Question LG TV Bbc iPlayer video quality issues still on 05.20.04 firmware update

okdokey

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Anyone else experiencing playback issues using Bbc iPlayer app as highlighted here? :
I have updated to recent 05.20.04 firmware and playback issue still persists :(
Anyone else?
 
My LG TV started doing this about 2 or 3 weeks ago. Just at the start of a programme and then was fine. Now it does it all the time.

I updated to 05.20.04 last night and it made no difference at all. I also reinstalled iPlayer and again, it was exactly the same.
 
My LG TV started doing this about 2 or 3 weeks ago. Just at the start of a programme and then was fine. Now it does it all the time.

I updated to 05.20.04 last night and it made no difference at all. I also reinstalled iPlayer and again, it was exactly the same.
Thanks for posting.

It seems to depend on programme being played maybe? Eg 'Battlestar Galactica' plays ok after first few seconds of video distortion while 'Ladybird' film is unwatchable. I also tried 'reset to initial settings' twice yet issue still remains.

Will email LG to inform issue still not fixed. Can anyone affected do the same pls. Thanks.
 
It does seem to be the programme as you say. University Challenge did it for maybe 30 seconds at the start and was just jerky and then it was fine. I tried to watch Great Continental Railway Journeys last night all all episodes were unwatchable.

I've just emailed LG to say the problem has not been fixed with the latest firmware. Let's see what they say.
 
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It does seem to be the programme as you say. University Challenge did it for maybe 30 seconds at the start and was just jerky and then it was fine. I tried to watch Great Continental Railway Journeys last night all all episodes were unwatchable.

I've just emailed LG to say the problem has not been fixed with the latest firmware. Let's see what they say.
Emailed BBC iplayer team also to report problem still not fixed with update. At least it's 'under investigation' according to link.
 
I've had a response from LG:

I have taken a look into this for you and as you have updated your TV and the issue still remains after an update, I would like to offer to raise a VOC (voice of customer) for you to highlight the problems you have been experiencing to LG Head Office so they can look into a further fix as soon as possible. We raise VOCs to inform the departments in LG that are non-customer facing of the difficulties and suggestions that our customers have. Please note, once this is raised you will not be formally notified of this, nor will you be updated on the progress of the VOC as it is an internal process. If you would like me to do this please could you provide the following information;
Date of purchase
Postcode
First line of the address
Contact number
Preferred Title (Mr/Ms/Mrs/Miss/Dr)
Serial number

If you would like me to raise this, please respond with the information requested above and let me know.

Please also confirm:
Are you happy for LG to contact you via email about our goods and services (including on product launches, special offers and future promotions) which we think may be of interest to you? You are able to opt-out at any time by contacting us directly.
Are you happy to receive satisfaction surveys regarding any of your repair experiences via Phone, Email and SMS?
You are able to opt-out at any time by contacting us directly.

If you have any further questions at any time, please do not hesitate to ask and we will make sure to help as best we can.

In the meantime, please also try a factory reset in settings > all settings > general > reset to initial settings > yes to see if this helps.

Thank you for your time and I hope you have a great day. I look forward to hearing back from you.


I've replied with the requested info so maybe they will look again at it ?
 
You’ll be on your next TV before you’re likely to see a response to a VOC. I opened 2 last year, and so far, nada.
 
I've had a response from LG:

I have taken a look into this for you and as you have updated your TV and the issue still remains after an update, I would like to offer to raise a VOC (voice of customer) for you to highlight the problems you have been experiencing to LG Head Office so they can look into a further fix as soon as possible. We raise VOCs to inform the departments in LG that are non-customer facing of the difficulties and suggestions that our customers have. Please note, once this is raised you will not be formally notified of this, nor will you be updated on the progress of the VOC as it is an internal process. If you would like me to do this please could you provide the following information;
Date of purchase
Postcode
First line of the address
Contact number
Preferred Title (Mr/Ms/Mrs/Miss/Dr)
Serial number

If you would like me to raise this, please respond with the information requested above and let me know.

Please also confirm:
Are you happy for LG to contact you via email about our goods and services (including on product launches, special offers and future promotions) which we think may be of interest to you? You are able to opt-out at any time by contacting us directly.
Are you happy to receive satisfaction surveys regarding any of your repair experiences via Phone, Email and SMS?
You are able to opt-out at any time by contacting us directly.

