Problems with MSN Adcenter - Can anyone from MSN Help?

msn adcenter

[TravelPixel]

So we signed up for msn adcenter last month and have been pretty happy with the results up until a couple of days ago when I noticed refferals from msn dropping.

Upon investigation on a particular term I saw we were appearing infrequently in the top 3 spots (the adcenter system reports impressions at number 1 spot). Sometimes we would appear at 1, sometimes at 3 and then most worryingly, we wouldnt appear at all! I notice other advertisers do rotate positions aswell, but they do not drop out altogether. As far as i can see our bid is high enough, our CTR is good and everything looks fine....which is why this is frustrating.

Just for clarification this is happening on various other terms aswell from a search on msn.co.uk or windows live.

This is something that has happened in the last few days and I have had some pretty generic and unhelpful responses from the support center. Being based in the UK I have no choice but to email support but this has not helped, I wonder if anyone on here (or from msn) can help us out?

We want to spend money on adcenter but the system isnt letting us!

D

[chrisuk]

Yep there is a prob in the UK at the moment with ads not appearing or appearing once every 30 or so search impressions, seems quite widespread although I dunno if its just the UK.

I reported it yesterday, the reps don't appear to know how to fix it so as far as I know its been escalated to the engineers. When I called this morning there was still a problem.

Its easy to see whats happening on the front end at live.co.uk, many competitive terms only have the same 3-4 advertisers with the rest blinking on and off so thats why impressions are way down on your ads and thus referrals in turn have tanked. My clicks completely dried up yesterday and today is the same, hopefully it will be sorted soon but its obviously not an easy fix as its been like this almost two days solid.

[adCenter411]

TravelPixel and chrisuk - is this still happening for you? There are two possibilities I can think of here. One- we had some ad delivery issues over the weekend which should have been resolved as of Sunday morning Dec. 3.

Another option - do you have your budget set to "Divide budget across the month"? We recently implemented a change to this feature so that it more accurately predicts how many impressions your ad should receive to best use your budget. So in some cases, you won’t always see your ad because it is being spread evenly across the month in order to minimize the chance of the budget depleting prematurely.

Please let me know what you think - I'd like to help you get this resolved.

Thanks,
adCenter411

[Swanson]

adCenter411, I replied in the other thread a minute ago.

This problem started affecting me on Sunday in the UK - some ads stay in place but the majority only show 1 in 10/20.

I have NOT got divide budget across month in place and I have set very high budget limits (it is not depleted).

[Swanson]

By the way, I called UK support today and they said that many of their customers had reported the same thing and it had been reported to engineers.

I made an assumption that this is a problem that has resulted from whatever delivery problems occurred - as I was told it was not yet fixed for us here.

[Swanson]

In all seriousness, this is a big issue to me and I would be very happy to pass my account details etc. and examples by sticky so that this can be investigated properly.

[TravelPixel]

Our problems seem to have been resolved and impressions are back up, thank you.

Ill moniter the situation and let the board know if anything happens.

[webdudek]

I also have problems with UK traffic.
US traffic seem to be ok now.

[exmoorbeast]

Where is the Euro Rep, when you need them? USA seems to be back to normal, but clearly there is a UK wide issue.

[adCenterEU]

Hi All

I have been working with adCenter411 on this and a couple of individuals via stickymail in order to diagnose the issue here.

Our tech team have had no escalations from support in the last couple of days about intermittent ad display, other than legitimate one's where budget smoothing has been employed and has had to be explained.

We have them looking into it again and we will continue to work with individuals in order to come to a speedy resolution.

We apologise for any inconvenience these problems have caused - but please rest assured that 411 and myself are working behind the scenes in your best interests and will post back when we have some news.

Regards

adCenterEU

[exmoorbeast]

Thanks, sounds positive and good, especially the offer for sticky mail etc. We appreciate that gesture.

[adCenterEU]

Not a problem exmoorbeast - we're here to help!

People have been contacted and resolutions have been suggested pertaining to individual accounts.

At present there is no system-wide issue with intermittent ad delivery.

Have a great weekend all.

adCenterEU