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
please >> when i entered on facebook there is no arabic fonts . please just tell me ..because i like t-hup ..
Is it possible to link T-Hub calendar with google calenar?
A big thanks to Telstra Customer Service especially Brendan for organising my refund for the T Hub.I received the credit on my bill today.
Cheers.
You are most welcome David. I’m here should you need anything in the future. Brendan
Oh wow your lucky all I get is a million useless replacements and no refund offered. I am highly doubting I will re sign my contract on my net and phone after all the crap I have been put through. My dad worked for Telstra for over 25 years you’d think they would at least TRY! Over trying nothing is ever done THUB IS A PIECE OF CRAP HIGHLY RECCOMEND TO NOT GET THIS PAPER WEIGHT.
Can’t believe it, got sent a second one of these paper weights despite not agreeing to a contract for one. Now I need to return another one, and they tell me I will need to pay for the $10 delivery and pay for the box and in two billing cycles I will be credited. The law in Australia is that an invoice must be correct and that a credit note must be issued for any over charge. The customer does not need to pay for the mistake of a supplier and hope to recover the monies. I will pay the correct bill and if Telstra cannot understand this, and can’t stop sending me these unwanted hubs, boxes, whatever they are, the ombudsman will need to be involved.
Hi Stephen. I’d like to help and get this investigated. Can you please use this online form to send me you account and contact numbers please?
That’s what I been through over and over I sent the numerous pieces of crap back and never heard a word back since, DODGY!!!
Hi, changed wifi modems, worked great settin up other pc’s, printer, phones,.. t-hub not acepting new modem, does it accept wpa2 security?
Last modem was wep only, and acc go hacked a few times.
Is it possible to order more handsets?
Hi Paul. Yes it is. Give the dedicated Telstra T-Hub support on 1300 136 841 – the team will be able to help you out.
help, I came home today and my thub has the lost internet connection and now when I do a wi-fi n/work search, it will find my n/work, i put in the security key and it connects, it comes back and says the touch panel is connected to my wi-fi modem…but after I press ok, it then does another wi-fi n/work search and keeps going through this cycle.. I powered down etc but I cant get it to connect. Dont want to do a factory reset, because its a pain in the butt to set up the phones etc, can anyone help?
Hi Gary, please contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it, update it or get you a refund.
- Sunil
I’ve been trying to change the ring tone on my new thub screen, but it doesn’t work. The current tone is actualite, but no matter which I choose, it comes back to actualite – which I find nerve wracking!! Please advise.
Hi Joan, please contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it, update it or get you a refund.
Hi Joan, please contact Telstra T-Hub support on 1300 136 841. The team will see if they can fix it, update it or get you a refund.
- Sunil
had my t hub for five weeks has been reel good now i get an update to day now my t hub will not boot up rang telstra and they told me to remove battery for ten sec did that and still no good now it has to go back to them to get fixed and its the new model sow much for there software up date may just tell them where they can put it now and i have to keep paying for the t hub while its stuffed not good telstra
Hi, I’m having trouble with the t hub handset…we have tried to use the phone to make a call..but when we go to dial the number it comes up with busy on the screen, like the line is in use..I cant locate the handbook to troubleshoot, could u please advise of a solution for this problem…I’m assuming its an issue with one off the handset lines
thanks so much – Rachel
Have the same problem, phone line busy cannot call out or in
Hi Alan. Have you contacted the dedicated Telstra T-Hub support on 1300 136 841. The team will see if they can fix it or get you a new one if the issues persist.
Hi Daniela, since my last comment. We waited 5 weeks to get the recovery bag and we sent the product end of may. Now it is mid June and Telstra advises that they cannot refund my money Until they received the product. I do not see why I would need to wait until Telstra warehouse receives the product. Bearing in mind you are still charging my account for its use when in fact I have not been able to use it. This is a very frustrating process and I wish I never purchased such a poor quality product.
It would be great if the THUB could import mobile contacts by inserting mobile sim card.
I got the T Hub about 2 months ago.Have not had any problems till now. I was given the second cordless handset with the T Hub and last week the readout completely disappeared. (nothing on the screen) have tryed lots of things but to no avail. Can you help.
Hi Murray. Have you tried to call the Telstra T-Hub support team on 1300 136 841? The team will see if they can fix it, update it or get you a refund.
Yes,well I guess I should have had a look at the “Handset troubleshooting steps before posting the request for help. I did find it and followed the instructions etc and guess what?? Say no more .
