27 replies to this topic

[andy b]

Is anyone having trouble with the EPG for Ch9 in Adelaide. It was working perfectly and I could record eddies millionaire quizz program then the 6 o'clock news. Since daylight saving ended and Ch9 introduced the afternoon news things have gone haywire, the EPG info is either missing or incorrect and my scheduled recordings fail. If anyone else has had the same problem and found a solution please let me know. I have gone through the TV setup procedure in media center several times with no result.

puzzled

andy b

[Neilwa]

Yes, Channel Nine EPG after 7:30pm nightly is failing in SA. Ive been reporting this problem at the Whirlpool website here and others have responded with similar complaints:

http://forums.whirlp...73&p=-1

Tuesday night, 1st May 2012, my Microsoft Win7 Media Centre automatically detected an error with the EPG and requested a forced re-bless of the entire EPG. After running a re-download of the entire EPG (by switching channels to obtain their digital EPG data), Channel Nine still cointinued transmitting incorrect EPG data which contravenes it's Freeview and regulatory obligations to provide at least 7 days of accurate EPG data. On Wednesday night 2/5/12, "Hot Seat" showed up after 7:30pm, cutting off "The Block" 30mins early and showing "Hot Seat" all the way until midnight. Last week it was "Nine News" or "A Current Affair" doing this. I have screen snapshot evidence of this.

Now that we know it is systemic, we need to contact Channel Nine direct, Freeview and the Telecommunications Ombudsman if Channel Nine does not fix the problem immediately. Pretty poor considering Nine uses MSN in its online name - namely Microsoft Network!

Some Channel Nine contact numbers and emails:

Channel Nine Adelaide : (08) 8267 0208 or (08) 8267 0111 reception@nws9.com.au
Channel Nine Sydney : (02) 9906-9999 customer.service@ninemsn.com.au
Channel Nine Melbourne (03) 9420-3111
Channel Nine Brisbane (07) 3214-9999
Channel Nine Adelaide (08) 8267 0111
Channel Nine Perth (08) 9449 9999

Edited by Neilwa, 02 May 2012 - 09:40 AM.

[Dean1M]

Out of interest check and see if your TV is also displaying incorrect guide data. I have had issues recently with my HTPC displaying incorrect data, but the TV is correct.

I pretty much gave up trying to sort it and bought an IceTV subscription, disabled MCGlidHost.exe and now just use the Ice service. With the ability to now program
shows to record from my iphone via Ice the price was worth it.

[andy b]

Thanks Neilwa,

I experienced exactly the same problems as you so it isn't something in our individual setups. I wonder if it is due to Ch9 Adelaide being part of the WIN network not the national 9 network.

I will try ringing them and see what sort of answer I get.

regards

andrew buchan

[Neilwa]

Andy - i think you may have hit the nail on the head. I emailed Channel 9 Adelaide and was sent the following:

Hi Neil,

Thankyou for your email.

The EPG is conducted out of Sydney.

There phone no is (02) 9906 9999 and they will be able to assist you

Cheers
Deb

Reception NWS9
Reception
Channel 9 South Australia
202 Tynte Street, North Adelaide SA 5006
T 08 8267 0111 F 08 8267 3996
E reception@nws9.com.au
The WIN Network
________________________________________


I asked for an email address but they have not replied.

So I rang Channel 9 in Sydney and was put through to a Tim Macdonald. He said it could well be WIN TV's problem given they stream the EPG content. He is supposed to be following it up but I am yet to hear anything back.

It is good to hear that you also will contact them. They need this type of feedback from the coalface.

[logifuse]

Could it be some mix-up between the plain EIT data & the enhanced MHEG5 data? It's probably not as you'd expect it to be impacting more people, but you never know...

Having said that, it's probably some f'up at MediaHub.

Justin

[Neilwa]

Hi Justin - Good to hear from you! Been a couple of years since I had a problem lol - good ol' AMCC folk here like yourself never cease to amaze me of their talent and expertise. Given the complaints at Whirlpool, such as one from Townsville even, it's more than one individual's set up. I'm not sure what you mean but it's good to have some technical info in case the Channel 9 people actually read any of this! Thank you! Honestly, when I read posts about Channel Nine doing this deliberately / conspiracy etc... I was starting to think they were bouncing key shows around just to force Win7MC users to obey and view/record earlier leadin shows if they want any of the rest of the night's offerings. I'm surprised not more people complain about their constant blank spots, many spots with "No Data Available" or "TBA" and also the usual lack of 7 days worth of data.

[Dean1M]

I have been plagued by the WIN/GEM/GO issue since the beginning of April. It coincided with two things

1) end of daylight saving
2) WIN announcing they were quitting Freeview

One of these is behind it for sure.

http://www.matchmast...ut_Of_Freeview/

The above story is definitely worth a read, especially the bit about the WIN EPG NOT being affected. Definitely a smoking gun here somewhere.

Edited by Dean1M, 03 May 2012 - 12:57 AM.

