[TelstraClear] T-Box issues continued

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120 posts

Master Geek
+1 received by user: 1

# 581225 14-Feb-2012 09:42

ChristineNZL:
D1023319: T-Box has worked very well for me in a household with teenagers that thrash it so I dont understand why others here have had such a bad run.

I suspect this is because like my PC - I power off on a regular basis and dont let the HDD get too full. Others here say you shouldn't have to do that but I think thats a principle rather than practical response.

My wishlist for T-Box would be network access to my server to stream content and a means to save recorded programs to other devices such as my smartphone.

I think it is luck rather than the regular powering off that you do as other people on here do that and it has made no difference and then you have people like me who also power off due to it crashing regularly and I never have it too full. I don't think people who have it crash are doing anything "wrong" just as I don't think people who have no problems are doing anything "right" - it's just luck!

I never turn my t-box off, and never put it into standby. I used to get one crash every couple of weeks, now it's about one a month. I've had a clean up, but was down to about 9% free space. My T-box says it is model HT500a and the serial number is 50000028911006MS (which on the face of it is an extremely long and seemingly pointless number given that Telstra Clear are unlikely to sell more than 4 million of these things in NZ, not the 5 quadrillion + given in the serial number - perhaps they are being optimistic). I'm in Kapiti if the network has anything to do with it.

If anyone is interested in adding thier system details, I'm happy to start putting together a spreadsheet to see if there are any correlations between location, serial numbers, symptoms etc.

rwnz

27 posts

Geek

# 581247 14-Feb-2012 11:17

No crash is acceptable. I'm in big trouble if our media system drops an episode and I'm then am forced to search for it on the web, because Murphy's law deems that it is not available at On-Demand (it will also be on TV-One or TV2 so TCL will make more money as I use extra data and end up paying top-up fees)!

I'd put up with the hassle for a while if the price was a lot less than the opposition and there was no contract, but it isn't. I appreciate TCL's intent to provide an alternative to Sky but it has to be as good or the cost must be a lot less while the product is so inferior.

I agree that CGA should provide an out, but I expect there will be a lot of work and frustration chasing TCL over it.

Garfield69

126 posts

Master Geek
+1 received by user: 4

# 581630 15-Feb-2012 07:36

Got hit with the Not Subscribed error this morning, 6.30am. After a couple of reboots in a row it was still not resolved. I called the faults line, a recorded message stated that technicians were working on it, and to power off the TBOX and modem for 5 minutes after service was restored...problem is, how do we find out when service has been restored? Reboot every half hour i suppose.

RobertT

120 posts

Master Geek
+1 received by user: 1

# 581648 15-Feb-2012 08:33

RobertT:
ChristineNZL:
D1023319: T-Box has worked very well for me in a household with teenagers that thrash it so I dont understand why others here have had such a bad run.

I suspect this is because like my PC - I power off on a regular basis and dont let the HDD get too full. Others here say you shouldn't have to do that but I think thats a principle rather than practical response.

My wishlist for T-Box would be network access to my server to stream content and a means to save recorded programs to other devices such as my smartphone.

I think it is luck rather than the regular powering off that you do as other people on here do that and it has made no difference and then you have people like me who also power off due to it crashing regularly and I never have it too full. I don't think people who have it crash are doing anything "wrong" just as I don't think people who have no problems are doing anything "right" - it's just luck!

I never turn my t-box off, and never put it into standby. I used to get one crash every couple of weeks, now it's about one a month. I've had a clean up, but was down to about 9% free space. My T-box says it is model HT500a and the serial number is 50000028911006MS (which on the face of it is an extremely long and seemingly pointless number given that Telstra Clear are unlikely to sell more than 4 million of these things in NZ, not the 5 quadrillion + given in the serial number - perhaps they are being optimistic). I'm in Kapiti if the network has anything to do with it.

If anyone is interested in adding thier system details, I'm happy to start putting together a spreadsheet to see if there are any correlations between location, serial numbers, symptoms etc.

Well, it seems my box decided to have it's monthly little momnet. Was watching a recording which went to a black screen, and the system froze while it was finalising another recording. It seems odd that I often watch recordings while another program is being recorded and there normally isn't an issue, but last night, for some reason, the system crashed. i guess I jinxed it by publicly saying my system seems OK...

