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
So we’ve been customers now for 6 months. A bundled package with a T-hub. Had a lot of problems at the start, the same issues everyone else seems to have. We put up with having to reset the phone or the Thub every day but now i’m st my wits end, why am i paying for something that does’nt even work properly. Now over the past week we’ve started having problems with our wifi and that we have to turn it off and on again about 6 times a day. The t-hub no longer even connects to the wifi telling me i have incorrect password. Our printer that was also connected wireless tells me my password is incorrect. After calling on numerous occasions and being told to just reset the phone and t-Hub. It should’nt have to be done every day and the battery life on the phone should also last long than 8 hours!!!!!! After ringing regarding the wifi i was made to change the power settings on my computer which have never made a difference in the 6 months since we’ve had it, it hasn’t fixed the problem and like a previous customers complaint am also wondering if someone has hacked me?????
Hi Shelly, I’m sorry to hear you’ve had a poor experience with your Hub. I’ll just send off an email to the T-Hub team requesting a call for you. I just sent you an email. I’m just waiting on your info. Please reply with your details.
Choosing a T-Hub has been one of the poorest purchasing decisions I have ever made.
I signed up for a bundle over the phone, after a non-solicited sales call from a Telstra rep, which turned out to be a 3rd party seller. As part of the bundle, I was offered a \free\ T-Hub. As it turned out I was actually agreeing to purchasing T-Hub ad paying $11/month for it over the next 24 months and I was also being charged a delivery fee for the device.
This all started in July, and has only recently been resolved. So as you can see the bundle itself took a number of months to be implemented correctly but that is a whole other story.
The real issue is the T-Hub itself. It is awful and we don’t even use it any more – it just sits on the counter collecting dust. Why don’t we use it? It freezes all of the time, constantly needing to be reset. It cuts callers off. The keyboard regularly doesn’t work, again needing to be reset.Internet radio cuts in & out and freezes – again needing to be reset. It blacks out, turns off, times out, crashes etc etc etc Then don’t even get me started about the staff at the Telstra store – it is so obvious that they are remunerated on new sales rather than retention. They genuinely lack product knowledge, customer service skills and empathy.
So disappointed but looking at the many forums it looks like I am just one of many.
Hi Andrew, Have you already contacted Telstra T-Hub support on 1300 136 841? They are a dedicated support team for this device and should be able to trouble shoot over the phone or get you a replacement if need be. Brendan.
Thanks Brendan,
Have contacted T-Hub support again and a replacement unit is on the way.
I have to agree, the T-hub would have to be the poorest machine built, ours which is the second one keeps freezing and now has a new problem, it wont stop ringing after the call has been answered, the wireless phones are useless and keep freezing or saying busy when there is no-one on the phone, the T-Hub is a vwery faulty machine and I would advise all that have one to return it ASAP and get your money back, I dont understand why a full recall has not been started, with the faulty products and our personal info being hacked recently Telstra has some questions to answer………
I am pleased to report that we got a version 2 hardware t-Hub last week because the old one just kept freezing and then became unresponsive.
I was sceptical on the new hardware thinking it’s going to be as bad as the last 4 I’ve been through BUT I have to admit this one is running so so much better.
It still needs a firmware update to iron out bugs like not being able to use facebook touch site very well but mostly it does work well. So far (knock on wood) no freezes, radio tuning great, keypad better responsiveness…. It’s only been a week and a half but I am much happier… I would still very much love to see this great new 2nd gen hardware enhanced my new software updates…. still waiting but atleast it’s not as bad as before.
If you have a t-Hub that freezes al the time and drives you crazy consider calling and asking if it’s the old hardware and get it replaced. Sort of like try one last time before you give up…
I forgot to add I am still keen on seeing some real fixes to the layouts, as asked for month ago… things like the weather showing the same info that bigpond mobile shows rather than the thub version.
For example – on the T-Hub it tells me (when it’s pouring down rain all day) that there’s a 90% chance of rain!
