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Freesat BBC Iplayer keeps cutting out in the middle of programs

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  • Message 1. Posted by Matt (U14755554) on Sunday, 16th January 2011permalink

    Hi,

    I'm wondering if someone might be able to help out on this one. Iäve got a Panasonic TV with Freesat and the iplayer keeps cutting out in the middle of programs and going back on to normal television.

    There is nothing wrong with my internet so it seems to be the player.
    Any thoughts?

    complain

  • Message 2. Posted by Sir Giggsys Love Child (U14588362) on Saturday, 22nd January 2011permalink

    I keep having the same problem and desperate for some answers

    complain

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  • Message 3. Posted by davegt (U14490792) on Sunday, 23rd January 2011permalink

    I am also having the same problem with a new Panasonic. Goes back to TV after 30 or so minutes watching IPlayer.

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  • Message 4. Posted by FirebladeDream (U14762868) on Monday, 24th January 2011permalink

    I've just got a Pannie TXl42D25 and tried IPlayer over the last few days watching the 3 episodes of Zen (1Hr 30 mins)
    It always managed a perfect hour but everytime it would completely crash within the final 30 mins. Really disappointing as it was perfect in the initial hour. Are bugs like this down to the BBC or Panasonic software?

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  • Message 5. Posted by Glyndwr (U14768618) on Sunday, 30th January 2011permalink

    I have a panasonic TX-L42D25B and I player was working fine for me since the beginning of Jan. Last week it first dropped out half way through a programme and intermittently would not go past the "Getting Ready to Play" message. Now this morning I cannot get it to play at all. Menu's/Programme choice/Search Engine all work ok. Connection test ok, Bandwith more than adequate. WiFi coverage fine. Desktop version works ok on laptop in same location. Sorry I can't help but maybe we can get some information from somebody. Who do I contact? Freesat, BBC, Panasonic or Virgin (ISP)?

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  • Message 6. Posted by Mick Taylor (U14768728) on Sunday, 30th January 2011permalink

    I installed homeplugs yesterday and connected my Panasonic TXP46G10b to the Internet. I can scroll through BBC IPlayer program selection screens fine but when a TV program is selected I also get the "Getting Ready to Play" message permanently. Have emailed Panasonic and await solution.

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  • Message 7. Posted by silent-majority (U5246470) on Monday, 31st January 2011permalink

    I am having the same problem on a brand new Panasonic TX-P42G20B Freesat iPlayer. After about half an hour the screen reverts to the TV programme with no warning. My Internet connection delivers 6 Mbps so bandwidth should not be a problem. Is there enough buffer space in the TV? Why doesn't the picture freeze if it runs out of data until it catches up? Is the problem with iPlayer or Panasonic? I await an answer.

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  • Message 8. Posted by silent-majority (U5246470) on Thursday, 3rd February 2011permalink

    On re-reading all the comments on this link I have noticed that we are all experiencing problems on Panasonic TVs. Is this a Panasonic problem or is it that iPlayer on freesat is only available on Panasonic TVs?
    Do Freesat STB suffer from this problem?

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  • Message 9. Posted by ChrisN (U14761849) on Thursday, 3rd February 2011permalink

    Mick - are you accessing iplayer via the 901 channel or via red button on a BBC channel e.g. 101?

    There have been issues with 901 recently - try going via 101 and red button and see if any diferent.

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  • Message 10. Posted by GR (U14777517) on Sunday, 6th February 2011permalink

    I have a Panasonic G20 and have been having this issue for months now. ISP is Virgin (fibre optic). This morning it has done it half a dozen times already. Very frustrating.

    So please, where does the problem lie? Panasonic, BBC or my ISP?

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  • Message 11. Posted by renzz (U14779998) on Tuesday, 8th February 2011permalink

    I too have a G20 and suffer from this. I always access Iplayer via the Red button, and not 901, so it's nothing to do with that.

    I'm on Virgin's 50Mb service, so it's not network speed. I was trying to watch The Killing the other day and it was dropping back to TV about every 15 mins (but not exactly - it's completely random).

    I emailed Panasonic and they also responded about accessing it via the Red button, but requested more info, such as Serial number of my TV, programme I was watching, does it always drop at the same point in the programme (which it doesn't) etc.