ChristineNZL

209 posts

Master Geek
+1 received by user: 2

# 581650 15-Feb-2012 08:37

RobertT:
ChristineNZL:
D1023319: T-Box has worked very well for me in a household with teenagers that thrash it so I dont understand why others here have had such a bad run.

I suspect this is because like my PC - I power off on a regular basis and dont let the HDD get too full. Others here say you shouldn't have to do that but I think thats a principle rather than practical response.

My wishlist for T-Box would be network access to my server to stream content and a means to save recorded programs to other devices such as my smartphone.

I think it is luck rather than the regular powering off that you do as other people on here do that and it has made no difference and then you have people like me who also power off due to it crashing regularly and I never have it too full. I don't think people who have it crash are doing anything "wrong" just as I don't think people who have no problems are doing anything "right" - it's just luck!

I never turn my t-box off, and never put it into standby. I used to get one crash every couple of weeks, now it's about one a month. I've had a clean up, but was down to about 9% free space. My T-box says it is model HT500a and the serial number is 50000028911006MS (which on the face of it is an extremely long and seemingly pointless number given that Telstra Clear are unlikely to sell more than 4 million of these things in NZ, not the 5 quadrillion + given in the serial number - perhaps they are being optimistic). I'm in Kapiti if the network has anything to do with it.

If anyone is interested in adding thier system details, I'm happy to start putting together a spreadsheet to see if there are any correlations between location, serial numbers, symptoms etc.

Where do you find all the details? On the actual box? Thanks.

RobertT

120 posts

Master Geek
+1 received by user: 1

# 581652 15-Feb-2012 08:41

ChristineNZL:
RobertT:
ChristineNZL:
D1023319: T-Box has worked very well for me in a household with teenagers that thrash it so I dont understand why others here have had such a bad run.

I suspect this is because like my PC - I power off on a regular basis and dont let the HDD get too full. Others here say you shouldn't have to do that but I think thats a principle rather than practical response.

My wishlist for T-Box would be network access to my server to stream content and a means to save recorded programs to other devices such as my smartphone.

I think it is luck rather than the regular powering off that you do as other people on here do that and it has made no difference and then you have people like me who also power off due to it crashing regularly and I never have it too full. I don't think people who have it crash are doing anything "wrong" just as I don't think people who have no problems are doing anything "right" - it's just luck!

I never turn my t-box off, and never put it into standby. I used to get one crash every couple of weeks, now it's about one a month. I've had a clean up, but was down to about 9% free space. My T-box says it is model HT500a and the serial number is 50000028911006MS (which on the face of it is an extremely long and seemingly pointless number given that Telstra Clear are unlikely to sell more than 4 million of these things in NZ, not the 5 quadrillion + given in the serial number - perhaps they are being optimistic). I'm in Kapiti if the network has anything to do with it.

If anyone is interested in adding thier system details, I'm happy to start putting together a spreadsheet to see if there are any correlations between location, serial numbers, symptoms etc.

Where do you find all the details? On the actual box? Thanks.

Details were on the back of the box...

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

# 581666 15-Feb-2012 09:25

Garfield69: Got hit with the Not Subscribed error this morning, 6.30am. After a couple of reboots in a row it was still not resolved. I called the faults line, a recorded message stated that technicians were working on it, and to power off the TBOX and modem for 5 minutes after service was restored...problem is, how do we find out when service has been restored? Reboot every half hour i suppose.

Hi Garfield69. There is information on this fault on our website service status page: "This issue has now been resolved. Customers will need to unplug both their T-Box and the Modem (Black Motorola Box) from power for about 5 minutes in order to restore their TV service. Please make sure you turn the Modem on first and allow the top 4 lights to go solid before turning the T-Box itself back on."

Apologies to everyone for the inconvenience. We've asked our vendors to look into the cause of this fault as a priority.

Gary

dm2000

264 posts

Ultimate Geek
+1 received by user: 5

# 581688 15-Feb-2012 10:10

Is anyone else having an issue with their T-box where it only displays a blank screen, but doesn't respond to any commands on the remote or the "power" button.

