Improving T-Hub with the help of our customers
Filed under: broadband, consumer, customers, gadgets and gizmos, internet, lifestyle, T-Hub, technology
T-Hub is a unique home phone experience that blends quick access to internet content like sports, Facebook, weather, news and recipes with phone features like a digital address book and voice mail.
As the head of the product team that brought out T-Hub, I wanted to give you an update on how we are improving the device given the feedback we’ve been hearing.
With more than 50,000 T-Hubs sold to date, we believe most T-Hub customers are enjoying their new home phone. For example, customers have told us they really like T-Hub’s handsfree speakerphone and find its integrated address book and voice mail really handy. They also like the ability to look up White Pages listings and check the weather quickly before they head outside.
However, we recognise that like any all-new product, not all features on T-Hub may have met every customer’s expectation from day one and that it can be improved further.
One of the weekend papers ran a story about Telstra’s T-Hub suggesting that we are not listening to customer feedback on this product. I want to assure you that we are listening to your feedback — be it in online forums or through our customer service areas. And, based on this feedback, we have a detailed development program in place for the device.
For instance, you have told us that from time to time T-Hub’s screen freezes, applications close unprompted and that the web browser intermittently runs out of memory when loading complex web pages. From this Thursday (16 September) we will release our next software update for T-Hub which will reduce the instances in which customers experience these issues.
You can install the software update by simply following the on-screen prompt. If you have any problems downloading or installing the update, please contact our dedicated support team on 1300 136 841.
Some of you have also written to us about some issues with charging T-Hub Touch Panels and Handsets. We have found that some batteries and power adaptors are not working as designed and we’d ask anyone with this experience to contact us on 1300 136 841 and we’ll swap them over.
In addition to Thursday’s software update, we plan to continue to regularly introduce new features and more improvements. For example, in the coming weeks we will introduce the ability to initiate a call from a White Pages search result and introduce a significantly larger range of internet radio stations for you to choose from, both local and international.
Finally, we’re aware that some people have described T-Hub as a competitor to the iPad or as an alternative to the PC. This isn’t the case and customers should expect a web browsing on the T-Hub that’s more akin to browsing the internet on a mobile phone than browsing on a PC.
We encourage anyone with questions about T-Hub to continue posting them online here on Telstra Exchange, or, to contact our dedicated customer support team on 1300 136 841 for direct assistance.
We look forward to your continued feedback and to updating you on how we are using it to introduce new features and software improvements for T-Hub.
More information:
If you experience a Touch Panel freeze you can still make a call using the T-Hub additional cordless handset. Cordless handsets will function so long as the power is working.
A detailed user guide for your Telstra T-Hub and cordless handset is available online here
View a series of T-Hub how to videos go to the official TelstraKnowHow You Tube channel
brendan why have my three messages on the 28th awaiting moderation from you this is meant to be a site to air your problems and to help others on here if they are not shown i will be ringing telstra business and complaining to them that you are favouring what complaints you put on here and at the same time i will be cancellling all my telecommunications from telstra
Hi Peter, Your comments that met community guidelines are now live, and I’ve asked about a response about the updates.
When are you going update the software?
Hi Sandra, I’ll ask for you.
Can’t wait for this to happen it is so terribly over due
Well, I’ve returned to the scene of the crime for a bit more complaining. Before I do, I’d like to thank Brendan for finally arranging to get me the GPL code. It’s going to be a while before I get anything sorted, but at least I have the opportunity.
My wife, who’s the primary user of the system – she’s the one at home during the days, tells me that the base unit still locks up requiring a reset. My own issue is that the handsets, in particular the one in my study, will silently ‘die’, giving every indication that they are still working, but refusing to answer an incoming call when presented. Then, when I try to find out who it was that called, the handset tells me that it – or perhaps the whole system – is busy. The short term answer seems to be to remove and reconnect the battery.
My problem here is that from experience I suspect that the help desk people will just tell me to reset the system. I know that works, but it’s cold comfort to us and the others who can’t speak to us each time we get a lockup.
Some of the posters here just say that resetting equipment is part of it’s normal operation, but I’m not inclined to agree. I’m typing this message on my IPad, and it certainly doesn’t require a reset every second day to keep it functioning.
Well, I’ve had my vent, and I suppose that I’ll eventually weaken and spend time on the phone trying to resolve this issue. It’s just very disheartening doing this all again. We just wanted a nice cordless phone system and felt that the added bonus of a web enabled pad was too good to pass up. Was that too much to expect for the money?
BTW, there must be some stats on the return rate by now. Care to share them Brendan?
Just sent you an email Russell. Please reply and I’ll organise you a call.
Hi, We have experienced the same problems as you have described with the Telstra T-Hub > we are on our 3rd T-Hub since January 2011 (and at the end of our tether) . . . also, we are in a ‘black spot’ (we are only 20km. from Noosa) for mobile reception so we cannot use our mobile’s when the landline fails, and lastly, we are located in a area where Telstra has the ‘monopoly’ (so we have been advised that other service providers are not an option for us, inturn, locking us to Telstra). I’ll end with My Motto > “can’t complain about the service because there isn’t any (service)!! Without Prejudice, Sandra.
