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UV MOVIES BEING LOST and/or DOWNGRADED at VUDU (starting on August 12)

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    UV MOVIES BEING LOST and/or DOWNGRADED at VUDU (starting on August 12)

    Something is occurring at UV, or between UV and VUDU, that is causing movies to disappear / downgrade in resolution.

    These movies disappearing from or downgrading at VUDU are being passed to MA, so the deletions and downgrading is also occuring at MA, which is messing up those titles at other MA providers.

    It appears that MYUV is deleting titles or licenses, causing the issue at VUDU ... then to MA.

    #2
    Yeah, I'm missing 5 movies totally and another 4 have been downgraded to SD. Those 4 were ones that I previously owned in SD when that was all that was available.

    Comment


      #3
      I am also missing movies, my movie count has dropped a lot in the last 2hrs. I will give it a 48hrs before I proceed with follow ups.

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        #4
        I'm missing around 100. Not a happy customer right now. Trying to go through my list to see which ones, but that's a huge undertaking.

        Comment


          #5
          You can also contact UV and ask for an inventory of your titles. They will send you a tsv file (tab segmented) which you can open with Excel. This file will show all your titles, where procured, the ALID (license), what resolution you have, etc.

          That may help in getting your list and for troubleshooting the issue. Do it quick because not sure how much longer UV support will exist. You can click the help link at myUV.com or search Google for Ultraviolet Zendesk. For the Zendesk site you will need to create an account.

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            #6
            I requested a TSV file on July 30, 2019 - with my entire UV library (just in case something like THIS happened). The 3 titles I lost are on that report (but not at MYUV now).

            All 3 titles were "sequential" from the report, All 3 were VUDU purchases. All 3 had a purchase date of 2018-06-12 17:36:03 (I suspect they all had the exact same time because it was a D2D batch of 3).

            People contacting MYUV are being told there that this is being caused by VUDU. VUDU - you want to help figure this out?

            After delivering the specific ALID and purchae information to MYUV, they responded thus:

            "Rex,
            The issue you described is better handled by the Retailer/Media provider's Customer Support Team. This ticket will be closed and your issue will now be handled through their ticket system. They will be responding to you from this time forward."


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              #7
              It looks like I'm missing about 27 movies, but trying to figure out which ones will be very difficult. This really stinks.

              Comment


                #8
                Originally posted by Rex Strother View Post
                "Rex,
                The issue you described is better handled by the Retailer/Media provider's Customer Support Team. This ticket will be closed and your issue will now be handled through their ticket system. They will be responding to you from this time forward."

                That is actually a standard response now. I had a number of tickets open with them for a tremendous long time before UV shut down and the latest responses have been exactly those words. I asked to whom they refer as to retailer/media and get no response.

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                  #9
                  Folks, we are aware of this issue and have been investigating the root cause. I'll respond once we have a definite answer as to what's going on.

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                    #10
                    Thank you Felipe. We appreciate the help.

                    Would you see if it's also tied to this thread - same issue that occurred earlier. Seemed MYUV was deleting licenses (which was causing titles to disappear/downgrade at MA)

                    https://forum.vudu.com/forum/vudu/ge...g-titles-at-ma

                    Comment


                      #11
                      I had movies deleted from my UV account that were purchased both at Vudu and FandangoNow. This must be a UV issue similar to earlier this year when duplicate rights tokens were spontaneously deleted from UV accounts. Thanks for letting us know you'll get back to us with an answer, Felipe.

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                        #12
                        Thanks for the feedback guys. I can't always respond to every demand on this forum because sometimes there's just nothing informative to relay back to you guys. Rest assure that I do review all threads new and updated. I do have the other departments within Vudu investigate these issues and I will respond once I have a solid answer. Brigading on forum threads are not helpful one bit. It just makes things worse for all parties involved, it's counterproductive and toxic. Some things are completely out of Vudu's control but we still make every effort to offer assistance to those parties responsible so that our customers get the services they have invested with Vudu. I do many other things within the company but I do treat this forum like my "baby". I am closely monitoring this and other pending issues at the moment. Thanks for hearing me out.

                        Comment


                          #13
                          Great news, this has been resolved for me and all my movies and shows are back at Vudu. Unfortunately, the refunds Vudu issued to Movies Anywhere based on these erroneous deletions are still in place. Hopefully that will change.

                          Comment


                            #14
                            We do appreciate it FelipeF...now, about the online Instawatch issues...

                            Comment


                              #15
                              I'm being told that this issue has been resolved. Hopefully by the time everyone reads this, it will be fixed for you.

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