[TelstraClear] T-Box issues continued

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] T-Box issues continued

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96 posts

Master Geek

#607542 10-Apr-2012 19:12

KiwiNZ:
Despite TelstraClear's insistence that it is software issues only it is my belief that it is both software and hardware issues. The bottom line is, the product is not fit for service ans should be withdrawn from the market and customers duly compensated.

Hi KiwiNZ. A hardware issue would indeed be a major problem, but just wondering what you're basing your belief on? I'm not saying you're wrong (or right), just not sure how you could tell without pretty detailed knowledge of the T-Box design or some inside info...

If I had to bet money, I'd guess that it's running a multi-threaded app, and there's some code that isn't thread safe. Race conditions and other threading problems could cause all sorts of random issues which could explain the differences in behaviour being experienced by users.

Anyway, interesting to theorise but it isn't actually going to help us any. I'd still like to hear TelstraClear explain their justification for continuing to charge full whack for a system that isn't performing to spec. There was no response to my last post on this, and I suspect this one will also be ignored but hope to be proven wrong :).

Cheers,
Pete.

MikeB4

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#607557 10-Apr-2012 19:52

KaroriPete:
KiwiNZ:
Despite TelstraClear's insistence that it is software issues only it is my belief that it is both software and hardware issues. The bottom line is, the product is not fit for service ans should be withdrawn from the market and customers duly compensated.

Hi KiwiNZ. A hardware issue would indeed be a major problem, but just wondering what you're basing your belief on? I'm not saying you're wrong (or right), just not sure how you could tell without pretty detailed knowledge of the T-Box design or some inside info...

If I had to bet money, I'd guess that it's running a multi-threaded app, and there's some code that isn't thread safe. Race conditions and other threading problems could cause all sorts of random issues which could explain the differences in behaviour being experienced by users.

Anyway, interesting to theorise but it isn't actually going to help us any. I'd still like to hear TelstraClear explain their justification for continuing to charge full whack for a system that isn't performing to spec. There was no response to my last post on this, and I suspect this one will also be ignored but hope to be proven wrong :).

Cheers,
Pete.

There some software issues however if the problem was solely software the faults being experienced would be more widespread.
The symptoms and fault characteristics reminds me the bulging capacitor problems of a view years ago.

ChristineNZL

242 posts

Master Geek

#607931 11-Apr-2012 16:18

KiwiNZ:
KaroriPete:
KiwiNZ:
Despite TelstraClear's insistence that it is software issues only it is my belief that it is both software and hardware issues. The bottom line is, the product is not fit for service ans should be withdrawn from the market and customers duly compensated.

Hi KiwiNZ. A hardware issue would indeed be a major problem, but just wondering what you're basing your belief on? I'm not saying you're wrong (or right), just not sure how you could tell without pretty detailed knowledge of the T-Box design or some inside info...

If I had to bet money, I'd guess that it's running a multi-threaded app, and there's some code that isn't thread safe. Race conditions and other threading problems could cause all sorts of random issues which could explain the differences in behaviour being experienced by users.

Anyway, interesting to theorise but it isn't actually going to help us any. I'd still like to hear TelstraClear explain their justification for continuing to charge full whack for a system that isn't performing to spec. There was no response to my last post on this, and I suspect this one will also be ignored but hope to be proven wrong :).

Cheers,
Pete.

There some software issues however if the problem was solely software the faults being experienced would be more widespread.
The symptoms and fault characteristics reminds me the bulging capacitor problems of a view years ago.

I think the problem is more widespread than Telstra are saying. I think we are just the tip of the iceberg. I know several people who have had problems with their TBox but don't post on forums and don't ring and complain each time it happens - they switch to MySky!

Iceni

109 posts

Master Geek

#608117 12-Apr-2012 08:14

Woken up at 11pm last night by a very grumpy wife to say that the television was broke again.

Blank screen, red recording light on. Tried pressing buttons but in the end needed to reboot the T-Box. Had a look at the planner and found a part recorded programme. By this stage I was wide awake and when I finally got back into bed lay there for hours trying to go back to sleep fuming about TelstraClear and the T-Box.

If anyone is interested go back to old threads here about the T-Box release, goes on for years with TC claiming the release was coming shortly then postponing the release because they didn’t want to release it until all the problems were sorted. Then eighteen months ago the T-Box was finally released with great fanfare, and for eighteen months the T-Box has been nothing but problems for me.

