Talktalk TV hub iplayer UHD not working

[Anonymous]

Hello 

All

I wanted to ask has anyone got Iplayer UHD working on the TalkTalk TV hub 

Are TalkTalk aware of this ?

Is there any fix for this

Thanks

[ferguson]

When you tried the box that you said was UHD capable did you check that the content was actually available, as illustrated above? I am not sure why you find the questions about your TV irrelevant. 

This has been escalated to TalkTalk, they should respond tomorrow as I have already said. 

[Anonymous]

No uhd content 

No uhd setting in iplayer setting 

Please can this be escalated to someone at TalkTalk 

Thanks 

[ferguson]

Ah. But is there content available with the UHD symbol shown on the iPlayer, like this for example:

.

[Anonymous]

This is not a problem with My TV

There is no UHD content with Iplayer on the TV hub but with the Netgem box under Iplayer settings where you select the quality and beta mode, There is  UHD setting BUT NOT on the TV Hub

[fr8ys]

What aspect of iPlayer doesn't work? UHD content?

As requested please provide the TV information so all avenues and links in the chain can be checked.

Thank you

[ferguson]

Can I make a suggestion to give everyone a break? Let's wait until the TalkTalk support team pick this up, hopefully tomorrow and they can advise further.

[Anonymous]

My iplayer inbuilt to My TV is not working that is why I was wanting to use the Iplayer in the TV Hub but Iplayer UHD does not work 

I will not be using the TV hub until the issue is fixed

Or a work around is provided 

[fr8ys]

Also have you checked your TVs built in iPlayer to see if that displays UHD content?

If not, could you do so and advise the result.

Thank you.

[fr8ys]

No it's not irrelevant.

As I have said my 2 TVs provide different results. One with UHD, the other without. This I understood was the correct behaviour as only is 4k compliant.

Doing a Google search this morning shows that certain makes of TV and different models within the make also have issues.

If there is a handshake / CEC issue between box and the TV that is not transmitting your TVs spec to the box, so that UHD programmes are not shown, then it is totally relevant.

[Anonymous]

Providing My TV details is irrelevant 

The TV Hub needs a software update to fix the Iplayer UHD bug 

This needs to be passed to TalkTalk and needs to be passed To the BBC for a fix

Otherwise I am going to stop using the TV hub

[Anonymous]

Yes the box outputs 4k on android level 

Youtube 4k works but Iplayer UHD does not

BBC are going to take more notice If TalkTalk speak to them rather than customers

[Anonymous]

If one device works with Iplayer UHD and another device which is meant to be better than the other it should still play Iplayer UHD 

Otherwise why would customers upgrade the TV boxes when one thing stops working

[fr8ys]

@Anonymous as requested can you please also supply the make and model number of your TV.

Thank you.

[fr8ys]

And to reiterate, UHD does work in the app, just, it appears not on some TVs.

And as I and @ferguson have said, it lies with the app owner, the box is just the delivery mechanism for providing the service.

The are many versions of the same apps out there.

For example some ITVX apps only provide catch-up and not access to live channels so what works on one device won't work on another.

It's why support for the old YouView box apps is no longer there. The software cannot be run on the hardware the boxes use.

[ferguson]

@Anonymous 

I don't understand why you insist if it works on X then it should work on Y, that isn't necessarily the case.

TalkTalk will I am sure take account of your concerns, but in reality responsibility for any capability issues with the app rest solely with the owner, which in this case is of course the BBC. 

[Anonymous]

I think TalkTalk should log this a fault as well.

I am sure others are experiencing the same issue 

If it works with the netgem box then should work the TV hub box as well

Fixing this will benefit lots of customers 

It can be done in a software update

[fr8ys]

I've had a look through the TV board and can only see one other report (I may have missed some) and that was a person using a computer monitor not a TV.

I did a Google search too, and can see other boards reporting incompatibility with iPlayer and certain TV makes.

The consensus seems to be that following updates the iPlayer does not work with UHD.

As said reporting to the BBC is probably the best solution at the moment.

I will leave it now and let support staff comment further next week.

[fr8ys]

Whilst the iPlayer may look the same, the software does vary between appliances. The box is the delivery method for the app. Maybe there is an incompatibility with the app and the box, in which case you have done the correct thing reporting it to the BBC.

For info it may be of interest to detail your TV make and model number.

If my testing was coincidental and there is an issue between box and TV, then for info my TV that does not show UHD content is a Samsung.

As said wait for support staff next week. I've run out of ideas except

[Anonymous]

I am using the supplied HDMI cable

TV UHD is on automatically

I have sent a support ticket to BBC Iplayer as well

The  iplayer app on the Netgem Box would be the same version on the TV Hub 

So If it works on the Netgem box it should work on the TV Hub as well 

The TV  Hub box is doing all the communicating, The Tv is just a screen 

I have seen others having issues with Iplayer UHD with the TV hub

[fr8ys]

Have you got to turn on UHD on your HDMI port? Some TVs require the resolution to be changed.

Are you using a 4k rated HDMI cable?

Search your TV model number in Google to see if you need to do anything to get UHD compatible devices to work properly.

Failing that wait for support staff next week to  offer further advice.