Audiobook time top-up not applying

[Wakatashi]

I'm the plan manager for a premium family plan.  I've been listening to audiobooks quite happily within the included monthly time allocation since the feature was released.  However, it seems that today I exceeded the 15 hours monthly allocation and my audiobook (Frederick Forsyth - The Day of the Jackal) now plays all of the episodes I've already listened to (chapters 1 to 16), and will also play the first few seconds of chapter 17.  However, the rest of chapter 17 plays as silence, as does chapter 18.  I decided to buy a "top-up" for £9.99 to add audiobook listening time to my account.  However, chapter 17 of this book is still silent after the first few seconds.  I've tried the app on iOS and also on MacOS, and have also tried the web version, so I'm confident it's not a device-specific issue.  I bought the top-up about 2 hours ago and the content is still not available.  Is this a fault with the top-up mechanism?  Or does this audiobook actually have a problem with chapter 17 - can someone please check?

[Wakatashi]

After several hours, the top-up had been applied.  However, only the first few seconds of chapter 17 of the book (Frederick Forsyth - The Day of the Jackal) plays - the rest is silence.  Only the first 2 mins or so of chapter 18 of the book plays - the rest is silence.   This is no matter which device I play the content on, including the web player.  I suspect a fault with the actual content on Spotify - can someone please try streaming these chapters and confirm?

[OscarDC]

Hey @Wakatashi,

Thank you for reaching out to the Community.

To continue investigating this case, since the audiobook has different versions with different narrators, would you mind checking if the other version has the same issue?

Also, could you check with a different network connection to see if it makes any difference? If you don't have another one available, you can use a mobile data hotspot to test it. 

Lastly, could you record a short video where we can take a better look? You can attach it to your next response by using the Insert Video option in the post editor. You can also upload it to Google Drive and share the link with us (make sure the video has the permissions for anyone to watch it).

We'll be on the lookout.

[Wakatashi]

Hi @OscarDC,

Thanks for getting back to me.  It's OK, I ended up finding a copy of the book and just reading it in the old skool kinda way!

I did try with 3 different network connections - 2x Wifi, and 1x mobile data, but it didn't make any difference.  

I think if you listen to chapters 17 and 18 of the book at your end and find that there are no dropouts for you, then there's no need to pursue things any further.

Thanks again for getting back to me, and hope you have a good New Year when it comes.

[Maria]

Hey @Wakatashi,

Thanks for providing us with some more info!

Awesome to hear that you managed to find a copy of it 🙂

Since it seems to happen on different networks as well, we can suggest that you report the Audiobook. Just follow the steps under Broken or incorrect content on this page. We can't give you an exact time frame for when it'll be looked into, however, this will get your report to the right folks so that they can have a closer look.

If you need anything else, we're just a post away.

Cheers!

[Oborns]

Plan

Free/Premium

Country

Australia 

Device

(iPhone 11

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

After purchasing top up listening hours for audiobooks the final chapters are not available or are missing.

[eugenecostellojourno]

I followed thesteps to add audiobook listening time to add hours to the 15 hours I get with Preium but the final step – manage listening time – does not exist. It is very frustrating because I am deep int a thriller which cut out when I reached the 15 hours limit. Any advice?