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Smart TV application has vanished

very_unimpressed
Popular Poster
Message 31 of 31

I have used Talk films (used to be called blinkbox) for a number of years. Have a good library of films which i wish to watch. Samsung Smart TV application has vanished. Have tried looking for it but not available. Tried talking to customer services, but got no where. Tried online chat agent who told me that the old application had been removed and that a new one would be available soon. I asked how soon but he would not answer. Situation is i want to watch the films i have purchased, but am being denied. Can someone give me a clear answer as to when i will be able to restore the service i have paid for?

 

thank you

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30 REPLIES 30

Chrisbrickie
First Timer
Message 1 of 31

Just thought I'd add my moan to this subject ,the app disappared from my Samsung tv ,I have a talk alk tv box but when I go to my stuff it says I don't own any films I have been a talktalk customer for many years but this is really annoying me ,has anyone ever tried explaing this problem by text msg to customer service ? I tried to no avail ....my contract is up soon ,methinks it may be time to write of all the films I bought and change to another company

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Message 2 of 31

Hi

 

Samsung have not supported the TV apps from 2014 and would not accept the newer app for their TV platform. This was beyond our control as these decisions are made by the individual manufacturers, but the TalkTalk TV content can still be enjoyed across other multiple devices.

 

Regards,

 

Karl. 

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Message 3 of 31

It would certainly have been helpful if TalkTalk had been proactive in notifying their customers that the Samsung Smart TV app had ceased to function with their reorganisation of their online services and that they would be unable to update it. They managed to notify customers when they dropped the bombshell that they were withdrawing support for UltraViolet so they can do it when they try. They would know which customers were using the TV app. Instead I only found out when I tried it one day and nothing much happened (it was even more broken than the support website article I hunted down suggests).

It would also help if TalkTalk were a little more efficient in managing their websites so they don't carry conflicting information. For example, the website does indeed imply that Samsung TVs are supported if you follow the 'Watch Anywhere' link, however on the same page is a link to their Terms and Conditions which gives weight to the support.blinkbox.com website and in particular to the URL https://support.blinkbox.com/hc/en-gb/categories/200157283 for supported devices and that does not mention Samsung TV (unfortunately that isn't the same link as published earlier, although the content ties up). I would have thought that the Terms and Conditions is the key document when it comes to talk of a possible breach of contract, whereas the website would be considered more as advertising.

My tuppence worth is that the situation must be hugely frustrating, but I can't see that TalkTalk are at fault here. The paid for content is still available to be viewed using freely available current technology, and it rather sounds like they did their best to make it available using older technology too.

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Message 4 of 31

Nobody from here is going to phone you directly, the community offers online support only. And to discuss what anyway? The fact is that your so-called "Smart" TV no longer supports TalkTalk TV. But you still have access to your content via other means. This is just one of those things as services evolve in different ways.

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Message 5 of 31

Hi OCE_Karl,

 

Can you possibly phone me directly to discuss this as going back and forth through this forum is so long winded? Please dont suggest i call customer services as on the two times i called over the weekend it was utterly hopeless.

 

regards

 

J

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Message 6 of 31

Hi

 

The current list of supported devices for the TV Store can be viewed here : https://support.blinkbox.com/hc/en-gb/sections/200475586-Supported-Devices

 

Unfortunately it can take manufacturers time to catch up to changes to the app, but we cannot guarantee that future updates by the various TV manufactures will contain compatibility updates.

 

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 7 of 31

Hi @very_unimpressed

 

Escalated on 10 Feb.  When the TalkTalk support team see this topic at the top of their workflow list they'll reply here.

GondolaVolunteer 2017-2021

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Message 8 of 31

Hello Gondola,

 

In your reply to my question on Saturday, you indicated that you had escalated the enquiry to one of the OCE members. Other than simply waiting for a message, is there any indication that an OCE member has got my question and is working through the list of enquiries before contacting me?

 

 

 

 

 

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Message 9 of 31

@Gondola

We can go round in circles all day (feels like phoning customer services 🙂 ) however, if I go to www.talktalktv.co.uk/#/ and log in, I can scroll to the bottom, click 'watch anywhere' and it shows Samsung and LG listed as compatible devices.

 

I have circled it on the screenshot. 

That's what I see, from the page I purchase from...... 

 

From that same page I followed links to chat with the advisors too and to find contact details so it's a current page. I could also purchase a film from that same page today, I just now know I wouldn't be able to watch it 🙂 

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Message 10 of 31

...and the website link to the page mentioning Samsung support is?...

