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Message 1 of 10 (225 Views)

ITV Collections not working, error code 401

I've been trying to watch a series on ITV Collections recently and it's never worked.  Other 'on demand' channels seem OK, apart from some occasional stuttering, but this one always fails with a 401 error.

I've been through the telephone support system a couple of times, they have run diagnostics and can't find anything wrong.  Last weekend it was passed onto Networks and I was told it would be resolved in a couple of days.  A week later and it's still not working.

I tried again with the telephone support last night but yet again was told they were extremely busy and the wait time could be up to 30 minutes.

Having an fault like this is bad enough, the appalling support is so frustrating.

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Message 2 of 10 (210 Views)

Re: ITV Collections not working, error code 401

Hello CurlyKylie,

 

Thanks for posting and I'm very sorry to hear about this.

 

I would certainly like to help here but I'm unable to locate your account.

 

I'm just going to send you a private message which you will find if you click on the purple envelope at the top right of the screen.

 

Talk to you soon

Rose
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Message 3 of 10 (202 Views)

Re: ITV Collections not working, error code 401

Thanks for providing your account details.

 

I would just like to ask a few more questions regarding error code 401.

 

  • What is the series called?
  • Is it a HD or SD version?
  • Are you experiencing this error with any of programs within ITV collections?

 

Speak soon

Rose
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Message 4 of 10 (193 Views)

Re: ITV Collections not working, error code 401

Hi Rose, we are trying to watch The Durrells in standard definition and are still getting the error message.  It wasn't easy to find something else on ITV Collections but eventually got The 39 Steps which did start OK, we ran it for about five minutes.  That would imply it's not the channel but something more specific to the programme.

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Message 5 of 10 (182 Views)

Re: ITV Collections not working, error code 401

I've just had another play around and S1E6 worked, as did S1E2.  It looks like the fault is only with The Durrells Series 1 Episode 1.

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Message 6 of 10 (167 Views)

Re: ITV Collections not working, error code 401

Thanks for getting back to me.

 

I have raised this to our outage team for further investigation.

 

I'll be in touch once there's an update and hopefully this will be resolved for you soon.

 

Kind regards

Rose
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Message 7 of 10 (164 Views)

Re: ITV Collections not working, error code 401

Lovely, thank you Rose.

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Message 8 of 10 (144 Views)

Re: ITV Collections not working, error code 401

Hi Rose, we tried it again last night and it worked. I presume it was something just affecting that one programme, thank you for raising and resolving it.
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Message 9 of 10 (85 Views)

Re: ITV Collections not working, error code 401

Hello We are having the same problem with the last episode of Victoria.  How did you fix this? Thanks Kate

 

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Message 10 of 10 (75 Views)

Re: ITV Collections not working, error code 401

Hi JumpedUp,

 

Sorry to hear this.

 

I have responded to your separate thread so that we can discuss this further.

 

Speak to you soon,

 

Nat_J


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