My thub touch pannel has frozen since yesterday , it doesn’t work even if I restarted several times ,
I can see call coming through but I can’t answer as the tough pannel is not working
Thanks
Hi Shyam, Sorry to hear that. You’ll need to call the Telstra T-Hub support team on 1300 136 841. The team will see if they can fix it, update it or get you a refund.
Hi My T-Hub does not work and every time I ring the telstra call centre I end up very annoyed and upset at the length of time it takes me to get through to a person and then they do not appear to understand what the issue is and in the end I am left with paying for a faulty T-Hub. Is there some way of getting this resolved apart from contacting the ombudsman?
Hi Narelle. Can you forward me your account and contact details please and I will ask the T-Hub team to call you. Brendan
I have received excellent service from Telstra re my t-hub. However, I find that I can’t search for contacts on my new handset – there doesn’t seem to be a search facility. The only way to search is to scroll down through loads of contacts. Is there a reason for this or am I doing something wrong? Joan
Hi,
whenever our t hub recieves a call, our internet is interupted. Both internet and phone are on the same phone line with a filter/splitter. We did not have any problems with the previous phone that was plugged in. Is there something we need to do to sort this problem out?
Hello Keren. Have you tried to call the Telstra T-Hub support team on 1300 136 841? The team will see if they can fix it while on the phone to them.
approximately 2-3 weeks ago I rang the supplied number here and ordered myself an additional handset for my Thub. The salesperson confirmed it shouldnt take more than a single week, probably 5 working days he may have said. I settled for a white as they dont have black anymore, and my THub is black.
Today, since mailman has been, I still have no new handset?
I guess my question is how long should I be waiting for?
Hi Paul. I’ve sent this off for you and you should have someone contact you soon.
Like many other Telstra customers above on this thread, I signed up for the T-Hub and was sent faulty equipment a couple of weeks ago, in June 2012.
The problem is with the battery and/or the adaptor and/or the connection. I cannot get more than 2-3 hours of use per day, and then it shuts down and takes ages to re-charge.
I spent all last week on the phone to Tech Support, and jumped through all the hoops, with three different activation codes provided for voicemail (which failed each time because of power failures) until I finally managed to activate voicemail while the tablet was actually glowing green for a short time.
I have scarcely been able to use it since. The tablet spends most of its time dead, or with the battery icon rapidly falling, and the beeping at 10% and 5%, then switch off.
Not surprisingly, I have become very upset with the tech support people on the hour-long calls I made nearly every day last week. I have had to repeat the problem at length to a different person each time, and jump through the same test hoops each time, all with the same increasingly obvious outcome. It has been exhausting and frustrating.
At the end of last week, when I finally lost my temper, Tech Support told me, “this is what I can do for you madam” (as if I am in receipt of a great favour)…
I am required to dismantle the entire set-up, put it into a post satchel and send it to them for up to 8 days, so that they can check to see whether the equipment is actually defective – the implication being it could all be my fault, which I find insulting.
They might then send me a new one, and in the meantime I am supposed to pay for a service I cannot use. I have already had my first bill for this dud equipment.
This is not the way to do business, Telstra, especially for such a large and critical organisation on which many older people who live alone depend for reliable service.
Telstra should immediately replace mal-functioning equipment, without any delay, and without further questioning of the customers’ bona fides, particularly given the record of mal-functioning equipment already posted here, and to which you have responded as follow:
“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..”
I have called this number constantly for over a week, and spoken to just about every technician there. “We’ll swap them over” is just not good enough, given the time this will take to do by post, and the time I have already wasted.
I should be able to walk into the local Telstra shop, with an emailed note from Telstra Tech Support, and swap my dud equipment over on the spot, not wait for more than a week while technicians investigate whether I am telling the truth.
Or how about if I send you my account details, including my postal address, by email, and then you organise for me to be immediately sent a new T-Hub with functioning battery connections. I will then send you back (in your prepaid post pack) your dud T-Hub.
That way I experience no further problems, or unnecessary delays and expense, and you can take your time in fixing up the dud T-Hub.
Hi Peta. I’ve sent your feedback to the product manager. Would you like me to have them call you? If so please email me your contact and account number at exchange.telstra@team.telstra.com Thanks, Brendan
What a joke, told me they’d call between 10 and 12 today – NOTHING – rubbish service from a rubbish company
Hi Alan. I’ve asked the team to look into this.
