New Freeview On Demand Service no longer compatible on my LG TV

A few weeks ago, all was working well on the original On Demand Service through my LG smart TV using the hbbtv service.

Due to an issue with a different app I found myself having to perform a reset of the TV, which then gave me the new Freeview On Demand Service through hbbtv. Upon loading I found that TV shows wouldn't load, and could find no online help regarding this. Then as quickly as the new service arrived, it disappeared, prompting me to contact Freeview.

I was then told that as my LG TV was a 2014 model it was no longer compatible with the new service.

I have yet to receive a reply to explain exactly why this is the case, as it had worked on the previous service (TVNZ, TV3, Maori) with no issues. This was over a week ago.

The only reason that I can see is that it is an attempt to force consumers to buy a new TV, keeping electronics firms making money and consumers out of pocket. 

I have also requested that my email be logged as a complaint along with details of their governing body/ombudsman in order to take this matter further. 

Looking through the Internet there should be no reason that a Smart TV that has Hbbtv compatibility, regardless of era, should not work with all On Demand services in the country that they are made for.

Anybody else having the same problem? 

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I'm with you Thomas. LG TV working with on demand working perfectly. Now nothing when I push the red or green button on remote. My tv is a 55LB7500 which I believe is a 2014 model so effectively screwed. What do we do? There must be tens of thousands of tv owners who can now no longer get freeview on demand. Can't they keep the old system (for the older tvs) and run it along side the new. Surely they must know the numbers of people they are now shutting out of freeview on demand? Maybe not? There is no way I am buying a new TV - mine is only 3 years old!

It's an absolute farce Roy. 

I still haven't had a reply from them, and I posted this on 22/11. Alright, it's Tuesday now, but still, somebody needs to be on the ball, and somebody needs to be accountable. 

There's no information online about who governs Freeview, there's only the Broadcasting Standards Agency, and they're only to deal with complaints relating to actual broadcasts. 

I'll keep updating as and when (or if) I hear anything. 

Thanks for the support and feedback. 

Roy Lee said:

I'm with you Thomas. LG TV working with on demand working perfectly. Now nothing when I push the red or green button on remote. My tv is a 55LB7500 which I believe is a 2014 model so effectively screwed. What do we do? There must be tens of thousands of tv owners who can now no longer get freeview on demand. Can't they keep the old system (for the older tvs) and run it along side the new. Surely they must know the numbers of people they are now shutting out of freeview on demand? Maybe not? There is no way I am buying a new TV - mine is only 3 years old!

What do we do? I just complained on the support page - I'll let you know if i get a reply.

I use a smart dns service to get BBC Iplayer and Hulu through my "old" LGTV - works perfectly and BBC Iplayer would have way more titles than freeview on demand. They need software engineers that know what they are doing - this fancy schmancy interface they have created on the "new" freeview on demand version is obviously too memory hungry. If Youtube can work then any other streaming app should also. Frustrated and angry!

Thomas Casey said:

It's an absolute farce Roy. 

I still haven't had a reply from them, and I posted this on 22/11. Alright, it's Tuesday now, but still, somebody needs to be on the ball, and somebody needs to be accountable. 

There's no information online about who governs Freeview, there's only the Broadcasting Standards Agency, and they're only to deal with complaints relating to actual broadcasts. 

I'll keep updating as and when (or if) I hear anything. 

Thanks for the support and feedback. 

Roy Lee said:

I'm with you Thomas. LG TV working with on demand working perfectly. Now nothing when I push the red or green button on remote. My tv is a 55LB7500 which I believe is a 2014 model so effectively screwed. What do we do? There must be tens of thousands of tv owners who can now no longer get freeview on demand. Can't they keep the old system (for the older tvs) and run it along side the new. Surely they must know the numbers of people they are now shutting out of freeview on demand? Maybe not? There is no way I am buying a new TV - mine is only 3 years old!

Yes there is.

http://www.freeviewnz.tv/

Just go to their website and under their Pull Down Menu "Support" you'll easily find how to contact them about problems.

http://www.freeviewnz.tv/support/contact-us/

Thomas Casey said:

There's no information online about who governs Freeview

Hi Biggles, 

I've already contacted Freeview using their support page. 

The issue I have is that they are not willing to respond to my enquiries regarding why Freeview On Demand is no longer compatible with my TV, nor provide details of their governing body/ombudsman. 

Probably because the customer couldn't possibly be right but they always are! Fortunately I don't have the problem as I have a HTPC and an Android TV box plus an 8 yr old TV. Mind you, if Netflix and others can get it right surely Freeview could! Maybe they're worried too many people will start to say their TVs are not fit for purpose under the CGA and they have to own up to the problems?

Hi Thomas

Freeview manages platforms for free-to-air TV and provides a free service to viewers; as such we don’t receive any “kick backs” from manufacturers.

We launched our original HbbTV platform in July 2015. 

2014 TVs were not originally compatible with our HbbTV platform; and the manufacturer of your TV released a firmware update for some of their 2014 LG TVs to enable those TVs for HbbTV.

Earlier this year, we upgraded to the new platform to improve stability, streaming and content discovery; and because the pre-existing HbbTV platform was coming to the end of its serviceable life.  

Unfortunately the 2014 LG TVs are not able to handle the Digital Rights Management (DRM) required to protect content copyright on the new platform and is therefore not able to stream videos on the platform.  

We had already dedicated significant time and resource to develop versions of the new platform so that it works across as many devices as possible.  In the case of your TV, we’re not able to correct the DRM issue as we’re not in a position to release any updates for those TVs (or any device, for that matter, as firmware updates are released by the manufacturer).

We understand that this is disappointing and will continue to work with our developers to better future-proof our platforms going forward.

You can still watch Live TV channels on Freeview on your LG TV and stream all the programmes available on TVNZ OnDemand, ThreeNow and Maori TV online through their respective websites.

We appreciate this may be less convenient than viewing your selected programmes on your TV directly, but hope that you’ll still continue to find enjoyment in all the great local and international programmes on free TV.

Kindest Regards

Josh

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