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]

These channels are already 'hybrid' as they are an IPTV service...both internet and OTA. I doubt we will get a response from LG even if they read these comments. Wash and hands springs to mind. 

[Geren]

@David38  Thanks for passing that gem on.

So VOD365 say there is an LG hardware fault that their TVs can't receive signals now which aren't being transmitted until later in the year. We need LG to upgrade the software to fix this issue quickly.   Then, when we can receive the RacingTV results from a few months in the future, we can all clean up at the bookies!

The problem I've always had with communications industry companies is that they don't understand questions. You ask "Is there a fault?" and they answer the question "Is there a fault we can let you know about without admitting that we are in any way connected with the fault?". Hence, the customers are frustrated and the company keeps its little faults to itself as a matter of National Security.

At least we know now.

Cheers

[Tinks]

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. 

[Neversaydie]

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.

[Tinks]

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. 

[Tinks]

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. 

[Neversaydie]

Hi Tinks,

Really sorry to hear that attenuating didn't work. I'm still waiting for my attenuator to arrive but will let you know if it works with me. Not holding my breath though.  I totally agree with you that it's an LG issue but they don't seem to be able to offer any help or resolution to the problem. I think it's all rather disappointing that you can go and purchase what you consider to be an upgrade in your tv experience only to find that what you have actually done is downgrade. Bit peed off with the whole situation. 

[Tinks]

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. 

[Neversaydie]

Hi Tinks. We can only try attenuators, if it works great, if not.nothing lost .I have the  LG 49UM7390PLC model. I have wrote an email to the LG help & support team asking them to investigate further and telling them how disappointed I am in their product. I can't believe that in this day and age they can't rectify this simple issue. I thought I was buying a brand new super dupa upgraded TV and all I've got is a disappointing downgrade.

Speak again when I've tried the attenuator.

 

Regards 

[Tinks]

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. 

[Neversaydie]

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
[

link hidden, please login to view

]
You can even reach us via our Web Chat facility through the LG UK website

[Neversaydie]

Hi Tinks

 

Just to let you know that I have tried the attenuator but as we suspected it made no difference.

[Tinks]

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
[

link hidden, please login to view

]
You can even reach us via our Web Chat facility through the LG UK website

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. 

 

 

 

[Neversaydie]

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

[TonyB]

Hi guys, I just found this thread whilst investigating another issue with IPTV over Freeview (the hybrid channels). Please would someone confirm whether or not the screen saver fireworks kick in after a few minutes when watching these channels? A number of people with LG OLED TVs including me (E8) have this issue and there's no way to override it. Very annoying.  For some reason the TV thinks that the video stream is a static image.

I'm happy to check whether I can receive streams on UHF channel 25 if they could be listed here, and I'll confirm my signal strength.

Edit: the IPTV streams are on UHF channel 29 in my area - signal strength 94%, quality 100%. I confirm I can receive Planet Knowledge and all the others, therefore I think the theory about high signal strength being the issue is incorrect.

[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. 

[Tinks]

8 hours ago, TonyB said:

Hi guys, I just found this thread whilst investigating another issue with IPTV over Freeview (the hybrid channels). Please would someone confirm whether or not the screen saver fireworks kick in after a few minutes when watching these channels? A number of people with LG OLED TVs including me (E8) have this issue and there's no way to override it. Very annoying.  For some reason the TV thinks that the video stream is a static image.

I'm happy to check whether I can receive streams on UHF channel 25 if they could be listed here, and I'll confirm my signal strength.

Edit: the IPTV streams are on UHF channel 29 in my area - signal strength 94%, quality 100%. I confirm I can receive Planet Knowledge and all the others, therefore I think the theory about high signal strength being the issue is incorrect.

Hi Tony. 

Thanks for checking the channels. My 2018 LG TV has 100% signal and recieved the IPTV channels fine. The UM models seem to have an issue with it.   Do you mind giving me your model number and WEBOS please? 

I have checked the IPTV channels and I get no screensaver at all. You can turn this option off in settings...not sure if you have tried that at all? 

[Neversaydie]

Hi Tinks

Thanks again for your thoughts regarding my LG issue. I've become so confused and disillusioned with the whole situation that I have decided to sell the wretched tv. Thank you so much for help over this matter but as I say I've just had enough of it now and am going to invest another TV.

 

Regards

Graham

[TonyB]

31 minutes ago, Tinks said:

Hi Tony. 

Thanks for checking the channels. My 2018 LG TV has 100% signal and recieved the IPTV channels fine. The UM models seem to have an issue with it.   Do you mind giving me your model number and WEBOS please? 

I have checked the IPTV channels and I get no screensaver at all. You can turn this option off in settings...not sure if you have tried that at all? 

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.

 

 

[Tinks]

1 hour ago, Neversaydie said:

Hi Tinks

Thanks again for your thoughts regarding my LG issue. I've become so confused and disillusioned with the whole situation that I have decided to sell the wretched tv. Thank you so much for help over this matter but as I say I've just had enough of it now and am going to invest another TV.

 

Regards

Graham

How about trying to download the Racing TV app on your phone and cast it to the tv? 

 Or can you not return it to where you purchased it? Explain to the merchant what has happened. Along with Tonys screensaver issue, it seems that this 4.5 LG OS is not recognising the HBBTV channels for what they are. 

[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. 👍