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Stan on Telstra TV fault

Answered

Hello , when trying to view a movie on Stan via Telstra TV , I get the message " just a moment we are fetching your stream" this message stays for about 30 seconds loading to 33%. Then " network failure " message is displayed. Close to Stan home page. Presto and the tv channels work ok. Stan support suggested uninstall the app then reinstall after a Telstra TV reset to factory condition. No difference. I have an Apple tv as well , which works Stan fine. 

I also have a screen flickering issue all the time on Telstra TV only. It is connected via wi fi , which in settings says the signal is excellent.

I have had this Telstra TV for less than a month and wonder if perhaps the unit itself is faulty ?

Thank you for any helpful replies.

1 ACCEPTED SOLUTION

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Level 8: Inspector
Accepted Solution

Re: Stan on Telstra TV fault

Fault fixed !!  I read on Whirlpool that a new software version has been released for Telstra Tv which addresses Stan issues. I took my Telstra Tv back out of it's box , downloaded and installed the software update and BINGO ! No flickering or cancelled streaming attempts at 33%. Despite advise ranging from faulty hdmi cables to using ethernet only , which were all tried without success, it was a Telstra Tv software issue as suggested by Stan support.

The updated software version is 7.1.0 build 5033-21.

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19 REPLIES 19
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Level 1: Cadet

Re: Stan on Telstra TV fault

I am having the exact same issue however at the same time all of the other apps on the telstra tv stopped responding except for abc?
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Telstra (Retired)
Telstra (Retired)

Re: Stan on Telstra TV fault

Hi, 

 

Try restarting the Telstra TV, this option can be found in Settings > System > System restart.

 

If you are still experiencing the 'Network Failure' message try connecting the Tesltra TV directly to your modem via an Ethernet cable.  If this fixes it, it could be a WiFi interference which is causing the failure message.  You can start by trying to change the channel the modem transmits the WiFi signal on and see if this helps.  You may have to try a few different channels before finding an optimal one.  More information about overcoming WiFi interference can be found here:

 
Hope this helps
Ben

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Level 8: Inspector

Re: Stan on Telstra TV fault

Thanks for your reply Ben. I reset the Telstra tv to factory settings. Used the new code received via email, activated. Screen still flickering and Stan still will not stream past 33% even via ethernet cable with the Telstra tv 3 metres from the Gateway Max modem. All other apps streaming fine except for the screen flickering. I put the Telstra tv back in its box ! I am using an Apple tv with no issues. 

Level 2: Rookie

Re: Stan on Telstra TV fault

I am having the same faults. Tried the same solution and still not working 

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Telstra (Retired)
Telstra (Retired)

Re: Stan on Telstra TV fault

If the screen is flickering only with the Telstra TV, I would suggest reconnecting the HDMI cable and trying a different HDMI cable to see if this makes any difference.

 

If you are experiencing difficulties with only one App on the Telstra TV, our Tech Support team will refer you to the vendor.  For Stan, this can be done via: https://help.stan.com.au/hc/en-us/requests/new

 

- Shelly

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Level 2: Rookie

Re: Stan on Telstra TV fault

I have the same 33% playback error for Stan on the Telstra TV. I hav e RE booted and RE logged in. It's very hit and miss to get it to work. All other methods of access (Chrome, Android etc) work well - just not the Telstra TV. Is there a workaround or software patch?
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Telstra (Retired)
Telstra (Retired)

Re: Stan on Telstra TV fault

Hey Peterl,

 

Have you been in contact with the vendor of the Stan app as advised by Shelly? As this is the only app that is having the issues on the Telstra TV device, then our Tech team will direct you to them to have this worked on further. They can be reached via: 

 

https://help.stan.com.au/hc/en-us/requests/new

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Level 8: Inspector
Accepted Solution

Re: Stan on Telstra TV fault

Fault fixed !!  I read on Whirlpool that a new software version has been released for Telstra Tv which addresses Stan issues. I took my Telstra Tv back out of it's box , downloaded and installed the software update and BINGO ! No flickering or cancelled streaming attempts at 33%. Despite advise ranging from faulty hdmi cables to using ethernet only , which were all tried without success, it was a Telstra Tv software issue as suggested by Stan support.

The updated software version is 7.1.0 build 5033-21.

View solution in original post

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Level 8: Inspector

Re: Stan on Telstra TV fault

Uh ho spoke too soon , Stan has now gone back to 33% then network error. All other apps are working fine , this is quite frustrating.

