3 ways to troubleshoot your Rogers Digital TV

Top TV fixesConnected shares how to reset your cable box, overcome error message and put the power back in your remote control so you can keep on watching your Rogers Digital TV.

How do I reset my digital cable box?

1. Start by unplugging the power cable, either from the wall outlet or from the back of the digital box.

2. Wait 10 seconds, then plug it back in.

3. You’ll see the word “boot” appear, and the box will take about five minutes to reset. When the box displays the time, it’s ready.

4. Press the power button on your remote or on the front of the digital box.

Note: Make sure your TV is set to the right input for the digital box or on the right channel (3 or 4).

If this doesn’t work, you may need to reauthorize your digital box. Here’s how:

1. Call 1-866-894-9962 and follow the prompts.

2. You’ll be asked to enter the phone number associated with your account. Once you do, your digital box will be reauthorized. It may take up to 30 minutes for it to take effect.

What do I do if Rogers On Demand won’t load or is showing an error message?

Sometimes the communications between your digital cable box and the broadcaster can be affected by factors such as a weak signal or outdated wiring in your house. The best and easiest solution to this is to just reset your digital box (see above). If that doesn’t do the trick, visit the Community Forums or send us a message on Facebook or @RogersHelps on Twitter.

What do I do if my remote is not controlling my digital cable box?

If your Rogers remote isn’t controlling the volume, channels or turning the box on and off, try these steps:

1. Make sure the remote is set to Cable Mode by pressing the CBL button. Also, make sure there’s nothing blocking the remote’s signal from reaching the digital cable box.

2. Make sure the batteries aren’t dead. When you press a button at the top of the remote (CBL, TV, AUD, DVD, VCR), it will glow red. If not, try replacing the two AA batteries.

3. Finally, try adjusting channels and volume using the buttons on the set-top box. If they don’t work, try rebooting the box (see above). If they do, try the remote again.

If it still doesn’t work, try reprogramming the remote.  Check out more quick tips and tutorials from Connected.

Weekend reading: Feeling sporty

This week, we’re celebrating the 2014 FIFA World Cup Brazil with hashflags and digging into the latest fitness app stats. Plus, we get a peek at how wearables could move into the office. Get all the details in this week’s edition of the Weekend Reading.

Soccer fever

We’re cheering “Gooooooal” and there’s not a vuvuzela in sight. But there is one familiar bit of tech returning for the World Cup: Twitter has brought back the hashflags feature from the 2010 event. You can cheer on the country of your choice by entering a # followed by the three-letter country code, like host #BRA.

Wired workouts

Whether we’re tracking our activity with wearables, downloading apps to improve our mileage or simply researching the latest news, Canadians are tops (and Russians last) when it comes to cruising health-related websites and apps. The Opera Mediaworks study ranked 10 countries on their use of more than 400 sites and apps, plus surveyed more than 2,000 people, to analyze health and fitness habits.

The research also found that fitness conscious consumers carry their smartphones while exercising, mostly so they can listen to music, while men aged 25 to 34 are the heaviest users of mobile health and fitness apps.

How to you track your health and fitness?

Workplace wearables

We’re all familiar with fitness and sleep tracking bands, but now they’re starting to make their way into the office. This week, Salesforce introduced a set of code libraries to help build apps that connect their employee collaboration tools with wearables. Called Salesforce Wear, it can provide simple notifications, but Readwrite.com also mulls opportunities for automatically scheduled activity breaks or walking meetings. Wired, meanwhile, shared some of the example apps, including a gesture-based app that lets surgeons pull up patient records and a feature that provides photos with contacts so you can put faces to names during meetings.

How would a wearable help you on the job?

How to watch the FIFA World Cup starting June 12

Sixty-four matches. Thirty-two teams. One champion.

Soccer fans have been waiting four years for June 12, the kickoff to the 2014 FIFA World Cup Brazil™.

Spain claimed first place in the 2010 soccer (or football, depending on your part of the world) championship matches, and this year, Brazil will be chasing their sixth title with a home field advantage.

Rogers customers will be able to catch every goal, pass and yellow card on their computer, tablet or smartphone throughout the tournament.  To watch live:

  • on your computer visit RogersAnyplaceTV.com/sports;
  • on your tablet visit your Apple or Android app store and download the Rogers Anyplace TV app;
  • on your smartphone visit your Apple, Android, Windows, or Blackberry app store and download the Rogers Anyplace TV app

You’ll need to register by visiting RogersAnyplaceTV.com on your computer then enter your MyRogers username and password.

