[TelstraClear] T-Box issues continued

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

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120 posts

Master Geek

#585114 22-Feb-2012 12:19

TelstraClear: Hi everyone,

.............

Finally, while we appreciate the assistance, there is no benefit in recording T-Box serial numbers and other identifying hardware information. We know what the issues are and what software is causing them. Digisoft is working to correct these in the next and subsequent software updates. We do read your messages and take note of the issues. You may be interested to know that for many months now everything mentioned has been logged already, however if you find any behaviour that you think is new please continue to let us know.

Thanks, Gary

Thanks Gary, good to hear an update is coming, and should be soon.

The reason I have started recording the details of various T-boxes is simple. Some people are not having issues, and others have nothing but issues. The variables are the way the user uses the system, the network, the T-box hardware and the software. If the software is the same across all of these people (which it will be given the number of times some people have to reboot simply to have a system that works), then there are only three variables - user, network and hardware.
If, as you suggest, the software is the issue, nearly everyone will be having the same issues. In that case, I'm sure you will be posting some information on your website in an easy to find place about these issues, and how they are going to be put right. After all, it seems that this forum is the only place that you are collecting any information regarding symptoms from (if only 2% of people are calling support with issues as was mentioned in an earlier post).
If there are issues in a particular area, then we'll see it in our own data. Likewise, if a series of serial numbers demonstrate faults, one can assume a batch of components was faulty.
I am interested to note that "for many months now everything mentioned has been logged already". What is of special interest is that these issues have not been rectified for "many months" despite being known about.

I stand by my earlier comments regarding a questionnaire to T-box users. As you have seen on the forum here, people don't call the support number because it's usually fruitless and time consuming. Getting feedback and useful data may enable you to improve the service you offer customers, and could be a good PR exercise.

I don't want to sound ungrateful as my system usually works, but it's clear that feelings on this forum are pretty high and people are leaving for more reliable alternatives. I'd like to see the T-box succeed.

And finally, I too had a blank screen last night after a reboot to update the EPG that had disappeared. I could browse the EPG and planner, but the system crashed when I tried to watch a recorded program, killing my two current recordings. A reboot fixed it.

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TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#585148 22-Feb-2012 13:23

Hifarion: Hey Gary, as a suggestion - could you make use of the Mail System the T-Box has for more significant, blanket system failures.

Hi Hifarion,

Thanks for the suggestion. Messaging is being looked at for a future update.

Cheers, Gary

Essem

8 posts

Wannabe Geek

#585681 23-Feb-2012 13:20

Any chance you can add two more things to the list?

1. Buffer overlap issue - if you record 2 programs from 8:30 - 9:30 and 2 more from 9:30 - 10:30, if you have any padding size set it will report a conflict at 9:30 (4 recordings).
Our workaround now is to have zero minutes padding setting, so we often miss the last few minutes of a program, unless we can record the program following it (not always possible) this is really annoying as MySky handles this fine

2. Can we have Record Now which records live TV but includes everything in the buffer? not just from when you press record? Again MkSky has this feature.

thanks

langers1972

1039 posts

Uber Geek

#585700 23-Feb-2012 13:40

Essem: Any chance you can add two more things to the list?

1. Buffer overlap issue - if you record 2 programs from 8:30 - 9:30 and 2 more from 9:30 - 10:30, if you have any padding size set it will report a conflict at 9:30 (4 recordings).
Our workaround now is to have zero minutes padding setting, so we often miss the last few minutes of a program, unless we can record the program following it (not always possible) this is really annoying as MySky handles this fine

2. Can we have Record Now which records live TV but includes everything in the buffer? not just from when you press record? Again MkSky has this feature.

thanks

+1 (especially to point 2) I am already missing some of the MySky features you take for granted

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#585705 23-Feb-2012 13:48

Essem: Any chance you can add two more things to the list?

1. Buffer overlap issue - if you record 2 programs from 8:30 - 9:30 and 2 more from 9:30 - 10:30, if you have any padding size set it will report a conflict at 9:30 (4 recordings).
Our workaround now is to have zero minutes padding setting, so we often miss the last few minutes of a program, unless we can record the program following it (not always possible) this is really annoying as MySky handles this fine

2. Can we have Record Now which records live TV but includes everything in the buffer? not just from when you press record? Again MkSky has this feature.

thanks

Hi Essem. Thanks for the feedback. We do have both of these already planned for inclusion in future updates.

