Troubleshooting

What is T-Box Mate? 

T-Box Mate is a companion application to the T-Box. It is an easy to use application that will provide a subset of features currently available on your T-Box. Registered T-Box users will be able to use this application on their iPad, provided they are both connected to the same home network. 

Customers can access the following features using this application: 

  • Electronic Program Guide (7 days in advance) for free to air programs
  • Schedule recordings and set reminders for free-to-air programs
  • Virtual remote control 

How does T-Box Mate work?

 To use this application your iPad will need to be on the same home network as the T-Box, the T-Box will need to be powered on and the iPad application downloaded and started. 

Where can I download the T-Box Mate application from?

The application can be downloaded from the Apple AppStore under ‘Entertainment’ or ‘Utilities’ categories. You can also search the application by using keywords such as T-Box, remote control, set top box, free to air and volume. 

Does my T-Box need to be connected to the modem via Wi-Fi to use this application?

No, your T-Box does not necessarily need to be connected to the modem via Wi-Fi. The T-Box can be connected to the modem via an Ethernet or a Wi-Fi connection.

The key point to note is that for the T-Box Mate application to work, both the application and T-Box need to be connected via the same home network.

We recommend that for best results, you connect your T-Box via Ethernet and T-Box Mate via Wi-Fi to a Telstra supported Wi-Fi ‘n’ enabled modem. 

Which are the Telstra supported modems?

Following are the Telstra supported modems: 

  1. NetgearCG814WG
  2. Technicolor TG582n
  3. NetgearCG3100
  4. NetgearCG3100-2BPAUS
  5. NetgearCGD24N v2
  6. TechnicolorTG587n v3
  7. TechnicolorTG797n v3
  8. Thomson TG782T

To find out about the latest models, please call 13 22 00. 

Which devices are supported by this application?

The T-Box Mate application is supported on following models: 

  1. iPad2
  2. iPad3
  3. iPad4
  4. iPad mini Retina display
  5. iPad Air 

Which iOS version will T-Box Mate function on? 

T-Box Mate will function on iOS 6.0, iOS 7.0 and above. 

How much does this application cost? 

The T-Box Mate application is an included service with your T-Box and can be downloaded for no charge from the AppStore. As this application shares the same internet connection as your T-Box so usage of this application will not count towards your monthly usage allowance. 

Will I be able to record free-to-air TV shows remotely by using this application? 

Currently, the application only works inside the home on the same home network as your T-Box. Unfortunately, at this stage you cannot set recording for free-to-air TV shows using this application. 

I tried to record a Foxtel on T-Box channel program but couldn’t. Why’s that? 

Recording of Foxtel on T-Box programs is currently not available on either Foxtel on T-Box or the T-Box Mate application. 

I have two iPads on which I have downloaded the T-Box Mate application. Can I connect both the iPads to the same T-Box? 

You can connect both supported iPads with the application installed to your T-Box. 

How many T-Boxes can I connect to using T-Box Mate? 

The application can control only one T-Box at a time. If there is more than one T-Box connected to the same home network, you will be asked to choose which T-Box you would like to control using the application. 

T-Box Mate application is not downloading. What should I do? 

Power off your iPad and power it back on. Try downloading the application again. If it still doesn’t work, please report a problem by following these steps: 

  • Select the Application Store icon on the iPad menu
  • Select the Search function at the bottom
  • Type in the Application name, tap Search and then tap the search result that matches the Application name
  • Tap the search result
  • Scroll down the Info screen, and tap ‘Report a Problem’
  • Tap 'This application has a bug', enter the details of the fault in the Comments field (where possible enter specific details including any error messages and where/when the problem occurred). Tap ‘Report’ to submit the fault 

The application turns off after no use for one minute.

 This is normal behaviour. iPad devices disconnect all Wi-Fi connectivity when in sleep mode. In this situation, your T-Box Mate application will lose Wi-Fi connectivity as well. When you wake the iPad from sleep mode, your device will automatically connect to the last connected Wi-Fi network. When opening the application again, you will be presented with the last screen viewed or you will have to reconnect to your T-Box.

 

 When performing anyplayback functionality, the iPad will not enter sleep mode until the video has stopped playing.

 

 Your iPad default setting is to go into sleep (auto-lock) mode after 2 minutes. If you like to increase that time go into your iPad ‘settings’ then choose ‘general’ then choose ‘auto-lock’ and set the time increment to the desired time. 

Can I power off and on the T-Box using the power button on the virtual remote in the application?

 Yes, you can power off and on your T-Box using the power button. Please press the power button for 3 seconds to power off the T-Box. 

Where do I go for support and troubleshooting?

 Please refer to these FAQs.

 Some useful tips: 

  • To use this application, please ensure that the T-Box Mate application and your T-Box are connected to the same network (normally your BigPond Home Network Gateway).
  • Please ensure that your T-Box is switched on.
  • Please ensure that your iPad is on a supported iOS version i.e. iOS 6.0, iOS 7.0 and above.

If you need help with your T-Box or home network please call our support team on 13 22 00.