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TV box will not record or playback

litsman
Chatterbox
Message 11 of 11

Can anyone advise how I go about requesting a new TV box please - can't seem to find a contact phone number. Box has been playing up for a while now, failure to record, then records but won't playback even when it shows it has recorded full programme and will not playback any previous recordings although they all show in the "Recordings" screen. We are still able to receive and watch TV through the box but it is very frustrating, especially as I have just recently renewed my contract.  I have now tried all versions of re-setting the box even Full factory reset which deletes all previous recordings.  Things are still the same.  Can somebody please point me in the right direction or a point of contact to get this box replaced as now not been getting the service I'm paying for, for at least 2 months now!!!!!

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10 REPLIES 10

Message 1 of 11

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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Message 2 of 11

Hi Karl,

New TV box arrived and I've switched them over now.  All working fine (at present anyway), old one sent back today.  Thanks for your help with this.

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Message 3 of 11

Hi

 

If you start your own thread (new message), wed love to help.

 

Weve found that posting in someone elses conversation makes it harder to follow when looking for an answer.

 

Its easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

 

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

 

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 4 of 11

Hi Karl,

I'm still having exactly the same problems - still not able to watch anything I've recorded or to record anything new. It also seizes up sometimes when trying to delete all the ones that say Unable to Record. I tried the Maintenance instructions yesterday and all it did was tie itself in knots. I gave up after half an hour. It blew out the More TV option yesterday as well.

Does this mean I can get a new box too? If so, is there any way of keeping my recordings? As mentioned earlier, I've only had this box eight months and lost everything I had then. Not bothered particularly about the films, but series which have been recorded and can't find on the Players, just get lost. Incredibly annoying when you're half way through a series.

Regards,

pamthecat

pamthecat
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Message 5 of 11

Hi

 

A replacement TV Box is on the way to you.

 

This should arrive within the next 48hrs.

 

Regards,

 

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 6 of 11

Hi Karl, updated as requested.

 

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Message 7 of 11

Hi

 

Can you please add your home phone number or Account number to your Community Profile so I can locate your details.

 

If unsure of your phone number, simply dial 17070 from your land line phone and this will confirm the number for you.

 

Please post back on this thread when this has been done..

 

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 8 of 11

Hi Karl, thanks for the suggestion. I have tried that and still recordings won't play even as I have said, they did record.  Also done full reset and deleted all recordings, box worked for a while, recorded and played back but has now reverted to not playing back recordings again. Can't keep deleting all under full factory reset as what's the point in having a box to record if it won't play back when needed. Regards.

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Karl-TalkTalk
Support Team
Message 9 of 11

Hi

 

Try Youview Maintenance Reset (Option 2: Keep Recordings).

Please note any future scheduled recordings will be lost and will have to be rescheduled.

 

Set the box back up and see if performance improves.

 

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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pamthecat
Chatterbox
Message 10 of 11
Hi, I don't know either, but I'm having exactly the same problem, so any info would be gratefully received. I've only had this box for 8 months since the previous box was replaced after a different problem.
pamthecat
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