Sandra, Sorry to hear you are in a blackspot. Regarding you T-Hub, it was not clear to me in your conmment whether you still need help with that one. If you do then please use this form to send me your account and contact number so I can have someome look into it. Brendan.
Hint for anyone using the browser on the T-Hub. If you are using it to read blogs, newspapers etc, and don’t really need the pretty pictures, graphics etc (but still want links to work, and work faster), go to skweezer.net.
Save it as a favourite, then use it as your “portal”, (type in your search to find pages you want) saving favourites as you go.
Skweezer is a “transcoder” that strips off extraneous stuff, reducing the size of the page that is fed to you.
There are others, such as Mobile Leap, but I’ve found skweezer to be the most useful for my needs.
For instance, I have saved various newspaper sites through skweezer.
Hey developers, it might be useful to investigate putting links into skweezer or a similar technology for stripping HTML code for mobile devices such as the T-Hub, where memory is a restriction (or give us the opportunity to use the SD card as a temporary location for the cache).
For those having issues with facebook on the T-hub, have a look at Mobile Leap:
http://mlvb.net/
or Google Mobilizer:
http://google.com/gwt/n
Not sure if they solve the issues, but if they are a workaround, use them, they are all free.
That’s an interesting idea Wanglese. It harKs back to the days of the Hiptop, when the onboard browser used a proxy at Danger that performed the HTML compression.
Given that we’re constrained to use BigPond anyhow, it might not be a big thing to set something like that up. Telstra might view it as good money after bad though.
Still, it’s nice to see something positive come through here once in a while.
LOL, Russell, I remember the Hiptop, but I never got one.
They were a hoot.
T-Hub. A great tool – and one all the family are quite impressed with. But please tell me someone from Telstra – what happened to the lack of having Parental controls as part of the unit?
All connected easily, everyone in the family has played, explored and checked out all the functions with great enthusiasm. Then comes the realization to my partner and I that our two primary school age kids old can easily access/stumble across hard core porn web sites – as we found out when they queried some “pictures”. Did someone at Telstra forget a most basic function that should have been included? And by the way – our PC is in the lounge where we can monitor it, the kids all have their own login with Parental controls set to high, and they know how it works and what our requirements are. So Telstra – apart from hiding the unit, locking it away somewhere, banning the kids from it while we are not home, or worse – sitting behind them every time they want to use it – what do you plan to do about it?
Hi Steve,
Parental controls are available on YouTube, however as you point out not on the browser. We’re currently looking at whether we can introduce this in the future.
A sucker is born every minute. I got sucked in by a door to door salesman saying he could match my current deal and also provide the state of the Art T Hub. Now I am locked in for 2 years with internet that is slower, and a T Hub that doesn’t work. Then I get the bill and it turns out it is a lot more expensive beacuse they forgot to tell me about all the hidden charges. My advice to everyone is AVOID TELSTRA AT ALL COSTS, don’t get sucked in like I did, its going to be a long and painfull 2 years
Hi Ben, I emailed you before to ask for your details. Thanks, Brendan
Hi Ben, Sorry to hear you feel you were misinformed by the door to door salesperson. I’ve sent you an email asking for your detials so I can have someone look at this for you.
I have just taken on the T-Hub with a plan change, and am not impressed with the quality of the Wireless modem provided with the service. I have replaced my netcomm traveller wireless internet with the Thompson Wireless modem (ADSL2) and now have to walk rthe T Hub to within 2 metres of the modem for it to have a strong enough signal to download a 20 MB software upgrade! The Hub currently sits in the kitchen of a 12 sq Brick/Tile home, and the modem is literally less than 12 metres away (admittedly several plasters walls in between) and shows one network bar. Does anyone else out there have the same issue? Are there any known fixes (signal booster options?), or do I have to investigate the option of calling it quits before my ten day cooling off period ends?
I don’t want to instal the wireless modem in the living area. the Netcomm Traveller was perfectly happy whjere thje Thompson now sits.
Hi Steve, If you are experiencing issues with any of your T-Hub connectivity please contact Telstra T-Hub support on 1300 136841. Our support team will trouble shoot your issue to start with to see if we can fix it over the phone.
I have had a total of 3 T-Hubs sent out to me. Both preveious times I found that using the T-Hub as a phone stopped the handset working and the T-Hub also eventually stopped working at all. Now and I wasn’t even able to set up the last one because out of the blue my phone line is now stuffed up too. I called Telstra for help again (got the run around again!) and was told I might have to pay for a technician because they don’t know whats wrong but if it turns out the line is not stuffed (pretty sure it must be) i will be liable for the cost of the visit (how rude!!!). I have been without a working phone for over a month yet again!!! I now believe all the T-Hubs must be faulty (3 faulty in a row- nobody has that bad luck!) I asked if could have a non T-Hub replacement if the technician couldn’t fix the problem and was told no and that I would have to cancel the contract just to get out of having to use a T-Hub!!!!!! I guess I will end up calling the ombudsman now too.
Hi Caitlin. Please reply to my email so I can have someone call.
