No Deal Yet Reached Between LG and BBC (iPlayer)

There has been quite a mix of reports coming from our readers over the past few months regarding LG and their plans to launch BBC iPlayer on their range of Freesat enabled televisions.

From the email communication below between a joinfreesat reader (Stewart B) and LG, it doesn’t seem that LG even have an agreement in place yet, let alone are working on the software for a launch any time soon.

In our opinion, we have to question the likelyhood of this ever happening, especially as LG have now dropped the Freesat range, but hopefully we are proven wrong and Freesat/BBC put pressure on LG to introduce the on-demand service across their Freesat range, so all those customers who purchased can enjoy the same facilities as the rest.

Here is Stewart B’s email to LG;

…having made enquiries of you before, and having been advised that BBC iPlayer for Freesat would be available in July, this has obviously not happened. I purchased plug in ethernet adaptors to allow this to function and now find them redundant.

Can you advise, once and for all, whether your company has now abandoned a whole cohort of your customers by deciding not to proceed with this, or when (with accurate indication please!) it will happen. It is now very frustrating to see a red button EVERY time I click on a BBC channel saying “get BBC iPlayer” when I cannot do so despite previous assurances that my equipment would do so.

If you cannot give me these assurances please give me the name of the senior manager in your department or the department responsible for this decision in order that I can write to them to formally complain and request some form of compensation. thank you…

The response from LG’s UK helpdesk is;

The software for iPlayer is released by the BBC. As of yet there has not been a deal reached between BBC and LG to allow software for iPlayer to be added to LG televisions. As soon as a deal has been reached, the expected released date will be broadcast to the public via our website. This is as much information as we have regarding this matter at the present time.

We are also not aware that this unit was ever advertised by LG as having BBC iPlayer on it, nor that it would ever be available on the set. If you have evidence that says BBC iPlayer was going to be added to this particular unit please forward it to us so that we can investigate this matter further.

To reiterate as of yet there has been no deal reached between LG and BBC to enable LG to add iPlayer to their televisions, as soon as there is any news on this it will be available on our website.

For more information please visit the following link:
http://www.freesat.co.uk/index.php?page=iPlayer.WhatYouNeedProduct

We would advise you to put your concerns in writing to:

LG Customer Services,
PO Box 645,
Huntingdon,
PE29 6YU.

This is the only way to pursue an issue that falls outside of procedure.

Best Regards,

LG Electronics UK Helpdesk

If we get any further response from LG, or from Freesat/BBC, we’ll add to the post.

76 thoughts on “No Deal Yet Reached Between LG and BBC (iPlayer)”

  1. @50 – same here till 2012, but what @49 was stating, that current prices, you can still have a 32″ HD TV, Freesat HD & Freeview HD at a lower price than what you had paid for the LF7700 (Freesat HD & Freeview) – so a full refund may be best – my store will not issue a refund, as they insist that only Humax boxes were the only BBC iplayer device, and that no other Freesat product was advertised as being BBC iplayer compatible.

    I think most went for the LF7700 to reduce the number of boxes connected to the TV.

    Prices will always be cheaper, after you purchased anything.

  2. LG customer services responses regarding the LF7700 updates and BBC iplayer

    • The delay in release BBC iPlayer.
    “The delay in the release of bbc iplayer has been due to technical difficulties with the software”
    • Why dates such as soon, mid-July was given for the BBC iPlayer update.
    “The dates were planned release dates but have been put back due to technical difficulties”

    • Why it has taken until 23rd August to display anything regarding BBC iPlayer on LG’s website.
    “LG have never stated iplayer will be available, its function of freesat HD was released after the televisions were manufactured.”

    • Whether your company has now abandoned a whole cohort of your customers by deciding not to proceed with any future updates (including ITV Player, and other Freesat HD services).
    “New updates will be available when faults that require a firmware fix are detected”

    • An accurate indication when the BBC iplayer update will happen, and the update for ITV player.
    “Unfortunately there is no available indication due to ongoing difficulties”
    • Why the LF7700 has become an discontinued product.
    “Models are discontinued after 4-5 months of being on the market to make way for new ones”
    —————————————————————
    There was no mention of “No Deal Yet Reached Between LG and BBC iPlayer”, or “LG Offering Freesat Receivers For BBC iPlayer”, or why e-mails sent to their Head of customer services have had no replys !
    ———————————————————————-
    They have mentioned that my letter has been passed on to the relavant departments, but I that could easily be a dustbin !

  3. @52

    Yep, agree, they saw your questions, answered them from a script, and then binned the letter !

    “Models are discontinued after 4-5 months of being on the market to make way for new ones” – What are the new Freesat models ?

    An accurate indication when the BBC iplayer update will happen, and the update for ITV player.
    “Unfortunately there is no available indication due to ongoing difficulties” – Why has someone just been told within the next few weeks ?

    Why it has taken until 23rd August to display anything regarding BBC iPlayer on LG’s website.
    “LG have never stated iplayer will be available, its function of freesat HD was released after the televisions were manufactured.” – How can a company manufacture something without knowing what the function of Freesat HD was going to be ?

