Non Stacking of Recordings - Better but not solved!

[Anonymous]

emmerdale and coronation street are stacking correctly in right folder but in random order in recordings well at lest they in right folder even if they are out of order 

it's because scheduled epsidoes of emmerdale and coronation street itv1 go incorrect episode numbers they all over the place with the episode numbers

@Chloe-W22 

[hammerjeff]

@Anonymous  same here they are stacking but shuffling like a pack of cards

[wkeith]

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Unfortunately there are occasions where the metadata backend and broadcast schedules have not aligned and require manual intervention, we are now focusing on how we manage and present recordings for split events and long running soaps.

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Thanks for this explanation @Chloe-W22 - I think an earlier explanation of this might well have reduced the frustration felt by customers, but I am still confused by why not all customers were affected by the issue (and if they were all affected why custmomer service staff continued denying the existence of a problem and suggesting resetting equipment which was clearly not going to solve anything)

[iangster]

@Chloe-W22 thank you for your reply. The programme not stacking is Top of the Pops. Recorded from the guide. Programmes not stacking are Building Nightmares, Top of the Pops (TOTP) 1989, TOTP christmas 1986, TOTP 1980, TOTP 1985, TOTP 1986, Reported Missing, The Suspect. These are all programmes recorded from the TV guide. Not that both some newer &  older recordings do have thumbnails, so it's not case of older recordings not having them after an update. Thanks

[Mormor1950]

On my TV Emmerdale is completely in random order as well as an 'other' box with some episodes. Fed up

[wkeith]

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@Mormor1950 wrote:

On my TV Emmerdale is completely in random order as well as an 'other' box with some episodes. Fed up

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As far as I can see the other box is the result of there being no series/episode information, which I think is how the (temporary) workaround they have in place is meant to work by ensuring there is no duff episode/series info.  The problem is when they miss the workaround on an update the problem rears its ugly head once again.  I still can't work out why different people are affected in different ways.  @Chloe-W22 - any idea?

[oj01]

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@wkeith wrote:

I still can't work out why different people are affected in different ways.  @Chloe-W22 - any idea?

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The way I read Sky's comments are that a customer who is up to date on, say, Emmerdale and has deleted (and permanantly deleted) all previously watched/recorded episodes should be ok going forward. Anyone who still has some of the problematic episodes on their box could still experience issues because of the metadata in those episodes. 

[Dorcas+keery]

@Chloe-W22 just to let you know I have missing Thumbnails for every channel for next Saturday and Sunday, it seemed to to fine there for awhile but now it back to the missing thumbnails again please can you look into it please 

[Anonymous]

@

@Chloe-W22 

@Kirsty+S27  I'm having same issue on sky Q 

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@Dorcas+keery wrote:

@Chloe-W22just to let you know I have missing Thumbnails for every channel for next Saturday and Sunday, it seemed to to fine there for awhile but now it back to the missing thumbnails again please can you look into it please 

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[wkeith]

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@oj01 wrote:

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@wkeith wrote:

I still can't work out why different people are affected in different ways.  @Chloe-W22 - any idea?

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The way I read Sky's comments are that a customer who is up to date on, say, Emmerdale and has deleted (and permanantly deleted) all previously watched/recorded episodes should be ok going forward. Anyone who still has some of the problematic episodes on their box could still experience issues because of the metadata in those episodes. 

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I understand that.  If I delete all the recordings with series info for a programme where "series 'X'"  and "other" shows then until the next meta data issue it will all look ok.  See my example of Coronation Street post December 22.  What I don't understand is that it appears some customers have blank thumbnails on the guide and some don't, and some have stacking problems and some don't.  If not I can't see why customer services could maintain the position for months that there wasn't an issue or that it could be solved by a reset. (which we now know there was).

[Chloe-W22]

Hi all,

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@Dorcas+keery wrote:

@Chloe-W22 just to let you know I have missing Thumbnails for every channel for next Saturday and Sunday, it seemed to to fine there for awhile but now it back to the missing thumbnails again please can you look into it please 

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I just wanted to mention the current fix in place covers a rolling 24 hour broadcast window across all third parties, the further fix that is planned will cover the full rolling 7 day window which is why you might still see missing data in the next 2, 3 or 4 days etc.

As a reminder, if you have missing tiles and non stacked recordings in your planner, these will not move to a stack automatically, to tidy up your planner you're best getting caught up with the programme and then deleting it.

@wkeith wrote

What I don't understand is that it appears some customers have blank thumbnails on the guide and some don't, and some have stacking problems and some don't. 

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This is caused by the regional variations in the metadata, the content doesn't all follow the same script - there are definietly a lot of turning cogs as we're all learning!

Thanks,

[Dorcas+keery]

Thank you @Chloe-W22 for the update

[wkeith]

@Chloe-W22 

@wkeith wrote

What I don't understand is that it appears some customers have blank thumbnails on the guide and some don't, and some have stacking problems and some don't. 

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This is caused by the regional variations in the metadata, the content doesn't all follow the same script - there are definietly a lot of turning cogs as we're all learning!

Thanks,

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Thanks for your

reply.   It is so much better when customers are informed about the background to the issue!   

[sambora71]

@Chloe-W22 

Just to update the 1st 2 editions of Waterloo Road on BBC1 haven't stacked. 

Thumbnails  on my planner have been spot on since the update though. 

[Anonymous]

@Chloe-W22 

hi all individual scheduled episodes of lorraine have 

got thumbnails of this morning and this morning have got thumbnails of lorraine for individual scheduled epsidoes and good morning britain got and loose women got  incorrect thumbnails for individual scheduled epsidoes 

these  issue is for all individual scheduled epsidoes and another issue is 

that good morning britain have got incorrect thumbnail one used behind the synopsis of the programme 

and lorraine, this morning  and loose women also got incorrect thumbnail one used behind the synopsis of the programme these are issues are on itv1 and stv 

theses issues are on sky go, sky Q and sky.com 

they need updating to the correct thumbnails thanks