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Nigel Barker · Guest

On Thu, 3 Nov 2005 08:04:03 -0800, "Martin Kirk"
<MartinKirk@discussions.microsoft.com> wrote:

This is the Headend name

Chris Hill [MSFT] · Guest

Thats 63 reports from the whole world.

Yes, the report does need to come from the MCE system itself.

Chris Hill
Windows Media

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Chris Hill [MSFT] · Guest

Hi Dave,

The main reason is that until very recenty each country had a Program
Manager who requested changes. This past week we had a new person start
that is 100% dedicated to the EPG which is helping get these issues
resolved faster.

Chris Hill
Windows Media

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CJSnet · Guest

Chris this is a total cop-out and you know it. Sounds like you're quite
happy only having to do 6% of the work and ignoring 94% or errors because
there's 'not enough info', otherwise you'd make the web form foolproof, or
at least send an auto-e-mail telling people you need more info.

I find this disgusting, knowing how many errors I've sent, to realise even
though I gave all the info that would let you trace the fault, you may not
have even bothered with it and filed it in the trash because it wasn't the
specific info you desired.

How many users at home do you really expect to know what the hell a Headend
ID is?

It is simple, for example with a recent issue, here is all the info you
need:

ITV4 AND SKY HAVE LAUNCHED 2 NEW CHANNELS IN THE UK BUT THEY DON'T APPEAR ON
THE EPG FOR TELEWEST LONDON

If BDS really don't know what that means, then you all deserve for Media
Center to completely fail as a system, and at this rate it will.

WAKE UP FOR GOODNESS SAKE GUYS!!!!!!!!!!!!!!

I am e-mailing BDS direct with this error, as they have no problem speaking
English instead of headend flipping codes. They will fix the problem in a
timely fashion.

I suggest we all bypass Chris Hill and the online EPG report form, as it's
clearly totally pointless as they willingly ignore 94% of our good efforts.

Totally pathetic, sorry, you've really angered me now.
--
CJSnet

(Remove TEETH to reply by e-mail.)

""Chris Hill [MSFT]"" <a-chill@microsoft.com> wrote in message
news:uCK2jz%233FHA.2904@TK2MSFTNGXA01.phx.gbl...

Robert Schlabbach · Guest

"CJSnet" <usenet@TEETHthe-simpson.tv> wrote in message
news:ubeGn7Y4FHA.4076@TK2MSFTNGP15.phx.gbl...

Chris Hill [MSFT] · Guest

Hi Tim,

These are all good questions and I've answered most of them in previous
posts (that may have been archived as it was over a year ago for some).
I'll try responding to each one you bring up.

Chris Hill [MSFT] · Guest

Hi CJ,

Its not a cop-out but a statement of facts. I don't like having 94% of the
issue reports missing data. I really wish that I had the information need
to contact each one of you to get the missing information. However if that
information was collected there would be others who would get even angrier
and claim that Microsoft was tracking its customers (In all honesty every
single one of us has seen or heard of news reprots similar to this).
Please read the Privacy Policy for Microsoft and know that there are
restrictions on the information that we can collect and keep. I see the
94% of the issues and in some cases I can figure it out, but the #1 thing
you can do to increase the rate of solid information is to submit the issue
reports from the MCE system itself. In looking at the 94% that simple
thing would reduce that down below 50%. I would LOVE to have >50% of the
issues reported be filed as a bug.

Using your example what is the headend ID for TeleWest London? How about
all the other headends used throught England and Ireland that need these
channels added? That is how this information is generated by the
broadcasters themselves, not by the provider name. I can find out the
Headend ID for TeleWest but it takes me almost 15 minutes to dig through
the different databases that we receive to locate it. It takes BDS even
longer as they have to dig through an even larger database covering all of
europe and countries like Russia. I have posted the number of headends
that BDS deals with previously and now that several new countries have been
added it has more than doubled. By using the tool on the MCE system itself
we capture that information and I have it. This means that instead of
spending 15 minutes to research and file one issue, I can file 3 issues.
That is why its critical to use the form from the MCE system itself and why
I ask for it or the postal code and provider name when you put issues here.

