Subject: New Reply Received - Unable to Play classes
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Mar 2020 15:32:29 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Unable to Play classes  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Good afternoon,</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Thanks for your email.</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Since Hutchison’s last visit the virtual classes have been working with NO issues. The engineer managed to fix the internet supply from the Spin_AV network.</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Hope you all have a good week.</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Regards,</span></div>
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<div class="MsoNormal"><b><span style="color:black">Pedro Silva</span></b></div>
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<div class="MsoNormal"><span style="color:black">Fitness and Wellbeing Manager</span></div>
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<div class="MsoNormal"><span style="color:black">0117 974 9740</span></div>
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<b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#1F497D'>Hunts Ground Road, Stoke Gifford, Bristol BS34 8HN</span></b><b><span style="font-size:8.0pt;color:#1F497D"></span></b>
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<b><span style='font-size:7.5pt;line-height:115%;font-family:"Arial",sans-serif;color:black'>Registered Charity No 205533 (England and Wales)</span></b><span style="color:black"></span>
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<div>From:<span lang="EN-US"> Helpdesk &lt;[email-masked]&gt;
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<b>Sent:</b> 09 March 2020 15:28<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;; Silva, Pedro - Bristol North Consumer Club &lt;[email-masked]&gt;<br>
<b>Subject:</b> RE: Unable to Play classes - 158466</span>
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<strong><span style='font-size:11.5pt;font-family:"Calibri",sans-serif;color:white'>CAUTION:</span></strong><span style="font-size:11.5pt;color:white"> This email was sent from outside of Nuffield
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hello Marika/Pedro,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Apologies for the delay in the response, I can confirm that we had an engineer on site investigate to confirm no issues on the AV/Network Equipment from Hutchison and that there was no faults.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Our engineer found that the issue was on the Nuffield network that feeds into the Hutchison equipment, therefore was over with Nuffield IT to investigate and resolved.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Pedro, Can you please confirm if you are still having any further issues?</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Kind Regards,<br>
Drew</span></div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> 05 March 2020 01:22<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Helpdesk &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Unable to Play classes</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pedro,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is just a follow-up email regarding the issue that the Club facing a few days ago.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Upon checking in our back end data, we still can see that the Club does not have a stable internet connection. This will result in the Virtual App to not sync properly and
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We highly recommend you to connect to a fast and stable internet connection to play classes smoothly.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, we see some pause events in your end which we do not recommend because it will result in the class stopping early. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>@ Hi Hutchison Team,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kindly please help out Pedro to resolve the issue and do let us know the update.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marika</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Service</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3368&amp;data=02%7C01%7Cpedro.silva%40nuffieldhealth.com%7C54a9dd0becf648b8173508d7c43e7817%7C1badfb81fefa4bfc85d8eece023a15f5%7C0%7C0%7C637193644902317916&amp;sdata=q0JZfEKwM3PovkHGmeU7LIUo8IT46ENt3wgi7dn9Cyw%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3368</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 3 Mar at 5:29 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pedro,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your call today. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As discussed it seems that your internet connection is not working correctly due to which the automation commands are not working as well. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is also the reason the download in progress bar is not moving further. I have cc'd Hutchisons who have installed the Virtual Setup for you to help you out with it. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>@ Hi Hutchison Team,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please help Pedro with the automation and internet issues. They are unable to play any virtual class at this time. Some feedback form what we understood. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>-They are using TCP and Automation control unit which is not accepting any commands.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>- We have tried checking the internet connection and it seems it is not working. They are unable to load app store or other internet based applications. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>- The projector was turned on manually however it keeps the screen on Techno. This was suppose to switch from techno (Live class screen) to Virtual Screen</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>- Also the lights which are a part of the automation are not changing color.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know if you need any further information from the Virtual Part. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3368&amp;data=02%7C01%7Cpedro.silva%40nuffieldhealth.com%7C54a9dd0becf648b8173508d7c43e7817%7C1badfb81fefa4bfc85d8eece023a15f5%7C0%7C0%7C637193644902327875&amp;sdata=y%2Byv7Xtxcu3eddYCUQASyWYxiQZvunB55SIbNjhVXKc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3368</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 3 Mar at 5:08 AM
<span class="separator">, Pedro Silva &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Unable to Play classes</span></div>
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</span><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#51BFE7'>Helpdesk</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#5D6061'> <br>
+44 (0)333 2407369</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif'><br>
</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#5D6061'>Hutchison Technologies Ltd</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif'><br>
</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#5D6061'>Innovation Centre, 1 Harrison Road</span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'>,
</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#5D6061'>Dundee, DD2 3SN</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif'><br>
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<a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.hutchison-t.com%2F&amp;data=02%7C01%7Cpedro.silva%40nuffieldhealth.com%7C54a9dd0becf648b8173508d7c43e7817%7C1badfb81fefa4bfc85d8eece023a15f5%7C0%7C0%7C637193644902327875&amp;sdata=AB8gU7WtDzS3R9ZgkzTYxXiiVLqpOcN3m3SFr%2F6MhLA%3D&amp;reserved=0" rel="noreferrer"><span style="text-decoration:none"><img width="600" height="120" style="width:6.25in;height:1.25in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAyMzU0MzMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ucNoWb3q7crPl8FBfn6U8tmXlJ2xEtG_CIk2U7VkOXw"></span></a></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3368