[TelstraClear] T-Box issues continued

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120 posts

Master Geek
+1 received by user: 1

#673683 17-Aug-2012 13:37

I had a Telecom sales guy come to my house on Saturday and he signed me up to broadband and phone. The prices and packages looked good (120GB + phone for $105), and they were willing to be quite competitive and take $10 off the price to keep their price the same as the Telstra deal.

After deliberating for the last few days, I've just faxed off my notice to cancel the Telecom contract. I tried to call them to cancel, but the person I spoke to ws unable to help, and couldn't transfer me. He gave me an email address, but said they weren't contactable by phone.

Seriously, WTF, this is a Telecom company with staff who can't be talked to by phone!

I like that Telstra Clear can bill me for phone, Internet and TV on the one (very confusing) bill. I don't like the T-box, but will hold on in the vain hope that it will get better, or Vodafone will get it sorted.

I could have paid $10 a month more to ditch the Tbox and get MySky ($61.12 for base package). The phone and Internet may have gone up a couple of dollars by the time the discount for getting all services at once was removed, but the convenience of one bill and not having a dish attached to the side of the house have som far prevailed.

So, I'll no doubt regret the decision until the next update fixes everything.

Cold Tui anyone?

ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#673694 17-Aug-2012 14:09

I totally understand Robert. I think that is why it took me so long to cancel the T-Box. I wasn't worried about 2 bills but I thought it was going to cost me more and I didn't want the dish on the side of the house but in the end our T-Box just got so unreliable we had to get rid of it and it has worked out fine. We pay our Sky bill by direct debit. We got it installed on a very cheap deal with Sky Sport free for 6 months. Telstra agreed to let us go on to the $75 plan for phone and 40GB so we are not paying more. And as for the dish - only the neighbours have to see that so it doesn't actually bother me that much lol! Best of all the MySky actually works!

RobertT

120 posts

Master Geek
+1 received by user: 1

#674403 19-Aug-2012 22:13

I knew I'd come to regret keeping the Tbox and not switching to the dark side (Telecom/Sky). This morning, while enjoying a nice sleep-in, I am woken by kids upset that the TV isn't working. Nothing wrong with the TV, the T-box has crashed, whilst recording the Rugby. Fortunately the game was all recorded, and I got the Tbox working the first time. Unfortunately a slow start to a Sunday was kicked off at 7:25am.

kharris

1209 posts

Uber Geek
+1 received by user: 327

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Trusted

#674863 20-Aug-2012 23:23

Well I am pleased to report that I have been away for over a week and the T-box was fine. No recording failures, no crashes. I haven't had to reboot anything for a couple of months I think. Also for those talking about Sony TV's with HDMI... sounds like BS to me! Mine is fine. Although my fireware is up to date, not hard with an ethernet connection to the TV ;)

I get the occational picture glitch but it doesn't last long. That is the only problem I currently have. Oh and the volume issue, but volume push through fixes that.

BigBadaboom

151 posts

Master Geek
+1 received by user: 9

#674871 20-Aug-2012 23:57

I was away the whole of June on holiday. I left my T-Box to tape things and expected to come home to a crashed box, but it was fine. A few days after I started using it again it crashed.

So it seems as long as you don't try to interact with your T-Box, it is as solid as a rock. :-/

i4n

43 posts

Geek
+1 received by user: 1

#674990 21-Aug-2012 09:56

Well, TC is no better at handling complaints.

Told that they would waive the Early Termination fee, well they charged it anyway, $398.99
Even though the notes on the account said they would waive it.

Lodged a formal complaint, on 3 Aug and guess what even though it is over the 10 working days, I am yet to receive a call telling me when my complaint will be handled.

This is in breach of section 26.2 of the Telecommunication CARRIERS COMPLAINT CODE

26.2. A Scheme Member must advise Customers when they make a Complaint, or make every reasonable effort to do so within 10 Working Days of receipt, of the estimated level of complexity of the investigation and a timeframe for the possible agreement of the Complaint. If the advised timeframe is to be exceeded, the Scheme Member must advise the Customer of the revised timeframe before or at the time the timeframe expires. Subject to Clause 26.3, the timeframe for providing the final response in relation to a Complaint must be not more than 20 Working Days from the date of receipt by the Scheme Member of the Complaint.

Ironic as at the core of the complaint is that they never call me

Was switched back to the Digital box, and haven't had to call faults once or reboot, or even touch it, other than to change the menu option to give me back the clock.

