Netgem 4K Remote Issues

[RetiredEngineer]

Hi,

I have an LG EG960V TV and was sent a Netgem 4K box  last year.  I had issues with the remote control functions and reverted back to the DN372 although it occasionally locks up.  My contract is due for renewal in a few weeks so I thought I would revisit this before reluctantly moving to either BT TV or Sky Stream. The new TalkTalk Hub looked like a good option but it is only being offered to full fibre customers (not available in my area).

The first problem is that the 4K remote switches the TV on but not off, so TV remains on, with a blank screen which on first glance looks as if it’s off. I have enabled the switch TV off option in the 4K setup menu.

Second issue is that the remote adjusts the sound level output on the 4K box (vertical bar on right), but this only changes the volume by a small amount around the current setting on the TV.  I have enabled CEC on the Netgem and Simplink (CEC) on the LG TV.  My soundbar has an optical connection to the TV.  I have a Fire Stick 4k  and Google 4K on other HDMI inputs and both control the TV volume (+/-)  through the sound bar & switch TV off.  The DN372 also adjusts TV sound and powers it off. I have tried the 4K box on all HDMI inputs but no success.  I could use bluetooth directly to the soundbar but then the other HDMI inputs use the optical output.  I have tried the 4K box on another LG model TV without a soundbar with exactly same results.  I have also tried several HDMI cables.

I thought a firmware upgrade might solve the problem, but although the box connects to Netgem services in Advanced Settings - no update.

I am also struggling to find a way of switching HDMI inputs using 4K remote. Again DN372, FireTV & Google have this function.  I also have a legacy Eurosport subscription and can access this on Fire TV & Google but doesn’t appear to be available on Netgem

I don't have a problem jumping between devices, but my wife struggles and I need to keep things simple for her, so one box solution preferred.

Profile - I have been a TalkTalk customer since dial-up days. I was a tester for the original YouView box which preceded the DN360,  evaluated Sky Sports on TalkTalk some time back and am still a feedback panel member for YouView. I tried calling TalkTalk support but the lady didn’t appear to understand the problem then I was cut off. I can’t find any posts relating to these problems   What am I doing wrong with the Netgem box?  Is my box faulty?   

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[RetiredEngineer]

Hi moorlander,

Thanks for sharing your responses from TT

Technical issues would be a plausible answer as this is a new product but I doubt they would  still be promoting it all over their website if this was the case.

I suspect FTTP customers are higher margin and TT is using their limited supply of the new hub as a carrot to attract/switch subscribers.

[moorlander]

I was given several varying reasons, from Live chat ,  why the hub wasn't available to all / as a replacement ;-

1) TT is experiencing  tech issues with the Hub so its not available...

2) Its not available as a replacement for the hUAWEI box

3) It does the same things as the 4k box ( ???)

4 ) Only new FTTP customers can have it !!

[Karl-TalkTalk]

Hi

The new TV hub has been limited to FTTP customers as this has only recently launched, so I'm sure they will expand this in the future.

Karl.

[RetiredEngineer]

Hi Karl,

Thanks.

I tried the Netgem 4K box with a Samsung TV with the same results. I appreciate that it cannot be guaranteed to work with all TVs but would have thought that LG & Samsung are hardly obscure brands.

I have solved the issue by reversing the procedure and using the TV remote to control the Netgem box. However it is rather clunky and voice search only finds programmes on LG TV . My wife finds it too confusing so have decided to return the box. 

I'm guessing that the reason the new hub is only available to FTTP  is either marketing or supply limitations rather than technical issues.  My download speed of 45 Mbps is sufficient for 4k video on Amazon.  Do you know if there are any plans to offer the TV Hub to all  subscribers in the not too distant future?  I've been happy with TT to date and if there was a degree of certainty I could survive with my DN372 in the meantime. My contract expires next week.

Kind regards

Retired Engineer

[Karl-TalkTalk]

Hi

Whilst the Netgem will control the TV functions, it cannot be guaranteed to work with every model of TV out there, but will be compatible with most. 

With regard to additional channels such as Eurosport, some channels may be unavailable across the Netgem platform and we are unable to add or include these.

Karl.