Invalid Service

[Neversaydie]

I  have just bought an LG Smart Tv and have tuned it in via freeview and the guide shows that i have all the channels installed. However I am a Racing tv subscriber and the guide shows channel 261 as installed but when i try to access it I get a message saying 'Invalid Service' with an animation and a blank screen. I had no issues with my previous tv so am a little baffled by the fact that i cant receive racing tv on my brand new LG tv. Is this a compatibility problem or is that i need a flash player installed to stream racing tv. Can someone please offer a reason and a solution for this as it is driving me batty.

 

[Tinks]

38 minutes ago, TonyB said:

My TV is the OLED55E8 PLA and the web OS version is 4.1.3.5624 (goldilocks-glacier). Weird that it's just the the UM range that's affected.

Thanks for reporting back on the screensaver.  In fact the LG OLED TVs have no option to switch off the screensaver, given their higher potential for screen burn or image retention. It kicks in after two minutes when you're watching a radio channel but it's very irritating that it also happens when streaming a live video channel that happens to be broadcasting via IPTV. I suppose it could be classed as a bug.  I'll try and find out if the 2019 OLEDs also have the issue.

 

 

I think it's definitely a huge hiccup on Lgs behalf.  Have you called customer services for an explanation at all? The more people that call in the better...they told me they wouldn't do an update unless they get more complaints! 

What a shame you cannot turn off the screensaver. What happens if you shake the magic remote...surely that should activate and the screen saver would disappear...not that that is acceptable but it might be a quick fix? 

We recieve the signal from freeview and need the internet for the IPTV interactive side of these channels. Obviously something is awry if our models are not even recognising the on demand side despite getting signal and yours recieved the on demand yet blocks it somehow and imposes the screen saver.  

[TonyB]

2 hours ago, Tinks said:

I think it's definitely a huge hiccup on Lgs behalf.  Have you called customer services for an explanation at all? The more people that call in the better...they told me they wouldn't do an update unless they get more complaints! 

What a shame you cannot turn off the screensaver. What happens if you shake the magic remote...surely that should activate and the screen saver would disappear...not that that is acceptable but it might be a quick fix? 

We recieve the signal from freeview and need the internet for the IPTV interactive side of these channels. Obviously something is awry if our models are not even recognising the on demand side despite getting signal and yours recieved the on demand yet blocks it somehow and imposes the screen saver.  

It does seem to be a huge oversight by LG regarding these issues. I haven't phoned LG support yet as I'm phobic about support call centres as they're all so clueless or wilfully unhelpful, but I suppose I should go through the motions!

I don't want to make this thread off topic as there are two other threads on this forum dealing with my specific issue, but just to confirm that shaking or touching any button on the remote does clear the screen saver but it kicks in after another two minutes, so it's not really a workaround. 

[Tinks]

You can email them too. I'm going to email now so I have a paper trail. 

I was told if an attenuator didn't work then I would need a new ariel...so cost me a further £65 plus £5 for the attenuator.  Then I was fobbed off with lots of excuses which I have proved wrong by ringing Freeview, planet knowledge channel and arqiva who provide the multiplex for the IPTV channels.

  I'm still waiting for a call back from the complaints team. I wonder who their ombudsmen is because I'm fed up of having to chase this problem and do LGs dirty work for them. They should be chasing the channel providers etc not customers. 

As for waving the remote, it's really not on that you have to keep waving it in order to watch something. Hardly fit for purpose is it really.  

I remember Samsung fitting cheap capacitors and they rectified thousands of sets at their expense and rightly so. 

They can't blame these issues onto old technology or format of channels/freeview/multiplex as they are all HBB. 

 

[Neversaydie]

Hi Tinks

In the end I kept the TV and after help from my son I resolved my issue by buying a freeview set top box. Now I can access the Racing TV channel which is all I wanted in the first place. Wouldn't you have thought that LG help/support would have been able to suggest such a simple fix to the issue. I'm happy now and so is the wife as she said that if I didn't find a solution or didn't shut up about it the TV would have gone through the front window. Winners all round!

 

Cheers for all your help Tinks 

Graham

[51.sqn]

On 11/24/2019 at 8:39 PM, TonyB said:

My TV is the OLED55E8 PLA and the web OS version is 4.1.3.5624 (goldilocks-glacier). Weird that it's just the the UM range that's affected.

Thanks for reporting back on the screensaver.  In fact the LG OLED TVs have no option to switch off the screensaver, given their higher potential for screen burn or image retention. It kicks in after two minutes when you're watching a radio channel but it's very irritating that it also happens when streaming a live video channel that happens to be broadcasting via IPTV. I suppose it could be classed as a bug.  I'll try and find out if the 2019 OLEDs also have the issue.

 

 

Hi  Just thought I would add to this ... I've just bought a new LG 49SM8600PLA  and the problem you are all describing here has affected my TV after it updated
The SW Version on my TV is 4.7.0.50204 (goldilocks2-gulaga)

Does anyone know if this sort of problem makes the TV "unfit for purpose" within the terms of the Consumer Rights Act 2015 ?

