Others say the app crashes frequently or doesn’t open at all.
For many, it is “unusable”.
TVNZ is trying to ward off what appears to be a brewing public relations issue, saying the majority of its customers have had no issues with the release of the new app in the past week.
It says it is working to resolve issues, with updates rolling out daily.
However, it won’t say how many of its 771,500 TVNZ+ account-holders are estimated to be affected by the glitches, or exactly what is causing the problems.
One source believed the app had been released too quickly, in order for TVNZ to have enough time to market the Fifa men’s World Cup.
TVNZ has exclusive rights to the Football World Cup, kicking off in June.
The state broadcaster has live and exclusive rights to the football showpiece, the world’s biggest sporting event, which kicks off on June 12 (NZT).
While TVNZ will screen 22 of the 104 games live and free, its new app allows it to charge a subscription for viewers who want access to live coverage of all 104 games. TVNZ has yet to release pricing for an all-tournament pass.
One of the various messages some TVNZ+ users have been served up this week.
TVNZ says it is working hard to fix the app problems, but viewers are questioning how and why the app was released to the public last weekend without what some believe should have been full and proper testing.
TVNZ rejected this assertion yesterday.
“Ahead of the change, we carried out extensive user testing,” a spokeswoman said. “But with any large-scale re-platform, it’s expected that issues will emerge when you pull the trigger.
“Our teams were ready for this, and we’ve been rolling out updates daily. This process will continue over the coming days.”
App complaints
While it is not unusual for technology releases like this to be affected by glitches, the number and nature of the TVNZ+ complaints indicate a range of problems that have continued throughout the week.
The issues don’t appear to be confined to one piece of equipment either – complainants have cited problems with using TVNZ+ on Apple TV; Samsung, Sony and other smart TV sets; PlayStations; laptops and iPhones.
More than 1600 comments and responses have filled TVNZ’s own Facebook page. There are chat groups on Reddit and Geekzone.
One customer pondered whether the app designer had shares in TVNZ’s free-to-air rival Three. Another suggested the app had been acquired from Temu.
“What an epic fail,” another viewer said. “Half my watchlist is gone, the list is now one long line, rather than tiles I can easily see. Most of the time, I click on a programme and it just gives me a blank screen. It doesn’t show new episodes anymore, and the order of some programmes is all wrong.
“Just roll it back, there is enough frustration in the world, who has time to fight with a stupid app?”
Other social media comments included:
“WORST ‘upgrade’ ever! Never had any issues prior to this, and now any and every issue you could dream up.”“The app is laggy, buggy and provides an appalling user interface and experience. I think several days is more than enough, at least roll back till you fix it.”“Total fail!!! Cannot watch TVNZ on demand I have a Samsung TV and app will not work since upgrade. This is extremely disappointing and TVNZ should be embarrassed.”“Aren’t you supposed to be an official carrier of news to the nation? Someone’s having some very bad work days.““Half of New Zealand is so frustrated and annoyed with you. I had to check with my internet provider to see if problems.”“Great job on the upgrade, make sure you move the instigator of the upgrades to a lunatic asylum.”
Another said: “Shambles of a release – smacks of poor/no testing. So slow to load on one TV and won’t load at all on the other. Good job for TVNZ there are no real alternatives.”
And another: “I’d hate to imagine the $$$ they spent on this, just to tank so bad.”
Another: “I rarely comment on social media, but this ‘upgrade’ is so bad. How can an organisation this big get it so wrong?”
The TVNZ+ app is a critical cornerstone of TVNZ’s five-year digital strategy.
TVNZ has replied to some comments on its social media page, mainly acknowledging the issues and apologising for them, but without specifying when fixes might be complete.
Among individual responses, TVNZ has said it is “actively working to restore watchlists”; that it is “aware that some viewers are currently experiencing issues playing on‑demand content on certain TV models”; and “We’re aware of the playback issues affecting the new app and our team is actively working on it.”
One of the responses says: “We’re really sorry for the disruption and appreciate your patience while we work through a fix. We’ll share an update as soon as we know more.”
One viewer told TVNZ the problems were “not a good reflection on your company”.
Another customer told Media Insider he had tried to reach TVNZ directly.
“If you call TVNZ and press the number for TVNZ+ you get a message saying use the web form. I called [the] TVNZ main number and after 10 minutes got an answer and someone took notes to pass on to the TVNZ+ team, who were ‘working through some issues’.”
TVNZ responds
A TVNZ spokeswoman said that TVNZ+ was used by 1.24 million New Zealanders each week, across the 771,500 accounts.
“For the majority, the transition has been straightforward, but we anticipated there would be issues for some, and our focus now is supporting those viewers and getting them set up.”
She said TVNZ+ launched nearly 20 years ago.
TVNZ chief executive Jodi O’Donnell. Photo / Sylvie Whinray
“Built in-house and expanded over many years, the technology has reached its limit. To continue to grow at the rate we’re growing, we’ve had to re-platform.
“This is a major, self-funded investment so we can keep serving New Zealand audiences now and well into the future.”
She said while the new platform gave TVNZ the ability to offer paid content, “this re-platform is fundamentally about modernising ageing infrastructure”.
