[TelstraClear] T-Box Issues

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233 posts

Master Geek

#410333 28-Nov-2010 09:09

Love the irony, waiting for a answer and the hold music is we've only just begun, classic

prevaljo

175 posts

Master Geek

#410435 28-Nov-2010 17:55

We have had a number of issues with the EPG, early on (several weeks ago) we had no information at all, and had to reboot the modem. More recently we lost C4 data and yesterday we had no TV2 data, haven't checked today. I have also been aware of instances where last minute (I presume) program changes have not been reflected in the EPG, rendering it useless to record a program and causing some consternation about what may be going to happen to the recording of a series on the day when there is no data available for the channel.

The other issue is the fact that you only have I think (?) 7 days EPG data which means you can't record a program outside that window.

I find it interesting that something so simple is so difficult to get right.

Hifarion

40 posts

Geek

#410575 29-Nov-2010 09:45

Apparently Sky will only supply TCL the EPG for 7 days, this is one of the problems you face when you simply repackage and resell someone elses product - it would seem sky has kept a few ace's up thier sleave.

I've had the EPG issue with Channel 2 for over a week, and I'm too scared to reboot the the unit for fear of the dreaded black screen of death coming back....

Dawg

233 posts

Master Geek

#410581 29-Nov-2010 09:59

Special thanks to zollymonsta, tbox is back operational.

markdr

26 posts

Geek

#410611 29-Nov-2010 11:14

Just had a letter from TC apologising for the recent T-Box issues that we are all experiencing. It covered the main problem areas, freezing, loopback (during live TV, re-seeing previous bits), HDMI (sound/picture quality) and padding and talked about a soon to be released software update. Included was a link to a help page http://www.telstraclear.co.nz/go/tboxhelp which includes additional issues and workarounds.

Great to see some acknowledgment of the issues but I would like to have also seen some compensation too like free TV until the issues are resolved, we are effectively acting as their extended test team.

Teza

51 posts

Master Geek

#410722 29-Nov-2010 15:10

markdr: Just had a letter from TC apologising for the recent T-Box issues that we are all experiencing. It covered the main problem areas, freezing, loopback (during live TV, re-seeing previous bits), HDMI (sound/picture quality) and padding and talked about a soon to be released software update. Included was a link to a help page http://www.telstraclear.co.nz/go/tboxhelp which includes additional issues and workarounds.

Great to see some acknowledgment of the issues but I would like to have also seen some compensation too like free TV until the issues are resolved, we are effectively acting as their extended test team.

I haven't had that letter unfortunatly.

I am experiencing some of the issues others are i.e freezing of screens, not recording to the end of programs. HDMI handshaking issues

Overall the box is ok but seriously needs some work on the software, I am going to request a credit for some of the monthly charges due to the issues (not fit for purpose and other lovely Consumer guarantees act words etc.). These have not just been 1 off they have been ongoing but I have so far given Telstra the benefit of the doubt that a software upgrade would fix them, not from now on though.

graemeh

2078 posts

Uber Geek

#410727 29-Nov-2010 15:21

Dawg: Love the irony, waiting for a answer and the hold music is we've only just begun, classic

I once had "Send in the Clowns" lol

Wise

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Russcolli

59 posts

Master Geek

#410837 29-Nov-2010 19:47

markdr: Just had a letter from TC apologising for the recent T-Box issues that we are all experiencing. It covered the main problem areas, freezing, loopback (during live TV, re-seeing previous bits), HDMI (sound/picture quality) and padding and talked about a soon to be released software update. Included was a link to a help page http://www.telstraclear.co.nz/go/tboxhelp which includes additional issues and workarounds.

Great to see some acknowledgment of the issues but I would like to have also seen some compensation too like free TV until the issues are resolved, we are effectively acting as their extended test team.

Yes, just received that letter today also. It's always better for companies if they front up to the clients and acknowledge the issues, pity it has taken TCl so long but better late than never I guess. I do hope they have sent it to all customers with a T-Box and not just those of us who have raised issues with them directly. It is written as though it has gone to all T-Box subscribers.

I an pleased to see them itemising all the different issues. Some I recognise, others I have not experienced thank goodness.

Obvious bugs and promised software updates aside the one I really did not understand was the bit about Padding. It suggests that using padding can cause recordings to fail??? I don't get it, either there is a recording conflict or there isn't. Surely the recorder should not accept future recordings if they conflict (i.e. more than two at the same) even with padding.

