Non Stacking of Recordings - Better but not solved!

[Sophielegs]

I agree  no update we don't know what's happening   it's a nightmare 😌

[wkeith]

Had my update call with executive team today - Lady passed on that a fix had been applied on 23 January.  I reported back that there were still issues - referred her to this thread.  Also passed on the disappointment that updates (even of no progress) had stopped and that lack of communication only annoys customers more.

@Chloe-W22  

[Mormor1950]

@wkeith as per usual a good post from you

[s......]

@wkeith @Chloe-W22 

Further to my post 116

I was been advised by the Executive Team (E.T) to call them should I have a comment to make regarding the latest fix that they said had been implemented last week.

I shall be doing this tomorrow as there seems to be no response from sky on this thread

The issues: 

non stacking / stacking in 'Other'

missing tiles 

'on this week' missing 

It is as bad as ever, it clearly has not been fixed 

Following on from my last post (116)

I have fully implemented the procedures that the E.T  were told should fix this.

I set up a brand new recording yesterday  (to record today- Tues 31/1) of the following 

ITV 1 HD     The Chase (on a series link)   

There were no recordings of the chase on my box ... anywhere,  prior to this

So in theory it should record perfectly.

 It hasn't, it has no tile and when you look at the next recording that was set up for tomorrow using the series link feature, there is no 'on this week'  ... 

So it's my belief that tomorrow's recording will not stack or will possibly create another 'other' box 

Plase can someone at Sky reply to this thread ... or it will cause people like me to use the direct number I have for the Executive Team to try and get a reply. 

We just want to be kept informed and not ignored.

[Mormor1950]

@wkeith I also had a call last Friday morning and was asked to delete all series that I'd had problems with i e. not in order, in 'other', blue tiles etc. She said it must be done for it to work with new update. I've done this before and it's a lot of work but I did it as I promised I would. And this morning coronation street recorded but not in order from recording Friday evening. And I've got blue tiles too. Sky calling again on Friday to ask how I've got on. Wi

[Anonymous]

@Chloe-W22  this Saturdays scheduled episode of casualty bbc one and all next weeks scheduled episodes of doctors bbc one all have blank thumbnails and all next weeks and onwards scheduled episodes of classic emmerdale itv3 all have thumbnails of classic coronation street witch is incorrect can you pass this on to be looked into as it needs fixing issue on sky sky Q and sky.com thank you 

[Bluestraw]

Personally I disagree completely with any push from Sky to delete things / clean up the messed-up recordings in order to make things work. I did none of that yet went through a phase when it got better (not perfect) and now it got worse again. We shouldn't be having to perform workarounds for an issue, unless we have a crystal clear explanation as to why that is the ONLY way that it will be solved and justfication as to why other solutions aren't possible.

In any case, clearly the 'fix' isn't working so we're pretty much back where we were before, arguably a little worse since the Sky staff have abandoned this thread.

I also made an escalated complaint today and am awaiting my conversaion with the executive team (I missed their call earlier). Not good enough really.

[Anonymous]

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@Bluestraw wrote:

Personally I disagree completely with any push from Sky to delete things / clean up the messed-up recordings in order to make things work. I did none of that yet went through a phase when it got better (not perfect) and now it got worse again. We shouldn't be having to perform workarounds for an issue, unless we have a crystal clear explanation as to why that is the ONLY way that it will be solved and justfication as to why other solutions aren't possible.

In any case, clearly the 'fix' isn't working so we're pretty much back where we were before, arguably a little worse since the Sky staff have abandoned this thread.

I also made an escalated complaint today and am awaiting my conversaion with the executive team (I missed their call earlier). Not good enough really.

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thanks just wish 

@Chloe-W22  or someone from sky should update us on here about the blank and incorrect thumbnail issues and stacking issues as  @Chloe-W22 can see the issues we are having with thumbnails and  stacking just wish sky would confirm this is still being "fixed"on 

[wkeith]

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!

I'm beginning to wonder if regional/national variations are the key to these problems.  Maybe the Comcast software isnt designed to cope with the complex setup we have in BBC and ITV regions/nations.

[Bluestraw]

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@wkeith wrote:

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!

