MONDAY 21ST OCT – IPTV SERVICE UPDATE
WE ARE BEGINNING TO FEEL LIKE A STUCK RECORD AND FOR THAT WE SINCERELY APOLOGISE.
WE CAN CONFIRM THAT WE HAVE MADE SIGNIFICANT PROGRESS WITH GETTING THE SYSTEM BACK TO NORMAL AND WE ACTUALLY CONDUCTED A SUCCESSFUL TRIAL IN THE APP LAST NIGHT, WITH THE VIEW TO GO LIVE TODAY. HOWEVER, FOR SOME REASON OUR IPTV CONTROL PANEL IS NOW SHOWING OUR SERVERS TO BE OFFLINE WHEN THIS IS NOT THE CASE. WE HAVE CONTACTED THE SOFTWARE PROVIDER VIA THEIR FORUM AND IT SEEMS THAT THIS IS A BUG WHICH IS AFFECTING OTHERS TOO. FOR THIS REASON WE HAVE NOT BEEN ABLE TO LAUNCH THE LIVE SERVICE TODAY AS WE PLANNED. THE SOFTWARE DEVELOPERS ARE WORKING ON THIS MATTER RIGHT NOW AND WE DO NOT ANTICIPATE ANY MAJOR DELAYS – HOURS RATHER THAN DAYS WOULD BE OUR GUESS.
GIVEN THAT WE HAVE MADE NUMEROUS PROMISES AND FAILED TO HONOUR THEM, PLEASE CAN WE TAKE THIS OPPORTUNITY TO SINCERELY APOLOGISE AND REITERATED OUR COMMITMENT TO GETTING THE SERVICE BACK ONLINE AS SOON AS POSSIBLE. WE HAVE ABSOLUTELY NO INTENTION OF JUST WALKING AWAY FROM WHAT WAS A VERY GOOD SERVICE PRIOR TO THE GLOBAL MATTERS WHICH AFFECTED OUR BUSINESS. IT HAS ALSO 100% NOT BEEN OUR INTENTION TO PROMISE THE RETURN OF A SERVICE, THEN FAIL TO HONOUR THESE PROMISES. WE HAVE SIMPLY FELT OBLIGED TO TELL YOU WHAT IS GOING ON REGULARLY, BUT THIS IN TURN MAKES US LOOK INSINCERE WHEN THINGS GO WRONG WHICH WERE NOT ANTICIPATED. WE HAVE ONLY SHARED TIMELINES WHICH WE HAVE BEEN PROVIDED WITH OURSELVES AND WHILST IT IS VERY FRUSTRATING FOR US, WE KNOW THAT COMMUNICATING WITH OUR CUSTOMERS DURING THIS TIME IS VERY IMPORTANT AND WE WILL CONTINUE TO DO SO, EVEN IF IT MAKES US LOOK BAD WHEN THINGS DO NOT HAPPEN AS PLANNED.
THANK YOU ONCE AGAIN FOR YOUR CONTINUED PATIENCE AND SUPPORT.
Wednesday 16th October – Further IPTV Service Update
We wanted to update you with what has been happening behind the scenes……
Over the last week we have tried to migrate to two new IPTV control systems and on both occasions there were data corruption or compatibility issues with either our app or our server operating system. This has left us having to start again with either new IPTV software providers or new servers and app configuration changes. We are now assessing the best course of action.
The positive part of the situation is that there is now a growing number of IPTV software providers who have advanced their software to meet the needs of IPTV providers such as ourselves. One of these is open source and can be adapted by any developer to suit individual needs. This seems to be our front-runner option now, as it can be tailoured to suit our servers and our app. Today we have meeting with a developer who assures us that he can adapt the code to suit our needs.
Outside of the above, we have also spoken with an IPTV provider that was not using the IPTV control software which was shut down a month ago. They used their own bespoke, one of a kind system, and they now plan to take advantage of the current situation by starting to sell their software to IPTV providers who are in the same situation as ourselves. Once we agree on a price, this will be another option for us and we have growing confidence that our issues are close to being resolved.
