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-   -   Missing content- the ongoing saga! Please, somebody help me! (https://www.cableforum.uk/board/showthread.php?t=33674521)

Sugar Kane 03-02-2011 09:39

Missing content- the ongoing saga! Please, somebody help me!
 
A week or so ago, I was having a moan that content was missing from my TV choice service- programs that were available to you guys, were not showing up in my listings. I have had an engineer come out and install a new box, but still nothing. I still have no Two & A Half Men season 7, no The Mentalist seasons 1 & 2, and still no True Blood season 3 on catch up- that has been running for three weeks and I haven't seen a single episode updated yet. As I thought, the problem is not with my box at all, but with whoever's job it is to make sure this stuff is uploaded and available to the people paying for it. My question is- how do I make myself heard? If I call for help, I am just going to be given a check list of things to try- they have all been tried- the problem is not my end- it is with the service Virgin Media are providing, but who can I report this to? If anyone could provide me with the email of whoever is in charge of this, I would greatly appreciate it. At the end of the day, I am not getting what I am paying for. This has been going on for long enough, and if it doesn't get fixed, I will get my services elsewhere.

Digital Fanatic 03-02-2011 09:59

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165528)
A week or so ago, I was having a moan that content was missing from my TV choice service- programs that were available to you guys, were not showing up in my listings. I have had an engineer come out and install a new box, but still nothing. I still have no Two & A Half Men season 7, no The Mentalist seasons 1 & 2, and still no True Blood season 3 on catch up- that has been running for three weeks and I haven't seen a single episode updated yet. As I thought, the problem is not with my box at all, but with whoever's job it is to make sure this stuff is uploaded and available to the people paying for it. My question is- how do I make myself heard? If I call for help, I am just going to be given a check list of things to try- they have all been tried- the problem is not my end- it is with the service Virgin Media are providing, but who can I report this to? If anyone could provide me with the email of whoever is in charge of this, I would greatly appreciate it. At the end of the day, I am not getting what I am paying for. This has been going on for long enough, and if it doesn't get fixed, I will get my services elsewhere.

post again in your thread on our Community forum. If it's missing from your local headend, then it can be checked. other than that, I don't know how you can be missing stuff.

I'll check my STB now...... I've got 12 Episodes of 2 & 1/2 Men.

Sugar Kane 03-02-2011 10:09

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Even the engineer couldn't find the programs. Although they are advertised frequently, they do not exist on my listings! I will repost and see if I have any joy. If not, I may as well downgrade to the L package!:mad:

It seems like there is nothing in place to help customers when things go wrong. No one can give me any answers, and all the while, I am paying for a half arsed service. It just isn't good enough.

Digital Fanatic 03-02-2011 10:16

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165562)
Even the engineer couldn't find the programs. Although they are advertised frequently, they do not exist on my listings! I will repost and see if I have any joy. If not, I may as well downgrade to the L package!:mad:

You should have them. I would definatley post in your thread on our community forum.

It can be raised to your local headend then to check if it's missing there. :)

Sugar Kane 03-02-2011 10:35

Re: Missing content- the ongoing saga! Please, somebody help me!
 
That is what is so frustrating. People are assuming that I am stupid and don't know where to search for them, but I have tried by channel, by genre, by A-Z, if they are supposed to be in a folder, I have checked the folder, and still nothing. I posted in the other forum simultaneously, and so far DF, you are the only person who appears to give a damn. Cheryl never got back to me about the headend, and that was a week ago today. Even if it is not fixed immediately, I at least want to know that VM are aware that there is a fault, and that it is their fault and not mine, and that the are doing their best to correct it. Unluckily for them, I don't give up and go away easily.

mersey70 03-02-2011 10:36

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165562)
Even the engineer couldn't find the programs. Although they are advertised frequently, they do not exist on my listings! I will repost and see if I have any joy. If not, I may as well downgrade to the L package!:mad:

It seems like there is nothing in place to help customers when things go wrong. No one can give me any answers, and all the while, I am paying for a half arsed service. It just isn't good enough.

We spoke last week, it was me who confirmed the shows were indeed available (and still are). Sorry to hear you're still having problems. I just had a look at the online VM Player to see if any of the said shows were available on there as a stopgap but sadly not.

Hope it gets sorted soon, I had a look at the Digital Spy OD threads and no one else has mentioned this content as missing, then again they may not have noticed. I wouldn't have looked unless you had mentioned it.

The VM forum seems useful for ordering a new remote control and little else, in my opinion. As ever the staff like Ben run rings around the forum team. Some of them don't even seem familiar with the search option.

alwaysabear 03-02-2011 10:46

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I have been trying to find Yogi Bear which is being advertised as on demand for my granddaughter, I have searched everywhere ,but I cannot find it. I must be missing it somewhere,any help as to where it is located would be appreciated. :confused:

Sugar Kane 03-02-2011 10:59

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35165594)
I have been trying to find Yogi Bear which is being advertised as on demand for my granddaughter, I have searched everywhere ,but I cannot find it. I must be missing it somewhere,any help as to where it is located would be appreciated. :confused:

I can't find Yogi Bear either. Can you find the shows that I have mentioned? Would you mind looking?

