KEY POINTS:
TVNZ is fielding a stream of queries from people confused by their television screens cutting off parts of television programmes.
The state broadcaster has been dealing with inquiries since it changed to a widescreen format in late September for shows on TV One and TV2, leaving some viewers with the sides of their favourite shows falling off the screen.
"We have had a fairly steady flow of people saying hey what's going on?", TVNZ spokeswoman Megan Richards said. "Some of them fix it themselves really easily, but some of them are very confused."
Many programmes and films are now made in the widescreen 16:9 format, which is made to fit flat panel television screens. TVNZ is now showing programmes made in widescreen format as they are - meaning the sides of the show can be cut off, including credit information and even the sides of people's faces, for anyone watching on an older television screen that is not a flat panel. Nearly all prime-time programmes are expected to be shown in the new format by 2008.
There was similar confusion from viewers earlier this year when TV3 switched to widescreen without much warning; but many people are still not sure how to fix the problem.
Transmission manager Doug Stevens, who has been helping people work through the problems, said it was a balancing act. "It is trying to get the optimum viewing experience for those with widescreens... and keeping those with the 4:3 sets happy as well."
Richards said they haD been working with consumers on a one-to-one basis to solve the issue, which required a simple settings switch for those with digital Sky or Freeview decoders, or a retuning of older sets to receive the full picture.
"I'm not aware of any case where it's hopeless, it's just whether people want to go to the trouble of getting their older television tuned... You don't have to get a new TV just because we are broadcasting in widescreen, but probably some people will take it as an opportunity."
Viewers experiencing problems should consult the TVNZ website, or call the contact centre for assistance.
