[TelstraClear] T-Box issues continued

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

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242 posts

Master Geek
+1 received by user: 6

#522608 18-Sep-2011 11:46

I'm with Lance - quiet but not satisfied. Thankfully (touch wood) have not had so many freeze ups (although none would be better than "not so many") but I have found the EPG and Planner incredibly slow lately - slower than it's ever been.

Fog

378 posts

Ultimate Geek
+1 received by user: 30

#522655 18-Sep-2011 14:26

If they could just fix the annoying momentary freezing of the picture (Pixelation?) then I would be a lot happier.
I don't think the speed of changing channels etc is any faster either, but I can live with that.

Garfield69

126 posts

Master Geek
+1 received by user: 4

#522724 18-Sep-2011 18:56

OK, multi-choice time....
So my SERIAL link for the 6pm news on TV3 has just recorded a wrestling match on BOX instead!
Has anyone had this happen to them before, and what do I need to do to fix it?
1. Delete the serial link and create a fresh one
2. just reboot and it will be all right next time
3. something else
Thanks.

ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#522734 18-Sep-2011 19:38

Garfield69: OK, multi-choice time....
So my SERIAL link for the 6pm news on TV3 has just recorded a wrestling match on BOX instead!
Has anyone had this happen to them before, and what do I need to do to fix it?
1. Delete the serial link and create a fresh one
2. just reboot and it will be all right next time
3. something else
Thanks.

Yes I have had this happen a few times. To beon the safe side I would delete the series and link and create a new one.

I just had our T-Box freeze up again. Sick of it!

antoniosk

2382 posts

Uber Geek
+1 received by user: 742

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Lifetime subscriber

#522755 18-Sep-2011 21:01

Garfield69: OK, multi-choice time....
So my SERIAL link for the 6pm news on TV3 has just recorded a wrestling match on BOX instead!
Has anyone had this happen to them before, and what do I need to do to fix it?
1. Delete the serial link and create a fresh one
2. just reboot and it will be all right next time
3. something else
Thanks.

Funny - I had this happen as well, except when trying to record Nothing Trivial which is Wed at 830pm - I get a rather bad boxing match recorded 11pm Tuesday night before.

A

________

Antoniosk

vdrum

9 posts

Wannabe Geek

#522767 18-Sep-2011 21:33

This is getting extremely frustrating!

Our issues

Sometimes the wrong channel is recorded
Sometimes the entire program doesn’t get recorded
The sound can disappear for no apparent reason and not even come back, so everything remains silent no matter what channel we change to
On a separate note we have been charged a ridiculous amount we don’t owe after being signed up for a service we never chose in the first place!
The picture often appears pixelated, even in the picture of recordings
A major pain - the device sometimes freezes up - pressing any button does nothing, not even the power button

If the device stuffs up all that can be done is to reboot it, even while recording a program/channel - this is particularly annoying as the recording gets interrupted... either the recording (e.g. up to 50% through) stays and therefore cannot record the last 50%, or the recorded bit gets deleted in order to record the last 50%.

We've had these issues since day one and even today (even since the last major 'update containing fixes' in August).

What we have done/do

Taken time when performing actions (pressing buttons, changing channels etc)
Power cycling the device and rebooting the modem – at least once or twice a week
We power the device off every night (via the round button on the front) and it has plenty of air flow

No replacement of the t-box has occurred so far, how can a replacement of the device resolve the above issues given other people have had their t-boxes replaced two or three times!

Our device info

IPG Version = 2.9.23
OS Version = 08092011-49
Signal Levels (tuner 1/2) = 78%+

Links to websites we've found showing others with similar/same issues

http://www.notgoodenough.org/viewtopic.php?t=39821
http://www.stuff.co.nz/technology/gadgets/5335028/TBox-users-far-from-happy-with-ongoing-problems
http://www.stuff.co.nz/dominion-post/culture/television/5334174/Customers-hit-out-at-TelstraClear
http://forums.whirlpool.net.au/archive/1730527
http://crowdsupport.telstra.com.au/t5/Bundles/Big-let-down-Telstra/td-p/3634
http://www.consumer.org.nz/news/view/tbox-problems-stuff
http://crowdsupport.telstra.com.au/t5/T-Box/Frustrated-with-Telstra-amp-TBox/td-p/1162

We're seriously considering kicking up a stink with TelstraClear management - if they continue not to listen properly then i'm sure FairGo will.

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Morph

190 posts

Master Geek
Inactive user

#522792 18-Sep-2011 23:07

vdrum: This is getting extremely frustrating!

