[TelstraClear] T-Box issues continued

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127 posts

Master Geek

#583290 18-Feb-2012 20:49

Didn't think it was possible, but my T-Box has been even more annoying in the last few weeks than it has been in several months. I'm routinely turning on to a blank screen. The planner works, but no live TV. Usually a single recycling of power on the T-Box brings TV back, but sometimes it takes two.

My cable was checked on Wednesday and a couple of splitters replaced. It froze Thursday night or Friday morning and I got nothing recorded. And I'm still getting the blank screen. We'll see what the tech does next, but it would appear that a healthy signal does not by any means guarantee a healthy T-Box.

prevaljo

177 posts

Master Geek
+1 received by user: 36

#583324 18-Feb-2012 22:54

I've followed this thread, and occasionally contributed. Given the wide range of issues that the T-Box suffers from I wonder how many of the issues are genuinely box/software issues and how many are network related. I accept that the box should be designed to handle transmission errors/signal dropouts and wider network issues, but I would think the quality of the TelstraClear network is not identical to every household, variations in distance from the cabinet, cable drops, water ingress, weather damage must all affect the physical network parameters. That's why the idea of collecting box details and areas is a good one. In most Service Desk scenarios the call statistics would be analysed to determine a root cause (root cause analysis) however with the TelstraClear Service desk I'm not sure people actually call them for T-Box issues anymore. I don't, I just reboot and wait. So potentially no significant call statistics for the team to analyse.

Or maybe I'm being too kind and it is the box/software.

Fog

378 posts

Ultimate Geek
+1 received by user: 30

#583382 19-Feb-2012 11:48

prevaljo: I've followed this thread, and occasionally contributed.

Or maybe I'm being too kind and it is the box/software.

Yes. I think you are. The T/Box has been poorly designed and is not doing the job. A lot of us have ongoing problems but don't always relate them on this thread. I still get a black screen and a frozen screen on occasions but don't bother to state them on here. I have never heard of a piece of equipment where you have to continually reboot it to get it to function correctly.

OldFart

36 posts

Geek

#583423 19-Feb-2012 14:07

bmani: ... Now I have until end of today to pay or my bill will go to debt collection. I am happy to pay for my broadband as I have had no issues with it, EVER. (i have jinxed it now) but the thought of paying outstanding bill for TBox makes me angry!!!!

I am not a lawyer but I fail to see how Telstra can force you to pay for a service they do not/cannot deliver with any level of reliability. In addition, I fail to see why you cancelling the contract would be grounds for them to have a claim - why should you continue to pay while they tinker? If they had a fix, surely they would apply it. Fact is they have a lemon and that explains the sour look on their customers' faces.

Check with any lawyer friends but I have a feeling that if you dispute the bill then they cannot turn it over to a debt collection agency.

Moreover, offer to settle the matter through the Disputes Tribunal (http://www.justice.govt.nz/tribunals/disputes-tribunal/about-the-tribunal). My guess is that Telstra will waive the bill rather than go to a public forum where it will be made clear that they are not providing goods that are fit for the purpose intended. No doubt there are any number of people on this forum who would be happy to be witnesses for you.

If you decide to go that way, best of luck

Allan2805

18 posts

Geek

#583494 19-Feb-2012 17:30

Turned on out TV today, by default, AV channell is always set to Telstra, and blank / black screen. Pressed planner, up it came, pressed back, black screen again. Same with guide. No live TV picture. Reboot in process now Every time this 3 week olfd machine faults, I am going to post it by way of keeping a log for when the time comes to ask Telstra for my money back. I regret ever having paid the full price for this unreliable system. Unitl I joined this forum, I though I was just unlucky and they couldn't all be like this.....

kharris

1209 posts

Uber Geek
+1 received by user: 327

ID Verified

Trusted

#583497 19-Feb-2012 17:35

Iceni: Follow up on my saga with the T-Box; The serviceman finally arrived late yesterday afternoon and stated that there was nothing that he could do about my problems with the T-Box. When I asked him to change the unit for a new T-Box he informed that there wasn’t any NEW T-Boxes in New Zealand.

He then informed me that a major update would happen in the next two to three day which would fix ALL faults that I’m now experiencing.

He then went on to say that if the update didn’t fix my problems, then I would need to change over to Sky. I asked him whether he was speaking for himself and he replied that this was the message they (Total Telecommuications) had received from TelstraClear.

So where does this leave people like myself that paid the full $499 price if the new update doesn't fix ALL the problems?

Gary,

Is there any truth to what Iceni is being told here by Total Telecommuications? Is there a major update due to take place in the next two to three days

Regards
Kirk

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Hifarion

40 posts

Geek

#583546 19-Feb-2012 20:01

I am not a lawyer but I fail to see how Telstra can force you to pay for a service they do not/cannot deliver with any level of reliability. In addition, I fail to see why you cancelling the contract would be grounds for them to have a claim - why should you continue to pay while they tinker?

This is why its important to log an issue with the help dek each and evertime the unit fails. You need a history to back up your case to walk away from the monthly contract, or claim your $499 back as a refund.