Thanks Brendan but the problem is once again today they were supposed to call between 10 and 12 – when did they call – 8.25.
There’s a reason I asked them to call between 10 and 12 as that’s when I was available. I know they’re in Sydney but surely they realise that given my account is in Perth I’m on W.A. time?
Finally got a call at the correct time. Could hardly hear the person for the heavy metal music in the background and after half an hour all they could tell me was they couldn’t tell me if the recovery bag had been sent or not. 2 weeks after their useless piece of junk died when trying to download one of their own upgrades still no replacement and still no sign of being able to rid myself of the black block of useless plastic taking up bench space – LIFT YOUR GAME TELSTRA
Ok this will be the last time I waste my time contacting you guys.
I had around 5 replacement t hubs in the span of 2 months. ALL t hubs were faulty and was told to send them back WHICH I DID and we would get the problem sorted when you receive the items. THIS WAS OVER 3 months ago!!!
Wtf is going on?? I am not filling out another zillion forms u guys already have my details I want answers!!
We still pay for the t hub even though we don’t have any anymore and stuck with a cordless home phone that belongs with the t hub THAT CAN’T STORE NUMBERS because there is no t hub to sync them from. It’s bull crap I am sick of being run around and ignored!!!
My dad worked for you guys for over 25 years so I thught you guys would at least try to make a past employees family member happy but nooooo u ignore.
I want something done or I will take things to an obnosmann.
I hope to get a reply before 2030.
Hi Bianca. I can see you have had a really poor experience with us recently and I want to change that. I have asked for the product manager and the team to get in touch with you. Brendan
Hi,can you please tell me what the latest update version # is?
What is the expected date for the next update?
Are the updates firmware or software updates?
Thanks.
is it possible to link the thub calendar with a google calendar ?
Hi.
Brendon, questions.
Recently, we have been getting phone calls that ring for like 2 seconds, and then the starts recording from our phone to our message bank, and then we get a new message on our phone which was recorded from our phone with us talking in the background.
I have recently disconnected the hub and supplied phones, got a cordless phone setup, and this no longer happens. Can you guarantee this wont happen again if i reconnect hub and phones? As it only happens when the HUB and supplied phones are connected.
…..
My HUb is sitting on my bed side table collecting dust. Has there been any changes to the browser and the silly HUGE scroll bars? I mean, flash rich websites simply don’t run. No downloading files which can be stored on the SDcard. website which pop up pages like centrelink, simply won’t work. Is the hub going to get chrome instead of opera?
Cheers.
Still a T-DUD!
Yep. Here I am 2 years on and the T-DUD is still just that. Still freezes up, still stops and restarts for no apparent reason.
I am shocked and amazed there has STILL been no national recall on these darned things.
Shame that Telsra wants to build goodwill and wants to maintain its position in the market and excel in customer service and here we are with this lemon that they just do not seem to care about, in fact seem in denial about. Shame.
Hi Anthony. Sorry to hear your T-Hub is freezing. You can call the support team on 1300 136 841 or we have a new model T-Hub 2, just released. The team over at CrowdSupport will talk to you about the offers we have for T-Hub 1 customers.
Brendan – Can’t find any info about present T-Hub 1 customers’ offers available for the T-Hub 2…….????? cheers, Sam
Hi Sam. There are a couple ways that you can upgrade to the T-Hub 2. You can order it online yourself via our online shop or for a more personalised touch speak with one of our Live Chat team who can assist you.
When I am using my normal Touchphone my T Hub rings sporadically. It is not dependent on the nature of the phone call. ie: Locally originated or received. I rang the T Hub helpdesk and went through a reset – this has made no difference.
Regards.
We were given a T-Hub 1 recently when we nenewed our contract.
At the time we thought it was fantastic, but having just got around to trying to get it going today I can see why it was tossed in as a freebie.
The second stage of getting it connected to our wireless modem and it does not recognise the password; yet every other device we connect using the password works straight away.
The modem is a Belkin F7D2401v1.
Has anyone else had this problem and worked out how to fix it?
The renewed contract agreement does not look so good now; very frustrating.
Hi Stephen, Please head over to CrowdSuppot and ask the team there. They can get you an answer. Here is the dedicated page for questions.
Hi Stephen, Please head over to CrowdSupport and ask the team there. They can get you an answer. Here is the dedicated page for questions.
