[gdkitty]

Datalinks would have been removed, because the original question was removed.

There are people who refer to here all the time.. to the threads on how to replace the hard drive, etc.. so linking to the site isn't the problem.

 

[The Archer]

Earlier today I posted on Rogers Community Forums that I received a letter yesterday from Rogers indicating a price increase effective Feb. 24. For my 3 services and other TV packages, my monthly bill will increase by $11+HST. I added that the letter came the same day as Rogers announced cutting staff across the board by 250. The latter information was quickly deleted by a moderator.

 

[neilpalmer400]

The Archer,

The only area Rogers seems "efficient" is their Forum Moderators (always so quick to edit), so it would make sense that they have too many of them, and therefore should eliminate a lot of Forum Moderators in that 250 head count. :devil

 

[1945]

I posted the following on both this forum and the Rogers Community Forum. I'll reproduce it here in case of mysterious "edits". Actually, even before it was officially posted the "hell" disappeared to be replaced by a "."

Automatic censoring.

Well …. the virus has arrived in North York - along with its accompanying email touting how wonderful it is and pointing me to the FAQ page based on actual feedback from customers.

I was wakened this morning by angry muttering from my wife who had just turned on the TV saying that the guide was different.

I then introduced her to the “tiles” system, had a brief discussion - and got the hell out of the room. She tends to yell loudly when something doesn’t meet her approval. She has a PVR about 1/3 full and already can’t find what she wants - and can find lot and lots of stuff that she no longer watches - but still scheduled.

I predict that this will not go well and the call that I had from a nice Bell lady yesterday was just in time.

 

[OZHAM]

I just posted this on the forum,

Welcome TORONTO TO NAVIGATR 2!
You are very lucky that you never faced NAVIGATR 1!
I Will not be happy until NAVIGATR (X ) DELIVERS THE SAME INFORMATION
AND USABILITY AS THE PRE -JULY 28 SOFTWARE.


It was quickly removed by the Senior moderator!

 

[neilpalmer400]

OZHAM,

If only they were as quick fixing the bugs in their lousy stinking RTN/Navikrap code.
Rogers employs too many Forum Moderators and not enough competent programmers

 

[oldyellr]

I'm on the Rogers Community Forums a lot and was made a "Resident Expert" some time ago because I answered a lot of questions. As such, I don't blatantly slag Rogers at every opportunity. However, from time to time I have not been able to contain myself and just had to make a tongue-in-cheek remark. In many instances I've had my posts deleted for "violating community guidelines". Most recently, I replied to someone complaining about having to wait an hour to reach a CSR. I volunteered that since Rogers had just laid off 200 employees and the volume of calls due to the Navigatr debacle, the wait times would be getting longer instead of shorter. Guess what? The post was deleted.

 

[1945]

The post that I detailed above (#64) has survived on the Community Forum so far. I did get a PM from RogersGabrielle informing me that it was "off-topic" but it's still there.

I sent a polite reply asking for feedback as to what was off-topic about it. I still wait.

Having played with the new interface several times today I must say it's not as bad as I had feared. Better ? not so much. Disastrous - also not so much.

Mike

 

[Hooter]

^^^^^^
Do not expect a reply from RogersGabrielle. She will claim a post is off-topic even when it is not. I had the same thing happen to me today. I too asked RogersGabrielle why it was off-topic. I will not receive a reply from her because you cannot defend the indefensible! Rogers is arbitrary in what they delete and delete things simply because one of their precious mods gets offended. They then tell you that you violated their precious community guidelines and have to pull something out of a hat, such as the post being off-topic! When you call them out on it, they obviously have nothing to say because they were wrong and you were right. So not only do they delete your posts, they are also downright rude in not replying to you!

 

[neilpalmer400]

It seems to me Rogers Community Forums, and specifically using them to complain about that catastrophe Rogers calls Navigatr (but many refer to more appropriately as Navikrap), have probably surpassed Facebook as the number one time waster/productivity killer.

 

[OZHAM]

I just posted this on Rogers.

Rogers please make TV HOME EDITION available on the PVR!
It could be an option on settings.
This simple interactive program that I can use on my CELL PHONE and my TABLET
conveys all the information that is required or managing the PVR.
It gives dates and channel info, separate recordings and schedules etc.
It is also available on any Windows based computer.

I am sick to death of VIDEO GAME INTERFACE CALLED NAVIGTR.