Caitlin we’ve been through 5. saved the working handsets from hub 2 before we returned the faulty screen back with the non working handsets that came with replacement 5.
Our handsets work fine. our hub panel / screen is ok except the software has quite a few bugs in it. I think some of it is the opera browser and simply some of the telstra preloaded short cuts don’t work properlly (e.g facebook) so it drive people nuts.
As for the phone line – it’s notmal for telstra to say make sure it’s not your end (you actual house line connections, your plug etc) as they don’t own that part. They only only up to the part outside of your house. so just double check all your wires and sockets, try a different line splitter etc
Best of luck (have loads of empathy)
Sorry for the shocker typos!
But also point is – even thoughit’s frustrating we stil like our t-hub when it works.
Just really really really wish that they would HURRY up and fix the firmware / operating system and short cuts.
Telstra’s mobile phone browsers, bookmarks, links etc all work fine and they should be using that as a guide on how to fix the T-hub’s software
how do u log out of facebook on the t-hub???
don’t bother using the facebook link on the hub. It’s useless. the touch site never works properly.
instead use: m.facebook.com (no www in the address)
Then save this as a favourite on your t-hub.
then when you want to log out scroll to bottome of the m.facebook.com page and you will be able to click on “log off”
Heads up on ADSL Filters.
So here was a wierd thing.
Never had issues with the T-Hub.
Then, with no cabling change whatsoever, the T-bub handsets and tablet would drop the ADSL line during the act of beginning a dial, answering the phone, or hanging up after a conversation. Note that the ADSL modem would reconnect DURING a converesation, and carry on until someone hung up, when the xDSL state would drop again, and the modem would automatically reestablish a connection.
This was NOT happening before (and it’s a weird behaviour), and it was not happening at all if we used the standard with the standard wired phone (which has it’s own filter, and is in the kitchen).
I have the correct ADSL filters.
Didn’t ring support, because I wanted to trace this out for myself, and it did indeed look like the T-Hub had decided to act up.
I did some testing though, and it turned out that the filter on the T-Hub wireless station had somehow begun to fail. Note that it’s behaviour was not a complete failure, had it been so, then there probably would have been no stable internet connection at all.
Luckily I have a few spare Telstra supplied ADSl filters, and replacing the old one, the problem dissapeared.
The lesson is, that it’s not always what it first appears to be.
I spoke to a lovely lady at Telsta that agreed our T Hub and Phone set needed replacing (lots of dropouts and shut downs at irregular times, no charging, screen on phone failing to type numbers etc) and then sadly apologised that she could not process a replacement because the telstra replacement order system was down…She said I was welcome to call back in a few hours and try. Guess I will have to.
Sounds like…………………… Telstra has finally used them all up by replacing crap ware with junk ware???
What is wrong with this product? We upgraded our Internet service yesterday and recd the t hub as “part of the deal” . Every time I try accessing a website the whole system just STOPS! I have had absolutely no problem with my Internet or the router that my family of 8 and I use with a myriad of devices, but this particular device appears to be doomed. So far it appears to work if I restart the router. I only wish I had seen these comments previously.
Hello Clint. Please contact Telstra T-Hub support on 1300 136841. Our support team will trouble shoot your issue to start with to see if we can fix it over the phone.
Was told 2eeks ago my T Hub would be replaced…. still waiting….
I’ll ask for you Irene.
I email the Serial Number Brendan … update please
When I signed up, I asked if the t-hub would run sites that require flash player. I was advised that it would. But it won’t.
I’m quite disappointed I as though it would be a quick easy way to allow my daughter time on study ladder.
On the upside my initial unit which froze was replaced without pain.
One other query – why won’t it let me delete icons in “My Place”
I don’t want it anymore! It won’t do what I wanted it for. It won’t even run facebook properly! It’s driving us nuts.
Hi Kelly. Please contact Telstra T-Hub support on 1300 136841. Our support team will trouble shoot to start with to see if we can fix it over the phone or get you a replacement if need be.
THUB WARNING
I have been waiting for 6 weeks for a replacement Thub. After 6-7 phone calls I was promised faithfully that the Thub would be sent out but instead received a Tbox !! The customer service Telstra provide is a complete joke.
Finally, after lodging a complaint on line I am told that they cannot waive any service fee or provide compensation for me (I operate a business from home) as well as my time in following all this up, because I don’t have a receipt for my return of goods.
Its a total joke – when my contract ends I will definitely be going to Optus with all my current Telstra services.
Hi Ruth, Sorry to hear you’ve been sent the wrong product. I have emailed you to ask for your account and contact numbers so I can get a local rep to look into this.
Brendan
My situation is exactly the sort of situation which is getting Telstra such a bad reputation. It is fair to say, when it comes to “resolving” billing issues regarding the bundles associated with the T-Dud, your accounts staff truly can be inept and force us to be frustrated when dealing with Telstra.
I handed my T-Dud back last month, no questions asked. The amount of money i had spent on it over the period of time I had it was credited back. Great.
I get my bill today. As expected there was an issue. The person that dealt with me had honoured the credit but charged a cancellation fee of $174 which was never discussed.
