[TelstraClear] T-Box issues continued

Forums › One NZ (including Farmside) › [TelstraClear] T-Box issues continued

1 | ... | 95 | 96 | 97 | 98 | 99 | 100 | 101 | 102 | 103 | 104 | 105 | ... | 112

3892 posts

Uber Geek
+1 received by user: 164

#682954 7-Sep-2012 21:59

BarTender:
But hang on a second doesn't sky just re-sell Sky TV? Yeah they may have a few extra channels but for the most part they re-sell Sky.

So I see no competition here at all. They spent 1 1/2 Mil or so on their new digital head end about 2 years ago from memory and I would doubt they get more than 20-30% discount from Sky. Plus they run their Irdeto and Verimatrix CA and need to get some sort of return from their investment of all those STBs. So when you're in a hole.. all you can do is keep on going.

I do feel for TelstraClear and the broadcast folks such as ZollyMonster et al.

But I would have dropped digicom and moved on since the boxes just don't seem up to it.. and 3+ years is 2+ years too long.

Me I would let punters get their own STBs and use the Irdeto CA they already have. But Sky wouldn't have a bar of that so TelstraClear have no wiggle room at all.

(Humm has this pushed it over to 100 pages ;)

Interesting.

I have little idea because finding out about the BC side of TCL seems to be like blood out of stones.... I'm only starting to make headway on the IP side.

I agree about the digicom vendor stuff. It really seems to be hurting the brand and I really wonder how Vodafone will take that once they rebrand everything.

I can't see VF taking VBox causing 100 page threads on GZ lightly, can you?

But I also question what's really going on here. It's a massive platform and I really don't think that Allan and co are half as stupid as some of my posts might suggest I think they are.

That contract comes up and do VF now have a massive VoD platform that they can just push movies over?

We all know that UFB is going to bring us VoD capacity. Pull the modem out of the back of those VF-Boxes and just plug them directly into the ONT and they can be filled with on demand content.

I also think that the way we transmit TV is going to change. I wrote a whole post on Whirlpool about this a year ago and I suspect that many developers are working on exactly the concepts I was talking about.

Sky also doesn't have all the content sown up. FreeView, with the likes of ChoiceTV have been showing/proving just this point.

There's stacks and stacks of content out there.

Give us a new .au cable and just watch that content stream into .nz as well.

The comment was made about the shiny new TAS cable taking ABC from us and dropping it into TAS, think what a shiny new Christchurch cable from TAS might be able to drop to us in New Zealand?!

I also looked at a very cool product the other week that would let you hook a STB to a decoder in .au and just stream the content to .nz. With Orcon doing 1TB plans now and .au having the NBN with the ability to do 40mbit uploads on 4 ONT ports (yes that's 160mbit of upload from one home)... You want to watch the All Blacks play Aus... NBN/UFB opens up a whole new playing field and Sky is up against those ropes just as much as anyone else.

D

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

Allan2805

18 posts

Geek

#682958 7-Sep-2012 22:09

lanceanz: I paid the $499 and was treated fairly by TCL when I quit. I'd had almost 2 years use out of it so certainly didn't expect to get my full $499 back, even though it'd given me a lot of grief. Based on my experiences with TCL I'd be very surprised if anyone had to take them to small claims. If you did, then I very much doubt you'd be awarded $499.

So what was your actual outcome please? How much of a refund did they actually give you? I also paid up front in full and that is the only reason I have not told them to can it so far. If I had been on the monthly deal, it would have been a gone burger long ago.

D1023319

527 posts

Ultimate Geek
+1 received by user: 90

ID Verified

#683000 8-Sep-2012 08:51

BarTender:
So I can't see TelstraClear doing anything other than bleating in the news media how hard they have it and then rolling over and paying Sky. Since why would anyone pay anything for Freeview over Cable when Wellington and Christchurch have UHF Freeview coverage?

