Question

Only 30 seconds playback on google home speaker despite having a premium account



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Ian.Cashmore-Thorley wrote:

I'm having exactly the same issue for the last 2 weeks. Any sign of a resolve? This is beyond frustrating.

If you ask Google Home to play a song, sometimes it will say "Playing XXXXX from Deezer' and not play anything, other times it will jump in randomly in to a song and play approx 20 seconds before skipping.
If I search a song/playlist/etc via the app and cast to the device using mine or partners phone it works perfectly.

I currently have a Deezer HiFi subscription and had a Premium subscription up to this morning. It is the same for both.

The correct account is signed in via the Home App - this was working fine previously.


Exact same issue here as well
I'm having the same issue, came here looking for a fix. I have a premium subscription (via the Pringles promo).

This coupled with the other ongoing issue of Bluetooth devices showing the previous song details, I won't be renewing.
Bought 2 speakers as Christmas presents and both have this issue.
Not happy, it clearly has been a problem for a while, if not fixed soon will move to a different streaming service.
Hi,

I have the same issue - however thankfully i am slightly clued up with technology, did my own testing and came to the conclusion, UNLESS the song is saved on your playlist or as a favourite track on your deezer account -then you will only get it as a sample

Which is poor in my opinion, we have paid for a premium service to stream music, so when i ask google to play a song on an account that i am paying for - it should just play it from the search bar, just like Youtube would play.

Imagine us having to go thru the whole music list on deezer, to put all in favourites to be able to listen to something we or guests might fancy one day?!!?!

You should fix this fast as it is annoying!

Thanks.
Scott.D wrote:

Hi,

I have the same issue - however thankfully i am slightly clued up with technology, did my own testing and came to the conclusion, UNLESS the song is saved on your playlist or as a favourite track on your deezer account -then you will only get it as a sample

Which is poor in my opinion, we have paid for a premium service to stream music, so when i ask google to play a song on an account that i am paying for - it should just play it from the search bar, just like Youtube would play.

Imagine us having to go thru the whole music list on deezer, to put all in favourites to be able to listen to something we or guests might fancy one day?!!?!

You should fix this fast as it is annoying!

Thanks.


Not the case for me, mine does it for all songs including those on my playlists.

Will be using another service unless this is fixed soon.
first post here was 2 months ago and said you were wworking on it. 2 months later and everyone still having the same issue.
Easy solution.. i'm cancelling sub now. plenty of other providers
Hi I have the same issue. I only ever get 30 secs of a song from the middle if I haven’t used it for a while. Then sometimes I get the whole song from the start. This is from a google home. Disappointed in the service, certainly not a Premium Trial.
Userlevel 6
Badge +3
Hi there guys @JamieD @jason.patterson @Jacobbizzle @Scott.D @DeezRgood @woll78 @RockSloth

I haven't got any updates from our devs yet but we'll keep you in the loop once anything comes up!
Rudi wrote:

Hi there guys @JamieD @jason.patterson @Jacobbizzle @Scott.D @DeezRgood @woll78 @RockSloth

I haven't got any updates from our devs yet but we'll keep you in the loop once anything comes up!Hi there guys @JamieD @jason.patterson @Jacobbizzle @Scott.D @DeezRgood @woll78 @RockSloth

I haven't got any updates from our devs yet but we'll keep you in the loop once anything comes up!


too late ..moved to Spotify. Months to solve a major issue is poor.
I am in the same situation, with the added twist that when I play music on my Google Home speaker one of 3 things will happen:
  1. Absolutely nothing - about 25% of the time
  2. 30 second snippets (only been happening over the last week) - about 50% of the time
  3. It does what it is supposed to do! - 25% of the time
What ever you guys are doing to correct the situation over the last 3 months, you seem to be making matters worse.
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Problem still there @Flo.Deezer, I still have the same issues of @Ian.Cashmore-Thorley, including the "playing xxx from Deezer" message and noting being played.
It seems that the issue cannot be solved, therefore I'll start a spotify test subscription to see if that works, and if yes I'll move to Spotify. I'll keep you updated.
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And, also, the staristic made by @tusker applies to mee too.
Looking at other posts, some sort of '30 second problem' with Deezer has been going on for months!
Userlevel 6
Badge +3
Hi there @tusker @Ilario.Nocentini

Sorry it's taking some time, there's so much our teams can do at once. It's working-in-progress though, hopefully soon it stops being a problem 🤞🏼
Rudi wrote:

Hi there @tusker @Ilario.Nocentini

Sorry it's taking some time, there's so much our teams can do at once. It's working-in-progress though, hopefully soon it stops being a problem 🤞🏼



Hi Rudy - I appreciate the apology for it taking some time to resolve. And I appreciate that you are the messenger here. But really, 3 months to resolve a critical Premium service issue that basically halts the service really is not acceptable. Having read through the thread I can see that yourself and others have made the same "we're working on it" statement several times.

