1) How will the TalkTalk TV DLM Trial begin?

The trial will begin when we inform you that your network setting has changed. We will email you to inform you that we are about to change your profile, and again after the profile has been applied successfully.

2) What do you expect me to do?

After the profile has been applied, you will be expected to report back any issues you see to your TV service, or any difficulties you experience while using your broadband. You will be given a dedicated feedback form to use in TalkTalk Labs, which allows the right people to read your feedback as quickly as possible.

3) How long will the trial run?

It is planned that the trial will take between 2 and 4 weeks to complete. This will allow enough time for everyone that is on the trial to provide feedback on the quality of their TV service, their broadband service and complete a short survey about the changes and way the trial was managed.

 

4) What if I require support during the trial?

Support is available via the standard TV support numbers. The agents should be aware you are on this trial, but it is advised you tell the agent at the start of the call that you are participating.
There is a 24 business hour turnaround in profile issues being accepted and resolved. In real terms this means that if you experience a total loss of TV service at 10am on Tuesday, it would be anticipated that you would be reverted back to the last known working profile by 10am on Wednesday.

However, if you report total loss of service at 6pm on Friday, you may be without your TV service until Monday.

It is important that you make a note of any partial or total loss of service providing us with the time and date via the feedback forms.

5) What charges are involved?

You will still need to pay for you current broadband, TV and phone service from TalkTalk as you normally would. There will be no extra charges for the trial.

6) How long will the tasks take to complete?

The task is to watch TV and use the internet. To submit feedback should take no more than 5 minutes to complete.

7) What if I want to end my participation in the trial early?

Although we would dearly like you to complete the trial, you are of course able to end your trial participation at any time during the trial. You will be asked for the reason for ending the trial and for any feedback you have up to the point of trial removal. Your broadband profile will be returned to your standard TV profile you were on before you started the trial.

8) What happens when the trial is over?

When the trial is over, you will have the option to remain on the trial network DLM profile, or to return to your previous profile.

9) Who can I contact during the trial?

The trial is being managed by the TalkTalk Labs Trials team who will happily respond to your general enquiries on tvdlm@talktalk-labs.com within 1 working day.

For any other problems with regards to your TV, broadband or telephone connectivity or other technical issues, you will be required to contact TalkTalk TV Customer Services via the standard telephone numbers and email addresses.

10) How do I provide feedback?

Logon to My Profile and use the trial feedback form provided (this option is visible to trial participants only). You will see the option to send feedback on your "My Profile" page.

11) I suffer from pixiliation issues, would I be a good participant on this trial?

The trials aims at reducing pixilation, improving the delivery of the TV and increase the sync speed, but in some instances we are expecting a slight increase in pixilation, still frames and other video related problems.

12) I am happy to take part, but what will happen when I agree to become a trialist?

By agreeing with the trial you understand that TalkTalk will be making changes to your line profile that may impact the sync speed of your current connection.
In most cases, after a stabilization period of a few days where you may notice some speed changes, your line speed should increase to a higher level than what you currently receive.

13) What is DLM?

DLM stands for Digital Line Management. This technology is part of the TalkTalk network, and continually monitors your line to find the best level of performance and stability to offer you the highest quality internet supply.

14) I'm concerned about other aspects of the changes to the TV service from the trial. Can you offer more details?

As any new technology trialled, some of the other side effects of this new TV profile can be:

• Sound dropping

This may re-present itself through the following variations:

• Picture and sound out of synch.
• Loss of audio stream
• Sound variation
• Recording problems. Customers recording programs using the ADSL may find that they can't record if they experience pixilation. This shouldn't affect customers recording DTT shows.

• Box crashing: in some extreme circumstances, the box may stop working (crash) and needs to be rebooted.

Any of the above symptoms should be documented and sent back to the TT Labs using the normal feedback process described in point 10.

This DLM TV trial has no impacts on the DTT channels as they are delivered through the aerial, DLM TV trial only affects ADSL channels.

Recruitment for this trial is now closed.