Stephen,
I have found the THub won’t connect to anything but a Telstra modem, silly I know but I suppose it’s a way to protect their brands. I found the same problem trying to use a Telstra modem on an Optus adsl and it just doesn’t accept the foreign passwords.
What a crock.
I tried to use the ‘update software’ option and it said I wasn’t connected, even though I am.
I can’t load the radio stations I want – it always comes back & says cannot be played by the T-Hub – try again later.
If I do connect to a radio station (albeit not the one I want) it goes for a few minutes and then starts dropping out for a few seconds at a time.
Hi Phi, I’ve asked the T-Hub support team to get in touch with you to help sove this. Brendan
Brendan I would like to speak to an Australian senior officer in reference to my T HUB which has now been replaced 3 times. I see that you people blocked my last message as I said about the offer I had been made by one of your Senior Technical people and realise you wouldn’t want that put out. I had to pay CASH $299.00 for my T HUB as I had a small acct No. owing to the fact I have been with Telstra all my life and I am 68. Never been treated so badly. You probably wont print this message again if not my next action is the Ombudsman which I think is my only hope.
In reference to my last message I have just received a call from Telstra saying they are going to sort out my problem.
Thanks in anticipation
Hi Les, Glad to hear we have contacted you today. I’m here should you need me. Brendan
Can anyone tell me why we all cant just return our t-hubs for a refund? If you purchase a product from a store and it does not do what is advertised you can return it for a refund. Why is this different? Are there any happy customers with T-hub? Also why are Telstra still selling this poor product?
Hi Carol. I sent you an email today. Please reply so I can have someone call you to discuss. Brendan
You asked if there are any happy customers?
Yes, I’ve had only one issue, a dead battery on the Tablet, after nearly 18 months of flawless service. It was replaced within 48 hours.
I still use it and the T-Hub 1 phones, in the T-Hub 2 environment.
Of the 6 people I personally know with T-Hub 1s, I’m the only one who has had a fault.
It’s fair to acknowledge that the T-Hub 1 has probably had more than its fair share of issues, but some of which (from some comments) may have been some peoples expectations that it was an iPad, which it simply was never going to be.
If it didn’t do the job, it’s obvious Telstra acknowledges that people have been less than satisfied, however, it’s also obvious that there were people who were completely satisfied, as has been evidenced by comments in other places as well as here, and Telstra offer an excellent upgrade path for those that want it.
FWIW, the T-Hub 2 is simply brilliant. It’s not meant to be a Galaxy Nexus, or an iPad, but it’s brilliant.
Carol,
If you want your money back and the shop will not give you back your money then you can go to the Telecommunications Ombudsman and they will organize it for you to get out of your contract with Telstra.
I have the t hub 2 and it is a crock. It is the most frustrating smart phone I have ever used. Anyone who thinks differently obviously have not tried a Samsung or iPhone or iPad etc. The T Hub 2 is only good for answering calls while working near my laptop. I have gone back to using my laptop on my lap while watching TV. Even Telstra support have not being able to help me. One call I logged took over a week and then rang me back on New Year’s Eve to tell me it was a known bug!!!!!!!!!!! ie call logs times do not sync with the t hub 2 correct time.
Regards,
Frieda
Hi,
I have a T/HUB which failed during a software update approx. mid June this year. At the time the THUB was about 2 months old. I reported the fault to Telstra and was told a recovery bag and loan phone would be sent and that I would need to send in the THUB. It is now mid August and I have made repeated calls to find out where the recovery bag is? The loan phone did arrive after three weeks. I called Telstra again last Sunday night and was told I would be called on my Mobile on Monday 6th without fail to see if they could send me a replacement. I am still waiting for the call.
Since the fault occurred I have been waiting > 8weeks, made four phone calls to the THUB number, been promised lots and I still have a THUB I cannot use and I am still paying rental on it, and there is no end in sight.
Can someone at Telstra please help me resolve this issue as it is very frustrating. I really dont know how to move this forward other than posting here or making a formal complaint which will be my last resort.
The Telstra reference for my last call was 1441755.
Thank you
Damien
Hi Damien, I understand your frustration. I’ve asked for a member of the T-Hub team to call you as soon as possible. Brendan
Brendan, Thank you for your help and followup.
I was called promptly after your post and sorted out how to move forward.
Pleased to say my new T-Hub 2 arrived yesterday and it is great. A significant improvement over the previous model.
Thanks!