---------- Post added at 11:59 ---------- Previous post was at 11:56 ----------

It looks as though Heroes Season two should also be available on tv choice and is not. I can find it on the VM player, but I would much rather watch it sat on the couch and not at my pc. And after all, that is what we are paying for!

mersey70 03-02-2011 11:06

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165604)
I can't find Yogi Bear either. Can you find the shows that I have mentioned? Would you mind looking?

---------- Post added at 11:59 ---------- Previous post was at 11:56 ----------

It looks as though Heroes Season two should also be available on tv choice and is not. I can find it on the VM player, but I would much rather watch it sat on the couch and not at my pc. And after all, that is what we are paying for!

No Yogi Bear here either, it is indeed advertised even on a banner on TV Guide.

Sugar Kane 03-02-2011 11:09

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by mersey70 (Post 35165586)
We spoke last week, it was me who confirmed the shows were indeed available (and still are). Sorry to hear you're still having problems. I just had a look at the online VM Player to see if any of the said shows were available on there as a stopgap but sadly not.

Hope it gets sorted soon, I had a look at the Digital Spy OD threads and no one else has mentioned this content as missing, then again they may not have noticed. I wouldn't have looked unless you had mentioned it.

The VM forum seems useful for ordering a new remote control and little else, in my opinion. As ever the staff like Ben run rings around the forum team. Some of them don't even seem familiar with the search option.

I have to say, the help on this forum is vastly superior and people actually seem to care. If I am the only person who has this problem, I would at least like to know why. It is not a one off show that is missing, no fewer that 6 series are missing from from tv choice, and if I was anal enough to run a whole listing off, I bet I would find a whole lot more. If it weren't for the fact the new shows were advertised, I would be none the wiser. I hope this problem is sorted quickly too, but at the moment, I am struggling to even convince anyone that there is a problem and I doubt whether it has even been taken seriously by anyone other that Digital Fanatic:angel:. In the VM forum, their answer was to send an engineer out to me. He gave me a new box, but that was all he could do- he is not responsible for what gets uploaded at the headend. If I phone up and complain, I am sure they would just send another engineer out and ignore the real issue because it is just easier.

alwaysabear 03-02-2011 11:12

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165604)
I can't find Yogi Bear either. Can you find the shows that I have mentioned? Would you mind looking?

I have The mentalist seasons 1 & 2, True Blood season 3, 1 episode and Two and a half men season 7 12 episodes, sorry to here of your woes its very frustrating. Hope it is sorted soon.

Sugar Kane 03-02-2011 11:15

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35165617)
I have The mentalist seasons 1 & 2, True Blood season 3, 1 episode and Two and a half men season 7 12 episodes, sorry to here of your woes its very frustrating. Hope it is sorted soon.

I just hope I can make someone listen, it seems that I have an isolated case. If they can't fix it, they can reduce my monthly subscription fee because at the moment I am clearly being ripped off!

Digital Fanatic 03-02-2011 11:19

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165626)
I just hope I can make someone listen, it seems that I have an isolated case. If they can't fix it, they can reduce my monthly subscription fee because at the moment I am clearly being ripped off!

My good advise would be to post in your thread on our community forum and push (politely of course , as you have been :) ) for a resolution.

It does sound like a headend issue that nobody else has noticed in your area.

Update the guys there and they can chase again for you.

alwaysabear 03-02-2011 11:22

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35165633)
My good advise would be to post in your thread on our community forum and push (politely of course , as you have been :) ) for a resolution.

It does sound like a headend issue that nobody else has noticed in your area.

Update the guys there and they can chase again for you.

Any news on Yogi Bear Df, I have searched all of TV choice without success.

Sugar Kane 03-02-2011 11:24

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35165633)
My good advise would be to post in your thread on our community forum and push (politely of course , as you have been :) ) for a resolution.

It does sound like a headend issue that nobody else has noticed in your area.

Update the guys there and they can chase again for you.

I have posted there and have been told that they will "look into it". Like they did a week ago. The ultimate fob off! Perhaps if I post exactly the same thread every day until they sort it out I can annoy them enough to actually do something!

Digital Fanatic 03-02-2011 11:34

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35165640)
Any news on Yogi Bear Df, I have searched all of TV choice without success.

It's not on mine either. I'll chase it up on Saturday when I'm in the office :)

---------- Post added at 12:34 ---------- Previous post was at 12:24 ----------

Quote:

Originally Posted by Sugar Kane (Post 35165643)
I have posted there and have been told that they will "look into it". Like they did a week ago. The ultimate fob off! Perhaps if I post exactly the same thread every day until they sort it out I can annoy them enough to actually do something!

They will contact the RHE to see if they can replicate your fault. I think when you got a tech the other day, it was left to him/her to see if there was a fault locally.

