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Introduction

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25 REPLIES
Gondola
Community Star

Hi, I'm @Gondola a new customer of TalkTalk - when this was written in October 2016.

 

Gondola_Christmas.gif

My previous isp raised its price mid-contract. TalkTalk offered a better deal and managed the online ordering, migration and activation perfectly. Also it now has its own equipment in our exchange and is well placed to compete on performance against BT, Plusnet and Sky.

 

I joined this community because it seemed the best starting point to get help with TalkTalk's super router that didn't perform properly. Technical help / troubleshooting seems to be really effective with the joint help of OCE's and the knowledge of community contributors.

 

I've already experienced both positive customer service, talking to the offshore call centre, and dishonourable customer service via a chat agent.

 

I do believe that our community is a fine place to help with technical issues, sharing and building on ideas including improving the customer experience and motivating TalkTalk to communicate better with its customers. The new look to community is elegant and the outlook is positive. My ideal community is where it's easy to get help before there's need to complain or confront.

 

Where I live we have a community email. It's brilliant. Sharing notices about events and opportunities, neighbourhood watch info and requests for help drawing on the combined strength of the whole community. It brings us together. Our community strength accelerated the fibre broadband rollout to our homes.

 

Community works.  I had fantastic support from Community when I was a new customer. I'm now 'paying it forward' helping other customers.Holly.png

 Gondola - I'm a TVPlus customer *
Community Team
Community Team
StephenF
Community Manager
Welcome to the community and thanks for all your ideas and suggestions :)
Gondola
Community Star

 

Accessibility is important to TalkTalk and YouView enabling everyone to enjoy new levels of choice and interactivity brought by connecting our TVs to broadband.

 

This commitment is reflected in the design and use of the Next Generation TV box upgrade. The video shows how to use the embedded accessibility features.

 

 


To view this video in full screen, click the Full Screen Icon Fullscreen.pngon the video's settings bar.  Subtitles are also available from the Settings Icon Vert_dots-grey_36x36.pngSettings.png three vertical dots or a gear-wheel.  

 

 

 


|  YouView Accessibility Policy (Click here)  |
|  TalkTalk Accessibility Policy (Click here)  |

 


 

Accessibility Features with the Talk Talk TV Service

 

Sign Language 

The Sign Language feature is one of YouView’s Accessibility Features that allows everyone to enjoy TalkTalk TV. When active, this feature will provide a signer in the bottom corner of your screen translating the dialogue into sign language on any supported programme.

Subtitles

Subtitles are a great accessibility feature that provides a text version of the dialogue or commentary on a TV programme or film. Subtitles are usually displayed at the bottom of the screen to be as unobtrusive as possible.

Audio Description

Audio Description is a great accessibility feature that provides a narrative of what’s being played on the TV screen. The soundtrack from the programme will come through the speakers as normal and in addition to this a narrator will explain what’s happening on the screen. It’s similar to listening to commentary on a game of football.

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

TalkTalk Network

 

 Gondola - I'm a TVPlus customer *
Mrsmiserly
Chatterbox

That's a lovely introduction. People like yourself are a great help to people like myself who have no idea about technical things and find the language of technology confusing. I don't know what an OCE is for instance. I will write an introduction about myself when I work out how to do it! I have only joined this community today, in desperation I must add but you have already helped me. 

Gondola
Community Star

Hi @Mrsmiserly

 

Always pleased to help if I can and a warm welcome to Community.

Some things need specialist help from the TalkTalk team and we're very fortunate to have a great team of TalkTalk OCE's (Online Community Executives) that we can escalate service issues to.

Every page on Community has the yellow Browse tab, top left, and selecting this takes you to all of the main posting points for Starting a Topic in the Community Forums.  Search the Community for existing posts and solutions but to ask a question always Start a Topic of your own using the blue Start a Topic button top left of every forum.

If you ever need help or advice with your TalkTalk service then Help with your TalkTalk service is the place to go.  Just select an appropriate forum e.g. Billing for billing issues, Email for email and webmail issues etc.

Here's 'Who's Who' on Community.

 

Community.pngCommunity Who's who

You'll find more information on the Community Homepage (Click here) which is also a good starting point to explore from. 

To post an Introduction about yourself click here.

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

 

The first of its kind TV remote offers little ones more control over the content they want to watch and gives them instant access to a new Kids Zone on TalkTalk TV. TalkTalk Kids Remote.jpgTalkTalk TV Kids remote

 

Not only does this safe viewing zone make it easier for young children to scroll through the shows they love, it also makes it impossible for them to return to normal channels, or recordings, without adult supervision.