Can’t catch the 2014 FIFA World Cup™  live? Watch the replay on Rogers On Demand, channel 100, or with Rogers Anyplace TV on your computer, smartphone, tablet, Xbox, or LG Smart TV.

Which team will you be cheering on in Brazil?

Weekend reading: Hockey, vampires and a new OS

This week, we’re buzzing about Guillermo del Toro’s new show on FX Canada, 24/7 sports coverage with Sportsnet NOW and Apple’s launch of iOS 8. Plus, find out how you can win extra Rogers First Rewards loyalty points. Get it all in the Weekend Reading.

How about that local sports team?

Get your sports fix 24/7 with the new Sportsnet NOW stream. Available now as an exclusive preview for Rogers customers with a Sportsnet TV subscription, this live, HD-quality stream includes all of Sportsnet’s TV programming and events. This means you can now watch NHL, NFL, NBA, MLB, curling, the Tour de France and more from anywhere in Canada on your computer, tablet or smartphone.

The stream, which includes all your subscribed Sportsnet channels, also allows for quad-screen viewing on your computer for busy game nights. Plus you can set alerts to two minutes before the puck drops (or whatever your sports program of choice may be). There’s even multiple logins on a single account, so family members can tune in to different games or from different devices – perfect for when my boyfriend wants to watch the Toronto Maple Leafs on our desktop but I want to keep an eye on the Montreal Canadiens on the go with my smartphone!

Check it out at www.sportsnet.ca/now or download the app for free from the App Store or Google Play.

What sport will you be streaming?

An Apple upgrade

All eyes were on the Apple World Wide Developer’s Conference Monday, as Tim Cook and co. unveiled the new iOS8. The update includes interactive notifications, improvements to mail, the keyboard and group messaging, as well as a new health tracking functionality. Mashable shares the top six moments from the event, while iPhone in Canada runs through all the new functions here and MobileSyrup shares a visual recap of the announcement.

What functionality do you look forward to trying in iOS 8?

FX Canada gets freaky

On Tuesday, Rogers hosted Guillermo del Toro for a panel discussion about his new FX Canada series The Strain. Based on a trilogy del Toro co-authored, the show follows New Yorkers as they fight against a virus that turns people into vampires. Check out our full recap of The Strain panel, and be sure to tune in for the premiere on FX Canada on July 13 at 10 PM.

Will you be tuning in?

Spin it to win it

Right now, eligible customers enrolled in the Rogers First Rewards loyalty program have a chance to win up to 10,000 free rewards points – just step right up at rogersfirstrewards.com and spin the wheel! What does 10,000 get you? Up to 25 Rogers On Demand movie rentals or $100 in hardware upgrade discounts or loads of extra long-distance minutes … we could go on!

And if you do take a spin, you’ll also be automatically entered to win 1 of 5 grand prizes of 100,000 points. Are you feeling lucky?

How Rogers handles government requests for customer information

There’s been a lot of buzz recently about how telecom companies share customer information with government and police. So we asked Ken Engelhart, Rogers Chief Privacy Officer, for the scoop on Rogers Communications 2013 Transparency Report on Requests for Customer Information.

Ken, why is Rogers releasing a Transparency Report, and what is it?

We know some customers are concerned about government and law enforcement agencies getting access to their information. We want customers to know their info is in good hands. That’s why we’re releasing a Transparency Report.

Essentially it’s a report to our customers about the number of requests we received last year from government and law enforcement agencies, how we respond and what information we provide.

How do you handle these requests? Do government and police authorities tap in to your databases?

We don’t provide direct access to our customer databases. We carefully review requests to ensure they’re legally valid and not overly broad, and then our staff provides the information securely so that only the government or law enforcement agency requesting it can access it.

What kind of requests are we talking about?

These requests come from agencies like the police, the Canada Revenue Agency, and so on.

In about half of the requests we were forced by law to provide customer information or assisted in emergencies. The other half of requests were to confirm a customer’s name and address, which we respond to so police do not issue a warrant for the wrong person.