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Telstra (Retired)
Telstra (Retired)

Re: Stan on Telstra TV fault

Hi BuzzBuzzen,

 

How frustrating! We do have a 24x7 Telstra TV Support team who can be contacted by calling 132200, saying Faults and then saying Telstra TV. They should be able to help you get the Stan issue sorted. 

 

Kind Regards 

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Level 8: Inspector

Re: Stan on Telstra TV fault

Thank you Lindy , I will try them.

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Level 1: Cadet

Re: Stan on Telstra TV fault

Hi buzzbuzzen,

 

Wondering if you managed to get anywhere with Stan? I am having the same issue. Problem only applies to Stan on the Telstra TV; all other apps work properly and we also have an Apple TV that has all apps, including Stan, working as they ought. 

 

I contacted Stan support after being pointed that way by Telstra & can't help but feel they're trying to blame Telstra in some way (have been asked repeatedly whether I've unplugged/reset hardware, what sort of connection set up I've got, asking me to run speedtest, etc. - gave them all that info in initial complaint email). Be interesting to see the outcome and wondered what your experience had been by now. 

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Level 8: Inspector

Re: Stan on Telstra TV fault

Hello, I contacted Telstra support as directed. After going through the whole uninstall Stan app , restart Telstra tv , reinstall Stan app with no change ( which I had already done a few times ) , checked the Telstra tv was updating software ok, Telstra suggested it must be a Stan fault and to recontact Stan. Contacted Stan who after sending them the results of their speedtest , said to try via ethernet cable. I explained the the telstra tv is attached to a tv about 15 metres away from the modem, therfore an ethernet cable was not practical. Their suggestion was that the wifi signal was not strong enough to reach the Telstra tv. An ethernet cable would be the answer. I explained all the other apps work fine on the Telstra tv just the Stan app freezes at 33% then shows " network error" . I explained I have an apple tv on the same tv which works via wifi flawlessly. No answer to that.

I was watching some YouTube on the Telstra tv last night , tried Stan = same 33% network error ! I then uninstalled the Stan app, retstarted the Telstra tv , downloaded the Stan app ( which has a version date of May 2016 ) , tried to stream a movie , got to 33% for about 30 seconds then streamed the movie without issue ! 

I do not know where the fault lies whether it is Telstra tv software or firmware, Stan app or what . It remains a mystery to me, cherrs, Buzz.

 

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Level 1: Cadet

Re: Stan on Telstra TV fault

I'm having the same problem and none of the suggested fixes work including the software update and a reset.  Other acesses are working fine, except for SBS.  Also Stan access from my computer works fine, so it is definitely to do with the Telstra TV.  I've done a lot of debugging and developed a theory that it is a 'timeout' problem between the Telstra TV and the Stan server and asked Stan to investigate.  I'll update this when I have something to report.

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Level 1: Cadet

Re: Stan on Telstra TV fault

I have the same problem.

I was on ADSL 2+ and everthing was working OK Netflix Stan ect

Moved me to NBN now Stan will not work gets to 33% and goes to time out error.

I have an Apple TV and stan will not load at all. SBS will not load and Iview is hit and miss.

I can watch stan on my PC but the picture stutters and the sound is out of sync.

 

Called Telstra but just got the runaround had to give up after 2.5 hours on the phone.

Have loged a formal complaint with Telstra.

Everthing connected with Ethermet all set to factory defaults. rebooted. apps reinstalled Etc

 

I am over this. Want to cancell my contract with Telstra.

Is there an RSP that will guarantee streeming servies will work on my Apple TV.

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Support Team
Support Team

Re: Stan on Telstra TV fault

@Jim349 I am sincerely sorry that our team was not able to resolve this for you directly. You will be assigned a specialist case manager to help you fixing these issues and I am confident they can.

 

If you have any trouble, please let us know and we can follow up for you.

 

Thanks

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Level 2: Rookie

Re: Stan on Telstra TV fault

Thanks for sharing friends it's an incredible found and valuable post. As we already know that outside Australia, nobody can access the Stan streaming websites without using VPN. I'm using NordVPN to access the Stan website as it further secures my online activities.
If anyone wants to know more details that how can you watch Stan TV Shows and Movies outside Australia then here are the best recommendations about how to access the Stan websites outside Australia.

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Level 1: Cadet

Re: Stan on Telstra TV fault

You can watch TV Shows and Movies on Stan outside of Australia with using of VPN. I recommended you to try Fastest VPN for best streaming quality I have been using.

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Level 2: Rookie

Re: Stan on Telstra TV fault


Telstra TV box seems beset with problems. Mine is incompatible with CC's on SBS On Demand. Both SBS and Telstra say they are working on it. Good luck with it.

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