    I've responded, so we'll see what they say. I've also pointed them at this thread.

    Can I suggest everyone who has this problem email Panasonic at customer.care@panasonic.co.uk - if we all let them know there is aproblem, they might actually fix it.

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  • Message 12. Posted by FirebladeDreamer (U14762216) on Tuesday, 15th February 2011permalink

    I've got a 2010 TX-L42D25B that also suffers from this problem. So far my attempts to speak to Panasonic have been met with either "We're experiencing extremely high call volumes" or I get stuck on a queue starting at about 5 or 6 which moves so slowly that I've given up. Still I'll keep battling on.

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  • Message 13. Posted by FirebladeDreamer (U14762216) on Thursday, 17th February 2011permalink

    Well finally made contact with Panasonic. The initial rep didn't really now anything about it but went to
    check with some people who here refered to as their "Communication People". It appears that they
    did know something about it and the gist of it was this:-
    The problem is at the BBC end and it affects Sony, Humax & Panasonic. There's some sort of
    loss of connection at the BBC end and thats it. The BBC are aware of this issue.

    I asked if the problem had some sort of BBC problem ID/reference/person that I could take it further with.
    They didnt know one.
    As a software engineer I pointed out that if their their iplayer app encountered this problem then it should
    bring up a message box to stating the problem and saying it had to close. (As opposed to vanishing without
    trace.) They seemed amazed by that possibility!
    Personally I'm not sure I believe them.
    I'd like to be able to speak to someone BBC IPlayer labs to see if this is true. I'm sure they wouldn't be too
    happy with manufacturers blaming the BBC for their own problems. Does anyone have a contact?

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  • Message 14. Posted by matt (U8621220) on Thursday, 17th February 2011permalink

    Hi FirebladeDreamer,
    The only way to contact the iPlayer team is through the contact form iplayerhelp.external...

    They used to have a phone line but they closed that a while ago.

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  • Message 15. Posted by TheGuitarman1 (U14789056) on Thursday, 17th February 2011permalink

    Same trouble with the BBC iplayer on my Panasonic Tv,
    As most modern Tv's come with a usb port is there a way to play a downloaded iplayer programme via this, so far all my attempts have failed.

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  • Message 16. Posted by FirebladeDreamer (U14762216) on Friday, 18th February 2011permalink

    Well I've reported the problem along with Panasonics statement on the contact form you suggested. So I guess we just wait.

    complain

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  • Message 17. Posted by matt (U8621220) on Friday, 18th February 2011permalink

    [quote]As most modern Tv's come with a usb port is there a way to play a downloaded iplayer programme via this[/quote]
    Unless the TV supports DRM then no.

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  • Message 18. Posted by matt (U8621220) on Friday, 18th February 2011permalink

    Knew I should have previewed that first.

    As most modern Tv's come with a usb port is there a way to play a downloaded iplayer programme via this

    Unless the TV supports DRM then no.

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  • Message 19. Posted by GR (U14777517) on Monday, 21st February 2011permalink

    I contacted the BBC iplayer service about this. To my amazement I actually got a reply but sadly it wasn't very conclusive. It is also at odds with what Panasonic have told a previous poster in this thread. Here is the response.
    -----------------------------------------------------------------------

    "Thank you for contacting the BBC iPlayer support team.

    I understand that you’re having problems accessing BBC iPlayer via your Freesat service.

    We appreciate your feedback and you’ll have to contact Freesat with regards to your issue with iPlayer.

    Nevertheless, I have fully registered your comments on this issue. They have been made available to those responsible for maintaining the BBC iPlayer service.

    Thanks again for contacting the BBC iPlayer support team."

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  • Message 20. Posted by BluesMan6969 (U10512229) on Wednesday, 23rd February 2011permalink

    Just adding my voice to this, as I have the same problem with the Panasonic D25. At least I know now that its not something I can do anything about. Thanks for everyone who chipped in to verify this. My guess is it's a problem at Panasonic, and they are lying through their teeth about it saying it's a BBC problem (what nonsense - its the TV manufacturers who have the reponsibility to ensure compatibility, not the BBC!) Hopefully Panasonic will do a sofware update at some stage which fixes it.

