Rather than continuous posts in the regular 24/7 threads, I figured this would be an easier alternative. If you have/had problems receiving 24/7 programming or some other trouble, talk about it here. This can also give posters an easier reference in the future.

As of today (Thurs, 9/6), Comcast in Pittbsburgh hasn't uploaded WCCW yet.

Can the "auto/manual refresh" procedure posts be moved here, by chance?

For reference, this is the letter WWE sent out in regards to receiving the BBB complaint:

Dear Mr Name;

Please understand that WWE has absolutely no control over what content reaches your system on a weekly basis.

WWE sends the programming to Comcast and Comcast distributes it to their many systems. The appearance of content on your On Demand menu should be automatic, but sometimes there are glitches with this rather new technology and the individual systems need to be alerted to MANUALLY PUSH the content onto the user interface.

Thanks very much for your patience. Hopefully Comcast will make it a point to pay specific attention to the WWE refresh on your system from now on.

Very truly yours,

Jim Brown
WWE Director of Operations

I did file a complaint on WWE thru the BBB, but the case was dismissed. BUT WWE helped me solve the problem. The Director of Operations told me how the process worked. Once I had proof from WWE as to who was at Fault(COMCAST), I sent Comcast the letter WWE sent me and then they finally understood what the problem was and how to fix it. Basically I ended up filing the Case on Comcast because WWE proved it was their Fault. However, if not for me filing the claim with WWE, I would have no way to prove that, because my cable company was saying it was NOT their fault and to contact WWE.

Here is the letter I sent to COMCAST that finally got them up off their butts and to finally fix the problem:

Hello,

You Guys Dont have a clue! I told you Exactly what the problem was.. The WWE 24/7 on demand menu needs REFRESHED MANUALLY for the week of 8/15. How hard is it to contact a person within COMCAST that knows how to do this? I contacted WWE and they said that COMCAST is responsible for manually refreshing the WWE 24/7 on demand screen when the content does not automatically update like it is supposed to.

Here is a letter from the director of WWE OPERATIONS:

Dear Mr Name;

Please understand that WWE has absolutely no control over what content reaches your system on a weekly basis.

WWE sends the programming to Comcast and Comcast distributes it to their many systems. The appearance of content on your On Demand menu should be automatic, but sometimes there are glitches with this rather new technology and the individual systems need to be alerted to MANUALLY PUSH the content onto the user interface.

Thanks very much for your patience. Hopefully Comcast will make it a point to pay specific attention to the WWE refresh on your system from now on.

Very truly yours,

Jim Brown
WWE Director of Operations

As you can see, WWE states the content MUST BE LOADED MANUALLY BY COMCAST.

I am not getting the content I paid for from Comcast and you guys are making no effort to fix it. You know what the problem is: (My WWE 24/7 On Demand Content DID NOT get loaded for the week of 8/15).

SOLUTION: Someone at Comcast has to know how to do manual refreshes so that the WWE 24/7 content will show on my menu.

I have filed a complaint about this to the Better Business Bureau in East Tennessee. So I suggest you forward this email to your boss and then he forwards to his boss until someone there at comcast has a clue about what to do.

I want this problem resloved ASAP.

Also, Jim Brown, the head off WWE opts said to me that if COMCAST refuses to fix the issue to get the names of the Customer Service Reps and Managers and report them to him.

Thanks,

So, again file the complaint on your Cable Provider. They have glitches in their systems when you dont get your updates and they have to fix them if the BBB gets on them.

something new occured Friday night. I was checking thru the listings on 24/7 on Sat. To my suprise, they had taken off the MNW and the NWA on TBS, and the TNT that had just been posted NEW on Tuesday night...

Lucky for me, I had watched and recorded them on Wed and Thursday...

BUT still it concerns me that they where taken off after only 3 days of being posted..According to Sunflower, they where supposed to be posted until 9/25...

Anyone else ever see this problem?