On bigpond mobile version it tells me there’s been 50mm rain since 9am and also alerts if there are any BOM warnings for my area.
Would love this more usual weather info rather than just 90% chance of rain.
And some more control on how to arrange your icons would be prefered.
And of course allowing the browser to be updated so it keeps up with internet world.
Also the Facebook shortcut provided should be the mobile version not the un-usable touch version. Why not allow t-hub users to use the free O.facebook.com like on mobles…
If you treat the THUB internet surfing experience exactly like you do for the Next G mobiles then you would be off to a better start to improving the user friendliness and acceptance of the T-HUB.
Also Customers should be educated more that the T-Hub internet experience is more like your mobile phone type of browsing and don’t compare it to your PC.
P.S I forgot to also add the new handset is heeps better too.
Hi Andrew
Loving the new T Hub, but finding the internet radio quite frustrating. I’ve checked that I have the latest software upgrade and yet the internet radio plays for about one second and then drops out completely.
I really hope we can fix this. The T Hub is a great product and I’d hate to see it relegated to another product that doesn’t meet expectations and sits gathering dust.
Saying that, I really appreciate the chance to communicate with the development team. Good work!
Regards,
Grant
Well i am glad i am not the only one having trouble with T-Hub i have had it set up for 7 days,i haven’t had a chance to use it as it will not stay connected to the net,i contacted support to set it up and spent another hour on the phone last night setting it up again,had net for about 10 minutes then gone again,i have better things to do with my time than trying to get it working.I will be putting it back in the box tomorrow and taking it back to the shop,i want my old contract back the one that doesn’t include this peice of rubbish,what a damn waste of time.NOT HAPPY JAN.i rang a freind of my daughters she also has a T-Hub said it never works.So the question is if they are all playing up why is telstra still conning people to pay for them in bundles, not fair guys.
Hi Sue. While I can see you are ready to give up on the T-Hub, I would like to offer to have both of your issues investigated and would love to see a happy outcome for you both. Please get in touch with your account details and ask your daughters friend to connect with me here and I will get the process started right away. Brendan.
Well after the first week of hell with my t-hub,and threatening to take it back to the store,it hasn’t played up,i only occassionally turn it off and on just like my smart phone and computer,i find it easy to use with the stylus.I have it set up as digital photo frame,its so handy having it in the kitchen,my comp is upstairs.M freinds and i use it all the time to look stuff up on the net,and i love checking the weather.I didn’t do anything to it just threatened to pack it up,sorry if you are all having problems,i was real pissed that first week.
I have sent my T Hub back, telstra were quite good about it…eventually. But likewise I have to ask, why are these things still being sold?
Personally i know of 3 other families who, when the conversation came up about T-HUB admitted they had all bought one but had reverted back to a new handset. Call them over affluent, but none had bothered to return or evevn complain about them!?
Count the number of complaints here, look up the number of complaints received at your stores and then multiply it to see just how useless these units are.
They should NOT be on sale.
This gets me to a bigger gripe I’ve shared with more and more friends, the problem with your stores is that the people there are ONLY interested in sales, ask one question that vaguley hints that there wont be a sale at the end of it and soon youll be talking to a zombie.
Just transferred to ADSL2 (from Next G wireless) and purchased a T Hub at the same time. The ADSL installation worked well, without a hitch, but the T Hub crashed midway through (managed to update software though). Finally managed to install unit but screen freezes after about three hours (when the clock is displayed when the unit it is in standby mode even in the middle of the night). Only way to reset is to remove the battery. Unit has frozen about ten times since (3 days). Took unit back to Telstra shop and a replacement is to be sent out. Will keep you posted.
I have been putting up with the constant freezes with the t-hub (on my second) which did not get any better from the last firmware upgrade. Since there have been no recent firmware upgrades, I have decided to give up and trash it.
