Tag Archives: telstra

what is the Telstra T-Hub?

Computer Aid Posted on by

At first, it looks like a cross between an iphone and an ipad.

The device needs a bigpond broadband internet connection and a phone line.

You can use it to surf the net, and has many built in “apps” like:

  • make a phone call (surprise surprise).
  • web browser
  • online yellow pages & white pages.
  • youtube.
  • weather.
  • news.
  • facebook.
  • sms.
  • calendar.
  • internet radio (but limited in some ways).
  • video (can also play videos from an SD card and USB drive).
  • music player (again, also works with SD card and USB).
  • photo frame (also works with SD card and USB).
  • a few other built-in apps.

but:

  • you cannot customise the layout of existing apps.
  • you cannot get more apps.
  • you cannot use VOIP services like skype.
  • the on-screen keyboard could be better… you have to hit the “number” button to enter numbers… a problem if you are entering something that has text and numbers (like a WiFi password).
  • The battery life if very limited (I’ve heard reports of between 15 min – 1 hour). I would expect this device to have at least 2 hours for something like this… particularly if you want to use it as a phone!
  • the internet radio is limited to telstras selection of radio stations.
  • you cannot make video calls as it has no webcam (you should get a netbook with a webcam to do this)
  • the price is $299. I think that for an extra $100, you are better off with a netbook laptop.

All up, Id say the t-hub is interesting, but it has many limitations in its current form.

For me, the biggest limitations are:

  • battery life.
  • you cannot expand its functionality in the same way as the iphone & ipad, etc.
  • high price (particularly given its lack of application expandability).

To make the t-hub a real success, I’d say a price of $29 is appropriate, given its current capabilities.

So why are Telstra pushing the t-hub?

Most people agree that its an effort to stop people leaving the land-line service, by offering something, that telstra hopes, will get people back to using the old-fashioned land-line.

I think its going to be a dead duck.

Sure, some people will like it, but I doubt many people will go and install a land-line phone service, just to get a t-hub… particularly when it effectively forces you to use telstra services, and deliberately locks you out of competing services (like skype).

I think Telstra need to pull their heads out of the sand; see the writing on the wall, and need to decide to really beef up their mobile network as a full replacement for landlines.

Telstra frustration

Computer Aid Posted on by

Having separated from my wife, I decided it was about time I changed my Telstra telephone bill, so that it would be in my name (and not hers)… now there is a recipe for BIG problems!

For many weeks, Telstra would pass the buck:

If I called, they would say I’m not authorised to make changes on this account… she needs to call.

If she called, then Telstra would say I need to call to change ownership to my name…

Eventually, Telstra told us we both had to be on the line, in order to change ownership.

OK, we both sat down in front of the phone, called Telstra, only to be told they cannot change ownership over the phone… we both need to go into a Telstra Shop!

I figure: we can nail them on this… there is a limit on how many combinations of requests they can make before they are cornered,and then have to do what we ask…

Sure enough, we go into a Telstra Shop, and after a few “sure, we can do that” replies from the sales guy, they eventually admit that they cannot do it, and that we must call to fix things.

Fine. We will call from the Telstra Shop, so if they say “go to a Telstra Shop”, we can get them to talk directly to the shop guy.

So the sales guy dials 132200 for us (funny, I never used that number before…).

Nevertheless, we find ourselves talking to a lady that seems to know what to do…

She says that the line needs to be disconnected, and then reconnected in the new name…I’ll only be without a phone for about 1 hour.

Just to be sure, I also ask about my “duet” service (I have 2 phone numbers going to 1 physical line… the 2 numbers ring differently, so I know if its a personal, or a business call.

She then goes: “oh, that might be a problem… I didn’t realise that you had a duet line”

I’m thinking: she should be able to see that on my account details… I thought it would be obvious.

It turns out that Telstras new billing system doesn’t support duet lines, as they are phasing out the service (no doubt to make more money by forcing people to pay for 2 separate lines).

Anyway, after a lengthy discussion with her supervisor, she tells me it can be done via the “old” billing system, and that tomorrow (Friday) morning, it will be done. I get the reference numbers, and I eagerly await this change.

At midday, on Friday, I call Telstra, asking for a progress report, as I can receive business calls, but I cannot make calls, and I cannot receive personal calls.