 

 

 

 

 

[Tinks]

On 11/27/2019 at 5:25 PM, Neversaydie said:

Hi Tinks

In the end I kept the TV and after help from my son I resolved my issue by buying a freeview set top box. Now I can access the Racing TV channel which is all I wanted in the first place. Wouldn't you have thought that LG help/support would have been able to suggest such a simple fix to the issue. I'm happy now and so is the wife as she said that if I didn't find a solution or didn't shut up about it the TV would have gone through the front window. Winners all round!

 

Cheers for all your help Tinks 

Graham

Hi. I'm pleased you have got it sorted but it's really not good enough that you have had to buy accessories in order to view channels that are readily available on freeview. Happy viewing...finally! I can cast to tv using the planet knowledge app but the only reason I bought the LG was because of my previous set. If I'd have known it was a generic fault I would have got a Samsung! Still I have no apology for me wasting £65/70 on getting an ariel engineer in on their advise. 

[Tinks]

52 minutes ago, 51.sqn said:

Hi  Just thought I would add to this ... I've just bought a new LG 49SM8600PLA  and the problem you are all describing here has affected my TV after it updated
The SW Version on my TV is 4.7.0.50204 (goldilocks2-gulaga)

Does anyone know if this sort of problem makes the TV "unfit for purpose" within the terms of the Consumer Rights Act 2015 ?

 

 

 

 

 

That's odd then 51. Considering they are saying it's not a software issue, having an update causing the issue that some of us already have, says clearly to me it is indeed due to software. I've turned off auto updates on my 2018 set for this reason. Can I ask what happens if you press the red button when watching BBC1? 

As for in fur for purpose, they are just blaming everything else but themselves. By designating sets to have HBBTV only leaves issues at the moment As MHEG has not been phased out. I wonder who the ombudsmen is for this kind of thing? 

[51.sqn]

8 hours ago, Tinks said:

That's odd then 51. Considering they are saying it's not a software issue, having an update causing the issue that some of us already have, says clearly to me it is indeed due to software. I've turned off auto updates on my 2018 set for this reason. Can I ask what happens if you press the red button when watching BBC1? 

As for in fur for purpose, they are just blaming everything else but themselves. By designating sets to have HBBTV only leaves issues at the moment As MHEG has not been phased out. I wonder who the ombudsmen is for this kind of thing? 

Hi Tinks, When I press the Red button on BBC1 I get the BBC news channel displayed with various news videos ... I don't get teletext. Is that the normal behaviour ?

I'm in dialogue with the Retailer about my issue as they haven't encountered it so it makes me think that there may not be a satisfactory resolution to this.

 

[AHHHHHH!]

Hi All . This has been driving me nuts as well. LG customer support say that Ketchup TV channel 211  and planet knowledge chanel 265 and a load of others broadcast is MHEG. They said that this is an older technology not supported by their 2019 models. There only suggestion was that i contact the relevant broadcasters and as them to update there broadcast to HBBTV. The retailer Richer Sounds was also unaware of this issue and it is not something that has been highlighted in any of the review or information.

I want to confirm that this is the case as i don't trust LG support It dose not make sense to remove a function that is still in use when the TV has the power and processor to handle it with no problem. 

Looking on the internet it dose not seam that a huge number of people have had this so i want to make sure it is  not a fault with my set or a random setting.

Either way LG are not interested in finding a solution and the retailer said they cant help and were not aware of the issue

I have reported this to BBC Watchdog as i think it is unacceptable that i can be sold a new smart tv that cannot receive channels broadcast through Freeview and available on epg.

If enough people report it to them they will do an investigation 

 

[xanda]

We too have this issue. None of the suggestions regarding inline attenuation, software updates or resetting will have any bearing here because it is a drop-off with the LG platform (and a major one at that).

As far as those who are considering trying for a refund, there are essentially two options:-

1. If the set was ordered online then exercise your 30 day right to reject.
2. If past this point then there is scope for arguing it's either unfit for purpose, not of merchantable quality or,  as-is perhaps more likely,  reasonably expecting the set be used with such services i.e. the set is meant to work with Freeview[HD] services . There is more than one way to skin this cat... 😵See:  
   link hidden, please login to view

The problem won't get fixed until LG, and perhaps Freeview et al get their heads together.

To get their attention please up-vote this Facebook post on LG's official page: 

Hope this helps. 👍

[Tinks]

On 12/12/2019 at 3:53 PM, xanda said:

We too have this issue. None of the suggestions regarding inline attenuation, software updates or resetting will have any bearing here because it is a drop-off with the LG platform (and a major one at that).

