TNT sports recordings/schedule

[garybs29]

Any known issues with TNT sports channels on the box pro? Had multiple failed recordings since Saturday & when checking live channels the info is often showing the previous program still being on instead of whats actually on meaning recordings are not starting

[DarrenDev]

@TomVTwin the changes went live, and all TV channels are now going through the new process that has improved reliability.  It's still a long way from perfect though, for different reasons that are being investigated between YouView, TNT Sports, and our data supplier.

In addition to that, there was a total failure of TV Guide data on the TV Box Pro and TV Box Edge from 2pm Friday, with various degrees of service until it was fully restored on Monday. The level of impact received would depend on when your box last synchronised.  Older TV Boxes and Apple TV weren't affected.

For your specific TV Box Pro, you've had 31 failures in the last 25 days.  21 of those were with a status of EXPIRED. That's not one I've seen before, and I'm trying to get more information on the cause.  Do you turn your TV Box power off at all?

[TomVTwin]

Box is always powered on standby, I have turned it off a couple of times in the last 2 weeks testing a WIFi extension into another room just for a few minutes, but always returned it to the room were it is pluged directly into the router. The recordings were programed after it was moved back.

The box that recorded the WSBK is an old style box not a Pro.

We had a problem with a digital voice phone yesterday conected by WiFi to the router, could that have effected the TV Box in any way if the problem was building over recent weeks?

[DarrenDev]

No - your digital phone issue won't have been related.

I've confirmed with YouView documentation that EXPIRED events happen when the data has changed after the recording was scheduled - this is one of the known issues being investigated with TNT Sports and our supplier, as the data isn't consistent. When the TV Box comes out of standby, it checks its list of scheduled recordings. If those programmes are no longer listed in the TV Guide (e.g. due to the IDs being changed), they'll be marked as expired.

I can only apologise, and say that this issue is still being investigated as a priority.

[ElainH]

It's very frustrating and I'm seriously considering going back to Sky as there were never issues with TNT recordings when we had it via Sky. They actually called yesterday with a good offer and will buyout the rest of the EE TV contract.

Will the same issues happen when TNT goes to HBO Max or is that just used for catch up or watching live via the app? Luckily most of WSBK recorded so I'm hoping MotoGP will record ok this weekend. We prefer the recordings to watching later on Discovery+. 

[PgN4]

My total respect to you for being honest to the reason behind the recording failures of the Pro box. It's such a kick in the teeth that EE have so little disregard of their loyal customers that after 8 MONTHS of you acknowledging this problem, they couldn't be bothered to reach out and communicate that there was this problem. And with a little heads up to all users of their service, we would of scheduled recordings as late as possible. My question is why this problem is taking so long to rectify, as surely as EE has had enough time? And is it ever going to be rectified or will the pro box be scrapped by then? BUT DO EE REALLY CARE, I VERY MUCH DOUBT IT!!!! Another big company in my opinion, that the right hand doesn't know what the left hand is doing! Your feedback would be welcomed DarrenDev, please?

[DarrenDev]

We absolutely do care, and trust me when I say that I'm just as frustrated as you.  There's a team working on this full time looking for data inconsistencies, and trying to identify patterns and causes, and it has a lot of attention from senior management.

It was explained to me yesterday that the TV Guide data comes from many different systems, from different companies. Each channel is responsible for their own data and the accuracy of it, but it's then fed through many systems before it reaches the YouView box - many potential points of failure. There's also no single point-of-truth for the data to be compared against, so it's difficult to accurately identify errors until they occur.

But like I say - it is the absolute top priority for the team working on it, and things will get better (they're already significantly better than they were in November).

One other comment: many people don't experience any issues at all.  If affects some channels and content types more than others - sport unfortunately appears to take the brunt of the issues, due to the less fixed/structured/reliable nature of scheduling. I'm not making excuses though - there's no reason why we can't make this right again.

[PgN4]

Again sincere thanks for replying again, BUT the frustration began for myself when after numerous tnt sports record failures, I finally made the effort to telephone in and speak to 3 different TV/sport helpline advisors, who had never heard of this problem. So I ended up explaining your information and training EE staff myself. NOT VERY PROFESSIONAL IN MY OPINION, especially when your initial post was 8 MONTHS OLD. My record failures were really scoffed at, but as a busy person I need to record sports events to view at a later date, which is why I chose and pay for the service of the PRO BOX combined with tnt sports. Personally my feeling are very negative to EE at the moment as I believe honesty is ALWAYS the best policy and MAYBE a message to all tnt sport customers regarding the issues would of been the correct thing to do????

[TomVTwin]

My box was set to record MotoGP in Thailand from midnight last night, and none of it has recorded, it doesn't even show a failure to record notice. EE and/or TNT Sports are taking the Pxxx, it must be a scam there's no other explanation.

[RobMU69]

I'd be surprised if this issue is ever rectified. It harks right back to the early days of BT Vision (remember that?). It's always been an issue that keeps on rearing its head from way back then!!!

[PgN4]

EE have known about this problem for at least 8 months and I would have thought EE would have had the decency to advise all subscribers to TNT SPORTS about this problem, but that's being honest. All I can say is try scheduling the recording as late as possible ie press the record button as close to the programme start time as possible, then if they change the data, your box won't get confused and bollocks up the recording.