UPC Netherlands is planning a major software update and a new remote control for the Horizon Mediabox.
In a letter to its Dutch Horizon customers the operator promises a “better television experience”. Improvements will include faster navigation, a better menu structure with less clicks needed, more programme information when zapping through the channels.
The operator will also send a new remote control to all its Horizon customers, which has more buttons giving one-click access to a number of functions, such as the EPG and on-demand.
All Horizon boxes will automatically be updated with the new software.
Since its introduction, UPC was swamped with consumer complaints about the Horizon set-top box. The consumer organisation Consumentenbond opened a special website for complaints and cable users association Coax NL also bundles complaints. The unofficial UPC users forum Chelloo.nl also played its part in voicing consumer dissatisfaction.
The complaints centered about two major issues: bugs in the software, that made the boxes freeze as well as difficulties accessing the VOD and catch-up TV portals. A few other bugs also plagued viewers, including the fact that titles of recorded programmes on the PVR were lost and issues with the switchover from summer to wintertime.
The second major issue concerns basic design faults in the menu structure. Viewers complained about the complicated way to get to the EPG and on-demand services. Also, the fact that all programmes recorded on the PVR are listed with thumbnails rather than programme titles makes them difficult to find. With a lack of original pictures, there is also an abundance of generic pictures making finding a particular recorded programme even more difficult.
In its letter to Horizon customers UPC said “we take your feedback very serious,” and “we want to you to have the quality and experience you deserve”. During the past few months, the cabler already issued a few software patches to mend a few bugs as well as a few workarounds to address issues with the navigation and speed.