BBC Radio 1's Hackney Weekend, problems encountered while booking tickets for the event

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Complaint We received complaints from people who encountered problems while booking tickets for BBC Radio 1’s Hackney Weekend. Our Response BBC Radio 1 is sorry for the problems people experienced whilst trying to book tickets for the event. On Sunday in particular these were as a result of technical issues caused by the high volume of traffic to the See Tickets website – and, whilst we did anticipate a huge demand for tickets, and tried to replicate the online surge this would cause, unfortunately the system was still initially unable to cope. This did inevitably result in extra pressure on the phone system. We had asked that, if no operators were free to answer calls, anyone else calling would hear an engaged tone – in part to ensure people were not left on hold, or incurring charges whilst waiting. This worked during the second booking window on Monday, but it appears that on Sunday, the external telecommunications company who operate the phone lines were unable to cope with the numbers calling. We have asked for a full report on why this happened, but it appears that calls were not being connected to the See Tickets call centre – instead people were played hold music, before being cut off automatically after approximately two minutes. BBC Radio 1 is sorry for the frustration and disappointment caused by these issues.

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