Wgtn may have UHF freeview coverage but the hills severely restrict its reception hence many people use TCL where freeview UHF is not available. If it wasnt for Cyril providing me with better advice that a sky installer on acceptable reception levels - I would not have UHF reception for my second TV's.

ok sport is the big driver for people paying $$$$ to fund sky so it can use this as base to tie up broadcasting rights for channels like Discovery and so resell them to TCL.
But it is unacceptable for the SKY supply contract to limit TCL from sourcing other overseas content as some posters here have indicated. afterall parallel importing occurs for other products so this practice should be outlaweed.

Iceni

109 posts

Master Geek
+1 received by user: 4

#683656 10-Sep-2012 06:30

TelstraClear: Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.

This work is in addition to the planned update which, we are told, will begin quality testing in the next few weeks.

Apologies for the inconvenience.

Gary

Thanks Gary, It's working great now, plus I didn't lose any recordings.

langers1972

1039 posts

Uber Geek
+1 received by user: 118

#683681 10-Sep-2012 08:39

Iceni: Thanks Gary, It's working great now, plus I didn't lose any recordings.

+1 heaps better now although couldn't have been worse :-)

BarTender

3629 posts

Uber Geek
+1 received by user: 2572

ID Verified

Trusted

Lifetime subscriber

#683687 10-Sep-2012 08:42

D1023319:
BarTender:
So I can't see TelstraClear doing anything other than bleating in the news media how hard they have it and then rolling over and paying Sky. Since why would anyone pay anything for Freeview over Cable when Wellington and Christchurch have UHF Freeview coverage?

Wgtn may have UHF freeview coverage but the hills severely restrict its reception hence many people use TCL where freeview UHF is not available. If it wasnt for Cyril providing me with better advice that a sky installer on acceptable reception levels - I would not have UHF reception for my second TV's.

ok sport is the big driver for people paying $$$$ to fund sky so it can use this as base to tie up broadcasting rights for channels like Discovery and so resell them to TCL.
But it is unacceptable for the SKY supply contract to limit TCL from sourcing other overseas content as some posters here have indicated. afterall parallel importing occurs for other products so this practice should be outlaweed.

It's called smart business (aka patch protection) if you can get away with it (not that I approve of it)

Dell

Shop now for Dell laptops and other devices (affiliate link).

OldFart

36 posts

Geek

#683713 10-Sep-2012 10:18

TelstraClear: Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.

This work is in addition to the planned update which, we are told, will begin quality testing in the next few weeks.

Apologies for the inconvenience.

Gary

Hi Gary

In one sense that is great - it is good that Telstra is fixing (at least some of) these problems.

However, why the secrecy around all of this? Apart from this thread on Geekzone there is no publicly available information that I have been able to find. How does this serve Telstra's customers?

I have just searched the (so-called) Customer Zone on the telstra.co.nz website:

under "resolved problems" there is nothing to report
under problems with the T-Box - it appears there are no problems

This seems more than a little disingenuous. It is also insulting and inconvenient for us, your customers. When there is a problem, tell us in the most easily accessible way - ON YOUR WEBSITE. Ditto when it is fixed. Stop us wasting time having to make multiple calls to the call centre and being put on hold just to be taken through the charade of "power cycling" and/or be told "it is a known problem". If it's known, it should be ON YOUR WEBSITE.

Yes, I know it's not your fault that the Telstra management are AWOL but the sh*tty service is reason enough for me to vent.

I remain
with low expectations

pamgar

15 posts

Geek

#683741 10-Sep-2012 11:13

OldFart:
TelstraClear: Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.

This work is in addition to the planned update which, we are told, will begin quality testing in the next few weeks.

Apologies for the inconvenience.

Gary

Hi Gary

In one sense that is great - it is good that Telstra is fixing (at least some of) these problems.

However, why the secrecy around all of this? Apart from this thread on Geekzone there is no publicly available information that I have been able to find. How does this serve Telstra's customers?

I have just searched the (so-called) Customer Zone on the telstra.co.nz website:
under "resolved problems" there is nothing to report
under problems with the T-Box - it appears there are no problems

This seems more than a little disingenuous. It is also insulting and inconvenient for us, your customers. When there is a problem, tell us in the most easily accessible way - ON YOUR WEBSITE. Ditto when it is fixed. Stop us wasting time having to make multiple calls to the call centre and being put on hold just to be taken through the charade of "power cycling" and/or be told "it is a known problem". If it's known, it should be ON YOUR WEBSITE.

