T-Box issues continued

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118 posts

Master Geek

Reply # 642230 17-Jun-2012 21:22
Moral of the story...if the TBox system is crap and doesn't work...keep complaining and insist that they can't hold you to a contract....and put the wife onto them. Good Luck. Putting she-who-must-be-obeyed on to them. Works everytime.

ChristineNZL

154 posts

Master Geek

Reply # 642319 18-Jun-2012 07:27
Man Friday can't get here soon enough! Woke up this morning to the T-Box frozen. Have rebooted twice and still can't get a picture. All I have is a black screen. I can however get in to the planner and it says ALL our recordings have failed even the ones that had recorded fine a few days ago. Thankfully knowing that we are getting rid of the T-Box we have been catching up on all our recordings.

ChristineNZL

154 posts

Master Geek

Reply # 642341 18-Jun-2012 08:36
Gonzo12: Yes we were in tv,phone, data package....luckily unlike some of the poor buggers here we only rented TBox...the $75 deal is not for those in TCL cable areas and in HomePlan areas- neither apply to us..(although we are effectively getting it for 12 months)... However like most people here we had a long history of almost daily issues, replaced tbox units, replaced cablng to house, no volume control, stuffed recordings.....the list goes on...the worst was that in almost all occasions we had to constantly phone and there was no follow up...techs booked and not turning up etc...anyway my advice is to just keep on saying the device doesn't work and put the wife onto them... Chris I was very brave and managed to do it all myself in the end. T-Box subscription cancelled and we are going on to the $75 plan. I do feel so sorry for their staff though. Initially had to ring Faults as the T-Box has frozen and they weren't able to get it started and he said they could send out a technician and I said we were switching to MySky and the reply was a "Oh". I mean what can these poor people say really. Then rung to cancel it and initially got through to what I assume was an Indian call centre "Can I ask why you want to cancel it?" - "Because it doesn't work." - "Oh.". Finally got put through to a lovely lady who was very helpful. Any it's all sorted now. Still can't get a picture up on the T-Box but I am sure we can survive until this Friday without it.

lanceanz

127 posts

Master Geek

Reply # 642373 18-Jun-2012 09:41
ChristineNZL: T-Box subscription cancelled and we are going on to the $75 plan. I think TCL should pay your MySky subscription while you keep the T-Box with a dedicated screen that they supply. It's only by sorting out the worst cases that they'll really be sure what's going on. As has often been asked in this thread - if the issues we're reporting are all software, then how come some boxes are so much worse? I'm assuming you've had your network/cabling checked out (as I have). So a shame to see you change, but I appreciate you've put up with much more than most would. Hopefully TCL will test your last T-Box thoroughly, in the lab and in an employee's home.

LifeSteala

65 posts

Master Geek

Reply # 642454 18-Jun-2012 11:59
Well, I had to call up today T-Box froze as usual, and after power recycling we couldn't change channels. If we did, the box dies. Power recycled three times to get it back to a working state. I asked for a technician to come out and check cables/signals. I'm hoping they will replace cables which hopefully fixes the picture freezing, general pixellation, green pixellation issues.

Fog

161 posts

Master Geek

Reply # 642520 18-Jun-2012 13:33
LifeSteala: Well, I had to call up today T-Box froze as usual, and after power recycling we couldn't change channels. If we did, the box dies. Power recycled three times to get it back to a working state. I asked for a technician to come out and check cables/signals. I'm hoping they will replace cables which hopefully fixes the picture freezing, general pixellation, green pixellation issues. Good luck. A technician did all those things at our place, but we continue to get the issues that you describe, as well as a blank screen the other night. It will be interesting to see if your problems get fixed?.

ChristineNZL

154 posts

Master Geek

Reply # 642531 18-Jun-2012 13:54
lanceanz: ChristineNZL: T-Box subscription cancelled and we are going on to the $75 plan. I think TCL should pay your MySky subscription while you keep the T-Box with a dedicated screen that they supply. It's only by sorting out the worst cases that they'll really be sure what's going on. As has often been asked in this thread - if the issues we're reporting are all software, then how come some boxes are so much worse? I'm assuming you've had your network/cabling checked out (as I have). So a shame to see you change, but I appreciate you've put up with much more than most would. Hopefully TCL will test your last T-Box thoroughly, in the lab and in an employee's home. Have just emailed them and said we should not be paying for the T-Box or digital TV from 18 - 29 June seeing as it is not working at all. As far as I know they have not checked our cabling. We did have the T-Box replaced once and it made no difference. It definitely has been acting worse than ever lately and we have never had it completely die on us like it did today. If only it could have lasted 4 more days!

lanceanz

127 posts

Master Geek

Reply # 642563 18-Jun-2012 14:38
ChristineNZL: As far as I know they have not checked our cabling. We did have the T-Box replaced once and it made no difference. It definitely has been acting worse than ever lately and we have never had it completely die on us like it did today. If only it could have lasted 4 more days! I've had one replacement, and cables tested - with splitter boxes replaced as a result. Still get freezing and pixelation (but livable with), so fingers crossed that mine won't also die completely.