If you have any further questions at any time, please do not hesitate to ask and we will make sure to help as best we can.

In the meantime, please also try a factory reset in settings > all settings > general > reset to initial settings > yes to see if this helps.

Thank you for your time and I hope you have a great day. I look forward to hearing back from you.


I've replied with the requested info so maybe they will look again at it ?
Thanks Rabbit. I got a response too from the iPlayer support team:

'Thanks for getting in touch with BBC iPlayer support.

We are aware of this issue that has been occurring for LG TV's when using BBC iPlayer.

Some people have reported blocky playback, interference, or flashing lines across the screen.

We've been investigating this with LG and they have recently released a software update: version 05.20.04. If you're experiencing these playback issues, we recommend updating your TV to this new software version.

To update your LG TV's software version, go to Settings > All Settings > General > About this TV > Check for update.

Also, can you let us know your iPlayer system information?

You can find out below:

Where can I find system information for my connected TV or games console? | iPlayer help

We appreciate your patience and thank you so much for your cooperation, it really is appreciated.

Kind regards,
*****
BBC iPlayer & BBC Sounds Support Team

---
I have responded with requested iPlayer system information and noted as per original enquiry I have already installed 05.20.04 update.

---
LG asking for speed test info, any issues with other apps, try reinstalling app, factory reset etc. Will respond.
 
You’ll be on your next TV before you’re likely to see a response to a VOC. I opened 2 last year, and so far, nada.

I've no experience of a VOC, but I don't doubt what you say. Their email did look a bit like "tell us some stuff so we can ignore it at out leisure"!

However, I did send them the info they requested.
 
I've no experience of a VOC, but I don't doubt what you say. Their email did look a bit like "tell us some stuff so we can ignore it at out leisure"!

However, I did send them the info they requested.
Have received the same request to open a VOC and responded with desired info.
LG email response included 'I have looked into this for you and spoken to our Technical Team, they are currently unaware of this BBC related issue and therefore, we would be keen to raise your issue.
---
Sigh, departmental communication issues it seems - sent link showing BBC iPlayer support currently investigating issue with LG.

Hoping to have more success in my communications with the iPlayer support team.

Looking at the 05.20.04 Reference list on the LG support software and firmware site, 'Improvement' listed as 'Fix the issue that occurs while playing content' and the 'Applicable model list' shows all LG TV's with the *UK suffix model eg. 43UK6750PLD
 

*October update seems to suggest no issue with BBC iPlayer app and issue resides with LG? Will contact BBCiplayer support to confirm.

Can anyone with an LG TV with the *UK suffix model number eg 43UK6750pld and experiencing playback quality issues please contact LG. Hope to keep pressure on to issue fix.

Upon some testing I have noted on rare occasions when there has been no playback issues when programmes viewed (eg this morning), yet when same programme viewed tonight the playback pixelation/interference returns. Anyone else?
 
The trouble is, iPlayer is a mess anyway. Watching a 720p heavily compressed stream on a 4K TV is not destined to be an enjoyable viewing experience. Although there’s a lot of good content available, it’s just not the vehicle to watch it. Complain to the BBC, as I plan to do soon. We licence payers deserve better than something that’s seen little improvement since its inception.
 
I too have the issue on a 43UK6400PLF. It only started after the last update at the beginning of September. I have also contacted LG twice and now want a video of the symptom. I have tried a re-install of iplayer and also a reluctant reset of the tv. The issue usually happens after 30 seconds of video and also on the BBC Red button news videos. I have asked if LG will send me the old software but won`t.
There must be more people out there with this problem on an LG.
 

Attachments

  • BBC iplayer.jpg
    BBC iplayer.jpg
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Agreed Manxmissile. I first noticed issue too after previous update. Not sure it's possible to downgrade TV software (I doubt it) so still hoping for an update to fix.

Contacted BBCiplayer support with query:

Hi,
Can I assume from your October update you have concluded the issue resides on LG's part and not in the BBCiplayer app? Is that the result of your investigation?
Thanks.

Received response:

Hello again, *****

Thanks for getting back to us.

Yes, you are correct in saying that LG have taken over the investigation on this.