On a final note…….
We have had lots of contact with our customers recently regarding the current IPTV issues. In most cases, communications have been very positive and customers have taken satisfaction from the fact we are continually communicating with them. However, some have felt aggrieved to have lost their TV service. To these people we would like to reiterate our continued commitment to getting the IPTV service back online. This current situation has resulted in a huge loss to us financially, both from the point of view of lost revenue and also the ongoing costs to get the service back. We are not asking for sympathy, but we would ask that customers believe us when we say that we are doing everything within our power to get the IPTV service back online. Our resolve will not wain and we promise you that the service will return and all customers will be compensated appropriately.
Previous Update – See Below:
IPTV Service Issues
We are obviously aware that there is growing frustration amongst our customer and we created this page to provide you with as much information as possible, so you can begin to feel a little more comfortable about the situation.
Firstly, let us take this opportunity to apologise for the continued problems, we appreciate how frustrating you all will be right now. Please be assured that we share your frustrations.
So, what caused the problem in the first place?
We and pretty much every other IPTV provider in the world used the same piece of software to control our IPTV systems. The company that provided this software shut down and in an instant we lost the ability to manage our services.
What did we do next?
With no ability to control our IPTV system, we went out market to find alternative software that would control our system and we took the opportunity to change to new servers too. What we and every other IPTV provider found out though, is that the capabilities of nearly all alternative software was poor. We eventually found a software provider whose software will be perfect for our needs and we have paid for it, but sadly they are having issues with bugs in the software which have only become apparent with the volume of other IPTV providers who signed up for their software. The company is now working around the clock to fix those bugs, after which we will move to their software. The migration to this software will take hours though, so it will have very little impact on service.
What have we done in the meantime?
We recognised that having no service at all for a number of weeks would not be taken well by our customers, so we managed to find an alternative. We have now installed an older version of the software we were using until last week. This is a standalone version which is hosted on our servers, not the software provider’s, so it will continue to work even though they have shut down. This is fine apart from the fact the software does not have the same capabilities as what we had and we are having to add content slowly and work out how to get the best from it, without causing it to fall down. This is why we have not yet added huge volumes of content – it’s a bit of a sticky-plaster, so we can start to get your tv viewing back to normal.
Why are some channels still not working, even though they have been added?
This moves us onto the other major issue, although we expect this to resolve itself soon. Essentially, we are a little ahead of most IPTV providers in being able to offer any degree of service at all. 2 out 3 of our current main providers of streams are still not yet functional, so whereas we would normally have numerous backups for buffering streams or streams which are down, we do not have those backups currently. This will change very soon, as not only have our current providers indicated that they will be back online soon, we have also identified two other potential sources, albeit they are yet to provide us with a list to check. In any event, we will have more and much better streams very soon.
So what happens next?
We feel your pain and we are doing everything we can to fix problems. The first thing we are doing is sourcing good, stable streams for the service. This will take a few days, after which broken links can be replaced and new channels can be added. The longer term solution, so we can bring the service back to normal, is to move to the new software which will manage the system. We are in close contact with the software company and as soon as they resolve their software bugs, we will be moving over to their software. They expect to be ready within the next week or two, but we would expect it to be near 3-4 week. In the interim we will make sure the priority channels which most people watch become available.
On a more positive note…….
Please be assured that none of what has been happening has affected the forthcoming upgrade to Smart Streamz v2. This will be ground-breaking in terms of capabilities and there will be much more content than ever before…particularly for on-demand movies and tv shows. It promises to be very big!!!
Please bear with us. We value your business and we want to retain you as our customers for the years to come. We are naturally very sorry that things are not good at the moment, but please believe us when we say that this is not our problem only, it is a global problem which takes a little time to fix because all parties move at a different pace. We will get there…..we promise!!!
Thank you to you all.