Wednesday 27 April 2016

The End of Support: Is your tech about to be abandoned?

The End of Support: Is your tech about to be abandoned?

Companies can remove support for any device or service at any time, effectively leaving them unusable and unsafe. Mike Plant reveals whether time is running out for your favourite tech

There’s always a thrill about buying a new device like a laptop, tablet or TV. You’ve done your research, read all the reviews and are happy the device does everything you want. You hand over your money and take it home, eager to unpack it and power it up for the first time.


It works perfectly, with every feature and function working as you hoped. Soon you wonder how you ever lived without it. And then, without warning, the rug is pulled from under your feet. Your TV no longer supports your favourite streaming service, your ebook reader can no longer access its book store or your broadband provider drops its bonus offers.

Here, we uncover some of the most high-profile recent examples of disappearing support for devices and services, as companies abandon their devices, services, apps… and customers.


Barnes & Noble Nook e-reader


Lifespan: October 2012 - May 2016

Because US book retailer Barnes & Noble is removing UK support for its Nook e-readers, customers won’t be able to access their accounts from 31 May, and haven’t been able to buy new digital content since 15 March. This means from June you will no longer be able to download any ebooks, magazines and newspapers you previously bought.

However, the vast majority of Nook users will still be able to read ebooks they have bought. This is because Barnes & Noble has struck a deal with Sainsbury’s to transfer all customer accounts to the supermarket. As long as Sainbury’s stock an ebook you have previously bought, you’ll still be able to read it on your Nook.

Best solution: This depends on the types of ebook you bought. If your collection consists mainly of bestsellers then you should find that you can preserve the vast majority of your books when transferring to Sainsbury’s. It’s a good idea to first check out Sainsbury’s ebook store (www.snipca.com/20229) to make sure it stocks the majority of your books. You should already have an email from Nook explaining how to move your library to Sainsbury’s – if you haven’t you should contact Nook directly at www.snipca.com/20228.

If your library of ebooks contains lesser-known titles that are not available on the Sainsbury’s site (or it doesn’t have many titles that might interest you in future), you should consider downloading all of your bought magazines, newspapers and ebooks to your Nook, ignoring the option to move to Sainsbury’s ebook store.

This is something of a drastic option. It allows you to keep your Nook purchases, but you will no longer be able to access an ebook store on your Nook, so you won’t be able to add any more ebooks to it. Only take this option if it makes sense based on your collection and be sure to read Barnes & Noble’s online advice first (www.snipca.com/20230).

Skype TV app


Lifespan: January 2010 - June 2016

Using the Skype app on your TV is a great way to stay in touch with family and friends across the globe. It’s a shame, therefore, that Microsoft has now turned its back on the service. From 1 June the app will receive no more updates from Microsoft and will start to be removed from TVs by manufacturers. There’s unlikely to be any refunds for those who bought a camera to specifically use Skype on their TV, though you may find other uses for it (see below).

Best solution: Skype will remain fully supported on PCs, tablets and phones so you still have those options. To continue using Skype on your TV, you could connect your laptop to it with an HDMI cable. If you like to use Skype from the comfort of your sofa, but your laptop’s built-in camera isn’t good enough to capture you properly, you could connect your dedicated Skype app camera to your laptop and use that instead.

Skylake Intel processor


Lifespan: August 2015 - July 2018

Believe it or not (and why wouldn’t you?) Microsoft is using the threat of vanishing support as yet another means to persuade you to upgrade to Windows 10. This latest tactic relates to Intel’s Skylake processors found in many new PCs.

Although there’s nothing wrong with the processors themselves, on 17 July 2018 Microsoft will stop providing software updates (beyond essential security fixes) for Windows 7 and 8.1 computers that contain them. Microsoft had initially said that the deadline would be 17 July 2017, but extended it by a year following complaints from the public and companies.

Best solution: To check the type of processor your PC has click the Start menu, type system information and press Enter. In the window that opens look for Processor in the Item column. If your processor is listed as an i3, i5 or i7 type, then it’s made by Intel. To see if it’s a Skylake processor go to www.ark.intel.com and type its name into the search box at the top left (e.g. i3 6100E). If it says your processor is ‘6th Generation Intel’ then it’s a Skylake chip. If this is the case you should consider upgrading to Windows 10 now, while it’s free, to avoid paying for it when support for Windows 7 and 8.1 runs out.

Virgin Webspace service


Lifespan: July 2006 - April 2016

If you use Virgin Media’s free web-hosting service Webspace, then prepare to be disappointed. The company is closing the service, stating: “As more of our customers are choosing to use alternative apps and services, we’ve decided to stop offering Webspace from 28 April”. The really bad news is that your website will be deleted if you don’t act.

Virgin Media has struck a deal with GoDaddy to provide alternative web hosting for its customers. Virgin negotiated free hosting for customers moving to GoDaddy, but only for the first 12 months, after which it will cost you around £60 a year (depending on the options you choose).

Best solution: Transferring your website from Virgin Webspace to GoDaddy is painfully complicated, so we suggest you shop around for a new web-hosting service that suits you. Have a look at the deals on offer from Fasthosts, 123-reg and 1&1. Once you’ve settled on a service, follow the instructions on your new host’s website to transfer your Virgin Webspace site to its new home. It’s unlikely to be more complex than moving to GoDaddy.

Amazon Kindle (2007-2012 models)


Lifespan: November 2007 - March 2016

“Your Kindle is unable to connect at this time. Please make sure you are within wireless range and try again.” If your Kindle greets you with these words when you try to access the Kindle store then you, like millions of others, own a device that Amazon has abandoned.

Best solution: Amazon released a “critical software update” on 10 March, with Kindle owners only given until 22 March to download it. If you missed this deadline, your Kindle will no longer connect to the store, nor can it download it. The only way to restore these functions is to download the update to a PC, connect your Kindle to your PC via a USB cable, then drag-and-drop the update to your Kindle. Go to www.amazon.com/ku2016 for help with identifying which Kindle model you have and information on how to apply the update.

WHO REALLY OWNS THE EXPENSIVE DEVICES IN YOUR HOME?


The recent demise of a ‘smart home’ system has underlined the risks you face when buying devices. Revolv let you control your thermostat, home-security cameras and smoke alarms via an app on your phone.

The US-based firm was bought in 2014 by the Google-owned company Nest, another smart home system. But in April this year, Nest announced that it was closing Revolv.

Shockingly, this means that all Revolv products will stop working on 15 May, leaving them as little more than expensive paperweights (they cost $300!).

The scary truth is this won’t be the last time that tech products – and their owners – get hung out to dry. Revolv’s customer base is largely confined to the US, but next time, it could just as easily be UK consumers who are left with an expensive product that no longer works.

The moral of the story is this that tech companies like Apple, Samsung, Google and Amazon can change or abandon the products we ‘own’ as they please. We will continue to provide the best advice so you can stay in control of the devices you own.