I have resolved the issue with a further credit of $174, but you need to know about things like this Brendan as these are issues that shouldn’t happen and really get on our nerves. Need I say more.
Hi Jamie. Thanks for the feedback, Agreed we can do better, and that customers like you taking the time to let me know is helpful. I have passed this on to the team.
a straight answer on a flash player would be good, seems to me that would be one of the first things that would of been put in. absolutely no use having a youtube icon, when you can hardly ever play a youtube video
Why do you need Flash to play Youtube videos? My apple Ipod Touch doesn’t have flash yet it will play Youtube videos without any problem, as does my T-hub.
I swapped packages and was sent a T-hub. It will not connect… just the first step of getting a ring tone on the base station didnt work. Of course i have been told it is the ADSL filter (obviously cant be the T-hub despite everything being fine before it arrived!) Strangley the handset works fine. If i follow the instructions and try to connect them the handset rings and not the basestation. I am off to get a new adsl filter but if that doesnt work looks like i am in for another wait on Telstra’s phone help line.
The base station battery seems to be a little wobbly even when locked in as well.
Hi Brian, Let me know how you go with the filter and do reach out to me if you need further help. Brendan
Some basic improvements like Cut+Paste would be really nice.
Installed my 1st T-hub at home a few days ago and the wireless keeps dropping out and not reconnecting. It keeps coming back with “Wireless password invalid” or something. Keying in the 64 character password time and time again is no fun besides being error prone. Also, keying in the password does NOT resolve the connection problem. The only way is to reset the whole system and reconfigure via the wizard which “fixes” the wireless connection for a few hours until the next drop out. Of course resetting will also zap all the Contacts from the T-hub which in itself is irritating!
Why doesn’t the T-hub have basic facilities like cut-n-paste like all smart phones have? And a working wireless connection that doesn’t drop out …. and a system that actually returns to the main screen when you press the “Home” button (requiring yet another reboot that kills the wireless connection!) … and …. and ….
We’ve been asking for copy and paste since last year – falls on deaf ears.
Actually, been waiting pathetically long for software updates that still have not been done for many months now *sigh*
So over both the T hub and the T-Box
Asked my good friend the other day why she was not using her T-Hub that she purchased some time ago. She said she put it in the cupboard because she was too stupid to work out how to turn it on. Apparently she called Telstra and was told to take battery out and once reinserted should be ok, no luck.
Another rep told her to make sure its charged, after two days in cradle, still wouldnt turn on. I have taken it home and guess what, its dead. Red light when charging and thats all.
So here is a lady that has spent good money and has never been able to ever use the unit and put it away becsause she thought it was something she was doing wrong. Never offered a new unit by Telsra or even given a hint the unit could be faulty.
Hi maleny1, I’d like to help your friend with her T-Hub. Can you ask her to use this form to send me her account and contact number please?
Is there a way you can download Adobe flash player? I bought the t-hub today thinking it would play videos, but it doesnt, very dissapointed
Lauren, I doubt Adobe Flash would fit unless we get access to the USB to use it as program memory.
Also, note that not all videos are Flash based.
I’ve played videos on the T-Hub since the beginning.
Having said that, My brother was led to beleive (by a franchise store) that the T-Hub could play flash games such as Crazy Birds!.
It can’t. At Best, the dill in the store may have got mixed up between the T-Hub and the Tablet (a separate item which has nothing whatsoever to do with the T-Hub)
T Hub no. 3 and still faulty. Why continue to pretend this products works? I have requested a refund. I wish there was a T Hub out there that worked as I would realy like one. Call number display drops in & out, mostly out. Two ring delay for incomming calls. Voice mail distorted to the point of useless. Message alert takes up to 12 hours to tell me someone has left a message. I have wasted hours & hours on the phone to Telstra since I let my myself be talked into a bundle by a door to door sales man. We left them 10 years ago. Nothing has changed. To top it all off I gave away my perfectly good Uniden answering machine with 3 cordless hand sets. Thanks for nothing Telstra!
Hi Karen, I’ve asked a local team who support the T-Hub to call you.
I have just spoken to the Phillipines and crickey has any management person ever had a problem corrected by an overseas call centre!!!!…I digress
Are the ABC internet radio links current or have they all changed (or down) as they were working a week or so ago and as much as I love 2DAYFM 2UE 2MMM all I want is 702 Sydney Anybody else out there with the same problem
As well another annoying problem is I can not change the ring tone on the actual hub and have to have it on silent ring
Cheers
John
Brendan
Could you try the internet radio out by testing say 10 links at random as well as a few ABC stations so I know I am not dreaming. When somebody has done that could you post the result back on this blog and then I (and some others) can make a decision on what to do
Thanks
John
Hi John. Geoff a kind customer emailed this in in response to your request. He wanted it posted as a comment. So here it is.
John, I am on the Sunshine Coast and just did a quick test for you:
I have just tried every ABC station from Darwin, Perth, Adelaide, Melbourne, Hobart, Sydney, Newcastle, Brisbane, as well as ABC National, SBS, 2GB, 3AW, 2UE, 4BC. The only one that didn’t come up was ABC Sydney.