“We’re doing this now, to give us ample time to move viewers across and ensure they’re streaming as expected before our TVNZ+ Event Passes are available for purchase.”
She said access for all viewers “remains our priority”.
“We’re working hard to address issues as quickly as possible, and the service will continue to stabilise and improve. Viewers should check for the app updates. We’re committed to ensuring everyone who wants to watch TVNZ+ can do so.”
One source told Media Insider that there was a belief TVNZ had rushed the app release because of the World Cup.
“That’s their opinion, I would disagree,” the TVNZ spokeswoman said.
Media Insider understands a go/no-go meeting in the past week gave the all clear for release.
“Go/no go gateways are a standard part of technology change, we had [a] go/no go meeting in the lead up to the changeover until conditions were met to go live, with a decision made prior to [the] weekend selected,” the spokeswoman said.
Media Insider was also told three TVNZ staff members were sent to India ahead of the app release.
“It’s also fairly standard to send team members to work with vendors if that helps progress a technology build,” said the spokeswoman.
Are you affected by glitches and bugs with the new TVNZ+ app? Please email with your experiences and any TVNZ response to shayne.currie@nzme.co.nz
TVNZ’s digital-first strategy
TVNZ is more than a year into its five-year digital-first strategy, costing up to $100 million.
Years two and three will see the bulk of capital investment, with the new digital app and backend technology offering a raft of new initiatives.
As well as allowing TVNZ to enter the subscription TV market, the app offers a much more personalised experience for customers, and will provide the company with better data on who’s watching what.
New digital technology will also allow advertisers to access self-service, allowing them “to buy TV just as easily as they do any other digital advertising propositions”, TVNZ has previously said.
An image from TVNZ’s press release earlier this week.
In a statement earlier this week, TVNZ announced, with fanfare, the release of the new app.
“Viewers will see initial upgrades like a redesigned featured content carousel and Top 10 belt for TVNZ+’s most popular content, a simpler, more secure login, and the introduction of audio description capability expanding the platform’s accessibility.
“The new platform opens the door for further opportunities and experiences for viewers, with audio and visual quality content upgrades, auto-playing video previews and the ability to purchase event passes for the very first time in advance of the FIFA World Cup 2026 still to come.”
Kanoa Lloyd’s new corporate project
Former Three and The Project presenter Kanoa Lloyd.
Former TV host Kanoa Lloyd is swapping cameras for the corporate world, with a top new role at Infrastructure New Zealand.
She joined the organisation this week as its strategy and engagement manager, replacing Katie Bradford, who has returned to journalism and a role at the NZ Herald.
Lloyd would lead engagement with members, stakeholders, and government, supporting Infrastructure New Zealand’s mission to advocate for a more strategic, long-term approach to infrastructure investment, said chief executive Nick Leggett.
“It is really happy news,” Lloyd told Media Insider of her new role. “It’s really exciting.”
Lloyd was previously a host of The Project on Three and, in more recent years, has been working in production roles in the film and TV sector.
The Project – a half-hour news and chat show that aired at 7pm on weekdays – was cancelled in late 2023, after six years on air.
Lloyd said she had spoken to Bradford about the Infrastructure NZ role.
“She just spoke so highly of Nick Leggett as a CEO and of the organisation as a whole.
“I realised there’s a whole universe to explore. There actually are some really big alignments [with journalism and broadcasting]. I’ve always cared about connecting people and telling stories, and infrastructure is an interesting space where there’s lots of energy and work to make positive changes.”
Kanoa Lloyd hosted The Project alongside Jeremy Corbett and Jesse Mulligan.
Media Insider caught up with Lloyd as she was heading to the South Island.
“I’m on my way to Nelson to connect with some people about resilience in the regions.
“Obviously, that’s a huge part of what’s going on in our news cycles and in our country. Everyone’s saying there’s been an unexpected weather event every eight days.
“Nelson’s a region where they’ve battled through some really big weather events, but they’re doing some exciting, innovative stuff in the recovery.”
She would meet people who were “coming up with good ideas and ways to build that resilience into roads and bridges… and then meeting with ministers and ministries and figuring out how we keep projects that are already underway, how we keep them alive.
“And make sure that people who are coming up with these good ideas in the infrastructure sector are getting a voice.”
Leggett said the organisation was focused on strengthening its voice and impact.
“Kanoa is an experienced communicator and relationship builder. Her understanding of how to engage effectively with both decision-makers and the public will be a real asset as we continue to promote better infrastructure outcomes for New Zealand,” he said.
Sky TV ad boss departing in ‘immediate’ change
Sky TV continues to enhance the meaning of upheaval, with news that the broadcaster’s recently appointed head of sales is now leaving himself.
James Hole had just helped lead a major restructure of Sky TV’s commercial teams – essentially pulling together the sales teams of the traditional Sky business with those who came across from Three.
Sky acquired Three from Warner Bros Discovery in a $1 debt-free deal last August.
Sky TV head of sales James Hole.
Hole, one of those who came across from Three/Warner Bros, was appointed as the overall head of sales at Sky late last year. Sky’s then advertising boss, Ben Gibb, left the business – he now has a top job at outdoor firm QMS.