Damien
You’re welcome Damien. Glad to hear you think the new version is great. So do I. Brendan
I have a THub 1 which I purchased outright and was replaced when the update was installed and it froze.. Now, I have finally managed to get out of Telstra and the crappy thing wont work unless I have a Telstra account?? NOT A CHANCE!
So, why can’t I get this piece of C@#P to work with my new isp????
You got a loan phone???? How does that work – our piece of plastic junk has been inoperative from beginning July – sent back 3 weeks ago – no response and despite assurances it wouldn’t happen we’re still being billed for something we don’t have anymore
3 weeks now since T HIB sent back and not a word out of Telstra. Still billing me for the thing despite agreement not to. Very poor service from Telstra – using your customers to test a product still in development and then charging them for the thing when it only works sporadically and still billing when the item has been sent back should attract charges from Consumer Affairs.
Hi Alan. Just a note to confirm that the T-Hub team will be in touch. Brendan
The object returned today with a letter stating nothing was wrong with it.
Went to start reinstalling and guess what – the same problem it was sent away for, gets half way through the start up sequence and turns itself off, then back on then off etc. etc.
Bloody hopeless!
Piece of crap – talking to Ombudsman tomorrow.
The T Hub truly must be the most useless piece of technology in the Southern Hemisphere and the Help Desk must rank as the most obstructive, condescending, patronising and frustrating department in India (it obviously is NOT in Australia).
Our THUB has frozen, like so many, many, many others and having read the above tales of woe I really do not expect a happy outcome to the problem.
We want OUT of Telstra and will certainly be seeking an exit from any contract with have with you guys – we pay almost $300 a MONTH for a substantial package and expect the products to do as they are portrayed when sold to you.
ALL THUB 1s should be recalled and replaced as there CLEARLY is a major problem with the device – however the ‘help line’ offer to send you a plastic bag to return the item – NOT GOOD ENOUGH.
Hi Graham I sent you an email today. Please get back to me. Brendan
I know exactly what you mean! I am trying to use mine for business. Its an insult that even though they are faulty as a device we are still expected to pay for them or pay for an upgrade. I have lost so many calls that now people dont bother to ring me as they just cant get through.
This T hub thing all of a sudden decides not to start up?How the hell do you do anything if the bar only goes one way and stops half way up tried turning it off , pulling battery out what is teh go
Hi Bob, Give the dedicated T-Hub team a call and explain your situation. You can call the support team on 1300 136 841 or we have a new model T-Hub 2, just released.
THUB 2 timings on the handset keep changing to sydney timings inspite of having changed to Perth time.Also on the tablets and handsets incoming call time shows sydney time and not the local perth time.
Could we have some software update on that please as it is very frustrating.
Hi Aspi. Thanks for contacting us via our blog. Give the dedicated T-Hub team a call and explain your situation with the timings. You can call the support team on 1300 136 841 or we have a new model T-Hub 2, just released.
This is my second T Hub. The first failed about 4 months ago, not long after I subscribed. I called up Telstra and was sent a pre paid package and returned the hub. I then got a note saying, basically, it was my fault the hub had failed etc and signed by Telstra Customer Services. The broken hub was returned to me.
I rang up Telstra and the person on the line gave a big sigh and said he’d send me another hub.
This T Hub arrived promptly with another pre paid bag to send the original back. About a month ago the new hub failed. It was when Telstra was having issues, as noted on the Website. And a new update was to be available etc.
So I have been turning my lovely T Hub on and off for a while now, hoping it will just, rather magically fix itself. It still says ‘new update available’ but is completely frozen. At least the handset works. tonight I read the original pdf for the T Hub and thought I’d reset it. So I did. Still frozen at the base set. I adore my hub when it works!
I am a bit loathe to ring Telstra on the weekend because the first customer service person was more likely out of Australia and the second person was definitely in Australia. But I will ring again on Tuesday, to catch an english speaker? What I am hesitant about is the potential for being played around with and another ‘user, it’s your fault’ letter (plus old phone. I hate being without a phone.
Hi Bron, I sent you a personal email, please reply. Brendan
I am very excited about getting a new THub. I love my tablet and look forward to the courier coming. Telstra listens and I have found that, in the 40 years as a customer. One just has to communicate!(and don’t yell or be rude)
Thank you Brendan. Community Manager Extraordinairre!!!
