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Last Updated: Tuesday, 7 December, 2004, 16:02 GMT
Text vote problems hit ITV show
By Caroline Briggs
BBC News entertainment reporter

Busted
Busted eventually went on to win the show
Thousands of people are to be refunded after a technical glitch hit text votes on ITV1's Record of the Year show.

Hundreds of thousands of people voted during Saturday's show, which was won by Busted for Thunderbirds Are Go.

But a "few thousand" people on the Virgin and T-Mobile network were hit when their vote trigged multiple text responses at a cost of 25p each.

A spokesman for Netsize, who handled the text messaging, said all those affected would get their money back.

We have the details of every customer affected and we are looking at ways to make sure everyone is fully refunded
Anuj Khanna, Netsize

The Record of the Year show - which is now in its seventh year - was broadcast live on ITV1 and sponsored by T-Mobile.

It showcased 10 of the biggest hits of the year and viewers could vote for their favourite by telephone or text.

But "a minority" of text voters were hit by a technical fault which meant their text triggered multiple confirmation messages.

In one instance a Virgin mobile customer who voted twice received 12 text messages back at a total cost of 3. Each vote should have only trigged one response at a cost of 25p.

Final result

Anuj Khanna, marketing manager at Netsize, told the BBC News website that the problem was a technical fault and only affected a "few thousand" text voters.

He added that it did not affect the final result of the show.

"We have the details of every customer affected and we are looking at ways to make sure everyone is fully refunded," he said.

"We will be contacting them, possibly by text message, to tell then how to get a refund."

Netsize managing director Paul Naldrett said it was "embarrassing" there was a problem, but did not believe it would have an impact on customer confidence in text voting on television.

Apology

A spokesman for T-Mobile said: "T-Mobile recognize that some T-Mobile customers may have experienced a fault with the voting service on Record Of The Year broadcast on ITV1 last Saturday.

"We have been working with the third party provider, Netsize, in this case, to identify the cause of the problem.

"Netsize are finalising their investigation but would like to assure all affected customers that they will be entitled to a full refund.

"It seems that there was a technical fault. We apologise to all customers affected."

A spokeswoman for Virgin said they were working with Netsize to make sure everyone was refunded and would work to rectify the problem.

Mobile phone operators Orange, Vodafone and O2 said they did not receive any reports of problems.




SEE ALSO:
Busted scoop Record of the Year
04 Dec 04 |  Entertainment
Business writing takes a battering
02 Dec 04 |  Business
Blair reaches to text generation
25 Nov 04 |  Politics


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