TME IS RUNNING OUT FOR ME ROGERS!
PLEASE START TREATING ME LIKE A LOYAL CUSTOMER!

 

[HDTVaddict]

Wow. I had no idea how many posts the Rogers moderators were making disappear. I wrote a post Friday afternoon, and I noted that my post was 428 in the new Navigatr thread, and when I looked at the thread 8 hours later, there were 10 NEW posts after mine - but there were STILL ONLY 428 posts total in the thread - so that means Rogers moderators DELETED TEN entire posts in those 8 hours!

I guess if you tell the truth about how bad Navijunk is your post will be seen by maybe one or two people before the moderators erase it.

 

[neilpalmer400]

Rogers 4th Quarter 2015

Well Rogers 4th Quarter 2015 financial results are out.
From the edited transcript of the Jan 27 Earnings Call you can see how delusional Rogers President & CEO Guy Laurence is:

Turning to our Cable business, we delivered improved subscriber metrics this quarter, but continue to face pressure on revenue. This stems from cumulative TV and phone subscriber losses and our response to a highly competitive environment that started during the back-to-school period.
We expect to see some improvement in our TV figures this year as our investments start to gain traction. For example, we have rolled out our new navigator guide to approximately 450,000 homes and expect to reach roughly 1 million homes in the next few weeks. It has been extremely well received by our customers and we are looking forward to introducing more enhancements during 2016.

Talk about living in a dream world. The top man in Rogers has absolutely NO FRIGGIN CLUE what's going on in his own company, and his own board of directors and senior management don't appear to have the intestinal fortitude to tell the emperor the truth about his new "Navigatr" clothes.

Also note he doesn't even know it's supposed to be Navigatr not navigator. Totally clueless.

Transcript here:
http://netstorage-ion.rogers.com/downloads/IR/pdf/transcripts/Rogers-2015-Q4-Transcript.pdf


Also this is simply unbelievable from:
http://netstorage-ion.rogers.com/do...ogers.com/downloads/IR/pdf/quarterly-results/Rogers-2015-Q4-Results-Release.pdf

Customer complaints as reported by the Commissioner for Complaints for Telecommunications Services (CCTS)
declined faster than key competitors’, down 26% in 2015 and down 50% over the past two years

Dig a little further however and you see that is only up to July 31 - 3 days after the first "disastrophe" of Navigatr 1.0 (or should that be Navigatr 0.1 ?).

In 2015, we made key strides in our continuous pursuit to improve the customer experience. Rogers showed the
biggest improvement amongst our primary competitors in reducing customer complaints, which were down 26%
for the period August 1, 2014 to July 31,2015 and down 50% over the past two years.

Page 10 of the above document shows Cable Subscriber Results.
From that you can see Cable includes Internet, Television & Phone, so in the financial results (dollars) the Television component is buried, but here on page 10 you see the continuing losses of Television (& home phone) customers. Television subscribers are down 128,000 (9%) for the year 2015.

Finally note on page 34 under "Key assumptions underlying our 2016 guidance":

The CRTC decision to require distributors to offer a basic entry-level television package capped at $25 per month,
as well as channels above the basic tier on an “à la carte” basis or in smaller, reasonably priced packages by March 1, 2016, and both “à la carte” and in smaller, reasonably priced packages by December 1, 2016, is not expected to materially impact our Cable operating revenue.
We made significant investments in our IPTV technology and legacy set-top boxes to bridge the customer experience
pre-IPTV, thus gaining measurable unit cost efficiencies.

FYI - here's a picture of the Boy Blunder (Guy Laurence).
If you see him in public make sure to tell him what you think of his lousy "navigator":
http://www.rogers.com/web/ir/overview/senior-leadership/guy-laurence/

 

[57]

...I had no idea how many posts the Rogers moderators were making disappear... Rogers moderators DELETED TEN entire posts in those 8 hours!

Not necessarily. There are a fair number of Navigatr (and other) threads, so a lot of posts get moved around.

For example, some of the posts that were added to the "new" December/January Navigatr thread came from the "old" July Navigatr thread. Some posts discussing CC get moved to CC. Some posts discussing unresponsive PVRs get moved to the Unresponsive thread, etc.