It seemed like a good idea but I have found that hardware is slow (especially compared to my mobile phone), software very buggy (freezes) and the handsets are appalling (failing to recharge from flat)
This is our second set of handsets for this T hub. Very frustrating. Telstra cannot get it right in my view. Will be purchasing new units in the new year. Not with Telstra.
Our T-Hub will not stay on. It continues to reset itself before you can do anything. The home screen is lucky to stay on for 10 seconds before it turns itself off and restarts again.
Is this a problem with T-Hub or our unit specifically.
You know that the “T” in T-Hub stands for Trouble!
Call T-Hub support. They might send you a new one but like countless other customers including myself, you will probably never be satsified because at the end of the day it is a lemon and you will wish you nev er got one. We dont use ours anymore despite revceiving a replacement. It’s still in it’s box and it’s an $11/month dust collector!
And yet, there are others who have never had an issue.
It’s obviously inconsistent based on comments here, but I’d like to get an idea of the statistics so it could be judged on real numbers.
FWIW: I had one (tablet) replaced because of a dead battery after 9 months. The new one had a later firmware revision, but again, its worked ever since I took it out of the wrapper.
The handsets have always worked, and never had charge nor battery issues, including leaving the handsets out of the cradle for more than 24 hours.
Maybe I’m lucky, or maybe it’s a minority. However, if it was a minority, they wouldn’t keep selling them, because the problem would only escalate and end up costing them more and more in terms of support.
after having a T-Hub for about 14 months (and having to replace 2 units) it’s time to concede defeat… The latest unit has decided to die (either power supply or battery) but leading up to this we noticed an increase in wi-fi drop-outs, freezes and echoing when in a voice-call. Support tried to fix echoing, had a techo come out and he told us might be t-hub, might be filter, might be line in house, apparently ordered a new t-hub (6 weeks [or more] ago) but hasn’t arrived. time to get a tablet instead me thinks
DONT BUY THE T_HUB ITS A COMPLETE WASTE OF MONEY
this is my second T-Hub and it is exactly the same as the first on, constant freezes, continues to ring after being answered by the linked handset. battery lasts probably an hour off the cradle.NOT HAPPY AT ALL, a complete $300.00 waste, I could of bought a net book for that
Hello Brendan,
Where have you disappeared to lately?
Have you given up on trying to help these poor unsuspecting clients of Telstra?
I had five replacements of version 1 of the \T-HUB\ with no joy.
I’m now on \T-HUB\ version 1.5, 2nd attempt = 1 replacement already and still no joy = \LEMON\ from both a hardware and a software perspective.
The main reason we persist with the \T-HUB\ is for the package benefit and not for the unit itself.
My partner likes to stream radio from the \T-HUB\ which is mounted on the wall in our kitchen. At initial connection to a radio channel/station it is strong and clear but after 10 to 15 minutes the station starts to drop out and as time goes by the dropouts increase in frequency and for longer periods until the station is lost completely.
This is only one of several bugs with the \T-HUB\ but it is our main issue at the moment.
IMHO it is a hardware issue with a component on the circuit board in the \T-HUB\ relating to the wireless stream which would appear to be \stressing out\ under load due to overheating which appears to be advanced or retarded by the current ambient temperature of the location of the \T-HUB\ panel.
Please telstra stop flogging a dead horse, dump this crap and give us all a fair go by building something that works.
So we got a T-Hub yesterday. Apparently it wont play any music files transferred to either a USB or the SD Card provided with the T-Hub. Actually, it played about 2 seconds of a song that had been preloaded to the SD Card and then stopped. All compatible music files have been tried (MP3, WMA, etc) with none working. The T-Hub also freezes occassionally when certain songs are selected to play (but the songs dont actually play though).
Very disappointing……
Ouch. Since the preloaded music on the SD card that came with the T-Hub doesn’t play, it’s probably in the OS.
Does other media play (eg, video, and Internet Radio?
That could help narrow it down, but I’d be putting in a call to T-Hub support right away.
