O Canada! > Canadian > Rogers > [TV] NextBox 2.0 / Whole Home PVR Install experience

reply to LuckyLuc

Re: [TV] NextBox 2.0 / Whole Home PVR Install experience

reply to LuckyLuc

reply to LuckyLuc
Third time was the charm for me. The tech that just left was awesome (Paul O.). He found that the previous techs had not isolated the systems onto 1 network and put the MoCA filter in the wrong place. He explained everything and waited around for everything to reboot to make sure it all worked (1 HD PVR talking to 2 other HD boxes).

Also i happened to be awake at 2am last night and noticed that I got a software update. Since then the IPG seems much faster.

At this point my only nits are:
* Not being able to pause/rewind from any TV but the one with the PVR. Even if it makes perfect sense technically why that would be the case, I still think the advertising on this is misleading.
* Same goes for the claim in the advertising of being able to "Pause a show in one room and continue watching it in another". That only works if you're starting from the PVR system.
And then various things with the IPG/software:
* FAV button not advancing to your next FAV channel.
* Not hiding channels you don't have access to when viewing the guide or advancing channels
* Basic features that used to be there like "Sleep Timer"

reply to LazMan
I also got the update last night, quite problematic though. One 4642 got the update just fine. The update on one 4246 and a 8642 resulted in many blank (black screen only) channels after the update was installed and the STBs restarted. The problem went away after an hour on the 4642 but remained on the 8642 until I forced a hard reboot today. The version is still 3.0.0.1519 btw.

reply to LazMan
OK - as I previously mentioned, my services are now working; but to add insult to injury, I just recieved my Rogers bill, complete with almost $250 in "account charges"

2 installation fees (for one tech visit?!?) @ 49.95
a lost hardware charge of $99 for an SD box I still have?
a $20 early cancellation fee, for services I still have?

I called CS this morning, and the charges were all fixed - but really, Rogers? Everything about this has been a sad joke...

And if anyone from Rogers actually reads and responds to these threads, please let me know... "RogersDarrel" logged on exactly once, and hasn't been back since he posted is messages looking to help...

reply to LazMan
A letter I just sent off to Roger's Customer Service inbox...

-----------
Good Day,

I'm writing in regards to my experience in trying to get the Nextbox 2.0 whole-home PVR installed and activated...

I know new product launches don't always go smoothly; but this has been a sad joke, to say the least. I can't fault any Rogers employee - to the contrary, every one I've deal with has been good, and several have been exceptional - but the overall experience has still been disappointing.

It began with the ordering process - the woman I spoke with, while helpful, continued to put me on hold, while clarifying parts of the process, and how to navigate the order system; but eventually, the order was in, and an install date set.

The installer was excellent - the physical portion of the work went well, and was done quickly; however, he was easily 2 hours on the phone with his support desk, trying to get the new PVR to take the software update... The answer from the support desk was repeatedly "change the box" - finally, after 3.5 hours on site, the tech was told that the software would be pushed out overnight... Without the new software, the whole home PVR portion wasn't enabled.

The next day, I recieved an automated call, saying the "issue I had reported was resolved" - the software update was indeed completed, but the whole home portion still didn't work - I spent well over an hour being transferred from customer service, to tech support, to tier 2 support, to engineering, back to customer service - all of them unable to enable the software code that was apparently missing from my account, to enable the function. Finally, a tech support manager (name removed) - called, and informed me that he would be working on it, and would be in touch in several days...

The next day, I recieved a voicemail that the PVR extender, which is part of the promotion, was back ordered, and would arrive by courier in serveral weeks. (it showed up this week - well ahead of the 2-3 weeks quoted on the phone).

The following day, I recieved a call from a customer service agency, asking how satisified I was with my Rogers services - I suggested they review my file, that this wasn't the best time to ask me that question...

Finally, I got a call back from (TS manager) advising the service was now active; which I then tested, and it was...