TalkTalk is the first provider to offer a remote accessed Kids Zone on its TV service.  The TalkTalk Kids TV remote just operates on that Kids Zone and allows parents control of the shows they want their kids to watch (or no longer watch), as well as setting friendly bedtime reminders to help avoid tantrums before the TV automatically goes to sleep.

Talk Talk Kids Zone.jpgKids Zone

 

 

Content may vary from that shown 

 

The TalkTalk TV Kids Remote has a one-off cost of £5 (batteries included) and the Kids Zone TV Boost is available on a rolling 30 day at a time contract for £5 a month.

Buy both via LiveChat or with a TV Plus Package (Click here).
More about Kids Remote (Click here).

Press Release 3 Aug 2017 TalkTalk TV Remote for Kids

★ Gondola ★

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

Krack attack is a theoretical hack of wireless devices as they set up a communication with a router's wireless access.  It's not an attack on a router.  

The router's wireless identity is cloned and transmitted on a different wireless channel and security keys are forged to fool the device into communicating with the fake wireless access.  The hacker therefore needs to be close to the router and the connecting device so in-home use of wireless networks is probably as secure as ever.  

Windows and iOS devices, in the way they work, aren't vulnerable to the hypothetical attack but Android devices are.  So, to be security aware, anyone using android based mobile devices in public places should be aware that there is a potential vulnerability.  But the use of public wi-fi is always a concern so this is just a heads-up to be even more security aware. 

17 Oct 2017

Watch out for the scammers

 Gondola - I'm a TVPlus customer *
Gondola
Community Star
Type Standard Modulation Tech Notes
ADSL1 G.992.1 g.DMT DMT standard for adsl1
ADSL2 G.992.3 g.DMT.bis Improved modulation method with flexible framing and optimised use of RS coding gain within the frame structure. Enhanced channel overhead configuration.
ADSL2+ G.992.5 g.DMT.bis+ Doubling of the channels available for use.
VDSL2 G.993.2  

Extensions: 

G.INP = G.998.4    Vectoring = G.993.5

Thanks to Kitz  
 Gondola - I'm a TVPlus customer *
Gondola
Community Star

TT_Green_Logo.png

Welcome to Community.

 


 

  The new Check and Report   service is now available to check on telephone numbers calling you and to report these if it is a scam call. Click here for Check and Report.

 

With Check and Report you are in control of your call security.  Check who called you - if it’s a troublesome caller that's already been reported you'll be advised and if it's a new nuisance caller then Report them. TalkTalk will investigate and if appropriate will block that caller for all TalkTalk customers.

 

Don’t know the number? Then head over to our Scam Form where you can report a scammer without knowing their phone number.

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

  HTTP 403 or 'Forbidden Error 403'  

 

This means that the internet site that you're trying to access is probably there but is absolutely forbidden to you. 

 

Of course if your Internet browsing is protected by TalkTalk HomeSafe / KidsSafe or other safety features in your browser or add-on real-time virus or malware apps then any of those features could be correctly blocking a potentially unsafe or unwanted site.

 

  Manage /HomeSafe Settings  

 

  • Log in to MyAccount > My Services > View Homesafe Settings
  • Scroll down a bit
  • Click on Choose which websites to block and allow
  • Tick the categories of websites to block or untick to allow
  • Add the Internet address of your unwanted or wanted site
  • Click on Block or Allow
  • Scroll down and Save changes


It'll take a few minutes to update the SIG platform where Homesafe controls your Internet access.  If it was HomeSafe / KidsSafe blocking the website then that access will now be enabled.

Note: TalkTalk is a family friendly service provider.  The Homesafe feature is a network level safety and security option protecting all broadband devices using a Service Intelligence Gateway (SIG Platform) set up by the customer's use of Homesafe.  The customer can choose not to use Homesafe or to activate and deactivate Homesafe as they need.  More about HomeSafe (Click here).

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

Hi @Thistle97

 

Log on to XBox.com scroll right down to the bottom and bottom left click on the world symbol where it says (English United States) and change your country code to English United Kingdom.

 

So long as the cookie storing this setting remains in place then every time you visit you'll go to the UK version of the site.

 

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

  HomeSafe / KidsSafe Website Blocking Issues  


I'll explain how to set up a Firefox Internet Browser, HomeSafe and the TalkTalk Super Router to block or allow specific websites.


