funny how the pay by the min video plays perfix ....then you fork over 30 bucks it dont work?
then the very slow live chat help person peyton tells me to load mozilla firefox to fix my problem , soo i did and doesnt work? how do i get my refund sence your unlimited video kinda seems to not work?
mehh??? now they turned off live chat ..when i tryed to load it up
i have wasted 2 hours then they shut off the live chat my problem is not fixed
"All of our Customer Service Representatives are currently assisting other customers. We apologize for the inconvenience. Please fill out the form below and we will contact you back via email as soon as possible."
I have yet to purchase an unlimited video so I wouldn't know. I'm sure that if you try contacting them by email or phone that they will help you fix the problem. It could just be a bug, seeing as it is barely May 2nd; I'm sure they are still trying to get things running smoothly. If there are people out there that have experienced this problem, please give us some advice. I want to buy some unlimited-use clips myself, but not if they might not work...
they have figuared out the problem ...they said thier unlimited videos requier you have mins to work...lol it used my regular mins i payed for before i bought the unlimited video
boy this really sucks ...unlimited video that can be only played if you add time ???
???????......................????????!!!!!!!!!!!!!!!!
What? That is absurd! Are you sure that the only way to play an unlimited clip is to pay for minutes? I'm confused. Let's say I have 20 minutes in my time bank, and I buy an unlimited video clip and begin watching it...Will it deduct the minutes from my time bank? I'm probably misunderstanding. Someone please elaborate.
they emailed me today while i was at work...stating the problem was fixed...... how ever !!! it is not
they told me that because i had under a min
their web site wont load a unlimited video?
anyway they told me they added 2 mins soo i could play me unlimited rental
soo i load it up to check it out...the video stoped after 2 mins and my 2 mins they added is used up again ...soo i dont see how its fixed ?
here is the email i recieved below
I am Raymond Ireland, Real Touch Product Liaison. I am contacting you because I have received an escalated issue from our customer service department stating that you need some assistance.
I noticed through the support logs you were having issues streaming the “unlimited rentals”. We do have a known glitch that our development department is looking into. That glitch being that a unlimited rental will not play if the customer doesn’t have at least 1 minutes left in their account time bank.
I have added 2 minutes to your account and tested the rental you have in your account, it seems to be running fine.
For the record the problem was a glitch in the programming. It needed more then a minute to recognize the unlimited video. That issue is/being fixed. Just realize if you have no minutes in your bank as of right now you might need to call customer service if a rental or unlimited video doesn't work so they can give you a temporary remedy.
Sorry to hear that Gasdorf. Could you explain what you mean by the video stops after two minutes? Do you simply run out of minutes, or does the video just go black but keeps playing?
To be clear about the issue as thorough as we can about the database issue we're running into right now...
Some accounts are effected to where without time in the time bank a video will not function. So we have been adding in a couple of minutes when necessary to combat this so you can use your unlimited or 7 day rentals. What we are seeing in addition to this, is that if you watch the ENTIRE scene, start to finish, and the scene turns itself off, customers are losing minutes for the scene. This issue has been critical status and is still critical until resolved. Once we do have this fixed we will communicate that information to you.
Thank you for your understanding in this issue as we work to resolve it.
Both issues have been resolved.
1. Unable to play rentals if there are zero minutes in the account.
2. Minutes being deducted when using a rental.
The second item was a very limited issue which only affected 1 customer. It took a very specific set of steps to end up with a rental that also deducted minutes from the account. Under normal circumstances this did not occur.
All affected accounts should work normally now and minutes have been added to the accounts to make up for any lost time.
I’d like to thank everyone for their assistance and patience while we determined the cause of the issues.
RealTouch