Subject: Ticket re-opened - [#3828] RE: Les Mills download
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 10 Aug 2020 10:15:17 +0000

Hi Pritish Nandi,  Ticket “#3828 – RE: Les Mills download ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828 to view the ticket.  Ticket comment    
 Hi Olesia, 

  

 Thanks for this and for your call. 

 I’ve just tried to log-in again form the desktop and the details below still don’t work unfortunately. 

  

 Best Wishes, 

  

 Helena. 

  

  

 
 Helena Taylor 

 
 General Manager 

 

 
 Central Locality 

 
 Trafford Leisure 
more people, 
 more active, 
 more often    

 

 

 
 T 0161 905 5588 

 
 M 07540 853 835 

 
 E [email-masked]  
 W http://www.traffordleisure.co.uk 

 

 

 

 

  

 
 P please 
 consider the environment and only print this e-mail if you really need to. 

 

Email Confidentiality Notice: 
This email and any attachments submitted with it may contain confidential information, and is solely for the use of the intended recipient.  
If you have received this email in error, please notify the sender immediately and delete the email and all attachments. Please note that any views  
or opinions expressed are solely those of the sender and do not necessarily represent those of Trafford Leisure. The recipient  
should check this email and any attachments for viruses. We accept no liability for any damaged caused by any viruses transmitted by this email. 
 
Address:   
Trafford Leisure Community Interest Company Ltd 
Support Office, Altrincham Golf Course, Stockport Road, Timperley, WA15 7LP 
Company Reg No – 09764023     VAT Reg No – 221 6200 65 

 

 

 

 
 
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 From: Les Mills International [mailto:[email-masked]] 
 
Sent: 10 August 2020 11:10 
To: Kevin Henderson 
Cc: [email-masked]; [email-masked]; Helena Taylor; [email-masked]; Kevin Henderson 
Subject: Re: RE: Les Mills download 

 

 

 Hi Helena, 

 

   

 
 Thank you for your time on call today. 

 

   

 
 We have already adjusted your account.  

 
 
 Here are the steps to activate your Les Mills Virtual account: 

 

   

 The first step is to 
 
sign into the Scheduler on a desktop computer with your username: [email-masked] and temporary password: Tp0#e8n9ESxS . Once your details have been added and your password changed you can login to the App with your username and new password 
 and download the content. Please note: the temporary password can not be used to login to the App. 
 
Please click here for detailed step by step instructions. 
 
Please let us know how it goes. ​ 

 
 Best Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828 

 

 
 On Mon, 10 Aug at 10:23 PM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Helena 

 

 

 
 
 Support will reach out shortly. 

 

   

 

 Nate 

 

 

 

 

 

 

 

 

 

 
 
 Nate Garven​ 

 

 

 
  |  

 
 
 Head of Market Implementation 

 

 

 

 

 
 Les Mills International 

 
 
  |  

 
 
 [email-masked] 

 

 

 

 
 tel +44 7711 907703 

 

  |  

 
 
 www.lesmills.com/uk 

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

  

 

 

 

 

 

 

 
 
 From: 
Helena Taylor <[email-masked]> 
Date: Monday, 10 August 2020 at 10:14 
To: Nate Garven <[email-masked]>, Kevin Henderson <[email-masked]>, Danny Vickers <[email-masked]>, CHRIS LAFFEY <[email-masked]> 
Cc: Support <[email-masked]> 
Subject: RE: Les Mills download  

 

   

 

 
 Hi, 

 

 

 

 
 
 Is anyone free to ring and talk me through this please as I’ve been unable to find the ‘run diagnostic test’. 

 

 
 My number is: 07540853835 

 

 

 

 
 
 Many Thanks, 

 

 

 

 
 
 Helena. 

 

 

 

 

 

 

 Helena Taylor 

 

 
 General Manager 

 

 

 

 

 Central Locality 

 

 
 Trafford Leisure 
more people, 
 more active, 
 more often    

 

 

 

 

 T 0161 905 5588 

 

 
 
 M 07540 853 835 

 

 
 E [email-masked]  
 W http://www.traffordleisure.co.uk 

 

 

 

 

   

 

 

 

 

  

 

 
 P please 
 consider the environment and only print this e-mail if you really need to. 

 

 

Email Confidentiality Notice: 
This email and any attachments submitted with it may contain confidential information, and is solely for the use of the intended recipient.  
If you have received this email in error, please notify the sender immediately and delete the email and all attachments. Please note that any views  
or opinions expressed are solely those of the sender and do not necessarily represent those of Trafford Leisure. The recipient  
should check this email and any attachments for viruses. We accept no liability for any damaged caused by any viruses transmitted by this email. 
 