[Neilwa]

For the record, here is my reply to Ninemsn's official response:

Dear Wil New,

It is quite evident from your response that you and/or Ninemsn have no desire to see to it that this problem is rectified otherwise you would have shown me some courtesy and forwarded my written communications, I sent you, to the relevant people. After reading your response, I consider my approach to you in writing was a complete and utter waste of time.

I shall post your response to a number of forums, one of which where I am a specialist, in case others want to take the matter further. As for me, the longer this issue persists, the more likely I will lose further interest in Channel Nine TV shows. The problem is still happening and it is affecting PVR users now as well as Windows Media Centre users. The Channel 9 EPG is at its worse and is most unreliable when one wishes to watch Nine Network shows live.

If you should find the time, and have the inclination, to forward my concerns on to the relevant people within the Nine Network, then do so and I will be more than happy to provide them with further information.

Yours faithfully,

Neil

From: ninemsn Customer Service [mailto:customerservice@external.ninemsn.com.au]
Sent: Friday, 11 May 2012 3:05 AM
To: 'W'
Subject: RE: Faulty Channel Nine EPG - SA

Dear Neil,

Thanks for your e-mail to ninemsn, our sincere apologies for the delay in response.

Unfortunately ninemsn has no control over the general programming of Channel Nine broadcasts (we manage the ninemsn website but do not have any part in Channel Nine’s operations), including broadcast times included in the EPG. If you would like to make a formal request or complaint, you must, in accordance with Australian Broadcasting Authority requirements and the Federation of Australian Commercial Television Stations Code of Practice, make it in writing (regrettably Channel Nine, as with the other commercial television stations, does not have a direct e-mail address for complaints or general enquiries):

The Compliance Manager
Channel Nine
24 Artarmon Road
Willoughby 2068 NSW

Complaints can also be lodged via the FreeTV website:

http://www.freetv.co...er-feedback.seo

For general enquiries and comments regarding television shows or broadcasting, please call Channel Nine on any of the following numbers:

Adelaide: (08) 8267 0111
Sydney: (02) 9906 9999
Melbourne: (03) 9429 0201
Brisbane: (07) 3214 9999
Perth: (08) 9449 9999
Hobart: (03) 6228 8999
Darwin: (08) 8981 8888


Kind regards,

Wil New
Customer Service
ninemsn

customer.service@ninemsn.com.au

[DDH]

So Wil New, as "Customer Service" is happy to simply republish information he has now been advised is incorrect .... great demonstration of caring about quality!

[Neilwa]

Following up from Ninemsn's recommendation, I contacted Freeview/FreeTV and found that to be a complete waste of time. The woman in charge there today was quite disinterested about the problem I was trying to convey but very fast at supplying excuses, and demanding that I listen to them, ranging from emails don’t count as communications in writing, to Freeview isn’t responsible for TV station EPGs or stations following Codes (even though their website suggests otherwise). She also refused to provide a full contact name so that I could send Freeview written communication via email, she threatened to terminate my call and finally she terminated my call. As an industry body, I thought they would have been really interested in this issue and shown concern enough to take it up and resolve it. Completely the opposite.

So I have written to ACMA and supplied the details. They have quickly forwarded this to the EPG Principles Group. Please see the attached link to information on their web site regarding EPG principles and the monthly broadcaster performance reports.
http://www.acma.gov....RD/pc=PC_311870

I only had to take one look at their most recent quarterly report to see complaints about the EPG for 9, GO! and GEM.

I'll keep you posted.

Edited by Neilwa, 10 May 2012 - 11:29 PM.

[logifuse]

Good old self regulation. You've got to remember that Freeview fought an EPG for a long time & have instituted their one for their crippled hardware, so it's no surprise that they're not interested in getting it sorted.

Good luck with the fight.

Justin

[Neilwa]

UPDATE: The matter is now being investigated by Gary Smith, Manager, Consumer & Research Section
Allocation, Coordination & Policy Branch Australian Communications and Media Authority (ACMA)


He has so far written a very detailed response, where his fourth point states;

"4. The relay of EPG by WIN

I have yet to be able to get in touch with the staff at WIN to discover whether they were aware of any issues that occurred with the Nine Service in Adelaide in April or the longer term prospects for its recurrence. I am aware that they recently have implemented some significant enhancements to their EPG systems that may have resulted in this short term issue but I have been unable to confirm whether this was the cause of these particular ills. I have also sent a copy of this email to someone within WIN and hopefully they will respond if they have any relevant information."

Let me know if anyone wants to read his full response.

[andy b]

Thanks everone for following up this issue.
I rang Channel 9 in Adelaide , who put me through to channel 9 in Sydney. They put me through to their program dept. who then put me onto engineering who told me it was WIN's problem. I explained the problems in an email to WIN who have not replied. Meanwhile I am still having the same troubles with the Ch9 EPG, all the others work fine.

Not sure where to go from here

[Dean1M]

This issue is still affecting WIN in NSW as well.