Very, very rarely have I had that happen. It was happening more frequently in late 2006 / early 2007 when this was still brand new to Cogeco. I will say it did just happen again for the first time in a long time to me though; that 1st update of the month that Cogeco took so long to get here seemed to erase the MNW episode when it finally showed up. It had almost been there for 2 weeks by that point and I had already watched it so it was no big loss, but still...

This isn't really a problem with 24/7 but a problem with VOD itself. Maybe somebody here knows whats wrong. Heres a letter i just wrote to my cable company:


My name is Matt Jacobs, and i wrote to you guys on the 29th of August about a problem with my VOD. I explained that the new content that was added would not play, but the old stuff would. I was on the phone with a representative and we tried unplugging it and plugging back in, and loosening the cable wire and tightening it back up, nothing worked. So he told me it might be the box and to get a new one, so on Aug. 30 i got a new box from the cablesystem, hooked it up, and my VOD was working perfectly fine for about 2 weeks. Then last night, i was going to watch the new content that had been added for WWE 24/7 VOD. I clicked on a show to watch, and just like my old cable box , this is what popped up: Were Sorry, We can not process your order at this time. Please try again momentarily. (SRM-20) It happens with not just WWE 24/7 but with all the VOD stuff that got added in the last few days. This is what happened with my old cable box and my new one was working perfectly fine since i got it 2 weeks ago. Might there be something wrong with a cable wire or something, or is it just a strange coincidence that it says the exact same thing again? I don't know if somebody needs to come out and look and make sure everything is running properly or what, but its been a little frustrating. But you guys responded to my emails quick so i hope we can get this manner solved ASAP. I'm hoping we can get this problem fixed as soon as possible.

My common solution to a digital cable box issue is to reboot the system, simply by holding down the power button. It's worth a shot.

I still don't have last week's ECW show but the 4 items that were supposed to show up this week (assuming my memory is correct and it was only 4 shows in TV Classics) showed up just after midnight. Cogeco seems on the ball this week.

Juct checked it again for the hell of it, and now its working. Go figure.

It's now been a month since I've filed a complaint to the BBB, is it supposed to take this long or my complaint has been put on thr shelf along with others ?

I e-mailed WWE this morning to say Primetime Wrestling wasn't there. I got home and went to watch the ECW show to find out I'm not missing PTW at all (but am missing the Primetime show) due to messed up upload.

My most recent e-mail to the 24/7 Department which I expect to resolve nothing, but I made it a bit more thorough than usual:

"This is hardly a new issue (been going on for months), but once again Cogeco Cable in Windsor, Ontario, Canada is not putting up (possibly not receiving?) the 2007 PPV events in the Big Ones section. They had been showing them fine up until Royal Rumble 2007, so I do not know what the problem here is.

On another note, since I sent an e-mail here and to Cogeco in reference to a complaint I saw someone file against 24/7 to the Better Business Bureau where the response from the 24/7 programming director was that the cable companies need to manually load the content in these cases, I have had very little content problems (everything shows up at 12:00 am instead of slowly filtering in over 48 hours). The only issues have been the above mentioned recent PPVs missing, never getting the Pick Your Big One, and recently not getting the ECW shows (I didn't get the episode 3 weeks ago at all, last week's episode plays Prime Time Wrestling instead). I am happy to see things going smoother, but I would be even happier if Cogeco would start showing the recent PPVs and PYBOs.

Hopefully this issue between 24/7 and my cable company can be resolved. I appreciate any steps taken to resolve this issue.

Thanks in advance,
Stephen Gray"

WWE finally sent me a reply to my BBB complaint from last month. Seems like us poor Cogeco (Canadians ?) subscribers are out of luck due to unnamed restrictions.






Well that sucks. I guess as long as I still have the MNW on time, I have a reason to keep the channel. Was One Night Only '97 from last month the full show or the video version that was edited ?

King's blog review indicates the full version was aired.

