Post by Skaggs on Apr 29, 2010 6:34:33 GMT -5
'My TV … um … how do I ...'
Time Warner answers 10 questions about its new user interface
By KRISTI L. GUSTAFSON, Staff writer, Thursday, April 29, 2010
www.timesunion.com
Shortly after Time Warner Cable unveiled its new user interface to more than 380,000 Capital Region residents, the system became a hot topic on the Times Union's On the Edge blog. Customers were confused and frustrated by the software, calling it "awful" and saying they were "irked" by the new system.
Many of the 120-plus people who commented said they were struggling to adjust to the changes, and some even talked about switching providers. Most just wanted clarification.
After seeing the blog post, Time Warner Cable reached out, offering to clear up the confusion. Here are explanations for 10 popular inquiries we posed (edited for clarity, length and style):
Q: Why the new system?
A: The new Navigator system was developed by Time Warner Cable because, with the old software, we couldn't offer enhanced parental controls, multi-room DVR, remote programming and other products rolling out in the near future.
Q: TV shows I had set to record for "same day/same time" are now being recorded every time the show is on. I can't figure out how to delete the duplicate shows without having to do it one at a time. How can I get the show to stop recording?
A: Press the "list" button on the remote control. Under the "series manager," you will find all of the categories to adjust multiple recordings of the same show or "series recordings." (Step-by-step instructions for recording a series of programs is available at http://www.twcnavigator.com).
Q: Why is the new system so slow when it comes to navigating the guide or other menus?
A: We are looking at software solutions that should address these concerns and will roll them out across the region as soon as the revisions have been thoroughly tested and evaluated.
Q: Why do I have to go to the program guide to set recordings when I used to be able to cycle through shows on a channel with the arrow keys and set future programs to record?
A: You don't. The Navigator offers a variety of methods for setting recordings of a customer's DVR. At this time, customers can set future recordings from the guide channel. Recordings can still be made directly from the channel the customer is viewing by hitting "record" on the remote. We have added other enhanced features such as keyboard search within the guide to find when programs are airing in the future, including on multiple channels and days.
Q: Why does the system jump forward or back when rewinding or fast-forwarding? It seems to move like a DVD.
A: When fast-forwarding, the Navigator software is designed to "jump" you back a few seconds when you hit play in case a user fast-forwarded or rewound through commercials into the actual program. Basically, this feature brings the user back to the end of the commercial.
If you hit the "fast forward" or "rewind" button once, then hit "play," it will jump forward/back two seconds. Hit "fast forward/rewind" two times, then hit "play," and it jumps four seconds. Hitting "fast forward/rewind" three times will jump eight seconds.
If you hold down the "fast-forward" or "rewind" button, it will jump 15 minutes through the program.
If you have become a DVR rewinding/fast-forwarding "expert," instead of hitting "play," hit "pause" to stop directly where you want to, then hit "play."
Q: Why do I have to go to the program guide to set recordings when I used to be able to cycle through shows on a channel with the arrow keys and set future programs to record?
A: You don't. The Navigator offers a variety of methods for setting recordings of a customer's DVR. At this time, customers can set future recordings from the guide channel. Recordings can still be made directly from the channel the customer is viewing by hitting "record" on the remote. We have added other enhanced features such as keyboard search within the guide to find when programs are airing in the future, including on multiple channels and days.
Q: Why does the system jump forward or back when rewinding or fast-forwarding? It seems to move like a DVD.
A: When fast-forwarding, the Navigator software is designed to "jump" you back a few seconds when you hit play in case a user fast-forwarded or rewound through commercials into the actual program. Basically, this feature brings the user back to the end of the commercial.
If you hit the "fast forward" or "rewind" button once, then hit "play," it will jump forward/back two seconds. Hit "fast forward/rewind" two times, then hit "play," and it jumps four seconds. Hitting "fast forward/rewind" three times will jump eight seconds.
