Scheduled recording only recording 3 mins then stops.

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Comments

  • Hilary SinclairHilary Sinclair Member Posts: 5
    edited 28 December 2014, 11:40PM
    Keith1 said:

    Given this problem is continuing to run and we still have no announced progress I have taken a further look back over the various threads that relate to this issue. Whilst this topic remains the main thread covering this issue there are several threads where it is covered and it is also generating a long thread on the BT forum:

    Some things we do know are:
    • The broad issue is some recordings only play for 1-3 minutes but if played again will often play through completely. Some recordings however will only play for about 3 minutes even after trying further times. The issue can be intermittent (i.e. may not affect all recordings and/or may even come and go from day to day/week to week). [The issue is included as item 37 in the consolidated list of bugs and issues]
    • The Humax boxes specific YouView software update version 20.9.0 began rolling out on 23/10/2014 (see the consolidated list of updates and changes for some details).
    • The earliest reports of this recording/playback issue date back to 29/10/2014.
    • Some users have reported that whilst this problem started after 29/10/2014 they have recordings that pre-date that point in time which also now exhibit this issue (see for example Paulo's report here)
    • Affected users all report they are using a Humax YouView box (running the 20.9.0 software) but spread across the T1xxx and T2xxx boxes and retail and BT customers.
    • No Huawei TalkTalk boxes are affected and in particular a user (Stevieboy) with both box types is only seeing the issue on the Humax box.
    • benwiddowson has reported he has a BT supplied T2100 and a retail BT T2110, the T2100 has the issue but the T2110 does not. Apart from the supply route these 2 models are believed to be identical and in this case are in the same end user environment yet one is exhibiting the problem and the other is not.
    • There are on the order of 1 million Humax YouView boxes of which over 90% were supplied via BT. The majority of these boxes are the T1000 model.
    • The issue has been reported for T1000, T2000 and T2100 boxes and is presumed to affect all the Humax models (T1000, T1010, T2000, T2100, T2110).
    • The issue whilst clearly existing is not fully communicated to all the support channels which only adds to the frustration (e.g. BT support operatives not all aware).
    • The current advice is to try playing the item a second time, try an 8 second reset/restart, try a retune or failing all of those try a maintenance mode reset (preferably option 4 that keeps the recordings). Some users have reported such actions clearing the issue although others have also reported the problem then recurring at some point later.
    • YouView have indicated the problem is affecting a very small proportion of users but without any specific quantification of likely numbers of people/boxes affected.
    • Across the reports and me toos on the YouView forum plus the posts on the BT forum, to date the number of reported incidences appears to be on the order of 120 boxes. It is however rather difficult to assess how this might scale up across the entire Humax YouView box user base.
    Although there are no official details from YouView as to the (suspected) cause of this issue, given the timing of the start of the issue (soon after the rollout of the 20.9.0 software began), the nature of the issue (3 minute issue rather than at arbitrary points in a recording) and the fact it is affecting several Humax YouView box models, the prevailing consensus on the forum is this is a software (related) issue. The fact this does not happen to all recordings for those affected and is not affecting all users suggests there are likely to be several factors in play which when combined result in the issue for specific recordings on specific boxes. Some have speculated it could be a hardware issue (or even a signal strength issue) although that seems less likely given the coincident timing, although perhaps there could be a hardware or signal element that combines with a primary software issue for those affected.

    Somewhat more speculatively, one could also note:
    • YouView will use version control for their code (e.g. git)
    • they could surely add a simple device management settings page option to allow/deny automatic updating combined with a suitable if statement around the relevant code to enable/disable the nightly automatic update checks
    • they could provide a previous version of this software via download to USB pen disk with this option enabled by default to allow such users to revert their boxes
    • downgrading/rolling back could come with its own risks if misapplied
    • cannot simply rollback/downgrade all users since previous software version will not provide the necessary functionality for the BBC connected red button, Netflix and Connect TV channels
    • YouView will be in a software freeze period over December/Christmas and also with low staff levels available
    • going forward they should introduce the user option of denying auto updating even if they strongly discourage its use (since it could lead to other problems or confusion when someone enables it and forgets this and then does not get necessary fixes or updates that could mean they experience different issues)
    • (if it does not already exist and is simply not being used) they should also have in place (should it ever be needed now or in the future) a robust means to offer a download for a downgrade to mitigate such an issue in the future and utilise it if they cannot fix a serious issue such as this within a reasonable time frame
    Looking back at the 3 most significant bugs/issues suffered (prior to this issue) since the YouView launch in summer 2012 we have:
    • channel loss issue (item 1 in the consolidated list of bugs and issue): only affected Humax boxes and only some users dependent on transmitter conditions; took about a month to pin down the issue and further month to develop, test and deploy the fix (with a short period before that where affected customers could receive the fix on a USB pen disk and then via a download). At the time this issue was a major crippling problem for those affected and understandably caused a lot of frustration.
    • long/double boot issue (item 11 in the consolidated list of bugs and issues): this affected all Humax boxes on startup from completely off or high eco standby. As such it primarily affected high eco mode users and could be worked around by putting the box in low eco mode. The issue was inconvenient but not overly serious and was resolved in 2 months.
    • BFIS (item 12 in the consolidated list of bugs and issues) - whilst boot fail, invalid signature is a valid report of a failing box in this instance it was some sort of software issue resulting in this unrecoverable state for Humax boxes. It affected very few people but was terminal where it happened. It took longer to resolve but was closed out within 4 months.
    In particular in the case of the channel loss problem YouView were able to capture streams for boxes in affected areas to use for testing (but this did not initially reproduce the problem in the YouView lab but they were subsequently able to reproduce the issue in the Humax lab and then the YouView lab) and also setup test boxes in such affected areas running additional diagnostic software.

    Overall it took YouView about a month to isolate the issue and a further month to work through a fix and get it deployed. This was an issue early in the life of the YouView product and was reported by about half as many people as the current issue (in the 2 month period it was a live issue). At that time the YouView forum had a little over 1000 members compared to the over 6500 currently and the Humax YouView box numbers were also probably only at 15-25% of the current levels.

