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Why do I have to pay for replacement YouView box?

AliJane1
First Timer
Message 9 of 9

I'm not happy with Talk Talk this evening. My Youview box hasn't been loading. Before I phoned TalkTalk, I did all the checks, including trying a Factory Reset twice. Then spent over an hour on the phone going through all the checks again with an engineer and waiting for ages for things to load. No joy. Looks like the box is faulty. He said he would send me a new one but there'd be a charge of over £50 for the courier as it's out of guarantee. I said to leave it; I'd had enough by then. Can anyone advise me. I don't understand why I'd have to pay when the box is faulty and I'm paying TalkTalk every month. Thanks. 

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8 REPLIES 8

Message 1 of 9

You're Welcome 🙂

 

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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AliJane1
First Timer
Message 2 of 9

Oh wow! Didn't expect that. Thank you, Karl. That's made my day. 

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Message 3 of 9

Hi AliJane1

 

A TV Box is on the way to you now.

 

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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AliJane1
First Timer
Message 4 of 9

Hi Karl - I added my phone numbers yesterday. Thanks, Ali 

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Message 5 of 9

Hi

 

The personal info on your profile is visible only to us TalkTalk staff that have access to this information, probably about 10 or 12 people in the company. Only we community staff can access this 🙂

 

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

AliJane1
First Timer
Message 6 of 9

Hi Karl. I hope you get this reply. Can't find how to respond to you directly. If I put my personal info on my profile, is it visible to everyone? If yes, then I don't really want to do that. Is there another way you can get in touch? 

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Karl-TalkTalk
Support Team
Message 7 of 9

Hi AliJane1

 

Can you please add your home phone number to your 'Community Profile' so I can pick this up for you.

 

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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fr8ys
Community Star
Message 8 of 9

Hi, @AliJane1 

 

i have removed your duplicate topic so please post any updates on this thread.

 

I note you have completed a factory reset with no improvement. 

 

Please note that if you are eligible for a new box, TalkTalk now only supply non recordable ones., So it's best to try all alternatives if recording is important to you. It may be worth trying another factory reset to see if things improve.

 

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
Thank you

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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