I'm beginning to wonder if regional/national variations are the key to these problems.  Maybe the Comcast software isnt designed to cope with the complex setup we have in BBC and ITV regions/nations.

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The thing is, it all used to work fine. Now it doesn't. So there's no excuse as to why the software can't cope, and if they aren't enforcing metadata standards then that's something that must be addressed urgently too.

[wkeith]

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@Bluestraw wrote:

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@wkeith wrote:

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!

I'm beginning to wonder if regional/national variations are the key to these problems.  Maybe the Comcast software isnt designed to cope with the complex setup we have in BBC and ITV regions/nations.

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The thing is, it all used to work fine. Now it doesn't. So there's no excuse as to why the software can't cope, and if they aren't enforcing metadata standards then that's something that must be addressed urgently too.

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But the thing is they have changed the software :-

For those interested in what the change was; during 2022 we migrated our metadata backend systems to align with all of Sky's platforms and territories, this resulted in the issue of recordings not stacking and missing imagery. The issue was happening due to the way the new Metadata backend dealt with Third Party Schedule updates when they were sent to Sky to close to the broadcast time. The events would then not have the required metadata for the stacking and images at the point of recording starting.

Its  abundantly clear that something is not working as it should and it is taking an inordinate amount of time to fix it.

[Anonymous]

hope this is ok to post these are the ones iv noticed so far   @Kirsty+S27 

[Bluestraw]

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@wkeith wrote:

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@Bluestraw wrote:

---

@wkeith wrote:

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!

I'm beginning to wonder if regional/national variations are the key to these problems.  Maybe the Comcast software isnt designed to cope with the complex setup we have in BBC and ITV regions/nations.

---

The thing is, it all used to work fine. Now it doesn't. So there's no excuse as to why the software can't cope, and if they aren't enforcing metadata standards then that's something that must be addressed urgently too.

---

But the thing is they have changed the software :-

For those interested in what the change was; during 2022 we migrated our metadata backend systems to align with all of Sky's platforms and territories, this resulted in the issue of recordings not stacking and missing imagery. The issue was happening due to the way the new Metadata backend dealt with Third Party Schedule updates when they were sent to Sky to close to the broadcast time. The events would then not have the required metadata for the stacking and images at the point of recording starting.

Its  abundantly clear that something is not working as it should and it is taking an inordinate amount of time to fix it.

---

Ahhh, I hadn't seen that explanation before! That makes sense as to the root cause. But indeed the time it's taking for them to find a fix for this new backend isn't okay. Indeed in my company, such an issue would have resulted in a rollback to the previous platform until the issue could be fixed...

[wkeith]

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@Bluestraw wrote:

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@wkeith wrote:

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@Bluestraw wrote:

---

@wkeith wrote:

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!

I'm beginning to wonder if regional/national variations are the key to these problems.  Maybe the Comcast software isnt designed to cope with the complex setup we have in BBC and ITV regions/nations.

---

The thing is, it all used to work fine. Now it doesn't. So there's no excuse as to why the software can't cope, and if they aren't enforcing metadata standards then that's something that must be addressed urgently too.

---

But the thing is they have changed the software :-

For those interested in what the change was; during 2022 we migrated our metadata backend systems to align with all of Sky's platforms and territories, this resulted in the issue of recordings not stacking and missing imagery. The issue was happening due to the way the new Metadata backend dealt with Third Party Schedule updates when they were sent to Sky to close to the broadcast time. The events would then not have the required metadata for the stacking and images at the point of recording starting.

Its  abundantly clear that something is not working as it should and it is taking an inordinate amount of time to fix it.

---

Ahhh, I hadn't seen that explanation before! That makes sense as to the root cause. But indeed the time it's taking for them to find a fix for this new backend isn't okay. Indeed in my company, such an issue would have resulted in a rollback to the previous platform until the issue could be fixed...

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They only admitted this when they "Answered" the previous thread - the communication is so poor.

They must have known from day one but didnt even acknowledge it at first.  If I had implemented a change like that to a key customer facing system without a working roll-back before I retired  I think I would no longer have had a job. the testing must have been woeful/non-existent and the implementation plan full of holes.

[wkeith]

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@Anonymous wrote:

hope this is ok to post these are the ones iv noticed so far 

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You are doing SKY's quality control department's  (Joke!)  job.