Our box was replaced about 2 weeks ago and has had constant freezing as well. Not a good start

Garfield69

126 posts

Master Geek
+1 received by user: 4

# 581694 15-Feb-2012 10:33

TelstraClear:
Garfield69: Got hit with the Not Subscribed error this morning, 6.30am. After a couple of reboots in a row it was still not resolved. I called the faults line, a recorded message stated that technicians were working on it, and to power off the TBOX and modem for 5 minutes after service was restored...problem is, how do we find out when service has been restored? Reboot every half hour i suppose.

Hi Garfield69. There is information on this fault on our website service status page: "This issue has now been resolved. Customers will need to unplug both their T-Box and the Modem (Black Motorola Box) from power for about 5 minutes in order to restore their TV service. Please make sure you turn the Modem on first and allow the top 4 lights to go solid before turning the T-Box itself back on."

Apologies to everyone for the inconvenience. We've asked our vendors to look into the cause of this fault as a priority.

Gary

It's getting worse. After following the reboot instructions, I now have a Service Unavailable message. Can't even watch any existing recordings, get the black screen of death. Turned everything off, and will wait for the Web site Service Status page to indicate service has been restored.

wekanz

63 posts

Master Geek
+1 received by user: 1

# 581700 15-Feb-2012 10:47

Thanks for the suggestion, Gary.
Unfortunately, for me it doesn't work.
I have tried twice, with well over 5 mins wait in each case before plugging in the modem, waiting more than 5 mins and ensuring the 4 green lights are steady, and then plugging in the T-box and television. I get the record light shining briefly, then it eventually goes through the please wait and updating routine, and eventually shows me the banner for TV1, and ultimately, it comes up with the "service unavailable" unlocked padlock, and nothing else.
I am on the Kapiti Coast.
Any further suggestions? (Or information??)
Thanks.

Allan2805

18 posts

Geek

# 581704 15-Feb-2012 10:53

dm2000: Is anyone else having an issue with their T-box where it only displays a blank screen, but doesn't respond to any commands on the remote or the "power" button.

Our box was replaced about 2 weeks ago and has had constant freezing as well. Not a good start

Yes, I had this last night. The box would not respond to the remote at all, despite the STB button being checked. Glowing light from under the button when pressed. The it 'miracuously' corrected itself after a few minutes.

dm2000

264 posts

Ultimate Geek
+1 received by user: 5

# 581706 15-Feb-2012 10:56

^ Our box is still not working. It's been frozen since early this morning.

I have just called TCL & apparently, there are a few people having the same problem.

Who knew paying for a blank screen could be so expensive

wekanz

63 posts

Master Geek
+1 received by user: 1

# 581722 15-Feb-2012 11:21

I see TCL claims the problem was solved in the 10:35 status update on their site. Wellll...........not here in Kapiti, it ain't. Started following the correct procedures just after 11, and I still end up on the "Service Unavailable", unlocked padlock, otherwise black screen :-(

Garfield69

126 posts

Master Geek
+1 received by user: 4

# 581726 15-Feb-2012 11:27

wekanz: I see TCL claims the problem was solved in the 10:35 status update on their site. Wellll...........not here in Kapiti, it ain't. Started following the correct procedures just after 11, and I still end up on the "Service Unavailable", unlocked padlock, otherwise black screen :-(

Not just Kapiti. I was told by the helpdesk to wait for another hour before rebooting again. Helpdesk also suggested that the unsubscribed error may have been resolved, but not the service unavailable problem.

TelstraClear

566 posts

Ultimate Geek
+1 received by user: 2

Trusted

TelstraClear

# 581731 15-Feb-2012 11:30

Hi everyone. Firstly - apologies again. The fault that was resolved this morning re-occurred and has again been resolved. As mentioned, we have asked our vendor to look into this as our top priority. A modem and T-Box power cycle should re-establish connection with the network.

If you have tried a couple of power cycles and still having difficulty connecting, please call our faults team or send me an email here and I will ask one of the team to look into this.

The service status page is http://networkstatus.telstraclear.co.nz/home/cable_services.html

The number to call for faults is 0508 888 800, press 2 and say 'fault' then 'television'.

Hope this is useful. Gary

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