Now Hole himself is departing Sky – a few weeks after his own boss, Juliet Peterson, left Sky. She was the former boss of Three in New Zealand and had been the chief business officer at Sky.
Hole did not wish to comment yesterday, referring Media Insider to Sky TV’s PR team.
A Sky TV spokeswoman confirmed the changes, saying Phil Lucy had been appointed, effective immediately, to the position of ‘head of advertising’ at Sky – a new role that now brought the company’s advertising sales and operations teams together under one leader.
Lucy’s role would allow Sky “to stay better aligned and make the most of the opportunities across our expanded portfolio”, the spokeswoman said.
A source with knowledge of the situation told Media Insider that the situation was a mess. They were critical of many of the changes that had unfolded since August. “Destroyed in eight months what the Sky original team achieved within two years. Sad.”
The Sky spokeswoman said: “We’re working through a complex integration and with change of this scale, there will be things we learn and adjust along the way. Our focus is on getting it right so the structure works for our people, our partners and our long-term growth.”
She said Hole would help Lucy with a handover “over the next week”.
“We’re really grateful for his leadership and commitment and wish him all the very best for the next chapter.”
The deeper context to all this is Sky’s revenue challenges in a soft TV advertising market.
Sky would not comment on its revenue performance so far in 2026.
“As a listed company, we report our financial performance to the market through formal disclosure processes and will provide an update at our full-year results,” the spokeswoman said.
“We don’t comment on speculation or unverified numbers outside of that process. As we noted at our interim results in February, we expect economic conditions to remain challenging.”
Sky is continuing to look for a chief sales officer – the role that will essentially replace Peterson on its executive. In the meantime, chief financial officer David Mackrell is acting in that sales executive role.
Spark media account up for pitch
A scene from Spark’s recent split-car advertisement.
One of New Zealand’s most lucrative advertising accounts is up for grabs.
For nine years, PHD – part of the world’s biggest global advertising firm, Omnicom – has held the Spark media account in New Zealand.
Spark confirmed to Media Insider that the media account was up for pitch.
“I can confirm we are currently in a pitch process for our media agency,” Spark chief brand and corporate affairs officer Leela Ashford told Media Insider.
“Our incumbent agency, PHD, is part of that process, but beyond that I can’t confirm other participants. The process is underway now and we expect it to complete in the coming months.”
Ashford said PHD was a “great partner”.
“We highly value the team and their capability. Equally, we believe it is good business practice to periodically review our agency relationships, and we haven’t reviewed media for around nine years.”
Two other Omnicom-owned advertising agencies – OMD and McCann – hold the media accounts for Spark’s two telco rivals, 2degrees and One NZ.
An advertising source speculated that MBM and Dentsu were two agencies likely to be keen on the Spark account.
Ashford said the process had no impact on Spark’s creative agencies, Colenso BBDO and Bastion Aotearoa.
RNZ’s new audio boss
I caught up this week with RNZ chief audio officer Pip Keane for her first media interview since taking on the newly created executive role last October.
RNZ chief audio officer Pip Keane and (inset) Morning Report hosts Ingrid Hipkiss and John Campbell. Photos / RNZ
She has a lot on her plate, as she seeks to continue to rebuild RNZ’s radio ratings – she’s already overseen a lot of change in her first six months, not least of all the appointment of John Campbell as new Morning Report co-host.
In a wide-ranging interview, Keane talks of her approach to the role and her own response to the much-publicised RNZ National review last year by Richard Sutherland.
She also announced Kim Hill is returning to RNZ, for a new podcast series later this year.
Trade Me Insurance’s 3.23am alert
Put this one down as a marketing fail.
Trade Me Insurance has apologised to a customer for sending them a text in the dead of the night – precisely 3.23am – saying: “FROM TRADE ME INSURANCE: There’s a severe thunderstorm warning in your area. Please stay safe and follow any Civil Defence guidelines. You can also check out their tips online to help keep you and your belongings safe at https://getready.govt.nz/.”
A Trade Me Insurance representative apologised to the customer, saying the text had been timed for 12 hours earlier.
“I recognise that any alert being sent can cause additional stress or confusion when sent by your insurer, rather than the likes of Civil Defence,” the staff representative said.
“Trade Me Insurance sends these occasionally when we want to reassure our customers that we’re here to help in the event of any impacts or claims that may be required after a storm/natural disaster occurs, or in advance of this occurring to provide you plenty of warning if you need to make any plans to protect your asset.
“I have confirmed with our marketing team that this message was due to be sent out around 4pm yesterday, however, due to a significant lag in SMS delivery, due to an issue with the One NZ network, many of these messages were unfortunately not delivered until 1-4am for many of our customers.
“This was not the intention, and we apologise for any additional stress this may have caused you, as well as for waking you up at 3.23am.”
Editor-at-Large Shayne Currie is one of New Zealand’s most experienced senior journalists and media leaders. He has held executive and senior editorial roles at NZME including Managing Editor, NZ Herald Editor and Herald on Sunday Editor and has a small shareholding in NZME.