    I'm not aware of any statement after the channel loss issue that gave a retrospective assessment of the proportion or total number of users affected. One could speculate from the limited details available the channel loss issue affected about 5% of all Humax boxes whereas the current issue might actually only be affecting about 1% of Humax boxes. However, given the significantly larger number of Humax YouView boxes supplied to date compared to back in late 2012 the current issue is likely to be affecting a similar numbers of boxes if not more than that early issue. Given there is a significant lack of data to base such figures on it is of course very possible this is either an over or under estimate of the true scale of the problem. As such it is very difficult to put any degree of confidence on the likely number of affected boxes and whether it is on the order of 1000 (about 0.1%), 10000 (about 1%) or (much) higher.

    The long/double boot issue and BFIS although also significant had significantly less impact given that one could be worked around (or endured for the time it existed) and the other was thankfully very rare (although of course very serious if you were unlucky enough to experience it).

    Overall against these previous significant issues (all dating back to late 2012/early 2013) this current issue rates as at least the equal most significant and widespread crippling issue the YouView system has experienced. In these previous cases it has generally taken a month of so to isolate the issue and a further month or so to develop, test and then deploy the fix (although as seen in the BFIS issue it can take longer).

    No doubt the Christmas period both increases the spotlight on this issue whilst impacting on YouView's ability to speedily pin it down and work through to a deployed fix.

    Optimistically one could hope YouView's past experience (e.g. the criticism they received when they did ultimately try to keep the customers updated on progress on tracking down the channel loss issue and fix deployment) and established mode of operation are what is resulting in almost no significant information on progress being yet made publicly available, but that they have privately made significant progress that they will accelerate to the point of an announcement in early January followed by either a general update with fix or a targeted update (via a download or failing that a download for a locked rolled back software version to mitigate the issue whilst further work on a fix continues).

    My understanding is YouView are operational tomorrow although they will no doubt be on a skeleton staff as are many places between Christmas and New Year. As such whilst we may hope to hear from YouView staff I doubt we will hear anything definitive about the time scale for a fix roll out until the new year.

    In the absence of any clear announcement in the very early new year that confirms a fix exists and the schedule for its roll out (with it potentially being made available as an early test download for those that wish to get it most quickly) then those affected really do need to (belatedly) be given more clear information so they can better understand why they continue to have crippled boxes and no offer of a roll back/downgrade to work around the current issue (even if they then temporarily lose the newest functionality of the latest updates in order to regain a stable system).

    Here's looking forward to a new year's resolution from YouView to resolve this issue promptly now and provide a positive start to the next year of development :)
    Well I'm another 'me too'. Reporting the problem almost immediately after getting the software upgrade installed on my BT Humax box.  Then like many others I recently had around 3 weeks of recordings being fine and was just congratulating myself on things being sorted when I discovered that last night's QIXL had only recorded 1 minute, however many times I tried to get it to go further it was definitely 1 minute.  In fact I recall when the previous problems occurred that if it said 1 minute recorded it meant just that whereas 2 or 3 minutes quite often did produce the full recording if I tried playing again. 
    It is 'interesting' that BT are stating there are very few people affected - how are they quantifying this?  There seem to be plenty of people reporting to the forums and there must be many more who don't use this form of communication.  As the reset sometimes suggested really doesn't appear to work and will cause all the programs that have been recorded OK to disappear there is no way I'm prepared to try that. I was asked by BT to retune my box to a different area but as at the time the box was behaving itself there seemed little point in upsetting the situation further. Iplayer has also started the buffering problem I had before.
    Unbelievable that someone hasn't come up with a solution in 3 months. I think at the very least there ought to be some compensation for us paying out for a service we clearly aren't getting.
  • KeithKeith Member, Super User Posts: 2,440 ✭✭✭
    edited 21 December 2016, 11:30PM
    Keith1 said:

    Given this problem is continuing to run and we still have no announced progress I have taken a further look back over the various threads that relate to this issue. Whilst this topic remains the main thread covering this issue there are several threads where it is covered and it is also generating a long thread on the BT forum:

    Some things we do know are:
    • The broad issue is some recordings only play for 1-3 minutes but if played again will often play through completely. Some recordings however will only play for about 3 minutes even after trying further times. The issue can be intermittent (i.e. may not affect all recordings and/or may even come and go from day to day/week to week). [The issue is included as item 37 in the consolidated list of bugs and issues]
    • The Humax boxes specific YouView software update version 20.9.0 began rolling out on 23/10/2014 (see the consolidated list of updates and changes for some details).
    • The earliest reports of this recording/playback issue date back to 29/10/2014.
    • Some users have reported that whilst this problem started after 29/10/2014 they have recordings that pre-date that point in time which also now exhibit this issue (see for example Paulo's report here)
    • Affected users all report they are using a Humax YouView box (running the 20.9.0 software) but spread across the T1xxx and T2xxx boxes and retail and BT customers.
    • No Huawei TalkTalk boxes are affected and in particular a user (Stevieboy) with both box types is only seeing the issue on the Humax box.
    • benwiddowson has reported he has a BT supplied T2100 and a retail BT T2110, the T2100 has the issue but the T2110 does not. Apart from the supply route these 2 models are believed to be identical and in this case are in the same end user environment yet one is exhibiting the problem and the other is not.
    • There are on the order of 1 million Humax YouView boxes of which over 90% were supplied via BT. The majority of these boxes are the T1000 model.
    • The issue has been reported for T1000, T2000 and T2100 boxes and is presumed to affect all the Humax models (T1000, T1010, T2000, T2100, T2110).
    • The issue whilst clearly existing is not fully communicated to all the support channels which only adds to the frustration (e.g. BT support operatives not all aware).
    • The current advice is to try playing the item a second time, try an 8 second reset/restart, try a retune or failing all of those try a maintenance mode reset (preferably option 4 that keeps the recordings). Some users have reported such actions clearing the issue although others have also reported the problem then recurring at some point later.
    • YouView have indicated the problem is affecting a very small proportion of users but without any specific quantification of likely numbers of people/boxes affected.
    • Across the reports and me toos on the YouView forum plus the posts on the BT forum, to date the number of reported incidences appears to be on the order of 120 boxes. It is however rather difficult to assess how this might scale up across the entire Humax YouView box user base.
    Although there are no official details from YouView as to the (suspected) cause of this issue, given the timing of the start of the issue (soon after the rollout of the 20.9.0 software began), the nature of the issue (3 minute issue rather than at arbitrary points in a recording) and the fact it is affecting several Humax YouView box models, the prevailing consensus on the forum is this is a software (related) issue. The fact this does not happen to all recordings for those affected and is not affecting all users suggests there are likely to be several factors in play which when combined result in the issue for specific recordings on specific boxes. Some have speculated it could be a hardware issue (or even a signal strength issue) although that seems less likely given the coincident timing, although perhaps there could be a hardware or signal element that combines with a primary software issue for those affected.

