I am happy to have found this Samsung-oriented forum. Please, allow me to share my scenario with you and other Samsung “Smart TV” owners, too. Like you, I recently purchased a Samsung “Smart TV,” a Samsung UN55HU8550. I purchased it on 4/2/2015 and I absolutely love it!!! I subscribe to the most basic cable service, from Comcast. From the first evening of setting up the television and from my many months of research, I knew this television was going to provide me with the beautiful guide (EPG) that your post described. In addition, the Samsung On TV panel, allowed me to schedule the changing of channels, ahead of time, providing me with another smart benefit of the investment I had made, into this Samsung television. I was able to see and edit a channel list and, more usefully, the awesome, yet simple, Samsung guide. The guide, the channel list, and the scheduling of channel changes were all wonderful smart TV features of this wonderful television; these features and others confirmed that my research and patience paid off, along with my investment, in this wonderful HDTV. Then, I began to smell a rat.
In May, Samsung pushed out an announcement, via this television, that they were discontinuing the “On TV Panel” and that they apologized for any inconvenience; the scheduled date was June 1, 2015. From my research, the On TV panel goes back to, at least, 2011 or 2012 Samsung TVs; it is one of five Samsung Smart Hub panels and, in my opinion, the most useful of the five. In reading that Samsung was discontinuing this panel, I was concerned that it may affect our guide; however, since Samsung never mentioned that our guide would be affected, I didn’t worry too much. But, around the 2nd or 3rd of June, when I pressed the Guide button on my Samsung remote, that morning, nothing happened. Research demonstrated that my channels were still on the television, within the Channel List feature; however, I noticed that the On TV Panel icon had been removed, when I pressed the Smart Hub button, on the Samsung remote. So, I started thinking this was related to the discontinuation of the On TV Panel. Hoping that Samsung would not take away such a wonderful feature, without fully alerting their customers, I thought that the decommissioning of the On TV Panel had messed up my channel listing and decided to reset my newly-installed Samsung “Smart TV.” Well, after doing that, not only was the On TV Panel still missing, as promised by Samsung, but, my guide was still not showing up and, now, after the reset, my channels were no longer showing up, via the Channel List, either!!! Needless to say, after spending thousands of dollars on this television, I have been extremely upset and disappointed in this “Smart TV,” which, in my opinion, Samsung just dumbed down, by a lot.
A few days later, I contacted Samsung support and detailed what I had discovered and asked why I no longer have these wonderful features (full guide, programming scheduling of channel changes, and a Channel List). As multiple customer service representatives have said to me, this IS related to the decommissioning of the On TV Panel, which Samsung did near June 1, 2015. Plus, another announcement has been pushed by Samsung that a second panel (Movies and TV…panel) will be decommissioned on July 1, 2015!!! So, while I do not care, as much, about this second panel, the five panels that I counted on Samsung providing me, via my new Samsung Smart TV, for great features, and which have been around since 2011 or earlier, Samsung has now decided to remove two of the five, including the much-loved On TV panel!!! Again, this On TV Panel, as the Samsung customer service representative confirmed, is interconnected with our Samsung guide and the decommissioning is why you, I, and other Samsung Smart TV owners are no longer able to view our cable- and satellite-based electronic program guides. And, it is why we can no longer schedule program channel changes (reminders) and/or have a Channel List. Personally, I feel incredibly taken by this change, when Samsung did not provide an alternative for us, after their customers have invested hundreds, if not, thousands of dollars into their Samsung “Smart TVs.”
Further, I am trying to communicate this to ALL Samsung “Smart TV” owners, so that they, too, can communicate their frustration to Samsung, in hopes that what we have paid for, will be returned. I will also add that while I have contacted Samsung twice, regarding this issue, on only one occasion, the Samsung customer service representative said that Samsung has planned “exciting new features,” including a guide; however, there is NO TIMELINE on the implementation of these “exciting new features.” And, I believe that to take away such features that Samsung customers have learned to rely on, for years, without a replacement ready to go, is UNACCEPTABLE!!! Plus, after this experience, I have a difficult time believing that such “exciting new features” will make their way to my newly-purchased Samsung “Smart TV.” In other words, I feel a “shakedown” happening, unfortunately. Therefore, I would appreciate it, as one Samsung customer to another, if you would do your part (And, I ask others to do the same.), to please, communicate to Samsung your dissatisfaction with this decommissioning of Samsung Smart Hub features and alert other Samsung customers of this happening and encourage them to communicate their feelings to Samsung, as well, whatever those feelings may be.
Additionally, while Samsung stated they understood my feelings, they suggested that I use my cable provider’s guide, in the meantime. But, if you are like me, I much preferred the Samsung-based guide; plus, my cable provider does not offer a guide, either. And, after investing in my Samsung “Smart TV,” I do not believe that expecting a guide and all other features that I had researched and expected from the leader in “Smart TVs” is too much to expect. If, as Samsung customers, we cannot expect to have the features we paid for, what more should we NOT expect from Samsung? Next month, should I expect Samsung to take away my “Smart TV’s” ability to reproduce color images?
As one would expect, I am very, very disheartened and dissatisfied with this, my first experience owning a Samsung “Smart TV” and I would appreciate hearing other owners’ experiences, as well. I hope my post helps to bring others up-to-speed, as to what is happening with their Samsung “Smart TV.” Again, I would also appreciate others communicating their own feelings about this and/or other issues they may be experiencing, to Samsung; it’s the least we can do, after investing our money into their products. Finally, please, communicate your experiences with the rest of us, here, on this forum, so that, we may help educate other Samsung customers as to what is happening. Good luck to everyone and thank you!
P.S. Based on your thread title, I want to clarify that the electronic program guide (EPG) information does not, actually, come from the cable provider; it comes from free information sources, via the Internet. What specific program information you get is based on the information you provide, when you set up your Samsung television and your Samsung universal remote, etc., such as your zip code, your cable/satellite provider, etc. For more information, review my other response, to this thread.
I have a relatively new (5 mo. old) model UN60H7150AFXZA 60" TV. Until about a week ago, EPG data from Charter, my cable provider, populated some very nice guide screens on the TV that could be selected using my universal remote. Now, it's not available on the TV, and my universal remote's STB channel list says "The current channel list is empty." Samsung tech support says there is nothing wrong with the TV (based on several chat hours with them, restoring factory defaults and setting up the TV again, ensuring that the firmware is current, etc.). Charter says that nothing has changed in my service. I have noticed that when I configure the TV for Charter's STB, I am no longer asked for different Charter services in my area, or to enter a STB make and model number. Previously, I was. I have swapped STB's, and have had Charter send reset signals to them. I don't have another TV to swap for the Samsung to see if it can get the EPG data. Does this seem like a service provider problem, a TV issue, or perhaps both? Any suggestions will be greatly appreciated!