CLOSED — Shaw Gateway: Code Update 7.0.3

[sailorickm]

Originally Posted by CowtownBiomed

I am actively monitoring 7 systems across the city of Calgary(friends, family and neighbors)

I'm in NW Calgary (Edgemont) and also don't have the issues that others have.

A while ago I suggested that maybe there's a pattern in the gateway serial numbers, or h/w revision, or something. My serial numbers:

Gateway: BA7BR68A9823314
Portal: B6BBR79A9948532

I have 2 more portals, but the one above is the only one regularly used for watching live TV.

[buckycat]

And did you notice, if you do remove channels from "Channel List"......you can not access them AT ALL. *puzzled blink* To see them they have to appear in there.

But you can still record from channels that have been deleted from the guide.I set up a series record on a channel I rarely watch then deleted it from the guide and it still records.

[CowtownBiomed]

sailorickm I guess that some form of cross reference would help.
We also have to understand the intricate, and varried level of actual infrastructure.
By that I mean the back end systems that you and I do not even get the chance to see.
It seems (from the observations that you and I are making) that Calgary's infrastructure is in pretty good shape, that (I guess) is not nessesarily the case across the country.
So there are too many unknowns (known unknowns?) between the signal source and the gateway..all of which could have some play in the proper operation of the system, and that are all different from city to city..area to area. I will admit that is a huge asumption, it just seems unlikely to me that the backend systems would be identical acriss the country.
Gathering this data would be a daunting task for you and I, but shaw should (or could, I asume) have this data on hand.

[Kritiker]

When channels were removed from a TV's list of tuned channels, i.e., the channels that could be tuned by using the channel up/down buttons, they typically were still available by tuning them manually, i.e, entering the channel number directly. That is not possible with the Gateway/Portal system.

[todddd]

cowtownbiomed

I am comming to the conclusion that most complaints are either just picky persons in general (the word anal comes to mind) or are totaly unaware of how to actualy use their hardware..

I am definitely picky/anal when it comes to the setup in my house. You're right. As are most people reading these threads. But aside from my car payment and mortgage, I give these guys more money than anyone else every month (not to mention the initial cost of the gateway) and I expect at least a decent product/setup.

You're right in that for the average joe/jill, this is something that would probably go unnoticed. But when I press guide, I expect a guide. When I press a channel, I expect it to go to the channel. When I press last, I'd like it to go to the last channel I was watching, PVR or live. etc. etc. etc.

I was not made aware that I was entering into a second career as a beta-tester.

Anyway, you are right that these problems are somewhat picky. My wife has not complained once about anything on the gateway, and she uses it 50 times more than I do. But part of enjoying tv for me is the technical aspect of all of it. That's why I spent big bucks on a tv and stereo system. If I wanted sub-par technology, I would have stuck with my 27 inch CRT tv and digital box.

I do realize that most of these concerns are first world problems and that there are bigger issues in the world.

[CowtownBiomed]

Forgive me Todddd, but, someone had to say it..
I'm glad we can agree somewhat. I didnt sign up to be a Beta tester either..
I was hoping we could find a common denominator in the issues but (IMO) there are too many variables to deal with to get to a conclusive resolution..

[tandem]

Originally Posted by todddd

when I press guide, I expect a guide. When I press a channel, I expect it to go to the channel.

Exactly.

The current behavior is "press guide" and "eventually get guide", and when the guide decides to finally pop up it may or may not actually contain data. When you key in an unlock code it might or might not complete the action, often pausing on the last digit for many seconds. When you switch channels sometimes it decides to behave like a two year old tyrant and do nothing. These are software/hardware problems in Shaw's domain.

I have new cable between the gateway and portals and new cable between the gateway and the outside demarc. We also have Shaw Phone and Broadband 50. Every time a Shaw installer has been here to add a service they have commented on how strong a signal we have coming into the house. The MoCA network between the gateway and portals provides more than enough signal to ensure proper operation. The in-home infrastructure is not an issue and I suspect this is true for most Gateway users.

For me the lack of responsiveness and quirky behavior of the guide is my number one issue with the Gateway, although when sound drop outs are noticeable, that can take the number one spot. When these issues are addressed we'll be happy with the product.

According to reports brought forward by Jetranger the next release addresses guide responsiveness issues in a big way. This tells us that a significant software issue has been addressed and that the issue was, all along, in Shaw's domain. Where one big software problem lurks so likely do others. Hopefully Shaw is working hard at addressing these. They need a solid product in the Gateway - currently it isn't. No doubt they are highly motivated by competition to make it right.

