QUOTE(stapler87 @ Dec 5 2020, 12:50 PM)
Just called unifi and they told me that the new upb box login cannot be used on the old white stb box even if i buy an extra unit outside..
what a bummer
I'm using my old STB login on the new UPBs.
And here's the weird thing, before I bought the new boxes, I called TM to confirm whether it's possible to run 2 boxes simultaneously (I was replacing the old STB box and cancelling my Astro subscription). They said, yes, but I will need two new separate logins for the new boxes. So upon signing up for 2 new boxes they asked me to provide login ID candidates (3 each). Once processed, I was told they will send me an SMS of the confirmed logins.
A few days passed, and I get an SMS from TM. I was expecting two new logins, instead I got one...and it's not even any of the candidates I provided, they sent me my old STB login. To complicate matters, shortly after, only one box arrived instead of the two I ordered. Naturally, I called up TM and asked for an explanation, and they said that they haven't even processed my order yet. So why the hell am I already receiving a unit? They had no answer for that and said they would investigate and call me back. Despite that, the UPB worked fine with the old login ID. I decided to wait for their return call.
But before I got a return call, a few days later another SMS and box arrived. Once again, it's the same login ID, the old one for the STB. Now I'm frustrated, as I was put under the impression that I needed two new logins but received none, and I'm worried that I won't be able to run two boxes simultaneously. I call up TM again and again they said they haven't finished processing my order yet, and again I express my bafflement at receiving two units separately with no new logins and before they have even processed my order. But this time they say that both UPBs can use the same login, andI should have no problems running them simultaneously on two different TVs.
So I tried setting them up together. Both could run using the old STB login, and both run simultaneously...except that the UnifiTV app kept displaying a session timeout screen on each TV alternately every 15 minutes and asking me to renew the session. But if I ran only one box at a time I received no request to renew session. Convinced that the issue is caused by 2 boxes using the same login ID, I called TM again the next day to complain and demand for the two new logins that was promised to me when I signed up. They insisted that my order showed only one login, using the old STB login, and tried to reassure me it should work for the two new boxes. Explaining the session timeouts to them was exasperating, I'm not sure they understood my problem, but they promised to investigate again and call me back.
The session timeout issue persisted for a few days before simply disappearing. Other issues came up and went as Unifi seems to be updating their app every few days. I missed two return calls from TM due to misplacing my phone, so they sent an SMS instead to tell me they considered the issue resolved because I didn't answer their calls. My new boxes are currently running fine, even though they're both using the old login from the STB.
But for me, I don't consider the issue resolved. They told me I needed two new logins, even asked me to give them candidates for selection. I got
none, and the apprehension that problems would occur if I keep using the old one. Sure, things still worked out in the end (it's been over 3 months since), but the whole experience just gave me a really bad impression on TM's customer service. It feels like that their sales rep don't know their own products and end up giving misleading/contradicting information, and their tech guys can't keep keep track of reports and orders as I had to explain my issue repeatedly every time I call them up or get transferred from one department to another. And when you miss two calls they just forget about you.
Way to go TM, you really show you care about your customers!
Jan 19 2020, 04:36 PM, updated 6y ago
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Do you mind to share where you found that info?tq...
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