On Demand Freezing

brisycom · 09-09-2009, 08:17

Morning all,

Since about Friday of last week, whenever watching an on-demand programmes whether on catch up or tv choice the picture periodically freezes / jumps and it is getting really annoying now. To explain the problem more, it is just like when windows media player re-buffers on a live stream and slightly jumps to catch up.

It does it on all 3 boxes in the house and it is not just ours, my sister who lives around the corner has the same on her on demand as well.

Is there a known issue with this at the moment..? I am in the solent (PO12) region.

Nothing wrong with the tv channels, just the on-demand programmes.

Regards,
Brian

pjh1950 · 09-09-2009, 12:17

Not quite on topic, but does anyone understand the timing of when new programs appear in the on-demand queue? For example, at 10:30pm on Monday there was only 1 program available after 17:15, whereas more typically there is up to a couple of hours delay. I presume there is some manual intervention to remove adverts etc, but sometimes it does seem to be a very long delay.

Woolly One · 09-09-2009, 13:19

Quote:

Originally Posted by brisycom

Morning all,

Since about Friday of last week, whenever watching an on-demand programmes whether on catch up or tv choice the picture periodically freezes / jumps and it is getting really annoying now. To explain the problem more, it is just like when windows media player re-buffers on a live stream and slightly jumps to catch up.

It does it on all 3 boxes in the house and it is not just ours, my sister who lives around the corner has the same on her on demand as well.

Is there a known issue with this at the moment..? I am in the solent (PO12) region.

Nothing wrong with the tv channels, just the on-demand programmes.

Regards,
Brian

We had the same in Ipswich(IP1) area a couple of weeks ago. There was nothing on the VM status pages to show any prob, however after a quick(!?!) call to 151, they said they would move it upto a level two problem & get back - 20 mins later, it was working fine

However - I did have to give any account details, etc. The non-UK call centre person said that they were already aware of the prob - Strange.

brisycom · 14-09-2009, 09:23

Hi Woolly One,

I will take your advice and call them later as this is getting really annoying now.

Regards
Brisy

---------- Post added at 09:23 ---------- Previous post was at 07:57 ----------

I had a feeling this would not be straight forward.

Just rung faults and got through to the offshore call centre, after 5 minutes of repeating my telephone number and account number 10 or 15 times he manages to get my account details up.

Explain to him that on-demand jumps every so often and freezes, he then tells me there is no fault reported in area.

I explain that TV service is fine and it is just the playback of on-demand, and that it is like it on all 3 boxes, and indeed on a family members box who lives in same town.

Would not listen and just insisted that a tech must visit tomorrow, tried to explain that more likely a server problem as had on-demand issues before and perhaps it would be better to escalate to faults team to rectify as before, but no he said a tech must visit and he will sort out.

Why is it that when you want a tech to visit you can't get one, and when you don't because you know it is a server issue you get one.

Trouble is that the tech will call tomorrow and it will be fine, because it may only glitch 2 or 3 times during programme, it is not all the time.

Grrrrrrrrrrr Grrrrrrrrrr Grrrrrrrrrr............

Brisy

VMboy · 18-10-2009, 14:56

I am having the very same problem affecting catch up too, I am in the Scotland area.

A tech is visiting next week apparently.

Looks like a ticket has been raised for the problem this morning and this afternoon.

http://status-cable.virginmedia.com/...ticket=1105950

VMboy · 18-10-2009, 20:49

4 hours have come and gone, still no updates on the service status page.

http://status-cable.virginmedia.com/...ticket=1105950

---------- Post added at 20:49 ---------- Previous post was at 19:43 ----------

Update by Paul Clark at 20:34

Our engineers are still currently investigating the root cause of this issue. Further updates will be provided when they become available.

Virgin Media apologise for any inconvenience caused.

VMboy · 19-10-2009, 13:28

A further update today at 08:01 from Karl Greenwood.

Our engineers are still currently investigating the root cause of this issue. Further updates will be provided when they become available.