Our issues
Sometimes the wrong channel is recorded
Sometimes the entire program doesn’t get recorded
The sound can disappear for no apparent reason and not even come back, so everything remains silent no matter what channel we change to
On a separate note we have been charged a ridiculous amount we don’t owe after being signed up for a service we never chose in the first place!
The picture often appears pixelated, even in the picture of recordings
A major pain - the device sometimes freezes up - pressing any button does nothing, not even the power button
If the device stuffs up all that can be done is to reboot it, even while recording a program/channel - this is particularly annoying as the recording gets interrupted... either the recording (e.g. up to 50% through) stays and therefore cannot record the last 50%, or the recorded bit gets deleted in order to record the last 50%.

We've had these issues since day one and even today (even since the last major 'update containing fixes' in August).

What we have done/do
Taken time when performing actions (pressing buttons, changing channels etc)
Power cycling the device and rebooting the modem – at least once or twice a week
We power the device off every night (via the round button on the front) and it has plenty of air flow
No replacement of the t-box has occurred so far, how can a replacement of the device resolve the above issues given other people have had their t-boxes replaced two or three times!

Our device info

IPG Version = 2.9.23
OS Version = 08092011-49
Signal Levels (tuner 1/2) = 78%+

Links to websites we've found showing others with similar/same issues

http://www.notgoodenough.org/viewtopic.php?t=39821
http://www.stuff.co.nz/technology/gadgets/5335028/TBox-users-far-from-happy-with-ongoing-problems
http://www.stuff.co.nz/dominion-post/culture/television/5334174/Customers-hit-out-at-TelstraClear
http://forums.whirlpool.net.au/archive/1730527
http://crowdsupport.telstra.com.au/t5/Bundles/Big-let-down-Telstra/td-p/3634
http://www.consumer.org.nz/news/view/tbox-problems-stuff
http://crowdsupport.telstra.com.au/t5/T-Box/Frustrated-with-Telstra-amp-TBox/td-p/1162

We're seriously considering kicking up a stink with TelstraClear management - if they continue not to listen properly then i'm sure FairGo will.

If my memory is correct The Aus/NZ version are completly diff Just the name is the same.. Only two of those links are about the NZ version.. And if i remember correctly there is a patch coming out after the world cup.

angeldevilnz

8 posts

Wannabe Geek

#522797 18-Sep-2011 23:21

I so agree with vdrum! Why the heck should we be paying for a service that isn't properly being provided!
Morph: how many patches or updates have we already had and still there are so many glitches.
I'm sure Fair Go would love to hear about this. We are definitely not getting what we pay for!

vdrum

9 posts

Wannabe Geek

#522798 18-Sep-2011 23:21

Morph:

If my memory is correct The Aus/NZ version are completly diff Just the name is the same.. Only two of those links are about the NZ version.. And if i remember correctly there is a patch coming out after the world cup.

Yeah they are different (even the firmware versions are different) but it's interesting that they have the same name, are provided by the same company and the issues are the same. Anyway, here's to waiting for what improvement the update brings.. if any..

Morph

190 posts

Master Geek
Inactive user

#522809 19-Sep-2011 00:16

angeldevilnz: I so agree with vdrum! Why the heck should we be paying for a service that isn't properly being provided!
Morph: how many patches or updates have we already had and still there are so many glitches.
I'm sure Fair Go would love to hear about this. We are definitely not getting what we pay for!

Not too many updates . And they have been targeting certain things.

Garfield69

126 posts

Master Geek
+1 received by user: 4

#522853 19-Sep-2011 08:26

ChristineNZL:
Garfield69: OK, multi-choice time....
So my SERIAL link for the 6pm news on TV3 has just recorded a wrestling match on BOX instead!
Has anyone had this happen to them before, and what do I need to do to fix it?

Yes I have had this happen a few times. To beon the safe side I would delete the series and link and create a new one.

Thanks ChristineNZL.

So what about my other 10 serial links... do we think these are also corrupted now, and should all be refreshed or am I over-reacting?

Dell

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ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#522854 19-Sep-2011 08:31

Garfield69:
ChristineNZL:
Garfield69: OK, multi-choice time....
So my SERIAL link for the 6pm news on TV3 has just recorded a wrestling match on BOX instead!
Has anyone had this happen to them before, and what do I need to do to fix it?

Yes I have had this happen a few times. To beon the safe side I would delete the series and link and create a new one.

Thanks ChristineNZL.

So what about my other 10 serial links... do we think these are also corrupted now, and should all be refreshed or am I over-reacting?

I think they would be okay. It has happened either 2 or 3 times for me and other programmes around that time were okay. It seems to be a totally random (and annoying) thing.

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

#522945 19-Sep-2011 11:32

Hi everyone. Please note that we are still monitoring your comments and suggestions and are logging for consideration in future updates anything new that is being raised.

We acknowledge that some of the issues you are experiencing are frustrating. We and the European software developers are working to get as many of these addressed as quickly as we can.

