Virgin Media Community

[pjh]

We have been trying to watch “Romeo and Juliet” on Sky Arts catch up, and it becomes unavailable and throws a 602 error (sometimes a 605 error) about 15 minutes before the end. No other catch up programme, such as “The Flight Attendant” on Sky, exhibits the same problem. We’ve tried resetting the box using the remote and resetting the box using the on / off switch, all to no avail. 

Anyone any suggestions? 

[japitts]

I agree, something odd here. 1hr 41minute programme which I've just got the same error with just after 1hr 20minutes, several times.

I'll mention to the forum staff for (hopefully) raising as a fault.

[pjh]

That’s about the same time left on Romeo and Juliet, whereas The Flight Attendant is only around 40 to 50 minutes in total. If I get the chance I’ll look for another 90 mins or so programme, let it run and see what happens.

[Dan_M]

Hello pjh,

Thanks for raising this. We've investigated and we're able to replicate the issue so we've raised a ticket under F008964485 which should get the problem resolved. We will look to keep you updated on the progress of this ticket on this thread.

If you have any updates yourself, feel free to also post them here as they will help with our investigation.

Many thanks,
Dan

[zerodbs]

Any news on a fix for this? Same thing happening here but with error code 605.

[Katie_WT]

Hi there @zerodbs

Welcome back to our Community - sorry that you're having some issues with this particular error code. 

Can you confirm if you're having the issues on the same channel as the title or having the same issues with the programs listed in the thread or is it another asset/channel that you're having the issue with? 

Currently the issue with Romeo and Juliet with the error 605 is still under investigation - however, the ticket number has been changed to F008959476. The reason for this is this is the main ticket number; the one we provided back in April was a duplicate and they have now been merged. 

At the time of writing, the estimated fix date is 12th May

Cheers

[zerodbs]

Hi Katie

Thanks for your reply.

It's specifically the issue as described by the OP, i.e. Romeo and Juliet with the error 605 on Sky Arts catch up.

Pleased to hear a fix might be on the way soon.

[zerodbs]

I wonder if you could update me on progress towards the fix for this please.

I notice that it has moved from my Bookmarked Movies folder to the Not Currently Available folder.

I am concerned that so much time has been spent failing to fix this that it has now transitioned from available to unavailable!

[Ayisha_B]

Hi @zerodbs,

Thank you for your post. 

We do apologise for any inconvenience caused. 

I have checked on the ticket and can see the estimated time of fix is 17/05/2021 16:52:55

Please let me know if you still continue to experience any issues after this time. 

[pjh]

Hi Ayisha

It isn’t possible to check for a fix as “Romeo and Juliet” dropped off the catch up service a few days ago.

Paul