    Somewhat more speculatively, one could also note:
    • YouView will use version control for their code (e.g. git)
    • they could surely add a simple device management settings page option to allow/deny automatic updating combined with a suitable if statement around the relevant code to enable/disable the nightly automatic update checks
    • they could provide a previous version of this software via download to USB pen disk with this option enabled by default to allow such users to revert their boxes
    • downgrading/rolling back could come with its own risks if misapplied
    • cannot simply rollback/downgrade all users since previous software version will not provide the necessary functionality for the BBC connected red button, Netflix and Connect TV channels
    • YouView will be in a software freeze period over December/Christmas and also with low staff levels available
    • going forward they should introduce the user option of denying auto updating even if they strongly discourage its use (since it could lead to other problems or confusion when someone enables it and forgets this and then does not get necessary fixes or updates that could mean they experience different issues)
    • (if it does not already exist and is simply not being used) they should also have in place (should it ever be needed now or in the future) a robust means to offer a download for a downgrade to mitigate such an issue in the future and utilise it if they cannot fix a serious issue such as this within a reasonable time frame
    Looking back at the 3 most significant bugs/issues suffered (prior to this issue) since the YouView launch in summer 2012 we have:
    • channel loss issue (item 1 in the consolidated list of bugs and issue): only affected Humax boxes and only some users dependent on transmitter conditions; took about a month to pin down the issue and further month to develop, test and deploy the fix (with a short period before that where affected customers could receive the fix on a USB pen disk and then via a download). At the time this issue was a major crippling problem for those affected and understandably caused a lot of frustration.
    • long/double boot issue (item 11 in the consolidated list of bugs and issues): this affected all Humax boxes on startup from completely off or high eco standby. As such it primarily affected high eco mode users and could be worked around by putting the box in low eco mode. The issue was inconvenient but not overly serious and was resolved in 2 months.
    • BFIS (item 12 in the consolidated list of bugs and issues) - whilst boot fail, invalid signature is a valid report of a failing box in this instance it was some sort of software issue resulting in this unrecoverable state for Humax boxes. It affected very few people but was terminal where it happened. It took longer to resolve but was closed out within 4 months.
    In particular in the case of the channel loss problem YouView were able to capture streams for boxes in affected areas to use for testing (but this did not initially reproduce the problem in the YouView lab but they were subsequently able to reproduce the issue in the Humax lab and then the YouView lab) and also setup test boxes in such affected areas running additional diagnostic software.

    Overall it took YouView about a month to isolate the issue and a further month to work through a fix and get it deployed. This was an issue early in the life of the YouView product and was reported by about half as many people as the current issue (in the 2 month period it was a live issue). At that time the YouView forum had a little over 1000 members compared to the over 6500 currently and the Humax YouView box numbers were also probably only at 15-25% of the current levels.

    I'm not aware of any statement after the channel loss issue that gave a retrospective assessment of the proportion or total number of users affected. One could speculate from the limited details available the channel loss issue affected about 5% of all Humax boxes whereas the current issue might actually only be affecting about 1% of Humax boxes. However, given the significantly larger number of Humax YouView boxes supplied to date compared to back in late 2012 the current issue is likely to be affecting a similar numbers of boxes if not more than that early issue. Given there is a significant lack of data to base such figures on it is of course very possible this is either an over or under estimate of the true scale of the problem. As such it is very difficult to put any degree of confidence on the likely number of affected boxes and whether it is on the order of 1000 (about 0.1%), 10000 (about 1%) or (much) higher.

    The long/double boot issue and BFIS although also significant had significantly less impact given that one could be worked around (or endured for the time it existed) and the other was thankfully very rare (although of course very serious if you were unlucky enough to experience it).

    Overall against these previous significant issues (all dating back to late 2012/early 2013) this current issue rates as at least the equal most significant and widespread crippling issue the YouView system has experienced. In these previous cases it has generally taken a month of so to isolate the issue and a further month or so to develop, test and then deploy the fix (although as seen in the BFIS issue it can take longer).

    No doubt the Christmas period both increases the spotlight on this issue whilst impacting on YouView's ability to speedily pin it down and work through to a deployed fix.

    Optimistically one could hope YouView's past experience (e.g. the criticism they received when they did ultimately try to keep the customers updated on progress on tracking down the channel loss issue and fix deployment) and established mode of operation are what is resulting in almost no significant information on progress being yet made publicly available, but that they have privately made significant progress that they will accelerate to the point of an announcement in early January followed by either a general update with fix or a targeted update (via a download or failing that a download for a locked rolled back software version to mitigate the issue whilst further work on a fix continues).

    My understanding is YouView are operational tomorrow although they will no doubt be on a skeleton staff as are many places between Christmas and New Year. As such whilst we may hope to hear from YouView staff I doubt we will hear anything definitive about the time scale for a fix roll out until the new year.

    In the absence of any clear announcement in the very early new year that confirms a fix exists and the schedule for its roll out (with it potentially being made available as an early test download for those that wish to get it most quickly) then those affected really do need to (belatedly) be given more clear information so they can better understand why they continue to have crippled boxes and no offer of a roll back/downgrade to work around the current issue (even if they then temporarily lose the newest functionality of the latest updates in order to regain a stable system).

