Streaming Issues

[Shannon]

Hi,
I'm in the midst of a 6-stage program and I had to miss my scheduled listen last night and today afternoon due to streaming issues. My connection is quite fast but the audio stream is stuttering since yesterday. I kept it on last night as usual and woke up with the audio gone and the remaining time showing in negative. 

Note that streaming was working for me so far. 


I use Chrome on Ipad (same browser on Windows). 

Not to be petty but is it possible to add a day or two to my subscription so that I can make up for my lost listening time? I thought pausing my subscription meant just that, but apparently not.

As to the streaming issues, we can only apologize.  This is entirely out of our hands to really do much about, including adding days to the subscription.  We have the ability to set it to 30 days at a time and that's it, because the developer apparently is refusing to or for some other reason unable to reply.

I can suggest you try the following, however.

1. Make sure the browser is up to date.
2. Clear the browser cache, then re-start the browser.
3. Try re-loading the page.
4. Open a new tab and load the player page right before you use it each time.
5. Try a different browser.
6. Try a different device.
7. Try a different operating system.
8. Try resetting your modem and router.

It sounds like you've tried some of these.  Hopefully I've made some suggestions that help.Fortunately, while we get more reports of issues than we like, we also only get these reports rarely. 

If this happens, the best thing to do about having the play interrupted is to continue where you left off and report the number of days you miss because of these interruptions to Ben through an email to the back end.  We will do what we can do to make it right.  I'll see if we can do a pro-rated refund for the days you missed. I'm sorry I can't do more to correct this right now.