Have had one since Dec 23 as a “bonus” to bundling other services. Having the issues mentioned above. A really poor item indeed. We are returning to our standalone phone today. What a waste of time for all concerned from developers all the way to consumers. I am sure there would be a lot of these now in garages and landfills across the country.
please Telstra Support People – i need another battery for the touch panel – i went to the store and they gave me a number to ring – i’m supposed to buy one from the telstra shop according to the “user guide” – the number i rang a sent me out a corded phone (useless to me) and were supposed to send some packaging for me to send the ENTIRE HUB and TOUCH PANEL and PHONE (!!) back to them for an investigation for an unspecified amount of time with an unspecified set of outcomes ….all i want is to buy another battery for the touch panel …
An update – phoned 1300 number and they said they will send out a new thub and I can send the old one back afterwards ….a much better outcome from my December response ….this is much better service
Another update ..jan 24 ..new thumb has arrived and is now working ….a software update arrived that seemed to fix a connection problem I had with the cable modem (bigpond) and now everything is sweet except need to register second handset with base …. !!!
THats t hub not thumb ….Ftsc …
See previous comment 24/12. Took the NON FAULTY (telstra’s words, not mine) home and plugged it in last night. Guess what, screen froze again. Rang telstra complaints line and they will send out a bag for return and will cancell contract. By the way, I received a lovely letter from Peter Jamieson who is the Executive Director of Customer Service and Sales who said that they had FULLY TESTED the t hub and found that all components are working and connecting correctly. SORRY PETER, I AM NOT AN IDIOT. You only had to leave it running for a few hours to see the problem (as I explained in the cover note with the faulty unit).
Well so the ongoing complaints continue and still all I see/hear is deafening silence from Telstra on this product in terms of real solutions.
We are on our second T-hub. Personally, no issues with the handset at all. Functions fine and battery life is good. The Hub. Well what can I say that hasn’t been said before? Still freezes every time we access the weather.
I know some on the forum are cynics and claim that there’s functions and never had an issue. These people are definitely in the minority when you look at this forum and the volume of people complaining. When o when will Telstra act to make the product function as advertised? I suspect the answer is never. Shame shame shame.
Just brought a T-HUB, rep on the phone informed me that it would cost less than a normal Telstra phone, the initial fee of around 40 – 50 dollars then one dollar per month for 24 months as apposed to an up front fee and 3 dollars per month for 24 months with the standard phone, seemed attractive, then I read 4 different threads bashing the crap out of the THub and was laughed at by people I know whom HAD a working one once. I am skeptical, I hope i am proven wrong, though Telstra do not have a good track record they still beat the crud out of optus. Fingers crossed.
my t-hub is cracked screen fell of kitchen bench telstra says can not fix it for me im willing to pay but telstra does not know any one to help me can anyone help me
Hi Lorraine. I will ask for you.
Did you find out?
We had ours sitting infront of our microwave, it then beeped & our 2 year old ran up and opened the door trying to help, but in the process knocked it off the bench and smashed the screen
I hope the repairs aren’t too expensive.
Well, I’m on holidays interstate and i was wondering why I couldn’t get an answer from my daughter on the home phone. Turns out that the T-hub isn’t making any noise or giving any indication of an incoming call. Luckily, we have an old Telstra cordless in parallel that *does* ring in one part of the house. On hearing this, I asked my daughter to call T-Hub support. Despite a notation on my record that I’d had to reset my base station not long before, the support person just told my daughter to reset the base station again.
I’m starting to think that I’ll need to text home and ask someone to reset the t-hub every time before I call. Not an indicator of a good product.
I think I’m just about out of warranty soon too, so I suppose I can expect even less response in the future. What’s the chance of getting the back door re-activated when the warranty expires, so I can try to make something useful out of this white elephant?
Update from my 29th December post. Still no bag received to return faulty T-hub (2 weeks ago) Another call to TELSTRA after going through the usual security checks and was promised another recovery bag within 7 days. After reviewing previous posts from other customers, I can certainly sympathize with them. I have been a loyal Telstra customer for many years but my patience is starting to wear thin. I have since spoken to others about their T-Hubs and most have given up on them as being faulty and unreliable. Thanks Telstra for the experience although the fat lady hasn’t sung yet.
