help - unable to use ondemand or showcase

My Humax Forum » Freesat HD » HDR 1000, 1010, 1100S

help - unable to use ondemand or showcase

(935 posts)

pjt

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I only bought my HDR-1000s 6 fays ago (26/9/14).

I am having the same problem as everyone else on here.
Connected to internet but no on demand or showcase or freetime ID.

Contacted both freesat and humax.

No response from Humax but got the following email from freesat yesterday (29/9/14)

Thank you for your email regarding our On Demand services.

'Freesat are currently having some technical difficulties with our On Demand platform which is stopping our customers from accessing this service. This problem has also had a knock on effect with other services which require an internet connection; Showcase, Freetime ID etc. Our engineers are looking into resolving this issue, and they have advised us that it should be fixed by the end of next week. What we suggest is to do a factory reset on your Humax box on Friday, and this should restore full functionality of your Freesat box.

We appreciate your patience regarding this issue.

If you need further assistance, or have any other queries, then please don't hesitate to contact us.'

Just posted this for everyone to have the same information.

otherwise the freesat box is great, but I am sure I could have got the same for much less money without on demand etc, I had a freeview PVR before and now I have spent £170 to get a freesat version of the same thing until they get it fixed.

| Tue 30 Sep 2014 8:11:32 #191 |
JamesB

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the freesat box is great, but I am sure I could have got the same for much less money without on demand etc, I had a freeview PVR before and now I have spent £170 to get a freesat version of the same thing until they get it fixed.
If you only bought it 6 days ago, you should be able to take it back to the retailer and get a refund or swap it for a different item.

| Tue 30 Sep 2014 8:35:19 #192 |
JamesB

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I wonder if the factor (or one of the factors) determining whether or not a box suffers from this problem might be whether or not the box is or has ever been paired or has been issued with a Freesat ID.

Does anyone have a paired or previously-paired box which can't access Showcase or On Demand?

| Tue 30 Sep 2014 9:48:53 #193 |
tdodd

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Mine has a Freesat ID and is paired with my phone and tablet, which it has been since day one (14 days ago), and is now working properly.

| Tue 30 Sep 2014 10:10:37 #194 |
JamesB

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tdodd - 3 minutes ago »
Mine has a Freesat ID and is paired with my phone and tablet, which it has been since day one (14 days ago), and is now working properly.

Thanks for that. But since your particular problem seems to be different in some ways (e.g. the fact that it's now working), it's a different kettle of fish.

Does anyone have a box which is or has been paired and can't access Showcase and On Demand?

| Tue 30 Sep 2014 10:26:17 #195 |
evilivor

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JamesB - 1 hour ago »
I wonder if the factor (or one of the factors) determining whether or not a box suffers from this problem might be whether or not the box is or has ever been paired or has been issued with a Freesat ID.
Does anyone have a paired or previously-paired box which can't access Showcase or On Demand?

JamesB - i got my machine yesterday- installed and Showcase and On Demand were both working fine - got Freesat ID and paired with iPhone app - all fine.

Updated software - can't access Showcase though can get BBC and ITV players on 901/2.

| Tue 30 Sep 2014 11:02:05 #196 |
JamesB

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evilivor - thanks for the information. That leaves my theory dead in the water.

| Tue 30 Sep 2014 11:18:19 #197 |
Eric

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Hello Eric,
My latest reply from freesat!
Thank you for your email in regards to the On Demand service.

We apologize for the delay in getting normal service to resume and are working hard on correcting this issue.

In this instance we would advise conducting a factory reset of your Humax box towards the end of the week which may enable your box to resume normal service.

To keep up to date on the developments surrounding this issue please visit our help page.

If you have any other questions or queries then please do not hesitate to get back in touch with us via phone, email or web chat available on http://www.freesat.co.uk/help and we would be happy to assist you further.

| Tue 30 Sep 2014 12:47:24 #198 |
tdodd

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They have issued a statement on the Help page....

http://www.freesat.co.uk/help/got-freesat/fix-a-problem/showcase-on-demand-issues

| Tue 30 Sep 2014 13:11:36 #199 |
Nightowl

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What that statement says to me is that there isn't a software problem but a small number of boxes need to do a factory reset to restore functionality. Ergo I must have a faulty box and should get it replaced repeatedly until I get one that works.

Not saying that's what I'm going to do or that it would do me any good, but if they haven't acknowledged the software is broken how can they fix it?

| Tue 30 Sep 2014 14:31:07 #200 |