lmstearn
Level 6: Bloodhound

Hard Reset Fail & Telstra Live Chat Wait

Hi there,

Do the Telstra chat bots output the text of user enquiries to a log for quality control?

Logged an issue today at 10.06 a.m. After waiting all day for a response without any queue status notifications, got the following at 20:32:

 

Sorry, our agents have left for the day. They'll be back between 8am-8pm AEDT. For help, please come back during these hours. We'll now close this conversation for your privacy and security.

 

One supposes that the conversation and associated queue status is lost permanently. If all technical support staff are genuinely occupied on other calls, there should be a notification on the Telstra "Contact Us" page to suggest coming back another time rather than investing our efforts for zero outcome.

 

The issue with the (replacement) TV box emerged while in the 7+ app. The asterisk "*" button was pressed, which brought up a menu on the left, and attempted to navigate through it. All further actions from the remote control had no effect, i.e., no response from any commands at all.

The TV was powered off and on, then booted up to the usual opening menu. Still no luck from the remote, so attempted a hard reset. Still frozen. Attempted more factory resets by disconnecting power, and holding the reset button 30 seconds many times. Still the same "frozen" menu. At least the original TV did reset the first time. Smiley Tongue

We all know there exists a soft interrupt sequence in Windows and other OS's, the Telstra tech folks should consider something like this in their current TV firmware updates, if there are still any.

Thanks.

Crowd Support? What about support for the masses?

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4 REPLIES 4
lmstearn
Level 6: Bloodhound

Re: Hard Reset Fail & Telstra Live Chat Wait

Does anyone here have any idea of the general online chat availability?

Would signing up for one month on Platinum services make a difference?

As an afterthought, add to the wish list the option of a hard reset of the Telstra TV from the account page. Smiley Happy

Crowd Support? What about support for the masses?
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Hard Reset Fail & Telstra Live Chat Wait

The chats are stored against your account and the consultants should have access to previous chat history (whether they look at it is another matter).

 

For the hard reset, did you have the powered connected when you pressed the reset button (the unit needs to be powered on for the button to work)?

 

For a soft interrupt sequence to be made available, Roku would need to rewrite their firmware.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
lmstearn
Level 6: Bloodhound

Re: Hard Reset Fail & Telstra Live Chat Wait

Thanks.

Did not choose to open another chat today, in the vain hope of being contacted in the account by email. It seems they are either too busy, or fed up with Telstra TV. Smiley Tongue

 

The problem was, yes, in doing the hard reset with the power on, the same frozen screen kept returning. Tried it again today with just the power cord (turned on) attached and it reset!

With all of the thrill of getting the device working (the remote pairing froze, but okay after power reset) , the wrong response was accidently made to "Has the music stopped playing?" in remote testing. All of a sudden the mute icon popped up on the screen, and could not be removed, and there was no sound any more. So had to perform another hard reset!

Will have to ask around about the use of the star key and menu navigations while in an app menu- had a similar issue as I recall with said invocation of the system menu on the first box, but cured after a regular power reset.

 

 

Crowd Support? What about support for the masses?
Flooringxtra1
Level 1: Cadet

Re: Hard Reset Fail & Telstra Live Chat Wait

Totally **bleep** Telstra . Just received their bill today but haven’t had wifi for nearly a month. Talked to the chat centre 4 times . Had 4 foreign names. Offshore .  Rang a Helensvale store and got told not much we can do. Bloody bad . 

 

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