[size=15]Anime Network VOD Reports/Updates/Questions Thread (2014)[/size]
Before posting (newcomers), please look around the resources and the recent pages in this thread before complaining. In many cases your questions might be covered already.
Please read, learn and participate:
Links and Resources: (Check stuck threads at the top for the latest news and information)
Use this forum to discuss, submit questions/complaints/suggestions with other Anime Network viewers. The links above will provide most commonly asked questions regarding Anime Network services and properties.
I. We need your Zip Code and Cable/Satellite Provider to Help
When submitting reports of problems, it is important to provide us with information of your cable/network/VOD provider, and your ZipCode (this information is needed to track down the problem). (PM this to Slowhand if you want to keep the information private) and other information about the nature of the problem, as well as the specific anime/episode in question. Anime Network and your Cable/Satellite Provider can not help you without this information.
II. Please contact your Cable/Satellite Provider with information on missing updates
It is equally important that you call and email your Cable/Satellite/Service provider along with posting in this thread, as most problems are usually the result of problems on their side or the VOD company they subcontract to update the content that Anime Network sends to them.
Viewers experiencing missing updates need to contact your cable provider.
If you do not report the problem, then the systems do not seek to replace it after it fails for some reason. The more you call, the more the cable provider will pay attention to making sure Anime Network is working properly.
When making a call to your provider, it is usually best to request to speak to the manager or the supervisor. Usually, regular customer service representatives can only take down your request, but don’t have much power beyond that.
Please make sure the Customer service agent you speak to understands that Anime Network has sent the episodes and there may be a local problem with either their network, full disc drives or some other technical problem that is preventing the delivery of the episodes (this depends on the circumstances which can be case specific).
You have to try to make them file the report or speak to the supervisor, understand the problem and not let them give you the run around of “we only post what we are sent to by the provider” (this is a stock response) so that it can be sent to their VOD department.
III. Missing Updates - Where are my updates?
VOD technology allows great convenience in that it allows viewers to watch a wide range of programming through your cable box without having to go out to rent or buy DVDs from many programming options, but it is a very complex technology. Your Cable or Satellite provider or their VOD subcontracting companies like (InDemand, etc.) are responsible for granting you the user access to these updates. There are so many layers and handlers of the data, including subcontracting VOD companies that handle the infrastructure, storage, VOD file management for your Cable companies. This is normally why Cable companies usually have a hard time fixing or dealing with VOD.
A lot of the large cable providers have different regional operation centers that handle the VOD for certain regions. This complicates it because human error can happen, if someone from your area’s VOD department forgot to make the updates Anime Network sent them available or if your area’s VOD hard drives are full… they reject the updates Anime Network sends them.
Anime Network may be able to determine whether the updates were sent out or not, but after that point, the responsibility of the update will go to your Cable provider or the company that manages the content sent to them.
(This is why it’s important to let your cable provider’s customer service department know and take note of the issue and report it to their VOD department. See above information)
Reports submitted by the viewers will be looked over by Anime Network in the reports sent to them, and they will try to get your Cable/Satellite provider to fix it from this side – but there is only so much Anime Network can do to convince your Cable/Satellite provider without your help on fixing the issue.
IV. Why are the shows starting at episode 5 and why can’t I get the entire series of a show at once?
Anime Network always shows series from the beginning (unless it’s a special circumstance). It’s a moving train of content, every week new shows and episodes are posted, eventually they start back at episode 1 or different shows at episode 1.
Most people think Video On Demand means every single episode available of every show. Unfortunately the technology and expense of doing this is not viable at this time and unrealistically high expectations are formed. VOD in general works pretty much like TV does, except the episodes are available usually for a month to be viewed anytime, then they are replaced, with weekly updates that are posted every Thursday (Some providers post it early on Wednesday afternoon/night). That’s how the cable providers operate VOD in general.
Cable companies place a limit on what the content providers, like Anime Network can provide. For SVOD and Free VOD carriers this is usually 30 hours of storage space a month. So Anime Network and other VOD providers have to work within those constraints.
Anime Network Online Player where a lot of these episodes and shows are hosted on Anime Network’s own servers - series in their entirety are available!
V. Why is buying Sentai Filmworks and Section23 Films DVDs of show that are available on Anime Network important?
It is the foundation of income and helps Sentai Filmworks, Section23 Films and other Anime production and licensing studios to acquire new anime series for Anime Network.
If you like a show on Anime Network, please show your support and buy the legal Sentai Filmworks, Section23 Films DVDs from respected retailers like Right Stuf.com or DVDpacific.com or at your local Best Buy, Fry’s or Walmart, and other retailers – a lot of these shows are expensive to license and produce for English audiences. While VOD ad revenue does help to pay for some of this access, if you want new shows and new productions – DVD sales are incredibly important in allowing Anime Network to acquire new shows from Japan!
Without your financial support, it means less shows, and less services.
VI. It is required from you all in the future that are reporting problems:
When you report a problem or missing update, we need you to provide your Cable/Satellite or VOD provider for Anime Network (TAN) and also your Zip Code (City, State would also be helpful). This information is now necessary to help track down your problems with your Cable/Satellite/VOD provider.
Time Warner, 78702 (Austin, TX)
If you do not provide us information we are not going to be able to help you.
The weekly report is sent to Anime Network every Monday (except holidays). This gives a chance for all episodes to load from the previous Thursday.
Thank you for your cooperation.