TV Box replacement "upgrade" program

[jimjam]

Would it not have been an idea to have first contacted and gained customers consent to receive an upgraded Standard TV Box model.

I was pleasantly surprised to receive an email saying that a new upgraded Standard TV Box was already on its way. This did not have the record facility (which is the only function I really use my existing box for) so do not see this as an upgrade, however as it had already been dispatched I could not stop delivery. I now have the choice of running 2 machines, upgrading to a new recordable model, returning or putting one (or both) in landfill, all at cost to TalkTalk and the environment.

Looking at the many community posts on this subject I am not alone. Had customers been contacted first with the available options think of the resource and environmental savings TalkTalk could have saved themselves and the planet.

[sandra beach]

I wish to make a very strong complaint,in May I reported my phone line wasn’t working properly, I received a txt message to say no problem had been found but there was a problem which I’m told had been fixed and here we are in November with the same problem and added to it the broadband went down too, I’m really disappointed with your service, if it should happen again I will most definitely be moving to a more reliable provider 

[Maintenance]

When I reported a problem with my tv box ie it kept freezing.  Over a year ago  I was told I would have to buy a new one 

[SuzyW]

I have the same problems.

I have been on the phone for two hours got nowhere. Phone went dead on me in the end no response or help from Talk Talk. Chat line no better either.

Tv  erratic I keep rebooting it to no avail.Even reset to factory settings. Fails to record.

What do I do ???

Time is too precious to deal with Talk Talk in this manner.

[hosay299]

for help use chat or post in ur own topic in the help side @SuzyW @Maintenance  @sandra beach @jimjam 

[robert9991]

I feel your pain - here is my experience

Hi,

I have been searching for a long time to find out how to get a TV Plus recording box. There is no information about it in ‘My account’ although there are several references directing me to there to order one. I cannot find any way to request one from within my account.

Then I used the TalkTalk community forum to ask for details but all they (Karl) gave me was a phone number to ring.

I rang many many times but was never able to get through to anyone.

Next I tried the website online chat – whoever I dealt with on there took an order for the box.

A few days later I received an email saying that my order had been cancelled – without any explanation as to why.

Eventually I went to your Facebook page to leave some comments on how frustrating my experience had been.

At that stage one of your staff, Julian, messaged me and offered to help. He said the order had been rejected due to a glitch on the system so he placed a new order for the box . Since then I have heard nothing – no email acknowledgement or anything.

I went back to Facebook and spoke to Khristin who told me that the order had been cancelled again. He then re-ordered a box for the 3rd time. I don’t know if this order will go through or what the problem is.

As you can see this has been a very very frustrating experience. If it is not resolved to my satisfaction shortly I will be cancelling my contract.