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Losing all channels - Tivo Premiere

Discussion in 'TiVo Premiere DVRs' started by sldavis1952, Oct 4, 2011.

  1. Feb 1, 2013 #241 of 591
    sldavis1952

    sldavis1952 New Member

    121
    0
    Feb 16, 2009
    Longview, TX
    PM'd the tivosupport guys about the issue and asked for an update. I last heard from tivosupport_jessica in November 2012.
    Here is what she said at the time, "We currently suspect that some combination of the video stream data and the CableCARD
    type and software may be involved."
     
  2. Feb 1, 2013 #242 of 591
    tomhorsley

    tomhorsley Active Member

    1,168
    4
    Jul 22, 2010
    Or in other words, "We currently suspect that something between the cable company and your TV screen may be involved" :).
     
  3. Feb 1, 2013 #243 of 591
    sldavis1952

    sldavis1952 New Member

    121
    0
    Feb 16, 2009
    Longview, TX
    Called Tivo and talked to Tavish and asked for a status update since I hadn't heard from tivosupport
    since November 2012. He couldn't give me an update other than that the case was still open. After
    asking to speak to his supervisor he came back and said the issue was that they were waiting to hear
    from me on the my cablecard information to forward to engineering. I told him I had pm'd that
    information to tivosupport_jessica on 10-24-2012 and had received a reply from her on 10-27-2012
    thanking me for the cablecard information I had sent and she was passing it on to engineering. It
    appears the ball was dropped somewhere on Tivo's side. Tavish said I should get an update in 4
    business days. I will call next Thursday if I don't hear from Tivo.
     
  4. Feb 1, 2013 #244 of 591
    DaveDFW

    DaveDFW Member

    523
    0
    Jan 25, 2005
    Richardson, TX
    sldavis1952, do you know if there is an open issue with which all of our open complaints can be aggregated?

    I also have a support ticket open, but it seems silly for Tivo to attempt addressing each complaint as an isolated issue when there is clearly an endemic problem with the entire platform.

    What purpose does it serve to require each end user to jump through the same troubleshooting hoops? "Power-cycle your tivo." "Reseat the cablecard." "Can you try a different cablecard." All these tactics seem like time-wasting diversions for the end users.
     
  5. Feb 1, 2013 #245 of 591
    sldavis1952

    sldavis1952 New Member

    121
    0
    Feb 16, 2009
    Longview, TX
    Good idea, but...
    It took me(and other people) a year Oct. 2011 to Oct. 2012 to get Tivo to acknowledge there was an issue for Tivo engineering to look at.

     
  6. Feb 1, 2013 #246 of 591
    mrizzo80

    mrizzo80 Active Member

    1,287
    14
    Apr 16, 2012
    A TWC field supervisor called me earlier this week after Tech #4 left without resolving the issue. There is a system-wide alert in TWC's database (I believe entered Jan 9 of this year) that says something along the lines of there being problems with the latest TiVo build causing intermittent tuning loss. Said the solution was to call TiVo and ask for the old version to be pushed to my TiVo.

    Called TiVo last night. They have no idea what that guy was talking about. Told me to change the CableCard. I told him I changed it 3 days ago. He told me to change it again. Kinda like my call last week. TiVo told me I had a bad tuning adapter. I told him I just replaced it. He said the new one was defective as well. Anyone see a pattern here?

    They don't acknowledge any widespread tuning issues on the 4-tuner boxes. I've actually talked to 2 or 3 TiVo support people recently; none admit to there being tuning issues. Maybe there is; maybe there isn't.

    Called TWC CC Hotline after getting off the phone with TiVo last night. He said my signal levels were out-of-spec (FDC at a +15). Asked him about the TWC tech supervisor suggestion about the Jan 9 system flag. Said he's known about that issue since last August and that the latest released TiVo build (I assume the late Oct/early Nov build) fixed it. Said my issue was definitely not that. He scheduled another TWC truck roll. TWC supervisor called me back this morning and said he would send the tech to adjust the signal levels, but that he guaranteed it was not the issue because "they are within spec".

    No one knows what the problem is; but everyone is positive it's someone else's fault.

    TiVo did offer to exchange my box with a new one.
     
