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How do I get a replacement YouView box?

mariaK
Chatterbox
Message 12 of 12

I've been trying without success to report problems with my YouView box - a constant cycle of freezing up and rebooting - but can't get to speak to anyone. Can anyone help?

 

Maria Kidulis
11 REPLIES 11

fre55die
Community Star
Message 1 of 12

@Luna14 

Can you also please add your home phone number to your 'Community Profile' so that the staff can link your screen name to your account

If this has helped and solved your problem, please mark it as Best Answer so that staff or others do not spend time looking for alternatives.
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fr8ys
Community Star
Message 2 of 12

@Luna14 Hi,
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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Message 3 of 12

I need a replacement box my box is not working at all

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Message 4 of 12

Hi @Abdul_ali 

 

Could you please start your own thread for support as each problem is individual and needs investigating separately.

 

You have posted on a 3month old post which has been solved.


IMPORTANT

Could you please also ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Launch Profile Wizard,put your phone number in box, then scroll to the bottom of page and click save) Only you and the OCE's can view this information.

If this has helped and solved your problem, please mark it as Best Answer so that staff or others do not spend time looking for alternatives.

Abdul_ali
First Timer
Message 5 of 12

Hi I need a replacement too my box is stuck in waking up even after a maintenance reset.

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Message 6 of 12

Hi mariaK

 

I'll get this replaced for you.

 

Regards,

 

Karl. 

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fr8ys
Community Star
Message 7 of 12

Hi @Old_Whippet 
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.


Also for a quicker reply can you please ensure you have your personal information up to date in your profile. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profileersonal-info

If you are unsure of your phone number, you can find this in My Account or dial 17070 from your land line phone and this will confirm the number for you.
Thank you

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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Message 8 of 12

I have had exactly the same problem you describe here!  My TV box has been crashing for a couple of days.  I've switched it on and off so many times it is pointless - I followed the instructions to get into maintenance mode and despite trying to do it countless times, I could not get it to work.  I came across one message saying that there had been some kind of upgrade happening and TalkTalk end and some customers who had a particular box model would have to try to reset and keep recordings and if that didn't work to do factory reset but lose all recordings.  I didn't take note of the box number but couldn't find that message again.  I ended up resetting via the settings menu.  I've now lost all of my recordings.  Furthermore, I have never registered as vulnerable but I am disabled and my TV is important to me.  Why can't I register now!  

Having lost all of my recordings, I don't trust this ancient box.  I've had the same one for my whole time with TalkTalk and that's years.  Please just tell me how to get a new one!

Christine Beveridge

fr8ys
Community Star
Message 9 of 12

Hi,
I've escalated to the OCE for you.
For a quicker reply can you please ensure you have your personal information up to date in your profile. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profileersonal-info

If you are unsure of your phone number, you can find this in My Account or dial 17070 from your land line phone and this will confirm the number for you.
Thank you

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).

Message 10 of 12

I have tried the resets you suggested but it still went into freeze mode after a while, so had to go through the whole thing again... I really think this particular box has had it!

Maria Kidulis

fr8ys
Community Star
Message 11 of 12

Have you tried a soft reset? To do this hold the power button on the front for around 10 seconds and the box should restart. Alternatively, you can turn off from the back and power back on.

If this doesn’t work then have you tried a YouView Maintenance Reset (https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347)?

Try the Factory Reset keep recording option.

You will then need to reset your personal settings (such as parental controls / RF loop through / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

Hope it works but if not then please let us know and I’ll flag for further assistance.

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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