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Fibre with TV box

Diane
Super Duper Contributor
Message 85 of 85

Hi, I wonder if you can helpl I am not sure if I am on the correct help service or whether it should be the TV service.

I renewed my contract in November and was upgraded to fibre as it was a better deal than the noral unlimited broadband. The engineer has stated (via the Billing service of the forum) that there is a fault on the line. I dobn't have any problem with the computer and am happy with the speeds etc. but my engineer cannot get the extenders to link together to connect the new box which I have purchased from yourselves in order to be able to record.. He has tested them with others which still did not link and feels it might be the router (which unfortunately is not his forte).

I have an Hg663 router. All the lights bar the TV light are working. Anything you can suggest please?  I have been in touch with Arne in billing if you need any further information about the engineer! He has offered another to come but I do not feel inclined to pay. I do need to reply to Arne to either have an engineer or close the ticket!

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84 REPLIES 84

Diane
Super Duper Contributor
Message 41 of 85

That's ok. Do I leave it with you for update?

Diane

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Michelle-TalkTalk
Support Team
Message 42 of 85

Hi Diane,

 

Sorry for the delay and thanks for bumping your thread. Our Network Team have advised that the fault is with the 2nd stage repair team and we've been advised to check back on 22/01 for further updates.

 

Thanks

 

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Diane
Super Duper Contributor
Message 43 of 85

Hi Michelle,

You asked me to 'bump'!  I haven't heard anything today. 

Thanks,

Diane

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Message 44 of 85

Hi Diane,

 

I've requested an update from our Network Team and I'll let you know as soon as I receive an update. If you don't hear back by the end of today then please can you bump your thread and we can re-check this again for you.

 

Thanks

 

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Diane
Super Duper Contributor
Message 45 of 85

Hi Michelle,

No he didn't give any timescales. I did a further speed test and not bad at 28.3/9?  Just want all this settled really?

Thanks for your help aain

Diane

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Michelle-TalkTalk
Support Team
Message 46 of 85

Hi Diane,

 

I'm sorry for the delay in getting back to you. Did the engineer provide any timescales? If not then we can ask our Network Team for a further update.

 

Brock886 - Please can you create your own thread and we can look into this further for you.

 

Thanks

 

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Diane
Super Duper Contributor
Message 47 of 85

Hi Chris,

To update you : the Open Reach were in the street this morning(Monday) and they knocked and stated that a very old cable needed to be replaced which was a 'dig up' job. They will report back and hopefully it should not take too long!! I will have connection but it may not be as good as you have anticipated with Fibre.  I have checked this morning and it was same as last time.

Will you check for updates and may I ask who will follow this up to ensure it is done? Yourselves?

Thanks you

Diane

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Diane
Super Duper Contributor
Message 48 of 85
Thank you so much I certainly will.
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Message 49 of 85

Hi Diane,

 

The only update we have is from yesterday, just says allow 72 hours so I'd see how it goes over the weekend and if there's no improvement can you bump the thread on Monday and we'll check for updates


Thanks

Chris

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Diane
Super Duper Contributor
Message 50 of 85

Hello Chris,

No, haven't noticed anything untoward.

The engineers were around area yesterday as they phoned me, perhaps not fixed, did they say it was?

Thanks again.

Diane

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Message 51 of 85

Hi Diane,

 

Just run a line test again and still showing a potential earth fault, are you experiencing any problems with your telephone service such as noise on the line?

Chris

 

 

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Diane
Super Duper Contributor
Message 52 of 85
Have the line tests improved at your end?
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Diane
Super Duper Contributor
Message 53 of 85

Hi Michelle,

I have just done a TT speed test and they are reading 24.3/6.4. on the computer. I haven't had the tv on this morning to see if there is any difference there! So not sure what those readings mean?

Thanks,

Diane

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Message 54 of 85

Hi Diane,

 

Just to confirm, have you noticed any improvement since your last post?

 

Thanks

 

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Diane
Super Duper Contributor
Message 55 of 85

Brilliant thank you Karl. I actually received a call from the engineer while I was out today to say they were coming. I advised him that I had been told previously that there was no need to enter the house and he agreed. Just got in so hopefully it may be done???? Let's hope so.

Many thanks for your help.

Just as a matter of info for you my speed test showed 30.5/9.4 if this is any indication.

Hoping I'll hear all is done?

Diane

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Message 56 of 85

Hi Diane,

 

Line tests are still failing.  I've emailed networks for an update on this, and asked them to contact BT Openreach directly to chase this up.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Diane
Super Duper Contributor
Message 57 of 85

Hi Karl,

Apparently there was an issue on the external line which was found when I recently went to fibre, but I can't remember which OCE (possibly Arne) I was in contact with & under which section now, which is why the management team rang me I gather. BT apparently have to dig up the road as an ongoing issue? Are  you able to double check the line for any issues?  I can't find the link now. Is there a quick way of finding a previous link without scrolling through so many.

Thanks Karl.

Diane

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Message 58 of 85

Hi

 

Your friend is correct as all the TV channels can be viewed through the youview box.

 

There would be no involvement from BT as this would not be an external fault but an issue solely between the TV and the box.  BT would only become involved if there were a suspected line issue etc.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Diane
Super Duper Contributor
Message 59 of 85

Hi there,

Just an update.  We were sent a new TV+ box by the management team. Have not heard anything further from them as yet. The box does appear to be working ok so it must have been a faulty tv+ box which I have sent back.

Friend at Xmas took a look and it seems to be ok apart from the fact I cannot get back to the tv via the 'source'. My friend said it didn't matter and just to stay on the tv etc. via the box.

Not sure if the management team still need to chase the fault with BT and wonder if you can tell me if all is well at your end. Had no luck by the way with HDMI CEC could not find anything.

Thank you so much for your help. 

Diane

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Message 60 of 85

Hi Diane 

 

Glad the new box is working better.

 

Not bring able to change the source is an issue with the TV. 

 

Some newer TV's can have something called HDMI CEC (Consumer Electronic Control).  Basically a way for the TV to know what is connected and have limited control over a device.    I've a releatively new samsung TV with this feature and have disabled it in the TV menu as it was causing me issues and turning the TV & box on in the early hours when the box updated.

 

Have a look through the TV menu abd see if there is anything like this feature that can be turned off.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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