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Samsung Smart TV, Roku, 4oD, ITV player and 5 on demand

James_W
Community Manager (Retired)
Community Manager (Retired)

Hi

 

We're aware that a very small number of customers may be experiencing issues when streaming 4oD, ITV Player and 5 on demand on a Samsung smart TV or Roku box.

 

If you believe you are having this problem then please can you reply with the following information, and we'll be in touch.

 

1. What sites it affects - please check if you have the same problem on BBC iPlayer, YouTube or Netflix (for example)?

2. Please describe the error as best as possible

3.a: What model of Samsung Smart TV do you have?

OR 3.b: What model of Roku device do you have?

 

We'll reply within 72 hours.

 

Best wishes,

 

James


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30 REPLIES 30

jonu
Joining in

Hi there I have been having some issues with the 4OD app on my Samsung smart tv (ue32f5500akxxu) which I have been in touch with Samsung, 4OD and ultimately virgin about. The problem is that when when watching broadcasts through the app the broadcast fails to continue after the first advertisement break and gives the message content not available. I have discovered today after spending some time on the phone to virgin technical help that it is possible to continue the broadcast by exiting and re entering the broadcast then fast forwarding through the first portion and then watching the ad break. However this obviously proves quite frustrating as this involves watching introductory ads at least twice (more for longer broadcasts) plus all the adbreaks throughout the program and exiting and re entering.

 

Before speaking to virgin today I powered off the modem for >2mins and then tried the app. I thought this had fixed the issue however I now realise that it was from doing the fast forward as explained above.When speaking to virgin support today I was asked to change the security settings of the modem to WPA2-PSK(AES) and the channel to 2 as I was advised this would provide a more stable and potentially faster connection. I then tried the app again in the afternoon but still as before. I then spoke to virgin again who advised that the security settings should be reset and the first technician had missed this step. I then tried again whilst on the phone by fast forwarding to the adbreak and all appeared ok and the broadcast continued. I have now realised as said that it was the fast forwarding that was the effect and the issue was not fixed.

 

Please could you advise of another course of action. I have included the email below as I sent to 4OD outlining the steps that I have already tried which led them to refer to the issue being a 'known problem' with some virgin modems and linking me to this thread.

 

4OD email

 

Broadcasts only play the first portion of the program and fail to reload after the first advertisement break. I just receive the content unavailable message after a period of attempted loading.

 

Things I have tried.

 

4OD updated to current version 1.10002 (automatic, may have been the root of the issue).
Samsung software/firmware update current version 2102
Spoke to the wholesaler (richer sounds) who recommended attempting factory reset.
Samsung Factory TV reset.
Samsung remote support assistance.
Samsung Smart hub reset. (as requested by Samsung support).

 

Things I can't do.

 

Uninstall the app and reinstall. Not an option according to samsung support.
Restore to previous version of both the 4OD app or the Samsung software.

 

TV Model: ue32f5500akxxu

 

 

Any assistance would be appreciated.

 

Dave

steveoc
Tuning in

I am having a problem viewing 4OD. I have a Samsung tv model no UE22F5410AK . I am viewing via a virgin media superfast superhub located in 2nd upstairs bedroom. the hud is located about 10feet from the tv. I have tried it via Wi-Fi and Ethernet cable wired direct.
BBC Iplayer ITV player and Demand 5 all work fine.
The problem when trying to watch an episode of say "marvels Agents of Shield" on 4OD.
1) we see the adverts prior to part1 "OK"!
2) we watch part 1 "OK"
2) we watch the adverts after part 1 "OK"
3) the problem is we then get a message "unable to view try again latter" message this happens every time no matter what day or time.
4) I then went out and brought a NOW TV for the downstairs tv (about 15 feet direct line from hub)
The NOW TV is doing exactly the same as the Samsung message.
I can only watch the first part of a program and a pile of adverts.
please help

steveoc
Tuning in

Dear Stephen,

Thank you for your further email.

