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Live Pause - "Sky are working on it!"
Just off the phone to Sky about this bloody issue again.
An engineer called at my home today and did a forced download of software which fixed the problem again temporarily.
But of course, it's back again tonight in all its glory.
Got through to an obviously hacked off call centre person who said Sky "were aware of it" and would be working on a solution. Of course this could just be more bullshit, as days ago they wouldn't even admit there was a software problem. The person concerned admitted they'd had "hundreds, maybe thousands of calls" about it. He wouldn't give me a timetable for when it would be fixed, but typical for the Sky staff i've spoken to couldn't really give a toss aboout it and just wanted me off the phone.
Does anybody else out there have any information/updates about this?
An engineer called at my home today and did a forced download of software which fixed the problem again temporarily.
But of course, it's back again tonight in all its glory.
Got through to an obviously hacked off call centre person who said Sky "were aware of it" and would be working on a solution. Of course this could just be more bullshit, as days ago they wouldn't even admit there was a software problem. The person concerned admitted they'd had "hundreds, maybe thousands of calls" about it. He wouldn't give me a timetable for when it would be fixed, but typical for the Sky staff i've spoken to couldn't really give a toss aboout it and just wanted me off the phone.
Does anybody else out there have any information/updates about this?
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Its an intermittant fault. Last week I could not pause or rewind Sky Sports 2. tonight it was VH1.
I use this feature almost every day, so it is a pain, I was going to do a full reset but I have about 60hrs of stuff I need to watch first. :mad:
For a quick fix either switch it off at the mains, or rebuild your planner. Just as effective as master reset, and just as temporary!
Obviously Sky are having problems with this and cannot estimate when it will be sorted out. Either that or they are just not telling the call-centre staff about it. Either way the people in the call-centre are probably unable to do anything about it at that stage apart from logging another complaint.
It's not that sky staff don't give a toss- the superiors that be do not update them enough of the problems and staff only become aware of the full story when calls come through.
They have probably only been told themselves "they are working on it" so give them a break they may work for sky but dont deserve the abuse they get
Thanks GlasgowBhoy.
I have done what you said on many occasions, and yes its only a temporary fix.
Will certainly not be doing a FSR now. Cheers
I record ch510 every night for the main nbc news from the US ( ya I know I'm sad ! ) If I'm at home I watch it live too. I've noticed that if I program another recording while watching the news live, I first of all get a program clash message, then if I do nothing, the channel changes to the new one to be recorded ! The only way I can watch ch510 is through the program planner delayed and it gets worse - I'm then asked for my perental control PIN. That's the other problem I have. The perental control should only come into play if I lock a recorded program or channel or for a rated program before 8pm. For some reason I have to put in a PIN for this program 24 hours a day. I get the same result for other programs recorded on Sky News - thanks
You have to realise this was my third call to them and only now are they acknowledging the problem that everyone raised last week is software-related. I have little patience for people giving me BS, but that is all Sky have done this week.
All they had to do was admit this problem was their fault and say they were working on it. They've now done so a week too late IMO. I just want my Sky + box working properly again, is that too much to ask?
I don't think it's unreasonable to be given a timeframe either.
Just did FSR and works OK now but lost louds of stuff. What if it happens again?
They tried the 65 charge scam for me too, I had to fight with them to get them to send someone free. If you insist they will do it for free (did for me), but not sure what good it'll do you. They need to fix the software bug.
noticed this problem on my pacev2 box last week, did the reset at the mains trick and it returns sometime latter.
I was getting woried it was just my box, im quite glad its not just me that has this problem
ie. they have no idea if the bug has been identified.
If the bug has been identified does the fix have a knock on effect somewhere else in the code.
Is the fix so complex that it requires major re-testing of the entire software on PVR1,2,3,160 and HD models...?
One software application I wrote has been running for two years and I still find bugs that have been there since day one but only reared their head in certain conditions under certain loads..
My issue, still happens
http://forum.digitalspy.co.uk/board/showthread.php?mode=hybrid&t=278319
Thanks sky for breaking my box again
If they don't know when they can fix it they either owe subscribers compensation, or they should roll back the epg software to the version that actually works.
Some programmers think it's OK for their code to screw up because they see code devleopment as a science; trial and error. Fine when you're at uni, but this is a service that people are paying their hard-earned for. Excuses won't do.
People are either paying for Sky+ or for premium packages just so a box they already bought actually functions - until they start cancelling in droves there's no reason for Sky to give a sod.
What I find incredible is that this software was in testing for fookin ever - people on this forum had it for weeks before it was generally distributed to all users - we had screen shots, and speculation on when it would be deployed, etc.
And yet no one spotted that live pause / rewind was broken.
You would have thought that this would be one of the features they would have tested to destruction.
Worse, no one mentioned or complained about the over zealous and broken (i.e. you can't disable it) PIN protection, or that it uses the same PIN code as for Box Office bookings.
Next time Sky, why not just push the software out as soon as you've compiled it - your testing process and beta programme are obviously seriously flawed, so why bother spending the time and effort on it?
:mad:
Perhaps they think this because they studied
Computer Science
at university .......
I agree with the sentiment of your post however.
Oh I know why, and in that context thinking that way is perfectly fine, but its the customers who are important now, and they should make sure their efforts don't damage a wonderful service, which this debacle has IMO.
Being able to rewind because you miss a piece of speech, or an incident during a match; that's what Sky + is about. the recording thing is good, but live pause is the icing on the cake.
This is why Sky have screwed up royally. If you've been a Sky + user for a while then live pause is part of the furniture now. To know it's no longer there like it was is very frustrating and ultimately means your enjoyment of the system is spoiled.
Put people don't cancel and where will they go? Sky have been able to build a situation where they have total control over the equipment people use.
If you want their channels you use their hardware. So they really can afford not to care.