Imagine my surprise this morning, when I opened my Rogers e-bill, and saw almost $250 in charges, related to this... 2 installation charges (there was only ever one tech visit, on the Monday afternoon) - an early cancellation fee, a lost hardware fee? (CSR) in customer service was very helpfull in correcting the charges in error; but still...

I've been satisfied with the Rogers services I've had for years - I work in a technical field myself, and understand new product launches aren't always as smooth as we hope; but at every turn, there's been "something" with this install... It's been frustrating, it's taken my time, and of more concern to you, it's hurt my image of Rogers...

I just thought you should have a customer's perspective...

(name removed)

reply to LazMan
You know with the supposed testing they did, you would think that they would have training for the Installers (I don't care if they are contractors, they represent Rogers), the CSR's and all the others involved.

This wreaks of incompetence, and Lazman you should definitely get something in compensation for the inconvenience.

Now watch your next bill, you'll be charged for these new services from the day the tech first showed up,not when it finally begins to work.
--
No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake.......

reply to LazMan
Ofcourse the guy hasn't been back, he met his quota for searching social media and forums and posted a response saying contact me and then went offline again.

Gotta love the way Rogers operates.

reply to LazMan
Wow, what a mess in the billing department. Just curious, did you order a Nextbox package or did you just have Rogers install and activate WHPVR?

reply to LazMan
I ordered a Nextbox package - I had HD-Digital VIP before, but had an older PVR and HD boxes that needed replaced to support the whole-home system.

reply to LazMan
I failed to mention that email will be routed to Dev\Null.

reply to LazMan
Perhaps - but it's building a case...

I sent the email - now, if I don't hear anything back by Tuesday; and I call the office of the President to discuss my experience, I can say I followed the "steps" - and am even MORE dissapointed...

Or, perhaps someone will actually read and respond. Either way, it furthers the cause.

reply to LazMan
Not an excuse for Rogers but, I'm guess the rep cancelled your current contract when they added the new 2 year contract for the package. Not sure how the lost SD box and the 2nd installation got in though.

The issue is that the CSRs just aren't very sure how to handle the WHPVR stuff. Training does seem to be a bit lacking. I called to order WHPVR (just the filter installation and activation not the package) yesterday and the rep told me that I was her first WHPVR order. Got placed on hold a few times for quite awhile while she got the found out how to get the order placed.

The installation will be in a few hours. Will report back how it goes.

reply to LazMan
WHPVR install currently running into the 4th hour. The PVR can't seem to get the MoCA link up reliably (intermittent house icon), and one 4642 get's the icon but can't see the PVR (when it was working).

Well, no joy. The tech (which was excellent btw) just couldn't get the PVR to connect. Tried basically everything (including swapping the box) over 4.5 hours. Got to see what Rogers is going to do next.

Nope no letter (well we'll see ) and tablet. I just ordered the WHPVR install not the 2yr package.

Anyways, unless Rogers gets their act together their contractors really are going to start complaining about the time needed to complete the install for WHPVR.

reply to LazMan
Well, after fiddling with the coax network a bit I figured out the problem. The tech installed a drop amp on one of the lines to boost incoming signal, however the location of the amp was between the PVR and the two terminals. It seems the amp does not properly pass the MoCA signal between the input and output sides and acted more like a filter. I'll have to see where the tech coming on Monday will put the amp.

Btw for anyone who already have the WHPVR, are you able to set or delete recordings from the terminal boxes? I can't seem to do that. The only way I could manage recordings is to actually do it from the PVR. However from Rogers WHPVR page they say:

said by Rogers :

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With Rogers Whole Home PVR you can ACCESS, PLAY and MANAGE recordings from any networked TV with a NextBox™ HDPVR and NextBox HD terminal in your home.

---

I can delete recorded programs from any terminal; but can only setup or manage recordings from the PVR itself...

Oh, and returned my "lost" SD box today... Store accepted it, but can't reverse the lost-box charge... Have to call back into customer service, apparently...

reply to LazMan
Oops, I checked again and I can delete recordings but can't do anything else. Can't imagine why Rogers can't allow the terminals to setup recordings. Even getting remote recording to support the 8642 would help.