One has to wonder why if so many people have had really bad problems with this one device of Telstra’s why they simply could not say “we messed up and we are sorry” and “here is some small compensation” instead there is NO reports of “WOW this is a really great piece of machinary”. Who is running the show from the consumer end of telstra…..trujillo is gone now so maybe someone should actually own up to making a mistake and try to make it right for folks who really want to believe… or maybe they eant the share price to tank?????
I’m having problems getting my t hub to sync with my handset,I have only acheived this onceout of over 10 attempts.Due to this fact we have lost heaps of numbers because the tablet needed resetting the other day and any numbers not on the handset yet were wiped.It is not automatically syncing at all
Please contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it over the phone or get you a replacement handset. Brendan.
We have had 2 replacement THubs sent since early December, and BOTH have the same problem – neither will connect to the internet! Doesn’t like the password, though it is fine on our computers, printer, etc. The old one accepts the password, but it has so many other problems it is costing us business every time it fails. They are now sending a third replacement but each time we have to send the faulty one back before the next replacement – this is just so time consuming, first waiting for a sachel, then sending the faulty replacement, then waiting for the next replacement etc etc etc. We only persevere with it because we like the plan it comes with.
Had the T-Hub for 1 day when it froze. I am sending it back & not getting another one. Very poor form Telstra in selling a product that has so many faults.
like everyone else i purchased packaged deal from telstra store . all was giing ok apart from few connection issues and then all of a sudden phone connection went too contanly busy. we caled telstra theynsent tech out and he infirmed us the thub was faulty and too get reolaced. i called the number supplied they said they would send replacement straight away that was over 14 days ago now and as yet i have not seen the replacement ir heard from anyone at telsra over this issue. no good going back th the store i boughtbit from they just say too call the number and tgey wikl organise replacement. just as well im not hanging of a cliff waiting fir anything too happen cause i woukd be in deep trouble. the service that i have been getting is absolute crap and when or if i get the new one i will be returning it with a very nicely worded message too olace it where the sun dint sun. now low and behold the tbox that i also putchased has gone capput wonderful dealing with an aussie compony trying too keep my vert hard earned money in the country. lets see if this message can get any responce from what i feel is a pityful excuse for customer service.
Hello Dean. I’m going to follow this up for you right now.
Update from 11/1. Still no recovery sachel received as of today 23/11. I managed to contact Telstra last friday (after the usual ring around and security checks) and I was promised they would look into it. Apparently the delivery address was wrong. Not so as they still managed to send the bills out on time and to the correct address. Fingers crossed. This whole experience has been so frustrating and a complete waste of time. I feel like billing them for my time spent. Thumbs down from me on this one.
The T-Hub would rank as the worst purchase i have made in the past 10 years. The device freezes, blacks out, like everyone else i purchased the T-hub from a Telstra store. However, the spirit of customer service, they refused to aheve anything to do with it and referred me to Telstra. I called Telstra and a replacement was sent out. Surprise, surprise, the problems continued. I called Telstra once again and yet another device was sent – same story. This time I called Telstra and demanded my money back. The staff (somewhere in Asia with Aussie accent to match) agreed to process a refund but advised me that it would take 3 months to process a refund because that was a Telstra policy. This service from a national corporation is totally unacceptable. Despite Telstar going on record as stating that they were making efforts to rectify issues with the T-Hub and a higher level of customer service; my experience had been far from satisfactory. I have read the corporate spin from Telstra in this thread; however, your excuses are not acceptable – we need action with a clear mandate to your colleagues in call centres to resolve this for your fee paying customers.