    Here's looking forward to a new year's resolution from YouView to resolve this issue promptly now and provide a positive start to the next year of development :)
    Hi Hilary - I'm sorry to hear the problem has returned for you :(

    Given you have a contract with BT for a service that you are not (reliably) receiving it would seem appropriate to pursue the matter with them in due course to seek compensation for the lose/impairment of that service. At the very least they should give you 2 months (or more if the issue continues to run as it is believed to have been around for 2 months and 1 week so far) at no cost in recognition of the significant deficiency of a key part of the service you pay for (arguably they should give you more as a gesture of good will and a recognition of the wider impact this issue has on your viewing experience). In order to pursue this with them you may wish to wait until a fix is released which will hopefully also come with clarification of the cause that strengths your case that the issue is entirely within their remit/responsibility.

    As for how may people may be affected by this issue, as I've noted above, it is very difficult for us customers (retail or BT) to gauge this accurately. Whilst the reports on this and the BT forum are only on the order of 100 boxes there will be others reporting the issue on other forums or via other channels or even just suffering in silent frustration.

    Regardless of the exact numbers though this is clearly a key issue/failing that is crippling for those experiencing it and must be progressed rapidly to restore a robust service/system for those affected and to eliminate the risk for others who might otherwise be affected in the future.
  • RoyRoy Member, Super User Posts: 16,024 ✭✭✭
    edited 7 December 2016, 8:39AM
    Keith1 said:

    Given this problem is continuing to run and we still have no announced progress I have taken a further look back over the various threads that relate to this issue. Whilst this topic remains the main thread covering this issue there are several threads where it is covered and it is also generating a long thread on the BT forum:

    Some things we do know are:
    • The broad issue is some recordings only play for 1-3 minutes but if played again will often play through completely. Some recordings however will only play for about 3 minutes even after trying further times. The issue can be intermittent (i.e. may not affect all recordings and/or may even come and go from day to day/week to week). [The issue is included as item 37 in the consolidated list of bugs and issues]
    • The Humax boxes specific YouView software update version 20.9.0 began rolling out on 23/10/2014 (see the consolidated list of updates and changes for some details).
    • The earliest reports of this recording/playback issue date back to 29/10/2014.
    • Some users have reported that whilst this problem started after 29/10/2014 they have recordings that pre-date that point in time which also now exhibit this issue (see for example Paulo's report here)
    • Affected users all report they are using a Humax YouView box (running the 20.9.0 software) but spread across the T1xxx and T2xxx boxes and retail and BT customers.
    • No Huawei TalkTalk boxes are affected and in particular a user (Stevieboy) with both box types is only seeing the issue on the Humax box.
    • benwiddowson has reported he has a BT supplied T2100 and a retail BT T2110, the T2100 has the issue but the T2110 does not. Apart from the supply route these 2 models are believed to be identical and in this case are in the same end user environment yet one is exhibiting the problem and the other is not.
    • There are on the order of 1 million Humax YouView boxes of which over 90% were supplied via BT. The majority of these boxes are the T1000 model.
    • The issue has been reported for T1000, T2000 and T2100 boxes and is presumed to affect all the Humax models (T1000, T1010, T2000, T2100, T2110).
    • The issue whilst clearly existing is not fully communicated to all the support channels which only adds to the frustration (e.g. BT support operatives not all aware).
    • The current advice is to try playing the item a second time, try an 8 second reset/restart, try a retune or failing all of those try a maintenance mode reset (preferably option 4 that keeps the recordings). Some users have reported such actions clearing the issue although others have also reported the problem then recurring at some point later.
    • YouView have indicated the problem is affecting a very small proportion of users but without any specific quantification of likely numbers of people/boxes affected.
    • Across the reports and me toos on the YouView forum plus the posts on the BT forum, to date the number of reported incidences appears to be on the order of 120 boxes. It is however rather difficult to assess how this might scale up across the entire Humax YouView box user base.
    Although there are no official details from YouView as to the (suspected) cause of this issue, given the timing of the start of the issue (soon after the rollout of the 20.9.0 software began), the nature of the issue (3 minute issue rather than at arbitrary points in a recording) and the fact it is affecting several Humax YouView box models, the prevailing consensus on the forum is this is a software (related) issue. The fact this does not happen to all recordings for those affected and is not affecting all users suggests there are likely to be several factors in play which when combined result in the issue for specific recordings on specific boxes. Some have speculated it could be a hardware issue (or even a signal strength issue) although that seems less likely given the coincident timing, although perhaps there could be a hardware or signal element that combines with a primary software issue for those affected.

    Somewhat more speculatively, one could also note:
    • YouView will use version control for their code (e.g. git)
    • they could surely add a simple device management settings page option to allow/deny automatic updating combined with a suitable if statement around the relevant code to enable/disable the nightly automatic update checks
    • they could provide a previous version of this software via download to USB pen disk with this option enabled by default to allow such users to revert their boxes
    • downgrading/rolling back could come with its own risks if misapplied
    • cannot simply rollback/downgrade all users since previous software version will not provide the necessary functionality for the BBC connected red button, Netflix and Connect TV channels
    • YouView will be in a software freeze period over December/Christmas and also with low staff levels available
    • going forward they should introduce the user option of denying auto updating even if they strongly discourage its use (since it could lead to other problems or confusion when someone enables it and forgets this and then does not get necessary fixes or updates that could mean they experience different issues)
    • (if it does not already exist and is simply not being used) they should also have in place (should it ever be needed now or in the future) a robust means to offer a download for a downgrade to mitigate such an issue in the future and utilise it if they cannot fix a serious issue such as this within a reasonable time frame
    Looking back at the 3 most significant bugs/issues suffered (prior to this issue) since the YouView launch in summer 2012 we have:
    • channel loss issue (item 1 in the consolidated list of bugs and issue): only affected Humax boxes and only some users dependent on transmitter conditions; took about a month to pin down the issue and further month to develop, test and deploy the fix (with a short period before that where affected customers could receive the fix on a USB pen disk and then via a download). At the time this issue was a major crippling problem for those affected and understandably caused a lot of frustration.
    • long/double boot issue (item 11 in the consolidated list of bugs and issues): this affected all Humax boxes on startup from completely off or high eco standby. As such it primarily affected high eco mode users and could be worked around by putting the box in low eco mode. The issue was inconvenient but not overly serious and was resolved in 2 months.
    • BFIS (item 12 in the consolidated list of bugs and issues) - whilst boot fail, invalid signature is a valid report of a failing box in this instance it was some sort of software issue resulting in this unrecoverable state for Humax boxes. It affected very few people but was terminal where it happened. It took longer to resolve but was closed out within 4 months.
    In particular in the case of the channel loss problem YouView were able to capture streams for boxes in affected areas to use for testing (but this did not initially reproduce the problem in the YouView lab but they were subsequently able to reproduce the issue in the Humax lab and then the YouView lab) and also setup test boxes in such affected areas running additional diagnostic software.