Yes, I know it's not your fault that the Telstra management are AWOL but the sh*tty service is reason enough for me to vent.

I remain
with low expectations

I totally agree

RobertT

120 posts

Master Geek
+1 received by user: 1

#683749 10-Sep-2012 11:31

pamgar:
OldFart:
TelstraClear: Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.

This work is in addition to the planned update which, we are told, will begin quality testing in the next few weeks.

Apologies for the inconvenience.

Gary

Hi Gary

In one sense that is great - it is good that Telstra is fixing (at least some of) these problems.

However, why the secrecy around all of this? Apart from this thread on Geekzone there is no publicly available information that I have been able to find. How does this serve Telstra's customers?

I have just searched the (so-called) Customer Zone on the telstra.co.nz website:
under "resolved problems" there is nothing to report
under problems with the T-Box - it appears there are no problems

This seems more than a little disingenuous. It is also insulting and inconvenient for us, your customers. When there is a problem, tell us in the most easily accessible way - ON YOUR WEBSITE. Ditto when it is fixed. Stop us wasting time having to make multiple calls to the call centre and being put on hold just to be taken through the charade of "power cycling" and/or be told "it is a known problem". If it's known, it should be ON YOUR WEBSITE.

Yes, I know it's not your fault that the Telstra management are AWOL but the sh*tty service is reason enough for me to vent.

I remain
with low expectations

I totally agree

Ditto
Communication is paramount. It may not be good or clear always, but some information is better than nothing.

On the other hand, perhaps TCL don't want to admit there are issues...

lanceanz

127 posts

Master Geek

#683779 10-Sep-2012 12:24

Allan2805:
lanceanz: I paid the $499 and was treated fairly by TCL when I quit. I'd had almost 2 years use out of it so certainly didn't expect to get my full $499 back, even though it'd given me a lot of grief. Based on my experiences with TCL I'd be very surprised if anyone had to take them to small claims. If you did, then I very much doubt you'd be awarded $499.

So what was your actual outcome please? How much of a refund did they actually give you? I also paid up front in full and that is the only reason I have not told them to can it so far. If I had been on the monthly deal, it would have been a gone burger long ago.

If you work out how much monthly rental the $499 is equivalent to, then deduct the months you had the box, you will get an approximate amount for what the maximum refund might be. I can think of several reasons why TCL wouldn't feel obliged to give the maximum, e.g. installation costs. I got roughly the remaining rental back. I imagine it was in my favour that I had formally and regularly reported issues for a couple of years. They also knew I would continue to be a good customer for other services (which I'd repeatedly told them I was very happy with).

This is almost certainly my last post to this thread. Hope it all works out well for everyone, and soon.

r2b2

586 posts

Ultimate Geek
+1 received by user: 109

#683783 10-Sep-2012 12:26

lanceanz:
Allan2805:
lanceanz: I paid the $499 and was treated fairly by TCL when I quit. I'd had almost 2 years use out of it so certainly didn't expect to get my full $499 back, even though it'd given me a lot of grief. Based on my experiences with TCL I'd be very surprised if anyone had to take them to small claims. If you did, then I very much doubt you'd be awarded $499.

So what was your actual outcome please? How much of a refund did they actually give you? I also paid up front in full and that is the only reason I have not told them to can it so far. If I had been on the monthly deal, it would have been a gone burger long ago.

If you work out how much monthly rental the $499 is equivalent to, then deduct the months you had the box, you will get an approximate amount for what the maximum refund might be. I can think of several reasons why TCL wouldn't feel obliged to give the maximum, e.g. installation costs. I got roughly the remaining rental back. I imagine it was in my favour that I had formally and regularly reported issues for a couple of years. They also knew I would continue to be a good customer for other services (which I'd repeatedly told them I was very happy with).

This is almost certainly my last post to this thread. Hope it all works out well for everyone, and soon.

