Missing content- the ongoing saga! Please, somebody help me! - Page 5

Mr-S · 16-03-2011, 22:21

Quote:

Originally Posted by Sugar Kane

We are seven weeks in. Unless they have been doing absolutely nothing about it, I would expect some kind of answer by now. If they can't work out what the problem is, they can discount our bills instead because we are still not getting the content we are paying for. I am sick and tired of this. The longer I have been with Virgin, the worse the service has become.

Had the same issues as you with On demand and Online player which only resolved a few days ago but just saw this thread in Seven Kings headend area. Had so many tech probs with TV and Internet plus poor customer service I used to deal with Twitter team rather than call 150 but when they promised me a trial TiVo for the headaches we have had and didnt come through with it or add promised credits for loss of service to the account complained to CEO office. Been promised a free TiVo (though still yet to get it, been told will be contacted at end of the month) and there given me a replacement Samsung V+ in meantime until TiVo is installed.

Try complaining there via email and detail all of the issues in an email and CEO office are more likely to help you.

NuclearWinter · 27-04-2011, 13:57

Bumping this back up to report that the problem STILL isn't fixed despite VM continually raising tickets about it for the past 3 months. Not only is some content still missing but the What We're Watching menus are a complete mess these days with comedy shows in the FA Cup Classics menu, Muhammad Ali shows in the Star Wars menu and so on.

To top it off, the TV Choice menus are literally unusable on TiVo boxes with the menus freezing up when trying to scroll through the programme listings. No idea if the problems are related, but since it only effects TV Choice (and not Catch Up) it's possible that they are and the TiVo box just can't handle the screwed up content.

Sugar Kane · 28-04-2011, 08:25

Bump.

---------- Post added at 08:25 ---------- Previous post was at 08:24 ----------

The problem is, no one at VM cares, because they already have our money. Not for much longer. Another day, another problem...

Sugar Kane · 12-05-2011, 10:51

Quote:

Originally Posted by Sugar Kane

Bump.

---------- Post added at 08:25 ---------- Previous post was at 08:24 ----------

The problem is, no one at VM cares, because they already have our money. Not for much longer. Another day, another problem...

I'm quoting myself just to prove a point. No help from anyone since I posted this. Virgin DO NOT CARE!

alwaysabear · 12-05-2011, 11:06

Quote:

Originally Posted by Sugar Kane

I'm quoting myself just to prove a point. No help from anyone since I posted this. Virgin DO NOT CARE!

I am sorry you are still having this issue, it is a shocking state of affairs. I see you have also contacted the CEO office, usually they are very helpful.

NuclearWinter · 12-05-2011, 13:07

Quote:

Originally Posted by alwaysabear

I am sorry you are still having this issue, it is a shocking state of affairs. I see you have also contacted the CEO office, usually they are very helpful.

There's a 150+ page topic about the problem on the Virgin forums and they still haven't managed to deal with it. Numerous pointless fault tickets that get raised and closed without change to the issue, customer service employees that say they're just waiting to hear from an engineer and will update us soon, then weeks pass by and they never respond with an update.

In 3 months as a Virgin customer I've had more problems (including billing errors now!) than I had in over 12 years with Sky.

Sugar Kane · 12-05-2011, 13:37

Quote:

Originally Posted by NuclearWinter

There's a 150+ page topic about the problem on the Virgin forums and they still haven't managed to deal with it. Numerous pointless fault tickets that get raised and closed without change to the issue, customer service employees that say they're just waiting to hear from an engineer and will update us soon, then weeks pass by and they never respond with an update.

In 3 months as a Virgin customer I've had more problems (including billing errors now!) than I had in over 12 years with Sky.

The service has frankly been disgusting. The tickets only seem to get raised so it looks as if they are doing something. If they don't know what the problem is, the need to be HONEST about it. In the meantime, give us some of our money back to keep us sweet!

---------- Post added at 13:37 ---------- Previous post was at 13:18 ----------

Judging by what content is actually showing up in the folders, there must be content missing, otherwise Virgin Media have no decent content to offer. The problem I face now is that the advertising of content has changed and so it no longer alerts to me to what is new. I have gone to VM's website to find out what is currently showing on TV Choice and the list is far from comprehensive. The 'thousands' of programs amount to around 8 pages of rubbish, mainly from BABY TV (!) and totally ignore content that is actually showing on my listings -House Season 1 for example. Why can VM not even get this right? What am I missing, I don't know, because apparently, they don't know either!