Then I tried 2DAY, Mix102.3 Adelaide, TripleM Sydney, 4BH and 2CH all ok, however Power FM and Fox didn’t work.
So 19 working out of 22 tried.
So I am pretty happy with that…. I usually listen to French radio stations and I do find from time to time I do get drop outs.
I have the same problem with ABC , we listen every night and its frustrating. I can access 1233 Newcastle but it skips every 10 seconds. Its driving me crazy. Can anyone help?
Just got my T-hub a few weeks ago, expected more but then again had to realise that this product is a media centre and not a pc. Yesterday, the touch pad froze whilst watching a youtube video and I so put it back on the dock,assuming it would return normal if I was paitent. The screen is now been black all day and can’t switch on?.. I don’t know what has happened? help?
Hi Nga. Please contact Telstra T-Hub support on 1300 136841. Our support team will trouble shoot to start with to see if we can fix it over the phone or get you a replacement if need be.
I was checking here to see if others had trouble getting the ABC internet radio channels. I can’t get 702 Sydney, Radio national or Triple J – for the past week or so. The t-hub just says the channel can’t be played and try later…I can get ABC Newcastle (I’m in the Hunter Valley – is this relevant?)
Another problem is that all radio stations listened to have frequent blank spots ie the song stops and begins again, the discussion has holes in it – really difficult to follow sometimes. If I stream radio thru my laptop I get perfect “reception” (no “holes”). Since I’m using the internet on both the t-hub and my laptop why is listening on the t-hub so often – though not always – inferior?
thanks, Suzy
Suzy
Thanks…..was thinking (stupidly) that a Telstra person would confirm I was not silly and doing something wrong. They must be busy setting up other blogs and persuing other marketing ideas and consequently just forgetting this blog
It’s not just the hardware and software, the system isn’t set up properly.
I tried accessing my telstra account through my new HTC mobile phone and got the error message “we can’t identify your thub…”. WTF? I didn’t even know I had one!
Ah, it must be because I’m using wifi to connect to my Internode broadband account.
A non IT person would think it would identify the account by the phone’s id and not the network address it was using.
Very unhappy.Have installed our 2nd T-hub and now are finding that the battery stops after around 30 minutes!
Why have you got Craig Turner on your website when he no longer works for Telstra. Why did he leave????
He started the first post in this blog. Just becasue he’s left doesn’t meen all our discussions should be deleted.
Just a quick query, ive had my hub for about 6 months and although it works(barely) it is giving me issues with handsets and the plain old fact that it really is pretty useless when you try to use most internet functions. Nonetheless, I have organised to have it returned, Ive been patient enough I think, but upon contacting the relevant department, I was informed that there is a second generation hardware in the hub as of about a month ago. Is this true as I dont recall anything being mentioned here? and alot of the thubs probs are underpowered hardware and substandard construction im guessing. Can you give us any verification regarding this?
quite happy with t hub but i would like to log out of face book and there is no log out icon like on my laptop.
tried to google it and have also been to my local telstra store.
but still no joy can’t log off or change accounts.
would like some helpful advice please.
It’s not a t-hub problem it’s facebook’s touch formatting.
You can log out but you need to type in the mobile version address: m.facebook.com
Scroll to the bottom of the home page the option is there.
Just moved up to the North Coast and connected my T-Hub. I can’t connect to ABC 702. This is important to us. When will it be up?
I suspect location has no bearing on wether or not you can recieve radio stations via the T-Hub.
I can’t get it here, either.
I suspect it’s something in the network on how Telstra direct the streams through their connections, not on the T-Hub itself, since I used to get 702.
We get all our radio stations just fine. Maybe it’s your modem?
We had to reset channels and update software on our modem for it to work better at streaming on both t-box and T-Hub.
Hi
It is not the modem as we receive most other radio stations except the ABC…..I am still waiting for a telstra response or is that impossible
We just got our T-Hub and can get every internet radio station except 702 which is the one we want. What’s the story?
Back in June Brendan said he would find out when a firmware update will finaly be planned for….. many sleeps later zzzzZZZZZZZZzzzzz and we are still waiting waiting waiting.
The Opera browser alone needs important updates.
The little bugs here and there also would get ironed out with the proper updates.
Come on what’s happening? Any updates planned or is the T-Hub going to the dump and not worth Telstra’s time to do anymore updates?
Why is it always telling me that age is not verified?? – ive rented movies b4 and i know the pin for it and damn it im 30 and am on the frikkin bill :/ sooooo annoying :/
How come my T Hub keeps freezing up? When it’s on the charger it freezes and when it’s off the charger it freezes. Does this happen to anyone else?
Hi Allan. Sorry to hear you T-Hub keeps freezing. Please contact Telstra T-Hub support on 1300 136 841. The team will trouble shoot to start with to see if we can fix it over the phone or get you a replacement if need be. Brendan.
Yes Allan it happens alot and has happened for 3 replecement t-hubs thus far… the major issue a lay person would imagine is that there has been no software updates since April 2011 and we are in September – equates to a decade in terms up keeping up with firmware updates.
