Bschneider
10-14-2008, 11:41 AM
Orlando: Bright House update in need of fine-tuning
Etan Horowitz | Sentinel Staff Writer | October 13, 2008
Last week, Bright House Networks (http://www.orlandosentinel.com/topic/economy-business-finance/media/satellite-cable-service/bright-house-networks-ORCRP000033.topic) continued rolling out new cable-box software to its Central Florida customers, which it touted as the "gateway for new programming services (including HD!), interactive features and exciting new capabilities."
But not all Bright House customers saw it that way. Many flooded message boards and blog posts complaining that the new software was slower and that it lacked features that they had come to know and love.
"It's horrible," said Susan Schrank of Apopka (http://www.orlandosentinel.com/topic/us/florida/orange-county-%28florida%29/apopka-PLGEO100100410010000.topic). "I absolutely hate the new software because it is slow and it doesn't do all the things the old system did."
Craig Saari, Bright House's senior director of engineering, acknowledged that the new Mystro Digital Navigator software is missing some of the features of the old Passport software. But he said the company is working to restore as many of the old features as possible.
"We are listening and we do take all of the feedback very seriously," Saari said. "We are trying to get it as close to Passport as we can. But on the flip side, there are some things that [the new software] does that Passport didn't, like being able to search On-Demand content [in addition to live programming.]"
When asked why Bright House did not wait until the new software included the existing features before rolling it out to customers, Bright House spokeswoman Sara Brady said the company has had the Passport software on its boxes for 10 years and felt the time was right to overhaul it.
"This is a very fast-moving industry and when a technology becomes available and when the benefits are so strong, we think that we should move forward and make these things available and update them as we move along," Brady said.
Schrank understands that new software needs tweaking, but she is still upset.
"We are paying a lot of money and if you are going to change your system, it should be better, not worse," Schrank said. "You should have your issues worked out before you go live."
Citing proprietary concerns, Saari would not say when software updates would take place or what features would be added. He did address some specific issues and features such as:
*Software slowness. Saari acknowledged that the Mystro software is slower and does take longer to respond to remote control commands. "It is something that we expect we will be able to improve and the lag will speed up."
*Lack of program information (i.e. director, actors, etc). Although both the Passport and Mystro software obtain program information from the same source, Saari said Mystro does display less information. "That's one of our top priorities," he said. "In the months ahead we hope to do some upgrades."
*Interface color. Some customers have complained about the color, font and size of Mystro's menus. Unlike Passport, consumers cannot change the color scheme and Saari said he didn't not know if Bright House would be able to add this feature.
*Advance or rewind in 15-minute increments. This feature is available on the Mystro software, it's just activated differently than with the old software, Saari said. To jump or skip back 15 minutes, customers should hold down the fast forward or rewind button for two to three seconds, he said.
Brady said that although some customers may be upset about missing features, she knows they will be won over when they see some of the interactive features coming down the pike. The first of those, which is available now, lets digital phone customers see their Caller ID on the TV screen. The new software also makes it possible for Bright House to offer more HD channels, Brady said.
Brady would not reveal additional features, but one possibility is a feature called "Start Over," which is currently available for Bright House customers in California. It allows digital cable customers to jump back to the beginning of a program if they tune into the show at any time during the broadcast, without the need for a DVR or recording device.
Consumers will likely see Bright House continue to ramp up its offerings as AT&T continues to expand its U-verse television service in Florida.
U-verse is available in South Florida and Jacksonville (http://www.orlandosentinel.com/topic/us/florida/duval-county/jacksonville-%28duval-florida%29-PLGEO100101018611235.topic) and although AT&T will not say when it is coming to Central Florida, many local residents have reported seeing AT&T crews doing work for it in their neighborhoods.
http://www.orlandosentinel.com/business/orl-tech1308oct13,0,1834925.story
Etan Horowitz | Sentinel Staff Writer | October 13, 2008
Last week, Bright House Networks (http://www.orlandosentinel.com/topic/economy-business-finance/media/satellite-cable-service/bright-house-networks-ORCRP000033.topic) continued rolling out new cable-box software to its Central Florida customers, which it touted as the "gateway for new programming services (including HD!), interactive features and exciting new capabilities."
But not all Bright House customers saw it that way. Many flooded message boards and blog posts complaining that the new software was slower and that it lacked features that they had come to know and love.
"It's horrible," said Susan Schrank of Apopka (http://www.orlandosentinel.com/topic/us/florida/orange-county-%28florida%29/apopka-PLGEO100100410010000.topic). "I absolutely hate the new software because it is slow and it doesn't do all the things the old system did."
Craig Saari, Bright House's senior director of engineering, acknowledged that the new Mystro Digital Navigator software is missing some of the features of the old Passport software. But he said the company is working to restore as many of the old features as possible.
"We are listening and we do take all of the feedback very seriously," Saari said. "We are trying to get it as close to Passport as we can. But on the flip side, there are some things that [the new software] does that Passport didn't, like being able to search On-Demand content [in addition to live programming.]"
When asked why Bright House did not wait until the new software included the existing features before rolling it out to customers, Bright House spokeswoman Sara Brady said the company has had the Passport software on its boxes for 10 years and felt the time was right to overhaul it.
"This is a very fast-moving industry and when a technology becomes available and when the benefits are so strong, we think that we should move forward and make these things available and update them as we move along," Brady said.
Schrank understands that new software needs tweaking, but she is still upset.
"We are paying a lot of money and if you are going to change your system, it should be better, not worse," Schrank said. "You should have your issues worked out before you go live."
Citing proprietary concerns, Saari would not say when software updates would take place or what features would be added. He did address some specific issues and features such as:
*Software slowness. Saari acknowledged that the Mystro software is slower and does take longer to respond to remote control commands. "It is something that we expect we will be able to improve and the lag will speed up."
*Lack of program information (i.e. director, actors, etc). Although both the Passport and Mystro software obtain program information from the same source, Saari said Mystro does display less information. "That's one of our top priorities," he said. "In the months ahead we hope to do some upgrades."
*Interface color. Some customers have complained about the color, font and size of Mystro's menus. Unlike Passport, consumers cannot change the color scheme and Saari said he didn't not know if Bright House would be able to add this feature.
*Advance or rewind in 15-minute increments. This feature is available on the Mystro software, it's just activated differently than with the old software, Saari said. To jump or skip back 15 minutes, customers should hold down the fast forward or rewind button for two to three seconds, he said.
Brady said that although some customers may be upset about missing features, she knows they will be won over when they see some of the interactive features coming down the pike. The first of those, which is available now, lets digital phone customers see their Caller ID on the TV screen. The new software also makes it possible for Bright House to offer more HD channels, Brady said.
Brady would not reveal additional features, but one possibility is a feature called "Start Over," which is currently available for Bright House customers in California. It allows digital cable customers to jump back to the beginning of a program if they tune into the show at any time during the broadcast, without the need for a DVR or recording device.
Consumers will likely see Bright House continue to ramp up its offerings as AT&T continues to expand its U-verse television service in Florida.
U-verse is available in South Florida and Jacksonville (http://www.orlandosentinel.com/topic/us/florida/duval-county/jacksonville-%28duval-florida%29-PLGEO100101018611235.topic) and although AT&T will not say when it is coming to Central Florida, many local residents have reported seeing AT&T crews doing work for it in their neighborhoods.
http://www.orlandosentinel.com/business/orl-tech1308oct13,0,1834925.story