'You can change the padding to anything higher than 0, however this can cause 'false' conflicts on some recordings and may cause some recordings to fail. '

I'm with Mark, it's time for some compensation offer if they do not want people to jump ship to MySky. The level of service is such that I cannot see them being very successful holding subscribers to the early termination fees. By the way, is anyone else also getting a bit suspicious at the software update always being 'a couple of weeks away'. That's getting to be a pretty long couple of weeks by my reckoning. Makes me think there is a lot of uncertainty about it.

ralphski

93 posts

Master Geek

Trusted

#410851 29-Nov-2010 20:11

Russcolli:
Obvious bugs and promised software updates aside the one I really did not understand was the bit about Padding. It suggests that using padding can cause recordings to fail??? I don't get it, either there is a recording conflict or there isn't. Surely the recorder should not accept future recordings if they conflict (i.e. more than two at the same) even with padding.

'You can change the padding to anything higher than 0, however this can cause 'false' conflicts on some recordings and may cause some recordings to fail. '

Yes having the padding buffer set higher than 0 can cause conflicts.
E.G.
Lets say a padding buffer is set to 5 minutes (which is 5 minutes before & after scheduled screening time)
You've set-up recording of 1 News & 3 News every weekday (1800-1900) but your padding is set for 5 minutes so your actual recording time is 1755-1905 on CH1 & CH3.

So, now the lovely lady decides she wants to record Shortland Street weedays from 1900-1930 on CH2

The T-Box has 3 tuners & can record 2 tuners at a once... Shortland Street will fail because it going to try & start recording at 1855 while the news coverage is still recording (and will do until 1905).

Hope this helps.

Any opinions expressed on Geekzone are my own and not those of my employer.

KaroriPete

96 posts

Master Geek

#410889 29-Nov-2010 21:23

I think the T-Box could be a bit smarter in the way it handles these sort of conflicts. The system could have a rule that either let's the padding win i.e. you miss 5 minutes off the start of the next scheduled recording, or the schedule overrides the padding and you run the risk of missing the end of the first program. The user could even be given the choice when adding the last recording.

At least you would then get to have most of both programs recorded, whereas now if it can't do the entire program it won't do anything at all."

At the moment I have the padding set to 2 minutes (I think this was the value the installer suggested) but occasionally I still miss the end of some programs. I think I may as well just set it to 5 or 10 as any value greater than 0 will cause a schedule conflict with an adjacent program so there doesn't seem to be any disadvantage.

foamfollower

152 posts

Master Geek

#410979 30-Nov-2010 07:43

I had a pleasant surprise when I was halfway through programming my Logotech Harmony remote for the T-Box – I received a message saying that there was similar device in the database: Manufacturer – TelstraClear, Model – T-Box. I accepted the programming and it seems to work well, inceasing considerably the WAF.

Apologies if this has already been noted, although I have seen reference here that the T-Box was not in the Harmony database. May be a recent addition.

Hifarion

40 posts

Geek

#411047 30-Nov-2010 10:18

With regards to credit or compensation.... I wrote a sturn, but polite email to TCL when we were without TV completly for 5 days asking for some type of recognition and/or credit.
I got the this reply:
"We apologise as unfortunately this is still a known issue ( the freezing picture ), our engineers are working around the clock on the fix.
We don't have a date as to when the fix will be released but we can confirm that it will be soon.
If you are after a credit, please speak with our SARS team on 0508 888 800 and we can arrange something for you.
Apologies
Customer Care"

3 short lines - it was a stock-standard reply as it didn't even mention the 5 day outage, just refers to the freezing issue.
Your wasting your time even writing a complaint other than to get the 0508 number lol.
If you expect them to come offering a credit, don't hold your breath - you need to go hunting for it and plead your case.

Morph

190 posts

Master Geek
Inactive user

#411057 30-Nov-2010 10:31

A Patch was released overnight ,

If you are still having issues then give it a power cycle so it can download the update.

chiefie

I iz your trusted friend
5877 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#411076 30-Nov-2010 11:12

Yay! I have been hoping for TelstraClear T-Box Logitech Harmony codes.. Gonna update my remotes tonight then.

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markdr

26 posts

Geek

#411077 30-Nov-2010 11:14

Morph: A Patch was released overnight ,

If you are still having issues then give it a power cycle so it can download the update.

Just updated, went from 2.9.8/100921 -> 2.9.20/20101119. Release notes anyone?

Looks like the Planner now includes date/time of when recording was taken.

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