[TelstraClear] T-Box issues continued

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

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319 posts

Ultimate Geek
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#581736 15-Feb-2012 11:46

wekanz: I see TCL claims the problem was solved in the 10:35 status update on their site. Wellll...........not here in Kapiti, it ain't. Started following the correct procedures just after 11, and I still end up on the "Service Unavailable", unlocked padlock, otherwise black screen :-(

Haha. At least you get a padlock.

Ours does nothing. :-(

wekanz

67 posts

Master Geek
+1 received by user: 1

#581744 15-Feb-2012 11:54

Hi, Gary, Just went thru the whole procedure again, completing it at 11:52.....still get the "Service Unavailable" screen!!! (I AM a pendatic soul, and have followed correct procedures to the letter........I don't believe your problem is solved yet!)

TelstraClear

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Ultimate Geek
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TelstraClear

#581745 15-Feb-2012 11:55

dm2000: Ours does nothing. :-(

Hi dm2000. Sorry to hear about this. Please email me (click on the 'email' button in the ribbon above this post) with the customer name, account number and contact details (address and a contact number we can call for more information if needed). I'll ask one of the team to look into this for you.

Thanks, Gary

dm2000

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#581750 15-Feb-2012 12:02

Hi Gary,

I have logged it with the call centre this morning. They're waiting on a response from Lever 2 Support.

TelstraClear

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Ultimate Geek
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TelstraClear

#581835 15-Feb-2012 13:52

dm2000: Hi Gary,

I have logged it with the call centre this morning. They're waiting on a response from Lever 2 Support.

Thanks. Feel free to contact me if you need further assistance.

Cheers, Gary

TelstraClear

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Ultimate Geek
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TelstraClear

#581836 15-Feb-2012 13:54

wekanz: Hi, Gary, Just went thru the whole procedure again, completing it at 11:52.....still get the "Service Unavailable" screen!!! (I AM a pendatic soul, and have followed correct procedures to the letter........I don't believe your problem is solved yet!)

Hi wekanz, please email me you account number and contact name and phone number and I'll ask the team to look into it for you.

Thanks, Gary

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wekanz

67 posts

Master Geek
+1 received by user: 1

#581844 15-Feb-2012 14:02

Thanks, Gary. I checked the TV just before I was going to email you the requested info, and guess what?? It's going fine now.

Had rung TCL helpdesk and they had a recorded msg on saying there was a problem that many customers were experiencing, etc., so I had given up and turned the TV off.
Yay, it's back, and looking good.
Cheers,
wekanz

TelstraClear

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Ultimate Geek
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TelstraClear

#581851 15-Feb-2012 14:13

wekanz: Thanks, Gary. I checked the TV just before I was going to email you the requested info, and guess what?? It's going fine now. Had rung TCL helpdesk and they had a recorded msg on saying there was a problem that many customers were experiencing, etc., so I had given up and turned the TV off.
Yay, it's back, and looking good.
Cheers,
wekanz

Thanks wekanz. As you have found, the fault has been resolved.

A power cycle should bring your T-Box back into communication with the network (please try a second power cycle if the first one doesn't work). Anyone still experiencing problems after a second power, please let us know and the team will look into it.

Gary

kiwimordor

21 posts

Geek

#582161 16-Feb-2012 08:13

Thnaks Gary,
But as you will see, many people have given up on calling the "help" line. To be honest, they do not help.

Last time I called I knew more than the tech on the end - had already gone through recycling power on all units and had given him status messages off the unit - his reply "please turn off the moden and T-Box and then re-power". DUH - you had just been told that this happened three times before I even called you!

If TCL find this forum of assistance to their client, then how about a way through the system to get real assistance from someone who knows....

As with others I have the issue of butons not working on the remote. Seems strange that I can change channel and check guide, but can not turn the unit off! Same as others - STB button illuminated and other buttons active. Changed batteries and still not action. Oh well, six (6) T-Boxes later and we are still having issues. I wait for the eternal day that the system works.

Oh - by the way - the offer of free service was taken up, but I note that TCL are still billing me - nice to see customer relations and good will is working - NOT!

D1023319

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#582164 16-Feb-2012 08:19

RobertT:

If anyone is interested in adding thier system details, I'm happy to start putting together a spreadsheet to see if there are any correlations between location, serial numbers, symptoms etc.

If your still compiling your spreadsheet

Model = HT500a
IPG version = 2.9.24
OS version = 08092011-49
Free space = 56%
Location - hataitai

As stated while we have occassional glitch - they system is robust and satisfactory.

RobertT

120 posts

Master Geek
+1 received by user: 1

#582168 16-Feb-2012 08:40

D1023319:
RobertT:

If anyone is interested in adding thier system details, I'm happy to start putting together a spreadsheet to see if there are any correlations between location, serial numbers, symptoms etc.

If your still compiling your spreadsheet

Model = HT500a
IPG version = 2.9.24
OS version = 08092011-49
Free space = 56%
Location - hataitai

As stated while we have occassional glitch - they system is robust and satisfactory.

Thanks - I'm not getting much info yet, but I'll start a spreadsheet. Serial numbers may be useful too (just in case we find a bunch of serials that are similar with similar issues).

Cheers

Mighty Ape

Shop now at Mighty Ape (affiliate link).

