Why is the on-screen digital guide inaccurate and what can I do about it?

The content for the on-screen digital guide and online TV guide is given to us by the channel providers weeks in advance and is sometimes subject to change. We sometimes get notice of these changes and update the guides, but this is not always possible. See below for some possible causes:

• Live events - When a live event, such as a sports game, goes past the scheduled time, this can push back the start time of the next scheduled program, and even continue to later programs. To avoid this, some channels will cut off the start of the next program and continue it in-progress.
• Last-minute scheduling changes - Sometimes a program or live event has to be replaced at the last minute and Cogeco isn’t informed.
• Scheduling inconsistencies - Some channels schedule their programs into standard timeslots but occasionally have longer episodes and don’t adjust the schedule, leading to the next program starting late. This happens frequently on HBO, for example.
• Simultaneous substitution - If a Canadian and U.S. channel are showing the same program at the same time, we’ll substitute a Canadian broadcast for the U.S. one. This is typical for primetime network programs and sporting events. If you’re watching a U.S. channel and you can see from the commercials or network logos that it’s being substituted by a Canadian feed but it’s not showing the correct program, you can report this directly to the CRTC.
• Sports blackouts - Some sports have “blackout” rules that don’t allow them to show games in certain regions due to distribution rights or to promote local attendance. If a sports program has been blacked out, you might see a different program or just a black screen with a message. These blackouts are not in Cogeco’s control.
  • Blackouts are most common on channels with regional feeds, such as Sportsnet or TSN.
  • Blackouts are also common for CFL and NHL games that only broadcast in regional areas. For example, a locally televised Montreal Canadiens game might not be available in the Burloak area.

Reporting a guide issue

If the guide is incorrect and you want to report it to us, see below for steps. Keep in mind that since the program is likely already in progress when you notice the issue, it will be too late to fix, but it can help identify issues and may prevent future errors.

1. Compare your on-screen digital guide to our online guide. If the online guide is correct, there might be a separate issue with your receiver. Try resetting the box first, and if that doesn’t resolve the issue, contact Technical Support.
   • If you’re a Residential customer, contact us here.
   • If you’re a Business client, contact us here.
   • If you’re subscribed to TiVo, you can also perform a Repeat Guided Setup and make sure the correct postal code is being used.
2. If your on-screen guide and our online guide show the same incorrect info, please report it through the form on the online guide.
   1. Select the program with incorrect info.
   2. Select the Report Incorrect Listing link.
   3. Complete the form with what was playing on screen and a contact email address. We’ll only contact you if we need more info.
   4. Select Submit.

Adjusting your recording schedules

If you’re recording a live event, something that follows a live event, or a channel with chronic scheduling issues, you may want to adjust your recordings to record some extra time at the end (also known as “padding”).

See below for steps to add recording padding on different device types.

• EPICO (look for Recording padding in the settings)
• Standard TV (look for Stop recording in the settings)
• TiVo (look for Stop recording in the settings)