Why isn't the the gateway guide for MLB current?
Basically how it works is that the guide information is supplied by the broadcasters to the third party who turns that into the guide.
The reason you were seeing a difference between the digital box's and your Gateway is that they use different software, there for requiring a different guide system. It is rare but if a Scheduled program has changed the broadcasting companies have to contact and update the third party guide provider.
Sometimes changes are missed or lost in communication. I am really sorry that is causing you to have to go through and set up special recordings. As advised, we have contacted to get the gateway guide updated but it does take some time.
Unfortunately guide issues are something that come allong with all service providers as they all use the third party system for guide data. Hopefully it wont be too much longer before it is resolved. Hope this explains the situation a little bit better.
Have a good day
Could you let us know in what city you're located as well as what you're seeing in the guide? I checked here and I think I may see what you're seeing on Sportsnet One, as it's showing the Rangers vs the Jays rather than the Astros vs the Royals.
It looks like this is a case of the guide information not being up-to-date from our guide provider. Apologies for any confusion about that.
Victoria. You are right. This same scenario a couple of days ago. Had to record 3 consecutive shows to get all of the game.
Thanks for confirming! As shaw-matt has confirmed above, we have recreated the issue here and will be investigating this further. We apologize for any inconvenience caused.
Appears to still be a problem. Wednesday's guide doesn't show the Blue Jays game.
Indeed does look like the gateway guide is indicating the wrong information for the game. The same steps for recording would apply this time around as well. Recording the 1 PM, 1:30 PM and 2 PM blocks in order to PVR the game.
We're terribly sorry for the inconvenience!
It seems a minor inconvenience and perhaps in the whole scheme of issues we face on a daily basis also minor.
Sadly you haven't provided an explanation nor a remedy going forward.
From a customer perspective, as one who pays in excess of $200 a month for Shaw services I'm disappointed to say the least
Minor or not, we definitely understand with the frustrations and apologize for the inconvenience. The current difficulty with being able to record the MLB Jays game is due to the guide displaying incorrect listing information. Typically, one would be able to locate the program and record by title but given that the guide information is incorrect and in order to work around it. We would have to record by time blocks or record the first program and extend the time.
The guide information on average is quite accurate and up to date, however, for things that may be a last minute change or falls within 48 hours of scheduled programming will unfortunately not get updated. As a third party handles the data for the guide, we would notify them and have them revise the data for the changes and then have the data uploaded and synchronized to us.
I have inquired with our operations team and it looks like SNET made a last minute update that never came through to our video team to update the guide. This happens when the TV station decides to change the schedule of the game or move it to a different slot but not update us with the information. We've put up a notice online: https://community.shaw.ca/docs/DOC-6022
Thanks for your reply. I think I still do not understand is why the premium service -- HD and Gateway is not updated when the non premium digital service that I have on a couple of TV sets seems to be updated and correct.
That you rely on a third party and there is a 48 hour service window is unacceptable for a "premium" and expensive service.
We definitely see your point! We apologize for the amount of time it takes to have the listings updated, and for any inconvenience it may cause you. We hope that in the future this is less of an issue.
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