    Overall it took YouView about a month to isolate the issue and a further month to work through a fix and get it deployed. This was an issue early in the life of the YouView product and was reported by about half as many people as the current issue (in the 2 month period it was a live issue). At that time the YouView forum had a little over 1000 members compared to the over 6500 currently and the Humax YouView box numbers were also probably only at 15-25% of the current levels.

    I'm not aware of any statement after the channel loss issue that gave a retrospective assessment of the proportion or total number of users affected. One could speculate from the limited details available the channel loss issue affected about 5% of all Humax boxes whereas the current issue might actually only be affecting about 1% of Humax boxes. However, given the significantly larger number of Humax YouView boxes supplied to date compared to back in late 2012 the current issue is likely to be affecting a similar numbers of boxes if not more than that early issue. Given there is a significant lack of data to base such figures on it is of course very possible this is either an over or under estimate of the true scale of the problem. As such it is very difficult to put any degree of confidence on the likely number of affected boxes and whether it is on the order of 1000 (about 0.1%), 10000 (about 1%) or (much) higher.

    The long/double boot issue and BFIS although also significant had significantly less impact given that one could be worked around (or endured for the time it existed) and the other was thankfully very rare (although of course very serious if you were unlucky enough to experience it).

    Overall against these previous significant issues (all dating back to late 2012/early 2013) this current issue rates as at least the equal most significant and widespread crippling issue the YouView system has experienced. In these previous cases it has generally taken a month of so to isolate the issue and a further month or so to develop, test and then deploy the fix (although as seen in the BFIS issue it can take longer).

    No doubt the Christmas period both increases the spotlight on this issue whilst impacting on YouView's ability to speedily pin it down and work through to a deployed fix.

    Optimistically one could hope YouView's past experience (e.g. the criticism they received when they did ultimately try to keep the customers updated on progress on tracking down the channel loss issue and fix deployment) and established mode of operation are what is resulting in almost no significant information on progress being yet made publicly available, but that they have privately made significant progress that they will accelerate to the point of an announcement in early January followed by either a general update with fix or a targeted update (via a download or failing that a download for a locked rolled back software version to mitigate the issue whilst further work on a fix continues).

    My understanding is YouView are operational tomorrow although they will no doubt be on a skeleton staff as are many places between Christmas and New Year. As such whilst we may hope to hear from YouView staff I doubt we will hear anything definitive about the time scale for a fix roll out until the new year.

    In the absence of any clear announcement in the very early new year that confirms a fix exists and the schedule for its roll out (with it potentially being made available as an early test download for those that wish to get it most quickly) then those affected really do need to (belatedly) be given more clear information so they can better understand why they continue to have crippled boxes and no offer of a roll back/downgrade to work around the current issue (even if they then temporarily lose the newest functionality of the latest updates in order to regain a stable system).

    Here's looking forward to a new year's resolution from YouView to resolve this issue promptly now and provide a positive start to the next year of development :)
    Congratulations, Keith.

    We may be up Ship Creek without a paddle, but you have done a magnificent job of being our satnav, indicating exactly where we are, how far away the paddles may be, and what history will have us learn from earlier incursions.

    Last night, I revisited, with a shudder, the thread
    https://community.youview.com/youview...
    which your mention of BFIS brought back to me, and where I was narrowly persuaded not to defenestrate the pesky box.

    And here I still am, with a replacement box from then that is still doing sterling service. Even if I am hoping that, like BFIS, this issue is something that comes or doesn't come with the update, and so I need not fear that it will suddenly strike.

    But for those whose turn it currently is in the barrel, all I can say is keep the faith, and hope that any light at the end of the tunnel is not a train coming the other way.....
    These tests for COVID-19 might get right up my nose, if only I could get one
  • James GaleJames Gale Member Posts: 2
    edited 4 March 2017, 10:29AM
    Looks like I am another one to join the list.....

    Exactly the same issue, originally on a bt retail dtr t2000 bought from Argos, which I returned on Saturday, and now have exactly the same issue with the new Humax dtr t2000.

    Seriously considering Sky, this is my fifth you view box, and my wife thinks I am crazy sticking with something that keeps failing every 6 months. I just want you view to release updates after they have tested functionality of the box properly or at least let you opt out of their updates until they are proven to work properly. I don't want to be you views beta test program.
  • Hilary SinclairHilary Sinclair Member Posts: 5
    edited 29 December 2014, 10:09AM

    Looks like I am another one to join the list.....

    Exactly the same issue, originally on a bt retail dtr t2000 bought from Argos, which I returned on Saturday, and now have exactly the same issue with the new Humax dtr t2000.

    Seriously considering Sky, this is my fifth you view box, and my wife thinks I am crazy sticking with something that keeps failing every 6 months. I just want you view to release updates after they have tested functionality of the box properly or at least let you opt out of their updates until they are proven to work properly. I don't want to be you views beta test program.