Last year when the 2006 PPVs were airing on par with Koch's DVD releases of them, I had this suspicion that the reason Cogeoc didn't have them was licencing issues. Then they started suddenly showing up starting with SummerSlam 2006 and then stopped after Royal Rumble 2007. Strange.

No reason the PYBO's should be restricted though. Hopefully that gets turned around.

As I said in my above letter, things have been going great lately other than the strangeness of missing / mis-titled ECW shows, PPVs, and PYBOs.

In my BBB reply, it sounds like Mr. Brown might be a bit tired of the BBB inquiries, heh.



My response does not mention the Canadian restrictions on the recent PPVs, but I guess when I made the complaint I only mentioned how frustrated I was with waiting TWO DAYS for general content updates (which has since been fixed).

Yeah, the show was unedited.

My cable company has a problem with updating 24/7 too fast, not that I'm complaining, of course. As for problems, their One Night Only listing had the show as being one minute long.

I guess I started a trend with the BBB complaints, HOWEVER, the complaints need to be redirected to the cable companies and NOT WWE.

So, file the claim at the BBB on your local cable company, NOT WWE..

My cable company is still having problems and they admit to them. The BBB has lowered their rating, but what good will that do? Most cable companies could really care less that they provide what we are paying for. After all, what other option do we have?? I wish Direct TV or Dish Network would be able to provide WWE24/7 On demand. If they did, I sure wouldn't have Cable.

I think 10 Pounds and I both filed our claim with BBB BEFORE you received a letter back saying it was the cable company's fault.

With 10 Pounds being told that the recent PPVs are not allowed to air here, that solves almost all of my problems with Cogeco; as I've said, they've been really good lately (except this ECW screw-up).

Cool...

This past week, my updates didnt load and I had to email Comcast about it. After 5 emails, they said they couldnt fix it. I of course knew that was incorrect and sent another email demanding it be sent to a manager and told them that they had fixed the problem 4 times before and ask them what was so different about this time. The very next day, they had my content loaded.

What is really upsetting is that regular Cable support people do not know what the hell you are talking about when you tell them your WWE 24/7 menu needs refreshed. Comcast has NOT trained them in this area. I have stressed to them that their support people need to be trained in this, but so far, they are not following my advice. This makes it hard on the customers, because we do not get our content and then have to fight with support to try and explain to them its Comcasts fault and they need to fix it.

Its a battle I'm about sick of fighting..

I often wonder if, with wrestling's current popularity state, I'm the one of the only people in my city subscribing to this. Maybe no one else noticed problems before?

LOL, i would be willing to bet I am the only one getting it in my town. Notice I say TOWN instead of City..LOL...I am from a very small community, however, my cable provider services a VERY large area and many highly popluated cities....

I am willing to bet I'm the only one that is addicted to wrestling in the whole area..LOL...WWE 24/7 is the only reason I have cable. Wrestling is what I watch the majority of, so naturally, im watching every move 24/7 makes..

BUT 1 person or not, if they are not providing the content, then they need to be told about it...

Maybe one day Direct TV or Dish Network will start having 24/7, and when that day comes, its bye bye COMCAST..

If the technology to support OnDemand programming on satellites existed, that would probably be a huge deal for 24/7.

I went to watch TNT... it's actually Badd Blood Part 1. What the hell, Cogeco?

I have no Great American Bash 2007.

for some reason it was only up for 3 days last week lol

Zero Shorties. Informed WWE (who is supposed to tell Cogeco, I guess) but it's still blank this morning. I'll e-mail Cogeco.

I have gotten no content for the past 2 weeks, and COMCAST has made no effort to fix it. They basically told me to F*** off and they said the BBB would do nothing to them for not loading it..

So what can I do now?

Contact the BBB anyway. That's very poor treatment, though it sounds like you're exaggerating / generalizing their response (I hope you are, anyway).

well for the first time in some time I didnt get my updates, I know there was supposed to be a new MNW and TNT, hopefully it'll get resolved or I'll be callin Insight

You know it's only 6am. Give them a break for a day.