If you e-mail issues directly to BDS it generally will end up adding around
4 days to the solution as the e-mail is sent to me and I have to send it to
a tester to get the required information such as Headend & Broadcaster ID
that is used by the databases. This information is collected by the tool
when you use a MCE system to file the bug and shortens the time I need to
get the bug fixed.

I have never claimed that the tool is perfect, in fact I'm probably the
most vocal about the issues it has. When I first saw it my initial
reaction was "Good first step, when will the rest of it show up?". This is
one of the many things that I work on when I'm not researching the missing
information in issue reports. Out of the work week, I spend 30 hours with
the EPG and almost 1/2 of it is researching the missing data for the issues
that have fallen into the 94% group.

CJ if you would like to go into deep details about the issues you are angry
about let me know. I would be more than happy to contact you off-line and
discuss them. I can almost promise that the issues you are getting angry
about are the exact same ones that I have. If nothing else it woud give
you a person, not a blank sheet of digital paper to vent the frustrations
with.

Thanks!
Chris Hill
Windows Media

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Chris Hill [MSFT] · Guest

Hi Martin,

The general issue is that the EPG is a "new" concept to many people. In
the software industry when you approve something and its released to the
public you go to the next project. That is not reality with the EPG. Once
its available to the public you need to spend even more time working with
it to keep everything up to date. This is more of an educational process
that is taking place. If the contact information were provided, this would
end up reverting to the way it was previously where there wasn't anybody
here that could suggest the needed changes. Is that something you really
want?

Chris Hill
Windows Media

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Chris Hill [MSFT] · Guest

Thank you for the information. Since there are several digital Sat feeds
can you tell me which of the following you are refering to?

Digital Satellite - unmapped line-up for the UK
ASTRA 28.2 East (Sky Digital) Free Services Lineup
ASTRA 19.2 East Free Services Lineup
Sky Digital BBC Scot/ITV Grampian

Once I have that I can file a bug and get the resolution process started.
Chris Hill
Windows Media

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Chris Hill [MSFT] · Guest

Thank you Robert.

Chris Hill
Windows Media

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Chris Hill [MSFT] · Guest

Hi Dave,

Yes the 94% failure rate was something that I have pointed out repeatedly
in my efforts to get a new tool created. Until I actually started tracking
the numbers (one of the reasons I was brought in), it wasn't actually a
known factor so assumptions were made. Remember that while Microsoft is a
large company, people work here and in some cases don't have all the
information needed. Thats my job, provide the numbers to support the my
suggested changes.

If I could have my dream tool it would start with a MCE interface that Only
required you to specify what actually happened and what you expected to
happen and then it would gather everything up and send it directly to the
partners. Reality says that will not happen anytime soon so I am driving
small steps that are easier to deal with. One day you will look up and
realise that the tool was created along the way. Dream? You bet but there
is hope.

Chris Hill
Windows Media

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Tiny Tim · Guest

Chris,

Thanks for getting back to each of us. One further point about the
reporting tool - I'm using Sky Digital Satellite and when trying to
complete a report I am asked to select a TV region. Well first of all,
my exact combination of BBC London, ITV London is not offered, so I
can't choose it. Secondly, this data is defined in the system - the
system tells me that that is my region. Why is that data capture not
automated by the tool?

Cheers,
Tim.

On Sat, 05 Nov 2005 02:42:01 GMT, a-chill@microsoft.com ("Chris Hill
[MSFT]") wrote:

David Lowndes · Guest

Chris,

Thanks for the follow up, but can you answer this...

Why, after several days is there still no data available for the newly
released ITV4 channel (FreeView #30), and Sky3 is still showing the
programming for Sky Travel?

Are you aware of this issue?

Dave
--
MVP VC++ FAQ: http://www.mvps.org/vcfaq

David Lowndes · Guest

Tiny Tim · Guest

On Sat, 5 Nov 2005 13:17:38 +0100, "Robert Schlabbach"
<robert_s@gmx.net> wrote:

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