TOTALLY RIDICULOUS!

Sugar Kane · 12-05-2011, 18:30

I have just seen Vampire Diaries advertised, it isn't in any of the folders but is there if you use the search function by typing it in. Back to square one!

Digital Fanatic · 12-05-2011, 18:32

Quote:

Originally Posted by Sugar Kane

I have just seen Vampire Diaries advertised, it isn't in any of the folders but is there if you use the search function by typing it in. Back to square one!

Do you still have an ongoing thread on the VM Community Forum? What is the last responce from 2nd line?

NuclearWinter · 12-05-2011, 18:56

Quote:

Originally Posted by Digital Fanatic

Do you still have an ongoing thread on the VM Community Forum? What is the last responce from 2nd line?

There's an ongoing 168 post thread where those of us experiencing the problem (including Sugar Kane) are posting right here:

http://community.virginmedia.com/t5/...322133/page/17

The latest response from anyone at Virgin is:

"I'm at a bit of a loss at who I can go to with this, because as you say it's been around the normal processes and we're still exactly in the same place as we have always been.

All I can do is promise that I will try and chase this up tomorrow to see if we can get some sort of answer/fault raised or hopefully a promise that this is going to be prioritised and sorted in the near future."

Since it's been raised as a fault about a dozen times already, I'm not hopeful.

essjay · 12-05-2011, 18:58

I'm going to take a look at this tomorrow, and get to the bottom of it.

NuclearWinter · 12-05-2011, 19:02

Quote:

Originally Posted by Sugar Kane

I have just seen Vampire Diaries advertised, it isn't in any of the folders but is there if you use the search function by typing it in. Back to square one!

Some of the content we reported missing 3 months ago is still missing (Planet Earth for example), and new stuff keeps goes missing whenever any changes are made to TV Choice. Not to mention some folders are completely empty and others have pages full of duplicates. And the fact that these pages freeze up entirely on TiVo boxes, making TV Choice pretty much unusable.

Digital Fanatic · 12-05-2011, 19:10

Quote:

Originally Posted by NuclearWinter

There's an ongoing 168 post thread where those of us experiencing the problem (including Sugar Kane) are posting right here:

http://community.virginmedia.com/t5/...322133/page/17

The latest response from anyone at Virgin is:

"I'm at a bit of a loss at who I can go to with this, because as you say it's been around the normal processes and we're still exactly in the same place as we have always been.

All I can do is promise that I will try and chase this up tomorrow to see if we can get some sort of answer/fault raised or hopefully a promise that this is going to be prioritised and sorted in the near future."

Since it's been raised as a fault about a dozen times already, I'm not hopeful.

I see Mike is dealing with it at the moment. Hmmm it does seem like a major fault with your headend. I do know tickets have been raised and fixed for your particular headend.

It must be a software problem if content is constantly not uploading. Our monitoring software should show if somethings not uploaded, but it seems to be a folder issue as well from what I can see.

No doubt Mike will get a ticket raised, I'll have a look at it tomorrow if I can.

---------- Post added at 19:08 ---------- Previous post was at 19:07 ----------

Quote:

Originally Posted by essjay

I'm going to take a look at this tomorrow, and get to the bottom of it.

Cheers essjay

It seems like a folder issue as they are saing they can find programmes in a search, but if they don't know it's there then they can't search.

---------- Post added at 19:10 ---------- Previous post was at 19:08 ----------

Quote:

Originally Posted by NuclearWinter

Some of the content we reported missing 3 months ago is still missing (Planet Earth for example), and new stuff keeps goes missing whenever any changes are made to TV Choice. Not to mention some folders are completely empty and others have pages full of duplicates. And the fact that these pages freeze up entirely on TiVo boxes, making TV Choice pretty much unusable.

Essjay is going to take a look at it.

Sugar Kane · 12-05-2011, 19:36

It's lovely that someone is actually taking notice, but come June 1st, we'll back at square one again. The initial tickets that were raised corrected that particular months listings, but the same problems occur each time new content is uploaded. The fixes need to be put into place before the content is uploaded to make sure they go into folders and not just floating around in the background hiding.

weemac · 12-05-2011, 19:54

Quote:

Originally Posted by alwaysabear

I have The mentalist seasons 1 & 2, True Blood season 3, 1 episode and Two and a half men season 7 12 episodes, sorry to here of your woes its very frustrating. Hope it is sorted soon.

I thought I would have a look and see if I had these shows, I have Two and a half men season 6 but not any of the other two