[TelstraClear] T-Box issues continued

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378 posts

Ultimate Geek
+1 received by user: 30

#574192 27-Jan-2012 17:51

Allan2805: I shall be demanding a refund from Telstraclear, go back to a digital decoder and use my DVD recorder as before.

I can sympathize with you Allan. I have similar thoughts, but somewhere in this thread, I believe, I have read that you do not get a NEW digital decoder, so you may want to consider that. I personally miss not being able to use my DVD recorder which really makes the T/box a backward step as far as I am concerned. Good luck with your new unit.

Allan2805

18 posts

Geek

#574518 28-Jan-2012 23:49

Thanks Patrick. Actually, I have similar thoughts to you regarding my DVD recorder. Will see how the new T box goes, any significant problems, that will be an end to it.

maddygp

41 posts

Geek

#574875 30-Jan-2012 11:20

Well, the T-box is going to get evicted, after I don't know how many strikes/warnings.
It failed part-way through recording of the Australian Open finals match last night/this morning. It just got to a point and didn't record any more after that. Very annoyed.

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

#574882 30-Jan-2012 11:43

maddygp: Well, the T-box is going to get evicted, after I don't know how many strikes/warnings.
It failed part-way through recording of the Australian Open finals match last night/this morning. It just got to a point and didn't record any more after that. Very annoyed.

Hi Maddy,

Long recordings (up to 12 hours) will be implemented in the next update, which is in the final stages of production now. There is more on what the update will deliver here: http://www.geekzone.co.nz/forums.asp?forumid=44&topicid=80730&page_no=51#572674

I hope this is useful.

Gary

prevaljo

177 posts

Master Geek
+1 received by user: 36

#574905 30-Jan-2012 12:38

In our house we have come up with a theory that the last update while fixing the controller response issues has in fact reduced the stability. We now have regular freezes whilst changing channels, viewing menus etc. This did not happen under the old software. In fact we have now had to instigate a new house rule - "don't touch the controller if you're recording anything".

Allan2805

18 posts

Geek

#574969 30-Jan-2012 15:37

That's interesting. Another thing about replacing the T Box is the loss of recorded data on the unit being replaced. This data is on a hard drive and if you replace or upgrade the hard drive on your home PC, it is a straightforward matter for an IT tech to copy the data from the old to the new. Why not then with T box? More time in the home I suppose. I raised this with TC after our first unit was replaced and they said it was being looked into. That was quite a few months ago. Nothing happened as yet! In fact, the tech on the latest call out endeavoured to dissuade me from replacement as I would loose the data. However, I felt a new unit as distinct from the second hand one they provided last time was worth a go, but doen't mean I am happy about losing data.

HP

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jonesn

2 posts

Wannabe Geek

#575530 31-Jan-2012 19:58

This is a recorded timeline of the issues I have had with my TBox since November 2011. It has been by far the worst experience I have ever had with a product supplied by a NZ company. Two points before I start:

The Downers technicians who have come on site have always been polite and respected our property.
I have omitted the names of the Telstra staff I have communicated with as I don't blame the person on the end of the phone for these issues.

The first few dates are fuzzy before I started keeping an accurate log.

Early November 2 -3 days after initial install: TBox picture degrades and Freezes. Cable Internet Speeds around a 100k down. Technician visits site. Internet Speeds improve.
Late November: TBox picture continues to degrade and freeze. On advice from a friend who has had issues with Telstra in the past I ring the help desk and ask to make a formal complaint and have a case manager assigned. I am told I will be called within 48 hours. I am never contacted.

After I am not contacted I start keeping a more accurate log of my interactions with Telstra.

2011-12-05 -> 2012-12-09: TBox picture continually degrades and needs multiple hard resets. My wife rings Telstra and organizes for another technician to visit the site on 2011-12-17.
2011-12-15: Completely lose service. Ring Telstra and they have an automated message saying they are aware of faults in the area.
2011-12-16: Technician changes line splitter and re-provisions the box.
2011-12-17 -> 2012-01-12: TBox issues continue, picture will degrade and freeze on multiple occasions leading to lots of hard resets. At least once a night when we are watching TV. We are on holiday for some of this period.

Up until this point we had a problem we could fix (Via a hard reset). From here we lost everything so I am going to list each day explicitly.

2012-01-13: Picture will Freeze after 2 seconds of live feed. Hard reset will not fix the issue. Effectively we have no service.
2012-01-14: Picture will Freeze after 2 seconds of live feed. Hard reset will not fix the issue. Effectively we have no service.
2012-01-15: Picture will Freeze after 2 seconds of live feed. Hard reset will not fix the issue. Effectively we have no service.
2012-01-16: Picture will Freeze after 2 seconds of live feed. Hard reset will not fix the issue. Effectively we have no service.
2012-01-17: Picture will Freeze after 2 seconds of live feed. Hard reset will not fix the issue. Effectively we have no service.
2012-01-18: Picture will Freeze after 2 seconds of live feed. Hard reset will not fix the issue. Effectively we have no service. We are going to a wedding out of town so I leave the modem and TBox unplugged for 4 days.
2012-01-24: Complaint letter sent to Telstra via their website detailing my issues to date. We still have no service.
2012-01-25: My wife rings Telstra help desk, they are aware of our complaint and say we will be contacted within 48 hours.
2012-01-26: Contacted by Telstra Case Manager, we discuss cancellation of the service if the issue isn't resolved by month end. Organize to have a technician visit the site on Saturday morning.
2012-01-28: Get a call from Downers to say no technician is available in the morning one will visit in the afternoon.
2012-01-28 1530: I have stayed at home all Saturday (I hadn't planned to). I call Telstra to advise no technician has arrived. I ask for my case manager to please contact me Monday, I am told this won't happen due to Auckland Anniversary but I will be contacted on Tuesday 2012-01-31.
2012-01-28 1600: Downers Field Manager arrives on site, very helpful and works through until 1900 trying to get the service working (2 modem changes and 1 TBox switch). Unfortunately he is unsuccessful and believes the service points on my account have been set up incorrectly.
2012-01-29: Still no service.
2012-01-30: Telstra contact my wife and organize for another technician to visit on Tuesday 2011-01-31.
2012-01-31: I meet Telstra technician who replaces one fitting on the outside of the house. TBox service starts working again.
2012-01-31 1800: My wife records home and away while I watch the highlights of Nadal v Djokvic. Once that is finished she trys to watch the recorded program. TBox freezes and needs to be hard reset, this was a new box.
2012-01-31 1900: I headbutt the wall and come to write this forum post.