Give them a day to get a responce and if they don't get back, then bump the thread.

Stay polite ;) :)

alwaysabear 03-02-2011 11:38

Re: Missing content- the ongoing saga! Please, somebody help me!
 
[QUOTE=Digital Fanatic;35165645]It's not on mine either. I'll chase it up on Saturday when I'm in the office :)[COLOR="Silver"]

---------- Post added at 12:34 ---------- Previous post was at 12:24 ----------

cheers DF :D

Sugar Kane 03-02-2011 11:46

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I have just tried to start watching Heroes season 2 on the VM player as it is not available on my tv. Two minutes in, an error message comes up saying that someone else is logged in as me and it can't continue playing. Do any of VM's services work?! This is beyond a joke now.

Joedm45 03-02-2011 12:03

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Although it does sound like a VM issue, do you know anyone else in your area with VM TV? Are the shows missing on theirs too?

alwaysabear 03-02-2011 12:36

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I have just received my electric magazine Yogi bear does not start until 5th February on TV choice on demand.

Digital Fanatic 03-02-2011 12:41

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35165739)
I have just received my electric magazine Yogi bear does not start until 5th February on TV choice on demand.

ah, cool. Advertising getting ahead of itself :)

Sugar Kane 03-02-2011 12:49

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35165645)
[/COLOR]

They will contact the RHE to see if they can replicate your fault. I think when you got a tech the other day, it was left to him/her to see if there was a fault locally.

Give them a day to get a responce and if they don't get back, then bump the thread.

Stay polite ;) :)


Hehe. I will try! You are the only one I have faith in though. ;)

Digital Fanatic 03-02-2011 12:54

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35165751)
Hehe. I will try! You are the only one I have faith in though. ;)

They usual mail the RHE engineer and he has to go to your local headend to check. or if he lives locally, he checks his stb.

Once it's established there is a RHE issue it is then raised as a platform outage and the On Demand Team will investigate.

They can't engage the On Demand Team until they've proved the issue. let us know how you get on. :)

NuclearWinter 04-02-2011 11:30

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Does it take a while for new customers to get all the on demand content? Because I was installed yesterday and have the same problem as the thread creator.

I'm missing a bunch of stuff. I do have series 1 of The Mentalist, but not series 2 and I'm missing the other shows the original poster mentioned. My US Boxsets section of TV Choice is also completely empty.

Digital Fanatic 04-02-2011 11:37

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35166640)
Does it take a while for new customers to get all the on demand content? Because I was installed yesterday and have the same problem as the thread creator.

I'm missing a bunch of stuff. I do have series 1 of The Mentalist, but not series 2 and I'm missing the other shows the original poster mentioned. My US Boxsets section of TV Choice is also completely empty.

Where are you?

NuclearWinter 04-02-2011 11:41

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35166657)
Where are you?

I'm in Tonbridge, area reference 018.

Digital Fanatic 04-02-2011 11:47

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35166664)
I'm in Tonbridge, area reference 018.

Newton Abbott RHE then. Do as SugarKane has done and post on our VM Community Forum. They can run some checks for you.

NuclearWinter 04-02-2011 11:51

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35166672)
Newton Abbott RHE then. Do as SugarKane has done and post on our VM Community Forum. They can run some checks for you.

Isn't Newton Abbot in Devon? I'm in Kent, or am I misunderstanding how the areas work?

I'll post on the VM community forum though, cheers.

Digital Fanatic 04-02-2011 11:57

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35166681)
Isn't Newton Abbot in Devon? I'm in Kent, or am I misunderstanding how the areas work?

I'll post on the VM community forum though, cheers.

sorry fuzzy head today :dunce:

Yeah if you are in Kent then it's Crawley ;) :)

Sugar Kane 04-02-2011 18:34

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I have just checked the service status for my area to see if anything has been found... Sorry, this service isn't working at the moment. Please try again later on." :rolleyes:

NuclearWinter 06-02-2011 11:43

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Well, you aren't alone anymore Sugar Kane. Looks like I have the same problem with missing content. I'm betting that others out there have the same problem and just haven't noticed.

I'm certain the problem is on Virgin's end as both my boxes have the same content missing. So I very much doubt replacing them would do anything.

Sugar Kane 06-02-2011 13:03

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35168444)
Well, you aren't alone anymore Sugar Kane. Looks like I have the same problem with missing content. I'm betting that others out there have the same problem and just haven't noticed.

I'm certain the problem is on Virgin's end as both my boxes have the same content missing. So I very much doubt replacing them would do anything.

Which means they will have to do something now then, thanks for the info. ;) I am hoping that since so much maintenance is going on today, this problem should be sorted out soon. If it isn't, I will be asking for a refund for the shows I have missed whilst this has been going on!

---------- Post added at 14:03 ---------- Previous post was at 13:18 ----------

Head. Brick wall. I have reported this three times to three different people at VM and each time I am having to explain the situation from the beginning, which indicates that no-one communicates at VM, and the problem is no closer to being sorted.