  7. Feb 1, 2013 #247 of 591
    BladeZ

    BladeZ New Member

    28
    0
    Mar 18, 2008
    Yes, TV stays up, as this only affects the XL4, internet can go down without affecting TV service.
     
  8. Feb 1, 2013 #248 of 591
    TiVoSupport_Kaitlyn

    TiVoSupport_Kaitlyn TiVo Representative

    113
    0
    Oct 15, 2012
    TiVo Support is aware that some users are having an issue where channels appear to stop tuning properly at random and where video is restored via a reboot or reseating of the CableCARD. This issue has a severe impact, but appears to impact a select few customers (we only have 2 customers that are actively working with us) and we are unable to reproduce the issue in house. TiVo would like to resolve this issue for our customers and, if you are experiencing this problem, we could use your help.

    If you are experiencing issues related to tuning on your Premiere 4 or XL4 that is temporarily resolved after a reboot, we would like your help in capturing some information and diagnostic logs from your DVR.

    Please PRIVATE-MESSAGE one of the following TiVo Support Employees.

    • tivosupport_jessica
    • tivosupport_kaitlyn
    Please let them know your…

    • TSN or TiVo Serial Number
    • How often the issue occurs
    • Which channels drop
    • CableCARD Manufacturer, Hardware Version, Firmware Version
    • Any other details you wish to share

    Please do not publicly post your account information. We would like to protect the privacy of your account.

    Thank you.
     
  9. Feb 1, 2013 #249 of 591
    DaveDFW

    DaveDFW Member

    523
    0
    Jan 25, 2005
    Richardson, TX
    Thank you for the acknowledgment that Tivo is aware of the issue and is investigating the solution.

    PM sent.
     
  10. Feb 1, 2013 #250 of 591
    jhjones75

    jhjones75 Member

    126
    0
    Oct 17, 2011
    Denver
    I have sent this info to tivo support several times over the last year with no response. I will send it yet again.
     
  11. Feb 2, 2013 #251 of 591
    CoxInPHX

    CoxInPHX COX Communications

    2,350
    6
    Jan 14, 2011
    Phoenix, AZ
    It actually happens more on my 2 Tuner Premiere than on my Elite/XL4.

    However my Elite does have a lot of noise related tuning issues where there is a brief moment of some macroblocking, where my 2 Tuner does not display the same issues, and did not when it was in the same location as the Elite.
     
  12. Feb 2, 2013 #252 of 591
    shamilian

    shamilian Member

    442
    0
    Mar 26, 2003
    NJ

    I have reported this problem since last September on 2 premieres (2 tuner). I assumed after multiple PMs that Tivo would be following up on the problem since it was never resolved.

    I have since upgraded and added 3 premiere 4s, It occurs on All of my premieres 2 or 4 tuners. The problem never occurs on TivoHDs.
    (that means it occurs on 5 different Tivos OS20 about once a month and has never occurred on 4 different Tivos OS11, 3 of which have the same cablecards)

    This seems a software issue.

    I am on FIOS with Motorola Cablecards and no tuning adapter.
     
  13. Feb 2, 2013 #253 of 591
    sldavis1952

    sldavis1952 New Member

    121
    0
    Feb 16, 2009
    Longview, TX
    I sent a pm of the requested information. Btw I had sent a pm of the same information to tivosupport on 10-25-2012, but didn't get a response. Make sure you get a response, otherwise tivosupport just keeps the status of the issue as waiting on response from customer.
     
  14. Feb 3, 2013 #254 of 591
    sldavis1952

    sldavis1952 New Member

    121
    0
    Feb 16, 2009
    Longview, TX
    Lost all channels at 12:05 PM CST. Followed following procedure at 12:06 PM
    (a) 7-7-7-CLEAR to mark the logs
    (b) Remove the CableCARD
    (c) 7-7-7-CLEAR to mark the logs
    (d) Reinsert the CableCARD
    (e) 7-7-7-CLEAR to mark the logs
    (f) Send the date/time info to TiVo

    After reseating the cablecard the following happened a few minutes later. Channels started
    pixelating real bad and audio cutting in and out on all channels at 12:16 PM.
    Restarted Tivo. Waiting for the restart now.
     