We’re on our 3rd T-hub since February. Telstra have mailed back to me; in a box that ‘rattled’ before I opened it; the last T-hub I had sent back claiming the unit shows signs of physical damage which is not ‘covered’. What are we to do with this second thub? Are they going to charge me for this unit? We no longer use the tablet component anymore – it freezes and needs ‘rebooting’ every-other-day. I desperately want out of this situation as there are 18 months left of a 24 month contract. I cannot bear the process of having to call their ‘technical support’ – having to identify myself to total strangers; sometimes more than once on the same call; and being taken through the same steps several times…. on and on it goes. Please telstra, please anyone out there help
Hi Ben. I’ve organised for someone from the T-Hub team to give you a call.
Thanks to Brendon and this website, a local Telstra rep called and both T-hubs have been returned. The upshot is no refund but also no further payments for the hardware. As I now understand my situation, we’re still on the same ‘plan’ with Telstra (balance of contract) minus the ‘goodies’. No wonder Telstra can still post massive profits every year in spite of the (expensive) ‘experiment’ with tablet technology. The real problem is the dodgy ‘network’. With carriers claiming 98-99% coverage in Australia, if you happen to be in the 1-2% who live in ‘blackspots’ then I commiserate with you all – you either pay more or get left behind in the technological advances. Now if I could just find a way to get mobile phone reception at home….
Brendan
I’ve just taken on a t-hub as part of a bundle update. I only accepted it as the opt out option wasn’t explained to me in the shop. Looking at the bundle options online, I now see it’s optional. Not thrilled with the customer service experience in retrospect obviously.
Does the cooling off period still apply If I initiated the purchase in store? Purchased o Saturday 17th – can I take it back and how long have I got?
Thanks
Mark
Hi Mark. I’ve organsied for someone to call you to speak to you about your customer service experience. Brendan
Hi Brendan,
My t-hub has been working fine since my purchase around 2 months ago and I have been really happy with the service Telstra have provided. However recently the T-hub has been ‘locking’ on me, with all web-based applications greyed out. Then just a few days ago, the whole screen froze and I couldn’t access anything – be it on the web or just personal contacts/missed calls – it was just zombified to the point where I couldn’t even switch it off. I disconnected the battery and was finally able to revive the hub – the screen works now however when I go to reconnect it via wifi it says “the entered Wi-Fi security key is not valid – please try again” (this has only just happened today).
Additionally, last night my connection was fine on my laptop but today when I turned my laptop back on to check emails, I encountered the same problem as with the T-hub: the WPA password Telstra provided me is invalid and I have no access to the internet, the connection keeps timing out..
The very fact that it is prompting me for a password is odd as I’ve only ever had to enter it once at the initial setup and its been working fine since then. Now whats even more strange is I have another computer connected to the T-hub via wifi, which I left on over night and it is still connected today with no problems (this is how I am able to contact you over the internet). Just wondering how this can be, and what I can do to fix this password issue? I’m worried that if I disconnect and reconnect this computer from our Telstra broadband that I will encounter the same ‘invalid password’ problem and then I won’t have ANY access to the internet, so now i’m forced to keep connected, running up my electricity bill in the process.
Is there any way Telstra could have reset my WPA password without telling me? I just hope I haven’t been hacked or anything? I would appreciate any light you could shed on this matter, or if you could somehow provide me with a new password, as I rely on the internet for my business and tomorrow is monday!
Thanks for any advice in advance,
Deb
Hi Deb, There’s alot that needs answering. You’ll need to call the helpdesk for the T-Hub on 1300 136 841. The team will have a chat and see if we can tweak settings your WIFI over the phone or get you a replacement T-Hub if need be. Brendan.
Brendan
We just purchased a t-hub and were told at the telstra shop that it should connect to our existing dgn2000 wifi moden no problems and we didn’t need to have a bigpond account to run the internet functions. Well guess what – it doesn’t even connect to the modem so we can’t get past Stage 2 in the set up. I’ve done everything to the wifi security to try to get it to connect but it seems if you don’t have a telstra bigpond account then the unit is useless!!!!! No I don’t want a bigpond account as we are very happy with our ISP so the unit should perform properly and connect and work as promised.
Hi Stan, I’ll need a contact number to look into this for you and have someone give you a call. Use this form or respond to the personal email I sent you. Thanks. Brendan
I have just taken on the T-Hub with a bundle plan change and, as Steve Delaney stated in his comment dated 4 July 2011, am not impressed with the quality of the Wireless modem provided with the service. Part of the new bundle was having my old 2Wire modem replaced with a Thompson Wireless modem (ADSL2) which, according to the rep, will really speed up my downloads (I am on ADSL2). We have a wireless internet radio in our bedroom at the other end of the house and, when we used the 2 Wire, received a decent signal. However, since setting up the Thompson, that signal is now very weak. We have the T-Hub in the kitchen primarily to listen to internet radio but the signal level is also weak. Luckily, I still have the 2 Wire so I have set it back up and, by reading some forums, did a little “tweaking” which has improved (IMO) the original signal. Very disappointed with the Thompson and it’s back in its box. The Hub itself we are quite happy with so far but have just received our first bill since starting the new bundle and it is more expensive than our previous bills although the rep had worked out that the bills should reduce. I’m hoping that there are just some one-off expenses in the bill but, if the bills continue to be around the same amount, I will be very unhappy. Also, whilst the T-Hub was delivered promptly, I had to follow up delivery of the Thompson and, when I did, I discovered that it hadn’t been ordered.
