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I have had a useless reply from the BBC. Despite the detailed description (see Post 11) their (very long) reply starts:
“Thank you for contacting BBC iPlayer support.
I understand you have the iPlayer app on your TV and you continue to have programmes pause on you and your screen keeps going blank.”
This is, of course, wrong in all respects. They then go on to make suggestions which seem to be for a report relating to Internet connection problems, which I do not have.
I attempted to reply, but the address is unmonitored. I will have to go back to the ‘Contact BBC’ web site to try and find a way of replying.
I have just opened a new report to the BBC, but was faced with a 750 character limit, whereas my bounced email was over 1800. So I just said that I need to reply, but cannot with that limit. I will await a response.
I have, finally, managed to send the full, 1800+ character, text of my response to them via a different webform which they supplied. I await a response and hope it is more sensible than their last.
I ended my reply with the following:
“This problem would appear to lie with the BBC and not with viewers’ equipment setup, though it may relate to how Humax recording boxes interact with iPlayer.
I believe that this problem needs to be investigated by BBC engineers working with a Humax FVP 5000T in order to carry out the checks.”
@Ricinus
Any response to your report?
@Ricinus The iPlayer team have said:
“We haven’t received other reports of issues our viewers are having with the same model of device you are using, which would usually point to the issue being local to your device.”
Any thoughts on that?
You are pretty much wasting your time because (at some point in the very near future) they will reply and point out that the 5000t is NOT on the list of “supported devices” and their support will become nil.
SSThing – 32 mins ago »
You are pretty much wasting your time because (at some point in the very near future) they will reply and point out that the 5000t is NOT on the list of “supported devices” and their support will become nil.
Possibly, but the 4000T is and I have made it clear to them that they are basically the same box with the same firmware.
As have I on numerous occasions but they don’t care.
Fortunately, they requested the iPlayer System Information and in that list it says “Device: HUMAX STB 2015 4000T FVP” which might be enough, though I did explain why it said 4000T, not 5000T.
Time will tell, but I am not holding my breath!
Quote:@Ricinus The iPlayer team have said:“We haven’t received other reports of issues our viewers are having with the same model of device you are using, which would usually point to the issue being local to your device.”
Any thoughts on that?
not that I would post on a polite forum!!!
I’ve just recomplained – maybe I didn’t press the submit button correctly.
as an aside I noticed this
“We have fewer staff at present because of the coronavirus pandemic, so might not be able to respond as quickly as normal. We hope you’ll understand and we’ll reply when we can.”
Why are companies still using this excuse?
Ricinus – 7 hours ago »
I’ve just recomplained – maybe I didn’t press the submit button correctly.
as an aside I noticed this
“We have fewer staff at present because of the coronavirus pandemic, so might not be able to respond as quickly as normal. We hope you’ll understand and we’ll reply when we can.”
Why are companies still using this excuse?
Because it’s true. There are still cases (people aren’t dying but getting sick enough not to work). Plus the number of flue cases has shot up.
And if you have resources / staff in other countries that didn’t cope as well as we did then the effects are very much still causing big disruption.
A1944 – 10 hours ago »
Fortunately, they requested the iPlayer System Information and in that list it says “Device: HUMAX STB 2015 4000T FVP” which might be enough, though I did explain why it said 4000T, not 5000T.
Time will tell, but I am not holding my breath!
I wonder if that is why Humax didn’t bother to go through the process (maybe pay the licence) of getting the 5000t included on the “supported devices” list. Because they (Humax) knew they would be paying twice for what is the same device in a different case.
From BBC iPlayer & BBC Sounds Support Team:
“Thanks for getting back in touch with us.
We’ve spoken to the TV team and they’ve let us know that the live restart functionality for your device has been disabled, due to failures with the feature.
We’ve reached out to Humax to find a solution but we have not yet received a response from them regarding the issue.
Thanks again for getting in touch with us.”
Thoughts anyone?
I know the live RESTART is not available on the Humax (but is on the FireStick).
Presumably the problems with that are linked to our problem.
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