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Lost my subscription channels since changed to fibre optic

Jodielee
First Timer
Message 5 of 5

I have spent hours apon hours on the phone to talk talk I changed to fibre optic on 27 March & since then I've lost my 13 sub channels,I've had an engineer out h &he didn't have a clue why it has happened,it is still not fixed yet it's showing in my account that I'm receiving them,I'm at the end of my tether with talk talk can someone plz help coz I'm gonna end up leaving them ,thanks 

?? jodie ??
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4 REPLIES 4

Message 1 of 5

Hi @Jodielee

 

Can you retest now.  Before trying a boost channel, press the youview button and go to more TV and select some boost content from there.  When accessing more TV it will force a subscription check and this should then update the setting on the box to allow the channels to come through.

 

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

Message 2 of 5

Hi

 

This is with out TV teams now.  No retunes etc are going to have any effect.

 

When checking the account & entitlements here it is showing an error and not linking the services to the new fibre reference number.  My colleagues will relink this in the back end database and I'm just waiting for them to email back when it's done.

 

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 3 of 5

Thanks Karl atleast some one wants to help,every time I contact talk talk they say the technical team are on it and they will call back in 48 -72 hrs & I never hear back,I've tried everything from factory reset to retune channels 

?? jodie ??
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Karl-TalkTalk
Support Team
Message 4 of 5

Hi Jodielee

 

I'm really sorry this has happened.

 

Don't worry, to quote the renowned philosopher Bob the Builder....  I can fix it.

 

I'm going to reach out to my TV colleagues now and they will make the required changes in the back end systems and I'll get back to you soon to 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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