As previously advised, this is an issue that Virgin Media is aware of and they are working to fix, and it can affect both Samsung TVs and Now TV. Channel 4 has been working directly with specialist advisors from Virgin Media, who have asked us to direct customers to them via the contact information provided in our previous email. I have provided the contact details again below for your convenience:

Telephone:

 

151 from a Virgin line (or 0345 454 1111 from elsewhere)

 

 

 

Website:

 

virg.in/vmsams


We apologise for any inconvenience caused.

Thank you for taking the time to contact 4oD.
 
Kind Regards,

Dana Gray
4oD Support
 
 
Channel 4 take no responsibility for third party websites



 

 



Your message :

I am having a problem viewing 4OD. I have a Samsung tv model no UE22F5410AK . I am viewing via a virgin media superfast superhub located in 2nd upstairs bedroom. the hud is located about 10feet from the tv. I have tried it via Wi-Fi and Ethernet cable wired direct.
BBC Iplayer ITV player and Demand 5 all work fine.
The problem when trying to watch an episode of say "marvels Agents of Shield" on 4OD.
1) we see the adverts prior to part1 "OK"!
2) we watch part 1 "OK"
2) we watch the adverts after part 1 "OK"
3) the problem is we then get a message "unable to view try again latter" message this happens every time no matter what day or time.
4) I then went out and brought a NOW TV for the downstairs tv (about 15 feet direct line from hub)
The NOW TV is doing exactly the same as the Samsung message.
I can only watch the first part of a program and a pile of adverts.
please help

 

Hey steveoc, seems you have the same/similar problem as us but a lot simpler way of putting it across. Lets just say its become quite a frustrating matter. Just out of interest if you fast forward after the first adverts and then watch the second set does this then load the content? I know its not a fix but it does kind off let you watch the short, one ad break, shows.

 

Glad you mentioned the NOW TV box I thought that was going to be an easy work around without having to listen to any more support line music.

 

Also forgot to mention our TV is also wired through ethernet to a Super Hub - VMDG480.

 

Dave

 

offspinner
Tuning in

Hi there,

 

I can confirm this issue when using the 4od app on a Samsung Blu-ray player BD-H6500. Quality is great up until the first advertisement break, after which the program is not resumed and a message about content being unavailable is displayed.

 

The Blu-ray player is a wired connection into a Superhub on 50Mb Virgin Media broadband.

 

I would appreciate any advice to mitigate this problem.

 

Thanks in advance.

 

Best regards,

 

R.

I have a problem watching 4OD via a Roku LT, the info below is what I sent to 4OD in an email, they directed me here. no other channels are effected. this problem started with the upgrade to the superhub recently.

 

After a long pause and after the second ad break, this is the message on the screen, “This content is currently unavailable. please try again later” I then have to close the app and reload it and then click on the very same program, which will play from where the program froze after the opening ad break. at the next ad break the message will appear again. I have tried deleting the 4OD app and reinstalling it, and a Roku system reset.
My software version is: 5.5 Build: 410 on a Roku LT
My internet is via Virgin media 50MB cable with the Superhub
The issue effects all program types, recent, catchup, Categories, collections
Watching through my PC on the 4OD website is fine with no freezing and content unavailable messages after the adverts

tatsunoko
Tuning in

It seems to be a problem with the Original Superhub.

 

VM (after a lot of going round the houses) have said that they will send the new Superhub 2 and that should fix it.

 

I'll update the results when I get the new Hub

 

It doesn't seem to be a well known issue, but glad the final person I spoke to was helpful! 

 

Superhub 2 has fixed the issue with the Samsung 4OD tv app.

 

It now plays without locking up at the ad break. And can now make use of 5.0 Ghz equipment.

 

Just shows how out of date the original Superhub is.

Naughton90
Joining in

Hello,

 

I have a Samsumg UE32F4500 smart TV and I have had the same problems with 4OD for six months.  Can you please advise a fix.

 

Thanks