I purchased a T-Hub & a T-Box Package through a Telstra store in Sept 2011 & was promised free installation with both units I thought GREAT !…From day 1 the T-Hub has played up particularly the WiFi which keeps dropping out it is connected to a Thompson TG7821 modem. It stops & starts , Freezes, drops out continually reset numerous calls to Telstra offshore call centres to no avail they offer to send a satchel in 6-8 days to collect the faulty item. Telstra said they would call out but required $180.00 to do so which I refused finally a Replacement was sent in Jan 2012 along with a Telstra Technican guess what this one DID NOT WORK EITHER IT FROZE straight away. The T-Hub WAS ALSO REPLACED AS IT DID NOT WORK FROM DAY1 at all nor did the second T-Hub work however after a lot of fiddling I think it was the original hand peice that was faulty time will tell however I am over paying for these units that do not work & having to speak to offshore personal who cannot give a satisfactory solution
Hi Len, I’ve asked for someone to give you to assit you. Brendan
I have happily had my T-hub for a year now with no problems but this week I suddenly cannot dial any members of my groups, I can only dial directly from each contact. This is because the call icons against each group member has disappeared.
Has anyone else had this problem come up on version 1.14G?
Another software update and STILL the T-Hub freezes and is a basic all around dud. Still unhappy, still displeased that Telstra seems to be blatantly ignoring or to deal with all of the reported issues.
Yep I agree no change
My T Hub has to be the biggest pain in the rear end that I have ever wasted money on. I was lied to by the Telstra shop that I got the damn thing from. It freezes up constantly and sometimes I get no dial tone and I have to re-start it. Sometime I can answer a call and sometimes not. Is it just me with fat fingers perhaps? Do I need a technology lesson or am I just a Grumpy Old man???
Hi Geoff. Please contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it over the phone or get you a replacement. Brendan.
Im still waiting for my return bag to be sent out to me so I can return the bloody thing and get my money back, can some one from telstra who reads this please contact me so I can give the details AGAIN
Paul Lees
Hi Paul, I’ve asked the T-Hub team to look into it for you. Brendan
I believe there is a safety issue with all the T-Hubs and phones supplied, as with the freezing problem on both the T-hub and handsets, how long before someone dies because they cant dial 000 fast enough as the hand sets lock up and the T-Hub freezes, as there is a safety issue here a full recall can now be instigated, I would suggest all people with probs with the T-hub and hand sets start emailing dept of fair trade…….
Paul
I totally agree.
Being a previous victim of this fraudulent piece of equipment i believe we, the consumer, have the best truthful knowledge regarding the disgraceful lack of systems testing conducted, the continuous issues that remain and the absolute disregard for customers by not resolving the issues. This is pure greed by Telstra to continue to retail this equipment and it just shows the hide of them to continue reaping the dollars for such an obvious failure in technology.
Additionally, the the vast majority of issues are with the hardware but we are led to believe that a Telstra Rep can fix it over the phone. Other than that, there is an immediate offer to replace the equipment which is an absolute indication that they recognise this system is sub-par.
Let’s put an end to this woeful T-Hub and if you are all willing to come with me to Current Affair, Today Tonight, Fair Trading, 2UE and 2GB to expose the T-Dud for what it really is then jump on board and reply to this message.
Let’s see how long this post stays on for…….
Hi Jamie, yes its time we all acted in getting this T-Dud removed from sale until they can prove its worthiness, please email or call the dept of fair trade, they will give you another number to call to report the device as having safety issues, IE: both the T-Hub and hand sets lock up thus preventing access to dial 000, Im hoping to recieve my return bag this week, three weeks after requesting one to send the machine back
Cheers
Paul
Hi Paul, We’re concerned to hear that your handset is locking up. Can you share your account details and a contact number with my so I can have someone call you right away? Brendan
I fully agree with Jamie’s statements in reference to Paul’s comments.
The T-Hub is a lemon looking for suckers.
Agreed. Time for Telstra to ‘fess on on this Turkey.
If a Telstra Customer can’t dial 000 on a Telstra piece of equipment (and Telstra are aware of this fault, as is evident on this comment board, and yet still supply the equipment) then this sounds like a slightly more serious issue than just bad sales and marketing. Why not supply a back up phone that works in case you actually need to make a call on it?