    I suppose there are some people in the background beavering away at solving this problem, at least I hope so. Just a bit worrying how little response we're getting. They're not just waiting until the 'small number' who are affected go elsewhere are they? I'd go back to Virgin Media like a shot, having been with them for years, but have now moved to an area they don't cover and irritatingly BT have the rugby that is the only reason we went with them in the first place. So we're stuck with no apparent answer in sight. If only someone official would reassure us that a. There is an answer and b. They are actually going to be solving it sometime soon. All very frustrating.
  • Dunk McWilliamsDunk McWilliams Member Posts: 1
    edited 29 December 2014, 10:34AM
    Having the same issues, tried all the reset options to no avail. BT Humax DTRT1000 software 20.9.0 / 2.8.18.

    Not good :(
  • KeithKeith Member, Super User Posts: 2,440 ✭✭✭
    edited 21 December 2016, 11:30PM

    Looks like I am another one to join the list.....

    Exactly the same issue, originally on a bt retail dtr t2000 bought from Argos, which I returned on Saturday, and now have exactly the same issue with the new Humax dtr t2000.

    Seriously considering Sky, this is my fifth you view box, and my wife thinks I am crazy sticking with something that keeps failing every 6 months. I just want you view to release updates after they have tested functionality of the box properly or at least let you opt out of their updates until they are proven to work properly. I don't want to be you views beta test program.

    Hi James - thanks for adding your experiences to this topic. You mention your original box was a BT retail T2000 from Argos, do you actually mean the BT retail T2110 which is the BT badged retail box currently available or do you more likely mean the older/original BT badged T1000? Your replacement is then the newest pure retail Humax T2000 (bigger case than the tiny T2110 and T2100 but essentially the same product in terms of actual spec, performance and software) and is also exhibiting the issue which demonstrates the issue is definitely affecting that box model too.

    Being on your 5th box does not sound good. Whilst Humax stick by their statement that there is nothing wrong/abnormal with the original T1000 boxes, experience and reports on the forum would tend to suggest otherwise. So far the worst affected person I can recall had 6 replacements before they were upgraded to a T2xxx box. So far it seems the T2xxx boxes are much more reliable and I cannot yet recall a report of one failing.

    As such I very much hope once they get a fix out for this current software related issue these newer T2xxx boxes will then continue to run very reliably and benefit from being much faster than the original T1xxx boxes.

    It has often been the case that the updates come out first for the pure retail boxes although the latest update came out simultaneously for retail and BT Humax boxes thus exposing a much larger group to the new software. Even exposing the relatively small set of pure retail customers to new updates without a choice is arguably not appropriate and as I've mentioned I believe it would be simple for them to provide an option so individuals could opt out of/block the automatic updates. YouView do I believe have a set of box software beta testers but I have no idea how large a group of people that is and how effective it has been to date. All one can say is such a group seems to have been insufficient (either in size or cross-section) to adequately trap and block a significant issue such as this one or the three previous other higher profile issues. 
  • KeithKeith Member, Super User Posts: 2,440 ✭✭✭
    edited 21 December 2016, 11:30PM

    Looks like I am another one to join the list.....

    Exactly the same issue, originally on a bt retail dtr t2000 bought from Argos, which I returned on Saturday, and now have exactly the same issue with the new Humax dtr t2000.

    Seriously considering Sky, this is my fifth you view box, and my wife thinks I am crazy sticking with something that keeps failing every 6 months. I just want you view to release updates after they have tested functionality of the box properly or at least let you opt out of their updates until they are proven to work properly. I don't want to be you views beta test program.

    Hi Hilary - I'm confident there are indeed a bunch of people in YouView who are working away at isolating and fixing this issue and that they do care passionately about the product they have created and develop. They definitely will not be waiting until those affected simply go away as that 'head in the sand' mentality will get them nowhere good in the medium term and they surely know that.

    None of that though is particularly reassuring (and could even be concerning if one interprets it as dedicated people putting in significant time is failing to resolve the issue so why should it change for the better soon) if you are affected by this crippling issue and as you say what is needed is official positive information that a resolution is close!
  • Philip TrottPhilip Trott Member Posts: 1,040 admin
    edited 6 March 2017, 10:48PM
    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil
  • paulo.fosterpaulo.foster Member Posts: 27
    edited 29 December 2014, 11:56AM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Yes but those suggestions have only worked for a week or two before they go wrong again as before.
  • Hilary SinclairHilary Sinclair Member Posts: 5
    edited 29 December 2014, 12:36PM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Thanks Phil. Re-reading the admirably summarised posts particularly by Keith and Roy, I'm not planning to try any of the supposed fixes that may or may not work, any time soon. I think all us sufferers want reassurance that the next thing we try, be it a roll back or an update that has been tested more thoroughly, will actually work.
    Then (see previous comments) I'm assuming that BT will be offering compensation for the lack of the service we are paying for.
    Keeping my fingers crossed...
  • Jonathan BoughtonJonathan Boughton Member Posts: 1
    edited 30 December 2014, 1:33AM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    As this issue has been going on now for 4 months, a considerable amount of time, including the vital Xmas period of television. What sort of compensation are you view going to offer its customers?
  • KeithKeith Member, Super User Posts: 2,440 ✭✭✭
    edited 21 December 2016, 11:30PM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Hi Jonathan - if you are a BT customer then you are much more likely to engage with someone who can deal with any compensation discussion on the BT YouView forum (assuming you are a BT customer and hence have a contract for service with them that you could argue you are then not receiving).

    A starting point would be to indicate this issue is believed to have begun on 23/10/2014 (following the software update that began rolling out on that date) and has thus been going on for 2 months and 1 week so far and there is still no confirmed date for a fix. Alternatively you may prefer to register a complaint with BT (if they are your provider) now but pursue it further once the issue is resolved and you can hence clearly state the duration of the loss of service and the overall impact. If you are however a retail customer then you have no service contract against which you might have a claim and it would probably be much more complicated to try to claim for a temporary loss of functionality against the actual software provider YouView (assuming the issue is ultimately confirmed to be within the main software they provide rather than say within the smaller core hardware Humax element of software) or the hardware manufacturer Humax.

