Problems with Goodman box after update - Freesat

Newsgirl · 15-10-2009, 07:01

Hello,
Like many other people here I have a problem with my Goodmans box which was upgraded with a hit to the box the day before yesterday.

The box now switches off every 30 seconds or so, there is no sound after about 20 seconds and you cannot switch it on again without unplugging the power cable.

I have complained to Goodman who say an update fix will be sent out "in the next few days". Does anyone have the email address of anyone in charge at Freesat / Goodmans to whom I can complain about this disgusting service?

This is the third day when I have not had a TV service and there is no definite time when this patch will be downloaded. I'd like to know who is responsible so that we can all email them and try to get this laughable 'upgrade' rolled back.

Thanks

NewWorldMan · 15-10-2009, 09:56

I just saw the post at joinfreesat. Sounds like a nightmare.

"Harvard Group (previously Alba) who are responsible for these brands are aware of the problem and have been telling customers to expect a new software download in the next few days, though that leaves many without viewing until then."

Nigel Goodwin · 15-10-2009, 10:12

Makes you really glad you've never sold any HD boxes other than Humax ones!

The Alba SD boxes have been enough trouble though.

Chris Simon · 15-10-2009, 13:16

Quote:

Originally Posted by NewWorldMan

"Harvard Group (previously Alba) who are responsible for these brands are aware of the problem and have been telling customers to expect a new software download in the next few days, though that leaves many without viewing until then."

Hmm, how do you receive a software update if your machine constantly reboots or won't switch on at all.

stylo · 15-10-2009, 15:35

[quote=Nigel Goodwin;36040478]Makes you really glad you've never sold any HD boxes other than Humax ones!

that's a bit of a smart-arse reply to folk having problems isn't it??, the "

" doesn't really help matters!

Poseur · 15-10-2009, 16:46

Quote:

Originally Posted by Chris Simon

Hmm, how do you receive a software update if your machine constantly reboots or won't switch on at all.

Unplug it from the mains, plug it back in again and as soon as it comes on put it into standby.

acmold0 · 15-10-2009, 16:57

Quote:

Originally Posted by Chris Simon

Hmm, how do you receive a software update if your machine constantly reboots or won't switch on at all.

I've said in the other thread on this problem and another poster has said more or less the same, if they are "cold", ie not having been plugged into the mains for a few hours they seem to work for 10 minutes to half an hour before the various problems set in. Which hopefully should be enough time to do the download

ian-d · 15-10-2009, 17:03

Quote:

Originally Posted by Nigel Goodwin

Makes you really glad you've never sold any HD boxes other than Humax ones!

The Alba SD boxes have been enough trouble though.

I think you've had more bad luck than most selling these; yes they aren't as reliable as the Humax but I've not found them too bad at all, having sold ALOT!

Nigel Goodwin · 15-10-2009, 17:25

Quote:

Originally Posted by ian-d

I think you've had more bad luck than most selling these; yes they aren't as reliable as the Humax but I've not found them too bad at all, having sold ALOT!

Every one you talk to in the retail trade has found them a complete disaster - but I must admit we've not had to replace one for a few weeks now. The new (zero specification) ones have been fine so far though - but it's probably too early to tell.

ian-d · 15-10-2009, 20:34

Quote:

Originally Posted by Nigel Goodwin

Every one you talk to in the retail trade has found them a complete disaster - but I must admit we've not had to replace one for a few weeks now. The new (zero specification) ones have been fine so far though - but it's probably too early to tell.

I don't agree, but each to their own

, the sector are happy enough with the product to sell it, and you know as well as me that if the major distributors don't like something, they won't sell it, especially in this industry. I've found the newer ones about as reliable as the old, but neither bad enough to not justify selling, though I'd obviously still recommend customers the way of HD for better brand units, even if profit margins are less.

Newsgirl · 16-10-2009, 07:51

Unfortunately, four days on and I am STILL unable to watch TV. The sound keeps going off and the Goodmans Freesat box switches off every 30 seconds or so. Sometimes it switches back on but often it doesn't.

I've tried unplugging the box numerous times and have also done a "first install" numerous times, probably five times yesterday.

Does anyone know who I can complain to? I've complained to Goodmans and they seem unable to do anything. They told me two days ago that I had to wait "several days" for a fix for this problem. I'm still waiting. Since then I've sent them two emails asking for information and these have been ignored.

I'd like to know who at Freesat I can complain to as the makers of the box don't seem able to fix it.

Thanks

ian-d · 16-10-2009, 07:55

Quote:

Originally Posted by Newsgirl

They told me two days ago that I had to wait "several days" for a fix for this problem. I'm still waiting.

I'd like to know who at Freesat I can complain to as the makers of the box don't seem able to fix it.

