Others say the app crashes frequently or doesn\u2019t open at all.<\/p>\n
For many, it is \u201cunusable\u201d.<\/p>\n
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.<\/p>\n
It says it is working to resolve issues, with updates rolling out daily.<\/p>\n
However, it won\u2019t 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.<\/p>\n
One source believed the app had been released too quickly, in order for TVNZ to have enough time to market the Fifa men\u2019s World Cup.<\/p>\n
TVNZ has exclusive rights to the Football World Cup, kicking off in June.<\/p>\n
The state broadcaster has live and exclusive rights to the football showpiece, the world\u2019s biggest sporting event, which kicks off on June 12 (NZT).<\/p>\n
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.<\/p>\n
One of the various messages some TVNZ+ users have been served up this week.<\/p>\n
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.<\/p>\n
TVNZ rejected this assertion yesterday.<\/p>\n
\u201cAhead of the change, we carried out extensive user testing,\u201d a spokeswoman said. \u201cBut with any large-scale re-platform, it\u2019s expected that issues will emerge when you pull the trigger.<\/p>\n
\u201cOur teams were ready for this, and we\u2019ve been rolling out updates daily. This process will continue over the coming days.\u201d<\/p>\n
App complaints<\/p>\n
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.<\/p>\n
The issues don\u2019t appear to be confined to one piece of equipment either \u2013 complainants have cited problems with using TVNZ+ on Apple TV; Samsung, Sony and other smart TV sets; PlayStations; laptops and iPhones.<\/p>\n
More than 1600 comments and responses have filled TVNZ\u2019s own Facebook page. There are chat groups on Reddit and Geekzone.<\/p>\n
One customer pondered whether the app designer had shares in TVNZ\u2019s free-to-air rival Three. Another suggested the app had been acquired from Temu.<\/p>\n
\u201cWhat an epic fail,\u201d another viewer said. \u201cHalf 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\u2019t show new episodes anymore, and the order of some programmes is all wrong.<\/p>\n
\u201cJust roll it back, there is enough frustration in the world, who has time to fight with a stupid app?\u201d<\/p>\n
Other social media comments included:<\/p>\n
\u201cWORST \u2018upgrade\u2019 ever! Never had any issues prior to this, and now any and every issue you could dream up.\u201d\u201cThe 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.\u201d\u201cTotal 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.\u201d\u201cAren\u2019t you supposed to be an official carrier of news to the nation? Someone\u2019s having some very bad work days.\u201c\u201cHalf of New Zealand is so frustrated and annoyed with you. I had to check with my internet provider to see if problems.\u201d\u201cGreat job on the upgrade, make sure you move the instigator of the upgrades to a lunatic asylum.\u201d<\/p>\n
Another said: \u201cShambles of a release \u2013 smacks of poor\/no testing. So slow to load on one TV and won\u2019t load at all on the other. Good job for TVNZ there are no real alternatives.\u201d<\/p>\n
And another: \u201cI\u2019d hate to imagine the $$$ they spent on this, just to tank so bad.\u201d<\/p>\n
Another: \u201cI rarely comment on social media, but this \u2018upgrade\u2019 is so bad. How can an organisation this big get it so wrong?\u201d<\/p>\n
The TVNZ+ app is a critical cornerstone of TVNZ’s five-year digital strategy.<\/p>\n
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.<\/p>\n
Among individual responses, TVNZ has said it is \u201cactively working to restore watchlists\u201d; that it is \u201caware that some viewers are currently experiencing issues playing on\u2011demand content on certain TV models”; and \u201cWe\u2019re aware of the playback issues affecting the new app and our team is actively working on it.\u201d<\/p>\n
One of the responses says: \u201cWe\u2019re really sorry for the disruption and appreciate your patience while we work through a fix. We\u2019ll share an update as soon as we know more.\u201d<\/p>\n
One viewer told TVNZ the problems were \u201cnot a good reflection on your company\u201d.<\/p>\n
Another customer told Media Insider he had tried to reach TVNZ directly.<\/p>\n
\u201cIf 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 \u2018working through some issues\u2019.\u201d<\/p>\n
TVNZ responds<\/p>\n
A TVNZ spokeswoman said that TVNZ+ was used by 1.24 million New Zealanders each week, across the 771,500 accounts.<\/p>\n
\u201cFor 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.\u201d<\/p>\n
She said TVNZ+ launched nearly 20 years ago.<\/p>\n
TVNZ chief executive Jodi O’Donnell. Photo \/ Sylvie Whinray <\/p>\n
\u201cBuilt in-house and expanded over many years, the technology has reached its limit. To continue to grow at the rate we\u2019re growing, we\u2019ve had to re-platform.<\/p>\n
\u201cThis is a major, self-funded investment so we can keep serving New Zealand audiences now and well into the future.\u201d<\/p>\n
She said while the new platform gave TVNZ the ability to offer paid content, \u201cthis re-platform is fundamentally about modernising ageing infrastructure\u201d.<\/p>\n
\u201cWe\u2019re doing this now, to give us ample time to move viewers across and ensure they\u2019re streaming as expected before our TVNZ+ Event Passes are available for purchase.\u201d<\/p>\n
She said access for all viewers \u201cremains our priority\u201d.<\/p>\n
\u201cWe\u2019re 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\u2019re committed to ensuring everyone who wants to watch TVNZ+ can do so.\u201d<\/p>\n
One source told Media Insider that there was a belief TVNZ had rushed the app release because of the World Cup.<\/p>\n
\u201cThat\u2019s their opinion, I would disagree,\u201d the TVNZ spokeswoman said.<\/p>\n
Media Insider understands a go\/no-go meeting in the past week gave the all clear for release.<\/p>\n
\u201cGo\/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,\u201d the spokeswoman said.<\/p>\n
Media Insider was also told three TVNZ staff members were sent to India ahead of the app release.<\/p>\n
\u201cIt\u2019s also fairly standard to send team members to work with vendors if that helps progress a technology build,\u201d said the spokeswoman.<\/p>\n
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<\/p>\n
TVNZ\u2019s digital-first strategy<\/p>\n
TVNZ is more than a year into its five-year digital-first strategy, costing up to $100 million.<\/p>\n
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.<\/p>\n
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\u2019s watching what.<\/p>\n
New digital technology will also allow advertisers to access self-service, allowing them \u201cto buy TV just as easily as they do any other digital advertising propositions\u201d, TVNZ has previously said.<\/p>\n
An image from TVNZ’s press release earlier this week.<\/p>\n
In a statement earlier this week, TVNZ announced, with fanfare, the release of the new app.<\/p>\n
\u201cViewers will see initial upgrades like a redesigned featured content carousel and Top 10 belt for TVNZ+\u2019s most popular content, a simpler, more secure login, and the introduction of audio description capability expanding the platform\u2019s accessibility.<\/p>\n
\u201cThe 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.\u201d<\/p>\n
Kanoa Lloyd\u2019s new corporate project<\/p>\n
Former Three and The Project presenter Kanoa Lloyd. <\/p>\n
Former TV host Kanoa Lloyd is swapping cameras for the corporate world, with a top new role at Infrastructure New Zealand.<\/p>\n