If you hold down the "fast-forward" or "rewind" button, it will jump 15 minutes through the program.
If you have become a DVR rewinding/fast-forwarding "expert," instead of hitting "play," hit "pause" to stop directly where you want to, then hit "play."
Q: How do I lose the black bars on either side of my show?
A: The high-definition settings in the Navigator can be adjusted to help with picture-size issues. Press the "settings" button on the remote to make adjustments to picture display and resolution.
To adjust your HD resolution:
On the remote:
A. Press SETTINGS. Settings appear with a list of horizontal categories and vertical options.
B. Use the LEFT/RIGHT ARROWS to highlight "display" in the horizontal list of categories.
C. Use the UP/DOWN ARROWS to highlight "output resolution." Press SELECT.
D. Use the UP/DOWN ARROWS and select the resolutions that apply for your HDTV. The available options are (most newer TVs can use all of these):
480I (default) -- 480 lines, interlaced
720P -- 720 lines, progressive
480P -- 480 lines, progressive
1080I -- 1080 lines, interlaced
AUTO SELECT -- DVI or HDMI connections only
E. Press SELECT. A confirmation window appears.
F. Press "A" to accept the resolution or "C" to not accept. Select each resolution you want to have passed through to the TV. The selected resolutions appear with (?) bullets.
G. Press EXIT.
To adjust screen size (black bars):
On the Remote:
A. Press SETTINGS. Settings appear with a list of horizontal categories and vertical options.
B. Use the LEFT/RIGHT ARROWS to highlight Display in the horizontal list of categories.
C. Use the UP/DOWN ARROWS to highlight "picture size". Press SELECT.
D. Use the UP/DOWN ARROWS and select "stretch." Press SELECT. Press red "C" to save and return to SETTINGS.
E. Use the UP/DOWN ARROWS and highlight "aspect ratio"
F. Use the UP/DOWN ARROWS and highlight "16 X 9". Press Select. Press the red "C" to save and return to SETTINGS
G. Press EXIT
Q: How can I record shows airing in the future?
A: Three ways: Use the "day" buttons on the remote to change the date in the guide. (Note: Not all remotes have the "day button" feature). Go into the guide and hit the number of days on the remote, then hit the right arrow button. If you want to see three days from now, hit the "guide" button, then hit the number 3 on the remote, then the right arrow button on the remote. If you know the title of the show you want to record, hit "B" on the remote and search for the title using "keyboard search," which will display all showings of that title for that day and the next six days and allow a user to hit "select" and access their recording options immediately.
Q: Will they upgrade to a system where I can schedule the recording of my shows on the website?
A: Yes, in the near future, customers will be able to program their DVRs remotely.
Q: What happened to being able to choose the way you wanted to record the program, i.e. this channel, this day, this time slot? Can you no longer start recording a program that's already started? How would you do that?
A: The new Navigator records by program title. If you want to record a program this time of day, this time slot, on this channel:
1. Press the "guide" button on the remote.
2. Choose the program you would like to record.
3. Press "record"; from here, it will bring you to "select an option."
4. Use the up/down arrows to highlight "record series with options."
5. Use the up/down arrows to highlight "air time."
6. Use the left/right arrows to adjust the time of day you would like to record the show.
To record a program that has already started:
Hit the red "record" button on the remote. The "REC" symbol will appear on the info bar on the bottom of the screen indicating the show is being recorded.
Q: If you signed up for the two-year contract/promotion, can you get out of it since Time Warner is not providing the same services they did before?
A: No. The contract terms haven't changed. Time Warner Cable continues to provide access to the same programming, albeit through a different interface.
Reach Kristi Gustafson at 454-5494 or at kgustafson@timesunion.com. Check out her blog at blog.timesunion.com/kristi or follow her on Facebook at www.facebook.com/JustKristiOnline
For additional help:
Check out Help on Demand on Ch. 1001
Log on to www.twcnavigator.com.
Call 869-5500.
