Turkcell TV+ Keeps Freezing When Changing Channels

I have been experiencing frequent freezing and poor picture quality for a long time with the IP 7253 HD set-top box provided as part of my Turkcell Superonline TV+ subscription. Since November 3, 2026, I have been experiencing brief freezes, particularly when switching channels, as well as a red screen issue when changing channels on movie channels.

Due to these problems, I called Turkcell customer service two days ago and reported that channels were freezing and that my set-top box had not received any software updates for a long time. A technical team visited my home and told me that my existing set-top box was outdated. They replaced it with another device that clearly appeared to have been used by someone else before and claimed that it was a newer model. However, rather than improving the situation, this replacement made things worse, and brief freezes started occurring whenever I switched channels.

I submitted another technical support request, and a technician returned the following day and replaced the set-top box once again. Despite this second replacement, the brief freezes during channel changes have not been resolved at all. When I raised this issue with the technicians before they left, they told me that such freezing was normal because I was using IPTV. I explained that I had never experienced these problems with my original set-top box, but they dismissed my complaint by saying, "You probably had the same issue before and just didn't notice it." They completely disregarded my concerns.

The red screen issue also continues to occur when switching between movie channels. I specifically requested that my original device be returned, but nobody has taken any action regarding this request either.

I never expected a service costing approximately $20 per month to involve repeatedly receiving dirty, defective set-top boxes that have clearly been passed from one customer to another, while freezing and picture quality issues are simply dismissed as "normal." I initially submitted a support request because I believed the minor issues with my original device could be resolved through a software update. However, by the end of this process, the service I received had become significantly worse, and I can now barely enjoy watching TV.

I demand that Turkcell return the exact same set-top box I originally used and was satisfied with, as it did not have any freezing issues. If that is not possible, I expect it to be replaced with a clean, fully functional device that completely resolves the freezing and picture quality problems. I expect stable, high-quality TV service in return for the subscription fees I pay. If Turkcell cannot provide a proper solution, I insist that my original set-top box, which I used before these replacements, be returned to me in its entirety.