Sugar Kane 06-02-2011 19:11

Re: Missing content- the ongoing saga! Please, somebody help me!
 
REVELATION!!!!!

The aforementioned shows are still listed absolutely nowhere on my service, but now if you type the name of the show in on the search option on tv choice, the episode list appears and you can watch the program. Still, the listing issue needs to be sorted out by Virgin Media, but at least I can get on and watch them now. :rolleyes:

Digital Fanatic 06-02-2011 21:38

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35168769)
REVELATION!!!!!

The aforementioned shows are still listed absolutely nowhere on my service, but now if you type the name of the show in on the search option on tv choice, the episode list appears and you can watch the program. Still, the listing issue needs to be sorted out by Virgin Media, but at least I can get on and watch them now. :rolleyes:

Fantastic... so it sounds like a fault with the folder. This makes sense as VoD desk would still see the content being available to you.

I see you've updated your thread on our Forum too. :)

NuclearWinter 07-02-2011 00:53

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35168769)
REVELATION!!!!!

The aforementioned shows are still listed absolutely nowhere on my service, but now if you type the name of the show in on the search option on tv choice, the episode list appears and you can watch the program. Still, the listing issue needs to be sorted out by Virgin Media, but at least I can get on and watch them now. :rolleyes:

Confirmed! This works for me too. Thank you!

It's a bit of a pain though. Do you happen to know if this will be an easy fix Digital Fanatic?

essjay 07-02-2011 06:40

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35166664)
I'm in Tonbridge, area reference 018.

You are off Basildon RHE will take a look

Digital Fanatic 07-02-2011 09:06

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35168973)
Confirmed! This works for me too. Thank you!

It's a bit of a pain though. Do you happen to know if this will be an easy fix Digital Fanatic?

Should be. Update your threads (on VM community forum) with this info and a ticket can be raised for the folders being faulty.

Sugar Kane 10-02-2011 18:23

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Still nothing done about the folders as of yet. But I had some courtesy call from a foreign call centre basically saying, we don't know what the fault is, but it will be corrected soon. Yeah, cheers for that!

NuclearWinter 10-02-2011 19:53

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Several other people are reporting exactly the same issue in my thread on the VM forum. No info from Virgin yet, but will be continuing to keep fingers crossed.

Digital Fanatic 10-02-2011 23:44

Re: Missing content- the ongoing saga! Please, somebody help me!
 
If you don't get any further by Saturday then I'll chase it up for you two.

Have either been given a Remedy number (fault reference) ?

alwaysabear 11-02-2011 09:21

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35172014)
If you don't get any further by Saturday then I'll chase it up for you two.

Have either been given a Remedy number (fault reference) ?

This links to there thread on VM forum http://community.virginmedia.com/t5/.../322133/page/2
This has now been raised as a general fault under ticket 1515254. We hope to have an update soon

Digital Fanatic 11-02-2011 09:36

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35172113)
This links to there thread on VM forum http://community.virginmedia.com/t5/.../322133/page/2
This has now been raised as a general fault under ticket 1515254. We hope to have an update soon

Cheers. I'll check this out later. :tu:

ShadowTD 11-02-2011 11:03

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Yet again, CF > Community forum :D

Digital Fanatic 11-02-2011 19:23

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Ok, we have a few sites with this problem. Mainly Southampton RHE and Newton Abbott.

Should be fixed with 24hrs.

NuclearWinter 14-02-2011 13:19

Re: Missing content- the ongoing saga! Please, somebody help me!
 
No fix yet :(

NuclearWinter 16-02-2011 13:22

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Virgin have closed this issue as fixed now, though I only found out through another thread on the community forum because they didn't update mine... It is definitely not fixed for me, no improvement at all.

Anything changed for you Sugar Kane?

Sugar Kane 17-02-2011 08:46

Re: Missing content- the ongoing saga! Please, somebody help me!
 
It has only just been sorted on mine, check your service today. It should not have taken almost a month though, it's just not good enough. This content will have vanished soon, new content will be uploaded and I dare say, we could have the same issue all over again.

NuclearWinter 17-02-2011 11:45

Re: Missing content- the ongoing saga! Please, somebody help me!
 
It's still broken here :(

Tried turning both boxes off and on again at the wall and still none of the missing content. To make it worse I seem to be missing most new stuff that gets added too. I'm getting very frustrated that Virgin seem to have stopped responding to my thread.

Sugar Kane 20-02-2011 09:53

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35176405)
It's still broken here :(

Tried turning both boxes off and on again at the wall and still none of the missing content. To make it worse I seem to be missing most new stuff that gets added too. I'm getting very frustrated that Virgin seem to have stopped responding to my thread.

Keep bumping it NW, keep calling and generally annoy the hell out of them to get it fixed. You are a new customer right? Tell them that you will cancel your contract on the grounds that they are not providing you with the service you are paying for, and whilst you are at it, let them know what poor customer service you have been getting. It is unacceptable! :mad:

MartMart 20-02-2011 10:16

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Seeing lots of familiar people here! Anyway for people that haven't seen my posts in the Virgin Media Sofa forums I too have lots of missing content.

