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Topic: EPG Down?

  1. #31
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    Quote Originally Posted by bluevoice View Post
    No, this is not possible and very frustrating. Philips should separate the recording function from the IP EPG and make them work independently.

    I kindly request this *feature*, again!
    Completly agree bluevoice. Separate this feature is a must if Philips really takes care about his customers.

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    Same failure from Spain. Tons of time spent testing router, line and so but finally the problem was ... Philips IP-EPG!!!. Not only cannot program new records but also can't watch the previously recorded!!!. Uncomprensible.

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    Just had a good chat with Philips support. Apart from not being able to recognise the general IPEPG issue she informed me of the following.

    1/. there are no plans aiming at seperating IPEPG and access to recorded material
    2/. 42PFL7606T and similar there are no plans for HBO or Netflix support

    Good luck and good r.....

  4. #34
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    Talked to Philips support through Chatt. Here is the converstation:
    Sorry for my bad English



    Rolfsson75: Hello Philips. Have for a long time had major problems with a slow EPG. last two weeks it does not appear at all?

    Philips: Sad that you have problems with apps. is it from the channel provider or internet?

    Rolfsson75: it is the IP epg. dvb-c the one you must have to be able to record. read in the forum that I am not alone with this problem right now?

    Philips: Does smart-tv works?

    Rolfsson75: yes

    Philips: Okay, so then it's not something wrong with the connection. Then I recommend that you reboot the router, update software and reinstall the TV.

    Rolfsson75: all that I have done. installed the latest software yesterday. Version: 000096000000

    Philips: Did you do it via usb stick or Internet?

    Rolfsson75: USB

    Philips: it sounds good, you have re-installed the tv afterwards?

    Rolfsson75: yes

    Rolfsson75: on your forum there is many users with the same problem. Have not you heard, if you are doing an update or any known problems? (i sent the link)

    Philips: It is not something that is reported wrong but it seems like there is some problem with it. I must escalate this and get back to you with answers.

    Rolfsson75: Great, do that,

    Philips: But I need some more infomation from your TV

    Philips: for example serial number

    Rolfsson75: sent her the serial and model number

    philips: If you press 123654 on your remote, you should get information about your TV.

    Rolfsson75: are not home near my tv right now. what more info do you need?

    Philips: ethernet mac adress.

    Rolfsson75: impossible right now

    Philips: then you have to come back to us when sitting near your tv

    Philips: will send you an email, with a refnr that you can use.

    Rolfsson75: getting nowhere! think it STRANGE that you do not know that you have a problem right now. This morning when I go into the program guide, it says the following: the EPG is due to an upgrade temporally unavailable!

    Rolfsson75: You have not heard anything about these problems??

    Philips: unfortunately there is nothing that we have answers to so I have escalate this to try to find a solution.

    Philips: I will also send out a short customer survey where you have the opportunity to rate (on a scale of 0-10) middle Treatment and help you have received from us here at Philips. I would be happy if you had wanted to answer it.
    customer survey

    Philips: Bye
    ..................................

    That they really do not know their own problems're scary!

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    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    We have been working hard to tackle this problem. Additional measurement tools have been implemented to pinpoint to the cause of the problems in these very complex IT systems.
    IP-EPG is currently functional but further corrective actions need to be performed.
    During these corrective actions consumers will see a maintenance message when accessing IP-EPG.
    Consumers that are using the program guide via the cable (DVB-EPG) are not affected.
    We apologize for this inconveniency.

    Regards
    Thomas

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    Just had a similar experience as Rollfson in Sweeden.. :-S
    Last edited by abaekgaard; 01-04-2013 at 12:10 PM.

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    @Thomas/Philips...
    Can we agree then, that sw upgrades etc. are useless..in this case

    PLUS if you know you have problems then why don't you communicate them internally so your colleauges could be stoppe from giving useless 'help' to your CUSTOMERS .....
    Last edited by abaekgaard; 01-04-2013 at 12:12 PM.

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  12. #38
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    Quote Originally Posted by Philips - Thomas View Post
    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    We have been working hard to tackle this problem. Additional measurement tools have been implemented to pinpoint to the cause of the problems in these very complex IT systems.
    IP-EPG is currently functional but further corrective actions need to be performed.
    During these corrective actions consumers will see a maintenance message when accessing IP-EPG.
    Consumers that are using the program guide via the cable (DVB-EPG) are not affected.
    We apologize for this inconveniency.