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  • Message 21. Posted by BluesMan6969 (U10512229) on Saturday, 26th February 2011permalink

    I think I might have solved this problem by converting to using the wired connection via a homeplug. A have a theory that the USB port used for the wireless modem is not completely isolated from other hardware fitted via the other USB ports. So any idle code transmitted to or from (say) a hard drive also fitted to the USB hub interupts the streaming video signal from iplayer, resultng in this crashing out. The fact that this seems to happen at regular intervals seems to support something like this going on. If my hypothesis is right, then this is a pretty dumb design fault by Panasonic, in my view. Streaming video should be just that - streaming, without interuption.

    I thought switching to the wired connection might get round the problem because it uses the ethernet port which should run independently of any other periferal hardware. And so far so good - I've watched a few iplayer programmes without interuption. I'll keep you posted.

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  • Message 22. Posted by Roy Everitt (U14798081) on Sunday, 27th February 2011permalink

    Sorry to add to the confusion.

    I have a brand new Sagem FreeSat receiver connected to a new LG TV.

    I also use a Homeplug to connect to the Internet.

    Yet I too get the same problem, stopping part way through the program. I tried restarting from the beginning but had problems finding where it stopped than everything seized had to leave it as I was recording another program afterwhich I had switch off to reboot..

    I am surprised with so many of us having this problem that one of the powers to be do not have the answer. I would have thought as it effects BBCiplayer BBC would want to find the answer whoever is at fault.

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  • Message 23. Posted by pddco (U14800951) on Tuesday, 1st March 2011permalink

    I too have the same problem with a Panasonic TXL37D25. I reported it to Panasonic, before Christmas. They came back to me last week(!) and said that, as the Freesat strength was 100% and Broadband was fine it must be a problem with the iplayer Freesat service.. Hmm.. seems odd to be a Freesat iplayer service problem when it's not being reported by hundreds of other users of the service.. Besides, why should the TV go back to tv mode rather than reporting an error first? Something's not quite right is it?

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  • Message 24. Posted by pddco (U14800951) on Tuesday, 1st March 2011permalink

    Sorry, forgot to mention that I am using Powerline adapters for the Ethernet connection from my TV to a BT Broadband Hub. Out of interest I tried a direct connection without the adapters. The problem of cutting out in the middle of iplayer programmes is still there...

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  • Message 25. Posted by spcdust (U14743861) on Wednesday, 2nd March 2011permalink

    My Panasonic D25 model is connected directly to my router via a short ethernet cable. The BBC iPlayer stream randomly cuts out and switches the TV back to the Freesat Tuner without any warning making viewing BBC iPlayer more or less useless. As I have a direct connection to my router the hard wired suggestion doesn't seem to make any difference.

    Panasonic seem to deny there's an issue or point the finger at the BBC iPlayer streaming servers or the end users internet connection - on my part I seem to achieve a pretty constant 12M/bit/s speed and no other devices are using my connection when using the iPlayer.

    I really wish someone would take responsibility for this issue as it's one of the main reasons I purchased this TV which I paid a premium for. Unfortunately I suspect Panasonic will bury their head in the sand and leave us high and dry.

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  • Message 26. Posted by FirebladeDreamer (U14762216) on Thursday, 3rd March 2011permalink

    I've just received this from the BBC as a result of what I logged with them many days ago (see above). Here's what they say ...

    Dear Mr Haldane
    Reference CAS-612938Thank you for contacting the BBC iPlayer Support Team.I am sorry to read that you have been unable to access BBC iPlayer via your Panasonic Freesat TV.Thank you for bringing this to our attention. The BBC engineers have managed to replicate this issue and are currently investigating the cause. We hope to have this resolved soon.Once again thank you for contacting BBC iPlayer. Finally, I have attached an invitation from BBC Audience Services' Head of Communications & Complaints, asking you to participate in our customer survey. We would welcome your views on our service.
    Kind Regards xxxxx xxxx
    BBC Audience Serviceswww.bbc.co.uk/iplayer
    NB This is sent from an outgoing account only which is not monitored. You cannot reply to this email address but if necessary please contact us via our webform quoting any case number we provided.

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  • Message 27. Posted by renzz (U14779998) on Thursday, 3rd March 2011permalink

    Sounds hopeful that it may be at the BBC end after all.

    I had this reply from Panasonic:

    Thank you for your e-mail enquiry.