The types of requests include:

  • Customer name and address checks;
  • Court orders/warrants issued by a judge;
  • Government requirement orders, issued under laws like the Income Tax Act;
  • Emergency requests, like helping police in life threatening situations, such as a missing person case;
  • Child sexual exploitation emergency requests where we help police stop the sexual exploitation of a child by identifying who’s using an IP address;
  • International requests, which go through Canadian courts and sometimes result in a court order/warrant that requires us to provide info.

What kind of information are you giving out?

When we get a court order or warrant, the information provided is often things like payment history, billing records and call records. In emergency requests we provide information like location information to find a missing person or contact information for someone who has called emergency services but may not be able to communicate. We don’t look at or keep our customers’ communications like text messages and emails because our customers’ privacy is important to us.

How many requests do you get? Do you always provide the info?

Well for 2013, we had about 175,000.

And no, we don’t always provide info. If we consider an order to be too broad, we push back and, if necessary, go to court to oppose the request.

We’ve posted the report below via slideshare, or you can download it here.

3 tips for understanding your Rogers Share Everything Bill

 shares the answers to three common questions about Share Everything plan bills.

  1. Why do plan members have different charges?

The highest monthly plan charge is designated to the primary subscriber – you’ll know who that is because he or she will have the highest amount on his or her bill. The charges for secondary subscribers (everyone else) are the reduced fees. For example, if you’re the primary subscriber, your charge might be $90 for a 2G plan, and your spouse and kids, the secondary subscribers, each have a reduced charge of $60.

  1. Why do plan members have their own pages in the bill?

Rogers provides individual usage summaries so that plan members can see exactly how much data they’re using month to month. This can help you identify whether any plan members are especially heavy users, and parents who are primary subscribers can review their kids’ monthly data usage.

Plan members can also check their own usage, and the group’s total usage, any time on rogers.com. As well, the primary subscriber will have access to individual data usage for everyone on the plan.

  1. How are data overage charges shown on the bill?

If any plan members do go over the monthly data limit, the additional charge – in dollars – only appears on the primary subscriber’s bill. Secondary subscribers can see how much extra data they used, but not how much it costs.

For example, if you’re the primary subscriber and your son goes over the allotted data amount by 250 MB, you’ll be able to see the incremental dollar amount in the “Additional Data Charges” section on your bill page. On your son’s usage summary page, though, he’ll see the data overage but not the dollar amount. If more than one plan member exceeds the data limit, all the overage charges are lumped together in one consolidated dollar amount, which is shown on the primary subscriber’s page.

For more on Share Everything plan billing, online-bill customers can click here while paper-bill customers should click here.

Weekend Reading: NextBox how-tos, a Gear 2 Neo review and new Android stats

This week, we learned how to see only our favourite channels on our PVR guides and discovered why one Toronto YouTuber loves the Samsung Gear 2 Neo. Plus, MobileSyrup shared the latest smartphone stats.

Get the scoop in this week’s edition of the Weekend Reading.

Custom channels

It’s time to master your NextBox. Our Community Forums users taught us how to customize our Interactive Program Guide to skip unsubscribed channels – giving us only our favourite content. Even better, it’s easy! Get the step by step guide here.

Do you have questions about your Rogers products and services? Browse thousands of threads answering common questions, or post your own for an answer from one of the 260,000 members and nine expert “Super Users.” Check it out.

Gearing up

Last month, I got a chance to take the Samsung Gear 2 Neo for a spin. As an avid runner, I geeked out over the stat tracking and the heart rate monitor. This week, Toronto-based YouTuber Karl Conrad shared his review of the device, calling it “the best smartwatch that you can currently get from Samsung.” Check out his full review here. Karl also notes that it’s a great conversation-starter, with people asking him “what’s that thing on your wrist” at the gym and on the street. And I agree – people love to check out the fitness band’s features!

Do you do a double-take when you see a wearable in the wild?

OS overview

I ditched my slider phone years ago. And last year I scaled down my two operating system smartphone habit to a single Android device. So I can’t help but look twice when I see a flip or feature phone in use out on the street. That reaction is backed up by the latest IDC research, as reported by MobileSyrup, with 70 per cent of Canadians owning a smartphone.

As for what kinds of smartphones Canadians are toting, IDC provided a breakdown by OS: Android is expected to own 80 per cent of the market by the end of this year, with Apple coming in second, then Windows.

What’s your operating system of choice? Why?