VOD Two specific VOD problems: V+ in BS37

japitts · 09-11-2011, 18:00

Both of these problems have been posted on the normally-excellent VM support site, but, well, lets just say I don't have total confidence in whoever they're passing the faults to...

1: TV-Choice "What's new". As per http://tinyurl.com/c6buokp - don't get me wrong, not a major issue, but I totally fail to see the logic of asking customers (and techs) to check signal levels before progressing this. It strikes me as a bit like asking a mobile phone user to check their coverage or "try somewhere else" because they can't call a specific number when every other one is fine.

2: "The Jury" from Monday night on ITV. As per http://tinyurl.com/ccstmpx - I've looked again just now, and it's the same. I can only find it by searching, and it's not working from there.

I'm sure most of the people in the support teams are an asset to VM, but I'm just not feeling it at the moment.

Digital Fanatic · 09-11-2011, 18:34

Quote:

Originally Posted by japitts

Both of these problems have been posted on the normally-excellent VM support site, but, well, lets just say I don't have total confidence in whoever they're passing the faults to...

1: TV-Choice "What's new". As per http://tinyurl.com/c6buokp - don't get me wrong, not a major issue, but I totally fail to see the logic of asking customers (and techs) to check signal levels before progressing this. It strikes me as a bit like asking a mobile phone user to check their coverage or "try somewhere else" because they can't call a specific number when every other one is fine.

2: "The Jury" from Monday night on ITV. As per http://tinyurl.com/ccstmpx - I've looked again just now, and it's the same. I can only find it by searching, and it's not working from there.

I'm sure most of the people in the support teams are an asset to VM, but I'm just not feeling it at the moment.

1. Sounds like somethings been lost in translation in the fault ticket. I get the same on my V+HD box, TiVo is ok as it displays a little differently. It's not blank entries though, it's just missing information on some programmes as far as I can see.

2. Jamie has staged it to the VOD team

spiderplant · 09-11-2011, 18:41

I can recreate the missing entries one too. Can you raise a new ticket, DF?

Digital Fanatic · 09-11-2011, 19:04

Quote:

Originally Posted by spiderplant

I can recreate the missing entries one too. Can you raise a new ticket, DF?

Not in work SP. Is Essjay around?

essjay · 09-11-2011, 20:07

I am indeed

Unfortunately I am not back in the office until the weekend. Can take a look then if it hasn't already been resolved.

There is a fault already raised against the first issue, I have not been in since Saturday so I don't know the status of this.

Issue number two should have been picked up by the VOD desk for investigation.

spiderplant · 09-11-2011, 20:11

The first ticket (F001789558) is closed saying customer needs tech

. Unless you know of another one?

essjay · 09-11-2011, 20:19

Quote:

Originally Posted by spiderplant

The first ticket (F001789558) is closed saying customer needs tech

Not sure if that is the ticket (can't check form home

) just remember seeing that issue last week. Did the customer have a tech ? Very unlikely that a tech could fix that, to me it looks like a metadata issue.

spiderplant · 09-11-2011, 20:57

Don't think they've had a tech, thankfully.

japitts · 12-11-2011, 19:15

Thanks to all the VM staff in this forum - as good as the support forum is for some things, I got more "sense" out of this site than them, and I did cancel the tech visit on the strength of this - and indeed, the missing programs have subsequently appeared.

There's still a problem with the "TV Choice" listings, but that's certainly not service-affecting, and as long as the relevant team in VM recognise this as a VOD fault rather than blaming it on a box or signal issue, that's fine by me.

One thing I've noticed with CatchUp OD the past week or so though, is that it's been very slow to "catch up" on a few occasions. To give examples:

- Programs missing in SD but available in HD - post on the support site, and a fault is recognised and resolved, but seems to be happening more frequently.

- Programs missing that would previously have been available. eg Eastenders has, for as long as I can remember, carried the daily episodes and the omnibus. This may have changed a while, but it's only now carrying the daily episodes. Not a major drama (although it caught us out with Friday's ep last night and we had to watch it online).

An example being the 10pm BBC News. A couple of days last week, the previous days bulletin was still showing well after 10pm. it wouldn't play, but the listing was still very clearly there. At the same time, programs from that night were completely missing until the following morning - for several months it has been good at getting some evening content available within an hour or so.

Dunno - just a gut feeling I've had this past week. Really do appreciate the help from the VM-staff on here.

Digital Fanatic · 13-11-2011, 08:42

We've raised a new ticket for the TV Choice Formatting / synopsis problem. ref 1798938

japitts · 13-11-2011, 16:17

Thanks for the update DF, it's useful to know that the problem is "in hand" with someone.

I've found a few more gremlins with CatchUp today, that I suspect are just more examples of the same bug as affected Jury. Programs missing outright, missing in SD but available in HD, or missing in the A-Z/daily listings but pick up in search... but don't show. I've reported them via the support site, but incase it helps someone...

Eastenders Thursday: Only in HD
Dangerous Drivers School from Channel 5 (pretty sure they pick up the Monday ep): Only on search, but doesn't play
National Lottery Wedsnesday: Only on search, but doesn't play
Strictly Come Dancing from last night: Not available at all

The last two don't really interest me from watching them.. but are further examples of the same thing.

Anyhow...

Digital Fanatic · 13-11-2011, 16:23

Thanks.. we do appreciate you reporting these issues

essjay · 13-11-2011, 18:42

Quote:

Originally Posted by japitts

Eastenders Thursday: Only in HD
Dangerous Drivers School from Channel 5 (pretty sure they pick up the Monday ep): Only on search, but doesn't play
National Lottery Wedsnesday: Only on search, but doesn't play
Strictly Come Dancing from last night: Not available at all

The last two don't really interest me from watching them.. but are further examples of the same thing.

Anyhow...

Really I heard you enjoyed dancing round your living room waiting for the results to come in, wearing your tutu

I've sorted these this afternoon but there is a bit of a backlog now so may take some time.

japitts · 14-11-2011, 06:37

Nice, and ha ha essjay :-)

Dangerous Drivers & Strictly look to be fixed this morning, Lottery & Eastenders still missing. That's some backlog :-(

japitts · 14-11-2011, 16:26

Have you any idea as to how long these should take to appear? These (EE & lottery) are still missing tonight, although Sunday's omnibus is available so it may just be easier to watch it there....