Sugar Kane 20-02-2011 11:50

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by MartMart (Post 35178461)
Seeing lots of familiar people here! Anyway for people that haven't seen my posts in the Virgin Media Sofa forums I too have lots of missing content.

A lot of VM employees post here, Digital Fanatic is particularly helpful. You just need to complain constantly until it is fixed, it worked for me! ;)

---------- Post added at 12:50 ---------- Previous post was at 12:26 ----------

Quote:

Originally Posted by MartMart (Post 35178461)
Seeing lots of familiar people here! Anyway for people that haven't seen my posts in the Virgin Media Sofa forums I too have lots of missing content.

Mart Mart, if you have the same fault as us, you should be able to access the "missing" content by choosing the search option and manually typing in the name of the show you want to watch. The content is there, it's just hidden. Hope that helps. ;)

NuclearWinter 20-02-2011 13:32

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35178456)
Keep bumping it NW, keep calling and generally annoy the hell out of them to get it fixed. You are a new customer right? Tell them that you will cancel your contract on the grounds that they are not providing you with the service you are paying for, and whilst you are at it, let them know what poor customer service you have been getting. It is unacceptable! :mad:

I'm giving it another week and then I'll be contacting the CEO's office and pointing out my cancellation window is about to end and I need this fixed if I'm to remain a customer.

MartMart 20-02-2011 15:25

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Yeah I have been finding shows by searching for it, found 30 Rock that way. But how do I know what to search for if I don't know what is available? For all I know I am missing out on classic episodes of Noel's House Party, Rosie & Jim, Dinnerladies and Gladiators, but unless I physically search for every show I can think of, I don't know if it is missing because Virgin Media's system is not working, or they just don't appreciate the quality of the areformentioned shows.

They don't have to bother with American rubbish like Roseanne, Home Improvement and Ally McBeal though, just the classic British shows like Ab Fab and The Brittas Empire.

Sorry getting carried away with 90s TV!!!

MartMart 21-02-2011 15:36

Re: Missing content- the ongoing saga! Please, somebody help me!
 
All working for me now. Someone phoned up to ask if it was working whilst at work but now I am back home I have checked the channels and the A-Z and the programmes are listed in both places.:)

NuclearWinter 21-02-2011 16:44

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I got the same phone call.

However it's only partially fixed. Some shows are back but not others... Still no Planet Earth or Dr Who on BBC for example.

Sugar Kane 22-02-2011 18:54

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35179260)
I got the same phone call.

However it's only partially fixed. Some shows are back but not others... Still no Planet Earth or Dr Who on BBC for example.

Keep harrassing them, you're still within your option to cancel window NW! ;)

NuclearWinter 22-02-2011 19:00

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35180059)
Keep harrassing them, you're still within your option to cancel window NW! ;)

Will do! Can you confirm that you have Planet Earth and Dr Who in your BBC folder?

I'd be especially interested if MartMart has these programmes as we're on the same headend.

Sugar Kane 15-03-2011 09:54

Re: Missing content- the ongoing saga! Please, somebody help me!
 
A new month, and a new load of missing content! Oh, the rewards of being a VM customer! I don't intent to spend the rest of my life reporting faults, so I am going to start looking at other providers. This is beyond a joke.

NuclearWinter 15-03-2011 10:42

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Yup, 88 replies to my thread on the community forum now. Plenty of people reporting the same content missing and it still isn't fixed. I don't think Virgin even known what the problem is.

Sugar Kane 15-03-2011 16:47

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35193062)
I don't think Virgin even known what the problem is.

We are seven weeks in. Unless they have been doing absolutely nothing about it, I would expect some kind of answer by now. If they can't work out what the problem is, they can discount our bills instead because we are still not getting the content we are paying for. I am sick and tired of this. The longer I have been with Virgin, the worse the service has become.

Mr-S 16-03-2011 21:21

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35193325)
We are seven weeks in. Unless they have been doing absolutely nothing about it, I would expect some kind of answer by now. If they can't work out what the problem is, they can discount our bills instead because we are still not getting the content we are paying for. I am sick and tired of this. The longer I have been with Virgin, the worse the service has become.

Had the same issues as you with On demand and Online player which only resolved a few days ago but just saw this thread in Seven Kings headend area. Had so many tech probs with TV and Internet plus poor customer service I used to deal with Twitter team rather than call 150 but when they promised me a trial TiVo for the headaches we have had and didnt come through with it or add promised credits for loss of service to the account complained to CEO office. Been promised a free TiVo (though still yet to get it, been told will be contacted at end of the month) and there given me a replacement Samsung V+ in meantime until TiVo is installed.

Try complaining there via email and detail all of the issues in an email and CEO office are more likely to help you.

