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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 61 of 85

Hi Karl,

Just an update so you know.

Your management team have phoned a few times and checked BT. They decided to try sending a new TV+ box. It does appear that this is working so it must have been the box (although a new one). The only problem I seem to have is that I cannot change the 'source' back from HDMI to TV. Although not too much of an issue so maybe I still need some help with that. But all ok at the moment. BT said they didn't know when the work would be done so perhaps yourselves or 'management team' will chase them for the issue to be completed. I know the management team will ring again after the holiday so I will update them and return the old box.

Thanks,

Diane

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Diane
Super Duper Contributor
Message 62 of 85

Ok Karl, thank you.

I will wait until I hear what is happening.

Diane

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Message 63 of 85

Hi Diane

 

Before the box can be used successfully it needs to connect to our TV database ad register and then receive any required updates.

 

If there is still an intermittent broadband issue this could prevent this from happening.

 

The TV signal is more sensitive than the usual broadband signal and is more easily affected.

 

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 64 of 85

Hi Karl,

By way of an experiment we re-connected the original 'You View' box which we had before I purchased the TV plus box.(we wanted to be able to record).  This does seem to be connected and working (once I find out how to use it!) as we have not long had this connected previously. Do you think that the TV+ box could be faulty?

Just thought I would let you know!

Thanks,

Diane

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Diane
Super Duper Contributor
Message 65 of 85

Hi Karl,

Just to keep you updated, we tried to connect the TV+ box today but we cannot get passed "cannot connect to your broadband". I am wondering if I need a ""guru"". Perhaps it should connect, even if it is intermittent? Really sorry.

Thanks

Diane

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Message 66 of 85

Hi Diane,

 

No Problem 🙂

 

Hopefully BT can prioritize the work and complete quickly.

 

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 67 of 85
Thank you Karl. I am happy to wait and hear from yourselves or Management Team.
Thank you. These things have to be fixed.
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Message 68 of 85

Hi

 

The speed the broadband is connecting at looks ok, but I can see there is still a high resistance showing on the line and an earth fault.

 

This is still in hand with openreach.  This type of fault can affect the broadband and TV services intermittently.

 

When Openreach confirm the external work has been completed, then we can retest.

 

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 69 of 85

Hi Karl,

I had a call from the Management team a couple of days ago, stating that the fault on the line, but outside from our house,  still needs to be attended to by digging up the road. They were going to give me another ring to tell me the situation about now. I have not heard as yet. He stated loss of the TV+ box could be due to this fault.(My own TV man could not work it out, to his annoyance. However, I have not tried it again but will do so very soon.Could you explain the in sync on the line at 45mb.  Is this a good figure or bad. I have no idea, bit of a technophobe. I would like to keep in touch if that is ok until I get my box back.

Thanks,

Diane

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Message 70 of 85

Hi Diane 

 

I'm showing the line in sync at 45mb, is general internet working ok, is the only issue now that the TV box will not connect ?

 

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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Message 71 of 85

Sorry Dianne, but as a customer, I cannot do that, all I can do is escalate it back to the OCEs for you, which I will do now.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Diane
Super Duper Contributor
Message 72 of 85

Hi Keith and Michelle,

Just to let you know I have not yet heard from TT management team via a phone call and assume the problem has not yet been fixed.  Are you able to chase them or should I via 150 direct?

Many thanks,

Diane

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Message 73 of 85

Hi Diane,

 

Ok thanks for the update 🙂

 

Thanks

 

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Diane
Super Duper Contributor
Message 74 of 85

I will. The engineers were around this morning so just waiting to hear as management section said they would give me a call.

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Message 75 of 85

Hi Diane,

 

Thanks for the update and please let us know how you get on.

 

Thanks

 

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Diane
Super Duper Contributor
Message 76 of 85

Hi there,

Just to let you know I had a call from the TT management team to  heck on my line as they said there was a fault on it. They also suggested this could be the reason I cannot connect my TT TV plus box. So they are sending an engineer to sort the line and then they will help with the box if that is not the answer. 

I was very impressed that they rang.

Thanks for help. So waiting game at the moment for a couple of days.

Diane

Message 77 of 85

Yes, that is what I would do.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Diane
Super Duper Contributor
Message 78 of 85

Thanks Keith. My TV guy did say they weren't pairing but only tried putting in another socket downstairs. Should I remove both and put together in a double socket, press both the pairing buttons and then put back?  So sorry but I am a technophobe and getting too old for all this.

Ta

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Message 79 of 85

I haven't got the time at the moment to download a user guide, but normally the other light on most powerlines (irrespective of manufacturer) indicates the state of the connection over the mains between the two units. So I would guess that they are not working correctly over the mains. Try defaulting the two PLAs in a double socket near the router if possible, re-pairing them & try back in the normal sockets.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Diane
Super Duper Contributor
Message 80 of 85

Sorry Keith, should I mention that my TV box is the TV plus box and we managed to get as far as it saying there was no broadband connection.  The TV itself however is fine and my computer is working the same.  Ta.

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