Contacting Digiguide support

[NY]

Has anyone managed to contact technical/account support for Digiguide
(programme EPG application)?

I had a problem renewing my subscription and although the transaction didn't
go through (and I as able to pay by another means), Digiguide evidently
noticed because I had an email from them offering to help. Excellent
service.

However when I replied to the sender, I got an automated "this address is
unmonitored", even though it's the one that they publish on their web site!

I eventually found a form which says "this is not how to raise a support
ticket - click here to raise a ticket" - but the link just takes you to
their generic page of FAQs, with no way that I can see to fill in a web form
with your question.

And they don't publish any "contact us" options, apart from the page that
says "Barry Swain [the guy who sent me the original email] is our appointed
data controller. If you have any questions regarding our privacy statement,
we are only too happy to answer them. In this regard, please contact
sup...@digiguide.tv." - and that's the address which generated an
"unmonitored" auto-response :-)

Looks as if they have a bit of a problem...

[Vidcapper]

I don't use DG as much as I used to, but I had no problems last time I
renewed.


--

Paul Hyett, Cheltenham

[NY]

"Vidcapper" <vidca...@yahoo.co.uk> wrote in message
news:6uJKA.425173$o87....@fx21.am4...

I managed to renew, by selecting the other option, to pay by BACS; I can see
from my bank account that payment has been made and from my account in DG
that payment is pending. It was only when I tried to pay by credits card
(which for some reason seems to go via PayPal) that I got so far and then
the Continue button had no effect - other than to alert Digiguide to the
fact that I was trying and failing.

My problem is trying to contact Digugide to let them know about the failure
so they can look into why it is happening, given that their support email is
auto-responding "this email account is unmonitored" and given that they
refer me to a web page that has no apparent links to allow me to raise a
ticket via a web page.

It's the standard problem with some websites that when they refer you a
different part of the site, they are too general rather than giving a URL
that takes you right to the exact place.

[GordonD]

On 22/04/2017 11:51, NY wrote:

I don't know if that's a typo but the page is support.digiguide.tv
(not @)

--
Gordon Davie
Edinburgh, Scotland

[NY]

"GordonD" <g.d...@btinternet.com> wrote in message
news:em1aru...@mid.individual.net...

> I don't know if that's a typo but the page is support.digiguide.tv
> (not @)

I've been round and round in circles and seen that page at
support.digiguide.tv, via various URLs, several times. Having arrived there,
can you find a way to raise a ticket? It seems to be "FAQ Hell" (*) - links
to FAQs but no way to raise a ticket or make contact with a human being.

I did eventually find, by clicking links on the page at random, that "I
bought the wrong thing, how do I get a refund?" takes you to the "Create a
Support Ticket" page - not very intuitive - so I've raised a ticket
mentioning the original problem with the payment by credit card and the fact
that emails to the publiched support address are bounced as "unmonitored
address" and that support.digiguide.tv has no obvious link to allow people
to raise a ticket if the question is not answered by a FAQ.


(*) The support system for my ISP, PlusNet, is also FAQ Hell: loads of FAQs
but it's very tortuous to find a way to raise a ticket to alert them to a
problem such as a server failure, or to ask a specific question. When I made
contadct once, I mentioned this and got ratehr grudging agreement, and a
more specific URL to their ticket system - so I've safely bookmarked that
for use whenever I need to contact them. Not everything in life can be
fobbed off with FAQs.

[tim...]

"NY" <m...@privacy.net> wrote in message
news:9eidnUA6kK0HqGbF...@brightview.co.uk...

> Has anyone managed to contact technical/account support for Digiguide
> (programme EPG application)?
>
> I had a problem renewing my subscription and although the transaction
> didn't go through (and I as able to pay by another means), Digiguide
> evidently noticed because I had an email from them offering to help.
> Excellent service.

I don't see the point of them charging 2.99 per year

it must be more aggro that it's worth

they would be better off relying on advert income IMHO

tim

[taunt...@gmail.com]

They have gone downhill over the years they are too tired or bored to put what is a repeat, I don't think I will renew my subs when this lot runs out.

[NY]

<taunt...@gmail.com> wrote in message
news:0a093549-3f5a-4131...@googlegroups.com...

When I had a subscription problem, I eventually found another address - for
acco...@digiguide.tv and had a reply from Irene Travers<ir...@ebs.tv> who
resolved it for me very quickly. After a lot of detective work, I found that
Digiguide and EBS are in the same building and may be different arms of the
same organisation.

I've encountered the "please contact sup...@digiguide.tv." - and that's the
address which generated an "unmonitored" auto-response" problem, and pointed
out the problem of them recommending an email address that is unmonitored.
No comment was made and the problem wasn't fixed.

I tried again recently to contact them about the information in some of
their listing being wrong (in one case, they had info for the Robert Donat
film of Goodbye Mr Chips whereas what was broadcast was the Martin Clunes TV
version; in the other case, next Monday's Who Do You Think You Are has an
episode title of Liz Bonnin (who was in a previous series) whereas the
description (correctly) mentions Marvin Humes.

I thought they might like to know so they could take it up with the company
that supplies their information, but I was referred to
sup...@digiguide.tv - and we know where those emails go, don't we? :-)