topic Re: New TV box not arrived in TV

New TV box not arrived

pne168 — Tue, 23 Apr 2024 09:37:12 GMT

I had a long livechat session over a week ago and was promised a new TV box. This has not arrived and I have not received any confirmation about this

Re: New TV box not arrived

Karl-TalkTalk — Tue, 23 Apr 2024 09:57:04 GMT

I'm showing that you are a City Fibre customer.

TalkTalk TV is not currently available to City Fibre Customers, so no TV box will be provided.

Thanks

Karl.

Re: New TV box not arrived

pne168 — Tue, 23 Apr 2024 10:36:08 GMT

Hi Karl,

no this is not correct. I am a Talktalk customer and have been for many years.

Can you please check to confirm this

Re: New TV box not arrived

Karl-TalkTalk — Tue, 23 Apr 2024 10:42:51 GMT

I know you are a TalkTalk customer, but I'm showing you have a full fibre service (FTTP) via City Fibre.

At present City Fibre provisions are not compatible for TalkTalk TV and no TV box can be ordered. The system will not allow for this.

Thanks

Karl.

Re: New TV box not arrived

pne168 — Tue, 23 Apr 2024 10:55:31 GMT

Hi Karl,

I am confused. The city fibre box is connected to a Talktalk router and to my existing tv box (dn372t)

which works for the guide but does not always record programmes correctly. . I also have a landline still connected on the old system. Do I need to get city fibre to remove their connection?

Re: New TV box not arrived

Karl-TalkTalk — Tue, 23 Apr 2024 11:03:36 GMT

City Fibre are an altnet service (alternative Network) provider used by TalkTalk however at present TalkTalk TV services are not set up for City Fibre at this time and no TV Box etc can be provided to customers connected over City Fibre.

Thanks

Karl.

Re: New TV box not arrived

pne168 — Tue, 23 Apr 2024 11:14:41 GMT

Hi Karl,

I still do not understand how my talktalk tv services works at the moment if I have a City Fibre connection, which you have clearly said is not compatible. Is there someone I can speak to so that I can understand this?

Re: New TV box not arrived

Karl-TalkTalk — Tue, 23 Apr 2024 11:28:56 GMT

The legacy youview box will work as it just needs a connection to the internet, any TalkTalk TV box will work on your line, what I'm trying to say is that at present our systems and City Fibre systems have not been integrated yet for the provision of TalkTalk TV. so it's not a TV BOX issue it's a system / process issue.

At present TalkTalk TV is not provided to customers over City Fibre connections and our systems will not send out TV Boxes to customers who have their connection via City Fibre.

This is currently a business decision / process and until such time as this changes, a TV Box cannot be provided to you.

Thanks

Karl.