Current Affair love this sort of stuff don’t they?
One of the handets won’t work, we answered a call a few days ago and it said “Busy” the last million times it did this it fixed itself, but this is starting to really bug me as i run a business and can’t use both handsets. What can i do to fix this??
Hello Tammy. Please contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it over the phone or get you a replacement handset(s). Brendan.
Hi \nI have had my Telsra T-Hub unit for sometime now and so many different issues which is so frustrating/annoying and generally a pain in the butt. Freezing issues, Most times times will be web surfing or checking email stupid thing keeps restarting or have to login in time and time again. Then the odd error such as script issues, upgrade browser, transmission probs just to name a few. What am i to do about this? Please help muchly appreciated.
Thanks.
Hello David. You can contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it over the phone or get you a replacement. Brendan.
Turkey-Hub. This could just be the thing that motivates me enough to sign up with someone who actually cares what their customers think. I won’t repeat the technical issues we have had with the Turkey Hub…they are the usual little things like the product not working……but why still continue to sell such a poorly thought out and made device? This must be costing more in lost customers than sales? Waiting on the phone now to resolve the billing issue plus the return bag.
Hi Sean I too am waiting for the return bag so I can send mine back and if we are lucky will see the credit not refund applied to our bills within three months, Im onto my second T-Hub and hand sets and are just a dismayed with this one as the last, I am recomending everybody lodge an email complaint with the Dept of fair trade, it is now a safety issue as the handsets lock up also thus no way to ring 000, it is unacceptable for us to have to put up with this crap
cheers
Paul
I am unable to get my second handset to synchronize contacts. I spent over an hour last night on the phone to technical support and they were hopeless. Handset 1 synchronises, but not handset 2, although it did at first. I have tried removing the battery and turning the hub on and off, but no luck.
Last nights conversation with tech support:
Me: I need help with t hub
Tech: I have looked at your account and you don’t have a t hub.
Me: I’m looking right at it
Tech: let me put you on hold for a few minutes……
Tech: take the battery out of your handset
Me: while I’m talking on it?
Tech: you’ll have to call back on your mobile.
Me: I just waited 20 minutes to get through to you! Give me some other troubleshooting tips please.
Tech: you’ll have to call back. If you don’t want to wait, call back at 3 or 4 am.
Hi Marilyn. We apologise. This is completely unacceptable. Can you pls send the details of your call using this online form. So that we can investigate this?
In the meantime, has your problem been addressed, if not we’ll arrange for an expert to call you on your preferred number.
Previously I reported I was happy with the version 2 hardware – it was working well… then a couple of weeks back something happened. I don’t know what but it seems like a case of ‘don’t fix what aint broke’
As mentioned previously it was running smoothly – couldn’t have been happier… but then a mysterious software upgrade occurred which didn’t seem to obviously do much except remove an icon… however the t-hub freezes, becomes very slow whenever it goes into standby mode. when you wake it up it is sllooooooow.
What happened?
Also when you save phone numbers from white pages to contacts (which is fantastic) it’s great to the T-Hub but not to the handsets – it seems the handsets don’t recognise the +61 that white pages automatically saves to the T-hub. so then if you want to edit the number you can’t just simply delete the +61 as you have to delete the whole number and manually type it in… so it’s a FAIL.
p.s I can’t check email on it anymore either – it logs me out when ever i click to open a folder.
Thank goodness for this forum. I was about to get a T Hub and pay for additional services such as Foxtel, etc. After reading your comments I’ve decided to go elsewhere. Thank you all for saving me my time, money, and patience.
Ahem. The T-Hub doesn’t deliver Foxtel. That’s be the T-Box.
I have both, and they both work.
