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TV Support

For help with your TalkTalk TV box, channels and apps.

TalkTalk settop box issues

alyson58
Popular Poster
Private Message

on ‎19-03-2023 01:30 PM

Message 4 of 4

Paying for a service that is faulty.

I have a DN360T Box that when watching on demand there is a break for adverts on any of the commercial channels does not return to the programme. A black screen appears with loading blue dots. It takes several attempts to retrieve the programme and if lucky returns after viewing and repeating the set of adverts at least 3 or 4 times. So frustrating. I have done all the necessary checks and have reset to the full factory reset which did not solve the problem .

Annoyingly received e-mail stating price will be increased in April!

I`m not getting what I pay for now!

 

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3 REPLIES 3

Karl-TalkTalk
Support Team
Staff
Private Message
In response to alyson58

on ‎20-03-2023 07:15 AM

Message 1 of 4

Hi Alyson

 

If you would like to switch to one of the new TV boxes, you may be required to recontract when having this added.

 

Give our customer loyalty teams a call and they can help with this.

 

Karl.

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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alyson58
Popular Poster
Private Message

on ‎19-03-2023 07:34 PM

Message 2 of 4

Thankyou for the prompt reply. Very interesting.

Surely its up to TalkTalk to resolve this issue on behalf of their customers not individuals, particularly as I and many others are continuing to pay every month for a service thats not accessible to all.

I would appreciate a response from TalkTalk. Contract up in a couple of months so its a good time to see what else is out there.

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fr8ys
Community Star
Private Message TalkTalk

on ‎19-03-2023 02:39 PM

Message 3 of 4

Unfortunately this is not a box issue but an issue with the apps.

 

It is a well documented issue on many forums. The problem is that the programme and adverts are held on 2 different servers and for some reason the switch back to the programme will sometimes fail.

 

Your box is the delivery method for the app and the apps are owned by the broadcaster.

 

This has affected ITV, ALL4 and C5 at various times.

 

You would be best complaining to the app owner that is affected.

 

It seems that no sooner do they fix an app on one platform than another is affected.

 

If you wish to see if you are eligible for a different box, you will need to phone customer services and it may require a new contract. The YouView boxes are no longer available, I understand, so it may be a Netgem 4k box on offer.

 

No harm in giving them a call.

 

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

 

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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