Bear in mind that the installation of $99 was on top of the $499 one-off fee. It's just that at the start installation was free... (or at least thats how I remember the figures...)

Dyson

Shop now for Dyson appliances (affiliate link).

LifeSteala

91 posts

Master Geek
+1 received by user: 3

#683965 10-Sep-2012 16:27

Thanks TCL for the recent updates. I'm seeing a huge response in my T-Box. Waiting to scroll through menus now takes less than one second, rather than the usual three second wait.

I hope from now on, future updates improves the T-Box functionality and service.

With regards to updating the website with "Known Problems". I agree - if your call centre are saying its a known problem, then it should be made aware on the website! When I use to call (which I don't now because all they say is to power recycle) they were telling me "It's a known problem". So yes, please fix your communication channels to ALL customers on ALL levels of services.

Hifarion

40 posts

Geek

#683988 10-Sep-2012 16:47

This is incorrect.
You are entitled to your full refund.
I've worked retail for enough years to know that time makes no difference, if the product is still within the timed considered (by the CGA) reasonable, then you can easy get a full refund.

I've had to refund the full amount for washing machines, TV, oven and other household appliances - well outside their warranty period but still under what's considered a reasonable life expectancy, and not once was the amount refunded reduced for the hours or number of times they got to use the product - bottom line, once it failed for the 3rd or 4th time, the clients asked for a refund and, failing a gross misuse of the appliance, they'll usually get it

The trick is, most people don't ask. On several occasions I sold a replacement washing machine to someone that was disappointed with the years the last one ran for but was WELL under what would be considered reasonable for the appliance - sure they didn't buy the same brand, but they still came back and bought.

So how many times to you have to experience failed recordings, stuttered picture or sound and slow UI - the fundamentals roles of the device - ask yourself this, how many times would you let your washing machine flood, or your oven burn dinner??

If you challenged TCL about a refund with the Small Claims - they would probably roll over - why? The issues are so wide spread and common, that it your victor would set precedence for everyone else here, especially after they post the findings on line!

MTCW

lanceanz:
Allan2805:
lanceanz: I paid the $499 and was treated fairly by TCL when I quit. I'd had almost 2 years use out of it so certainly didn't expect to get my full $499 back, even though it'd given me a lot of grief. Based on my experiences with TCL I'd be very surprised if anyone had to take them to small claims. If you did, then I very much doubt you'd be awarded $499.

So what was your actual outcome please? How much of a refund did they actually give you? I also paid up front in full and that is the only reason I have not told them to can it so far. If I had been on the monthly deal, it would have been a gone burger long ago.

If you work out how much monthly rental the $499 is equivalent to, then deduct the months you had the box, you will get an approximate amount for what the maximum refund might be. I can think of several reasons why TCL wouldn't feel obliged to give the maximum, e.g. installation costs. I got roughly the remaining rental back. I imagine it was in my favour that I had formally and regularly reported issues for a couple of years. They also knew I would continue to be a good customer for other services (which I'd repeatedly told them I was very happy with).

This is almost certainly my last post to this thread. Hope it all works out well for everyone, and soon.

D1023319

527 posts

Ultimate Geek
+1 received by user: 90

ID Verified

#684783 12-Sep-2012 10:01

LifeSteala: Thanks TCL for the recent updates. I'm seeing a huge response in my T-Box. Waiting to scroll through menus now takes less than one second, rather than the usual three second wait.

+1

well maybe not that much improvement but still a significant increase in menu speed.

Fog

378 posts

Ultimate Geek
+1 received by user: 30

#684831 12-Sep-2012 11:12

D1023319:
LifeSteala: Thanks TCL for the recent updates. I'm seeing a huge response in my T-Box. Waiting to scroll through menus now takes less than one second, rather than the usual three second wait.

+1

well maybe not that much improvement but still a significant increase in menu speed.

I would like to endorse those remarks. Keep up the good work TCL.

1 | ... | 95 | 96 | 97 | 98 | 99 | 100 | 101 | 102 | 103 | 104 | 105 | ... | 112