[TelstraClear] T-Box issues continued

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378 posts

Ultimate Geek
+1 received by user: 30

#641281 15-Jun-2012 12:20

We have been relatively clear of freezing for some weeks, but last night had a blank screen whilst watching one channel and recording only one other channel. A reboot fixed it, but it is most disappointing as we thought this type of problem had been fixed. But this would be a software problem wouldn't it?.

lanceanz

127 posts

Master Geek

#641296 15-Jun-2012 12:40

Fog: We have been relatively clear of freezing for some weeks, but last night had a blank screen whilst watching one channel and recording only one other channel. A reboot fixed it, but it is most disappointing as we thought this type of problem had been fixed. But this would be a software problem wouldn't it?.

Hmm. Wasn't around 8:05pm was it? Maybe TCL sent a "kill" signal through? ;-)

Fog

378 posts

Ultimate Geek
+1 received by user: 30

#641321 15-Jun-2012 13:01

lanceanz:
Fog: We have been relatively clear of freezing for some weeks, but last night had a blank screen whilst watching one channel and recording only one other channel. A reboot fixed it, but it is most disappointing as we thought this type of problem had been fixed. But this would be a software problem wouldn't it?.

Hmm. Wasn't around 8:05pm was it? Maybe TCL sent a "kill" signal through? ;-)

No. It was at 6.40pm. We were watching channel 71 and recording channel 73. I would like to send a "kill" signal through on these occasions!!

lanceanz

127 posts

Master Geek

#641431 15-Jun-2012 15:11

Fog:
lanceanz:
Fog: We have been relatively clear of freezing for some weeks, but last night had a blank screen whilst watching one channel and recording only one other channel. A reboot fixed it, but it is most disappointing as we thought this type of problem had been fixed. But this would be a software problem wouldn't it?.

Hmm. Wasn't around 8:05pm was it? Maybe TCL sent a "kill" signal through? ;-)
No. It was at 6.40pm. We were watching channel 71 and recording channel 73. I would like to send a "kill" signal through on these occasions!!

Ah well, there goes that theory. I was watching 1, and recording 1.

Letter in the post reminding me that I have "access to New Zealand's most advanced home telecommunications network, including digital TV with no rain fade". Hah! In a nutshell, they are passing on a $1.13 increase from Sky. At the very least I expect TCL would be absorbing any increases for T-Box owners/subscribers - until they get it sorted. They however only give ad hoc reversals for specific issues, whereas for an ongoing problem they should be giving ongoing reversals (especially to those of us who paid up-front).

kharris

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#641507 15-Jun-2012 17:04

Anybody remember this article from nearly a year ago!
http://www.stuff.co.nz/dominion-post/culture/television/5334174/Customers-hit-out-at-TelstraClear

Seems not much has changed, and this forum topic is now on it's 86 page.

It's amazing what you can talk down in the media but giving assurances of updates soon. Hahaha! what a joke. Not only do these update take months to come out but we find that sometimes the problems have not been fixed and new ones have been introduced. This along with TCL's appearance on Fair Go for this $75 deal issues must leave a sour taste in their mouths. It certainly has in mine.

lanceanz

127 posts

Master Geek

#641521 15-Jun-2012 17:28

kharris: Anybody remember this article from nearly a year ago!
http://www.stuff.co.nz/dominion-post/culture/television/5334174/Customers-hit-out-at-TelstraClear

Ah. Memories. It seems just like yesterday ... Interesting to see the quote about "incremental updates". It's clear that TCL isn't following such an approach, at least as the term is used in the development world. It would be atypical if the issues are closely related that they have one fix - and that fix requires months of effort to resolve. I'd like to see them fix even one issue at a time, and do a limited deployment if it is a high-risk fix. I'm sure many of us would rather be guinea pigs than have such a long period between updates.

In other respects, I have found TCL to be at least as good as other telcos.

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kharris

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#641530 15-Jun-2012 17:48

lanceanz:
kharris: Anybody remember this article from nearly a year ago!
http://www.stuff.co.nz/dominion-post/culture/television/5334174/Customers-hit-out-at-TelstraClear

Ah. Memories. It seems just like yesterday ... Interesting to see the quote about "incremental updates". It's clear that TCL isn't following such an approach, at least as the term is used in the development world. It would be atypical if the issues are closely related that they have one fix - and that fix requires months of effort to resolve. I'd like to see them fix even one issue at a time, and do a limited deployment if it is a high-risk fix. I'm sure many of us would rather be guinea pigs than have such a long period between updates.

In other respects, I have found TCL to be at least as good as other telcos.

Yeah... I agree Lance.... these are not incremental updates, they are full releases. By means are they the same thing.

I think that the performance issues could warrant a full release but things like the volume issues and the freezes could be released as high turnaround incremental updates.

I too have no issue with other services I am provided although I find it hard to accept that TCL refuses to offer ADSL in there cable areas. This is not a country wide offer as even though you can get the same deal using cable you do not get the first two months free. However that is slightly off topic.

P.S I note in fair go the other night that the call centre response is supposed to get better... lets hope so.

Gonzo12

6 posts

Wannabe Geek

#641664 15-Jun-2012 22:16

Ok we all agree TBox sucks big time...and now I'm free!!!!

After 3 months of losing programmes, lock ups, no TV for a week, letters and phone calls of complaint...after another 2 days of stuffed tele...we had finally had enough.
So ....Put the wife onto the Telstra Clear helpdesk in Manila and then to a real person in NZ. Anyway after a period of screaming down the phone she sorted it.

