VOD : Q. When is HD Catch Up not HD...?

[wokingsteve]

A. When its between 8-10pm in the GU21 post code area.

HD Catch Up on Demand works fine most of the day. Then when you really want to watch it in the evening - up comes the 'unavailable service' box- code 9132. So we have to watch in SD instead.

This problem also exists with HD Movies on demand. So we select one - pay for it - then it will not show - code 9132 - then we ring the nice people at Customer Service - they say 'we'll refund the money' [which does happen] and 'we'll monitor the fault' [which I assume they do - but nothing happens].

I suspect its a capacity and high demand problem [?], which is a shame because otherwise it is a good service.

Rant over - but may be someone can tell me more than customer service?

[mersey70]

Originally Posted by wokingsteve

A. When its between 8-10pm in the GU21 post code area.

HD Catch Up on Demand works fine most of the day. Then when you really want to watch it in the evening - up comes the 'unavailable service' box- code 9132. So we have to watch in SD instead.

This problem also exists with HD Movies on demand. So we select one - pay for it - then it will not show - code 9132 - then we ring the nice people at Customer Service - they say 'we'll refund the money' [which does happen] and 'we'll monitor the fault' [which I assume they do - but nothing happens].

I suspect its a capacity and high demand problem [?], which is a shame because otherwise it is a good service.

Rant over - but may be someone can tell me more than customer service?

Whilst I have never encountered the 'high demand' problem personally it does appear to affect some regions, it appears to have been going on for a long time.

If it says 'high demand' it appears to be the local headend servers not being able to cope and is an age old programme. If it just says 'temporarily unavailable' more often than not (for me) it will work if I try again in a minute.

The high demand message seems more serious and particularly affects HD content at peak times, VM have recently completed server upgrades but it appears it may not have been to address the high demand issue as it is still being reported on forums.

[Digital Fanatic]

Originally Posted by wokingsteve

A. When its between 8-10pm in the GU21 post code area.

HD Catch Up on Demand works fine most of the day. Then when you really want to watch it in the evening - up comes the 'unavailable service' box- code 9132. So we have to watch in SD instead.

This problem also exists with HD Movies on demand. So we select one - pay for it - then it will not show - code 9132 - then we ring the nice people at Customer Service - they say 'we'll refund the money' [which does happen] and 'we'll monitor the fault' [which I assume they do - but nothing happens].

I suspect its a capacity and high demand problem [?], which is a shame because otherwise it is a good service.

Rant over - but may be someone can tell me more than customer service?

It's both for 9132. HD uses 4 times the amount of streaming space as SD VoD, so is the first thing to be dropped, instead of stopping all VoD streams in contention scenerios.

[muppetman11]

Originally Posted by wokingsteve

A. When its between 8-10pm in the GU21 post code area.

HD Catch Up on Demand works fine most of the day. Then when you really want to watch it in the evening - up comes the 'unavailable service' box- code 9132. So we have to watch in SD instead.

This problem also exists with HD Movies on demand. So we select one - pay for it - then it will not show - code 9132 - then we ring the nice people at Customer Service - they say 'we'll refund the money' [which does happen] and 'we'll monitor the fault' [which I assume they do - but nothing happens].

I suspect its a capacity and high demand problem [?], which is a shame because otherwise it is a good service.

We had this a while back , it's really annoying however fair play to VM they sorted the contention issue out as it no longer does it.
Rant over - but may be someone can tell me more than customer service?

[bonzoe]

Agree with you, HD VOD is pot luck - sometimes it tries to work with lots of stuttering but other times get "please try again later", this also happens with SD but not so often.

Another annoying thing is that the box keeps reminding me that the channel I am watching is also available in HD when I chose to watch SD to get regional content.