Tnt

[Pablo5150]

• Recently I have been getting "Failed to record" messages for series linked programmes. Mainly parts of MotoGP on TNT sports. For example it will record qualifying then fail to record 1 race but record the next and then not record another. Theres no clashes and the following week it will do something similar. Today I looked at the schedule on both the TV and the app and it shows that it has recorded today's will record part of tomorrow but then says "No information available" on both for the rest of the day. Is anyone else experiencing this? Software is up to date.

Thanks

[DarrenDev · Accepted solution]

Unfortunately this is a known issue @Pablo5150 - it's not with your box, but with the data that feeds it.  You'll see a number of other discussions about it on this forum.

The issue is with our data supplier for the TV Guide, and we have daily calls with them to raise issues.  They're working to upgrade their systems to fix the faults, but it's unfortunately taking time.

Your specific issue with MotoGP was raised with them yesterday.

The only thing we can recommend is that you keep checking - the data is usually fixed before the day of the event - the gap in tomorrow's schedule should be fixed very shortly.

[Pablo5150]

Thank you for the speedy reply. If nothing else, at least I have an explanation as to why it gets missed. I've just checked the app and have seen that the information is now available and have set it to record, fingers crossed that the box catches up in time. 

Thanks again. 

[MartinJSUK]

I've just missed the MotoGP Sprint race because of this issue - last time I checked on Thursday it said 'no information' for the entire time slot for both this and the Moto3/Moto2 races tomorrow, the latter is corrected now. . Admittedly I could have added it yesterday had I remembered, but the whole purpose of a 7-day EPG is that you can plan your week in advance. What if you're going on holiday? The whole system is buggy right now - several times I've added a program to the planner, and then had to readd it after a change of titling in the system removes it, and then get left with a 'Failed Recording' message (relating to the original addition) hiding the actual successful recording, and it would be all too easy to accidentally delete the recording. EE have clearly cut corners by switching to a data supplier who know little or nothing about the subject, and it's leaving us with a product with simply can't do what's advertised. EE TV is dearer than simply buying a load of individual subscriptions to the channels, I'm doing that largely for the priviledge of being able to watch them back at any time, and we're not currently getting that.

[DarrenDev]

We didn't choose to switch supplier - our previous one shut down and handed us to another one that wasn't ready. Unfortunately it's not a quick job to change supplier - we're doing everything we possibly can, as fast as we can. We're just as annoyed by all this as you. 

[MartinJSUK]

Be that as it may, my main reason for choosing this traditional recordable-box-based service instead of much cheaper streaming-only options was the ability to record programs and watch them at my own convenience, rather than being limited by what the streaming companies keep available for long enough, which seems especially bad for Sports programmes. It doesn't feel right to still be paying full price for a service which does not work. Is there any opportunity for a partial refund for the lengthy time the service has not been working correctly as sold?