New Talk Talk TV box - only picking up 7 channels

[herrimg1]

Hello,

Just set up my new Talk Talk TV Box and it's only picking up 7 channels.  Have retuned at least 10 times and still the same.  Tried both by using wifi and ethernet but still the same result.  Have checked the ariel connection and reconnected direct to the television and can get all freeview channels.  HDMI is connected direct to telly not through splitters,  Can you please assist in resolving the issue?

[Karl-TalkTalk]

No Problem 🙂

Karl 

[herrimg1]

Hello Karl,

Thank you for this explanation.  I managed to contact the accounts custormer service team yesterday and explained the situation.  The agent apologised and agreed that we should return both hubs as they were not picking up freeview channels as they should and cancel the TV subscription.  It does still seem odd that 6 channels were picking up but no more but we have tried to resolve without further  success.  The agent agreed to send another returns bag and label out so I'll be returning both boxes within the next week.  Thank you for your assistance and Happy New Year!

[Karl-TalkTalk]

Hi

If both boxes are performing the same, this is either a poor signal area, your TV may have a better receiver, or possible a unique situation whereby you are equidistant between 2 transmitters and the box cannot choose the correct one.

If another box is issued it would possibly give the same result, so this may not be a situation we can resolve.

Would you like me to send a returns bag for the boxes ?

Thanks  

Karl. 

[herrimg1]

Good morning Michelle or Karl.  Further to my replies to you on Friday last regarding the inability of the TV Hubs to find more than 6 channnels, I'd appreciate your advice on returning the hubs.  If you think that we can't do better with the hubs then I'm happy to return both and cancel the TV subscription and just stick with Freeview.  Either way I'd very much appreciate a prompt response so I can make an informed decision please

Merry Christmas 

[ferguson]

OK, thanks again. I will just scratch my head and hope that the support team can find a solution for you. 

[herrimg1]

No problems with freeview channels directly through the TV,  Can get the full range

[ferguson]

OK, thanks. And you have no issues getting the full range of channels directly through your TV? 

[herrimg1]

Yes.  The aerial has been connected directly to the back of the box from the start of receipt of the box over a week ago.

[ferguson]

Have you connected the aerial directly to the back of the box?

[herrimg1]

Hello again Michelle.  Just to let you know we've been in tough with the Accounts Team and appear to have resolved the discrepancy in the billing.  We just need to try and sort out the Talk talk Tv hub now.  Please advise how you wish to proceed

[herrimg1]

Hello Michelle.  I responded yesterday about the repalcement TV Hub not picking up freeview channels (or only 6 channels).  What is the next steps here?  The replacement Tv Hub had a note in the package about returning one of the hubs and if not we'd be charged £50.  I'm quite happy to return one but can you please advise what are the next steps here. Do we just give up?  On another matter, we've just received our next bill which includes an unexpected charge of £5 for Talk talk TV (which as you know we've not been able to get working as yet).  The contract that Talk Talk sent us on 22 November wuite clearly states that "You have TV included.  Your Talk Talk TV Box is included." This implies that there is no other charge than the £27 we are paying for Fibre 65.  This is either an error or misleading.  Can you please investigate and also let us know what the next steps are.  We can then make an informed decision as to whether or not to continue with the Talk Talk TV Hub.  Thank you.

[herrimg1]

Hello Michelle,

Thanks for coming back to me.  Yes, tried with new box and leads etc. but still the same outcome.  6 channels detected.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Are you also using all the new cables/equipment that came with the new box?

Thanks

Michelle

[herrimg1]

Good afternoon Karl.  Hope all is well with you.  I received the repalcement TV Hub last night and have connected it up this afternoon.  Unfortunately, the same issues are recurring in the replacement box i.e. only picking up 6 freeview channels.  I've retuned twice and the first retune did pick up 22 channels but all except the original 6 channels were heavily pixilated so couldn't be seen.  I'm not sure what the issue is as we have a 98% to 100% TV aerial reception in this area and can pick up all the freeview channels.  We live in a relative small new build property (2 bed semi 8 years old near the coast on Merseyside) with one TV in the lounge, no other TVs and the TV aerial located in the loft (as with all the other new builds in this area) rather than on the roof. 

Not sure what else there is to do about this issue?  I've been asked to return one of the boxes so shall I just return the replacement box and keep the original until there is a resolution to this problem?

[Karl-TalkTalk]

No Problem 🙂

Karl 

[herrimg1]

Okay Karl.  Thank you and hopefully this one will pickup channels.  We'll let you know how it goes.

[Karl-TalkTalk]

Hi

A replacement TV Box order has been placed for you.

Thanks  

Karl. 

[herrimg1]

Hi Karl,

Any update?  Will we be receiving a replacement TV Hub box?

[Karl-TalkTalk]

Hi

Please add your details to your 'Community Profile' - do not post these publicly or you may get spam messages etc.

Thanks  

Karl. 

[herrimg1]

Okay Karl.  I think that's sorted. Talk Talk account number isxxxxxxxx.