We would advise you to contact them directly regarding this issue:


Thanks again for getting in touch.

Kind regards,
****

BBC iPlayer & BBC Sounds Support Team
iPlayer help and FAQs | iPlayer help
 
I sent a video to LG but the trouble is someone else picked up the message and they treat you like you don`t know what you are talking about. They said they would start a VOC but they had already done that with me !
I worked in the tv trade for 42 years and I got fed up with the attitude towards even engineers. I know that some tvs could be downgraded with SW but of course it would warn you first. But things change all the time, that is why we have the problem now. I did wonder if it was some kind of memory issue in the buffer but having said that normally the video would just pause and then catch up. All the other players work OK. It is probably just one parameter that got changed to cause this issue. Fingers crossed and I live in hope, a lot of people live there I feel !
 
The whole software update process for modern a/v devices smacks of poor design. Far easier just to assume that updates will always work, rather than offer a regression facility if things don't work, or the customer wants to downgrade. That's the world we live in. Here's a real-world non-a/v example. Some years ago, the windscreen wiper sensor on our new BMW (when SMWBO and I could still afford a new BMW!) kept reporting a fault, even though the wipers still worked fine. The fix from Germany, was to upgrade the on-board software in the car. Upgraded, it wasn't even possible to switch the wipers off! There was no regression path, and our new car, with less than 700 miles on the clock needed a new system board, windscreen wiper motor and some other bits, all because the engineers were too lazy to provide a regression path. The car was out of action for over a week waiting for new parts.
 
Progress...

Happy to know at least LG are really investigating and aware of issue (although you might not know it from dealings with Customer Care, IME)

Excerpt from BBCiplayer link at start of thread:

We know that this is affecting some 2018 LG TVs. The impacted models are listed below:

Model Number
43UK6300PLB
43UK6400PLF
43UK6470PLC
43UK6750PLD
43UK6950PLB
49UK6300PLB
49UK6400PLF
49UK6470PLC
50UK6300PLB
50UK6470PLC
50UK6750PLD
50UK6950PLB
55UK6300PLB
55UK6400PLF
55UK6470PLC
55UK6750PLD
55UK6950PLB
65UK6300PLB
65UK6400PLF
65UK6470PLC
65UK6750PLD
65UK6950PLB

The impacted devices will contain the following configuration name within their BBC iPlayer settings:

lg-tv_2018_lm18a_fvp

You can find out this configuration name by following the guidance in the Where can I find system information for my connected TV or games console? help page. This configuration information is displayed beside 'Device' within the System Information page.

LG are still continuing to investigate this, so if you're experiencing this issue on a different model number, please contact LG directly: LG Support.
 
Thank you for the update okdokey. It just takes time and only when enough people complain will they do something about it. I don`t suppose that LG customer support is any worse than anyone else`s, first port of call is fob off. People power always comes to the fore. Lets keep our fingers crossed for a sw update soon. Till then will have to continue watching on the pc and onto the tv via HDMI.
 
We have the same issue (since September update of the TV). As an attempt to workaround, we changed the resolution within iplayer settings. You need to stop viewing then resume, but that seemed to resolve after about 15 further seconds flickering. YMMV but this temporarily worked for us.
 
Thanks Shaun, I tried that again (changing resolution to standard) but still had the issue. However, I tried watching some older programs just to test ie Vicar of Dibley and Catherine Tate show. They worked Ok, well for at least 5-10 minutes until I stopped them. I then went back to Beechgrove which would not play in the past and that then played OK. I thought that I was onto a winner here. I then tried Gardeners World, always a problem since the Sept update, that too played OK. Well it did for over 10 minutes and then the flickering started again. There seems to be no rhyme nor reason to it so will just have to wait for an update.
Incidentally as I have been typing this Monty Don has been going for over 20 minutes without a hiccup ! Strange.
 
