EETV Scheduled Recordings Failing when Thumbnail is Generic

[naylor2006]

Hello all.

I'd been investigating this for a couple weeks after my recordings of various Premier League football matches were failing, it seems like a meta data issue with the TV Guide, not one that is there with my equipment and I reckon if anyone else see's this post they can probably confirm the same issue.

I record all the Premier League Games on Sky Sports on my BTTV Pro box which is in Internet Mode, last season it worked 99% of the time, this season however it has failed so many times, particularly annoying when I sat down at 2000 to watch United vs Arsenal only for the recording to have failed without any error message at all, luckily I was able to download it, actually wish I hadnt...United woes another issue.

At the time I didnt notice thumbnails not being correct, however now I can "confirm" the issue and it comes from the TV Guide, please see the below screenshow from my phone showing todays scheduled recordings....(Well and one yesterday)

The Liverpool game is showing some generic SPORT thumbnail, this recording will fail, I will have to either go into the EETV app and record the game once it has started OR do the same from the TV itself....unless the guide updates the correctly...but even if the guide updates, this recording will fail, I will need to delete this recording and add the corrected one once the guide updates. It is actually possible to have two entries for the same game once the guide updates...thats if it does, I can have the corrected one in there with the correct thumbnail and the one with the generic that I added before it was fixed.

I factory reset my box because I knew I might get asked, issue remains, but it cant be the box right because the generic thumbnail is both there on the planner on the box itself in the guide and on the app....so if I click on the below entry in the guide it will show the SPORT thumbnail.

I wont post all the other games with the correct thumbnail because by this point I hope my point gets across.

On the opening weekend of the premier league, all the sunday games failed in this way, Friday night was ok the Liverpool Bournemouth game, I think from memory MNF failed also....last weekend before I had noticed this thumbnail difference I decided to JUST record the Fulham United game....which failed...but I was wise to it failing so just waited until the program started then hit record from the app and it recorded fine then.

I'd put alot of money on all my recordings (based on their thumbnails) working today but that Liverpool game failing, because the issue is there on the actual TV guide and the EETV app guide...then I assume its nothing specific to me?

Is anyone able to have a look at their planner and look at the thumbnail for Liverpool vs Arsenal please and see if its the same? Maybe even schedule recording it and check if it fails.

I will post again here at the end of the day once I know for sure how the recordings went but im fairly sure of my findings....

[Mod edit: The profanity filters were a bit over-zealous here added in the name of a North London football team]

[DarrenDev]

I don't think you're far off the mark @naylor2006 and I think your observations are going to be helpful.

The issue isn't related to your move from BT to EE. It's entirely to do with the supplier of our TV Guide data, who have been facing some teething issues. There is very close monitoring in place, and there are review calls multiple times a week to highlight any anomalies found. I'm not sure if that monitoring is capturing the data changing though - I believe the focus was on highlighting gaps or errors. If recording or series recording IDs are changing mid-week then this will cause issues.

[naylor2006]

Thanks @DarrenDev 

Yeah, was unlikely it was related to any move, but if I mention it and its rebutted then it closes that line of research for other Googlers.

I am happy to keep reporting back here ones that fail and ones that do not, I dont think many people actually record entire football matches, I am going to check more often now, I will still schedule recordings for all the matches but will around the programming start time to see if the recording has activated, either via my phone or whatever.

Have to suffer the international break first.....

Also mate, can you please sort out Ultra Boost 🙂

[DarrenDev]

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@naylor2006 wrote:

Also mate, can you please sort out Ultra Boost 🙂

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If only I could! Even if there was a manual way to enable it, I'd happily give up my time to enable every customer who wants it - the embarrassment of this situation is just killing me! There's just nothing that can be done at the moment.

[zulu17]

The problems have been ongoing since June and we are now in September.  So appropriate escalation from EE management would be welcome as even if the root cause is outside of EETV own teams remit there would I have thought be service levels that may currently be not being met.