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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.
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I'll check my STB now...... I've got 12 Episodes of 2 & 1/2 Men. |
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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. |
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It can be raised to your local headend then to check if it's missing there. :) |
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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.
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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. |
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:
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---------- 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! |
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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. |
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---------- Post added at 12:34 ---------- Previous post was at 12:24 ---------- Quote:
Give them a day to get a responce and if they don't get back, then bump the thread. Stay polite ;) :) |
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 |
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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.
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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?
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I have just received my electric magazine Yogi bear does not start until 5th February on TV choice on demand.
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Hehe. I will try! You are the only one I have faith in though. ;) |
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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. :) |
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. |
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I'll post on the VM community forum though, cheers. |
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Yeah if you are in Kent then it's Crawley ;) :) |
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:
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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. |
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---------- 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. |
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: |
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I see you've updated your thread on our Forum too. :) |
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It's a bit of a pain though. Do you happen to know if this will be an easy fix Digital Fanatic? |
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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!
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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.
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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) ? |
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This has now been raised as a general fault under ticket 1515254. We hope to have an update soon |
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Yet again, CF > Community forum :D
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Ok, we have a few sites with this problem. Mainly Southampton RHE and Newton Abbott.
Should be fixed with 24hrs. |
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No fix yet :(
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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? |
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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.
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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. |
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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.
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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!!! |
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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.:)
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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. |
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I'd be especially interested if MartMart has these programmes as we're on the same headend. |
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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.
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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.
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Try complaining there via email and detail all of the issues in an email and CEO office are more likely to help you. |
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. |
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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... |
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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. |
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---------- 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! |
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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!
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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. |
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I'm going to take a look at this tomorrow, and get to the bottom of it.
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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:
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:
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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.
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P.S. We do care you know :) |
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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!!!! |
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---------- Post added at 08:19 ---------- Previous post was at 08:15 ---------- Quote:
---------- 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: |
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Essjay is on the case. The fault ref is 1603419. Should be fixed later today.
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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:
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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
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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. |
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Warner TV should now be available in Portsmouth and Teeside
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OD and catch up all fine on my V+
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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.
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