Gary, as the TC spokesperson could you arrange for me to be reimbursed the $499 I paid upfront in October 2010 for the T-Box, if you haven’t the authority to do this would you please pass on my telephone number (04 902-3331) to the person that can reimburse me the money, thank you.

Iceni

109 posts

Master Geek

#608118 12-Apr-2012 08:16

Fog: It appears that some have had more than one replacement of the T/Box. I understood that the problems are not with the T/Box but with the software?. It would be interesting to know what the record is for the number of T/Box replacements?.

Four, and still counting.

kiwimordor

21 posts

Geek

#608137 12-Apr-2012 10:11

Fog / Iceni am at 6 T-Box units and have refused a further two replacements.

For interest - I am in Christchurch (so not just a lower north island problem), am using direct HDMI input to a Sony Bravia W. Have an issue with the system auto- adjustung the screen contrast / brightness on night scenes that is only evident on the HDMI input from the T-Box. Any other input from an HDMI device is fine. - No it is not the auto-adjust feature of the Sony (Ambient light). Have disabled this on the unit. Mind you - a few rounds with the wall with around 10K earthquakes is always a good place to start.

Like others, I am getting a system pause in feed of anything between 2 and 10 seconds. Pause is on both audio and video. Frustrating, and can not be stuffed to waste my time (over 30 mins) to call halp desk to be told "please disconnect the set from the wall and reboot the unit and modem" - DUH!! we have been doing this so long that we could tell them the next steps in looking at system strength, mac address, system reset from their end, signal test from TCL etc etc etc.

Maybe TCL should create a online website where you can register as a current user and record on a daily basis the instances of faults / lockups etc. This would give them a good place to start to see how big the problem really is.

We would have to be brave enought to tell the truth (no false recording) - could we be trusted to do this??

Fog

372 posts

Ultimate Geek

#608162 12-Apr-2012 11:37

kiwimordor: Fog / Iceni am at 6 T-Box units and have refused a further two replacements.

Four and Six replacements!!. Ye Gods. TCL should do the right thing and reimburse you for all the hassle.
I still can't understand why the replacements, if as stated many times that the problems are not hardware but software. Who is telling porkys?.

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Iceni

109 posts

Master Geek

#608168 12-Apr-2012 11:44

Fog:
kiwimordor: Fog / Iceni am at 6 T-Box units and have refused a further two replacements.

Four and Six replacements!!. Ye Gods. TCL should do the right thing and reimburse you for all the hassle.
I still can't understand why the replacements, if as stated many times that the problems are not hardware but software. Who is telling porkys?.

Don't know about porkies but TelstraClear and the servicemen certainly aren't on the same page

TelstraClear

566 posts

Ultimate Geek

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TelstraClear

#608318 12-Apr-2012 15:42

Hi everyone.

We are taking note of what is being reported here and have asked Digisoft and their driver suppliers to work on software updates that will resolve the identified software-related behaviours as soon as possible. You will have already been contacted directly where we needed more information to confirm what was causing the behaviour you have reported, or suspected another cause for the behaviour.

As we have stated before, there are no hardware issues with the T-Box. Of course, as with any device, individual units may develop hard drive or other failures that can cause problems. Issues with your cable connection can also result in apparent T-Box behaviours that are not normal. Other problems that customers have reported as being with the T-Box have actually been found to be with customers’ faulty powerboards, faulty HDMI cables between AV Receivers and TVs, and TV HDMI or firmware issues or even faults with TVs themselves.

If you think that there is a specific fault with your T-Box or TV service you need to report it either through the online customer help service or by calling 0800 888 800. If using the online form, under ‘Topic’ choose ‘Residential/TV/TV Fault' (or the appropriate topic). We cannot investigate a fault without a proper fault report from you.

If you have another issue or wish to discuss your account with someone, then I can try and help. Please PM me with your account number, contact information and detailed information on the problem and I’ll ask one of the team to look into it for you. Please note that if it relates to a fault, but your customer record shows you have not logged a fault, we are unlikely to be able to assist you.

Please also note that we don’t discuss individual cases in public as we respect our customers’ privacy. In addition, everyone’s situation, experience and needs are different – as reading the posts here since the 22 March update shows, and as the ‘fault’ causes I’ve noted above prove.