    If you have actually been suffering issues with your YouView box for 4 months rather than the 2 months 1 week this issue has been present it may be worth clarifying the details of the issues you experience, potentially on a new topic, as it may be you have more than one issue in play that explains why you have been having problems that pre-date the assumed start date of this specific issue which is largely believed to have come in with the late October software update.
  • Martin PerrettMartin Perrett Member Posts: 2
    edited 30 December 2014, 11:32AM
    This problem with the software update causing only a few minutes of a program to be recorded some times but not always is not the only problem. I notice that when I try and watch a live program and press rewind (to watch something I just missed) then the replay jumps to a few minutes from the past - not just before I pressed rewind. Only these few minutes replay!! So the software fault is not just with program recording. It is also with live TV rewind.
  • Ian GrahamIan Graham Member Posts: 1
    edited 30 December 2014, 12:21PM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    I too am suffering the random game of roulette that my retail 2 series box is playing. Having had all of the reported problems: recordings stopping after 1min, 3mins, multiple recordings of the same programme despite setting only one, ’live pause’ working on some occasions and not on others, and on demand for ITV, 4OD and etc providing adverts but no content.
    I have tried soft reset which rectified on demand problems and recording problems for a day but then all return with a vengeance. I am conscious that this adds little to the resolution but merely highlights the fact that one box can in fact have all the problems described.
    I am pleased to hear that youview techs are cworking on a solution but I think it would be useful if they could at least confirm they have been able to replicate the problem so we know if they are working on the all of the problems identified.
    Of course I can try a one of the hard reset options but this really is not the answer or position we should expect to be in. Perhaps Youview would like my faulty box back and could supply me with a tested working one, they get a box exhibiting problems to play with and i get a working box and everyones a winner, well apart from every other poor customer with the same problems. Come on you view time to step it up if you want to challenge Sky.
  • Philip TrottPhilip Trott Member Posts: 1,040 admin
    edited 19 December 2016, 9:55PM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Hi Ian,

    We have our test team currently working to recreate the scenarios in which this occurs. We have been able to eliminate several factors such as the broadcast data itself being an issue (based on the programme feedback already provided by some helpful viewers on the discussion). Also we have looked at specific areas, transmitters and signal strength/ quality to determine the impact this has on the recordings going through.

    Aside from this we are working with Humax currently to analyse boxes in the field that demonstrate the recording problem and obtain the data to determine the cause. We understand how frustrating this issue is so are committed to determining the reasons and fixing it as soon as we can.

    One of the crucial areas we are trying to establish is why this becomes apparent and then can cease to occur for some viewers (sometimes following a reset of the box or re-tune).

    I will make sure to update on our progression with this issue regularly, and ultimately the fix for this. Apologies you have experienced this problem Ian, we are working solidly to ensure we get to the bottom of it.

    Thanks,

    Phil
  • Bob FitzsimmonsBob Fitzsimmons Member Posts: 9
    edited 30 December 2014, 2:53PM
    I too have experienced all the issues that Ian describes. Some have been one off others more frequent. I have done a full reset including losing all recordings. So far there have been no problems but it has only been a week.
  • Andrew CAndrew C Member Posts: 47
    edited 28 March 2017, 10:35AM
    As a follow up to an earlier post I made. i did an option 4 reset and all was well until i recorded the muppets on BBC one HD and watched it at the same time after it had finished, i had lost all timeshift/pause live tv functions. almost as if finishing the recording (and because it was being watched) it stopped the live buffer with the recording. a full (switch at the back) was needed to restore functionallity.
  • RoyRoy Member, Super User Posts: 16,024 ✭✭✭
    edited 7 December 2016, 8:39AM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Hi Phil

    Why can't, or won't, you just offer a rollback to the previous version for affected customers?
    These tests for COVID-19 might get right up my nose, if only I could get one
  • Philip TrottPhilip Trott Member Posts: 1,040 admin
    edited 19 December 2016, 9:55PM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Hi Roy,

    In order to make a decision about potential updates/ alterations, we have to be sure that any subsequent software changes actually get to the root of this issue. At the moment we are seeking a greater understanding of this problem in order to make the best judgement.

    To do so we are currently looking at the software behaviour and how this may or may not be the cause of the problem. If we are able to isolate the issue as software based we can look at the potential for a maintenance software release.

    This is something I will clarify with our tech guys and get back to you on, but we have not rolled back software before to my knowledge. Generally a maintenance release fix is created with the most contemporary software to address the issue.

    Phil
  • Martel SterryMartel Sterry Member Posts: 1
    edited 30 December 2014, 8:51PM
    I too now find myself in this situation. Issue with playback started a couple of days ago with a message showing that we have come to the end of our playback whilst only 3 minutes into the programme. Today the recording issue has started, only recording 1 or 2 minutes of each programme.
    I see from this thread that tests are being undertaken but has anyone from BT actually said when we can expect this to be resolved?
  • Colino GreenColino Green Member Posts: 27
    edited 21 February 2015, 1:37PM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Hello Phil

    I wrote a comment a couple of weeks or so ago about how when it first happened to me, it was preceded the night before by me letting a recording carry on after watching it so that the 'Playback has ended' message was left on the screen/box for probably well over half an hour. The next day, I had the record and playback stopping problems.

    Are the team looking into this issue testing out what happens when they let a recording finish on the 'Playback has ended' message for a long while? May be a complete coincidence but is worth looking at.

    Additionally, the first time that playback stopped early it happened just as I turned my BT router on. That may be something for the testers to try, too.

    As a trained IT Systems/server admin and web/PHP programmer, I know to check even the most innocuous of possible faults when something goes wrong (especially when nothing obvious jumps out) so maybe these two possible lines of enquiry could be followed, however coincidental and unlikely they may seem.
  • RoyRoy Member, Super User Posts: 16,024 ✭✭✭
    edited 7 December 2016, 8:39AM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    I have not reported, though I should have, that I left a programme on 'Playback has ended' for a couple of hours last week while I did something else, and this has not resulted in my YouView box falling prey to the 3 minute recordings issue subsequently.
    These tests for COVID-19 might get right up my nose, if only I could get one
  • RoyRoy Member, Super User Posts: 16,024 ✭✭✭
    edited 7 December 2016, 8:39AM
    Phil8 said:

    Hi Hilary,

    I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.