  15. Feb 4, 2013 #255 of 591
    Distortedloop

    Distortedloop Member

    85
    0
    Dec 5, 2007
    San...
    Came home yesterday an hour after the SuperBowl started expecting to find a game that was being recorded by my Premiere XL, instead found nothing but black screens on all tuners and recording of nothing.

    Not the first time I've come home or awoken to dead channels, but it's been a while. Very frustrating.

    Thanks TiVo.

    Premiere XL on Verizon FIOS, no recent channel lineup changes that I'm aware of or were reported in the settings/messages menu.
     
  16. Feb 4, 2013 #256 of 591
    DaveDFW

    DaveDFW Member

    523
    0
    Jan 25, 2005
    Richardson, TX
    I now preemptively check my four-tuner Tivo every morning. What a wonderful surprise--all four tuners on my XL4 were black today. My two-tuner premier was still happily chugging along with no issues.

    My separate Tivo support ticket asked for the signal levels from each tuner, so I'm also adding them here just for documentation purposes.

    Modulation: qam256
    Signal Strength: 91
    SNR: 36
    RS Corrected: 0
    RS Uncorrected: 0

    Modulation: -
    Signal Strength: -
    SNR: -
    RS Corrected: -
    RS Uncorrected: -

    Modulation: -
    Signal Strength: -
    SNR: -
    RS Corrected: -
    RS Uncorrected: -

    Modulation: qam256
    Signal Strength: 88
    SNR: 35
    RS Corrected: 0
    RS Uncorrected: 0

    The first time I checked diagnostics, all four tuners showed signal and SNR, the second time I checked two had turned blank. Could it be that all tuners were still receiving a signal, but something else was wrong, like the mpeg decoder subsystem had crashed?

    The only problem with this hypothesis is that I could still watch recorded programming. If the mpeg decoder had failed, surely I would be unable to view anything.
     
  17. Feb 4, 2013 #257 of 591
    shamilian

    shamilian Member

    442
    0
    Mar 26, 2003
    NJ

    I have had multiple occurrences of of this symptom.

    Two of the times it occurred I could not play recorded videos and the SD menu backgrounds were also black. Indicating to me that this time the mpeg decoder or disk playback system had crashed.

    Another time I noticed that the cablecard no longer had a channel map.

    Another time I noticed that the cablecard no longer had an OOB signal lock.

    The other 10-12 times there was nothing out of normal with any of the numbers.

    The signal was always strong and the RS numbers were always 0.

    This never occurred to a TivoHD and only occurred in later versions of the Tivo OS on both 2 tuner and 4 tuner premieres, but only at random not to multiple Tivos at once.
     
  18. Feb 4, 2013 #258 of 591
    sldavis1952

    sldavis1952 New Member

    121
    0
    Feb 16, 2009
    Longview, TX
    After restarting everything was okay with the Premiere. I haven't got a response from Tivo support that they got the information I sent. I asked them to send a response this morning.
     
  19. Feb 4, 2013 #259 of 591
    DaveDFW

    DaveDFW Member

    523
    0
    Jan 25, 2005
    Richardson, TX
    Okay, Tivo support is officially useless. They just told me via support.tivo.com to replace my cablecard. First of all, that is an enormous hassle for me. Second, it is not the problem.

    I'm also told that if the cablecard replacement doesn't cure the tuner malfunctions, we can discuss Tivo exchange procedures. So they're willing to exchange my XL4 for another with the same endemic problem? No thanks.

    What idiotic suggestions. This is obviously not solely a cablecard issue, unless every person who owns a four-tuner Tivo and is experiencing tuner failure has a faulty cablecard. It is also not a problem specific to my particular XL4--it is affecting great numbers of XL4s.
     
  20. Feb 4, 2013 #260 of 591
    MeInDallas

    MeInDallas Member

    910
    0
    Jul 31, 2011
    Dallas, Texas
    I keep waiting for someone to come in and post:

    "Well I took the cable off the side of the house like they told me, fished it thru the open window, connected it directly to the back of the Tivo just like they said, and still nothing. I'm still losing all my channels."

    I remember when I was asked to do that. :rolleyes:
     

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