I know people have had problems, but I also know about a dozen people now who have one or the other devices, and guess what, for some reason, only one has had a problem, and the T-Hub was replaced within a week, and since then, no issues. Oh, yeah, my T-hub needed replacing because the battery died. Also doen within a week, and no problems on the new one. Both handsets continue to work.
Remote on T-Box died after 8 months or so. New one delivered 3 days later. No problems since. I’m now about 14 months into the contract.
I’m on my third T-Hub and 4th handset replacement…and still have to reset at least once a week. Handset is okay now, but am very disappointed with the T-Hub and all the problems we had in the past such as freezing, loosing conection etc….and now safety issues re dialing 000 are a big concern. I’ve had it since March last year and will look at returning it as a pile of junk. Yep the THub is a turkey.
Hi Poppy. If you’d like me to get the T-Hub team to investigate, then please use this form to send me your account and contact details. Brendan
Would like to purchase a T-Hub over 24 months @ $11.00 per month but unable to do on the online shop – have to purchase outright yet with the T-Box you can – is this an error on the online shop website?
Simply don’t have the time to go to a T-Life store.Last time I did , I stood around for an eternity waiting to be served.
Hi, we have had 3 t-hubs sent to us. With one, one handset worked but not the second. They all constantly froze, the battery life on the handset was non-existent. We sent back the third t-hub and are paying $11.00 still for that plus $12.00 for number ID and message bank. Don’t know what to do! Have foxtel and broadband bundled and no landline. It is the worst product I have ever come across and creates huge stress. Keep calling help desk and they try to fix the problem but product just doesn’t work. At end of my tether!
Thembi, Can you send me your account number please and a contact number? I’ll have somone call you. Brendan
Have had T-hub for just over a week and finding it quite good. Am a bit disappointed over the filing order of numbers. Why are they filing by first name not surname? Called the support centre and was told thats the way it is and there is not option to change this!!! How great would white pages work if we changed the filing system to this?
We have had our T hub for over 12 months and during that time it has been nothing but trouble. It has had the same problems as those listed in previous blog comments. I looked up this site to get the helpline phone number, but after reading the comments that the replacement phone/s are just as bad as and in some cases worse than those returned, we are reluctant to have a replacement.
Unfortunately we paid for our phone up front so there is no chance of returning it and ceasing payment on the contract.
It was interesting to read above that 50,000+ units have been sold to date and that they believe most are happy with their purchase. how many customers have suffered in silence and purchased another more reliable phone ?
There is one word that describes the quality of this product… RUBBISH!
Hi Peter, I’d like to have someone from the T-Hub product team call you and make sure you are happy with the T-Hub. Can you please use this form and send me your account details and a contact number. Brendan
I am very dissappointed with this product, I do not believe that Telstra are not aware how poor it is, they obviously are not worried about the dissatisfied customers.
Hi Nick, have you callled the T-Hub support team with your concerns? You can contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it over the phone or get you a replacement. Brendan.
I have been a very happy THub user for 12 months and still am, except that like Tim reported on the 7th Feb, a firmware upgrade has caused a problem in that the contacts within the groups cannot be phoned, as the icon to phone them has disappeared as has any way to edit the members of groups.
The firmware version is 1.14G.
Can I ask Wanglese to check his Thub for this problem as I know that like myself he has had no real problems with the device.
GeoffM
Had my T-Hub replaced because of a battery failure last year.
My firmware revision is B1107H which I think indicates a second hardware revision(?).
As with the previous device, it, and both handsets work without any dramas.
I DO have a criticism (not just against Telstra), and that is, that we KNOW it was the battery that died, because there was still voltage coming from the adaptor, so why I couldn’t have simply been supplied with a new battery ( for instance by going intoa T-Shop) escapes me. It must have something to do with maintainence procedures, and warranties.
I note that the new DSLR camera I bought my wife for Christmas comes with a replacement warranty, and that is, that if even the only thing that goes wrong with it is one of the lenses, the whole kit gets replaced. Which again, is probably wasteful.
Imagine if you bought a car, and within the warranty period something broke, and they gave you a whole new car