    In response, Panasonic is aware of reports regarding an intermittent issue related to the BBC iPlayer functionality through Panasonic AV products. When the BBC iPlayer function is accessed, for example, an issue reported is that at random times the programme being watched stops, and the unit reverts to the television channel that was being watched prior to the iPlayer function being used or the loading page may freeze before a programme commences.

    There are a number of factors which may cause the unit to exit the iPlayer function. These include, but are not necessarily limited to, the network connection and the data transfer rate between the content source and the unit. If the data transfer rate is too low then, unlike a PC, the television has no ability to buffer or store the contents and will exit iPlayer. As the network connection is across the internet, it is very difficult to pinpoint when, where and why the data transfer rate may drop.

    During the development of the iPlayer functionality within Panasonic AV products, the reported phenomena has been occasionally observed not only on Panasonic, but also on non-Panasonic products, including AV products and games consoles.

    It is important to note that if the iPlayer content is accessed via a PC, this is supplied via a different server when compared to access via AV units. As the two services are provided from different sources, as well as the PC version having different features, it is not possible to compare the two facilities even on the same network.

    We trust that the above information will be of assistance to you. However, of course, if you should have any further queries, please do not hesitate to contact us [Personal details removed by Moderator]

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  • Message 28. Posted by FirebladeDreamer (U14762216) on Friday, 4th March 2011permalink

    BBC end or not its hard to excuse the Panasonic's iPlayer just crashing. As a software engineer its hard to imagine just why they cant trap any issues with the data stream be it connection losses or corruption and simply pop up a message box stating the problem (in simple terms) and saying the iPlayer app needs to close. Its called defensive programming.
    The Panasonic TV's are running a proper OS (FreeBSD - a Unix variant) so they they have a proper environment to work in.

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  • Message 29. Posted by TheGuitarman1 (U14789056) on Monday, 7th March 2011permalink

    Hi
    Just to set the record straight, I can access the I player through a Wii games machine connected wirelessly to the internet and watch bbc programmes mostly without any problems, perhaps the occasional buffering but it's impossible to watch a whole programme on my Panasonic TV connected to the internet via an ethernet cable without it cutting out and returning to TV mode.
    While I don't know the reason it does this I doubt it's internet related as I mentioned before the Wii bbc iplayer works fine.

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  • Message 30. Posted by egin (U14806915) on Monday, 7th March 2011permalink

    Hi,

    Just thought that I'd confirm that I have the same problem with my Panasonic.

    I have a wired connection directly to my Virgin Media hub so the the problem is not due to a slow internet connnection.

    Sounds like a BBC issue to me. TV streaming works fine with youTube etc. so Panasonic's response about the TV not able to buffer sufficiently like a computer is incorrect as it clearly can with other internet TV.

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  • Message 31. Posted by mike142sl (U14813170) on Monday, 14th March 2011permalink

    I have the Panasonic TX37D25b and am also experiencing this problem, but only since Feb this year? Has there been a download or software upgrade in this time.

    @ FirebladeDreamer: So if the problem is with the BBC, who do we report our problem to? I guess the more people they know about with this problem the more time they will give to solving it.

    Thanks

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  • Message 32. Posted by egin (U14806915) on Thursday, 17th March 2011permalink

    iPlayer seems to be working fine now.

    Are people still have problems or have I just been lucky?

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  • Message 33. Posted by BluesMan6969 (U10512229) on Friday, 18th March 2011permalink

    Well it seems to be a bit better using the home plug connection rather wifi, but the cutting out in the middle of programs still happens. Come on Panasonic, these are very expensive top of the range TV's; they should not suffer from a design fault like this. About time you came clean about it !

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  • Message 34. Posted by BluesMan6969 (U10512229) on Friday, 18th March 2011permalink

    Panasonic's totally unhelpful reply, saying its either the BBC's fault or due to internet speeds, seems like wriggling on the hook to me. I think they know very well these top of the range, very expensive TV's have a design fault, but don't want to admit it.

    If this is being caused by the video stream signal dipping out as Panasonic have suggested, then the dipping out is almost certainly itself caused by some other function within the TV, such as somethng which needs the same hardware resource as the video stream from iplayer cutting in, temporarily disabling the stream.

