upgrading old tv box

[huw38]

Hi, I'm a nominated user for my father (Huw38). His talk talk tv box is very old and slow (I think it is a Huawei DN372T). I would like to get him a newer box but the package he is on (Fast Broadband)apparently doesn't work with the current talk talk tv box and he would have to upgrade his package to Fibre35 (even thought he is still on copper in his area the agent I spoke to said this is fine). I'm trying to find out how much of an increase to his monthly package this would be (I can't find this information on the talk talk website). I also wanted to check that if we went ahead with these upgrades and ordered the box his current setup would still work until I can get there to help him set things up. he can't do it himself and I live quite a way away and don't want him to be without tv for weeks because the broadband has been updated.

many thanks in advance for any help on these queries

Sian (Huw38's daughter)

[huw38]

thanks @Karl-TalkTalk I'd been getting different information from different agents when on the chat/call centres. It sounds like from what you've all said here, dad is stuck with 'fast broadband' and cannot move to fibre35 so cannot get a new talk talk tv hub streaming box and would have to get some other 3rd party streaming box that would hopefully work with the broadband he has

[Karl-TalkTalk]

Hi Sian 

The TV Hub is android based and does not record.  TalkTalk no longer provide any recordable box. There is a rental fee of £5 per month also for the TV Hub.

If this is not available, you could purchase any third party TV box for your father, a Google TV Box from the likes of Argos would work just as well, and have access to the usual apps and content, without changing his package or costs.

Karl.

[ferguson]

OK, that does show that FTTC (VDSL) is unavailable, sadly.

[huw38]

this is what is returned for my dad's address

[ferguson]

What does it tell you here?

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[ferguson]

Well you have already been told "no" directly, but let's see if the support team can help. 

[huw38]

Hi All, full fibre is not yet available in his area (LL15 prefix post code), I wonder if this means it is possible to move him from fast broadband to fibre35 for now so that he can at least have a faster tv box. he would also need a landline when full fibre is eventually available in his area as he has a fall alarm connected to it, thank you for the info on needing to request VOIP along with the full fibre when the time comes @Gliwmaeden2 @ferguson 

[Gliwmaeden2]

@huw38, classifying it as a legacy package seems very odd, as they still list Fast Broadband among "our latest plans and packages":

 Actual legacy packages are listed elsewhere on this page of links:

http://community.talktalk.co.uk/pricing

They are using the term rather loosely, but may be discouraging moving up from ADSL copper to FTTC given that the direction of travel is to Full Fibre to the premises.

If they push you in that direction, make sure that you tell them if your Dad needs the use of a landline, especially if connected for panic buttons etc.

If you want to keep that number, you MUST  order VOIP [the phone service] WITH the full fibre order.

[ferguson]

I have re-escalated this so that the support team can have a look. But it may well be the case, upgrades in copper only areas to FTTC are gradually being discontinued as the switch to Full Fibre continues to roll out. Is the latter not yet available to your dad?

[huw38]

Hi Everyone, I've been trying to talk to retentions on the helpline regarding updating my dad from fast broadband to fibre35 (this still runs on copper I thought?) so that I can request a tv hub box for him. the person I spoke to said because he is on a legacy broadband package this is not possible to update from fast broadband. I didn't think this was the case. Could anyone please confirm if this is correct? many thanks Sian (huw38's daughter)

[huw38]

thanks Karl

[Karl-TalkTalk]

Hi

He should not have to do anything when the new service is connected.

Karl.

[huw38]

thanks to everyone for their replies on getting a new box and the pricing of the differences types of broadband. would anyone happen to know on the question of whether when upgrading from fast broadband to fibre35 (as a prerequisite for getting the new tv box) my dad would have to do anything / log in again / use a different router etc as he wouldn't be able to do this and I wouldn't want him to be unable to use the new broadband service with his old box until I get there to set up the new box.

[KeithFrench]

Hi @huw38 

That TV recorder was discontinued some years back & cannot be replaced. You have two basic choices:-

1. Contact the loyalty dept on 0345 1725157 and go for the TalkTalk TV hub, which is a streaming-only box (no recording capabilities).
2. Buy a recorder yourself from the likes of Manhattan or Humax.

[Gliwmaeden2]

@huw38, the advertised prices can be found in the small print if you search "Talktalk deals for existing customers" or similar. 

So:

 

You are usually best to phone 03451 720088 or use Chat to negotiate better deals. If your father is only mid contract there may be an admin fee to pay for changing contract mid term.

You'll need to check that all current discounts for eg Anytime Calls, are continued or possibly reapplied - don't take anything for granted. Check every aspect of his agreement with the adviser.

It's the Loyalty team  / Retentions that you need to speak to. None of this can be set up by forum staff. 

[Divsec]

Hi Sian, your post has been escalated and you should hear soon. Please remember the new TV boxes don't record, they rely on assorted players, or memory sticks. I'd be amazed if the price went up and you might just be better of talking to TT on 03451720088 renewals. Keep an eye on any boosts your dad may have currently.