I spoke a great support specialist, and after commiserating over our issues with users, he said they were aware of the issue, and were working on a fix, but he was unsure how they could implement because the system wouldn't connect. He did indicate that it may have been due to the original version of the OS on the replacement TiVo being one version lower than expected for the 20.4 update, and that causing an error during loading. I will say, this is actually my second problem in 9 years from devices coming directly from TiVo. My second Series 2 Nightlight died on me about 2 weeks after purchasing it, they send me a replacement, but in the meantime, I bought one off of craigslist, so I had two. And this was back in the days of modem setups only, unless you tricked it into using a specific brand of USB-to-Ethernet adapter for the initial connection.