    It seems to be pretty much only Panasonic who has this problem - so why are they washng their hands of it? It seems to me that this might be solved a by a software update if they would only put their mind to it.

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  • Message 35. Posted by FirebladeDreamer (U14762216) on Wednesday, 23rd March 2011permalink

    I've just asked for an update on my CAS-612938.
    After submitting the query there was a page that said ...
    Why is iPlayer buffering on Freesat?
    Search iPlayer Questions

    If you're experiencing buffering or poor performance of iPlayer on your Freesat receiver, please get in touch with us using the 'Contact Us' form below.

    We'd particularly like to know the make and model of your receiver, the name of your ISP, and whether or not you have a problem viewing on other devices (such as laptops) using the same connection.

    So get on and do that everyone. Go to ...
    iplayerhelp.external...
    And use the frustrating contact us form that doesn't have an option for TV (I've already nagged them about that.)

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  • Message 36. Posted by pddco (U14800951) on Friday, 25th March 2011permalink

    Thanks FirebladeDreamer done that.. Just to say getting the same response from Panasonic pointing to issues with variable data rates over the internet.... their reply

    "In response, this has been previously investigated by our factory and as previously stated there are a number of factors which may cause the unit to exit the iPlayer function. As the network connection is across the internet, it is very difficult to pinpoint when, where and why the data transfer rate may drop. However, I will pass this to our factory for possible further investigation"

    Perhaps I've got it a bit wrong, but I thought that was what TCP and the the higher layer protocols used over the internet were designed to cope with? Hmm.. smoke and mirrors come to mind... Oh well, watch this space I suppose...

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  • Message 37. Posted by TheGuitarman1 (U14789056) on Monday, 28th March 2011permalink

    Don't know if any body else has seen the message thats just appeared when I connect to the bbc iplayer from Panasonic,
    it reads that if you have a 2008 or 2009 Tv they are aware that you might experience a problem and that they are trying resolve it.
    As my Tv, a Panasonic TX-L32D28DBS is an led tv that only came out in 2010 how come I have the same problem as every body else.

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  • Message 38. Posted by spcdust (U14743861) on Tuesday, 5th April 2011permalink

    Anyone got any further info on this. Watched the Louis Theroux programme this evening, 59 min duration and had four occurrences of the problem. Immediately watched it again on my computer(whilst doing other tasks) and no issues what so ever - no buffering nothing.

    This is really frustrating for such a supposed premium TV as currently Panasonic's implementation of the iPlayer client is not fit for purpose.

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  • Message 39. Posted by oldsandbanker (U13888791) on Friday, 15th April 2011permalink

    I am still having the same problem on my Panasonic TX-P42G20B, following a recent software update.The latest software version (2703), was downloaded about 2 weeks ago. I have a hardwired ethernet connection to my D-Link router supplied by my ISP (Talktalk). My measured download speed is about 14mbs. While watching IPlayer via the red button from time to time the screen goes black, the standby relay clicks several times, the indicator light goes from green to red and back to green, and the TV comes back on displaying a BBC freesat programme.
    Just a thought - every now and then when the set is on standby you can hear the standby relay making a sequence of about 4 clicks. Someone has suggested that this is connected with EPG update. If such an update happens during IPlayer use, I wonder if this causes the software to crash.

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  • Message 40. Posted by MikeTheBike2011 (U14858707) on Tuesday, 3rd May 2011permalink

    Oldsandbanker, I am in exactly the same situation as you and it is infuriating. Following months of complaints to both BBC and Panasonic from many owners we have had no meaningful response from either party. I too had noticed the "clicking" sound on standby and am intrigued to think this could have something to do with the problem (seems odd that an electronic update should create a mechanical click but stranger things have happened). Have you posted this to the "AV Forums" as I understand Panasonic occasionally take notice of information there (although I would hope that BBC engineers have been on contact with Panasonic we have no evidence of this getting us anywhere)?

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  • Message 41. Posted by egin (U14806915) on Friday, 20th May 2011permalink

    Have just spoken to Panasonic.

    Two weeks ago the Panasonic manufacturers in Japan finally admitted that there may a problem and are now looking into it. Panasonic UK hope to have a response soon.

    EVERY report of the problem is being sent to Japan as further proof that the problem exists - so please ring Panasonic (0844 844 3852) and report the problem because this will increase the pressure.

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