2009-01-15, 10:27 PM
I'm located in Whitby and have had basic digital cable with timeshifting for nearly 2 years. Up to today, the timeshifting gave us 226 - Family West even though we didn't subscribe to Family East. Today, when selecting 226, it gives us the not authorized screen. I attempted a reboot and it did not clear this issue. Anyone else with the same situation? Has Rogers removed this little perk?
2009-01-15, 10:36 PM
Family West is included with VIP (which includes Family East). It's still live here in Toronto ... but then, I subscribe to VIP. Perhaps you were getting an unexpected bonus?
2009-01-15, 11:01 PM
Maybe a free preview(probably not...)?
You get the Western feed if you have the Eastern feed.. as you mentioned that wasn't the case, then you were receiving it in error and Rogers corrected it.
Timeshifting doesn't include that channel.
2009-01-16, 12:32 AM
It's gone for me as well here in Toronto.
Back in June when I got my STB I called in because I was getting Family West but I don't subscribe to East, CSR said not to worry because it was included as one of the time-shifting channels :D.
I don't think it was in free preview because the guide info never indicated this and it wouldn't make sense, even for Rogers, to offer a free preview of Family west in the Eastern time zone.
Digital VIP includes timeshifting feeds of Family, amongst several others. Perhaps they were referring to that. Then again, I'm not at work and perhaps I'm way off base here.. hard to remember it all when it's not in front of you :o
2009-01-16, 10:50 AM
I am located in Ottawa and discovered yesterday that 226 is not working. Since it is my kids' favourite channel I called right away to find out why. I was told that it was not part of my package (Digital Basic) and that I had been receiving it in error for the past 2.5 years since I switched to Rogers! I asked what would be the cheapest package I could add to get this channel back and was told it is included in time-shifting (for $1.99) in Ontario and Newfoundland. So, I added the package and 5 minutes later all the other channels in this package started working (YTV west, Teletoon W, Fox West, etc...) except Family West is still not working. I called back and they told me they would look into it and call me back. A couple hours later, an automated system called me and stated that the issue is resolved. I checked again, but 226 still showed the "not authorized" message. I called yet again and finally they booked a service call for this morning. A technician showed up at 8:30am and tested my signal strength (no problem there), then looked at my TV and verified that the "not authorized" message is still there. He called up whoever he speaks to at Rogers (on speaker-phone) and was told by that person that I would have to order some kids theme pack to get this channel. He asked her if it was supposed to be in the time-shifting and she said she didn't know because she doesn't have access to the time-shifting packages!! I heard this and got on the phone with Rogers to confirm once again that 226 is indeed in the time-shifting package I ordered yesterday!! I then told this to the girl on speakerphone. She still insisted that I needed a different package to get this channel. Also, she kept telling the technician to "call service" and he kept telling her "I am service! I need you to activate this channel" but she just kept saying that I am not subscribed to it. The tech ended up leaving without doing anything and said he would speak to sales and that if the channel still isn't working by 11am I should call Rogers again!!!! This is so frustrating! They have serious communication issues in that company! Give me Family West back!!!!!!!!
2009-01-16, 12:42 PM
8 customer service reps later I was finally told that Family West is only included in time-shifting if you have the Ultimate package, which is $30 more per month than I am paying now. When I asked to file a complaint I was put thru to the nicest rep I have spoken to yet. He offered me a deal on the VIP package so I can get the regular Family channel (Ch 51). With all the promos he offered me on all my Rogers services ($8 off VIP cable, $10 off home phone, waive system access fee, 20% off internet) I will actually end up paying about $2 less per month for the next 12 months...and the rep told me just to call back after 12 months and ask for more promos!
Moral of this story: Persistence! THE SQUEAKY WHEEL GETS THE GREASE!! Just keep calling and threatening to switch to BEV until you get someone helpful who will give you a deal!
2009-01-17, 11:31 AM
you were getting it in error, family west is not included in the basic.
2009-01-18, 02:11 AM
It appears that Shaw did the same thing, offering the east feed and later removing it.
2009-01-19, 12:19 PM
rogers never "offered" it with basic, it was just working for some.
now it doesn't:)
2009-01-23, 04:53 AM
Just checked and Family West has also disappeared for me. No like my kids really watched it anyway. My son liked Hannah Montanna so not too sad over the loss of a free channel :)