I’m told “It should have been done by now…I’ll make a note on the system and schedule to be done by close of business today (Friday)”

Since nothing happened by the end of Friday (midnight!), I call again, first thing on Saturday morning…

At this stage, it gets a bit confusing, as I’m shuffled between 4 different departments.

I eventually end up talking to a rude and condescending guy… but I put up with him, as he actually seems to know whats happening and what needs to be done to get my phone fixed.

Apparently, the line disconnect and re-connect cannot be done via the “online system”… and someone actually has to perform the work at the exchange! Who would have thunk it!

Now we are into the weekend (a long weekend as well!), so I have to wait until Tuesday before I can call to say “it ain’t working”.

On Tuesday, Telstra log it as a line fault, and get a technician to fix it.

Now I’m wondering: the phone and internet were working perfectly…all I wanted was to change owner details…and now I’m dealing with “faults” that didn’t exist before.

Anyway, the technician calls me the next morning (Wednesday), and after 2 attempts, fixes my phone line…

So thats the end of it?

No!

Since I get my broadband internet via an ADSL service on my phone line, I find my internet stopped on Monday morning.

It seems that when a line is disconnected and then reconnected, then any ADSL “codes” on that line are cleared.

And since my internet is not with Telstra, then they don’t give a shit.

I have to ask my ISP (TPG) to have my broadband re-connected. TPG then need to request Telstra to place the TPG ADSL codes on my line.

I even tried to call Telstra, to try to speed up the process, but I hit a brick wall, as only an ISP can make that request.

In the end, I have to wait days for Telstra to take their time doing something that should only take minutes (some might say it should never have happened at all!).

I finally get my internet back on midday on the Monday after my internet was disconnected.

Normally, 1 week without internet isn’t a problem for me, but when I depend on it for many parts of my business, then it becomes difficult.

Grrr.

telstra and new Thompson Speedtouch 536

Computer Aid Posted on by

I’m setting up a new ADSL connection for a customer (very standard setup… laptop and a speedtouch 536 modem).

I’ve done lots of these, so I didn’t think I’d have any problems.

I do the standard Bigpond CD install, but part way through, it tells me it cannot communicate with the modem.

Now this is just not true! I can ping the modem, and I can ping the DNS servers beyond the modem.

Anyway, I figure I’ll do it my usual way: web interface to the modem.

I go to the “broadband connection” menu, and the DSL connection icon shows a green tick, but the internet icon shows a red cross. Ok, I click on the connect button. and it seems to connect correctly.

But still no internet access. The modem has all 4 lights on (power, dsl, ethernet, internet)

I do a connectivity test, and it fails on the last test (internet).

Since the modem probably doesn’t have the correct username / password, I search the menus for a screen that allows me to enter the correct logon info.

But I cannot find it anywhere…

I call telstra technical support, and the technician deduces that the line must be locked by another ISP. I doubt it, but its not worth arguing, so I let him pass me to the activations department… But they run their tests and can see no locks, and the line is setup for telstra. So I get passed back to technical support.

A different technician now tries to guide me through setting up the modem, but what he sees on his instructions is slightly different to what I see…

We eventually decide to try hitting the internet disconnect button, then the connect button. This time, I’m presented with an adsl username and password prompt (woo hoo!).

I enter the details, and I’m finally on the net.

Outlook express doesn’t want to connect to the email server, but a laptop and modem restart soon fixes that problem.

Given the customer is an elderly lady, she asks that I increase the text size. So I change the appropriate settings in the display control panel, in IE, and in OE.

Telstra cable internet problems

Computer Aid Posted on by

A new customer calls, saying her windows 98 pc is no longer able to connect to her broadband internet. The isp (telstra) tells her she needs to find someone who can re-install the tcp/ip stack.

So I arrive armed with the necessary instructions, but the re-install doesn’t fix anything. She is also using a wireless router, which connects to the cable internet modem, so there are many “points of failure”.

I investigate a few, but start running out of ideas.

She also mentiones that she recently bought a laptop, & was hoping to use that to connect to the internet, as it allows her to work anywhere in the apartment, rather than be shackled to a small room.

Given that windows xp networking is much more robust than windows 98, & given that she prefers to use her laptop anyway, we decide to abandon the win98 PC & try setting up the laptop instead.