    • Why dates such as soon, mid-July was given for the BBC iPlayer update.
    “The dates were planned release dates but have been put back due to technical difficulties” – Why wasn’t these dates put on LG’s website, followed by appolgies for any delays ? – Why take until 23rd August ?

  4. Don’t think LGE will stretch to providing you with a scanner too. Can you just take a picture on a camera and send that; if the writing is clear, they should accept it.

  5. If you registered the TV via the website, when purchased, then you shouldn’t have to send them anything, after all the LF7700 lifespan was a little over a year before being discontinued !

  6. @63

    None have arrived at Regenesis yet

    (they are the company who handle LG customer services) the boxes are being sent to them first.

  7. They’re heeerrrrree….

    (Poltergeist) and they are now being processed for dispatch I’m told by the imp who lives on my shoulder

  8. if now one has herd anything from lg perhaps we shoul get intouch with watchdog on bbc1.ann robbinson might do something.

  9. @65, yet Humax states “We have shipped the units to LG, so they should be receiving them towards the end of this week, however it may well be best advised to contact LG regarding the delivery now.
    LG have only just ordered the products off us so they should have the stock this week.
    Regards Colin Wilson,
    Humax Customer Support”
    What has LG been doing since 23rd August – certainly unable to deliver within the 7 days we were being told last month !

  10. So LG think they can get away with giving us all a set top box.
    Now why did we all buy the LG TV with Freesat built in?
    Because we did not want a separate box and wanted a one remote solution. If we had wanted to purchase a separate box we would have done so and at a cheaper price.
    Of course we want to be able to receive I player it’s part of the Freesat spec for manufacturers.
    I await new televisions with I player and Freesat built in from LG for all the one’s I have sold to my customers.

  11. even with having a Humax receiver connect via HDMI, you have to manually select the HDMI source – The LF7700 (I assume, rather than the Humax) can’t select the HDMI source automatically.

    This is a step backwards ! – Waiting now for retailer to offer me a full refund (or alternative product to the LF7700), on which the Humax Freesat HD will be returned to LG !

  12. Some of my customers also have a five year insurance policy on the LG are LG going to give five years on the separate box, I doubt it.
    Come on LG get your act together and refund the retailers so they can refund the customers. I will no longer be selling LG.
    It’s my guess that there is not enougth memory to run the updates software for I Player as the Freesat menu already takes a lot longer then the Panasonic.

  13. LG have sent me a box deliverd it wendsday but i was not in got to go to my local sorting office to collect it.

  14. My friend has LG32LF7700 delivered Jan 2010 and recently got a Humax box from LG. She purchased the TV from John Lewis and we were told that the iplayer would be available sometime 2010 and was a reason for the purchase, she has been delighted with the freesat and quality of picture till now.
    Following conecting the Humax box to get iplayer this required the sat cable to be plugged into the Humax box, therefore meaning that the freesat on the TV became redundunt. Also she has now ended up with another piece of kit she does not want and 2 remotes. The picture quality is no way as good as on the TV direct and I have tried various settigs etc.
    I have now complained to John Lewis and asked them to see what can be done for having read this and other forums seems contacting LG is a waste of a phone call.

  15. @74 Yep, contacting LG is a waste of time – I received a call from their Mr Parnham, and a whole 30 mins of my time wasted.

    I got so fed up with LG, that I contacted the retailer, told them why I purchased the LF7700, backed up with ‘promises’ from LG that the iplayer would be available soon.

    They refunded in full – and now I have a Panasonic 32″ G20 capable of receiving BBC iplayer, and its also has Freeview HD (handy for C4HD) and it was cheaper than what I paid for the LF7700.

    (LF7700 cost £499, whilst G20 cost less than £420)

    John Lewis has the 37″ version of the G20, so maybe they’ll do some some of swap/deal for you as its around £699. They also have other models of Freesat TVs of different sizes/price

  16. I got gesture of goodwill Foxsat Humax HD box from LG for lack of bbci player on there 32″ LF7700 which I bought from Richer Sounds when it first came out for £499 (plus the 5 year £50 insurance). Just had to email a scan of my recipts to LG. Got £90 on Ebay for the box and got £450 refund from Richer for tv (they said it was a year old and couldn’t refund 100%). Still I got most of my money back but had to sell the box to make the difference.
    I then got a Panasonic TXL32D25 l.e.d tv from richer (as they offer the best insurance deals I think) which has a IPS panel,freeviewHD,freesatHD ect for £650 and am glad I went for a branded tv. LG are a bit like LIDL, they stack them high and sell them cheap but are not worried about customer service.
    apart from the BBCi player not working on the LF77 the freesay EPG was rubbish and would freeze for 30 seconds when first loading and throughout it function would freeze (not enough memory I think hence there not able to accomodate the bbci player).
    My new Panasonic is mega quick on scrolling through the EPG on both freesat and Freeview and has auto switching to hdmi source. Also has analogue audio out which is rare on most tv’s and is very much needed for my X41 wireless xbox gaming headphones to listen to tv as my xbox uses optical out for x41 for gaming.
    My advice to everyone is get a refund for your LG,sell the humax and buy a Panasonic LED tv. Yes there pricey but worth it.

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