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Catch Up 4 On-demand only Showing 3 days

__
Dialled in

I started logging this because every time I checked it seemed VM had just increased the "..hope to fix this by..." date further into the future. I first saw this issue back in March. I started logging "progress" daily from April 11th.

From the Vigin Media Service Status page:

TV
There's a TV issue in GU14 xxx {last part redacted}

Thanks for your patience while we work to fix things as quick as we can.

STATUS2

Catch Up 4 Ondemand only Showing 3 days.. We are sorry about this, our engineers are looking at fixing this as soon as possible.

We hope to fix this by 11 April at 12:00

My log of progress to date: 

11:20 S 09/04/2023 We hope to fix this by 11 April at 12:00
13:17 M 10/04/2023 We can’t see any issues affecting GU14 xxx (problem gone?)
11:21 T 11/04/2023 No issues with TV (Fixed?)
10:15 W 12/04/2023 We hope to fix this by 14 April at 2:10 (Nope, problem came back)
22:38 T 13/04/2023 We hope to fix this by 14 April at 12:10
11:16 F 14/04/2023 We hope to fix this by 17 April at 12:10 (Bumped with no fix)
16:05 M 17/04/2023 We hope to fix this by 17 April at 12:10 (4 hrs over due)
18:40 M 17/04/2023 We hope to fix this by 18 April at 12:10 (bumped again)

10:08 T 18/04/2023 We hope to fix this by 18 April at 12:10
12:48 T 18/04/2023 We hope to fix this by 18 April at 16:00 (bumped)
21:18 T 18/04/2023 We hope to fix this by 19 April at 16:00 (bumped)
21:38 W 19/04/2023 We hope to fix this by 19 April at 16:00 (5 hrs over due)
18:45 T 20/04/2023 We hope to fix this by 21 April at 16:00 (bumped)
23:00 F 21/04/2023 We hope to fix this by 25 April at 16:00 (super bumped)
10:55 M 24/04/2023 We hope to fix this by 25 April at 16:00 (no change)
10:34 T 25/04/2023 We hope to fix this by 25 April at 16:00 (no change)
00:45 W 26/04/2023 We hope to fix this by 26 April at 16:00 (bumped)
22:10 W 26/04/2023 We hope to fix this by 27 April at 16:00 (bumped)
19:05 T 27/04/2023 We hope to fix this by 28 April at 10:10 (bumped)
16:08 F 28/04/2023 We hope to fix this by 28 April at 10:10 (overdue)
00:30 S 29/04/2023 We hope to fix this by 2 May at 14:10 (super bumped)
21:37 T 02/05/2023 We hope to fix this by 3 May at 14:10 (bumped)

I'm pretty sure if I check this issue again this evening, the fix date will just have been bumped to tomorrow. 

Note: On the 28th April VM appears to have made a change to the service status page so "surname of account holder" is now compulsory. Prior to this, It would allow you to enter only the postcode. I guess VM now considers it acceptable to hide their unfixed issues from everyone except those directly affected.   

4 REPLIES 4

nodrogd
Very Insightful Person
Very Insightful Person

This is a national fault related to the All4 app, so appears on all postcodes. This app belongs to Channel 4, & so it is their responsibility to fix it. Virgin just host it on their boxes.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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__
Dialled in

Thanks, maybe VM could make the fault description a little clearer then and not claim that VM engineers are working on the problem. Maybe they could talk to Channel 4 and come up with a realistic fix time to put in the fault report. 
I'm not actually complaining about the fault, nor am I asking when it will be fixed,  I'm just highlighting the terrible way VM is handling the reporting of the fault.  

nodrogd
Very Insightful Person
Very Insightful Person

There is a similar issue going on with the Sky Sports Red Button app. Sky released a modified version last September & managed to break it in the process. For some customers this service has still not been fixed.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Robert_P
Forum Team
Forum Team

We will raise this with the team as feedback for the issue, engineers will be working with Channel 4 on a fix fir this but as you can appreciate this may take some time.

 

We appreciatet he patience.

 

Rob