New TV box not arrived

[pne168]

I had a long livechat session over a week ago and was promised a new TV box. This has not arrived and I have not received any confirmation about this

[Karl-TalkTalk]

Hi

The legacy youview box will work as it just needs a connection to the internet, any TalkTalk TV box will work on your line, what I'm trying to say is that at present our systems and City Fibre systems have not been integrated yet for the provision of TalkTalk TV.  so it's not a TV BOX issue it's a system / process issue.

At present TalkTalk TV is not provided to customers over City Fibre connections and our systems will not send out TV Boxes to customers who have their connection via City Fibre.

This is currently a business decision / process and until such time as this changes, a TV Box cannot be provided to you.

Thanks  

Karl. 

[pne168]

Hi Karl,

I still do not understand how my talktalk  tv services works at the moment if I have a City Fibre connection, which you have clearly said is not compatible. Is there someone I can speak to so that I can understand this?

[Karl-TalkTalk]

Hi

City Fibre are an altnet service (alternative Network) provider used by TalkTalk however at present TalkTalk TV services are not set up for City Fibre at this time and no TV Box etc can be provided to customers connected over City Fibre.

Thanks  

Karl. 

[pne168]

Hi Karl,

I am confused. The city fibre box is connected to a Talktalk router and to my existing tv box (dn372t)

 which works for the guide but does not always record programmes correctly. . I also have a landline still connected on the old system. Do I need to get city fibre to remove their connection?

[Karl-TalkTalk]

Hi

I know you are a TalkTalk customer, but I'm showing you have a full fibre service (FTTP) via City Fibre.

At present City Fibre provisions are not compatible for TalkTalk TV and no TV box can be ordered. The system will not allow for this.

Thanks  

Karl. 

[pne168]

Hi Karl,

no this is not correct. I am a Talktalk customer and have been for many years.

Can you please check to confirm this

[Karl-TalkTalk]

Hi

I'm showing that you are a City Fibre customer.

TalkTalk TV is not currently available to City Fibre Customers, so no TV box will be provided.

Thanks  

Karl.