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A new version of the TVNZ plus streaming platform has left thousands of customers unable to access it.<\/p>\n
The update would allow the state owned broadcaster to charge for sports events, and offer greater personalisation for viewers, but means users with older televisions were now shut out.<\/p>\n
While TVNZ claimed the switch was seamless for most of its 800,000 accounts, support had officially ended for 2015\/2016 Samsung TVs, prompting a wave of social media complaints.<\/p>\n
Consumer’s technical specialist Nick Gelling told Nine to Noon, monetisation of services was driving a lot of digital design.<\/p>\n
But, Gelling said this could come at the expense of consumers who were dealing with reduced reliability as a result.<\/p>\n
Gelling said he didn’t know the numbers of how many customers had been impacted but with 800,000 accounts, it could easily be in the tens of thousands.<\/p>\n
“It’s best practice to give lots of notice [before an update]… there’s been some confusion over which devices are supported and which aren’t.<\/p>\n
“It’s been a bit rushed and maybe the changes haven’t been communicated well enough.”<\/p>\n
When an upgrade to an app was designed for advertisers rather than viewers, Gelling said it was “not great for the public trust”.<\/p>\n
For anyone who found they could no longer access the app on their television, Gelling said on work around that would be cheaper than a newer TV would be getting a plug in device for streaming.<\/p>\n
“Load TVNZ onto that and you should be good to go,” he said.<\/p>\n
In a statement, TVNZ said the majority of users found the transition straightforward and access for all viewers was a priority.<\/p>\n
Given the rate of growth of the platform, it said a replatform of the technology was necessary and it had been a “massive, self-funded investment”.<\/p>\n
“Ahead of the change we carried out extensive user testing. But with any large-scale re-platform, it’s expected that issues will emerge when you pull the trigger.”<\/p>\n
TVNZ said its teams were ready for this and updates were being rolled out daily.<\/p>\n
TVNZ+ would no longer be accessible for 2015\/2016 Samsung TV models, it said, as it could no longer be supported safely and reliably.<\/p>\n
“While the new platform gives us the ability to offer paid content in future, this replatform is fundamentally about modernising ageing infrastructure.<\/p>\n
“We’re working hard to address issues as quickly as possible, and the service will continue to stabilise and improve.”<\/p>\n