LG finally issues update (05.20.15) with fix for BBCiplayer, I presume? Haven't been able to test yet as no access to USB via PC just now. Will probably wait till pushed to update via TV. Hopefully soon. :)

Taken from LG software & firmware update site:

1. Improvement
1) Fixed issue of video breakage while watching thru certain application

2. Applicable model list
65UK6450PLC
43UK6450PLC
49UK6450PLC
43UK6500PLA
50UK6500PLA
55UK6500PLA
65UK6500PLA
75UK6500PLA
43UK6750PLD
50UK6750PLD
55UK6750PLD
65UK6750PLD
43UK6500LLA
50UK6500LLA
55UK6500LLA
43UK6500MLA
50UK6500MLA
55UK6500MLA
65UK6500MLA
43UK6950PLB
50UK6950PLB
55UK6950PLB
65UK6950PLB
43UK6510PLB
50UK6510PLB
55UK6510PLB
43UK6550PLD
55UK6550PLD
43UK6710PLB
50UK6710PLB
55UK6710PLB
65UK6710PLB
49UK7500PLC
55UK7500PLC
49UK7550PLA
55UK7550PLA
65UK7550PLA
49UK7550LLA
55UK7550LLA
65UK7550LLA
49UK7550MLA
55UK7550MLA
65UK7550MLA
43UK6300PLB
49UK6300PLB
50UK6300PLB
55UK6300PLB
65UK6300PLB
43UK6300LLB
50UK6300LLB
55UK6300LLB
65UK6300LLB
43UK6470PLC
49UK6470PLC
50UK6470PLC
55UK6470PLC
65UK6470PLC
43UK6300MLB
49UK6300MLB
50UK6300MLB
55UK6300MLB
65UK6300MLB
43UK6400PLF
49UK6400PLF
55UK6400PLF
65UK6400PLF
43UK6390PLG
49UK6390PLG
75UK6750PLB
50UK6410PLC
70UK6950PLA
70UK6710PLA
70UK6500PLB
43UK6200PLA
49UK6200PLA
55UK6200PLA
60UK6200PLA
75UK6200PLB
 
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LG finally issues update (05.20.15) with fix for Youtube, I presume? Haven't been able to test yet as no access to USB via PC just now. Will probably wait till pushed to update via TV. Hopefully soon. :)

Taken from LG software & firmware update site:

1. Improvement
1) Fixed issue of video breakage while watching thru certain application

2. Applicable model list
65UK6450PLC
43UK6450PLC
49UK6450PLC
43UK6500PLA
50UK6500PLA
55UK6500PLA
65UK6500PLA
75UK6500PLA
43UK6750PLD
50UK6750PLD
55UK6750PLD
65UK6750PLD
43UK6500LLA
50UK6500LLA
55UK6500LLA
43UK6500MLA
50UK6500MLA
55UK6500MLA
65UK6500MLA
43UK6950PLB
50UK6950PLB
55UK6950PLB
65UK6950PLB
43UK6510PLB
50UK6510PLB
55UK6510PLB
43UK6550PLD
55UK6550PLD
43UK6710PLB
50UK6710PLB
55UK6710PLB
65UK6710PLB
49UK7500PLC
55UK7500PLC
49UK7550PLA
55UK7550PLA
65UK7550PLA
49UK7550LLA
55UK7550LLA
65UK7550LLA
49UK7550MLA
55UK7550MLA
65UK7550MLA
43UK6300PLB
49UK6300PLB
50UK6300PLB
55UK6300PLB
65UK6300PLB
43UK6300LLB
50UK6300LLB
55UK6300LLB
65UK6300LLB
43UK6470PLC
49UK6470PLC
50UK6470PLC
55UK6470PLC
65UK6470PLC
43UK6300MLB
49UK6300MLB
50UK6300MLB
55UK6300MLB
65UK6300MLB
43UK6400PLF
49UK6400PLF
55UK6400PLF
65UK6400PLF
43UK6390PLG
49UK6390PLG
75UK6750PLB
50UK6410PLC
70UK6950PLA
70UK6710PLA
70UK6500PLB
43UK6200PLA
49UK6200PLA
55UK6200PLA
60UK6200PLA
75UK6200PLB
*Meant BBCiplayer not YouTube, doh.
 
I have just updated my LG after downloading the new SW to a USB stick and all appears well, fingers crossed. I tried updating via the tv first but TV did`nt see an update, this is not unusual but I am sure will be there shortly. It was easy enough with the stick. So after the best part of 3 months of no iplayer we finally may be there, just in time for Christmas !
 
Thanks for testing update Manxmissile and thanks to everyone who contacted Lg to report issue. I'm a bit more wary now before installing updates. Lol
 

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