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telstra tv 3 locks up occassionally when loading free to air channels ?

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Re: telstra tv 3 locks up occassionally when loading free to air channels ?

Hi. I contacted tech support as advised. Since getting my Telstra TV3 this was my third call for help. Initially my modem had to updated. Once this had been determined I received the new modem in 3 days and over a weekend. On my last call to tech support, in India of course which is always a trial of patience and 1.5 hours on the phone it was determined that my TV3 was faulty and would be replaced. Again the delivery of the replacement was completed in 3 days. Very impressed. The new TV3 has been found to be more robust than the old one. While it can still get locked in a loop while loading the live TV channel guide, it is now a rare event, I also found that when it does I could reset the tv channel guide by going to the Home position and selecting live TV again. So much easier than having to power down as with the old TV3. However it still has the annoying habit of displaying the message :"Are You Still There ? Closing down in "timer countdown" 30 secs. So you have to press the OK button to cancel the auto closedown of live TV. This usually happens in the evening when we watch TV the most and it is really annoying. It would be great if you can get rid of this in your next s/w update. As far as this saga is concerned this will be my last entry.

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Support Team
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Re: telstra tv 3 locks up occassionally when loading free to air channels ?

Sorry for the frustration, Wags4403. Might need a factory reset. Have you given that a try? - Matthew. 

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Re: telstra tv 3 locks up occassionally when loading free to air channels ?

I tried the factory re-start today as suggested. The setup went smoothly but from the get-go the tv guide didn't work and was locked in a loop. I did my usual fix by removing power from the TV3 box for a few seconds then re-powering it. The guide then comes straight up. The antenna connection is only connected to the TV3. I know it is a good signal as I live in a six year old apartment block so the connection to us comes via an amplifier splitter on each floor. The signal has never ever been a problem. This tv guide lock up happens almost on a daily basis and is very annoying. Every time it does I have to remove power and then power back up. This trick works everytime. It appears to me to be a it is a s/w fault. I am thinking of asking for a return and refund.

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Support Team
Support Team

Re: telstra tv 3 locks up occassionally when loading free to air channels ?

Hi @wags4403, I can appreciate the frustration. What happens when you tried a factory reset? 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Re: telstra tv 3 locks up occassionally when loading free to air channels ?

What happened following the factory reset is as detailed in my response to Matty C.

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Support Team
Support Team

Re: telstra tv 3 locks up occassionally when loading free to air channels ?

Hi @wags4403,

 

If a factory reset hasn't fixed the issue our Telstra TV Assurance team can assist any time on 132200 and say TELSTRA TV then FAULTS.

 

If the unit is determined to be faulty, then a replacement can be sent out to you. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 2: Rookie
Accepted Solution

Re: telstra tv 3 locks up occassionally when loading free to air channels ?

Hi. I contacted tech support as advised. Since getting my Telstra TV3 this was my third call for help. Initially my modem had to updated. Once this had been determined I received the new modem in 3 days and over a weekend. On my last call to tech support, in India of course which is always a trial of patience and 1.5 hours on the phone it was determined that my TV3 was faulty and would be replaced. Again the delivery of the replacement was completed in 3 days. Very impressed. The new TV3 has been found to be more robust than the old one. While it can still get locked in a loop while loading the live TV channel guide, it is now a rare event, I also found that when it does I could reset the tv channel guide by going to the Home position and selecting live TV again. So much easier than having to power down as with the old TV3. However it still has the annoying habit of displaying the message :"Are You Still There ? Closing down in "timer countdown" 30 secs. So you have to press the OK button to cancel the auto closedown of live TV. This usually happens in the evening when we watch TV the most and it is really annoying. It would be great if you can get rid of this in your next s/w update. As far as this saga is concerned this will be my last entry.

View solution in original post

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