faulty set top box

[kengland]

I've had my box for years, ever since I started with TalkTalk. It has now started to freeze constantly, especially during recordings which are now never complete, I haven't managed to record even an hour long programme for the past month or so. I have to restart every time I want to watch TV and it takes ages to boot up.

Every time I contact Talktalk chat they just insist on doing a factory reboot, each time I have tried them, despite me saying that it only works very briefly then crashes again.

I'm paying a good price for my service and have been a reliable customer for a long time but just don't seem to be able to get anywhere when it comes to a replacement box. The box is old, well used and just needs replacing, especially as it is too old to support NowTV as well.

Has anyone else had the same problem and do they have any advice.

[Karl-TalkTalk]

Hi

You do not have any TV charge on your account and are currently not paying for TV.

If this is something you would like to add, our Loyalty Teams can help, or process a cancellation for you if that is what you decide.

The legacy YouView boxes are now obsolete and are no longer provided, so these cannot be replaced.

Thanks  

Karl. 

[kengland]

I have lost count of the times I have performed a full factory reset over the past two years losing all my valuable recordings which is really annoying. Together with being informed that certain programmes have not recorded I am also witnessing constant freezing and have to switch off and on at the mains. This is obviously a faulty set top box which needs replacing but I am now informed that TalkTalk have stopped replacing them. Is this the service I pay good money for every month because if so I shall have no alternative but to terminate my account.   

[Karl-TalkTalk]

Hi

TalkTalk stopped providing these boxes a couple of years ago now, so the box cannot be replaced.

You can try a full factory reset from the settings menu to clear the drive and any bad sectors to see if this helps.

You may be able to request a new 4K TV box that can stream content however these are small units and do not contain a hard drive.

If you are out of contract, you may be asked to renew. Also, the new TalkTalk Entertainment option would be added to your account to cover additional content available and the box rental.

If this is something you are interested in, give our Teams a call and they can discuss options with you.

Thanks  

Karl.