NuclearWinter 27-04-2011 12:57

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Bumping this back up to report that the problem STILL isn't fixed despite VM continually raising tickets about it for the past 3 months. Not only is some content still missing but the What We're Watching menus are a complete mess these days with comedy shows in the FA Cup Classics menu, Muhammad Ali shows in the Star Wars menu and so on.

To top it off, the TV Choice menus are literally unusable on TiVo boxes with the menus freezing up when trying to scroll through the programme listings. No idea if the problems are related, but since it only effects TV Choice (and not Catch Up) it's possible that they are and the TiVo box just can't handle the screwed up content.

Sugar Kane 28-04-2011 07:25

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Bump.

---------- Post added at 08:25 ---------- Previous post was at 08:24 ----------

The problem is, no one at VM cares, because they already have our money. Not for much longer. Another day, another problem...

Sugar Kane 12-05-2011 09:51

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35224160)
Bump.

---------- Post added at 08:25 ---------- Previous post was at 08:24 ----------

The problem is, no one at VM cares, because they already have our money. Not for much longer. Another day, another problem...

I'm quoting myself just to prove a point. No help from anyone since I posted this. Virgin DO NOT CARE! :mad:

alwaysabear 12-05-2011 10:06

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35234528)
I'm quoting myself just to prove a point. No help from anyone since I posted this. Virgin DO NOT CARE! :mad:

I am sorry you are still having this issue, it is a shocking state of affairs. I see you have also contacted the CEO office, usually they are very helpful.:(

NuclearWinter 12-05-2011 12:07

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35234533)
I am sorry you are still having this issue, it is a shocking state of affairs. I see you have also contacted the CEO office, usually they are very helpful.:(

There's a 150+ page topic about the problem on the Virgin forums and they still haven't managed to deal with it. Numerous pointless fault tickets that get raised and closed without change to the issue, customer service employees that say they're just waiting to hear from an engineer and will update us soon, then weeks pass by and they never respond with an update.

In 3 months as a Virgin customer I've had more problems (including billing errors now!) than I had in over 12 years with Sky.

Sugar Kane 12-05-2011 12:37

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35234592)
There's a 150+ page topic about the problem on the Virgin forums and they still haven't managed to deal with it. Numerous pointless fault tickets that get raised and closed without change to the issue, customer service employees that say they're just waiting to hear from an engineer and will update us soon, then weeks pass by and they never respond with an update.

In 3 months as a Virgin customer I've had more problems (including billing errors now!) than I had in over 12 years with Sky.

The service has frankly been disgusting. The tickets only seem to get raised so it looks as if they are doing something. If they don't know what the problem is, the need to be HONEST about it. In the meantime, give us some of our money back to keep us sweet!

---------- Post added at 13:37 ---------- Previous post was at 13:18 ----------

Judging by what content is actually showing up in the folders, there must be content missing, otherwise Virgin Media have no decent content to offer. The problem I face now is that the advertising of content has changed and so it no longer alerts to me to what is new. I have gone to VM's website to find out what is currently showing on TV Choice and the list is far from comprehensive. The 'thousands' of programs amount to around 8 pages of rubbish, mainly from BABY TV (!) and totally ignore content that is actually showing on my listings -House Season 1 for example. Why can VM not even get this right? What am I missing, I don't know, because apparently, they don't know either!

TOTALLY RIDICULOUS!

Sugar Kane 12-05-2011 17:30

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I have just seen Vampire Diaries advertised, it isn't in any of the folders but is there if you use the search function by typing it in. Back to square one!

Digital Fanatic 12-05-2011 17:32

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35234902)
I have just seen Vampire Diaries advertised, it isn't in any of the folders but is there if you use the search function by typing it in. Back to square one!

Do you still have an ongoing thread on the VM Community Forum? What is the last responce from 2nd line?

NuclearWinter 12-05-2011 17:56

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35234907)
Do you still have an ongoing thread on the VM Community Forum? What is the last responce from 2nd line?

There's an ongoing 168 post thread where those of us experiencing the problem (including Sugar Kane) are posting right here:

http://community.virginmedia.com/t5/...322133/page/17

The latest response from anyone at Virgin is:

"I'm at a bit of a loss at who I can go to with this, because as you say it's been around the normal processes and we're still exactly in the same place as we have always been.

All I can do is promise that I will try and chase this up tomorrow to see if we can get some sort of answer/fault raised or hopefully a promise that this is going to be prioritised and sorted in the near future."

Since it's been raised as a fault about a dozen times already, I'm not hopeful.

essjay 12-05-2011 17:58

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I'm going to take a look at this tomorrow, and get to the bottom of it.

NuclearWinter 12-05-2011 18:02

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35234902)
I have just seen Vampire Diaries advertised, it isn't in any of the folders but is there if you use the search function by typing it in. Back to square one!

Some of the content we reported missing 3 months ago is still missing (Planet Earth for example), and new stuff keeps goes missing whenever any changes are made to TV Choice. Not to mention some folders are completely empty and others have pages full of duplicates. And the fact that these pages freeze up entirely on TiVo boxes, making TV Choice pretty much unusable.