Iceni

109 posts

Master Geek
+1 received by user: 4

#582507 16-Feb-2012 18:56

Some days ago Gary contacted me to say that some of the issues I’ve complained about was due to a faulty modem, and recommended that I get both the T-Box and modem changed. He then arranged for a serviceman to come and change the unit and modem. The serviceman came on Tuesday the 14th (two days ago) and changed both the modem and T-Box. I asked the serviceman if the unit was new, or reconditioned, and was told that both the modem, and T-Box, have been used before. The serviceman ran a line test to see if everything was okay and stated that it was.

This meant that all my recorded programmes were gone, along with all of the programmes that was due to be recorded. Looking on the bright side I thought that at least the HD is empty and I could start afresh which might be a possible reason for all the problems I’ve had since getting the T-Box.

To-day I decided to watch a recorded programme and noticed that I was also recording another programme at the same time. I started to watch the recorded programme and because I use a 5min buffer pressed the high speed button to get to the start of the recorded programme. As soon as I pressed the fast forward button the screen froze, I tried using other buttons to unfreeze the screen without success. This meant I was forced to reboot the T-Box losing the programme that was being recorded. At the time my hard drive was 99% free.

In my opinion the problem is not with individual T-Boxes but with all the design of all the T-Boxes.

There was a time I wished that TelstraClear would get the T-Box issues fixed. Then I got to the stage that I was pissed off because TelstraClear couldn’t, or wouldn’t, fix the problem. I am now resolved to the fact that the T-Box will never be fixed (at least in my lifetime).

If anyone is interested the particulars of my last T-Box was: Model HT500a – Serial # 50000006541006ms – Modem model SB5101u – OS build 08092011-49.

Particulars of the latest T-Box is: Model HT500a – Serial # 50000103931037ms – Modem SB5101u – OS Build 08092011-49.

I live in the Kapiti area.

Iceni

109 posts

Master Geek
+1 received by user: 4

#582542 16-Feb-2012 20:43

Sound has just gone, only way to get it back was to reboot. I was recording Great Expectations at the time which is now only part recorded:-(

Tempted to throw the bloody thing outside. I've rang Total Telecommunications and left a message for them to contact me to see what can be done, another T_Box change I suppose.

Iceni

109 posts

Master Geek
+1 received by user: 4

#582657 17-Feb-2012 08:14

Just tried the tele to see if the T-Box had survived the night only to get a blank screen, another reboot required.

Three reboots required within 12 hours:-(

RobertT

120 posts

Master Geek
+1 received by user: 1

#582687 17-Feb-2012 09:24

Iceni: Some days ago Gary contacted me to say that some of the issues I’ve complained about was due to a faulty modem, and recommended that I get both the T-Box and modem changed. He then arranged for a serviceman to come and change the unit and modem. The serviceman came on Tuesday the 14th (two days ago) and changed both the modem and T-Box. I asked the serviceman if the unit was new, or reconditioned, and was told that both the modem, and T-Box, have been used before. The serviceman ran a line test to see if everything was okay and stated that it was.

This meant that all my recorded programmes were gone, along with all of the programmes that was due to be recorded. Looking on the bright side I thought that at least the HD is empty and I could start afresh which might be a possible reason for all the problems I’ve had since getting the T-Box.

To-day I decided to watch a recorded programme and noticed that I was also recording another programme at the same time. I started to watch the recorded programme and because I use a 5min buffer pressed the high speed button to get to the start of the recorded programme. As soon as I pressed the fast forward button the screen froze, I tried using other buttons to unfreeze the screen without success. This meant I was forced to reboot the T-Box losing the programme that was being recorded. At the time my hard drive was 99% free.

In my opinion the problem is not with individual T-Boxes but with all the design of all the T-Boxes.

There was a time I wished that TelstraClear would get the T-Box issues fixed. Then I got to the stage that I was pissed off because TelstraClear couldn’t, or wouldn’t, fix the problem. I am now resolved to the fact that the T-Box will never be fixed (at least in my lifetime).

If anyone is interested the particulars of my last T-Box was: Model HT500a – Serial # 50000006541006ms – Modem model SB5101u – OS build 08092011-49.

Particulars of the latest T-Box is: Model HT500a – Serial # 50000103931037ms – Modem SB5101u – OS Build 08092011-49.

I live in the Kapiti area.

I'll add your details to the list.

I used to get the blank screen when hitting fast forward to get past the 5 min buffer if I was too quick and the program I was wanting to watch hadn't loaded up with picture on the screen. It was a repeatable problem (I tried it out on my neighbours Tbox and it did exactly the same thing). Since about 3 updates ago I've never had that problem.
It does sound to me like you are having an extremely bad run. I'd be pretty pissed off if the programs I'd recorded were taken away. There ought to be a way of at least copying them onto a USB drive, even if they can only be watched on another Tbox, or moved to a new (not 'refurbished') unit.

To be absolutely honest, I'm starting to wonder if Telstra need to do some serious damage control around these things. Everyone I've spoken to who owns one has had issues, but most can't be bothered waiting 20 minutes to wait to talk to someone who only tells them to reboot the unit. While that usually works, it's not a viable long term solution to have to reboot an appliance/computer (I won't argue about what it is - others have done so) every couple of days due to instability. It's pretty obvious that the code was bloated before the last performance update because the speed of the unit when browsing the EPG, or flicking through menus has improved no-end, so how was this allowed to be released in its original form?

Come on Telstra, this is getting beyond embarrassing. This is the sort of thing Fair Go would love to air, and likely would uncover an almost endless queue of other unhappy clients. Maybe Mauricio Freitas can tell us if there are many other discussions that have run as long, or with as many replies...

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