I don’t think the Thompson is as good as the old 2-Wire, but largely for tweaking reasons.
However, I’m using the Thompson, and I’m getting a stronger signal than my previous Belkin, plus, my neighbour has the same Thompson, and I have multi-homed my Apple Mac to them so that they can see the shared folder I setup for them.
I had to make sure I was on a different channel than one of my other neighbours so that I didn’t have to worry about them coming over me. Make sure your modem is up (I have mine 5 feet off the floor. Also, weird as this may sound, I’ve seen (not on mine) a better signal performance if the wireless router modem was on it’s side instead of flat (that was a Netgear).
Call billing regards the bill. I’m on a bundle, and it scared me the first time I went on and I queried it but it turned out alright and since then, it’s a damn sight cheaper than what I was paying before. Your Milage May Vary, but I’ve only had one bad call with billing.
* Reply to Ben (in relation to the return of his T-Hubs). I don’t know your situation or how you went about it but when my wife and I had no joy with the T-Hub and phones, we had a good outcome. Telstra allowed us to downgrade our plan when the T-Hub was returned along with its associated equipment. Can only speak according to the experience and ours worked out just fine. Would suggest you try one more time and, if no joy, the TIO is always available if needed.
* Reply to Wanglese and others regarding the Thompson router. I could not fire up the system with it at all (it was a G-series) but had instant success when I bought an N-series TP-Link device.
* Incidentally, we kept the T-Box. Twelve months on, it has never missed a beat. So there you have it in a nutshell, the good and the bad.
I have to say the salesman was great! He convincingly sold me on a pile of rubbish. I thought I had bought a new generation phone only to feel like I have been conned. Worse still, I bought 2 sets; an expensive outlay for something that never works. The system requires constant resets, always drops out, the handsets silently die, when you urgently need a phone you have to use your mobile (maybe that is a profit generator) and when you are used to iPhone and iPad, the “touch-sensitive” screen is like going back to the Stone Age. All I want to know is how do I get my money back. I would rather go back to my old phone-set?
Karin
Hello Karen, Please contact Telstra T-Hub support on 1300 136 841. The team will trouble shoot to start with to see if they can fix them both over the phone or get you a replacement for your Hubs if need be. Brendan.
Having bought the T-Hub soon after launch, I would have to say it was a big waste of money.
One of the best features I though it had was the Internet Radio but alas it is a joke. The radio drops out constantly even though the device is only approx 5 meters from my WiFi Router. After speaking to someone from phone help, I find out that for the radio to work, the signal strength must be 70% or higher. At only 5 meters away, the signal strength is 50%, meaning that the T-Hub needs to be within around 2 meters to be useful. WHAT A JOKE! And, apparently the reason for it freezing on me at times (and needing to be turned off and on) is also due to the low signal strength.
I can use my laptop or iPad from anywhere in the house and get effective internet radio but I have to use this device right next to the transmitter!
Interesting. I’ve never had a problem with the T-Hub* . The radio has worked for me all over the house, and out to the barbecue in the back yard. Never looked at the signal strength, but I wonder how 70% limits the use of the radio….
* last Friday, after nearly 11 months, the tablet died. 12 volts still comes out of the adapter, but the batery is D.E.A.D. and the thing won’t turn on. Handsets continue to work fine.
Spoke to T-HUb support on Friday, and I expect a replacment this week.
Following up, Got my replacement unit Wednesday at 7.30 am.
Had it all setup by 8.00am. Works fine.
Regarding the WiFi, it shows signal strength as 30% right next to my modem, and 0% at the other side of the house.
The radio works all over the place, including the garden, where I assume, the signal strenght on that scale would be about -250%.
The lesson here is that ignore the signal strength indicator. It may be more about the kind of modem.
@Tarran: the firmware on the replacement is B.104G, which I think means it’s a version 2 T-Hub. Can’t see any software or physical differences.
I assume it’s things inside the unit.
My comment is directed to Brendan if you would be so kind as to reply please. I have had my T-Hub since July 2010. I have been following several of the Telstra Exchange threads and have experienced most of the faults described by the people posting. I have put up with the bugs as I believed that Telstra would eventually release a stable firmware. I now have a couple of annoying problems this week and I believe my T-Hub needs to be replaced. I have worked in IT end-level Support for 16 years and have a high level of technical expertise so I have a good understanding of Tablets, networking, and Wireless technology.
Current faults: >
1) Unable to check for new software updates.
Error: “WiFi issue or IP issue”.
The T-Hub is online and connected to the Internet – it just can’t check for updates.
The unit has firmware 1.12W (is this the latest available?)
2) I reset the T-Hub to factory defaults in case my OS was corrupt. I’m now unable to complete the setup wizard.
Error: “We are having problems processing your account information.