    Regards
    Thomas
    Please note that YOU sell these TVs (IE: you know perfectly how many) and should be informed that people who buy them will try to use what they have paid for.... So please switch to stable servers.....

    IP-EPG is down most of the time and this doesn't allow us even to watch the recorded programs.

    This could lead consumers (and consumers associations) to think that these products are non compliant to the specs you advertise....

    Please adopt a more serious way to solve this incredible problem.

    Best regards

    Paolo

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    Angry

    Quote Originally Posted by Philips - Thomas View Post
    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    Great job - every holidays the same problem and noone can fix this. I tried for a year, had several problems with EPG each week and now I'll return the TV to my local dealer. Shall he argue with Philips or whomever...

    Holger

  14. #40
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    Quote Originally Posted by Philips - Thomas View Post
    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    We have been working hard to tackle this problem. Additional measurement tools have been implemented to pinpoint to the cause of the problems in these very complex IT systems.
    IP-EPG is currently functional but further corrective actions need to be performed.
    During these corrective actions consumers will see a maintenance message when accessing IP-EPG.
    Consumers that are using the program guide via the cable (DVB-EPG) are not affected.
    We apologize for this inconveniency.

    Regards
    Thomas
    Hello, Thomas, thank you for your involvement. I can understand that systems have problems but this should not prevent access to previously recorded content, it makes no sense and is difficult to justify.

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  16. #41
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    Quote Originally Posted by kmkota View Post
    Again EPG down this evening. Smart TV ok, internet connection ok.
    Quote Originally Posted by Philips - Thomas View Post
    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    We have been working hard to tackle this problem. Additional measurement tools have been implemented to pinpoint to the cause of the problems in these very complex IT systems.
    IP-EPG is currently functional but further corrective actions need to be performed.
    During these corrective actions consumers will see a maintenance message when accessing IP-EPG.
    Consumers that are using the program guide via the cable (DVB-EPG) are not affected.
    We apologize for this inconveniency.

    Regards
    Thomas
    Thomas,

    Thanks for (finally) a Philips statement, but I am completely puzzled, why your tech support staff has the order to neglect this fact. Just you know: my retailer sends me a Philips Service tech next week to repair a tv that is not broke! They say that this is the only way to get Philips moving! So it costs your company quite some money, and it will not help - we all know - because the TV is not defect. And it frustrates your customers!

    Frank

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    Back home after work! Still the same problem with EPG and to record!!!! Just loading! Black screen! Worked for 4 minuters!!! This is very frustrating!!!
    Time to solve this problem???

    Ref nummer to the Philips support in Sweden 50-1187292365
    Last edited by rolfsson75; 01-04-2013 at 04:54 PM.

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    Hi Thomas can you give us an estimate of when this 'upgrade' will be completed as I would like to know when I can use the epg and recording function again

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    Quote Originally Posted by Philips - Thomas View Post
    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    We have been working hard to tackle this problem. Additional measurement tools have been implemented to pinpoint to the cause of the problems in these very complex IT systems.
    IP-EPG is currently functional but further corrective actions need to be performed.
    During these corrective actions consumers will see a maintenance message when accessing IP-EPG.
    Consumers that are using the program guide via the cable (DVB-EPG) are not affected.
    We apologize for this inconveniency.

    Regards
    Thomas
    Hi Thomas can you give us an estimate of when this 'upgrade' will be completed as I would like to know when I can use the epg and recording function again?

    apologies for posting the same message twice, I wanted to be clear who I was addressing my question to

  20. #45
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    Quote Originally Posted by Philips - Thomas View Post
    Hi @ all

    Please be informed;
    The performance of the Program Guide for TV (IP-EPG) is hampering during high use periods.
    In the evening consumers can experience that the IP-EPG is not working.
    We have been working hard to tackle this problem. Additional measurement tools have been implemented to pinpoint to the cause of the problems in these very complex IT systems.
    IP-EPG is currently functional but further corrective actions need to be performed.
    During these corrective actions consumers will see a maintenance message when accessing IP-EPG.
    Consumers that are using the program guide via the cable (DVB-EPG) are not affected.
    We apologize for this inconveniency.

    Regards
    Thomas
    Hi Thomas can you give us an estimate of when this 'upgrade' will be completed as I would like to know when I can use the epg and recording function again?

    apologies for posting the same message twice, I wanted to be clear who I was addressing my question to

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