Virgin Media apologise for any inconvenience caused.

---------- Post added at 13:28 ---------- Previous post was at 11:36 ----------

UPDATE

19/10/2009 12:43 Karl Greenwood

Detailed Description

This issue is still under investigation by our engineers. Further updates will be posted when available

Virgin Media apologise for any inconvenience caused.

- Virgin Media Technical Support

VMboy · 19-10-2009, 22:11

Message on 151 TV fault line is that they have found the fault, and the on demand should be working fine by 12 midnight.

---------- Post added at 22:11 ---------- Previous post was at 20:42 ----------

This is getting ridiculous now, the OD service has been having freezing problems for over 2 or 3 days, and still not fixed.

Compensation perhaps?

VMboy · 20-10-2009, 14:23

No update on the ticket today, has this fault been fixed?

http://status-cable.virginmedia.com/...ticket=1105950

---------- Post added at 14:23 ---------- Previous post was at 13:01 ----------

The same 151 voice message is heard regarding this fault, the girl is saying it should be fixed by 10am, surely this should be updated by now.

VMboy · 20-10-2009, 23:05

20/10/2009 18:33 Kay Campbell Digital TV 4 Hours Updated P1
Detailed Description
This issue is still under investigation by our engineers. Further updates will be posted when available Virgin Media apologise for any inconvenience caused. - Virgin Media Technical Support

Very strange, 151 last night said they had found the fault, now they are saying they are still investigating.

Will this ever be fixed.

VMboy · 21-10-2009, 09:39

21/10/2009 08:00 Tomos Jones Digital TV 4 Hours Updated P1
Detailed Description
Service has now been restored. Our engineers will continue to monitor this issue for any further occurrences. Further updates will be posted when available.

Virgin Media would like to apologise for any inconvenience caused.

- Virgin Media Technical Support

---------- Post added at 09:39 ---------- Previous post was at 08:09 ----------

I kept my engineer visit, and he has fitted an equaliser to keep the settings looking normal.

tvout · 21-10-2009, 20:26

I'm watching a programme on BBC iPlayer on the TV now which isn't playing properly at all at the moment, it's all distorted and blocky and making all sorts of high pitched and robotic noises. Some times rewinding a little bit and replaying it gets it going again but often it doesn't. Had it on another programme the other day, it's getting really annoying. I could probably watch the programme fine on iplayer on my laptop...

VMboy · 21-10-2009, 21:15

Quote:

Originally Posted by tvout

I'm watching a programme on BBC iPlayer on the TV now which isn't playing properly at all at the moment, it's all distorted and blocky and making all sorts of high pitched and robotic noises. Some times rewinding a little bit and replaying it gets it going again but often it doesn't. Had it on another programme the other day, it's getting really annoying. I could probably watch the programme fine on iplayer on my laptop...

Which programme is this, I will check it on mine?

tvout · 21-10-2009, 22:01

It seems to come and go though, I can watch the same programme again and it'd be fine. Specifically it's a kiddie programme called 'Horrible Histories', quite funny though!

I called 151 and spoke to a guy called Nayesh who told me that there are technical problems in my area at the moment.

VMboy · 21-10-2009, 22:20

Quote:

Originally Posted by tvout

It seems to come and go though, I can watch the same programme again and it'd be fine. Specifically it's a kiddie programme called 'Horrible Histories', quite funny though!

I called 151 and spoke to a guy called Nayesh who told me that there are technical problems in my area at the moment.

Same here mate, I was told it's a national problem.

I am experiencing the same as you, off and on.

Keep in touch if you find out any more info, I will do likewise.

---------- Post added at 22:20 ---------- Previous post was at 22:14 ----------

UPDATE

21/10/2009 22:13 Andrew Clear Digital TV 4
Detailed Description
Our engineers are still currently investigating the root cause of this issue. Further updates will be provided when they become available.

Virgin Media apologise for any inconvenience caused.

Virgin Media Technical Support