Address:   
Trafford Leisure Community Interest Company Ltd 
Support Office, Altrincham Golf Course, Stockport Road, Timperley, WA15 7LP 
Company Reg No – 09764023     VAT Reg No – 221 6200 65 

 

 

 

 

   

 

 

 

 
 
  Like  
     Follow    
    Follow  
     Subscribe 

 

 

 

 

 

 

   

 

 

 From: Nate Garven [mailto:[email-masked]] 
 
Sent: 10 August 2020 10:08 
To: Kevin Henderson; Danny Vickers; CHRIS LAFFEY; Helena Taylor 
Cc: Support 
Subject: Re: Les Mills download  

 

 

 

 
 
 Hi Kevin 
Thanks for the email, I have escalated to our support manager. I have just been into our back end and can see that the device has not been connected which seems strange when you have said it has been connected. 
Support will reach out but in the mean time can you please go into the settings on the APP and ‘Run diagnostic test’ which sits in the Version field, this will hopefully provide a clue to where the problem is. Also once done this it would be worth re logging 
 in on the APP. You can do this within settings (button left in green login with my new password). This will put everything back into sync as well as that maybe the issue hence the device has been offline in the system since the 3rd. 
 
Let us know how they go but support will reach out too. 

Nate 

 

 

 

 

 

 

 

 

 

 

 Nate Garven​ 

 

 

 
 
  |  

 

 
 Head of Market Implementation 

 

 

 

 

 
 
 Les Mills International 

 

 
  |  

 

 
 [email-masked] 

 

 

 

 
 
 tel +44 7711 907703 

 

 
  |  

 

 
 //www.lesmills.com/uk 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

 

  

 

 

 

 

 

 

 
 
 On 10/08/2020, 09:56, “Kevin Henderson” <[email-masked]> wrote: 
 
Danny, Nate, Support 
 
We are – to put in bluntly – fed up with trying to download your software. 
 
We have tried both in our work environment and a home environment, both to no avail. and both with very fast broadband. 
 
As per your instructions, the device was not been turned off through-out. 
 
We are now in excess of 2 weeks, not only trying to download your software, but 2 weeks of lost business. 
 
The I-pad Pro is now back in our work place, at Sale LC, in case anyone from Les Mills wants to consider a site visit to help us. 
 
My colleague Helena is contactable via 07540 853 835. My contact is 07903 490 563 

We await a response from your support team. 
 
Regards, Kevin 

 
 
-—Original Message——- 
From: Danny Vickers [mailto:[email-masked]]  
Sent: 04 August 2020 09:24 
To: CHRIS LAFFEY; Helena Taylor; Kevin Henderson; Jo Cherrett; Gareth Evans 
Cc: Nate Garven 
Subject: RE: Les Mills download  
 
Chris, 
 
May be worth contacting the virtual support line on 020 80892105 – [email-masked] 
 
They will log a ticket and be able to support from an technical perspective. 
 
Let me know how you get on. 
 
Danny 
 
Danny Vickers | Customer Experience Manager – North 
Les Mills UK | [email-masked] 
tel +44 7795 681896 |  
https://linkprotect.cudasvc.com/url?a=https%3a%2f%2f%2f%2fwww.lesmills.com%2fuk&c=E,1,BBxUKSKMuvd1FkCGj6JMHUbWgT68hS4SsVmz6fc6ZFSKR4KpFBlP7EBHoAiOcHjUQSdwlmJARdZJTe6snPfJ8Vy50-0ljz_iJYXHber_&typo=1 
-—Original Message——- 
From: CHRIS LAFFEY <[email-masked]>  
Sent: 04 August 2020 06:59 
To: Danny Vickers <[email-masked]>; Helena Taylor <[email-masked]>; Kevin Henderson <[email-masked]>; Jo Cherrett <[email-masked]>; Gareth Evans <[email-masked]>; 
 Chris Laffey <[email-masked]> 
Cc: Nate Garven <[email-masked]> 
Subject: Les Mills download  
 
Hi Danny 
 
Could you please help 
 
We have been downloading content since Thursday  
 
My concern is …is there or have there been any reported issues for downloading content as this seems an extremely long duration 

Also is there anyway your cuts can tap into the back end of the download to ensure we are getting there as the studio needs to open 

Hope this e mail finds you well 
 
With best wishes 
 
Chris  
 
Sent from my iPhone 

 

 

 
 
 3828:859387