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New Tivo Premiere missing network / broadband features (HDUI, VoD...)

Discussion in 'TiVo Premiere DVRs' started by djnewlin, Apr 20, 2012.

  1. supie

    supie New Member

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    Mar 28, 2007
    Update: Still having missing network/broadband features. Just got off the phone with Tech Support, originally they told me it would be 2 business days after it was escalated before the Tivo Level 3 Engineers could fix the Tivo Elite missing groups problem, (I am now at 3 business days) now they are say it will be 5 business days. (After 5 days they will tell me something else?)

    After telling me the unit is now in the missing groups and trying more steps to get it working, waiting another two hours, updating networks, they now tell me the unit is not in the groups. I said since it takes 5 business days, it is obvious that are thousands of customers in the queue otherwise this process would not take so long, he did not deny that there are thousands in the queue. I explained that it is unreasonable that a company would make thousands of customers to go through this process.

    I also explained that in my case, I have really been trying for over 30 days to get a new Tivo Elite working, since my first defective Elite (different issue) was purchased over a month ago and have been talking to Tech Support almost daily trying to solve the Technical issues. This made no difference, so when a Tivo customer has an ongoing problem Tivo really could care less.

    Out of total frustration I asked to talk to a supervisor they would not allow that. I ask who I can talk to file a complaint; they said you have to mail it.

    Question: Has anyone had any success filing a complaint and if so, to whom.
     
  2. severe

    severe New Member

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    Dec 11, 2009
    Familiar story. I suggest requesting an RMA for the older box, before it may be too late. It should only be a few business days before you have a new box in your possession, albeit likely with new issues of its own.

    As with the box having group issues, your guess is as good as mine. Took me 10 days and djnewlin more than 2 weeks. I'm afraid they seem to get to you when they get to you.
     
  3. djnewlin

    djnewlin New Member

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    Apr 4, 2004
    Chicago suburb
    This is good advice... Had I done this, I would have had a properly working Tivo Premiere 10+ days sooner than I eventually did (over 2 weeks). Plus it would have put a little hurt back into Tivo where it belongs, rather than with me. I base this on the fact that after my 1st Premierie finally was added to Groups and working correctly, I ordered a 2nd one and it worked flawlessly right out of the box...
     
  4. supie

    supie New Member

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    Mar 28, 2007
    severe and djnewlin: Thanks for the advice, I already got an RMA for the older Tivo when I asked for a cross ship exchange. FYI Tivo gives you 30 days from date of recieving the new box to return the exchange. Now I am hoping the groups list issue will be resolved by tommorrow (5 business days) not up to 30 days???
     
  5. djnewlin

    djnewlin New Member

    46
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    Apr 4, 2004
    Chicago suburb
    Supie,

    What is the latest for you?
     
  6. supie

    supie New Member

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    Mar 28, 2007
    DAY 7 – 5 BUSINESS DAYS: Friday, called still not working, the Tivo Tech called the Tier 3 Engineers, they told him to tell me that they have moved my case to a Priority One and it would be working within 24 Hours.

    What he did not tell me is that the Engineers, don't work on weekends, so today is the day. ????

    DAY 10 - 6 BUSINESS DAYS: Monday, I will believe it when I see it.
     
  7. supie

    supie New Member

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    Mar 28, 2007
    DAY 11 - 7 BUSINESS DAYS, First Call - 74 Hours Since Told only 24 hours and in Priority One:
    Called asked if the Missing Groups was fixed, answer “the Missing Groups has been mapped; he then said it is normal to take 24 Hours after mapping. (So even when they tell you Priority One means 24 Hours it is really 48 Hours, 24 to get it fixed and 24 to populate in the Tivo System after it is Mapped.)

    DAY 11 - 7 BUSINESS DAYS, Second Call - 81 Hours Since Told only 24 hours and in Priority One:
    Talked to another Tech, he contacted a Supervisor he told him they said it was re-added to the queue today it would be 48 Hours. When I asked about the mapping the previous Tech talked about 5 hours ago he said that is not the case. (You can now see they are just making these answers up) I asked to talk to a Supervisor, ended up talking to the same supervisor who told me 24 hours on Business Day 5. He told me he would try again to contact Tier 3 Engineers and plead my case, also he said that the Engineers are really slammed with this problem and it may still be more than 24 hours.
     
  8. severe

    severe New Member

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    Dec 11, 2009
    Incredible. Sorry. I still can't wrap my around around the fact that it seems to be a case-by-case type of thing.