There is no use in putting up with the fails, then taking up a case with "I'm telling you, it failed 25 times, trust me!"

You need to make a log with the help desk, so once your've had a genuine mega fail, then you can get the ball rolling and walk away with a refund or a cancellation of subscription.

This is the problem with "putting up with the hassle" - as far as any retialer is concerned, the failed never happened unless you logged it.

Hope this helps

kiwimordor

21 posts

Geek

#583694 20-Feb-2012 08:26

HI Guys, interesting following the chats. Fair to say that many of us are experiencing frustrating times.

I wait with baited breath for the MAJOR update. Although not holding my breath as this could lead to one final "system failure" - mine! I note the collection of model / location / buil;d etc - great effort.

Can I further suggest that we start collecting information for bringing a class case against TCL, either direct to senior management, or to Fair Go. I have spoken to a couple of people and they seem keen to go very public if things are not sorted soon. Yes, I agree that we have the option to "walk". But also agree with the comments that people have made on the consumer having something "fit for purpose", and reliable under the fair trading act and consumers guarantee act.

Gary
Can you please advise of the current status of issues. I would respectfully suggest, as much as TCL do not like putting things on paper, that TCL put full thought to a update letter to all current subscribers to T-Box. No marketing speak, techno babble or sales spin - just the truth. You will be supprised how this can be recieved by the poor minions out here in surfdome. All we want is some honest answers to the issues.

Remember guys, it is in the interest of TCL to sort this, as a large scale of bad publicity can shoot their product down. Marketing 101 - for every bad experience they tell 10 people, who tell 10 people, who tell 10 people, who tell 10 people...........

RobertT

120 posts

Master Geek
+1 received by user: 1

#583698 20-Feb-2012 08:53

kiwimordor:
HI Guys, interesting following the chats. Fair to say that many of us are experiencing frustrating times.

I wait with baited breath for the MAJOR update. Although not holding my breath as this could lead to one final "system failure" - mine! I note the collection of model / location / buil;d etc - great effort.

Can I further suggest that we start collecting information for bringing a class case against TCL, either direct to senior management, or to Fair Go. I have spoken to a couple of people and they seem keen to go very public if things are not sorted soon. Yes, I agree that we have the option to "walk". But also agree with the comments that people have made on the consumer having something "fit for purpose", and reliable under the fair trading act and consumers guarantee act.

Gary
Can you please advise of the current status of issues. I would respectfully suggest, as much as TCL do not like putting things on paper, that TCL put full thought to a update letter to all current subscribers to T-Box. No marketing speak, techno babble or sales spin - just the truth. You will be supprised how this can be recieved by the poor minions out here in surfdome. All we want is some honest answers to the issues.

Remember guys, it is in the interest of TCL to sort this, as a large scale of bad publicity can shoot their product down. Marketing 101 - for every bad experience they tell 10 people, who tell 10 people, who tell 10 people, who tell 10 people...........

Ditto
Perhaps also an short online survey that people can take with several questions like:
Do you have any issues with your T-box (yes/no)
How often do any of the following symptoms occur: blank screen, failed recording, unresponsive/dead system, no EPG (daily, weekly, fortnightly, monthly)
Have you called TCL help desk (yes/no)
If not, why not (time to wait too long, couldn't be bothered, etc... )
Do you believe the T-box is 'fit for purpose'? (yes/no)
If not, why not (system crashes frequently, too many faults etc

We've all talked to other people who have issues, however many have never called TCL. Feel free to post your system details, even if you have no problems and I'll add them to the spreadsheet.

wekanz

67 posts

Master Geek
+1 received by user: 1

#583714 20-Feb-2012 09:35

RobertT
For your data collection:
Model HT500A
S/N 50000079711037MS
IP Version 2.9.24
OS Version 08092011-49
Kapiti area

Problems since 10/2/12:
Deleted several recordings, set up several more in guide, News to record at 6pm, when just before 6, the picture froze. No buttons responsive. Reset successfully.
15/12/12: TCL having major problems, notified on website, with "not subscribed" and "service unavailable" padlocks coming onscreen. Did reboots as suggested by Gary from TCL on this forum, only came right after about 6 reboots. Rang Helpdesk as suggested by Gary, only to get recorded msg. indicating they were having problems and were working to solve them. Took about 2 hours from when I first turned on TV to get it right.
18/2/12: Couple of frozen screens fixed by trying lots of buttons (Guide, Planner, etc), and finally unfreezing by using power off button on remote.
19/2/12: Switched on TV when I noticed red recording light on on T-box, when nothing was scheduled to record. TV reported "no signal", and STB totally unresponsive to remote. Rebooted STB. No change. Reset modem and STB. "Not subscribed", eventually, then updating..........please wait...."Not subscribed", flashed TV1 banner 3 times, then not subscribed, then TV1 came on. Found "Part recorded" program in planner, due to start at 12:45 am "recording failed due to box being powered off during recording", about 2 secs of recording was there. There was no power cut at that time (no other appliances flashing wrong time in the house) and no one was awake at the time the program was supposed to record. ????

