What is the role of Community Managers in achieving improvements in OptikTV

Hi msblayney , to echo A-B , we're taking the feedback seriously and all concerns are passed to our development team. That said, all concerns need to be first validated, ensuring the issues can be replicated before they are prioritized in the development team's backlog while also balancing other business initiatives that are constantly competing against the development team's resources.

Sometimes, issues can be easily replicated,  while others seem to be one off experiences that are difficult to replicate, and therefore difficult to fix. Some issues may be interlinked with other dependencies and requires certain updates to be made before we can even tackle the real issue. 

Using the request of "removing home screen" as an example - It is widely requested here on Neighbourhood, as well as Call Center, but we never see such request through other social media platforms such as Reddit, FB, or Twitter. Intuitively, we think majority of the customer doesn't mind the home screen (we also have data to support this). We also think experiencing something different from what people are used to brings negative emotions, and there is a learning curve to a different product. So it isn't as simple as removing the home screen. We need to run design surveys to figure out what customers actually want, to validate or invalidate intuitions, and find designs that suits the majority of the customer base. I am not trying to make excuses about why things take so long, I merely want to shed some light on the lengthy process that we are working with.

This is not an exhaustive list, but since the new TV service launched in March, our development team has been hard at work and they've made the following updates and improvements: 

• Auto extend sport recordings
• Allowing profile specific recordings
• Ability to favourite channels
• Ability to restart a live stream that ended up to 18h ago
• The ability to pause a live stream of up to 15 mins 
• Content search improvements
• Playback troubleshooting toggle for Android to avoid playback errors
• Sports Zone & Game zone
• Trending & Upcoming lane to help discover content
• Continue Watching lane for streaming apps

In fact, we have another release that is rolling out by the end of this month to address guide responsiveness and reduce overall lag during navigation. Again, I can't promise any timelines for all the concerns, but we're definitely sharing the feedback to the team, and the development team is working very hard to improve the service.