ChristineNZL

154 posts

Master Geek

Reply # 643846 20-Jun-2012 15:12
Kudos to TCL for their great service since we have cancelled our T-Box. They have agreed to put us on the $75 home phone/broadband plan and have given us a full 1 month credit on our unresponsive T-Box/digital TV. So while it's a shame we have had so many problems with our T-Box since October 2010 when we got it and the only way we have been able to fix that is by getting rid of it at least they came to the party in the end. Now fingers crossed when we get our MySky installed in 2 days that it runs smoothly! I didn't realise how much non free to air content we watch and how much we record until our T-Box died - it's only been a few days but I really miss it!

Fog

161 posts

Master Geek

Reply # 643861 20-Jun-2012 15:41
ChristineNZL: Kudos to TCL for their great service since we have cancelled our T-Box. So that is how one gets good service?. LOL

LifeSteala

65 posts

Master Geek

Reply # 643872 20-Jun-2012 15:50
Fog: LifeSteala: Well, I had to call up today T-Box froze as usual, and after power recycling we couldn't change channels. If we did, the box dies. Power recycled three times to get it back to a working state. I asked for a technician to come out and check cables/signals. I'm hoping they will replace cables which hopefully fixes the picture freezing, general pixellation, green pixellation issues. Good luck. A technician did all those things at our place, but we continue to get the issues that you describe, as well as a blank screen the other night. It will be interesting to see if your problems get fixed?. No real luck. The dude came checked signals. Apparently all my signal levels are spot on. I asked him a few questions about it, and TC are saying the issues are all of Software faults. Some have no trouble, some do. A few have had box replacements and they've had no issues ever since. However some experience the same or worse. All TC can do is replace and pray the box works fine. I did get however the next software update is releasing next month. He seemed confident this update fixes A LOT of problems. Couldn't give me a date but should be soon. I've just got to monitor, and if issues persist I am to ask for a replacement. Which means we lose all our recordings which is the most stupid part of this. Should at least be able to transfer the hard drives. Surely...

wekanz

62 posts

Master Geek

Reply # 643885 20-Jun-2012 16:36
LifeSteala, I get some of the picture freezing, general pixellation, and green pixellation issues, but generally just consider them to be an occasional nuisance. If these issues can be fixed in the update to come, and no new issues start to happen, I'll be happy

Iceni

68 posts

Master Geek

Reply # 644123 21-Jun-2012 08:13
On Wednesday evening my wife was watching the television when the T-Box crashed to a blank screen. She told me that a message came up with an apology for the inconvenience and advice to reboot the modem. I’ve never seen, or heard of this message previously when the T-Box has crashed, is this a new thing? I’m still getting pixilation and slight pauses, if anything this seems to be getting worse, I envy you Christine, wish I could dump this rubbish T-Box. TelstraClear is still adamant that the problem is with the software, but I suspect that the problem lies partly with the actual unit. Maybe inferior components and circuitry, would be interesting to have an independent electrical engineer’s view on this.

ChristineNZL

154 posts

Master Geek

Reply # 644241 21-Jun-2012 13:11
Iceni: On Wednesday evening my wife was watching the television when the T-Box crashed to a blank screen. She told me that a message came up with an apology for the inconvenience and advice to reboot the modem. I’ve never seen, or heard of this message previously when the T-Box has crashed, is this a new thing? I’m still getting pixilation and slight pauses, if anything this seems to be getting worse, I envy you Christine, wish I could dump this rubbish T-Box. TelstraClear is still adamant that the problem is with the software, but I suspect that the problem lies partly with the actual unit. Maybe inferior components and circuitry, would be interesting to have an independent electrical engineer’s view on this. How come you can't get rid of yours? I was speaking to a couple of friends who I was unaware had a T-Box - one has had heaps of problems like we have and she is now going to get rid of hers too. The other only occasional problems so I also wonder if it's a software issue why isn't it all? Would love to know why ours finally died completely.

lanceanz

127 posts

Master Geek

Reply # 644259 21-Jun-2012 13:44
This morning I received a nice, well written reponse from Customer Care to my most recent report of troubles. They say the next update (currently being tested) addresses around 20 known bugs/issues including live-pausing and recording crashing. They also commented on the suggestion for more frequent releases - it's something they raised with the developers in August 2011 but because of QA at both ends (developers and TCL) it's not been possible to progress a small number of fixes more quickly. They also tested my T-Box and modem from their end. It does make a difference getting a well considered and personalised reply. So I'm sticking with it, and fingers crossed mine doesn't get worse. If it does - well I do have my Apple TV, and there's a lot of stuff on YouTube.

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