Digital Fanatic 12-05-2011 18:10

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by NuclearWinter (Post 35234963)
There's an ongoing 168 post thread where those of us experiencing the problem (including Sugar Kane) are posting right here:

http://community.virginmedia.com/t5/...322133/page/17

The latest response from anyone at Virgin is:

"I'm at a bit of a loss at who I can go to with this, because as you say it's been around the normal processes and we're still exactly in the same place as we have always been.

All I can do is promise that I will try and chase this up tomorrow to see if we can get some sort of answer/fault raised or hopefully a promise that this is going to be prioritised and sorted in the near future."

Since it's been raised as a fault about a dozen times already, I'm not hopeful.

I see Mike is dealing with it at the moment. Hmmm it does seem like a major fault with your headend. I do know tickets have been raised and fixed for your particular headend.

It must be a software problem if content is constantly not uploading. Our monitoring software should show if somethings not uploaded, but it seems to be a folder issue as well from what I can see.

No doubt Mike will get a ticket raised, I'll have a look at it tomorrow if I can.

---------- Post added at 19:08 ---------- Previous post was at 19:07 ----------

Quote:

Originally Posted by essjay (Post 35234966)
I'm going to take a look at this tomorrow, and get to the bottom of it.

Cheers essjay :tu:

It seems like a folder issue as they are saing they can find programmes in a search, but if they don't know it's there then they can't search.

---------- Post added at 19:10 ---------- Previous post was at 19:08 ----------

Quote:

Originally Posted by NuclearWinter (Post 35234972)
Some of the content we reported missing 3 months ago is still missing (Planet Earth for example), and new stuff keeps goes missing whenever any changes are made to TV Choice. Not to mention some folders are completely empty and others have pages full of duplicates. And the fact that these pages freeze up entirely on TiVo boxes, making TV Choice pretty much unusable.

Essjay is going to take a look at it.

Sugar Kane 12-05-2011 18:36

Re: Missing content- the ongoing saga! Please, somebody help me!
 
It's lovely that someone is actually taking notice, but come June 1st, we'll back at square one again. The initial tickets that were raised corrected that particular months listings, but the same problems occur each time new content is uploaded. The fixes need to be put into place before the content is uploaded to make sure they go into folders and not just floating around in the background hiding.

weemac 12-05-2011 18:54

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by alwaysabear (Post 35165617)
I have The mentalist seasons 1 & 2, True Blood season 3, 1 episode and Two and a half men season 7 12 episodes, sorry to here of your woes its very frustrating. Hope it is sorted soon.

I thought I would have a look and see if I had these shows, I have Two and a half men season 6 but not any of the other two

Digital Fanatic 12-05-2011 19:35

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Sugar Kane (Post 35235020)
It's lovely that someone is actually taking notice, but come June 1st, we'll back at square one again. The initial tickets that were raised corrected that particular months listings, but the same problems occur each time new content is uploaded. The fixes need to be put into place before the content is uploaded to make sure they go into folders and not just floating around in the background hiding.

If anyone can get a permanant fix, then essjay would be the one.

P.S. We do care you know :)

MartMart 12-05-2011 20:09

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35235076)
P.S. We do care you know :)

Difficult to know sometimes:)

Another_Account 12-05-2011 21:23

Re: Missing content- the ongoing saga! Please, somebody help me!
 
I've been a loyal customer to Virgin after switching from Sky but over the last three weeks I'm becoming increasingly frustrated.

To raise issues on a Community Forum to have investigations undertaken is ridiculous. I have next to nothing on Demand with "sorry, there aren't any programmes of this type right now" - I also recently posted on the BBC I-player forum to no avail.

WTF Virgin!!!!

Sugar Kane 13-05-2011 07:23

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by weemac (Post 35235047)
I thought I would have a look and see if I had these shows, I have Two and a half men season 6 but not any of the other two

I think these may have been from a few months back Weemac. These shows were eventually sorted out. ;) Does the Vampire Diaries show in your WB folder, or your A-Z?

---------- Post added at 08:19 ---------- Previous post was at 08:15 ----------

Quote:

Originally Posted by Digital Fanatic (Post 35235076)
If anyone can get a permanant fix, then essjay would be the one.

P.S. We do care you know :)

You seem to be in the minority DF. Most VM Staff who have been involved have obviously found the problem too taxing and have instead focused their attention on people who need replacement remotes. :dozey: No one yet has stuck with us and seen it through to the resolution- I hope Essjay can help.

---------- Post added at 08:23 ---------- Previous post was at 08:19 ----------

[QUOTE=Another_Account;35235168]
To raise issues on a Community Forum to have investigations undertaken is ridiculous. [QUOTE]

The staff on the forums are infinitely more helpful though, if you call for help you will be told to reset your box and they will send an engineer out! :dozey:

Digital Fanatic 13-05-2011 07:58

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Essjay is on the case. The fault ref is 1603419. Should be fixed later today.

