Talk Talk box keeps freezing and not responding.

[Nicknewark]

My Mum has the TalkTalk TV Plus box, which for the past month is freezing most evenings and becomes unresponsive. The only way to clear it is to turn it off and on. I have tried a factory reset and it doesn;t seem to help. For the past week, it has frozen and locked up nearly every night. Any idea's. 

[OCE_Karl]

Hi

Can you add your mums phone number to the private notes section of your Community Profile and I'll have a look at the box remotely.

Thanks

Karl. 

[Nicknewark]

thanks, just added. Regards, >Nick.

[OCE_Karl]

Hi

I don't see any issues with the TV box, no errors or bad sectors on the drive.  Signal levels all look ok etc.

On the broadband side, speeds look ok and line tests are clear but I can see some errors building on the downstream path.  

First step is to swap out the router so we can rule this out.

Thanks

Karl. 

[Nicknewark]

Hi, Thanks for the quick reply, would the router swap be chargeable or is it free? thanks.

[OCE_Karl]

Hi

This will be free and part of our diagnostic process.

Thanks

Karl. 

[Nicknewark]

Thank you for your help, can you arrange for the router to be sent out. Regards, Nick. 

[OCE_Karl]

Hi Nick

router is already ordered 🙂

Thanks

Karl. 

[Nicknewark]

Thanks for the quick response,
Great service and much appreciated. Nick.

[OCE_Karl]

No Problem 🙂

Karl 

[Nicknewark]

Hi karl

Thanks for sending out the Router which I replaced last week. If it's not trouble could you check the TV Box again, my Mum still seems to be having issues with it locking up and freezing. It prevents her changing channel and the only way to reset it is to turn it off. It happened several times last night if that helps you identify anything. Thanks again. 

[OCE_Karl]

Hi

Sorry to hear this, I'll have a look at the TV box now and check out a few of the diagnostic logs to see if there are any possible issues. 

Will reply back soon.

Thanks

Karl. 

[OCE_Karl]

Hi @Nicknewark

I can see some errors so I'll get the box swapped out.

Thanks

Karl. 

[Nicknewark]

Thanks very much Karl, you have been really

helpful. I will let you know how it goes when the new box arrives. Cheers, Nick. 

[OCE_Karl]

no worries 🙂

Karl.