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Fault TV box when are Talktalk going to sort it.

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6 REPLIES 6
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First Timer

In Oct 2019 renewed my contract with Talktalk got a new TV box sent out. It had lots of faults won't record, keeps freezing when watching something, won't rewind or pause. Some time won't play catch up on TV. After lots of resting by the button on the back of the box and back to factory settings. Lots of phone calls asked to try the resting time and time again I finally get a new box sent to me. The new box is much worse than the first one. again phone call after phone call reset after reset. Talktalk say will have to send out an engineer, but it will cost you £40.00 So I said I would not pay, so they said ok will send him out and you don't have to pay unless no one is in then it will cost you £65.00. But it will be 21 days before it can be booked. Today was the day the engineer was to call but they cancelled. So now I have to go thought Christmas with a box that is rubish. Will TalkTalk pay me for them not turning up. I would be lucky. Why don't Talktalk do something about their rubbish boxes?

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Community Star

Hi @Cafe14 

 

Have you tried a Maintenance reset as follows (option 2 keeps your recordings) :

 

Turn the box off, then unplug the power lead for about 10 minutes.

Re-plug in power  lead.

  1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
  2. Power on YouView using button at the back of the YouView Box.
  3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
  4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
  5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2 “factory reset keep recordings” option is highlighted. If you go past the option, simply press the + button to navigate back to the option.
  6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
  7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
  8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / Antenna Out / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

 

IMPORTANT !!!!!!

Could you please 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)

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
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First Timer

I have done every reset that I been asked too by Talktalk or found on this site. But still, it doesn't record programs, it won't rewind anything you are watching it won't pause either. To watch players and Apps I have to go to settings first and do an update check even if it is showing it has done one for that day or it will just be a blank screen until I reset it again. I have reset it a few times to factory settings but still, it has the same faults. This is the 2nd box I have had in 3 months and it is much worse than the first. Today I was told that Talktalk will look into it, but they could not say how long or what they are going to do, looks like not being sorted before Christmas. 

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Community Star

@Cafe14 

 

This has been escalated for OCE support and they will hopefully respond on here on Mon when they are back in the office.

 

As mentioned earlier could you please check that your profile includes at least your registered TT Phone number to tie up your screen name to your account as if not, this will cause a delay as, they will need to ask you for it and for you to do it.

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
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Wizz Kid

TalkTalk boxes are complete rubbish totally not fit for purpose not recording failing for numerous reasons Iv'e had mine replaced and the replacements are worse than the first ones. They must be recycling duff boxes when my contract is up in June i'm leaving. How a company thinks they can survive treating customers like they do by supplying totally faulty equipment is beyond my comprehension.  AND THEY HAVE STARTED CHARGING FOR THE RUBBISH BOXES £4 PER MONTH ABSOLUTELY A SICK JOKE.  

 Just my humble opinion but that's how it is.

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Community Star

Hi @paulst955 

 

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)

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
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Community Team - TT Staff

Hi Cafe14

 

I'll swap out the box to make sure you have not received a faulty box.  If the issue continues after this then we will need to send one of ou engineers to take a look.

 

Thanks

 

Karl. 

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