As far as those who are considering trying for a refund, there are essentially two options:-

1. If the set was ordered online then exercise your 30 day right to reject.
2. If past this point then there is scope for arguing it's either unfit for purpose, not of merchantable quality or,  as-is perhaps more likely,  reasonably expecting the set be used with such services i.e. the set is meant to work with Freeview[HD] services . There is more than one way to skin this cat... 😵See:  
   link hidden, please login to view

The problem won't get fixed until LG, and perhaps Freeview et al get their heads together.

To get their attention please up-vote this Facebook post on LG's official page: 

Hope this helps. 👍

Well I'm not so sure if LG are really aware of the cause as an earlier poster lost channel 265 after a software update which leads me to believe it is a software and not something that needs 'New parts' as stated in neversaydie's email he recieved from them.  I think this issue is to do with programming of the OS and conflicts. My red button shows carousel failure due to OS often.

I have spoken to freeview and the service is running fine and dandy on my 2018 set which runs HBBTV.  I will check out that post on Facebook.

 

[xanda]

39 minutes ago, Tinks said:

 I think this issue is to do with programming of the OS and conflicts.

We agree - it almost certainly is a firmware issue.

For anyone else following this thread: Please do check out the Facebook post and give the oxygen of 'likes' if you're able to. Thanks.

[Tinks]

1 minute ago, xanda said:

We agree - it almost certainly is a firmware issue.

For anyone else following this thread: Please do check out the Facebook post and give the oxygen of 'likes' if you're able to. Thanks.

I have left a response *or two, on Facebook. Here is a copy of the email response as requested. 

[xanda]

We also received a response from Freeview, words to the effect of 'some sets will and some won't'. What this essentially means is that some streamed only services, (as described in this thread and the link below) are incompatible with some makes & models.

This is borne out by Tinks' investigation.

The long and short is that the Freeview logo does not represent a consistent level of service as broadcasters and manufacturers are (currently) free to employ different standards.

link hidden, please login to view

🤔

There may be a silver lining to look forward to though...

According to the DTG, there will be a complete switch-over in due course. For the basic lowdown see:-

It could be that LG are ahead of the game and maybe all that is required is some patience? At the same time, it's appalling that the first line support services of both LG & Freeview are ignorant of what the situation is. 🤨😡

This being so, please up the ante by hitting that 'like' button... 👍

Edited December 19, 2019 by xanda
Link update

[Tinks]

Yes they are ahead of their game as MHEG is being phased out but it's too early to phase it out on sets until the changeover is complete. As this thread has proven, customers are missing out...not a good recipe for customer relations. 

 MHEG and HBBTV can run alongside each other as can be seen in my 2018 set so why jump ahead of the game only to find many customers are unduly disappointed at purchase of these tv's. 

 

[xanda]

We couldn't agree more - it's a shockingly poor show from LG.

Indeed, here is a partial quote from the LG Facebook team:-

Quote

...a response from our team. This is not something that we have any control over here at LG.

Our tuners only support channels on a HBBTV format. Older channels are using an older format and so the TV will either not receive this or it will show "invalid service". This is based purely on the channels themselves, and they would need to be updated by the channel broadcaster.

We would be happy to raise this as a customer concern to highlight your issue; however, at this time there would be nothing we can do from our side of things.

They might perhaps have a point and it might be that it's a waiting game. Yet it beggars belief that despite knowing what the situation is they are more than content to basically 'stick it' to their customers.

To our mind at least, buying a set with the Freeview logo means it should work with all Freeview services; it's dishonest otherwise.

[Tinks]

On 12/21/2019 at 2:18 AM, xanda said:

We couldn't agree more - it's a shockingly poor show from LG.

Indeed, here is a partial quote from the LG Facebook team:-

They might perhaps have a point and it might be that it's a waiting game. Yet it beggars belief that despite knowing what the situation is they are more than content to basically 'stick it' to their customers.

To our mind at least, buying a set with the Freeview logo means it should work with all Freeview services; it's dishonest otherwise.

Hi xanda, Im not sure if you left the partial quotd out?

I can't see how one of the previous posters lost his channels after an update....unless it was not a 2019 set.  As I stated on Facebook, they should have a disclaimer on the box, or inform the sales outlet that these sets are not capable of receiving the channels, giving the customer a choice to buy it or not. After all, the only reason I bought a new tv for a different room, was so I could watch these channels.  The UM74/UM70/UM76 models are ones I know of, that do not have the capability to receive these channels.  

[51.sqn]

Hi again - just thought I'd share the LG email reply I received recently in relation to this issue. It doesn't add much to the sum total of discussion

so far .... but it shows that LG Customer Services are being somewhat intransigent and trying to shift the blame.

[Neversaydie]

Thanks for this 51,sqn.

I agree ,they just seem to be blaming everyone but themselves.

[AHHHHHH!]

I think the LG response is unacceptable. Their TV should be able to receive all the current freeview channels just as their 2018 sets do. This was a decision made LG that give the consumer no choice . I have reported this to BBC watchdog program I hope some more of you do this as well as i think it is well out of order.