  Firefox Browser - Update and select no proxy  

On the top menu bar select:

  • Help > About Firefox > Check for Updates > Update > then restart Firefox
  • Tools > Options > Advanced > Network >
    Connection, click on Settings, select No proxy, click on OK
    Cached Web Content > click on Clear Now

 

  MyAccount - HomeSafe settings  

 

  • Login to MyAccount > My Services > View HomeSafe settings
  • If KidsSafe protection is not required at all, select Off
  • If On, then click on Choose which websites to block or allow
  • Tick the categories of websites to block or untick to allow
  • Enter the website addresses > Click on Block or Allow > Scroll down and Save changes
  • Check the addresses are accurate
  • Logout of MyAccount


  Router - Check TalkTalk DNS settings  

 

  • Connect a device, that uses Firefox Browser, to the router   > open Firefox Browser > enter 192.168.1.1 in address bar > Press or tap keyboard Return
  • Login to the router > Username: admin > Password: (default is on the top of the label on the back of the router)
  • Check the DNS settings are TalkTalk Primary DNS Server 79.79.79.79 and Secondary DNS Server 79.79.79.80
  • HG633 or HG635 routers > Click on Internet > Internet Connection (Click Edit, update DNS settings and save changes if needed) > Logout
  • Switch off the router for 30 minutes


If all of the above is done then HomeSafe should work as expected, blocking or allowing sites as required.

 

If there is still an issue it may be with the link between MyAccount and the SIG platform on which HomeSafe acts as a gateway to the Internet.  It'll need to be investigated as an individual case.

 

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

Black Friday Deals.png

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

Hi @Gondola

 

I'm so pleased you're supporting Children in Need for another year. It's so good of you to give your time to Do Your Thing!

 Pudsey.png

What special things have you got planned?  Anything special on the night? And the weekend?

 Gondola - I'm a TVPlus customer *
Gondola
Community Star

G.fast - 150 and 300Mbps Ultrafast Broadband

 

TalkTalk Faster 150 Fibre and the Faster 300 Fibre Speed Boost use a technology called G.fast to deliver faster broadband speeds over short distances from the G.fast cabinet to your home. The minimum guaranteed access line speed is 90Mbps. Here's an illustration of the infrastructure for TalkTalk's unlimited broadband packages.

 

 

Faster150Fibre-Comparison.pngTalkTalk Broadband Packages

The first G.fast Ultrafast Broadband locations are:

  • Bath Kingsmead, Somerset
  • Brighton & Hove
  • Cheltenham, Gloucestershire
  • Cherry Hinton, Cambridgeshire
  • Derby, Derbyshire
  • Donaldson, Edinburgh
  • Gillingham, Kent
  • High Wycombe, Buckinghamshire
  • Luton, Bedfordshire
  • St. Austell, Cornwall
  • Swansea, Wales

How much does it cost?

  • The Faster 150 Fibre package has an introductory price of £36. (Launch price £40)
  • The Faster 300 Fibre Speed Boost package is £42. (Launch price £50)

These are fixed monthly prices for the 18 month contract and include line rental.

 

Signing up and Setting up

The G.fast team on 0800 049 2326 (8am-8pm) will check availability and upgrade your TalkTalk package.  It's an Openreach engineer installed product using an Openreach G.fast modem.  It may take up to 10 working days after ordering for the G.fast service to go live, a little longer if a new line is required.  The team will arrange the free engineer visit any time after that between 8am-8pm on Monday to Friday. 

The engineer will need 2-3 hours to set up the Openreach modem and TalkTalk router and test the G.fast connection. You’ll need at least two power sockets. The equipment set up will look similar to this:

 

 

Faster150Fibre-Setup.pngG.Fast Faster 150 Fibre SetupThe engineer will set up your G.fast service as follows:

  • The broadband cable is plugged into the Master Socket.
  • The broadband cable's free end is plugged into the DSL port on the Openreach modem.
  • The Openreach G.fast modem is connected to power and switched on.
  • The Ethernet cable is plugged into the LAN port on the G.fast modem.
  • The Ethernet cable's free end is plugged into the WAN port on the TalkTalk Super Router.
  • The Super Router is then connected to power and switched on.
  • Devices can now be connected to the router and work with up to 300Mbps line access speeds. (90Mbps guaranteed)
  • The engineer will check and test that all services are working.

The G.fast service is compatible with all of your existing 'phone and TV services including the TalkTalk TV Box and TV services including TV Boosts and TalkTalk TV content purchases.

 Gondola - I'm a TVPlus customer *
farhanazad85
UFO Support

@Gondola , with reference to your earlier post about two months back asking on the new package, both of these two are tied. 

Apart from testing the connction, the engineer will ensure services are up and running before they leave the customer's premise.

 

Kind Regards,

 

Farhan.

Gondola
Community Star

Hi farhan

 

More full fibre roll-outs like TalkTalk UFO in York are the way to go. Unbeatable speed / price!

 

But taking the opportunity to trial the Openreach G.fast 160/30 and 300/20 products at their new launch prices is an exciting move by TalkTalk. 

 

Any news of a TalkTalk trial of Openreach FTTP 160/30 and 300/20 products at their new prices (same as G.fast) or indeed any of the Openreach FTTP products? 

 Gondola - I'm a TVPlus customer *