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Re15
Level 1: Cadet

Terrible Telstra service

I have 2 important videos on a Tbox and an error message "timeshifting and DVR not enabled", which means I can't access the videos (or replay or record anything new). I UNDERSTAND that tbox is no longer supported by tech support!! I UNDERSTAND that I can't have it replaced or serviced!! I just want to speak to a human being who might help with an access code or a code to reset the tbox.  Factory reset has not worked, nor has disconnecting and reconnecting.  We had this issue 2 years ago and there was a reset sequence which provided a solution.  I have been handballed from department to department - tech support "we no longer provide support, we'll put you through to Foxtel ....... Foxtel "we can't help, I don't know why you were put through to us" ........ and the ultimate insult - the virtual assistant on the online chat!!! Surely there is a technician at Telstra who has past experience with tbox who can spare 5 minutes to HELP A CUSTOMER!!!  My inclination is to close all things Telstra and go to OPTUS or  Vodafone - their service could not possibly be any worse than Telstra's.  

If anyone has any suggestions or if Telstra actually wish to provide some service it would be much appreciated.  

 

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4 REPLIES 4
Support Team
Support Team

Re: Terrible Telstra service

Sorry for the frustration, Re15. Since you're contemplating disconnecting, please call us on 13 22 00, and say, 'Disconnect' at the voice prompt. 
You'll go through to our specialised disconnections team, who will do anything they can to resolve the issue and keep you as a customer. 
If not, they'll smooth the transition to a new provider. 
(They're open from 8am - 9.30pm AEST Monday-Saturday and 8am - 8:00pm AEST Sunday)
Please let us know how you get on. 
- Matthew.

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Level 25: The Singularity
Level 25: The Singularity

Re: Terrible Telstra service

Given the age of the TBox, the most likely problem with it is hard drive failure (which would be consistent with the error message that you're getting).

 

If a factory reset hasn't worked (which would normally result in existing recordings becoming unavailable), the only suggestion I could make is to take it to a computer technician. They may be able to remove the hard drive, transfer the contents across and then put the new drive into the TBox. That assumes that the drive is salvageable and that the TBox's drive controller is still functioning. 

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Re15
Level 1: Cadet

Re: Terrible Telstra service

Thanks so much for your reply - much appreciated.

Highlighted
Re15
Level 1: Cadet

Re: Terrible Telstra service

Thanks MattyC - will do this.

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