I treat this box with kid gloves....long ago gave up on using series recording setting, try to do all deletions long before anything else has to start recording, don't put the STB into standby, ever, and can't wait for the update to come, in the hopes that in the future, twice-weekly reboots and always wondering what will go wrong next with the box will come to an end!!

Fog

378 posts

Ultimate Geek
+1 received by user: 30

#584031 20-Feb-2012 17:01

I have just had the usual black screen and the usual reboot. Although I have a fuil list of the dates when I have had
this, and other type of failures, I have not reported any to the Telestra Help Desk. I cannot see the point of hanging on the phone for up to an hour (unless things have improved) just to be told to switch the T/Box Off/On to reboot, when I already know what is the solution is. Telestra know what the problems are as they frequently peruse this Forum.

Lenovo

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TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

#584036 20-Feb-2012 17:08

Hi everyone,

Thanks for the updates and feedback. There were some network faults recently that caused a loss of some or all TV services to some customers, as you may have noticed from our website Service Status pages. These were the ‘Service Unavailable’ and ‘Padlock’ issues that were reported. These were unrelated to the T-Box and were caused by a network equipment fault. Please accept our apologies. While this fault has been resolved, we have asked our vendors to determine if anything needs to be done to minimise the chance of any reoccurrence.

Digisoft is working on the next software update. This update is designed to fix the major behaviours that have been reported. We have tested a build of this update and most problems do appear to have been resolved. However, we found some bugs that caused unacceptable issues. Because of this, the build did not pass our internal QA process. Digisoft is working to remove these bugs and we will test the replacement build as a priority as soon as we receive it.

As mentioned previously, we’re unable to give a timeframe for this, and the possibility remains that the replacement build may also fail QA. Releasing the update to customers is the highest priority for our broadcast team. We’ll update you when we have more information.

Some people have mentioned the occasional freezing at the end of watching recordings and live TV. This is fixed in the next update. In the meantime, the workaround is to press the Planner button. If you still get no signal, press Back and then change the channel up or down one channel. After a few seconds live TV should come back and you can go back to the channel you were on.

On some specific points noted:

The T-Box power button doesn’t turn it off. It switches the T-Box between On and Standby. This is covered in the manual which came with your T-Box and is online here: http://www.telstraclear.co.nz/residential/inhome/tv/pdf/telstraclear-homemedia-tbox-user-guide.pdf
There is no difference between new or re-conditioned T-boxes. All are tested before they are installed. The issues with the T-Box are software-based.
Much of what some people have been told by installers is inaccurate. I will post updates here whenever there is something new.

Finally, while we appreciate the assistance, there is no benefit in recording T-Box serial numbers and other identifying hardware information. We know what the issues are and what software is causing them. Digisoft is working to correct these in the next and subsequent software updates. We do read your messages and take note of the issues. You may be interested to know that for many months now everything mentioned has been logged already, however if you find any behaviour that you think is new please continue to let us know.

Thanks, Gary

Iceni

109 posts

Master Geek
+1 received by user: 4

#584079 20-Feb-2012 18:18

So much for the information that's passed between TelstraClear to the Service people at Total Telecommunications. Seems the left hand doesn’t know what the right hand is doing.

langers1972

1039 posts

Uber Geek
+1 received by user: 118

#584330 21-Feb-2012 09:05

langers1972: Even after reading this thread I signed to get a TBox as I was moving house and didn't want to pay Telecom and Sky for the privilege of moving my existing stuff.

Am getting the install on Monday so I will let you know how I (as a new customer) get on.

Wish me luck

Well one day in and all going well so far, engineer turned up on time and did a great job and everything is working as it should.

2 things immediately spring to mind, it is slower than MySky when navigating around the planner/guide but not to the point of it being too bad.

The biggest thing is what's with all the spaghetti/hardware behind the TV, 3 modems (ok so one is for the wireless router but still) and multiple cables, splitters. Doesn't look good but luckily it's all hidden out of the way but what a mess.

The TBox had that plastic anti scratch cover on it when it came but that doesn't necessarily mean it was new I guess.

All in all, good for now although I appreciate it's early days!!

Hifarion

40 posts

Geek

#585059 22-Feb-2012 11:22

TelstraClear: Hi everyone,

Thanks for the updates and feedback. There were some network faults recently that caused a loss of some or all TV services to some customers, as you may have noticed from our website Service Status pages. These were the ‘Service Unavailable’ and ‘Padlock’ issues that were reported. These were unrelated to the T-Box and were caused by a network equipment fault. Please accept our apologies. While this fault has been resolved, we have asked our vendors to determine if anything needs to be done to minimise the chance of any reoccurrence.

Hey Gary, as a suggestion - could you make use of the Mail System the T-Box has for more significant, blanket system failures.

I visit the web site for updates and its far too general - green, yellow and red, and you really never know if the system update is specific for your issue or even when it was last updated.

A note to the T-Box mail, along the lines of "TCL is currently experiences issue with their network, if this has interupted your service then our apologies"
We might not get the message until the service is up and running, or will delete it if its not relevant but at least we know you care enough to acknowldge the down time.

Cheers

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