Live TV EPG - The update you’ve been waiting for

[rossinior]

@cire12

Current & Future Trouble Tickets

Managing resources to address outstanding trouble tickets will be receiving some additional resources soon. While we expect the two initiatives mentioned above will make a positive impact for many users, it will not solve everything and these cases will have to be shepherded through the resolution process with our EPG partner. Additionally we’re making some modifications to our internal tools to provide better visibility and organization to help facilitate this. Continue to use the Google Form to submit issues, and as always provide as much information as possible. It’s also important to be cognizant of items that are actionable given the providers sometimes long lead time to resolution of up to 14 days. Things like:

One Time Events
A Christmas special might be scheduled to air the day after tomorrow but it’s not being reflected in the guide. If not already flagged by the provider it’s unlikely to be resolved and published in time. Alternatively, a time slot that consistently displays the incorrect program week over week (e.g. Seinfeld instead of Family Guy) should be reported.

“New” or “Premier” tags
Similar to the reasoning above, guide data providers don’t always nail this one 100% and there is a high likelihood that the episode airs before the issue is resolved. However, if the problem is persistent or pervasive (i.e. “New” tags aren’t being displaying on ANY programming) then submit a ticket.

Series Sequencing
Probably the number one issue submitted revolves around user complaints with how a guide data provider has chosen to sequence a series. Anyone that’s been in the personal media game for long enough knows that S/E variations between TVDB, TMDB, IMDB, TiVo, Gracenote, and even Wikipedia can quickly turn into a religious debate. Sorry, Gracenote isn’t going to change their mind on how they’ve decided to sequence the Downton Abbey Christmas specials.

Dear @cire12
thank you for the detailed and profound response.
It’s good to have you back in the driver’s seat.

Regarding trouble ticketing - may I invite you to read the following:
I took some time to present some thoughts which would make troubleshooting easier for the user (only one part of the post). You might find an idea or two from that list interesting, I hope…

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