    There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.

    Thanks,

    Phil

    Phil

    The company I work for simply would not allow me to change any production software without a clearly defined backout plan to put things back how they were if the change proved problematic.

    Nor indeed would they allow me anything other than the simplest and most rapid of further amendments to put a problematic situation right before insisting on the rollback.

    I can well understand your wish to keep moving forward, and not to put out any further software until you have a fix for this issue. But the time it is taking is tearing YouView's reputation apart; even though I don't have the issue, I could not in all confidence recommend YouView to anyone right now, in case it happened to them.

    And the prospect of my box, in the future, being updated without the option of refusing the update into a state where it no longer works properly and will likely continue like that for several months while you struggle with the fix, fills me with dread.

    You say that a rollback is something you have never done before. But equally, this bug is of a severity and an intransigence we have never seen before, on YouView boxes out there in volumes we have never seen before.

    If I were in charge of your company, I would be packaging up the previous release and making it available to anyone who wanted to download it to a USB stick and do a Maintenance Mode 4, USB style, to revert their YouView box to the older software. And I'd be doing it tomorrow. And I'd be looking for consensus within the company that this was the right thing to do, ideally, but it would be done.

    I don't know what the rules are exactly; maybe the box would see the older release number and refuse it - in which case, I'd ensure that the release had a dummy release number a point higher than the current software.

    Yes, people who reverted would lose the other goodies in the new release; they would have the not ideal choice between those and having reliable recordings again. So it's not ideal, but at least they would have the choice.

    And you should still have, hopefully enough broken boxes to play with to eventually get to the bottom of this, and issue the real going-forward fix. While always keeping in mind that something like this may happen again, and ensuring there is an escape route to revert any future update, globally or selectively, as is merited.

    Of course, the Doomsday scenario is that people go back to the previous release, and this bug stays with them because it's another of those irreversible firmware things, like BFIS.

    But let's hope that isn't the case; and even if it turns out to be so, a rollback for those who need it is something we surely have to try.
    These tests for COVID-19 might get right up my nose, if only I could get one
  • paulo.fosterpaulo.foster Member Posts: 27
    edited 30 December 2014, 11:08PM

    Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality.
    If I wrote software as bad as this, I'd be fired...

    You can bet your life that this expert "Phil" and all the other technical team do not have the you view boxes and are sitting pretty with their fully fiunctionable Sky boxes. I bet they also have not missed crucial recorded programmes over this essential tv season. I do not honestly believe that this will ever be fixed without causing another issue. Oh how we laugh now at programming a vcr all those years ago but at least we would get what the programme recorded properly. This. Has gone n far too long now and should be made more public.
  • RoyRoy Member, Super User Posts: 16,024 ✭✭✭
    edited 7 December 2016, 8:39AM

    Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality.
    If I wrote software as bad as this, I'd be fired...

    Your anger is understandable, paulo, but your inference is unworthy, and also incorrect.
    These tests for COVID-19 might get right up my nose, if only I could get one
  • paulo.fosterpaulo.foster Member Posts: 27
    edited 31 December 2014, 10:41AM

    Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality.
    If I wrote software as bad as this, I'd be fired...

    In sorry Roy I have read your posts and I assumed you was on the consumers side. It seems that my comment is not yoo your liking but it is not unworthy . I used to enjoy your cynical comments about this ongoing problem but now realise you are just a person who only finds your own comments amusing.
  • RoyRoy Member, Super User Posts: 16,024 ✭✭✭
    edited 7 December 2016, 8:41AM

    Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality.
    If I wrote software as bad as this, I'd be fired...

    paulo, I am on the side of fairness, and to suggest that the YouView team are cynically watching and recording everything successfully on Sky rather than YouView, while being aware that customers who put their faith in YouView struggle with YouView boxes that do not record correctly is something I know to be untrue.

    But I am a customer like yourself, and despite YouView 's shameless attempts to bribe me with special YouView slippers, I try to tell it how I see it.

    I hope I'm not cynical about YouView; I wish the platform well, and as you will no doubt have seen, invest quite a bit of personal time in promoting the good things about it, and trying to help ensure that no-one who arrives here with a problem with their YouView box that can actually be solved goes away empty-handed.

    But I'm quite in pieces over this 3 minutes recording issue, not because it has happened - hey, stuff happens - but because YouView aren't doing the thing I want them to do about it - provide a selective rollback to the previous release for affected customers who want this - and all I can do is try to persuade and cajole, while watching a significant slice of goodwill towards YouView evaporate.

    As exemplified by the comments you made; which will needlessly sting good people who are trying very hard indeed to sort this out :-(
    These tests for COVID-19 might get right up my nose, if only I could get one
  • Paul19Paul19 Member Posts: 116
    edited 17 December 2016, 8:18PM

    Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality.
    If I wrote software as bad as this, I'd be fired...

    Well said! I recall when Sky was in its infancy and constant issues with the box locking up, with resulting missed recordings. I was told by one technical rep that it's a static build up only to be called a liar by another Sky rep when the problem occurred time and again. The problem today is a Sky are well established, after all they have been around over 20 years, YouView has been here for less than 3 years. I know it's frustrating but every user has the option to bail out and select Sky (And its inflated prices) , Freesat and just plain Freeview. Hopefully the issus will be resolved soon.

    On the issue since the update providing CRB with this issue possibly the problem I myself have perfect recording and a very stable viewing experience. This may be why it's such a difficult fault to nail down?
  • paulo.fosterpaulo.foster Member Posts: 27
    edited 31 December 2014, 5:07PM

    Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality.
    If I wrote software as bad as this, I'd be fired...

    Roy, I understand what you have said . I don't think you have the right to refer to my comments as interference. That is just a piss take. Do you know for a fact that they are NOT having issues with the you view box? You have also made some put downs to the you view staff /software in previous posts so you are in no position to tell me I am unfair. One minute you are bigging them up then striking them down the next. It seems that you are more than happy to attack you view but just as happy to stick up for them when someone else comments.
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