Brendan
First impressions of the THub2 = Much improved on the TDud. Set up wasn’t too bad but you seriously should look at making the messagebank process less complex to set up.
So, we have been testing the unit for the last week. Stability of the software is a thousand percent better than the Dud. We have not had one freeze or wireless drop out, even when the microwave is on (microwaves mess with the wireless signal). Thank God the platform is Android as we can take advantage of the apps.
Setting up Contacts was a chore and you need to look into simplifying the transfer of contacts from the users bigpond account to the device.
The speakerphone on the tablet is probably the best I have experienced in all devices I have owned. Extremely clear for both user and caller.
The handsets actually have weight and are clear and user friendly. Much improved on the Dud.
HOWEVER – here we go. Since the 18th August, the tablet has recorded no incoming, outgoing, missed or other types of calls in the call log. Has anyone called us? Of course. We even tested calling it from a mobile when standing in front of the unit and nothing registered in the call log. I was feeling a Dud2 coming along.
The call end button on the handset does not always work, an issue that has been raised many times on the Dud. It’s sounding more like Dud2….
Also, when the handset is placed back into the base when a call is finished, shouldn’t the call automatically end, as it doesn’t end and the caller is still on the phone!
The tablet is way too sensitive at times and instead of being able to touch and hold the screen to scroll, it frequently only recognises touch and opens where your finger lands, very frustrating. For example, if you scroll down your contacts and at the letter W you press your finger down to keeping scrolling, it would open up a W contact. When you press the back button IT TAKES YOU BACK TO THE FIRST CONTACT!! Aaaarrrgh! I hate to mention his name in one of my posts but virtually the only person who was a continual supporter of the Dud in this forum went on for a long time about it not being an Ipad “so don’t expect it to function like one for the price of it”, etc etc. No-one can deny that the touch and scroll control in the TH2 is based on the concept of smartphones and tablets, I am sure all would agree, but with far too much sensitivity to touch. It should be much “smoother” and less keen to open something up at the slightest touch, if you know what I mean, especially when touching the screen to scroll.
But the tablet battery life off the stand is very good and the stand speakers are excellent.
The buttons on the right should be lit at all times so you know what you are pressing and don’t have to guess the position of them.
As far as we can see it doesn’t tell you when someone has left a voice message. I thought that is a basic function of a phone with a built in answering service.
I would still really like to get another 2 handsets like I have got with the phone I have replaced the TH2 with and had with the Dud as it is extremely frustrating having to run around the house to get to the phone in the kitchen.
The stand for the tablet is not level and causes rocks, but nowehere near as rocky and unstable as the Dud.
The internet radio is great and stable.
So that’s about it.
On a score out of 10 I would give the TH2 a 7/10 but a hard working 3 points as room for improvement. As I said at the start, first impressions are it is far removed from the stigma of the Dud, but having it for a while shows some old habits have not gone away and issues still need to be addressed.
$360 for this? I would say yes based on the initial first week and would consider a fair value of no more than $250 from the experiences of the second week once I started putting it through its paces.
Hi Jamie,
I am glad that you have found the T-Hub 2 to be an improvement on the original T-Hub. The changes that have been introduced into T-Hub 2 are a direct result of customer feedback from the original T-Hub. As such, we welcome all feedback from customers to ensure that we can improve the product over time.
I wanted to address some of your feedback,
Messagebank Set Up: We agree that the experience can be improved upon. As such, we are in the process of modifying the installation wizard to facilitate a transparent set up process, removing the need to interact with IVRs, remembering BigPond usernames and passwords and the like.
Contacts: The setup of contacts on the T-Hub 2 can be cumbersome. We will be introducing a change over the coming months to enable customers to nominate which online account they want to share across all T-Hub 2 Tablets and Handsets. A number of customers have requested that they would prefer to nominate a Google or Hotmail account rather than their BigPond account. As for transferring contacts from a BigPond to the T-Hub 2, there are FAQs ( https://help.telstra.com/app/answers/detail/a_id/21563 ) that outline how you can do it. Let us know if this is helpful (or whether we need to improve this information).
Handset: The experience that you have outlined when you place the Handset back into the Handset dock without ending the call is the default behaviour. You can modify the behaviour to end the call automatically by selecting from the Handset Settings->Call features->Auto hangup and select Off.
Screen Sensitivity and Handset Backlight: The T-Hub team has taken on these suggestions and will be addressing a number of options over the coming months.
