Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I've been having issues trying to watch several On Demand programmes from channels that are in the Mix package, so I contacted Virgin Media's customer service team for help. They have confirmed that all the On Demand content from channels that are included in my package should be available, so they think it's a problem with the box. I don't think it is the box as there is absolutely no logic in that, it is far more likely that that their end the programmes have simply have the incorrect package permissions applied to them, but they won't listen.

Before I waste my time and their engineers time on a call-out, can anyone with the Mix package see if they have the same issue?

For example:

On Demand > Box Sets > Channels > Sky One (some programmes)
On Demand > Box Sets > Channels > SYFY (some programmes)
On Demand > Box Sets > Channels > CBS Drama (all programmes)
On Demand > Kids > Tiddlers TV (all programmes)
On Demand > Kids > Virgin TV Kids (all programmes)
On Demand > Kids > Cartoon Network (all programmes)
On Demand > Kids > Cartoonito (all programmes)
On Demand > Kids > Boomerang (all programmes)
On Demand > Kids > Pop (all programmes)
On Demand > Kids > Tiny Pop (all programmes)

Thanks in advance.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I had similar and just powered the box off for a few minutes to solve it.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Unfortunately that's not worked for me. Another customer on DS has said they have the same issue so I'm not the only one and it's not my box.

If anyone else here has the same issue please let me know and maybe I can convince VM not to waste everyone's time sending an engineer out!

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

It's not a fault. The On Demand packages are not the same as the broadcast ones. For examples, you need to be on the L pack (or whatever it's called these days) to get Tiddlers TV On Demand.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Have you checked the status for your area? Mine is showing problems with internet and on demand services at the moment, and these are being attended to now.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

A member of the customer services team has confirmed to me, in writing, that all of the channels listed above are included in the Mix package, both live and On Demand.

Tiddlers TV, the example you've given and is On Demand only, is very clearly advertised as being included in the Mix package, see here:

http://www.virginmedia.com/shop/bundles/mix-bundle.html

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Well I'm afraid they are wrong.

The broadcast channel 700 (now called VTV Kids) is available in Mix. But the On Demand content isn't.

Please don't shoot the messenger.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Please explain why you think you know better than Virgin Media's own staff? A link to any evidence of it perhaps?

The link I posted is quite clear, the Tiddlers TV service is advertised as included in the Mix package, Virgin Media themselves have confirmed this is writing. If that's a lie, Advertising Standards would be very interested in this!

---------- Post added at 15:39 ---------- Previous post was at 15:36 ----------

Another example, the E! channel is also included on the Mix package, but if you go to:

Catch Up > Channels > E!

All programmes show 'Upgrade to watch' / 'Subscribe'. That cannot be correct.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Why do you think I don't? :shocked:

Your box is providing the evidence.

It is correct. The E! broadcast channel is available in Mix, but you need to be on L to watch the SD VOD content, or XL to watch the HD VOD content.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Do you work for Virgin Media then, otherwise how could you possibly know the details of what On Demand content is available in which packages? That information isn't available publicly anywhere.

Here's another example...

CBS Reality, CBS Action and CBS Drama are all included in the Mix package. If I go to the Catch Up section, all 3 channels are listed, all the programmes from CBS Reality and CBS Action are available to watch. However, all the programmes from CBS Drama again show 'Upgrade to watch' / 'Subscribe'. Exactly why would that be?

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Spiderplant Knows his onions SonicMaster rest assured.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Spiderplant knows his stuff, he has been dispensing lots of help across this forum for many years.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Yes he does, in a better position to know this than customer services, so I suggest you bear this in mind and respond accordingly.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I don't dispute that what Spiderplant is saying is an accurate account of what permissions are currently in place, hence why myself and others aren't able to access certain TV shows, but I don't believe that this is what Virgin Media intends to be happening. I know they can be fairly inept sometimes, but there would be absolutely no reason to prevent viewers from accessing the same TV shows that they can watch and record on the live channels, in the On Demand section.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

It is definitely intentional. Can't say I like it much, though, as it does cause a lot of confusion. I suppose the logic is that if you pay more, you get more ways to view it.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

So, as per my example, why can Mix customers watch CBS Reality and CBS Action programmes on Catch Up but not CBS Drama programmes. 3 channels, same company, same package. How is that logical?

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Sorry, I can't answer that. I'm not involved in these decisions.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Do you think it is also intentional that Mix customers can watch C+I on Virgin TV Go, but not on the V6 box, or that History HD is available to Mix customers now but not the standard and +1 versions. I just don't believe that none of these are mistakes!

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I suspect History HD being available to Mix customers is intentional, as it replaced Yesterday.

I know nothing about TV Go.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Well in that case both the Virgin Media website article about the 'replacement' channels, and the updated Channel Guide, are wrong... as they both clearly state that History HD is for Full House customers only:

http://www.virginmedia.com/shop/tv/tvupdate.html

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

A VM website is inaccurate ?

Shoocking, that surely cannot be true. :eek:

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

On Demand > Box Sets > Channels > SYFY

3 programmes listed:

Dimension 404
Killjoys
The Librarians

Every episode of each available series of both Killjoys and The Librarians is available to watch, even in HD, on the Mix package.

All episodes of Dimension 404, 'Unsubscribed' / 'Upgrade to watch'.

I suppose that's intentional too?!

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I'm sure at some point in the past, Box Sets were an XL/Full House exclusive, and also at some point you got access to the same OD content as per the channels you had access to.

We're on Full House/XL so it's an immaterial argument - but relatives are on lower packages and seem to get a lot more "please subscribe" than I thought they should - this thread helps make sense!!

I'm glad the reality is as clear as mud then...

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I am on the mix package as well, and am the other guy on DS that Sonic refers to.

I also have this problem. Even on ITV I cannot access all the on demand series in box sets.

A new series of "sick note" started which I can watch.
Tried to watch the first series again , but told to upgrade.

I accept your explanation Spiderplant and thanks for your interest and replies, but it does seem a strange way to run things.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

Not sure. Possibly the rights are inherited from the originator of the content.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

There is no way that the originator of the content will have a say on which package VM make the content available to, the contract is between the channel operator and VM. I don't see why you can't accept the possibility that someone technical at VM has made a simple mistake. Unless you work for VM and either know otherwise or are just defending them. Sorry.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

It is possible. It's also possible that someone non-technical, at VM or elsewhere, has made a mistake. But it's also possible that it's not a mistake at all.

Which is why I said "Not sure" and "Possibly".

I also said not to shoot the messenger!

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

The frustration is that Virgin Media's own staff insist that these issues are a problem with my box, when it's clearly not, so they want to waste both my time and an engineers time doing a home visit.

Although you won't confirm that you work for VM I will assume that you do from your responses, so thank you for trying to understand the problem, and if you know of any way of me contacting someone that can look into it, without coming to my home, that would be much appreciated.

Re: Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem
 

I found an interesting post from a customer on Virgin Media's own forum about the issue with Virgin TV Kids, including Tiddlers TV: