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240 posts

Master Geek
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# 250750 23-May-2019 21:46
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OK, so it is Monday. In fact it is THE Monday. Txt arrives on the way home "Prime is not working on the T-Box. We need it to watch Game of Thrones final!"
Get home, have to head out shortly to a meeting. T-Box says "Service Unavailable" for Prime. EPG works, and all other channels are fine. Turns out Freeview and MythTV (same aerial) are not working at all.
TV in the bedroom is working. Set that to record GoT, eat dinner, go to meeting.
Next morning, still no Prime. Do usual diagnostics. No go.
On the way home ring Customer Service. Answered before any rings."Yes, I've rebooted the T-Box ... and did a three-button reset ... yes, Prime worked fine over the weekend. Prime did stop like this last December, and a CSR got the picture working again." ... no comprehension as far as I can tell.
"I will run some tests on your connection." About ten minutes of hold music. "It all looks OK."
Interesting hold music while "The other side" is consulted.
"Your package does not include Prime." It is Freeview! Of course it includes Prime!
"You have an old set top box, we sent out emails to say they are being decommission." (Actually made more sense, but still very surprising - certainly didn't receive any email.)
"I will transfer you to the people who can set you up with a replacement." "Do you mean the Retention Team?" "Yes" "I would rather ring them myself later, thank you." "OK - can I do anything else today?" (Actually, I don't recall being asked that this time, but probably was.)

Got home. Prime works! Has worked fine ever since. Last December the CSR got Prime picture going again. I suspect the 'testing' actually fixed the problem, pretty much like last time. Or maybe it fixed itself during the day ...

Anyone else having T-Box or Customer Service issues?

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27995 posts

Uber Geek
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Biddle Corp
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  # 2244351 24-May-2019 06:23
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CSR was probably getting confused with the old STB platform (the silver ADB boxes) as these were all shut down for good yesterday after they finally moved most of the existing customers off the platform.


Shutting this down was required due to the Sky migration from MPEG2 to H.264 broadcasts.



2743 posts

Uber Geek
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  # 2244364 24-May-2019 06:56
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Shutting down the ADB platform had been planned for quite some time. Not driven by the MPEG4 migration. The platform had been in operation since 2004~

There was a fault with Prime which was fixed.. nothing to do with the testing performed.


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