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Allan2805

18 posts

Geek

#674994 21-Aug-2012 10:06

I haven't posted the last three or four faults, kind of got resigned to it, but one on Sunday really annoyed me. Two programmes set to record at 6.00pm. When I got home, one had failed. Hallo, this is basic T box functionality failing and very annoying.

Petrarch

14 posts

Geek

#675000 21-Aug-2012 10:13

You're lucky if only one recording failed. If I try to record two programmes at the same time, it usually crashes. TC told me ages ago that this was a 'known fault'.
Mind you, now that I've disconnected the HDMI cable and am using AV cable instead, the box is much more robust. Only one minor lapse in the last two weeks, compared to 2 or 3 crashes per week previously.

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

#675840 23-Aug-2012 10:29

hi all, i have an update from our broadcast team:

The software development team is working hard to perfect the latest update. It’s not yet at the stage where we can release it to customers. We’re close to the beginning of final testing and hope to have it released next month. This is a fluent timeline to ensure it passes our rigorous testing processes.
I'll update you with any further news.

Cheers, Gary

RobertT

120 posts

Master Geek
+1 received by user: 1

#675909 23-Aug-2012 13:06

TelstraClear: hi all, i have an update from our broadcast team:

The software development team is working hard to perfect the latest update. It’s not yet at the stage where we can release it to customers. We’re close to the beginning of final testing and hope to have it released next month. This is a fluent timeline to ensure it passes our rigorous testing processes.
I'll update you with any further news.

Cheers, Gary

Thanks Gary

Any update is better than none. As far as I'm concerned, I don't see how it could be worse for the stability of my system than the last update.

ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#675912 23-Aug-2012 13:11

i4n: Well, TC is no better at handling complaints.

Told that they would waive the Early Termination fee, well they charged it anyway, $398.99
Even though the notes on the account said they would waive it.

Lodged a formal complaint, on 3 Aug and guess what even though it is over the 10 working days, I am yet to receive a call telling me when my complaint will be handled.

This is in breach of section 26.2 of the Telecommunication CARRIERS COMPLAINT CODE

26.2. A Scheme Member must advise Customers when they make a Complaint, or make every reasonable effort to do so within 10 Working Days of receipt, of the estimated level of complexity of the investigation and a timeframe for the possible agreement of the Complaint. If the advised timeframe is to be exceeded, the Scheme Member must advise the Customer of the revised timeframe before or at the time the timeframe expires. Subject to Clause 26.3, the timeframe for providing the final response in relation to a Complaint must be not more than 20 Working Days from the date of receipt by the Scheme Member of the Complaint.

Ironic as at the core of the complaint is that they never call me

Was switched back to the Digital box, and haven't had to call faults once or reboot, or even touch it, other than to change the menu option to give me back the clock.

Did you lodge the complaint via their website? Telstra also charged us a early termination fee when we cancelled our T-Box. I rang them expecting it to be fixed right away but was told someone would have to look in to it. After a couple of days of hearing nothing I lodged a strongly worded complaint via their website and it was all sorted out in less than 24 hours.

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soleil24

124 posts

Master Geek
+1 received by user: 1

#680241 1-Sep-2012 22:36

TelstraClear: hi all, i have an update from our broadcast team:

The software development team is working hard to perfect the latest update. It’s not yet at the stage where we can release it to customers. We’re close to the beginning of final testing and hope to have it released next month. This is a fluent timeline to ensure it passes our rigorous testing processes.
I'll update you with any further news.

Cheers, Gary

yay! Look forward to that perfect update. Any hint of whether the update will actually address any of the failings of the T-Box? You know, like not being able to deliver live tv, not being able to record or play back, just those little niggles. Or will the update itslef just be nice & perfect...as an update?

No details, no timeframe - except the "fluent" one...whatever that is supposed to mean? Meaningless. Although also good to hear TCL has suddenly adopted "rigourous testing procedures". Might have been good to have done that before releasing the product in the first place? Just a thought.

lanceanz

127 posts

Master Geek

#680317 2-Sep-2012 10:49

I put up with my T-Box for just under 2 years till I finally said "enough is enough". I've had a MySky+ for 2 1/2 weeks and it's even better than I hoped for. Responds to the remote quickly; don't have to point the remote very deliberately at the box; everything is faster; everything integrated into the one box (i.e. no external power supply and modem); I regularly browse the listings on my iPad and add recording-reminders from it; when I have a conflict (more than 2 recordings at the one time) it gracefully cancels one; it's not crashed or lost any recordings; the recordings are way better than what I was getting on my T-Box in the most recent month or two.