Please call T-Hub Support on 1300 136 841″
I called that number and the Service Desk Agent was unable to tell me how to resolve that fault. She was able to advise me how to successfully bypass the setup routine and return the unit to a semi-working state. My account details have been verified as correct but I am unable to synchronise with MyConnect account. This means all of my contacts have been removed from the T-Hub and I can’t import the contacts from my MyConnect online location.
A couple of weeks back I enquired with Bigpond Support if I could return my T-Hub and remove it from my bundle as it fails to perform as advertised. The Service Desk Agent said I was not able to do that.
Brendan, now that that my T-Hub is in a state where it can’t update or synchronise even after a factory reset (actually 2 resets), am I at least able to have the tablet replaced by the Telstra store I purchased it from?
Brendan please don’t reply with “Please contact Telstra T-Hub support on 1300 136 841″ I have already done that and my issue was unable to be resolved over the phone.
thanks in advance….
Following up on my post (29 Oct 2011 at 8:31 am), I was contacted directly by Brendan from Telstra. A tech called me and was able to guide me to resolving my fault by resetting my Thomson TG782T router to factory defaults. I also phoned T-Hub support over the weekend prior to that tech support call and the very helpful operator arranged to send out a replacement T-Hub. As per a comment by wanglese above, the replacement is a version 2 T-Hub which has none of the stability issues of the version 1 T-Hub. I am most happy that Brendan and the call centre operator both assisted to resolve my T-Hub issues.
@Tarren & Wanglese & Brendon – How do you folks deter main whether or not you have v. 1 or 2 of the T-Hub? Is it just the OS number or is there some other indication? thanks and cheers! sam
@Tarran – Glad to hear you have had a good response. It’s amazing though that you have already been contacted by Telstra yet I made my post a day before you and have also lodged a complaint via the Telstra website and have not heard a peep.
I am hoping for a good outcome but it’s becoming more likely the T-Hub will become an expensive Photo display instead.
John, if you have T-Hub version 1 your firmware will be 1.xx e.g. 1.12W
If you have version 2 the firmware will be B1.xx (e.g. B1.04G)
You can check your firmware version under “Settings” > “Software Updates”.
In my opinion version 2 runs much smoother and it has not crashed in 24hrs (and that’s saying something!)
@Sam,
On the T-Hub touch pad, gfo to settings, Software Updates.
It appears that the later revision is B1.04G. I suspect, but have no proof, that this reflects a version 2 of the actual hardware. My brother contracted for a T-Hub, and I was surprised to find the software variant on his, but then I got mine in December last year, and he got his in July this year.
However, apart from the last little incident where the tablet died (battery fault/ recharge failure?) I have noticed no stability issues.
Hope this helps.
Hello Brendan, Don’t know how long you’ll allow me to comment as I successfully returned all my gear, got a credit and was allowed to ‘downgrade’ to the package we were on pre-T-Hub. I would ask John (28 Oct.) and Tarran (29 Oct.) what modem and router they are using, whether the existing equipment they had prior to upgrading (moot point) or whether the Thomson g-series supplied by Telstra. If the latter, have they tried connecting through their own tried and proven gear to see if it corrects what appear to be ‘wi-fi issues’. As I explained before, I bought a more upmarket n-series device and overcame my evident wi-fi problems. I only, finally, demanded a return/refund because Telstra’s concept, although brilliant, proved – in Consumer Affairs terms – not fit for purpose in practice.
That I no longer own and operate T-Hub is not necessarily a position for all time. When it appears ‘the big T’ has its device rockin’, I’ll certainly consider it again. Oh, and by the way, 14 months on and the T-Box is still doing everything I expected of it. Love those SSO concerts!
Cheers,
Johnsthe1
…sorry I meant to reply to sam says:
3 Nov 2011 at 9:36 am – not john,
my apologies.
Meanwhile, John, I can’t say why I was contacted so quickly. I have worked in IT support for a very long time and in my experience if you use friendly language, be pleasant and calm during phone calls and in forums such as this, you usually have a positive outcome. That’s all I can suggest to make things happen quicker – be nice
(p.s. no I don’t work for Telstra)
@ Tarren – Hey thanks for your reply! I DO appreciate it. I now know that I have the so-called latest………….cheers for now! sam
@Wanglese, Also immense thanks you for taking the time to reply. My “B” version I guess is the up to date one. Cheers for now, sam
I’ve never seen a good comment about this hardware yet telstra keep selling it. What does that tell you about Telstra
well, it looks like it’s back to the help line for me. Tried to call home and my Mrs tells me that nothing rang. She went for a wander, and the handset in the laundry was ringing -even though I’d hung up 5 minutes earlier. All other handsets were just sitting there looking innocent. The tablet was reporting ‘out of range’ even though it was on the other side of a wall from the base unit.
I know that a reset will probably fix this particular issue, but I’m not about to call home on the mobile to warn my wife to reset the T-Hub so I can call her. A phone should work every time someone calls.
Hi, Have you already contacted Telstra T-Hub support on 1300 136 841? They should be able to give you a fix over the phone or get you a replacement if need be. Brendan.