GondolaVolunteer 2017-2021

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Message 11 of 31

I'm not a talktalk broadband customer, nor do I want to be. however if that's the reason I'm seeing this screen, again not my problem. It's up to talktalk to sort out all webpages.

I was still sold films from this screen, with this information. As were (I assume given the other posts) that other people were too. 

It changes nothing as talktalk still took my money from this webpage quite happily, therefore had a duty to keep it updated and factually correct.

 

They also have my email (surprise), so could have close down this page, offered me an alternative webpage to purchase from, told customers the situation with Samsung/LG. But they chose not to.

 

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Message 12 of 31

Hi @dobbylovesocks

 

The screenshot doesn't change for me whether logged in to my TalkTalk TV account or not.

 

Have you merged your old Blinkbox / TalkTalk TV Store account with a TalkTalk Broadband account login?  Or is that screenshot what's displayed for non-TalkTalk broadband customers?

GondolaVolunteer 2017-2021

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Message 13 of 31

so again.... if you log into the account, scroll to the bottom and click 'watch anywhere' you will see the same list I do

The screen shot you show is the one that shows before you log in.... 

 

I already have my case open and am in conversations with trading standards. I have my screenshots etc so I don't need to convince you. I'm simply suggesting that people struggling with the same issue do the same and get proper advice. They really don't have anything to lose now do they? 

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Message 14 of 31

If you look at the date in the bottom right hand corner you'll see it's dated last night.

As I can still access this screen and can purchase from that screen, I would say it's 'current!' 🙂 

 

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Message 15 of 31

Hi @dobbylovesocks

 

That screenshot is not from the current TalkTalkTV website: Here's what's currently presented:

 

TalkTalkTv 12 Feb 2018

GondolaVolunteer 2017-2021

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Message 16 of 31

here 

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Message 17 of 31

@dobbylovesocks  Where exactly are you suggesting that TalkTalk say the TalkTalk TV app is supported by Samsung? A hyperlink or screenshot would do nicely.

GondolaVolunteer 2017-2021

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Message 18 of 31

As they are still advertising the app as being supported by samsung (check the website, it's still there in your account at the bottom), and you therefore purchased the items under the agreement that you could play it on your device, I believe you should be entitled to a refund. Especially as they are currently still selling the films in a misleading manner. 

No matter what customer services say, read the sale of goods act which has specific rights for digital content.

I suggest you screenshot the compatible devices still listed today and contact trading standards for them to investigate further. They are the ones who have broken their agreement you entered into at time of sale and are no longer providing you with the service you paid for.

No doubt, had you been warned of this at time of sale you would have decided against purchasing from them and gone elsewhere. (you're welcome 🙂

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Message 19 of 31

Hi @very_unimpressed

 

So far as I'm aware the viewing of TalkTalk TV content on Samsung TV's was only ever there for the 2011 - 2014 range of TV's. There was an announcement on the TalkTalk TV Store in 2015 about the fact that Samsung were not supporting the app from 2015 onwards.

 

I'm not sure when TalkTalk knew that Samsung would not accept an updated app for the 2011 - 2014 models but I suppose it's no great surprise when Samsung haven't been providing support for 3 years now. 

 

TalkTalk TV Supported Devices

For the latest development of TalkTalk TV these have been the only devices mentioned as being supported.

 

The Group press release of 28 Feb 2017 does mention that existing customers do use Smart TV's.  I think we can infer that sometime after 28 Feb 2017 the legacy support for 2011 - 2014 Smart TV's was discovered not to be acceptable to the TV manufacturers and announced as such on the TalkTalk TV Store website on 30 Jan 2018. 

 

For TV screen viewing going forward there is ongoing support for The TalkTalk TV Box and Chromecast.

 

If I were you I'd ask for a TalkTalk TV Box for your next contract renewal.  I'd be pretty confident that the loyalty team would bundle that box in for free if you asked.

 

 

GondolaVolunteer 2017-2021

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Message 20 of 31

Hi Gondola,

 

I have no Youview box or any other box, just a TV and broadband connection. My Films (like a lot of other users) are in a library that i can watch on my TV. Well at least i could until the application vanished. What is so irritating is that there was no warning, alert, email or anything else telling me that i was going to be unable to watch my libary. Why have TalkTalk not communicated this, they must have known?

 

I should not have to spend more money to get access to what i have already paid for.

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