    Is it some code that needs to be established/fixed? I wonder what it is exactly. And assuming it is case-by-case, why isn't there a group of individuals, with continuously brewing pots of coffee, working OT on the issue?

    Waiting weeks for an fix that addresses what cripples these boxes is just unacceptable from such a large company.
     
  9. supie

    supie New Member

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    Mar 28, 2007
    DAY 12 - 8 BUSINESS DAYS: SUCCESS IT FINALLY WORKS !!!

    Conclusions:
    1. The problems you might be having could be Missing Groups which can affect missing network, Multi Room Viewing, video downloads, broadband features (HDUI, VoD...).

    2. Until your TivotoGo (under System Information) says a,a,a you will not be able to do Multi Room Viewing and/or the other features.

    3. Once you try to uncheck video sharing and downloads, wait 2 hours, force Network Connections . . . then check video sharing and downloads, wait 2 hours, force Network Connections a couple of times then ask if there are Missing Groups, if there are ask to have the problem escalated to the Tier 3 Engineers.

    4. Don’t accept that everything the Tech’s tell you is gospel. The next Tivo Tech you talk to verify the previous statements.

    5. Call back every few days, ask if the Missing Groups are fix for my Tivo, and keep pushing the issue.

    6. If they have not already escalated your case to a Priority One say that it is standard practice to elevate it by 5 Business Days.

    7. If you need to transfer shows from another unit, figure 15 to 24 Minutes per hour @ 100mbs hardwired network. (This was S3 to Elite, speed may change depending on your network)

    8. I believe you can see a pattern here? Whenever the customer calls, stall them by telling them … just a little longer. First 2 Business Days, 5 Days, 7 Days. 24 hours, 24 hours, 24 hours after mapping, 48 hours because it now in the queue, who knows what the next delay? They have a script as to what to say on day 1, 2, 5, 7, etc. or they are just making these answers up on the fly. Telling you what you want to hear each time, it will not be much longer.

    What a load of crap that Tivo allows their customers to go through this !!!!

    From the time of receiving the 1st box until I could use my Tivo Elite was 43 TOTAL DAYS to get a working Tivo Elite and the MRV to work. Since I could not get MRV to work I could not swap my cable cards from my first defective Tivo Elite to the second defective Tivo Elite.

    Now I have 3 DAYS of Transferring 1TB of Shows ( . . . AGAIN . . . .) Reorganizing 71 Season Passes which are my year long Season Passes, Adding Wish lists, changing and setting up the Cable Card and other settings. Pack up and ship back the 1st Defective Tivo. Great Fun!

    I have spent over 19 hours of my time on the phone and at the defective Tivo’s, trying to fix the problems and have to totally set up 2 new boxes to fix Tivo Problems that should have never happened.
     
  10. severe

    severe New Member

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    Dec 11, 2009
    supie, did they offer you anything for all the trouble?
     
  11. supie

    supie New Member

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    Mar 28, 2007
    Sorry for the delayed response, but I have been traveling.

    No they did not, but I requested and got some compensation. They first offered 1 month free sub = $16.95, that was not enough and since I have all Lifetime Subs would not work anyway. They said the only thing the could offer was credit on services or accessory discounts, left with those options the only thing I could use was to get the Slide Remote (which I kinda wanted for the keyboard, but did not really need since I use URC 980 Remotes) but it was something at a $70 retail value.

    All and All would have rather not had the problems.
     
  12. supie

    supie New Member

    58
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    Mar 28, 2007
    Sorry for the delay getting back to you, we have been traveling.

    No they did not offer anything but if you try requesting a perk they will give you something. I requested a credit on my account, they said they only thing they could do was credit of monthly charges, however since all my Tivos are Lifetime that didn’t work the only other thing they could do was offer an Tivo accessory and the only thing I could even use was a Tivo Slide Remote (for the keyboard) so I got $70 value, but definitely not worth the effort I had to go through.

    As a final note, I really do like the Elite or XL4 (when it is working):
    For me, upgrading from the Series 3 gave me all the features of the Premiere and the features I really wanted, which are:
    4 Tuners
    2TB Hard Drive
    Picture Window
    Multi Room Streaming (most of our cable channels are copy protected)
    Gigabyte Networking
    Energy Star
    iPad App (which is great but some features only work with the Premieres) and allows you:
    - Record Shows
    - Set Up Season Passes
    - Delete Shows
    - Remote Control
    - Plus Advanced Searching, View Guides, Now Playing, To Do etc.

    So after all I went through I was really torn about buying a 2nd Tivo XL4, but I did, and it fired up and worked perfectly.
     

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