Tv box not working

[mich82]

Hello for the last week my box keeps freezing, not recording or when it does it is a blank screen, not fast forwarding, jumping. I have tried off and on and a whole reset. However the problems still exist. The signal quality and strength are both at 100.

Thanks for advice

[fre55die]

Hi @suehinds 

Could you please start your own thread for support as each problem is individual and needs investigating separately.


IMPORTANT

Could you please also ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Launch Profile Wizard,put your phone number in box, then scroll to the bottom of page and click save) Only you and the OCE's can view this information.

[suehinds]

i have tried to reset the box but it is still in waking up mode

[Karl-TalkTalk]

Hi @Sandra haworth

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s 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

[Sandra haworth]

Hello my mum's TV has gone off completely. We have tried turning the box off and on again but it has been faulty for a while now being slow and not working correctly. Now it has gone off completely. We have been with talk talk for many years and hope this can be resolved.

Please can someone get back to us as soon as possible

Thanks

Suzanne 

[mich82]

Hello karl

Had to do a factory reset, but now box not working at all. So I have ordered a new box and upgraded tv, hopefully it wont be too long till new box arrives

Thanks

[mich82]

Hello karl, could you let me know what I am paying the £4 for please? How do I contact customer services, dont want to phone as thats for emergencies and let workers etc. Is there anyone else to help with this

Thanks

Michelle Murray 

If I have to upgrade account and get a new box how much would this be as obviously not a new customer so would be no offers for me.

[Karl-TalkTalk]

Hi

You may have received a TV box a number of years ago, but your account is not showing as having the TV services and will not let my physically place any TV order for a box on the account.  

You will have to upgrade the account or contact our customer teams to change the package as the account in its current state simply has no option to order a TV box.

Thanks  

Karl. 

[mich82]

Hi karl I also do have talk talk tv on my package I pay £4 a month for it. Just checked my itemized bill.

Kind regards

Michelle murray

[mich82]

Karl I have sent you an email reply to.

The reason I have a tv box is because I received one a good few years back for being a loyal customer. It should be on record when I received the box/when it was delivered. I currently have talk talk tv and record etc available as it was part of being a loyal customer. So I genuinely feel I should still be treated as a customer with a tv box and services that is not working properly.

Hopefully hear from you soon.

Kind regards 

Michelle Murray

[Karl-TalkTalk]

Hi

From your last contract renewal, you are not on a package that includes TV or the TV charge.

This means that no TV box will be supplied or replaced.

You can upgrade a package to include TV online via My Account, or by calling our customer teams.

Alternatively a TV box can be purchased directly for the Online Store.

Thanks  

Karl. 

[mich82]

Ok look forward to hearing from you again soon.

[fre55die · Accepted solution]

Hi @mich82 

I have escalated this to OCE support and they will respond on here A.S.A.P.

Please do not add anything on here until an OCE responds as the system will see this as a new post and move you to the back of the queue.

Unfortunately the response times are extremely delayed and currently can take a couple of days instead of the usual matter of hours. Please bear with us as an OCE will get back to you as quickly as possible.