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TV Support

For help with your TalkTalk TV box, channels and apps.

Netgem 4k box keeps losing channels and recording settings

kEITH99
First Timer
Private Message TalkTalk

on ‎23-02-2025 09:46 AM

Message 7 of 7

  Have just lost all my scheduled recordings and the guide is not showing all channels  again..This has been happening, nearly on a daily basis, for about 2 months - not happy 

  I keep resetting the box by powering it off and on which after a short while returns the missing channels to the TV guide but it only lasts for a day or so, sometimes not as long as that - it is not a workable solution.  I have read various posts on this issue, so know I am not the only person experiencing this, it is about time it was fixed properly.  I am paying for a service which is not working properly and not delivering what was promised.   Can you please fix the issue or provide me with a solution that delivers the service I signed up to and pay for - Thank you

  

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6 REPLIES 6

Karl-TalkTalk
Support Team
Staff
Private Message
In response to kEITH99

on ‎03-03-2025 10:48 AM

Message 1 of 7

No Problem 🙂

 

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.

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kEITH99
First Timer
Private Message TalkTalk

on ‎03-03-2025 10:47 AM

Message 2 of 7

Hi Karl, 

The replacement box has been received, I've set it up and it's been good for 3 days so far, which is better than the old one, fingers crossed that it will last.

The old one is packaged up and Royal Mail are collecting it this morning.

Thank you for your assistance.

Regards Keith 

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Karl-TalkTalk
Support Team
Staff
Private Message
In response to kEITH99

on ‎25-02-2025 09:22 AM

Message 3 of 7

Hi

 

A replacement is on the way to you.

 

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.

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kEITH99
First Timer
Private Message TalkTalk
In response to Karl-TalkTalk

on ‎25-02-2025 09:03 AM

Message 4 of 7

If a replacement box will solve the issue, yes please.

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Karl-TalkTalk
Support Team
Staff
Private Message

on ‎24-02-2025 06:48 AM

Message 5 of 7

Hi kEITH99 

 

Would you like to swap out the box and see if that helps.

 

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.

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fr8ys
Community Star
Private Message TalkTalk

on ‎23-02-2025 10:03 AM

Message 6 of 7

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
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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