JustTrains - unable to get any help

[BadWhippet]

Does anyone know how to obtain proper support from JustTrains?

I submitted a support request (using the support form) a month ago about an Isle Of Wight scenario pack (I can't complete the first scenario because of stupid stuff like signals stuck on red and getting no response when asking to allowing my train through). I've tried it three times now. I tried a couple of the others and they were fine; it's just the first scenario.

I've been chasing up the request in the JustTrains forum and was told there that my support ticket had been received, but there has been nothing since in a month. I saw their sales today and was tempted by two scenario packs I'd love, but if there are problems with these and no support provided, I'm not going to risk it. I'm pretty sure JustTrains used to be great at support, so I'm sad that's it's perhaps not so great now.

Anyone have any ideas (beyond the contact form and the JustTrains forum) on how else to seek help?

[gptech]

JT are often considered to be the best at support, in fact there's another thread started today praising them, so I'd consider your problem a rarity.

The signal you can't pass------is the train effectively going in reverse?

[adrianinwales]

your experience seems somewhat at odds with my own - see my thread posted only this afternoon.

I'm sorry you're struggling - even more annoying when you read my own posting - apologies for that.

All I did was go on the tech support page follow to path given and complete the online support request form.

I've done this more than once in the last week or two and each time the reply has come back within 24hrs or less and more than that, has been really helpful.

I know this doesn't help you - but it's worked well for me

Adrian

[BadWhippet]

In the past I also had good experience - but this time no joy. I submitted my support request at the end of February, and sought follow-up in March. I'd be suspicious of the contact form not working if it wasn't for the fact someone popped into my thread at the beginning of March to say my request had indeed been received and was being looked at. I've since posted in the thread a couple of times seeking an update, but nothing.

The scenario I'm having problems with is as follows (I copied my post from the JustTrains forum below):

I recently purchased The Cross City Trains Isle Of Wight scenarios pack but I'm having a couple of problems with the scenario numbered CCT#1 Electrostar Island. Note: I've attempted this scenario twice just in case it was me, but the same faults happened in both attempts (which could be me TWICE, admittedly)...

First problem: At the departing station Ryde St John's Road there is a signal stuck on red. My request to pass is unanswered. If I wait, another train pulls forward about 100 yards and that too waits indefinitely. My request to pass still does nothing and that train is also stuck. If I switch cab ends to face the track buffers and make the request facing the wrong way, I'm given permission to pass. However, if I stay in the correct cab with my request unanswered and wait, the signal remains on red. If I depart without permission, a second signal is also red but allows me to pass.

Second problem: Stage 1 of the scenario requires passengers to be picked up at Sandown, and then switch cab ends. After switching cab ends, the signal ahead (at the end of the platform) is red, but requesting to pass this signal does nothing. I passed it anyway in the end - no warning or mention of crossing a red signal in the scenario results.

Final problem: the final stage (#6) requires picking of passengers from Ryde St John's Road. However, the train doors will not open at this stage, and no passengers join or leave the train (I'm within the extents of the platform). There seems no way to achieve this step as a result and the scenario results in failure on any attempt to leave the station. I found that changing ends and driving the train back a fraction allowed the doors to open, but the scenario fails anyway because one of the stations is not counting passengers being collected (I imagine this last stage). This problem makes the scenario impossible to complete.

[gptech]

Try the scenario again, but this time use Ctrl & Tab together to request permission to pass the signal.

[BadWhippet]

Just had a reply direct from Martyn at JustTrains - he saw me moaning in the forums here!

A very nice reply and apology too. The scenario was indeed fixed by the developer and an update was uploaded, but some muddle in the system meant I wasn't told about it. I'm embarrassed to say I never thought to look for any updates since my support request. Next time I WILL look before whining.

Anyway, a big thank-you Martyn for the note and fix (and the bonus points), and thanks to everyone else for trying to help too. Off to download the update.