Both my wife and I are quite disgusted with the level of service we have been provided by Telstra. Compared to the hassle free 2 years we had with Sky the last three months have laughably bad (We switched because the TBox was cheaper in our area).

If I don't get a satisfactory resolution from my case manager before the end of the week I'll be raising a complaint with the Telecommunications Dispute Tribunal.

I hope some of you are having a better experience.
Regards,
Nick Jones.

r2b2

586 posts

Ultimate Geek
+1 received by user: 109

#575533 31-Jan-2012 20:22

Does indeed sound like you've had a bad time. However I'm not sure how far you'll get with the telecommunication dispute route as I'm assuming TV services would be outside their jurisdiction?

Out of interest did the technician check all your wiring? We had a bit of dodginess with the Tbox which the guy snipping off excess coax core seemed to help...

RobertT

120 posts

Master Geek
+1 received by user: 1

#575627 1-Feb-2012 07:57

I had some similar issues (though nowhere as bad) where picture would degrade, OR I'd lose Internet connectivity. Downers guys replaced different bits of cable outside the house over a period of a month before finally replacing the right piece - a surveyors peg had been driven into the ground and had nicked the cable such that faults were intermittent. It may be the cabling to your house (matbe the underground cabling in particular) is dodgy which is stuffing up signal, and the t-box can't handle it.
Good luck

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

#575637 1-Feb-2012 08:20

jonesn: This is a recorded timeline of the issues I have had with my TBox since November 2011...
Nick Jones.

Hi Nick, Apologies for the problems you've had. Can you please Email (use the Email button in the ribbon above this post) with your customer number or your billing address, as well as a contact number, and I'll ask one of the broadcast team to look into this for you.

Again, our apologies.

Gary

jonesn

2 posts

Wannabe Geek

#575675 1-Feb-2012 09:05

Hi,

Thanks for the replies. No the coax hasn't been tested since the 2nd technician visit.

Our cable Internet has been ok (If a bit slow) but I guess that protocol will be better at handling dropped packets if there is a wiring issue.

Nick.

Samsung

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r2b2

586 posts

Ultimate Geek
+1 received by user: 109

#575680 1-Feb-2012 09:16

jonesn: Hi,

Thanks for the replies. No the coax hasn't been tested since the 2nd technician visit.

Our cable Internet has been ok (If a bit slow) but I guess that protocol will be better at handling dropped packets if there is a wiring issue.

Nick.

Yeah I think the TBox has a glitch in the code if it gets video data it doesn't like or something. I had recorded a program over the christmas break and whenever I tried to watch it it would lock the whole TBox up at a certain point - everytime - even when trying to fast foward past it. Was nowhere near the end of the program and the "end time" was correct so I'm guessing there was a glitch in the recorded data or something...

RobertT

120 posts

Master Geek
+1 received by user: 1

#575722 1-Feb-2012 10:07

jonesn: Hi,

Thanks for the replies. No the coax hasn't been tested since the 2nd technician visit.

Our cable Internet has been ok (If a bit slow) but I guess that protocol will be better at handling dropped packets if there is a wiring issue.

Nick.

That's exactly what I would have thought, however I had more problems with IP traffic (including the T-box downloading (updating) the EPG) than with the cable TV signal. Not sure why - Gary will know, however it would be worth trying a total replacement of cable directly to the STB above ground as a possible test. If that doesn't work, there are bigger issues. Good luck

mrpoponz

1 post

Wannabe Geek

#576090 1-Feb-2012 21:43

We got a tbox yesterday. I didn't know about this forum :( until it kept crashing and i did a google around. Telstra are going to give us an old decoder since we are now locked in for two years. I'm not that fussed if i can't record since i don't have time to catch up with recordings.

Hifarion

40 posts

Geek

#576413 2-Feb-2012 18:49

mrpoponz: We got a tbox yesterday. I didn't know about this forum :( until it kept crashing and i did a google around. Telstra are going to give us an old decoder since we are now locked in for two years. I'm not that fussed if i can't record since i don't have time to catch up with recordings.

Your never locked in to a contract if one of the parties can't honor their end of the bargin.

However, what you might think is enough to end your relationship with them might not be what TCL thinks is enough.

Having done retial for countless years selling major appliances, we worked on the 3 strikes rule.

If an appliance faulted once, it was repaired, if it faulted again then it was repaired again, but if it faulted a 3rd time then we replaced it or we gave a refund.
Some clients demanded refunds/repalcements after the first failure, which didn't happen, but shows that ppl's levels and what they are willing to tolerate vary before they decide to take action.

I would think if your on your 3rd T-Box (3 strikes) then you proabably well within your right to ask for a refund/cancellation of the contract.

We on #2 and so far, no major prob's...... Touch wood, cross fingers, kiss a rabits foot, amen etc

cheers

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