Well, the didnt tell my to F Off, Basically they told me they couldnt fix the problem. No explaination as to why..

I finally typed up a 2 page complaint and sent it to the director of Operations at Comcast. I also contacted WWE 24/7 On Demand Programming Dept. and ask them to contact Comcast to see if they could get the content loaded. I also sent the complaint to the BBB.

Guess what happened this morning? I got my updates. Its a real shame that I basically have to contact the world to get the programming I am due.

Comcast's customer service is VERY POOR in this area. Nobody there knows what you are talking about or what to do. Heck, this last Support guy told me to send in my 2 cable boxes for replacement and that when I get new ones the problem will be fixed...LOL what a joke...

Here is the Complaint letter I wrote to their director of Opts and my local Comcast office:

Hello,

First off, this is not a support question. This is a
customer Complaint!

I have continued to be frustrated by your POOR
customer service in regards to my WWE 24/7 service.
Six times in past 3 months the content that was due to
be posted was not posted on time. During that time, it
took MANY emails and frustration to get the content I
was due loaded.

This week however, the content for 10/10/2007 was NOT
LOADED at all. I emailed support the day it happened
10/10/07 and sent at least 9 other emails to try and
get the problem fixed.(I never did get my content,
which shows COMCAST POOR customer service. I was also
told in each email reply that it would be addressed,
but the proof is in the pudding, I never saw it fixed
on my On-Demand Screen!)

If you can not offer the service the way it was meant
to be offered to the customer, then don’t offer the
service at all. In case you didnt know, the way the
service should be offered it to provide the customer
with ALL the WWE 24/7 programming on time each and
every week!!

I emailed WWE directly and spoke directly to the
Director of Operations. Mr Jim Brown. Here is his
reponse about the issue I am having and continue to
have:

Dear Mr. Kile ~
I will contact Comcast and let them know that there is
another refresh issue this week.

Please understand that WWE has absolutely no control
over what content reaches your system on a weekly
basis.

WWE sends the programming to Comcast and Comcast
distributes it to their many systems.

The appearance of content on your On Demand menu
should be automatic, but sometimes there are glitches
with this rather new technology and the individual
systems need to be alerted to manually push the
content onto the user interface.

The customer service representatives you spoke with at
Comcast seem to be mis-informed about the nature of
this kind of problem, and I will reach out to Comcast
corporate to see if they can create some
awareness/education regarding these issues. If you
encounter this same issue again, I suggest you get the
name of the CSR you are dealing with and pass it on.

Thanks very much for your patience.

Hopefully Comcast will make it a point to pay specific
attention to the WWE refresh on your system from now
on.

Very truly yours,
Jim Brown

However, COMCAST has not paid more attention. If
anything, its less attention. The only reason I even
have COMCAST cable is because of the WWE 24/7 service.
It is the PRIMARY channel I watch. I watch every
program on it every week. Therefore if the content is
not loaded, I do not feel like I should be paying for
cable. I do want a full refund of this months bill due
to the fact that I did not get the content I am paying
for.

Since this problem has occurred 6 times in 3 months,
its likely that you don’t want to fix it or you don’t
care if it works or not.

I have filed a complaint about this to the TN Better
Business Bureau. I am sure they will be very
interested about how you offer a service and then do
not provide it to the customer. Also, the fact that
you have refused to fix this issue is another poor
customer service issue they will be interested in.

Just thought you guys might want to know the outcome of my BBB claim against COMCAST!

I received a response from the BBB saying that COMCAST had responded to my claim. I logged into the BBB site and went to my claim.

COMCAST ADMITTED to the problem!!!!!! WHOAAA NEWS THERE!!! Eveytime I called their support, they denied the problem was theirs.

Anyways, the said the problem had been fixed and that they where refunding me 1 months cable bill..!! (Around $96.00!).

