Tinks

On 11/23/2019 at 10:17 AM, Neversaydie said:

Just totally confused with the whole issue Tinks. I'm no expert on the hardware or software that TV's operate under so don't really understand what it all means. In your opinion, is there anything that LG could potentially do to improve or resolve this software issue?

 

Regards

Sadly I'm not an expert either but after this issue I have done a lot of searching. Even the BBC state they are recoding for HBB yet still incorporating MHEG so nobody misses out.  The tv's we own have HBB capability; the channels we cannot receive are HBB format.  

I believe it is a fault in the software of LG. Even the red button on BBC reports a carousel failure of WEBOS 4.5 HBBTV. The red button uses hybrid code. 

not sure if that model is alexa configured but I use the alexa app (on phone or with echo)to turn tv on and off. You don't need the echo, just the app and connect it to tv. 

Have you got Google home on your mobile? I had to download Google calendar on my phone for it to work. 

Have you tried pressing the Mike on magic remote? This brings up options first try. 

Are the tv/google home on phone, both on the same Wi-Fi channel?

I found, with the Google assistant, any previous entries in your calendar will not be recognised. I had to re input diary dates verbally to Google for new diary entries, it then recognised them and worked ok. 

20 hours ago, Neversaydie said:

Hi Tinks

Not received my attenuator yet but please see below a response that I got from LG Help/Support. To be fair I have no idea what they're talking about. As far as I'm concerned  TV is a TV, I don't look into what format it operates under.

 

Thank you for your response. I have had another look into this for you.

It is possible that your old Toshiba smart TV was formatted to MHEG channels whereas our models are not. We would be unable to repair this feature though as it is a compatibility issue, so if the TV were to have parts replaced they would be formatted the same way and therefore you would have the same issue.

I am sorry to hear that you are very unhappy about this. I would be glad to raise a customer suggestion for you regarding the formatting of our channels however I cannot guarantee that anything will be changed because of this.

Kind Regards

Chloe  | LG Electronics UK Helpdesk

LG Customer Services
UK: 0344 847 5454 Ireland: 0818 27 6954
Mon-Sat 9am to 6pm
Closed bank holidays
[www.lg.com/uk]www.lg.com/uk
You can even reach us via our Web Chat facility through the LG UK website
http://www.lg.com/uk/support/contact-customer-support

Thanks for posting their response. I'm a tad confused them saying their tv's do not use MHEG as that really has no baring on this issue. I have contacted the company that supplies the platform for planet knowledge and they stated categorically that the format is HBB that LG incorporates.  I'm not sure why they would have to replace hardware as MHEG/HBB is a software issue. 

Sorry to hear attenuating did not work and you has an extra expense. 

I think it's either an issue with the UM models or the WEBOS 4.5. My old set is WEBOS 3.5 and runs the hybrid channels perfectly. 

I have returned and replaced my defective set for UM7000PLA....another defective set and very bad on the eyes. This model still does not have the capability to access the hybrid freeview channels on uhf25.

So yet another return tomorrow. Good luck with them investigating. They informed me they would only programme a new update if they had more complaints! In fact, I don't even think LG staff even knew what I was talking about as they referred me to freeview play and that was a tech engineer who just happened to be in the room at the time! Good luck...I think we need it. 

Apologies if it doesn't work for you either but I was just passing on LG customer services recommendation and 'expertise.

Sadly it failed for me but I hope you have more luck. Can I ask what model you have? And thanks, it would be good to hear if attenuating worked for you or not. 

On 11/16/2019 at 1:32 PM, Neversaydie said:

Thank you Tinks for your reply and advice. I'm going to try and reduce my signal to your suggested level and have ordered a RF Inline Attenuator to do this. I will try this when I receive it and hope that it resolves my issue. Thanks again for the info.

Sorry to be the bringer of bad news but attenuating did not work. The ariel engineer came round and even replaced the ariel AGAIN due to this issue (this was advised by LG customer service if attenuating failed) and guess what...it still did not work. So I am now another £65 down. 

He noticed it was ALL the interactive hybrid channels on UHF 25 that had invalid service.  All non interactive channels on UHF 25 work perfectly fine. 

My older LG has NO issues at all. The engineer even took the tv downstairs and hooked it up to old lg tv cables/ariel/internet...still same issue. 

Reset router, reset Tv. He noted that the TV is not updating to new SW version 04.70.20 but is stuck on 04.70.03. 

I also contacted freeview and planet knowledge and it's not their end. 

This crap TV has cost me a lot of unnecessary money in trying to rectify a fault that is obviously LGs end. 

11 hours ago, Neversaydie said:

Thank you Tinks for your reply and advice. I'm going to try and reduce my signal to your suggested level and have ordered a RF Inline Attenuator to do this. I will try this when I receive it and hope that it resolves my issue. Thanks again for the info.

No problem. I went out and bought a variable attenuator today but sadly forgot the correct connectors to go with it so will have to sort it another day.  I hope it works for you.  Best of luck. 

Hmm same problem here with the UM7400.

Apparantly it is because your ariel signal is far too strong and this will cause interference with the tv, therefore stopping some services/channels/HD channels. LG tv's need between 70-85 signal strength. 

I was also told it was freeview at fault. 

However, my older LG tv (last year's model) runs absolutely fine on vision tv, planet knowledge, channel 261 etc.