Several days is usually more than two you know

GaseousClay · 16-10-2009, 08:25

Quote:

Originally Posted by Newsgirl

They told me two days ago that I had to wait "several days" for a fix for this problem. I'm still waiting. Since then I've sent them two emails asking for information and these have been ignored.

Thanks

With all due respect I imagine they have been inundated with emails, they're probably concentrating their resouces on fixing the problem.

karlos1966 · 16-10-2009, 08:49

You could phone Freesat directly about this. 08450 990 990.

Two days ago I emailed Freesat about the problem and asked them to put a message about this f*ck up on their front page. Had an email reply today-

"Thank you for your suggestion we have forwarded this to our head office for their consideration.

Many Thanks,
The freesat team"

They are so quick off the mark!!

Newsgirl · 16-10-2009, 09:05

Thanks for the phone number. I've called Freesat and they say the issue is ongoing and could take five days to resolve. I hope that means five days in total as this is the fourth day.

If you do have a problem and leave your phone number they promise to call you when it is fixed.

Andy2 · 16-10-2009, 09:30

I'm amazed this has happened. Our GUFSAT01 HD is perfectly happy with the update, but it seems many are not. How can this be when all the hardware is the same? And who on Earth wrote the new firmware but didn't think to check it worked on all receivers under all conditions?

slackereconomy · 16-10-2009, 12:21

alba seem unable to release an update without another closely behind it fixing problems the first one caused.

mysatellite · 16-10-2009, 16:29

Quote:

Originally Posted by acmold0

I've said in the other thread on this problem and another poster has said more or less the same, if they are "cold", ie not having been plugged into the mains for a few hours they seem to work for 10 minutes to half an hour before the various problems set in. Which hopefully should be enough time to do the download

I have had an issue with my HD box too. As it's out of warranty anyway I have taken the top off and it seems to be running ok.

Not ideal I know with little fingers around, but this problem does seem as if it could be heat related.

chancooluk · 16-10-2009, 16:32

Quote:

Originally Posted by mysatellite

I have had an issue with my HD box too. As it's out of warranty anyway I have taken the top off and it seems to be running ok.

Not ideal I know with little fingers around, but this problem does seem as if it could be heat related.

I mentioned this in the new menu thread, it was getting so hot that it was almost burning. But if its unplugged for a bit and then switched on, it will work for about half an hour before the problems start again. I never noticed it heating up to a burning degree until this update was applied.

mysatellite · 16-10-2009, 16:38

Quote:

Originally Posted by chancooluk

I mentioned this in the new menu thread, it was getting so hot that it was almost burning. But if its unplugged for a bit and then switched on, it will work for about half an hour before the problems start again. I never noticed it heating up to a burning degree until this update was applied.

Apologies, I hadn't seen it

I've had mine running for just over 3 hours now with the top off. I'll leave it a bit longer and see what happens.

I don't know why a software upgrade (tongue in cheek) would make the box get warmer though.

GaseousClay · 16-10-2009, 18:10

Quote:

Originally Posted by mysatellite

I don't know why a software upgrade (tongue in cheek) would make the box get warmer though.

Perhaps there is now alot of inefficient processing going on

chancooluk · 16-10-2009, 18:29

Quote:

Originally Posted by mysatellite

Apologies, I hadn't seen it

I've had mine running for just over 3 hours now with the top off. I'll leave it a bit longer and see what happens.

I don't know why a software upgrade (tongue in cheek) would make the box get warmer though.

No worries, i should probably do the same, it wont matter anyway now.... The heat from the box in the last few days has caused the warranty sticker to peal off... great.

Its a worry though, fires could be started from this sort of faulty product.

Newsgirl · 16-10-2009, 19:16

Quote:

Originally Posted by chancooluk

I mentioned this in the new menu thread, it was getting so hot that it was almost burning. But if its unplugged for a bit and then switched on, it will work for about half an hour before the problems start again. I never noticed it heating up to a burning degree until this update was applied.

Very interesting, thanks for that. I noticed at the outset of these problems that the box was red hot and that was so unusual that I wondered if there was an electrical fault on it. I touch the box every day to turn it off so I know it was hotter than usual.

When people talk about "doing the download" do you mean do a "first install" or is there something else I should be doing as well?

Thanks for all your help!

chancooluk · 16-10-2009, 19:40

Quote:

Originally Posted by Newsgirl

Very interesting, thanks for that. I noticed at the outset of these problems that the box was red hot and that was so unusual that I wondered if there was an electrical fault on it. I touch the box every day to turn it off so I know it was hotter than usual.

When people talk about "doing the download" do you mean do a "first install" or is there something else I should be doing as well?

Thanks for all your help!

