that this petition still only has just 119 signatures at present, which is statistically insignificant. If Rogers were to look at it, they could conclude it's the same 100-odd complainers out of their millions of customers and can safely be ignored.  I would suggest that every dissatisfied customer with Navigatr spread that link far and wide.

 

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


Rogers PayGo. Location: S-W Ontario