What's not better? I think the T-Box makes better use of HD screens for displaying the EPG and recording information. I think the T-Box picture was a wee bit better (and I'm talking generally as I've not experienced rain-fade yet). Also I'm paying a bit more. I now have a satellite dish, but it's barely visible from the street and the cabling was nicely done.

The straw that broke the camel's back was that the quality of recordings deteriorated so much. I'd have stuck with my T-Box a bit longer if not for that. But I'm very happy I did give up. Especially as I found it frozen on the morning that the Sky tech came. My TV viewing is now stress-free. Hope the T-Box fix delivers a decent improvement for everyone.

ChristineNZL

242 posts

Master Geek
+1 received by user: 6

#680336 2-Sep-2012 11:05

lanceanz: I put up with my T-Box for just under 2 years till I finally said "enough is enough". I've had a MySky+ for 2 1/2 weeks and it's even better than I hoped for. Responds to the remote quickly; don't have to point the remote very deliberately at the box; everything is faster; everything integrated into the one box (i.e. no external power supply and modem); I regularly browse the listings on my iPad and add recording-reminders from it; when I have a conflict (more than 2 recordings at the one time) it gracefully cancels one; it's not crashed or lost any recordings; the recordings are way better than what I was getting on my T-Box in the most recent month or two.

What's not better? I think the T-Box makes better use of HD screens for displaying the EPG and recording information. I think the T-Box picture was a wee bit better (and I'm talking generally as I've not experienced rain-fade yet). Also I'm paying a bit more. I now have a satellite dish, but it's barely visible from the street and the cabling was nicely done.

The straw that broke the camel's back was that the quality of recordings deteriorated so much. I'd have stuck with my T-Box a bit longer if not for that. But I'm very happy I did give up. Especially as I found it frozen on the morning that the Sky tech came. My TV viewing is now stress-free. Hope the T-Box fix delivers a decent improvement for everyone.

We've had our MySky for a couple of months now and I couldn't agree more. Have not regretted cancelling our T-Box one little bit. I only wish we had made the move sooner. I'm not sure rain fade is much of an issue these days. We have had some appalling weather and never experienced it.

soleil24

124 posts

Master Geek
+1 received by user: 1

#680362 2-Sep-2012 13:20

ChristineNZL:
lanceanz: I put up with my T-Box for just under 2 years till I finally said "enough is enough". I've had a MySky+ for 2 1/2 weeks and it's even better than I hoped for. Responds to the remote quickly; don't have to point the remote very deliberately at the box; everything is faster; everything integrated into the one box (i.e. no external power supply and modem); I regularly browse the listings on my iPad and add recording-reminders from it; when I have a conflict (more than 2 recordings at the one time) it gracefully cancels one; it's not crashed or lost any recordings; the recordings are way better than what I was getting on my T-Box in the most recent month or two.

What's not better? I think the T-Box makes better use of HD screens for displaying the EPG and recording information. I think the T-Box picture was a wee bit better (and I'm talking generally as I've not experienced rain-fade yet). Also I'm paying a bit more. I now have a satellite dish, but it's barely visible from the street and the cabling was nicely done.

The straw that broke the camel's back was that the quality of recordings deteriorated so much. I'd have stuck with my T-Box a bit longer if not for that. But I'm very happy I did give up. Especially as I found it frozen on the morning that the Sky tech came. My TV viewing is now stress-free. Hope the T-Box fix delivers a decent improvement for everyone.

We've had our MySky for a couple of months now and I couldn't agree more. Have not regretted cancelling our T-Box one little bit. I only wish we had made the move sooner. I'm not sure rain fade is much of an issue these days. We have had some appalling weather and never experienced it.

If TelstraClear actually read any of this, what you have here guys is two people who are happy with their Sky+ box...because it works. As in, does what it is supposed to do, i.e. provides what the customer is paying for.

Slightly less patient than Lance, I'm not even putting up with the joke that is the T-Box for even a year. Cancellation instruction goes in tomorrow.

Now, who is the GZ resident satellite dish expert installer in Wellington?

IG

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