TelstraClear: Hi everyone,
Finally, while we appreciate the assistance, there is no benefit in recording T-Box serial numbers and other identifying hardware information. We know what the issues are and what software is causing them. Digisoft is working to correct these in the next and subsequent software updates. We do read your messages and take note of the issues. You may be interested to know that for many months now everything mentioned has been logged already, however if you find any behaviour that you think is new please continue to let us know.
Thanks Gary, good to hear an update is coming, and should be soon.
The reason I have started recording the details of various T-boxes is simple. Some people are not having issues, and others have nothing but issues. The variables are the way the user uses the system, the network, the T-box hardware and the software. If the software is the same across all of these people (which it will be given the number of times some people have to reboot simply to have a system that works), then there are only three variables - user, network and hardware.
If, as you suggest, the software is the issue, nearly everyone will be having the same issues. In that case, I'm sure you will be posting some information on your website in an easy to find place about these issues, and how they are going to be put right. After all, it seems that this forum is the only place that you are collecting any information regarding symptoms from (if only 2% of people are calling support with issues as was mentioned in an earlier post).
If there are issues in a particular area, then we'll see it in our own data. Likewise, if a series of serial numbers demonstrate faults, one can assume a batch of components was faulty.
I am interested to note that "for many months now everything mentioned has been logged already". What is of special interest is that these issues have not been rectified for "many months" despite being known about.
I stand by my earlier comments regarding a questionnaire to T-box users. As you have seen on the forum here, people don't call the support number because it's usually fruitless and time consuming. Getting feedback and useful data may enable you to improve the service you offer customers, and could be a good PR exercise.
I don't want to sound ungrateful as my system usually works, but it's clear that feelings on this forum are pretty high and people are leaving for more reliable alternatives. I'd like to see the T-box succeed.
And finally, I too had a blank screen last night after a reboot to update the EPG that had disappeared. I could browse the EPG and planner, but the system crashed when I tried to watch a recorded program, killing my two current recordings. A reboot fixed it.