[TelstraClear] T-Box issues continued

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#612002 19-Apr-2012 16:07

TelstraClear: Hi all,

As noted earlier, we take note of what is being reported here and are aware of the micro-pausing/stuttering behaviours. As also noted, we have asked Digisoft and their driver suppliers to work on software updates that will resolve the identified software-related behaviours as soon as possible.

If you are experiencing something that hasn't already been reported in this thread, then please report it as a fault so that our broadcast technicians can investigate.

Thanks, Gary

Hi Gary,

Is the customer services team given a list of the currently known faults with the resolution path.... even if that resolution path is only that it will be fixed in the next update. I get the impression from reading here and from my own experience of contacting customer services, that a lot of the faults that are reported here are either news to them or they are accepted as occasional faults being experienced by only a few customers. I think that most people on here if not everyone with a t-box is experiencing the picture and sound shudder for example. The common response from them seem also to be - reboot. As we know this issue in particular is not fixed by a reboot. I would be much more at ease if they just said.... yes, sorry that is a known issue and it is being worked on in the next update. I would probably be inclined to ring more often too if they gave out current information and useful help.

Cheers
Kirk.

TelstraClear

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TelstraClear

#612003 19-Apr-2012 16:10

Hi all - yes, the reported behaviour is known and it is a high priority for a fix. Digisoft have been and are working on the resolution. Both TelstraCear and Digisoft are determined to resolve it as soon as possible.

As mentioned, if you have any account issues or queries, feel free to email me with the details and I'll ask someone from the appropriate team to get in touch with you and talk about what needs to be done.

Hope that helps, Gary

LifeSteala

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#612017 19-Apr-2012 16:21

What would be useful is to have an online bug tracker like Bugzilla - http://www.bugzilla.org/ - for example. Issues regarding T-box is logged there and it becomes a personal relationship between the provider (TCL) and their customers. Digisoft would be involved in the system to acknowledge the issues as well. As customers, we would be able to see all the issues, what's being dealt with, a timeline on update releases and more.

I would tend to think with a setup like this, would allow for better management over the T-Box.

Note, this is just my opinion.. and if I were to offer a product like this, I would try to engage our audience in this way.

prevaljo

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#612112 19-Apr-2012 20:16

I feel seriously aggrieved by the current state of the T-Box, and by the shabby amateur way Telstra are handling the issues. Of the last four recordings we have tried to watch in the last week, three were un-viewable due to freezing and breaking up, they were Terra Nova, Masterchef, and the second hour of Game of Thrones - note the first hour of Game of Thrones was perfect. The box is now next to useless aka Windows ME or Vista.

Gary the lone Telstra voice on this forum has explained the current issues as software related. Which raises two questions:

1. How widely was this version piloted before it was rolled out across the network and did any of the current issues show up with the pilot group.

2. If it is software related can I request that the Service Desk rolls back the software on my T-Box to the previous version which for all its flaws actually managed to record clean video.

Frustrated

BigBadaboom

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#612185 19-Apr-2012 22:14

prevaljo: Of the last four recordings we have tried to watch in the last week, three were un-viewable due to freezing and breaking up

This sounds like a different issue than what we have been talking about. I think you should call TCL (or email Gary) and arrange to get your cable signal tested.

teejay68

1 post

Wannabe Geek

#612250 20-Apr-2012 08:42

Hi am brand new member but was so glad when I found this forum - my t-box had the odd hiccup before the most recent update but since then my recordings have been rubbish - freezing, losing sound, picture breaking up badly. I also had the dreaded black screen just watching normal tv the other night and took quite a few hard reboots to get it back. I called telstra and got through quite quickly and they organised a tech to come out within two days - he arrived yesterday unfortunately I was at work - I had left a note of the issues but my teenagers didn't make him watch any recordings *sigh* to show him exactly what is happening so he left without fixing anything. (Grrrrr at teens) He left me a note to write down the date/time/channel/issue, so kind of a wasted trip. I'm hoping these glitches in the system can be sorted asap as it is getting really frustrating watching rubbish recordings & missing crucial parts of them due to the problems. Ok had my rant - please add me to the number of people having problems with their T-Box telstra

Lenovo

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RobertT

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Master Geek
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#612264 20-Apr-2012 08:55

LifeSteala: What would be useful is to have an online bug tracker like Bugzilla - http://www.bugzilla.org/ - for example. Issues regarding T-box is logged there and it becomes a personal relationship between the provider (TCL) and their customers. Digisoft would be involved in the system to acknowledge the issues as well. As customers, we would be able to see all the issues, what's being dealt with, a timeline on update releases and more.