Here I start tripping over some peculiarities that are very specific to Telstra.

Telstra initially sent out an adsl install cd (instead of a cable cd). The rectify this by sending out a technician, who installs the appropriate cable software, but doesn’t leave a cable cd. Telstra seem reluctant to send out the correct CD & the customer decides not bother.

about 1 year later, I’m now stuck, as I cannot install the telstra software (no CD & software is essential, as teltra send a “heartbeat” to the PC software & if it doesn’t get an “appropriate” reply, it disconnects the internet.

At this stage, its getting late, so I promise to come back the next day & fix everything.

I install the new heartbeat software from telstra & burn it to a cd.

I then go back to the customer & install the software & setup the wireless (eventually… wireless setups are always somewhat difficult).

The connection is a little strange: when the pc first starts, the heartbeat software gives an error message, but after a few minutes, lets us connect to the internet anyway. The customer says this is normal & has been happening with the old PC for many months.

I also help setup skype & email & then I’m on my way again.

Telstra cable internet

Computer Aid Posted on by

A gentleman called saying that he got a new PC, but he couldn’t connect to the internet. He has cable internet a few weeks ago, but his PC broke down & he only just plugged in the PC. He also tried the PC at his brothers place, & he was able to connect without a problem.

I wonder if this is just a faulty cable, or a faulty modem.

Once I get to the house I ask a few more questions & I find his brother has ADSL internet, not cable internet, & his brother also has a router, so he can connect a few PCs, whereas my client connects directly from PC to cable modem.

The ISP is telstra, & I’ve used cable internet before (with Optus), so they should be similar.

After an hour of trying to “ping” the modem , trying different ethernet & USB cables, I couldn’t get to the modem “configuration” web page… unless I unplugged the modem from the “thick” cable… it just didn’t make sense!

I call telstra & I quickly find out that “Telstra does it differently”… You cannot communicate with the modem unless your pc runs a special “monitor” program in the background… So I ask the obvious question: what if I connect the modem to a router… the router cannot run the “monitor” program. But the tech assures me that as long as 1 PC on the router network is running the “monitor” then everything should be fine.

What a strange setup!

Anyway, after some confusion about passwords, everything is working fine. I help setup the email, & then go my merry way.

Strange ADSL problem (Switching / churning ADSL)

Computer Aid Posted on by

Went to see a client that was having problems connecting her ADSL modem (to her laptop).

It was a new connection & she was looking to move away from dialup.

I had just started getting some flu symptoms, so I wasn’t feeling to good (which might be why I didn’t fix this problem as quickly as I would have liked).

The carrier is Optus & while running the standard modem install utility, I’d get an error message about not being able to complete the modem setup.

The client had already spent a few hours on the phone to Optus, to try to get ADSL working, but was told that there must be something wrong with her laptop, or the ADSL connection is outside of the allowable range.

Any web site would give the “IE is unable to link to the web page requested”

After some poking around, I managed to ping google.com.au, so it looked like I was onto the net… but web pages would still not work… and a short while after that, the ping would also stop working… very peculiar.

Event viewer didn’t show anything wrong, but the system seemed a bit slow…

I eventually decided that the best thing to do would be to take the laptop home & try it with my ADSL connection.

Once home, I still couldn’t get the laptop to load web pages, but the ping results were more consistent: ping would always work.

So now I focused on IE & why it wouldn’t work. The answer ended up being trivial: internet options -> connections -> lan setting -> proxy server: had some weird settings. I just disabled proxy server, & everything just worked. I reckon Optus should had been able to fix this, since they deal with ADSL customers day-in, day-out)

I did some defrag, & disabled useless “utilities” from startup, then took it back.

Now things were working better: ping worked all the time (but the modem seems to have a dodgy power connector… touching it sometimes caused it to go “offline”).

Opening any web page caused a Telstra page to appear (basically saying “I don’t recognise your username & password, so I won’t let you look at the page you want).

It turns out that the client tried to get broadband thru Telstra, but couldn’t get it to work, so she switched to Optus, with the same symptoms, so then she called me.

I rang Optus on her behalf, & found out that Telstra had not “released” the ADSL service (they were meant to do it 2 day prior, but hadn’t). Optus escalated the issue.

Rang the client a few days later & she was very happy, as the connection was fixed the day after I was there.