topic Re: Old you view box and new 4k box in Full Fibre

Old you view box and new 4k box

Nautilus186 — Sat, 11 Nov 2023 16:48:27 GMT

Hi.l recently renewed my faster fibre 150 and due to this have been sent a 4k box with signing up to talktalktv.

Two questions.

Can l still keep my old you view box which l have had for several years and use it in another room?

If I do not like talktalk TV and choose to cancel after a month do l have to send the 4k box back or as l am still on my fibre 150 contract can l still use it without the extra talktalk TV channels?

Re: Old you view box and new 4k box

Gliwmaeden2 — Sat, 11 Nov 2023 17:28:50 GMT

The £5.00 monthly charge is described as for renting the 4k box, @Nautilus186, so you'd be expected to return it, as detailed here:

https://community.talktalk.co.uk/t5/Articles/Returning-your-TalkTalk-equipment/ta-p/2348381

Re: Old you view box and new 4k box

Nautilus186 — Sat, 11 Nov 2023 18:23:36 GMT

I'm a bit confused as l have just looked at my chat transcript and the person l had the chat with stated l could cancel after 30 days and keep the box.

Re: Old you view box and new 4k box

Gliwmaeden2 — Sat, 11 Nov 2023 21:35:07 GMT

They maybe were meaning "don't cancel before 30 days are up", as boosts of all sorts have a minimum monthly contract.

Wait for staff to clarify everything - they'll be back after the weekend, @Nautilus186.

Re: Old you view box and new 4k box

Nautilus186 — Sun, 12 Nov 2023 07:50:38 GMT

I will thanks for the information @Gliwmaeden2 .👍

Re: Old you view box and new 4k box

Karl-TalkTalk — Mon, 13 Nov 2023 08:01:03 GMT

All Boosts have a 30 day period, and you can call in and cancel the TalkTalk Entertainment (TV Charge) but you will be asked to return the 4K TV Box.

Karl.

Re: Old you view box and new 4k box

Nautilus186 — Mon, 13 Nov 2023 09:20:41 GMT

Hi Karl

Hope you are well and good.

When l re contracted with talk talk l was offered the box by the agent as part of the contract.l asked the question if l decided to cancel the TV 30 day rolling contract at any point due to not being satisfied would l still keep the box due to still being on the faster fibre package and was told yes see attached.

I agreed on this basis. I have also found since that on talk talks terms and conditions it indicates that l can keep the box but it's functionality will be limited as it is provided as part of a new contract and is not a replacement .This is why l am confused as l have been told one thing when taking the contract and showing on the terms and conditions and am now being told something different.l hope you can help in this situation as it appears l have been misinformed and read misinformation.

Re: Old you view box and new 4k box

Karl-TalkTalk — Mon, 13 Nov 2023 09:31:19 GMT

This was the case originally with the YouView box (legacy DN370T / DN372T), but with the new TalkTalk Entertainment option recently introduced, this covers rental of the new 4K TV box, and if this option is cancelled we do ask that the box is returned.

Thanks

Karl.

Re: Old you view box and new 4k box

Nautilus186 — Mon, 13 Nov 2023 10:24:42 GMT

Thanks for the information Karl

But with due respect this is not what l was informed in the chat with a talktalk agent which l attached on which l took the contract. Also it does not state it was for the old type box in the ts and cs that l attached. This should be made clearer. Plus l am not happy that l have been mis sold by the agent in this instance.

Re: Old you view box and new 4k box

Karl-TalkTalk — Mon, 13 Nov 2023 10:31:29 GMT

I'm sorry you feel this way, I can only tell you what our policy is with regard to the new 4K TV box.

Thanks

Karl.

Re: Old you view box and new 4k box

Nautilus186 — Mon, 13 Nov 2023 11:26:15 GMT

I understand what you are saying Karl.But it has nothing to do with my feelings more the fact that l was told different when l committed to the contract via chat with talktalk which l attached and talk talks own terms and conditions which l attached .Not a happy TT customer at the moment ☹️

Re: Old you view box and new 4k box

Karl-TalkTalk — Mon, 13 Nov 2023 11:35:26 GMT

We can raise a complaint for you, but I cannot change the policy or deviate from our processes here.

Karl.

Re: Old you view box and new 4k box

Nautilus186 — Mon, 13 Nov 2023 12:25:59 GMT

If you could Karl that would be great as l think this needs looking into to clear up my issues.

Re: Old you view box and new 4k box

Karl-TalkTalk — Mon, 13 Nov 2023 12:37:08 GMT

I've raised a complaint for you with your contact details from your Community Profile, and this will be assigned to our complaints teams.

Thanks

Karl.

Re: Old you view box and new 4k box

Nautilus186 — Mon, 13 Nov 2023 12:38:00 GMT

Okay thanks Karl.

Re: Old you view box and new 4k box

Karl-TalkTalk — Mon, 13 Nov 2023 12:38:33 GMT

You're Welcome 🙂

Regards

Karl