In this age, there are so many providers (most of whom get it right) that this leaves very little incentive for your customers to stay with Deezer and not take the relatively simple option of switching to, say, Spotify.

I've been a Deezer subscriber for 7 years, and I am considering leaving over this issue. Let your sales and marketing team know that your response to this issue is exactly the way to lose long time subscribers.

Kind regards
David, London
Fully agree with the very measured response by @davidabidoo . There are perhaps some issues that you might park while dealing with more urgent matters; I suggest the issue we are complaining about, which has clearly reached the point where it is loosing you customers, falls into a priority category. Does Deezer have policies to manage such situations? At the very least, I would have thought contacting those affected at least once a week with updates isn't too much to ask.

Frankly, when I read the statement 'Sorry it's taking some time, there's so much our teams can do at once. It's working-in-progress though, hopefully soon it stops being a problem', I take the following away as the true meaning:
  • We are aware of this but are not giving it much attention because we have much more important things to do with our time
  • Don't call us, we'll call you (we all know what that really means)
  • Don't bother raising this point again because we aren't really that interested.
Or am I being unfair?
tusker wrote:

Fully agree with the very measured response by @davidabidoo . There are perhaps some issues that you might park while dealing with more urgent matters; I suggest the issue we are complaining about, which has clearly reached the point where it is loosing you customers, falls into a priority category. Does Deezer have policies to manage such situations? At the very least, I would have thought contacting those affected at least once a week with updates isn't too much to ask.

Frankly, when I read the statement 'Sorry it's taking some time, there's so much our teams can do at once. It's working-in-progress though, hopefully soon it stops being a problem', I take the following away as the true meaning:

  • We are aware of this but are not giving it much attention because we have much more important things to do with our time
  • Don't call us, we'll call you (we all know what that really means)
  • Don't bother raising this point again because we aren't really that interested.
Or am I being unfair?


I think you're being perfectly fair. It does seem like this issue is at the bottom of the pile.

I've started an extended free trial with Google play music which extends to you tube music too and have cancelled my sub.

Guess what so far when I ask for a song to play it plays it. Isn't that amazing!

It's a shame as I had been using deezer for years but oh well.

Hope they do sort something for this soon for anyone sticking with it further but 3+ months is far too long.
Happening to me also. Worked fine yesterday. I am playing directly from a playlist I created, but also happens when I request a particular song or artist. Plays 30 seconds and then jumps to another song. I was a satisfied user of Napster/Rhapsody for several years and only switched to Deezer because it seemed to be the best service compatible with Google Home. I may have to switch to another service if this is not remedied soon.
To be fair, neither problem hasn't happened for the last 3 to 4 days. Whilst this is obviously good news, as I stated above: "At the very least, I would have thought contacting those affected at least once a week with updates isn't too much to ask.", it would be nice to be kept informed what Deezer has discovered about the issue, what they are doing about it, and when it should be resolved. Not too much to ask, IMHO.
I get this issue as well. Seems not high priority as this issue was reported months ago. Will be using an alternative provider. Glad only used a trial period.
Here too. Are there better options for Google Home? Spotify or Google Music?
Deezer is having this problem again and again and I am tired of it. I have a full premium account but Deezer keeps stealing my time.
I have the exact same problem. Sometimes it will say playing but no sound is heard. If I say next song then it will work but only for 30 seconds. I I have a Deezer premium family account. Both the google email and Deezer email are the same (I am using G suite so it is not @gmail however).
Userlevel 7
Badge +5
Hi there, we have pushed a fix and we could see that this has worked for some of our users. Since some still have problems, we will forward your cases and have the developers have a look again
Hey guys, same problem here. Any idea when we can have this sorted? There are over 4 million devices like this in the market. The user experience you are providing is so frustrating.
Guilherme Selles wrote:

Hey guys, same problem here. Any idea when we can have this sorted? There are over 4 million devices like this in the market. The user experience you are providing is so frustrating.



Thanks! I haven't seen the problem recently - maybe it did fix it. I will post if it reappears.

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