For step-by-step answers to frequent questions, go to TimesUnion.com for a video.
Time Warner answers 10 questions about its new user interface
By KRISTI L. GUSTAFSON, Staff writer, Thursday, April 29, 2010
www.timesunion.com
Shortly after Time Warner Cable unveiled its new user interface to more than 380,000 Capital Region residents, the system became a hot topic on the Times Union's On the Edge blog. Customers were confused and frustrated by the software, calling it "awful" and saying they were "irked" by the new system.
Many of the 120-plus people who commented said they were struggling to adjust to the changes, and some even talked about switching providers. Most just wanted clarification.
After seeing the blog post, Time Warner Cable reached out, offering to clear up the confusion. Here are explanations for 10 popular inquiries we posed (edited for clarity, length and style):
Q: Why the new system?
A: The new Navigator system was developed by Time Warner Cable because, with the old software, we couldn't offer enhanced parental controls, multi-room DVR, remote programming and other products rolling out in the near future.
Q: TV shows I had set to record for "same day/same time" are now being recorded every time the show is on. I can't figure out how to delete the duplicate shows without having to do it one at a time. How can I get the show to stop recording?
A: Press the "list" button on the remote control. Under the "series manager," you will find all of the categories to adjust multiple recordings of the same show or "series recordings." (Step-by-step instructions for recording a series of programs is available at http://www.twcnavigator.com).
Q: Why is the new system so slow when it comes to navigating the guide or other menus?
A: We are looking at software solutions that should address these concerns and will roll them out across the region as soon as the revisions have been thoroughly tested and evaluated.
Q: Why do I have to go to the program guide to set recordings when I used to be able to cycle through shows on a channel with the arrow keys and set future programs to record?
A: You don't. The Navigator offers a variety of methods for setting recordings of a customer's DVR. At this time, customers can set future recordings from the guide channel. Recordings can still be made directly from the channel the customer is viewing by hitting "record" on the remote. We have added other enhanced features such as keyboard search within the guide to find when programs are airing in the future, including on multiple channels and days.
Q: Why does the system jump forward or back when rewinding or fast-forwarding? It seems to move like a DVD.
A: When fast-forwarding, the Navigator software is designed to "jump" you back a few seconds when you hit play in case a user fast-forwarded or rewound through commercials into the actual program. Basically, this feature brings the user back to the end of the commercial.
If you hit the "fast forward" or "rewind" button once, then hit "play," it will jump forward/back two seconds. Hit "fast forward/rewind" two times, then hit "play," and it jumps four seconds. Hitting "fast forward/rewind" three times will jump eight seconds.
If you hold down the "fast-forward" or "rewind" button, it will jump 15 minutes through the program.
If you have become a DVR rewinding/fast-forwarding "expert," instead of hitting "play," hit "pause" to stop directly where you want to, then hit "play."
Q: Why do I have to go to the program guide to set recordings when I used to be able to cycle through shows on a channel with the arrow keys and set future programs to record?
A: You don't. The Navigator offers a variety of methods for setting recordings of a customer's DVR. At this time, customers can set future recordings from the guide channel. Recordings can still be made directly from the channel the customer is viewing by hitting "record" on the remote. We have added other enhanced features such as keyboard search within the guide to find when programs are airing in the future, including on multiple channels and days.
Q: Why does the system jump forward or back when rewinding or fast-forwarding? It seems to move like a DVD.
A: When fast-forwarding, the Navigator software is designed to "jump" you back a few seconds when you hit play in case a user fast-forwarded or rewound through commercials into the actual program. Basically, this feature brings the user back to the end of the commercial.
If you hit the "fast forward" or "rewind" button once, then hit "play," it will jump forward/back two seconds. Hit "fast forward/rewind" two times, then hit "play," and it jumps four seconds. Hitting "fast forward/rewind" three times will jump eight seconds.
If you hold down the "fast-forward" or "rewind" button, it will jump 15 minutes through the program.
