Tivo V6 : Anyone on Mix have an 'Upgrade to watch' / 'Subscribe' problem

[SonicMaster]

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.

[Taf]

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

[SonicMaster]

Originally Posted by Taf

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

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!

[spiderplant]

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.

[OLD BOY]

Originally Posted by SonicMaster

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.

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.

[SonicMaster]

Originally Posted by spiderplant

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.

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

[spiderplant]

Originally Posted by SonicMaster

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.

Well I'm afraid they are wrong.

Originally Posted by SonicMaster

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

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.

[SonicMaster]

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.

[spiderplant]

Originally Posted by SonicMaster

Please explain why you think you know better than Virgin Media's own staff?

Why do you think I don't?

Originally Posted by SonicMaster

A link to any evidence of it perhaps?

Your box is providing the evidence.

Originally Posted by SonicMaster

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.

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.

[SonicMaster]

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?

[denphone]

Spiderplant Knows his onions SonicMaster rest assured.

[alwaysabear]

Originally Posted by SonicMaster

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?

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

Originally Posted by SonicMaster

Do you work for Virgin Media then

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

[SonicMaster]

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.

[spiderplant]

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.