Problems with On Demand

sequin01 · 31-03-2005, 17:28

I'm having problems watching movies from On Demand - and customer services have been pretty useless !! I start to watch a movie and (even though I've entered my pin and pressed select to buy movie) after 10 minutes the movie cuts off (I know there is a free 10 minute preview period but I had paid for the movie) I phoned NTL who said they would make a note of it and to phone again if I was charged - but I shouldn't be as I'd only had the free preview. I tried to watch another movie and the same thing happened, this time the Technical support guy said they were having problems with 4 movies, the 1 I wanted to watch being 1 of them. Got my bill today and they'd charged me 2 lots of Ã‚Â£3.50!! even though all I've ever got to watch is the 10 minute previews!!

Funny thing is both times I was trying to watch during the day and when I tried to watch I Robot last night at 7.30 it was O.K. so it seems to only happen when I try and watch during daytime - I've checked the settings and nothings blocked (before I was trying to watch Van Helsing and I wondered if it was a parental block thing)

NTL have agreed to credit the Ã‚Â£7.00
any ideas to stop this happening again ??

shredder · 31-03-2005, 18:03

hello, that's a strange one only happening during the day time!, i work in the faults department, i can take a look at the stb for you and if necessary refer it to our second line to fun further checks, if you pm me your acc details. i'm sure one of the mods will confirm i am a staff member

Bob · 31-03-2005, 18:13

Just a side note: there are no free previews of movies anymore like there used to be on the analogue system

sequin01 · 31-03-2005, 18:14

thanks for that

not sure if it is just a daytime problem, just seemed strange that after 3 attempts at watching films during the day (I also tried Secret Window at about 6pm) it let me watch one at 7.30

Was it true what I was told about there being problems with some films? Surely they should stop broadcasting them if that's the case, and I wouldn't be the only one who'd had this problem.

Why did I still get charged when I'd only watched the supposedly "free" 10 minute preview ?

Bob · 31-03-2005, 18:15

I think thats strange because if you don't watch the movie you aren't supposed to get charged

shredder · 31-03-2005, 18:26

there being a problem with just four films is not something i am aware of ,there is no record on the system we use to check for area faults. what area are you in?
__________________

Quote:

Originally Posted by Bob

I think thats strange because if you don't watch the movie you aren't supposed to get charged

Really? i didn't know this we are still being told to advise the cmr they are not being charged. when i booked a film recently it still said, i had a freeview period?

sequin01 · 31-03-2005, 21:57

I'm in West Hertfordshire, Berkhamsted

the guy I spoke to on the technical queries said there were 4 films affected, Van Helsing being one of them, but that it should be fixed later that day - I tried to watch it again a week later and still had the same problem !

Heinz · 31-03-2005, 23:47

Quote:

Originally Posted by sequin01

I'm having problems watching movies from On Demand - and customer services have been pretty useless !! I start to watch a movie and (even though I've entered my pin and pressed select to buy movie) after 10 minutes the movie cuts off (I know there is a free 10 minute preview period but I had paid for the movie) I phoned NTL who said they would make a note of it and to phone again if I was charged - but I shouldn't be as I'd only had the free preview. I tried to watch another movie and the same thing happened, this time the Technical support guy said they were having problems with 4 movies, the 1 I wanted to watch being 1 of them. Got my bill today and they'd charged me 2 lots of Ã‚Â£3.50!! even though all I've ever got to watch is the 10 minute previews!!

Funny thing is both times I was trying to watch during the day and when I tried to watch I Robot last night at 7.30 it was O.K. so it seems to only happen when I try and watch during daytime - I've checked the settings and nothings blocked (before I was trying to watch Van Helsing and I wondered if it was a parental block thing)

NTL have agreed to credit the Ã‚Â£7.00
any ideas to stop this happening again ??

It can't be the film you state does not appear on on demand.

sequin01 · 01-04-2005, 18:34

it was at the beginning of March I tried to watch - I've only just got the bill.

I just checked my TV - I pressed the On Demand button then Movies A-Z and Van Helsing is on at 10 past every hour today !!!??

shredder · 01-04-2005, 18:43

Quote:

Originally Posted by Heinz

It can't be the film you state does not appear on on demand.

It does it appears on both of my stb's at ten past the hour

Bob · 01-04-2005, 18:55

And Van Helsing was on every day last month, but it finishes on Sunday