---------- Post added at 08:38 ---------- Previous post was at 08:38 ----------

Quote:

Originally Posted by Another_Account (Post 35235168)
I've been a loyal customer to Virgin after switching from Sky but over the last three weeks I'm becoming increasingly frustrated.

To raise issues on a Community Forum to have investigations undertaken is ridiculous. I have next to nothing on Demand with "sorry, there aren't any programmes of this type right now" - I also recently posted on the BBC I-player forum to no avail.

WTF Virgin!!!!

What area are you in?

---------- Post added at 08:58 ---------- Previous post was at 08:38 ----------

Quote:

Originally Posted by MartMart (Post 35235111)
Difficult to know sometimes:)

When I say "We", I mean the VM Staff on here. :)

mikep 13-05-2011 08:47

Re: Missing content- the ongoing saga! Please, somebody help me!
 
The same thing "Sorry, there aren't any programmes of this type right now" is happening in Teesside.

I see the following on status page

Quote:

You will currently be experiencing a limited number of programmes to view on your Video On Demand services. Our engineers are aware of this issue and are currently working to fix it fast. We apologise for any inconvenience this may be causing.
  • Date Issue raised: April 27 2011, 17:12
  • Estimated repair time: May 13 2011, 09:00
  • Fault reference: F001588834

But the thing is it only started happening yesterday so seems they've broken mine while trying to fix everyone elses :p

essjay 13-05-2011 09:03

Re: Missing content- the ongoing saga! Please, somebody help me!
 
^ Can you provide me with the path you took to get that message. e.g TV choice on demand > TV choice Xl etc etc etc and will take a look

mikep 13-05-2011 09:34

Re: Missing content- the ongoing saga! Please, somebody help me!
 
essjay:

https://my.virginmedia.com/service-status/details
and enter your details.

essjay 13-05-2011 09:41

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by mikep (Post 35235339)

I mean on your set top

mikep 13-05-2011 09:44

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Ah sorry,
it happened when trying to goto warner tv

TV Choice -> XL -> By Channel -> Warner TV (doing it form memory).

and Music Choice by Artist A-Z some letters are missing, and many songs / artists have been cut off.

essjay 13-05-2011 12:12

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Warner TV should now be available in Portsmouth and Teeside

MartMart 13-05-2011 15:03

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Digital Fanatic (Post 35235290)
When I say "We", I mean the VM Staff on here. :)

I know you are DF

scotmac 13-05-2011 15:08

Re: Missing content- the ongoing saga! Please, somebody help me!
 
OD and catch up all fine on my V+

denphone 13-05-2011 15:10

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Virgin need to up their game in their video on demand because there are serious rivals emerging and if they do not up their game someone else will come along to take their place.

Stephen 13-05-2011 15:57

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by denphone (Post 35235558)
Virgin need to up their game in their video on demand because there are serious rivals emerging and if they do not up their game someone else will come along to take their place.

Who for example? No one comes close to VMs VOD service.

denphone 13-05-2011 16:00

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Stephen (Post 35235605)
Who for example? No one comes close to VMs VOD service.

Sky are adding more and more and remember that youview and others are coming along.:erm::erm:

devilincarnate 13-05-2011 16:05

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by denphone (Post 35235615)
Sky are adding more and more and remember that youview and others are coming along.:erm::erm:

Yes as they have tied all the VOD content in the programmes that they have bought:confused:

muppetman11 13-05-2011 16:35

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by Stephen (Post 35235605)
Who for example? No one comes close to VMs VOD service.

That's a pretty bold statement , while their delivery method is probably better their content most certainly isn't , they still have shows from TW days.

denphone 13-05-2011 16:45

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by muppetman11 (Post 35235664)
That's a pretty bold statement , while their delivery method is probably better their content most certainly isn't , they still have shows from TW days.

Stephen has always been forthright with his statements but that does not mean he,s right all the time but neither am l right all the time but l am more right then wrong.:D:D

devilincarnate 13-05-2011 16:51

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by denphone (Post 35235680)
Stephen has always been forthright with his statements but that does not mean he,s right all the time but neither am l right all the time but l am more right then wrong.:D:D

I'am half right and also half left as well:D:D:D:D

denphone 13-05-2011 16:57

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by devilincarnate (Post 35235690)
I'am half right and also half left as well:D:D:D:D

What about half in the middle.:D:D:D:D

devilincarnate 13-05-2011 16:58

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by denphone (Post 35235708)
What about half in the middle.:D:D:D:D

I'am central:D:D:D:D:D

denphone 13-05-2011 17:01

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by devilincarnate (Post 35235710)
I'am central:D:D:D:D:D

What at the centre of the universe.:D:D:D

devilincarnate 13-05-2011 17:03

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by denphone (Post 35235720)
What at the centre of the universe.:D:D:D

42:D

denphone 13-05-2011 17:07

Re: Missing content- the ongoing saga! Please, somebody help me!
 
Quote:

Originally Posted by devilincarnate (Post 35235727)
42:D

What 42 universe,s.:D:D


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