Result....cancelled TBox contract...no penalties... We get new TCL deal for 1 year - $75 for phone line plus 40GB ...
My sky installed tomorrow $25 install fee, no sport charges for 6 months...and best of all a system that works!!

For $10 a month more we have rid ourselves of the TBox scourge, doubled our data from 20gb to 40gb- and kept cable (the main reason we went to TCL anyway.

Moral of the story...if the TBox system is crap and doesn't work...keep complaining and insist that they can't hold you to a contract....and put the wife onto them.

Good Luck.

ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#641715 16-Jun-2012 09:17

Gonzo12: Ok we all agree TBox sucks big time...and now I'm free!!!!

After 3 months of losing programmes, lock ups, no TV for a week, letters and phone calls of complaint...after another 2 days of stuffed tele...we had finally had enough.
So ....Put the wife onto the Telstra Clear helpdesk in Manila and then to a real person in NZ. Anyway after a period of screaming down the phone she sorted it.

Result....cancelled TBox contract...no penalties... We get new TCL deal for 1 year - $75 for phone line plus 40GB ...
My sky installed tomorrow $25 install fee, no sport charges for 6 months...and best of all a system that works!!

For $10 a month more we have rid ourselves of the TBox scourge, doubled our data from 20gb to 40gb- and kept cable (the main reason we went to TCL anyway.

Moral of the story...if the TBox system is crap and doesn't work...keep complaining and insist that they can't hold you to a contract....and put the wife onto them.

Good Luck.

Interesting! Were you already with TCL for phone and broadband? We are getting MySky installed on Friday but at this stage keeping the phone and broadband with TCL. Now I am wondering if we can ask to go on the $75 plan even if we are existing customers? Worth a shot anyway! We got a letter in the mail from TCL yesterday and I thought "Maybe it is an apology" but of course it wasn't - it was just about the increased cost for the TV. So glad we have finally made the decision to get rid of our T-Box.

Gonzo12

6 posts

Wannabe Geek

#641741 16-Jun-2012 11:23

Yes we were in tv,phone, data package....luckily unlike some of the poor buggers here we only rented TBox...the $75 deal is not for those in TCL cable areas and in HomePlan areas- neither apply to us..(although we are effectively getting it for 12 months)... However like most people here we had a long history of almost daily issues, replaced tbox units, replaced cablng to house, no volume control, stuffed recordings.....the list goes on...the worst was that in almost all occasions we had to constantly phone and there was no follow up...techs booked and not turning up etc...anyway my advice is to just keep on saying the device doesn't work and put the wife onto them...
Chris

Gonzo12

6 posts

Wannabe Geek

#641742 16-Jun-2012 11:23

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ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#641790 16-Jun-2012 13:51

Gonzo12: Yes we were in tv,phone, data package....luckily unlike some of the poor buggers here we only rented TBox...the $75 deal is not for those in TCL cable areas and in HomePlan areas- neither apply to us..(although we are effectively getting it for 12 months)... However like most people here we had a long history of almost daily issues, replaced tbox units, replaced cablng to house, no volume control, stuffed recordings.....the list goes on...the worst was that in almost all occasions we had to constantly phone and there was no follow up...techs booked and not turning up etc...anyway my advice is to just keep on saying the device doesn't work and put the wife onto them...
Chris

I am the wife - lol! They have already said via Email they will let us out of our T-Box contract early (like you we did not pay upfront) but we are in the Home Plan area so may be stuck with the higher charge. I'll set my husband on to them.

chiefie

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#641795 16-Jun-2012 13:56

It's be a bit weird today.

We're catching up on our past recordings. However the cable TV modem/network been acting a bit weird today.

One moment, the network seems fine (all modem LEDs are lit up)... then sometimes it goes through "Receive" "send" "Online" and repeat. Checking the Tbox's network information, sometimes it's showing 192.168.x.x address then sometimes "No connectivity"...

On lucky chance, we may get a break of all LEDs lit up and we race to get to Planner to view past recordings.

Though, few times, when trying to view the recording, whilst it's starting to play, it is trying to get authorisation to play the recording then boom, the cable TV modem going through network detection and the Tbox will show "Service Unavailable".

No fault to the Tbox itself, it's working great though it may seem like there's network issue for cable TV network only - as our cable internet network is solid.

Anyone else in Christchurch/Riccarton area experience this? I have a technician booked in for Tuesday to check it out.

Right this moment, the cable TV network is holding up and online. But we're not sure when it may going through its tantrum.

lol.

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Gonzo12

6 posts

Wannabe Geek

#641892 16-Jun-2012 18:50

Sorry Christine....it's just she can play the hysterical role better than me...good luck with the hubby....no I meant both exclusions apply to us...we live in a inHome / cabled area in Wellington......just bargain hard.
Chris

ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#642016 17-Jun-2012 10:01

Gonzo12:
Sorry Christine....it's just she can play the hysterical role better than me...good luck with the hubby....no I meant both exclusions apply to us...we live in a inHome / cabled area in Wellington......just bargain hard.
Chris

Ahh I get you. Well hubby is much harder than me so I will get him on to it - I'll just make sure I'm not home when he does it as I am such a wimp when it comes to playing hardball! It froze up again last night while he was watching a recorded show and recording another so he's not a happy chappy plus we got the letter from them about the increased charges - I was naive enough to think it was an apology letter after our recent complaints. 100% sure now we have made the right decision.

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