If you have become a DVR rewinding/fast-forwarding "expert," instead of hitting "play," hit "pause" to stop directly where you want to, then hit "play."
Q: How do I lose the black bars on either side of my show?
A: The high-definition settings in the Navigator can be adjusted to help with picture-size issues. Press the "settings" button on the remote to make adjustments to picture display and resolution.
To adjust your HD resolution:
On the remote:
A. Press SETTINGS. Settings appear with a list of horizontal categories and vertical options.
B. Use the LEFT/RIGHT ARROWS to highlight "display" in the horizontal list of categories.
C. Use the UP/DOWN ARROWS to highlight "output resolution." Press SELECT.
D. Use the UP/DOWN ARROWS and select the resolutions that apply for your HDTV. The available options are (most newer TVs can use all of these):
480I (default) -- 480 lines, interlaced
720P -- 720 lines, progressive
480P -- 480 lines, progressive
1080I -- 1080 lines, interlaced
AUTO SELECT -- DVI or HDMI connections only
E. Press SELECT. A confirmation window appears.
F. Press "A" to accept the resolution or "C" to not accept. Select each resolution you want to have passed through to the TV. The selected resolutions appear with (?) bullets.
G. Press EXIT.
To adjust screen size (black bars):
On the Remote:
A. Press SETTINGS. Settings appear with a list of horizontal categories and vertical options.
B. Use the LEFT/RIGHT ARROWS to highlight Display in the horizontal list of categories.
C. Use the UP/DOWN ARROWS to highlight "picture size". Press SELECT.
D. Use the UP/DOWN ARROWS and select "stretch." Press SELECT. Press red "C" to save and return to SETTINGS.
E. Use the UP/DOWN ARROWS and highlight "aspect ratio"
F. Use the UP/DOWN ARROWS and highlight "16 X 9". Press Select. Press the red "C" to save and return to SETTINGS
G. Press EXIT
Q: How can I record shows airing in the future?
A: Three ways: Use the "day" buttons on the remote to change the date in the guide. (Note: Not all remotes have the "day button" feature). Go into the guide and hit the number of days on the remote, then hit the right arrow button. If you want to see three days from now, hit the "guide" button, then hit the number 3 on the remote, then the right arrow button on the remote. If you know the title of the show you want to record, hit "B" on the remote and search for the title using "keyboard search," which will display all showings of that title for that day and the next six days and allow a user to hit "select" and access their recording options immediately.
Q: Will they upgrade to a system where I can schedule the recording of my shows on the website?
A: Yes, in the near future, customers will be able to program their DVRs remotely.
Q: What happened to being able to choose the way you wanted to record the program, i.e. this channel, this day, this time slot? Can you no longer start recording a program that's already started? How would you do that?
A: The new Navigator records by program title. If you want to record a program this time of day, this time slot, on this channel:
1. Press the "guide" button on the remote.
2. Choose the program you would like to record.
3. Press "record"; from here, it will bring you to "select an option."
4. Use the up/down arrows to highlight "record series with options."
5. Use the up/down arrows to highlight "air time."
6. Use the left/right arrows to adjust the time of day you would like to record the show.
To record a program that has already started:
Hit the red "record" button on the remote. The "REC" symbol will appear on the info bar on the bottom of the screen indicating the show is being recorded.
Q: If you signed up for the two-year contract/promotion, can you get out of it since Time Warner is not providing the same services they did before?
A: No. The contract terms haven't changed. Time Warner Cable continues to provide access to the same programming, albeit through a different interface.
Reach Kristi Gustafson at 454-5494 or at kgustafson@timesunion.com. Check out her blog at blog.timesunion.com/kristi or follow her on Facebook at www.facebook.com/JustKristiOnline
For additional help:
Check out Help on Demand on Ch. 1001
Log on to www.twcnavigator.com.
Call 869-5500.
For step-by-step answers to frequent questions, go to TimesUnion.com for a video.
