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New Netgem TV Box

Steve_with_a_P
Chatterbox
Message 10 of 10

Hi,

 

I read this morning that the new Netgem TV Box is now available to new and existing customers on fibre.

The new box shows on the website but it doesn't state how to upgrade to one and isn't showing as an upgrade option in my account.

 

Could anyone advise me how I go about upgrading to one as I am on fibre 150 and find the existing box to be quite poor.

I have been on live chat but the agent had no idea what I was talking about as they had no information about a new TV box at their end.

 

Would be grateful for any advice.

 

Thanks.

 

Steve.

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9 REPLIES 9

Steve_with_a_P
Chatterbox
Message 1 of 10

Phoned yesterday, the agent didn't know anything about it but she spoke to another department and a new Netgem 4k box has been ordered. 

 

As stated the additional cost is £4 a month plus a one off delivery fee which was reduced by £5 for me.

 

I really do feel for the CS agents. They don't seem to be kept up-to-date with latest products and services and as the first point of contact for most customers they should be well briefed before these things are released.

Many people wrongly then take out their frustration on the agent when it's not their fault.

The agent I was talking to on live chat the other day thanked me for my patience and understanding which he said was very rare.

 

So please be kind and courteous to the CS agents, if there are issues to be addressed give them a chance to resolve them and if they can't, politely ask to speak to someone who can.

 

For the record I don't work in CS myself! 😂

gwatuk
Enlightened One
Message 2 of 10

Thanks @fre55die

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Message 3 of 10

@gwatuk  It's currently £4 P.M. It replaces the TV charge.

If this has helped and solved your problem, please mark it as "Accepted Solution" from the 3 dot dropdown menu in the bottom right of this post so that staff or others do not spend time looking for alternatives. If you like the answer please feel free to click the "Like Button"

Message 4 of 10

What does the TalkTalk Entertainment component cost Karl? 

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Message 5 of 10

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.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Steve_with_a_P
Chatterbox
Message 6 of 10

Thanks Karl.

 

I'll wait until I have a couple of hours to spare to be on hold and I'll phone, live chat didn't have a clue what I was talking about this morning.😂

 

Thanks,

 

Steve.

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Message 7 of 10

Hi

 

You can call or Live Chat with the team.  Details can be found here,

 

The Team can add the required component - TalkTalk Entertainment to your current package and order the TalkTalk 4K TV box.

 

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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Steve_with_a_P
Chatterbox
Message 8 of 10

Hi Karl,

Thanks for the reply.

 

Sorry to seem a bit daft but I still don't get how I upgrade. How do I contact the Customer Loyalty team?

I assume because I already have fibre with TV it would be quite straightforward.

 

Steve.

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Karl-TalkTalk
Support Team
Message 9 of 10

Hi Steve

 

Your account can be upgraded by our Customer Loyalty Teams to add the required TV option and place an order for the TalkTalk 4K TV Box.

 

Please be aware however that when upgrading, you will lose access to any existing TV boosts if you have these, such as Sky Cinema or Sports etc (Unless you have these via Now TV).

 

Also, there is no multi room option, only one box is provided.

 

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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