Error CS2511 Playback not possible
I'd like to watch the NFL match replays (Sky Sports Mix) which are shown as being available (in the guide on the TV box or iPhone app) but whenever I try to play them it shows 'playback not possible'...
Forum Discussion
roy247 wrote:Hi g0akc,
I have just tried the 4 highlight episodes showing on the TV guide for yesterday and they all play on my box.
Have you tried rebooting the box and if that doesn't work try rebooting the hub.
Roy - was your box a V6 updated to TV360 - or supplied as 360?
g0akc wrote:
roy247 wrote:Hi g0akc,
I have just tried the 4 highlight episodes showing on the TV guide for yesterday and they all play on my box.
Have you tried rebooting the box and if that doesn't work try rebooting the hub.
Roy - was your box a V6 updated to TV360 - or supplied as 360?
Arris V6 boxes were replaced by Humax 360 main and mini boxes in 2020.
roy247 wrote:
g0akc wrote:
roy247 wrote:Hi g0akc,
I have just tried the 4 highlight episodes showing on the TV guide for yesterday and they all play on my box.
Have you tried rebooting the box and if that doesn't work try rebooting the hub.
Roy - was your box a V6 updated to TV360 - or supplied as 360?
Arris V6 boxes were replaced by Humax 360 main and mini boxes in 2020.
Thanks - as per PM, that probably explains why you don’t see the issue/bug - a VM technician and I now suspect this fault only impacts boxes updated from V6.
VM FMS team seem to possibly be on the case but it’s a bit unclear.
Looks like my next step is a new box. The technician is going to try to sort one out for us.
g0akc wrote:
roy247 wrote:
g0akc wrote:
roy247 wrote:Hi g0akc,
I have just tried the 4 highlight episodes showing on the TV guide for yesterday and they all play on my box.
Have you tried rebooting the box and if that doesn't work try rebooting the hub.
Roy - was your box a V6 updated to TV360 - or supplied as 360?
Arris V6 boxes were replaced by Humax 360 main and mini boxes in 2020.
Thanks - as per PM, that probably explains why you don’t see the issue/bug - a VM technician and I now suspect this fault only impacts boxes updated from V6.
VM FMS team seem to possibly be on the case but it’s a bit unclear.
Looks like my next step is a new box. The technician is going to try to sort one out for us.
Box theory was a red herring - tech swapped it but still same issue
So now looks like something local - apparently it works fine in IP4 area but not here in IP1
Here's the latest on this issue;
- Fault is supposed to be with the VM FMS team, but they have escalated to UK teams (so they say on phone)
- A VM technician came on Monday 13th. He tried various things but wasn't able to resolve it. I suspect he was actually sent to look at a different issue, which had gone away? I exchanged texts with him later and he proposed to try a new TV360 box (a Humax TV360 instead of an updated Arris V6).
- I was told by a forum team member that this couldn't be made more formal, with an actual appointment and that a technician would not be coming. The technician came anyway. He has been very helpful and he is clearly keen to get it resolved for us.
- Technician swapped the box. Still the issue persists.
- The local technicians have discussed this and apparently the playback/catchup works okay for the channel (Sky Sports Mix HD) at their own houses, including in post code IP4 (Ipswich). It doesn't work here in post code IP1 - so it looks like it's affecting my local area, or only certain customers.
- I've just had a call from the VM FMS team (in India I believe). I went over the issue several times but he didn't seem to fully understand what the problem was. To repeat - I can watch the channel 'Sky Sports Mix HD', channel 510 okay. I can record programmes on it and watch them. I cannot use catchup on that channel - it shows 'playback not possible' with error code CS2511. I should be able to watch that content. I have tried via the EPG and from the catchup menu. I can watch catchup or playback on other Sky channels. The VM tech has confirmed it's a fault when round here.
- The FMS team member kept going off the line to check. Eventually he came back saying he will need to send a technician. I pointed out that they have already been twice! Nothing more they can do here. He insisted that's what need to happen and said the appointment would be for Monday morning, 20th February, don't miss it or will get charged £25. However - I cannot see a new appointment in my account details online and no text has arrived to confirm this. So now I don't know what is happening and if someone is coming on Monday or what?
Please can a forum team member confirm if there is in fact an appointment now made (for Monday) or what is going on.