I would tend to think with a setup like this, would allow for better management over the T-Box.

Note, this is just my opinion.. and if I were to offer a product like this, I would try to engage our audience in this way.

Sounds like a great idea.
Even a page within the TCL website dedicated to the Tbox with details of existing bugs and issues, and when they are likely to be resolved would be better than what they currently have - nothing. A link on this page to register issues along the lines of the exisiting online help page https://telstraclear.custhelp.com/app/residential/ask/p/383be would be handy.

TelstraClear

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TelstraClear

#612374 20-Apr-2012 13:31

prevaljo: I feel seriously aggrieved by the current state of the T-Box, and by the shabby amateur way Telstra are handling the issues. Of the last four recordings we have tried to watch in the last week, three were un-viewable due to freezing and breaking up, they were Terra Nova, Masterchef, and the second hour of Game of Thrones - note the first hour of Game of Thrones was perfect.

Hi Prevaljo, can you please email me your account number and contact details and I'll one of the team to look into this for you. There is a known issue with micro-pausing and that's being worked on now, but what you have reported could be a fault.

Thanks, Gary

stevesumner

46 posts

Geek

#613986 23-Apr-2012 21:51

I had lots of pausing yesterday. I was watching the news which was being recorded, paused the news a few times and continued to watch, then after stopping watching, with no recordings happening, live TV would pause for 5-15 seconds. It did this about 6 times.

Fog

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#614228 24-Apr-2012 11:09

stevesumner: I had lots of pausing yesterday. I was watching the news which was being recorded, paused the news a few times and continued to watch, then after stopping watching, with no recordings happening, live TV would pause for 5-15 seconds. It did this about 6 times.

Also had the same problem yesterday. This pausing has been evident on/off for several days now. I think TCL are aware of it and put it down to another software glitch.

Shadbolt

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#614238 24-Apr-2012 11:23

Urrr - after my T-Box doing the "freeze at the end of a recording event" thing about three times a week, forever - especially since the most recent software update - it has stayed perfect for two weeks now.

The T-Box has had the same level of usage as normal, but hasn't faltered once.

Very odd. Let's see if this message will provoke it. ;-)

I'm now starting to trust it more.

Dell

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RobertT

120 posts

Master Geek
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#614325 24-Apr-2012 14:05

Shadbolt: Urrr - after my T-Box doing the "freeze at the end of a recording event" thing about three times a week, forever - especially since the most recent software update - it has stayed perfect for two weeks now.

The T-Box has had the same level of usage as normal, but hasn't faltered once.

Very odd. Let's see if this message will provoke it. ;-)

I'm now starting to trust it more.

You're lucky Shadbolt. Mine has been worse since the update with an average of one fail per week. It was around 1 a fortnight before. It's very annoying as I eithe miss some shows, or have to watch them 'ondemand' which seems to use some of my broadband allowance for the month.

mwh

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Geek
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#614491 24-Apr-2012 18:33

I had my first crash in a long while on Wednesday night (at the end of recordings, it seemed), but I just had a new (to me) problem: during playback, the audio suddenly changed pitch and stayed that way. All the voices were impossibly deep, but everything else was carrying on normally. Stopping and resuming play from the last-watched point cleared it up.

pamgar

15 posts

Geek

#614788 25-Apr-2012 10:23

A very strange thing happened. I recorded all 10 episodes of Series of 1 of Game of Thrones shown continuously on the Sat/Sun about a week before the new series started. I watched all until I got to Ep 8. I noticed then that Ep 10, the final was showing 'part recorded'. I checked it and found only 4 mins of recording. I left it and continued with 8 and 9 and then looked at the Ep 10 again which had previously shown only 4 mins and this time the whole program was there. Weird!!

RobertT

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Master Geek
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#615289 26-Apr-2012 09:29

pamgar: A very strange thing happened. I recorded all 10 episodes of Series of 1 of Game of Thrones shown continuously on the Sat/Sun about a week before the new series started. I watched all until I got to Ep 8. I noticed then that Ep 10, the final was showing 'part recorded'. I checked it and found only 4 mins of recording. I left it and continued with 8 and 9 and then looked at the Ep 10 again which had previously shown only 4 mins and this time the whole program was there. Weird!!

Possibly Ep 10 was still recording when you watched it the first time? Though if that were the case, it would have shown R'Recording' rather than 'Part Recorded'. Odd.

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