As stated, we are aware that there are still some unusual behaviours being reported and that some of these are software related. We are investigating the cause and are pushing for updates to be delivered as soon as possible.

Gary

Iceni

109 posts

Master Geek

#608701 13-Apr-2012 11:31

Well, it doesn’t look like I’ll get the $499 reimbursed then

Some years ago there was a well-known retailer that had an extremely successful business based purely on the slogan “It’s the putting right that counts”. I don’t know if Mr.L.V.Martin is still alive, but if he is, maybe TelstraClear should contact him and get his views on getting the T-Box fixed.

lanceanz

127 posts

Master Geek

#608874 13-Apr-2012 17:25

Alan Martin is dead. His son Neil replaced him as the TV face of the company for quite a few years. More on topic (perhaps) is that the company was sold in 2004 - perhaps they put too many things right? Still an excellent company to deal with though.

I also recall stories from my younger days about how Alan Martin used to get called at home at all hours. Don't think any company heads take those calls any longer. And I'm not expecting TCL to do so ...

I'm pretty happy with the behaviour of my T-Box since the update. I'd still say what I've said all along - I wish I'd stuck with my digital decoder and hard-disk recorder. Hopefully the T-Box will end up as capable as my Sony recorder (with manual recording, never freezing, and a Pause function that doesn't hide the reason you've paused). I'm not sure the EPG is getting better. Still have to manually add Dragons' Den each week, for example. Wish there was a way to easily give feedback about EPG problems.

Iceni

109 posts

Master Geek

#608885 13-Apr-2012 17:56

lanceanz: Alan Martin is dead. His son Neil replaced him as the TV face of the company for quite a few years. More on topic (perhaps) is that the company was sold in 2004 - perhaps they put too many things right? Still an excellent company to deal with though.

I also recall stories from my younger days about how Alan Martin used to get called at home at all hours. Don't think any company heads take those calls any longer. And I'm not expecting TCL to do so ...

I'm pretty happy with the behaviour of my T-Box since the update. I'd still say what I've said all along - I wish I'd stuck with my digital decoder and hard-disk recorder. Hopefully the T-Box will end up as capable as my Sony recorder (with manual recording, never freezing, and a Pause function that doesn't hide the reason you've paused). I'm not sure the EPG is getting better. Still have to manually add Dragons' Den each week, for example. Wish there was a way to easily give feedback about EPG problems.

Lance, I was just being a little sarcastic – a little tongue in cheek

lanceanz

127 posts

Master Geek

#609009 13-Apr-2012 20:56

Iceni: Lance, I was just being a little sarcastic – a little tongue in cheek

Umm. That was obvious.

soleil24

124 posts

Master Geek

#610849 17-Apr-2012 22:03

Followed Gary's helpful link and posted this on the "Ask a question" area of the TCL site:

According to GZ we can report faults with the T-Box here instead of wasting time queuing on your 0800 number.So it's failed after nearly a whole week without needing a re-boot. End of recording one programme I suspect given the clock time (2135 - that's my clock btw, one that works as opposed to one on a T-Box) whilst watching another. "Live tv feed stops (black screen, no sound), remote and panel controls unresponsive, panel lights blue "on" and red "recording"Looking forward to the next software upgrade that might address some of these "behaviours". Like a device designed to display and record tv actually being capable of doing so with some degree of reliability...Oh and the nearest choice I have from the fault description topic box above is "tv fault". No it isn't a tv fault, tv is fine thanks. It's your T-box that is the problem.
Good thing there's OnDemand tv via Internet for the stuff the T-Box misses while being locked up or re-booted.

But I do understand this "cutting edge" technology must be such a tricky thing to get right. Live tv, recording of more than one other programme (gasp), on-screen EPG, live pause - sooo exciting and new. Well, I remember it was kind of novel with my Pace Sky+ box from about 10 years ago. How did that go? Oh yeah. Plug in, switch on, use...but to be fair only for five years solid. Had to switch it off and unplug it when we moved house :-D

Lias

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#610979 18-Apr-2012 08:58

Yeah I gotta say I _really_ miss my MySky HD.. T-box is terrible in comaprison and if TCL hadn't forced a 2 year contract on us for it I'd ditch cable TV and go back to Sky in a heartbeat.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

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