Freeview’s designated replacement Freely recently added more streaming channels to its line-up. Some users are still missing out on the new channels.
- Some Freely devices can’t keep up with the latest changes.
- Troubleshooting guide designed to assist viewers.
Earlier this month, next-generation digital TV platform Freely announced it has added a range of new channels that could be streamed to compatible smart TVs. The arrival of channels including True Crime, PBS America, GB News and QVC was the second big tranche of new streaming channels since UKTV added services including U&Dave and U&W back in September.
Back then, some viewers got in touch as late as November still missing U&Dave from their internet-only channel list. Following January’s change, some viewers say the changes are taking a long time to come through.
It’s a sign that some devices haven’t automatically updated to reflect changes to the Freely service.
While RXTV can’t handle individual queries, here’s a handy overview as to why some users are – weeks after new services launch – still unable to access them on their Freely TV.
What’s the issue?
Freely is embedded as a HbbTV Operator Application in a growing number of new smart TVs. It replaces Freeview, with its own channel listing. You can choose to connect your TV to both a TV aerial and your broadband router to receive all locally available free-to-air channels, plus streaming services. Alternatively, you can go internet-only, accessing streaming-only services.
The HbbTV Operator Application (or OpApp) provides a set-top-box experience on your smart TV without needing an actual separate box. If you’ve ever had a separate Freeview, Sky or Virgin box connected to your TV, you’ll know that the box has a different look and feel, the menus are different and there’s a different remote control. On Sky and Virgin boxes, you’ll see their standard branding across the user interface. And if you’ve switched from one make of TV to another, you’ll know that the menus, TV guide and navigation tools can be different, even if both TVs support Freeview.
The Freely OpApp overrides your TV’s own functions with Freely’s branding, standardised menus and other navigation tools, as if you’ve plugged in a separate box. It’ll also automatically scan for live TV streams online and can substitute channels received through an aerial with an internet stream of the same channel instead.
Sometimes, the app doesn’t work as intended and may need updating or reinstalling. For channels received through an aerial, a manual rescan may be required.
What does Freely advise?
When Freely adds new internet-delivered TV channels or on-demand players, it advises users to wait up to 24 hours for the changes to reach viewers.
What if I’m still missing channels or on-demand players on Freely?
The following guide does assume that your home broadband is working correctly, and other devices can connect to the internet. It’s based on guidance issued by Freely.
Updating the Freely app
Freely’s channel line-up can change without needing a software update. However, just like most connected devices, an earlier software update may have added technical features in the background in preparation for new services launching in the future.
The Freely app itself should update automatically in the background.
If you need to manually update the Freely software on your TV, select the settings menu icon (the gear or cog icon) at the top right of the screen. Select Software Updates.
Restart
“Have you tried turning it off and on again?” was the advice dished out in Channel 4 comedy The IT Crowd almost 20 years ago, and it’s still valid today.
Freely says viewers missing new services can try turning off and unplugging the TV. Wait five minutes, and plug the TV back in.
And if that still doesn’t work…
Rescan, Reinstall…
For the following step, there’s a different process to follow depending on how your TV is set up. Select one of the headings below for more information.
My TV is only connected to the internet (via wi-fi or ethernet cable)
If you’ve got your smart TV connected to the internet only (e.g. via wi-fi or ethernet cable to your router), you might need to uninstall and reinstall Freely. You can find the option to uninstall Freely by pressing Home on your remote and going to the settings menu. In ‘System’ > ‘Application Settings’, Freely should be listed there. You can uninstall from there. After the app is uninstalled, return to the home screen, select Freely and follow the instructions to reinstall it.
My TV is connected to the internet and to a TV aerial
You should rescan your TV to search for missing channels. However, bear in mind that the channels you can receive will depend on your local Freeview reception, as Freely piggybacks on the Freeview signal to give you access to channels that aren’t yet streamed via the internet. You can check which channels should be available at your address using Freeview’s channel checker. But ignore any reference to channel numbers, as these will be different on Freely TVs.
If you’re still missing TV channels, and they are listed as being a channel that’s available via an internet connection, or you’re missing an on-demand player that is part of the Freely service, you might need to uninstall and reinstall Freely on your TV. You can find the option to uninstall Freely by pressing Home on your remote and going to the settings menu. In ‘System’ > ‘Application Settings’, Freely should be listed there. You can uninstall from there. After the app is uninstalled, return to the home screen, select Freely and follow the instructions to reinstall it.
What if I still don’t have services I know I should get with Freely?
If you’re still missing new Freely services, it’s time for further help.
Freely advises users they can then do a Factory Reset as a last resort – but beware, this will delete all data from your TV, including all your logins for the various apps.
Alternatively, at this point you can reach out to your TV’s manufacturer. Details of their customer services are normally included in the product documentation or their website.
Unlike subscription services like Sky, Freely doesn’t offer any direct customer support beyond self-help guides.
By: Marc Thornham | Image: Freely