We’re aware of the issue of the wrong channel on occasion being recorded and have seen this happen but not on a T-Box that is running debugging. We’re continuing to try and find the cause for this.

The problem where the end of a programme isn’t recorded is caused by the channel/broadcaster running programmes past the time they say they will in the schedule. We have raised this with the broadcasters but it’s an operational decision they have made to run overtime. You might like to complain directly to the channel operators that you find to be the worst offenders. Personally, I use a 10 minute recording buffer to make sure that the ends of programmes are recorded as, in my experience, some channels can be 5 or more minutes out.

If you’re having issues with the loss or sound and/or audio, please let us know the make and model of your TV. You should also check to see if your is running the latest firmware (your TV manufacturer’s website should have this along with instructions for updating it). Most of these problems are due to out dated TV firmware or problems with the HDMI interface.

Pixilation is often a channel/transmission issue and nothing to do with the T-Box. Digital broadcasters have a general global standard that allows for at least one instance of pixilation, stuttering or other transmission issue an hour. However, if you’re seeing this a lot, please let us know the channel, programme and time it occurred so we can raise this with the channel provider.

We are aware of the T-Box freeze issue and this is being addressed in an update that will be delivered soon. Again, however, to ensure that you’re not seeing a new issue, please let us know what the T-Box was doing when it froze and/or what actions you were asking it to perform. Without this we can’t replicate the behaviour you saw and therefore can’t find the cause.

On the issue of a programme not being able to be recorded if it’s interrupted by a re-boot, we have asked the European software developers to fix this in a future update. The updates coming soon should also help, reducing the instances when a reboot is needed.

Please note, unless your T-Box has a hardware fault, there is no advantage in replacing your T-Box or having technician visit for any of the software issues that have been noted. We have logged these issues and are working with the European software developers to get them fixed as quickly as possible.

As has already been pointed out, many of the links posted are not relevant to the TelstraClear T-box. This is a New Zealand-created unit and it is different to any other device in the world. We acknowledge that, as with any new technology, there have been some issues and we are investing a great deal of time and money to make continuous improvements.

Again, thanks for the feedback and reports of issues. We are aware of all of the issues that have been raised so far and are working to get these resolved as soon as we can. As some posters have noted, the last update made many improvements. The next update, which will improve performance, is undergoing engineering testing now and should be released to your T-Box in a matter of weeks. The update after that one is already being compiled in Europe and will resolve a number of issues, including some bugs that cause freezing. The developers are making this a priority.

Gary

r2b2

586 posts

Ultimate Geek
+1 received by user: 109

#522966 19-Sep-2011 12:09

TelstraClear: ...
Pixilation is often a channel/transmission issue and nothing to do with the T-Box. Digital broadcasters have a general global standard that allows for at least one instance of pixilation, stuttering or other transmission issue an hour. However, if you’re seeing this a lot, please let us know the channel, programme and time it occurred so we can raise this with the channel provider.
...

Just wanted to say that I have also seen pixilation occur when the T-Box gets put under some kind of load - had it last night where was watching a replay of a programme and it started pixilating and a little and gradually got worse over about a minute to the point where I couldn't actual stop the replay - had to (soft) power off and power on to stop playing (interestingly a recording had come to the end so I think it was something to do with it having trouble ending the recording and playing at the same time) Usually this kind of pixilation seems to occur at the same time as large amounts of hard drive activity (you can hear it busily chattering away)

Having said that, I'm guessing that the performance update will hopefully remove this kind of pixilation so we'll be left with the channel/transmission type as you refer to :)

Richard.

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

#523016 19-Sep-2011 13:33

Just wanted to say that I have also seen pixilation occur when the T-Box gets put under some kind of load - had it last night where was watching a replay of a programme and it started pixilating and a little and gradually got worse over about a minute to the point where I couldn't actual stop the replay - had to (soft) power off and power on to stop playing (interestingly a recording had come to the end so I think it was something to do with it having trouble ending the recording and playing at the same time) Usually this kind of pixilation seems to occur at the same time as large amounts of hard drive activity (you can hear it busily chattering away)

Having said that, I'm guessing that the performance update will hopefully remove this kind of pixilation so we'll be left with the channel/transmission type as you refer to :)

Richard.

Hi Richard,

Are you referring to the ‘stuck frame flashing’? This is a different and known issue and has been logged and forwarded to the European software developers for investigation. In the meantime, we apologise for the frustration and suggest these workarounds:

If in Live TV and behind ‘live’, briefly fast forward.
If in Live TV and caught up with Live TV, pause for a couple of seconds then press stop
In watching a recording, press Stop and then select the recording again in the planner and select ‘Last Viewed’.

Gary

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