[sailorickm]

Originally Posted by todddd

I am definitely picky/anal when it comes to the setup in my house.

My guide works fine. Yours doesn't. We pay the same and mine works and yours doesn't. That's not being picky or anal.

[GWNorth]

@cowtownbiomed. I waited before commenting on that same picky/anal quote so that I didn't overreact. I too can be picky or anal about products and service I buy so I considered the issues I and others have brought up. I would catagorize the comments into two main groups for this purpose. Group A would be issues regarding broken/missing/extremely slow funcitonality. I would put the rebooting portals, missing channels in guides, painfully slow guide loads, blank recordings and other issues along those lines in that group. For Group B I would include the comments about functionality that people would prefer worked differently and would often be debatable which is the best way for things to work. I would put issues like the guide/channel list scroll direction, how favourites works, and things like that in this group. I hope that your picky/anal comment refers to the group B type comments because if the group A type issues are considered picky and the average customer is willing to ignore them, then what a sad place we are in where companies have lowered peoples expectations to such a low level. I would consider it a big victory for Shaw with the Gateway if the only issues to mention on this forum were of the picky (group b) variety. I really do hope for that day and would welcome being called picky/anal for those comments if we ever get there.

The Gateway has come a long way from its launch and I thank the people that have commented on the issues (picky or not) they have had so that Shaw can see them (and hopefully fix them) and others can see they are not alone and provide mitigation suggestions where possible. I've only had Gateway about 7 months and can't imagine how frutratated I would be with the number of issues the earlier adopters had and the length of time to correct many of them.

[Jetranger]

Originally Posted by tandem

According to reports brought forward by Jetranger the next release addresses guide responsiveness issues in a big way. This tells us that a significant software issue has been addressed and that the issue was, all along, in Shaw's domain. ...

I believe while not strictly being 'in Shaw's domain', the software issues are addressed by ARRIS in the order Shaw requests them to be. The complaints that get the most calls are the ones that get addressed first. It's that simple.

I believe Shaw is working on a system that will eventually be 'their own' for all of their equipment but until that is implemented, and who knows when that might happen or even if, Shaw is basically at the mercy of the equipment providers like Motorola and ARRIS. At least ARRIS is working hard to provide timely updates that will allow their equipment to work with Shaw's infrastructure improving both performance and functionality. That much can't be said about Motorola.

Edit: Well said, GWNorth.

[JohnnyCanuck]

For years Shaw got slammed on these forums for never being leading edge, always being behind other Motorola BDUs like Comcast on updates, and never delivering on user experience based features.

Starting with the Pace experiment, Shaw started to take themselves out of being at the mercy of Motorola and took a chance on marrying a third-party solution to their Motorola infrastructure. The results were mixed, but it did put Shaw in the position of being the first BDU with Motorola headends to give their PVR customers external hard drives and decent storage solutions.

Then, Shaw takes the full on plunge with Arris for a product that was truly leading edge. The only other BDU considering it at the time was BendBroadband, not exactly a large footprint operator. Shaw gives us a product that was miles ahead of any other offering by any other Canadian BDU (or pretty much any North American BDU) and has had teething problems with it.

I think Jetranger's analysis is bang on ... Shaw requests fixes in the order in which they are prioritized by our complaints. We should continue to make Shaw aware of our issues with the system for that reason. But, from my perspective, Shaw is doing exactly what we have been asking for years as subscribers ... get on the leading edge of the technology. That has incumbent risks, including quirks and bugs that are annoying at times. In my view, that is vastly preferable to more of the Motorola behind the times experience we had for years.

[CowtownBiomed]

Well stated JohnnyC,

What I am having a hard time getting my head around is the wide differences with the "gateway experiance"
If one was to just read here, no one would buy it. (all doom and gloom and problem problem problem)
But there are those who are very happy with it and are reporting no problems, issues or concerns at all..(none, nada ZIP...)
Why is that?
There HAS to be something different between the backend, gateway hardware, or just plain end users..
From my experiance, it is typicaly the latter that is the problem...just saying.

[Jetranger]

In my experience (I use spell checker by the way), there are far more people who either don't notice or just don't care enough to be bothered reporting problems. I have been at friend's homes and seen the exact same things that drive me crazy and yet they could care less.

[JohnnyCanuck]

@Cowtown, valid point. My experience has largely been problem free. Yes, the guide blanks out and the portals occasionally lose contact with the Gateway, but all in all these are minor issues to me.

[CowtownBiomed]

Thanks for validating my point Jet..sorry about the speeling mistakes...