help - unable to use ondemand or showcase

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help - unable to use ondemand or showcase

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Lindberg146

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Dear Forum

Perhaps a correspondence to Humax (as applicable) along the following lines may aid Humax to focus minds expressly in respect to this problem I also encounter in recent times regarding ...Showcase or On Demand.

Dear Humax support

Are you able to explain reasons I am unable to use the facilities advertised as available with your 1010S product .......the system was operating until recently, currently "Showcase" or "On Demand" is unavailable.

The product concerned was purchased online and such the contract of sale is subject to the Laws of England and Wales “ The Consumer Contracts Regulations Act 2014” of last June replaces the “Distance Selling Act”.

In the event the problem does not become resolved in a reasonable period please expressly advise the process you employ to have the product returned via pre-paid method for replaced or repair consistent with the requirements of the above Statutory Instrument notwithstanding The Sale of Goods Act 1979 (as amended) and the Sale and Supply of Goods Act 1994.

Your response or intentions in respect of remedy would be most welcome

| Sat 27 Sep 2014 6:58:59 #141 |
JamesB

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Replacement would be pointless; "repair" (a fix) is already in progress. No consumer rights are being infringed.

Anyone who bought the box (a) since the upgrade (b) from a retailer with an unusually generous returns policy might possibly get a refund or a swap for a different product if they ask nicely.

Trouble with that course of action - even if successful, what would you buy instead since among satellite DVRs nothing offers the functionality that's (temporarily) missing from the 1000S/1010S

| Sat 27 Sep 2014 8:20:11 #142 |
Mandlebrot

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I had my aging HDR1000 replaced recently under warranty with a brand new box (still HDR1000) due to a sound fault and this issue isn't affecting me. I've never had any issues on the last or this new firmware.

What I don't get is if Humax are aware of this issue and it's affecting a number of people is why this don't role back the firmware until they resolve the issue. Surely that would be easy for them OTA. Yes I know people who don't have problems with this new version might moan but given that the last firmware was stable and this one hasn't brought much except a few cosmetics to the party then most wouldn't even notice that it had been rolled back.

| Sat 27 Sep 2014 15:28:14 #143 |
REPASSAC

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Mandlebrot - 8 minutes ago »
.... What I don't get is if Humax are aware of this issue and it's affecting a number of people is why this don't role back the firmware until they resolve the issue. Surely that would be easy for them OTA. ..........

I think it is up to freesat (off for the weekend) rather than Humax (but possibly a joint decision) - please correct if you actually know.
I also think, the software would need repackaging as a higher release for the units to apply it.

| Sat 27 Sep 2014 15:43:27 #144 |
JamesB

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REPASSAC - 13 minutes ago »

Mandlebrot - 8 minutes ago »
.... What I don't get is if Humax are aware of this issue and it's affecting a number of people is why this don't role back the firmware until they resolve the issue. Surely that would be easy for them OTA. ..........

I think it is up to freesat (off for the weekend) rather than Humax (but possibly a joint decision) - please correct if you actually know.
I also think, the software would need repackaging as a higher release for the units to apply it.
Good point.

It's also possible, from the speed with which this was acknowledged as a Humax/Freesat problem, that they know at least in general terms what is wrong and (understandably IMO) prefer to put it right rather than roll back. But in that case it would help if they would give a bit more explanation.

| Sat 27 Sep 2014 16:01:25 #145 |
-gonzo-

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I've been monitoring things with my box over the past week and so far I've not seen Showcase and On Demand sections replaced with the connect to broadband message as it was before and everything seems to be working as it should.

| Sat 27 Sep 2014 16:39:39 #146 |
manowarrior1983

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I had this on my HB box too, it took two factory resets and assigning a static ip to resolve it (for me at least!).

| Sat 27 Sep 2014 17:25:15 #147 |
REPASSAC

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manowarrior1983 - 28 minutes ago »
I had this on my HB box too, it took two factory resets and assigning a static ip to resolve it (for me at least!).

I doubt it was the same problem - did the symptoms match exactly - especially the message on trying to select either?

| Sat 27 Sep 2014 17:55:26 #148 |
Rocksta

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I emailed Freesat customer support, giving them the reply I had from Humax, and received this reply on Friday:

"Thank you for your email.
We are aware that there is an issue currently with the On Demand service and are working to resolve this as quickly as possible, we would like to thank you for taking the time to make sure we were aware, it s always greatly appreciated to receive feedback to help us improve the service.

In regards to the fault, we would advice waiting a period of 24-48 hours and conducting a factory reset, this may then return your box to normal working status."

| Sat 27 Sep 2014 18:20:32 #149 |
manowarrior1983

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REPASSAC - 42 minutes ago »

manowarrior1983 - 28 minutes ago »
I had this on my HB box too, it took two factory resets and assigning a static ip to resolve it (for me at least!).

I doubt it was the same problem - did the symptoms match exactly - especially the message on trying to select either?
- yup!

| Sat 27 Sep 2014 18:38:24 #150 |