So, I agreed that the claim could now be closed, BUT I would be back if the my content was not posted on time each and EVERY week for WWE 24/7!!!

Good deal there, flairfan.

ok its been five days since the new update took effect and still no Survior Series 1990 Part 2, and thanks to cabbageboy I am also missing World Class, anyway I called Insight a couple days after I did not see any Survivor Series 1990 Part 2 and they said "WWE has not sent it to them" ok I could buy that but me and cabbageboy both have Insight even though we live in different states and he has all his stuff, if they try to feed me a hunk of crap when I call I'll threaten the BBB on them

No updates today which is weird because it always had the full update (well....full as I can have...) at midnight sharp. What I have looks like this :

TV : NWA, ECW and WCCW
PPV : Survivor Series '90 I-II
Legends : Piper + 3 matches
Shorties : All of them


I know should have had MNW but what else I'm missing ?

a MSG show from 1990, TNT show, The Most Powerful Families, Viva Las Divas

Huh, I got all my stuff on Cogeco 10 Pounds. Then again, I was out of town and just checked late last night, so your problem may have solved itself already.

On that note, with the exception of the Families special, all of my updates for this week are uniformly listed as "18 minutes". That means a lot of the program randomly stopping and me having to accept that my "rental expired" and then hitting play so it starts where it left off. This happened once before when a 3 hour MNW was listed as "7 minutes".

Ok, so I overlooked the fact that last week's updates were almost non-existent. I checked just now and see that I have ONE item to choose from (TNT). What the hell?

I've sent a complaint to Cogeco, they haven't sent me a reply yet. So far, only the Famous Families program was added since Wednesday. The only weird thing that happened recently was during the last update, where all the shows were before named "XXX MM/DD/YY" they were now "XXX MM-DD-YY"....not that changing "/" for "-" matters anyway.

Well I hope your issues are resolved. Did you let WWE.com know too?

I also noticed that the updates went back to hyphens (that's what they used to be when I subscribed last year). A bit odd but shouldn't matter technically.

Got everything but Primetime last night, and before midnight too. I anticipated a problem with Primetime since they have TNT listed as being on the channel for 2 weeks (and of course it's still there right now). When I saw ECW listed as 90 minutes, I thought maybe they messed up and the ECW show was really PTW (this is what happened the last time I was missing it), but no, it's really ECW.

Got everything this week....I think. I've got two 90 min. ECW shows, the other one is in the legends section. Didn't see if it truly was an ECW show however. Still don't have the MNW which seriously blows since it's my main reason for getting the channel in the first place. I hope I didn't missed anything important.

I've sent another complaint to Cogeco since I didn't received any reply to my first one. Guaranteed reply within two opening days my ass.

Anyone else not get the Monday Night War this week, supposed to be from 4/28/97?

I have Comcast and am in South Jersey. I haven't had any problems in a long time, but I still have yet to get it. And I really, really want to watch it.

There has been problems with my whole On Demand in general the last few days. Comcast has no idea what the error message I get means. I can no tget anything on demand. I play each event and it looks like it is about to start but the screen stays black and nothing happens. Its BS. I do not need this now with new matches everyday.

Have you tried rebooting your box? I get errors from time to time. Hold down the power button until it boots, and wait a few seconds. See if it works then.

Well, I got my updates. Yay

Believe me, I've tried that a countless number of times. A technician came over and changed boxes and the problem still persisted so its not the box. It could be one of the wires which we did not check. Another technician is coming tomorrow. This needs to get fixed ASAP

Not that I'm dying to re-watch it or anything (though I didn't see all of it last year), but there seems to be some issue with me getting the 2006 Troops show. This is the letter I sent to WWE.com.



Zio tells me they actually sent him a personalized response about his MNW issue so if that's happening, I figured this would be a good chance to ask what the issue with PYBOs in Canada is.

24/7 has been taking programs down and not putting new ones on, at my place. Uh-oh.