Phone number for Real Player help?
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TV ClubHouse: Archive: USA 2002: All Things Technical for BB 2002 (computer stuff): Phone number for Real Player help?

Marie

Wednesday, August 14, 2002 - 12:23 am EditMoveDeleteIP
I'm in my fifth day now without feeds, I can't connect to the Real One log-in page to sign into my 24/7 paid feeds. I've gotten some help here trying to connect but nothing works. My cable company (turns out to be Comcast) is upgrading modems and I got our new one via UPS today. I thought that was SURELY the problem!! But I installed it and everything works fine EXCEPT my BB feeds, just cannot get into Real to sign in anyplace.

Anyway, I have to break down and make the expensive long-distance phone call to Real, and I wonder if there is a phone number you guys have been using to contact them. I have the one from their site but dread going through this whole routine with someone who might not be up on BB issues/live feed probs. Is there a number you've used to reach technical people (not just the kind who tell you all the generic solutions?)

I'd appreciate it very much. This has been a BAD week!

Choopyaz

Wednesday, August 14, 2002 - 01:37 pm EditMoveDeleteIP
1-888-768-3248

Marie

Wednesday, August 14, 2002 - 11:48 pm EditMoveDeleteIP
Thanks, I ended up using a not-free number from their site, didn't see this till later. As you can see over in the other thread we're on, it worked and I hope you get yours back too.

Sanfranjoshfan

Friday, August 16, 2002 - 10:54 am EditMoveDeleteIP
That 888 number does not have an option for tech support in their voice mail options.

Sanfranjoshfan

Friday, August 16, 2002 - 05:59 pm EditMoveDeleteIP
this one works - 1-800-632-8920

Therlin

Friday, August 16, 2002 - 06:25 pm EditMoveDeleteIP
Sanfranjosh - have you called about the OS X player? What did the say?

I'm watching it through Classic using RP8 but it's horrible.

Fuddyduddy

Friday, August 16, 2002 - 07:33 pm EditMoveDeleteIP
Well, evidently some people have gotten it back (I saw a post from Ryn but can't find it now)

I have tried the original route and still get the loop.

Drats...if anyone else has gotten it to work for OS X PLEASE let me know!!

Fuddyduddy

Friday, August 16, 2002 - 07:38 pm EditMoveDeleteIP
It wasn't Ryn...now I will go and search again.

Evidently the Macs are gonna be the last ones "fixed"

Cwoody222

Friday, August 16, 2002 - 08:45 pm EditMoveDeleteIP
you can't even leave a f'in' voice mail during their "off hours" times

I'm sorry...i didn't realize my f'in' 24/7 cams were subject to "work hours"

and i sure didn't realize that it'd take 24+ hours to fix a goddam 'authentication' issue with macs

this is f'in' B.S...........

Sanfranjoshfan

Friday, August 16, 2002 - 11:12 pm EditMoveDeleteIP
Therlin - "Sanfranjosh - have you called about the OS X player? What did the say?

I'm watching it through Classic using RP8 but it's horrible. "

They told me that they had a massive server crash and were working on it. I asked if it was affecting just Mac users and he said it was affecting everybody, Mac, Windows, etc... I did think to ask about OSX specific, but since he had already said it affected all platforms, I guess it didn't matter.

My real8 was pretty crappy, too, but I found if I raised the connection speed in the preferences of Real8 (I have DSL), the picture became clearer and bigger....although still a really slow loader when changing feeds and can get choppy after awhile.

Cwoody222

Saturday, August 17, 2002 - 05:34 am EditMoveDeleteIP
I was watching on RealPlayer 8 in Classic (actually I have to fully boot into OS 9 - a real pain) and I agree - the picture was crappy - very choppy. Very!

Is there ANY way to contact them via phone on the weekend or are we all SOL until Monday?

Cwoody222

Saturday, August 17, 2002 - 05:52 am EditMoveDeleteIP
Here's the email response I just got from Real Networks. It's absolutely not helpful:

Hello!

Thanks for contacting RealNetworks Technical Support.

My name is Mohan Velu. I am a RealNetworks technical support engineer
and will be interacting with you on the problem you are reporting.

I apologize for the inconvenience caused.

I understand that you are experiencing problems while trying to access
the BigBrother 3 feeds using RealOne Player for OS X.

Please note that currently the premium content like BigBrother 3 that
comes along with the RealOne SuperPass subscription service cannot be
accessed using RealOne Player for OS X. This is the reason you are
experiencing these problems. I am sorry for having disappointed you in this
regard.

I request you to keep visiting our site at www.real.com for the latest
improvements and advancements made to our products and services.

However, if you are experiencing this problem with other content as
well, then please follow the workaround given below.

1. Open Internet Explorer.
2. Select Preferences from the Edit menu.
3. Click the Advanced option.
4. Then, click on the Empty Cache button under the Cache option.
5. Click Yes to confirm and then click Done.

Restart the system and try playing the channels and clips again, and
check if the problem persists.

I am sorry for the inconvenience caused. Please do let us know if we
could help you further in any way. We will be glad to help you solve any
problems you may experience with our products.


Regards,

Mohan Velu
Talisma Corporation
RealNetworks Authorized Support Provider

Therlin

Saturday, August 17, 2002 - 10:49 am EditMoveDeleteIP
"Talisma Corporation
RealNetworks Authorized Support Provider"

You are talking to an outsourced company who has no idea what's going on in Real's server farm. It's a waste of time. The only thing we can hope is that all these cases are logged and that they will be noticed.

I know that's how we work. We have a call center that deals with calls and emails. Everyday several of us receive the case logs from the day before and if we see a pattern occuring we look into it. Of course if something is down, we get a call from a call center agent and we fix it right away. But who knows how Real works.