Additional Handsets: You can purchase additional handsets for $48 an any Telstra Store or online at http://telstra.com
Finally, the problem you have outlined regarding the Call Log, End Call button on the Handset and Voicemail indicator has not been picked up in our testing nor raised by other customers as yet. If you call T-Hub Technical Support on 1300 136 841 they should be able to work with you directly to address this issue.
Thanks again for your feedback.
Worst decision I have made to buy this piece of junk and its ever poorer service offering. Its broken and I can’t take it back to the shop, I have to wait for a return post box, then go to and from from PO to get the box, send the article, and get the return. I have to wait for the wharehouse to assess it and send back a replacement!
In the meantime no phone or wait for a loaner and then send of the THub. I am going to the shop and ask for my money back.
I’m using the T-Hub 2 tablet to respond. I’m on my front porch sitting in the sun metres away from the network. While I’m doing this the radio is also streaming.
Anyway Jamie, try swiping or searching for contacts instead of touch scrolling.
I’m glad you remembered my advice.
I still use my T-Hub 1 tablets and handsets in the T-Hub 2 environment, so I effectively have 5 landline phones. You can buy 3rd party phones to link with your T-Hub 2
Me again. So many good and not so good comments about the Hub. I suggest the messages could go in time , present date order ie eg August September first.
People only scroll a few lines and there are some irate people up top, while more considered and helpful comments flowing down from about June July.Helpful to me because they talk technically and give good feedback instead of a mouthful of rage.
My THub was and still is an important part of my life and that of my Familys. Technology is not an exact science and betas, bug sorting, community consultation exists in software and hardware throughout the World.
The Hub needs a break as well and sensible approach to its ‘newish’ application.It seems today, people want everything to work, perform, outshine and provide an answer, straight away, with no problems on the way. I am a firm believer in playing and working with what I’ve got, asking for help and not dummy spitting (straight off).
I have had a T Hub for a month, the radio stopped working. Then when we turned it off teh bar only goes half way up on start up and just hangs there. I have had a T Box too and sent it back as it had so many faults. Is everything Telstra markets just cheap crap?
Hi Bob, Please give the T-Hub team a call on 1300 136 841, they will help you out.
HOW CAN I ACCESS A T HUB MANUAL?
Hello Ron, You can view the T-Hub manual online or download it here.
I have the original model by the way…. I have persevered more than most!
And good on you Col. Nice to hear from someone not of the waa waa, it don’t work variety. congratulations on your persistence.
I am a bit like minded, maybe or maybe not, because I remember phone exchange telephone calls, days as kids we didn’t have TV and old, a car minus air conditioning and all the technology. I mean really old, cars. Have one now and it works like a rocket with a little tweeking or is it Twittering?
Hi, I’d like to refute the cliam that the T-Hub is just mis-understood and that we should stop expecting it to perform faultlessly.
I’m on my second T-Hub, the first having given up the ghost due to a hardware issue. This system occasionally just stops giving any indication of an incoming call, and eventually someone will call us on the mobile and ask why we aren’t answering our phone. A phone that doesn’t ring or give some indication might as well be a pet rock. Of course, it only requires a re-powering of the entire shooting match to fix the issue, so a call to the service line would not help.
Even when nothing else is going wrong, the tablet requires a reset about once a week, to maintain the WiFi and Time sync.
This is a commercial product! We have paid money on the expectation that this system will provide at least basic functions without being fiddled with.
Am I being unrealistic? Should I afford more lattitude because this thing is so new (I’ve had mine over two years and countless updates)?
Sorry to rant, but some previous posts suggesting that the >1000 messages from irate customers is the product of ‘dummy spitting’ and unrealistic expectations need to be given balance.
I initially had this issue with my delivered THub 2. And it cleared itself. I did tweak a few of the notification and sound settings soon after.
Initially, I kept the unit (s) fully charged, checked (biting any adolescent ankles on the way) and also re checked Voice messages, against my Bigpond account. For a week or so.
I had missed a few calls, wiped them, then I syncronised and persisted. I am not in business but rely on my phone for work and aged parent contact, so this was a bit scarey for a week or so.
There does appear to be a 1 week at least adjustment. If you are a Bigpond customer, like me, it’s probably easier. I love my THub2.
Wusi you stated- This system occasionally just stops giving any indication of an incoming call, and eventually someone will call us on the mobile and ask why we aren’t answering our phone. A phone that doesn’t ring or give some indication might as well be a pet rock.