Cheers, Gary

langers1972

1039 posts

Uber Geek

#586222 24-Feb-2012 13:13

Gary

Could I ask about another function from MySky that's missing on the T-Box and that's remote recording from the web? Such a useful feature if you're away and realise there's something you want to record.

Following from that, are there any plans for an iPad/Phone/Android app along the lines of the iPad one where you can view program guide and also record (would be great to be able to Series Link too which was missing on MySky app)

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#586361 24-Feb-2012 17:06

langers1972: Gary

Could I ask about another function from MySky that's missing on the T-Box and that's remote recording from the web? Such a useful feature if you're away and realise there's something you want to record.

Following from that, are there any plans for an iPad/Phone/Android app along the lines of the iPad one where you can view program guide and also record (would be great to be able to Series Link too which was missing on MySky app)

Hi langers1972.

Thanks for the feedback. Added functionality along these lines is being investigated as part of our programme of future enhancements.

Cheers, Gary

Allan2805

18 posts

Geek

#586482 24-Feb-2012 22:27

Was just enjoying playback of a recorded program, about 70% through, when the screen abruptly went black and sound disappeared also. Play icon still showing green. No repsonse to any remote input. Record light lit also, one program was being recorded during playback of the other. Please note, Garry, one only being recorded, it should be capable of two, but it still faulted. Rebooted. Existing stored programmes all intact, thak goodness, the recording showed 'part recorded' no doubt due to the reboot.

It is not even as if the program being recorded had terminated, perhaps triggering the failure of video and audio, the failure occured during playback viewing and while recording still in progress.

Friends with MySky say they never have any of these problems. When Clear Communications first came on the scene, I was one of their first customers, welcoming competition. I feel that TelstraClear has let its previously loyal customers down badly with this product.

dorthabell

8 posts

Wannabe Geek

#586588 25-Feb-2012 10:45

We have had enough, we are tired of constantly performing resets and missing recordings. Fortunatly we had not got around to returning Mysky boxes to Sky so we are going back to that. Hopefully we can cancel Telstra Clear TV contract without incurring penalties.

Fog

320 posts

Ultimate Geek

#586664 25-Feb-2012 14:31

I can't imagine why you ever gave up your MySky box which appears to be vastly superior to the T/Box.
Good luck with you intentions to revert to MySky.

ChristineNZL

233 posts

Master Geek

#586792 25-Feb-2012 21:05

Grrr - another freeze up while in the planner. Can someone tell me when the first T-Boxes were installed? I am sure we were one of the first to get it as they rung us up after being on the waiting list. We got a free cell phone with free texts for 2 years and that plus the fact it would cost me more to switch to My Sky have kept us going with the T-Box but I think if the problems are not fixed by the time my 2 years is up with the phone I'll chuck it in. Ridiculous to think it should take this long to get the product right!

Iceni

109 posts

Master Geek

#586848 26-Feb-2012 06:24

More failed recordings yesterday. Had a guts full:-(

prevaljo

164 posts

Master Geek

#586854 26-Feb-2012 08:20

One would have to admit it is becoming tedious, lost another recording (Caprica) due to being in the Planner and having the T-Box lock up, I forgot about the inhouse rule of not touching anything whilst recording. Talk about testing customer loyalty.

wekanz

67 posts

Master Geek

#586916 26-Feb-2012 13:06

ChristineNZL: Grrr - another freeze up while in the planner. Can someone tell me when the first T-Boxes were installed? I am sure we were one of the first to get it as they rung us up after being on the waiting list. We got a free cell phone with free texts for 2 years and that plus the fact it would cost me more to switch to My Sky have kept us going with the T-Box but I think if the problems are not fixed by the time my 2 years is up with the phone I'll chuck it in. Ridiculous to think it should take this long to get the product right!

I can't give you an exact date, Christine, but I do recall getting that same phone call sometime in October 2010, so it was before then that they started installing T-boxes.
Cheers,
wekanz

rwnz

41 posts

Geek

#586953 26-Feb-2012 15:11

Just asked a friend who has had a T-Box for about 12 months what problems he's had and apart from the occasional lockup with reset required during live viewing he's had no recordings fail or lost. That I could live with temporarily (with the expectation of a fix in the near future along with an opt-out option if it is not resolved or is worse than this). Unfortunately I have no idea if this is a rarity or the norm because there are only dissatisfied users on this forum. Perhaps there is a mass of happy T-Box customers out there that we don't know about.

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