Unfortunetely you will have to play the waiting game, keep your box in standby and keep switching it on to check if the new software has downloaded, it will happen automatically just like the broken software update. As far as we know, there is nothing that can be done manually to fix the problem. Doing a first install will only reset the user inputted settings (like screen size, channel list, reminders), not the actual software.

mysatellite · 17-10-2009, 06:24

Just thought I would report back...... I had my box running for about 7 hours with the top off without any resetting issues.

I decided to put the cover back on the box, and within 10 minutes the damn thing failed again

I've had the top off again, and it's been running all night and still working this morning. Perhaps this won't work with every box but if this is your only way of getting tv it might be worth a shot.

15-10-2009, 07:01	#1
Newsgirl Forum Member Join Date: May 2006 Posts: 13	Problems with Goodman box after update Hello, Like many other people here I have a problem with my Goodmans box which was upgraded with a hit to the box the day before yesterday. The box now switches off every 30 seconds or so, there is no sound after about 20 seconds and you cannot switch it on again without unplugging the power cable. I have complained to Goodman who say an update fix will be sent out "in the next few days". Does anyone have the email address of anyone in charge at Freesat / Goodmans to whom I can complain about this disgusting service? This is the third day when I have not had a TV service and there is no definite time when this patch will be downloaded. I'd like to know who is responsible so that we can all email them and try to get this laughable 'upgrade' rolled back. Thanks

15-10-2009, 15:35	#5
stylo Forum Member Join Date: Dec 2008 Posts: 25	[quote=Nigel Goodwin;36040478]Makes you really glad you've never sold any HD boxes other than Humax ones! that's a bit of a smart-arse reply to folk having problems isn't it??, the "" doesn't really help matters!

15-10-2009, 09:56	#2
NewWorldMan Forum Member Join Date: Jul 2009 Posts: 199	I just saw the post at joinfreesat. Sounds like a nightmare. "Harvard Group (previously Alba) who are responsible for these brands are aware of the problem and have been telling customers to expect a new software download in the next few days, though that leaves many without viewing until then."

15-10-2009, 10:12	#3
Nigel Goodwin Forum Member Join Date: Apr 2006 Location: North Derbyshire Posts: 19,150	Makes you really glad you've never sold any HD boxes other than Humax ones! The Alba SD boxes have been enough trouble though.

16-10-2009, 07:51	#11
Newsgirl Forum Member Join Date: May 2006 Posts: 13	Unfortunately, four days on and I am STILL unable to watch TV. The sound keeps going off and the Goodmans Freesat box switches off every 30 seconds or so. Sometimes it switches back on but often it doesn't. I've tried unplugging the box numerous times and have also done a "first install" numerous times, probably five times yesterday. Does anyone know who I can complain to? I've complained to Goodmans and they seem unable to do anything. They told me two days ago that I had to wait "several days" for a fix for this problem. I'm still waiting. Since then I've sent them two emails asking for information and these have been ignored. I'd like to know who at Freesat I can complain to as the makers of the box don't seem able to fix it. Thanks

16-10-2009, 08:49	#14
karlos1966 Forum Member Join Date: Jun 2007 Posts: 37	You could phone Freesat directly about this. 08450 990 990. Two days ago I emailed Freesat about the problem and asked them to put a message about this f*ck up on their front page. Had an email reply today- "Thank you for your suggestion we have forwarded this to our head office for their consideration. Many Thanks, The freesat team" They are so quick off the mark!!

16-10-2009, 09:05	#15
Newsgirl Forum Member Join Date: May 2006 Posts: 13	Thanks for the phone number. I've called Freesat and they say the issue is ongoing and could take five days to resolve. I hope that means five days in total as this is the fourth day. If you do have a problem and leave your phone number they promise to call you when it is fixed.

16-10-2009, 09:30	#16
Andy2 Forum Member Join Date: Nov 2007 Posts: 1,592	I'm amazed this has happened. Our GUFSAT01 HD is perfectly happy with the update, but it seems many are not. How can this be when all the hardware is the same? And who on Earth wrote the new firmware but didn't think to check it worked on all receivers under all conditions?

16-10-2009, 12:21	#17
slackereconomy Forum Member Join Date: Jan 2009 Location: Perth, scotland Services: Thomson dti6300, bush bfsat01HD, topuptv, freesat, 3 mobile, xbox 360 Posts: 312	alba seem unable to release an update without another closely behind it fixing problems the first one caused.

17-10-2009, 06:24	#25
mysatellite Forum Member Join Date: Jun 2008 Location: Herts Services: BT Broadband, Sky HD+, Freesat SD & HD, freeview, Goodmans GFSDTR320HD Posts: 13	Just thought I would report back...... I had my box running for about 7 hours with the top off without any resetting issues. I decided to put the cover back on the box, and within 10 minutes the damn thing failed again I've had the top off again, and it's been running all night and still working this morning. Perhaps this won't work with every box but if this is your only way of getting tv it might be worth a shot.