I had one of my posts edited the other day - the mod sent me a PM regarding something being OT. Since that particular post was lengthy, I don't even recall what was edited. I replied to the mod's PM, but never got a response - as most people have mentioned, although sometimes they'll reinstate a post or re-edit after I reply to the PM.

 

[57]

It (Navigatr) has been extremely well received by our customers...

I believe they can say this because most people have STBs, or don't use their PVRs to full capability, so the vast majority of the customer base is either pleased or ambivalent.

Conversely many of us on this forum (and posting over on Rogers) have PVRs and use them a lot. For us with PVRs, Navigatr is an abomination (although they have addressed some of the major failings of the July 28th version).

Had they initially rolled out what we have now, there would not have been nearly the backlash, but instead they:

- wiped the drives of the 8642s that received the July 28th download
- infected those people with Navigatr 0.1, which should never have been released
- Then in December/January they added the "Power Saving" feature, which caused PVRs to go into a coma after 3-4 hours, requiring a reboot.

Not only that, but most of the people recently infected with Navigatr had other issues in 2015:

1. The web interface was redone badly and people couldn't navigate it properly to see their bills, etc.
2. At the same time they removed Anyplace Web version.
3. After they finally got AnyPlace web version working again many months later, the App for iPad no longer worked for those people with iOS9. This is still not fixed after many months.

So, it's been fiasco after fiasco and even the most docile customer gets rankled by this many problems.

 

[oldyellr]

I had one of my posts edited the other day - the mod sent me a PM regarding something being OT. Since that particular post was lengthy, I don't even recall what was edited. I replied to the mod's PM, but never got a response

I've replied to a PM asking what exactly it was that I said wrong and was given a link to my original post. However, in view of the current deluge of edited posts, maybe they won't do that anymore. Also, many "edited" posts are not changed at all. Perhaps it's just a flaw in the forum software that flags a post as edited when a mod looks at it but doesn't actually edit it.

 

[oldyellr]

1. The web interface was redone badly and people couldn't navigate it properly to see their bills, etc.

This has been a big problem. Rogers revamped their whole website to make it "prettier", but in the process broke many functions customers depended upon. Just as one example, formerly you could go to your Profile and there were a multitude of things and options you could change, such as marketing permissions for Rogers spam as an example. Now there is almost nothing configurable except your password and billing address. They also broke access to online bills, which many customers still can't get without extensive help from Rogers. After they forced customers to change their logins from username to email address, some could not access their accounts for months until it got fixed. Change for the sake of change, full speed ahead and damn the torpedoes seems to be Rogers' motto.

 

[HDTVaddict]

Hi Oldyellr: some of the changes may be imperceptible because the mods change the most incredibly innocuous words that for some incomprehensible reason they find offensive. I've had them change my famous quote from the movie network - several times - and so the second time I posted it - I KNEW they would freak out over the accurate quote - so I changed it and sanitized it to "I'm mad as heck and I'm not going to take it any more," and I was astounded that one of the little-brained mods changed it to "I'm angry ..." What the heck? But I'll bet the young moderator has never seen Network. They had no idea how it came across the butcher a very famous quote. And then my post just looked stupid.

 

[oldyellr]

Kudos to the mods for changing "mad" to "angry". Mad would imply mental illness, a delicate subject unless approached correctly.

I like the spell check on their forum, except that it won't recognize the verb "watch". They should also add a political correctness and sensitivity check button. :wink

 

[neilpalmer400]

Rogers - Lies, damn lies, & statistics

I believe they can say this because most people have STBs, or don't use their PVRs to full capability, so the vast majority of the customer base is either pleased or ambivalent.

They can say this because Rogers are masters at the art of lying via selective use of statistics.
As you say, it would be interesting to know the Navikrap approve/disapprove stats broken down by 9865/8642 PVR users vs 4642 STB users.
Also would be interesting to know, for the last half of 2015, the percentage of that Cable Television customer loss broken down by areas infected/not-infected with the July 28 Navikrap virus.

Perversely, assuming more of the customers lost were PVR customers (as opposed to STB customers) the percentage of Rogers Cable Television customers who are happy/ambivalent towards being infected with Navikrap will actually increase, as those who've had enough move to Bell Fibe, OTA antennas, Android TV boxes, etc.
A strange way to improve satisfaction percentage in your customer base - pi** off those who were probably your higher value customers into moving away. Maybe one day in the near future they'll reach 100% customer approval of Navikrap - amongst their 10 remaining cable television customers.