For help with your TalkTalk TV box, channels and apps.
on 20-04-2024 05:27 PM
Hello
All
I wanted to ask has anyone got Iplayer UHD working on the TalkTalk TV hub
Are TalkTalk aware of this ?
Is there any fix for this
Thanks
on 22-04-2024 01:57 PM
Hi
I'll see what the device manager says.
Karl.
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on 22-04-2024 01:54 PM
I am really not comfortable in sending My google Id I used to setup the box
I can give the serial number
Thanks
on 22-04-2024 01:51 PM
Hi
If you can drop me a PM with your google ID, the devices team can look at the device specifically and track that ID for any issues or errors collected from the logs of the device.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 01:47 PM
I have posted the version
I dont know why you need My Google ID I used to setup the box
on 22-04-2024 01:40 PM
Why do you need My google Id
The version is below
TTG-5.12.1-230406
on 22-04-2024 01:33 PM
Hi
Ok, if you can let me know the box version as in the post above, and PM the details of your google ID , I can pass this along. I am speaking with our devices team directly and they are asking for this info.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 01:25 PM
The BBC Iplayer app is built in and is not available in the app store
It is running the latest software and no software update is available
on 22-04-2024 01:16 PM
Hi
Also, check BBC Iplayer is updated to the latest version :
Home Screen,
Apps (All Apps),
Google Play Store,
Scroll up to Apps,
Manage apps and games,
Updates,
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 01:14 PM
Hi
Can you confirm the software version of the TV Hub you have -
Home Button > Settings Cog > Device Preferences > About > Release
Should look something like TTG-5.12.1 etc.
Also drop me a PM (Personal Message) to confirm your Google ID you used when setting up the box.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 12:37 PM
Thanks Karl
Please do escalate this and I am sure this will be fixed
Please keep us updated
Thanks again
on 22-04-2024 12:35 PM
Hi
So this would show that the TV Hub is outputting content in UHD and the issue does lie within the IPlayer App not identifying the TV or device it is connected to correctly, so this does look like an app issue specifically, however I will need the device details to pass across to our Teams.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 12:31 PM
As I mentioned yesterday
Yes Youtube 4K and UHD works perfectly
on 22-04-2024 12:27 PM
Hi
Also, just another question, if you search YouTube for UHD Videos, do these play ok?
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 12:04 PM
As mentioned previously you have escalated for others without a TV model
I will appreciate it very much if you can escalate as I am sure you will find out it is a problem with the TV hub as more customers are going to be describing the same issue
The BBC iplayer team are telling me to speak to TalkTalk
At least you can try to send to the escalations team at TalkTalk
on 22-04-2024 11:54 AM
Hi
I need to ask our Teams to look at this. They will require the make and model of TV so they can fully investigate. they may have access to a number of TV models for testing to recreate the issue or may be able to research or in some cases email the manufacture for more information etc.
I cannot escalate this further without this information. You have reported this to BBC directly, and if there is a specific issue with the app itself, that is something they will need to address, we have no control over the App or it's compatibility with any devices. Our Teams can look specifically at the TV HUB to see if there are any issue with that.
I have a Samsung mobile phone. Some of the apps available via the play store may not be compatible with the phone. That is not the responsibility of Samsung, but the makers of the app.
In the same scenario, we are responsible for looking after the TV HUB that we provide, but cannot be responsible for the behaviour of each individual app, this will always be the realm of the developers of that app.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 11:44 AM
You have escalated this for other members that have had this issue on this forum without asking them for the TV model
Yet you are not doing that for me
Do not arrange a returns bag
on 22-04-2024 11:37 AM
Hi
Then by all means, stop using the Hub. I can send a returns bag out for you to return this. Would you like me to arrange a returns bag for you.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 11:34 AM
As mentioned previously this is not a problem with My TV
Please escalate otherwise I will
Stop using the TV hub
on 22-04-2024 11:28 AM
Hi
In order to feed this back to the Team for testing and research I will need the make & Model of TV.
Not all TV's will be compatible, and this may be an issue with the app itself. If so, you have mentioned you have reported this to BBC. If this is a possible issue with the TV Hub, our Teams can look into this, however without the TV make / Model I am unable to take this further.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
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.
on 22-04-2024 11:23 AM
As mentioned previously this is a problem with the TV hub and not with My TV
I've seen others experiencing the same issue on the TalkTalk forums as well as other forums
I will appreciate it very much if you can send this to the appropriate team
If not I will stop using the TV hub