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Series 1 not downloading data

Discussion in 'TiVo Help Center' started by shototsu, Nov 11, 2008.

  1. Dec 18, 2008 #41 of 779
    KeithB

    KeithB New Member

    156
    0
    Dec 12, 2008
    Charlotte
    I've spent over 15 minutes on the phone with a very patient Level 1 Tech Support agent named Richard this evening. He listened and took notes while I explained how TiVo's silence on this problem isn't helping them. He attempted to escalate me to a Level 2 Tech, who tried telling him I should talk with Sony because it's a Sony unit. I politely told him that reasoning was wrong, because the motherboard in my Sony is a factory-original TiVo motherboard that is identical to every other Series 1 PowerPC TiVo motherboard, regardless of whose name is on the outside of the box. It even runs the same 3.0.x TiVo software as all other TiVo Series 1 boxes. (The only difference with a Sony is the remote and the IR firmware on the box listening to the IR remote.) Other than the remote, it's the same original Teleworld Customer Device (TCD) as everyone else. He then said he'd forward it to the Level 2 guys, including my comments. ;)

    I'm currently waiting for a call-back. :D At 11:10 pm EST. :eek: I must be :confused: crazy.

    Support Case # 10419194
     
  2. Dec 18, 2008 #42 of 779
    dlee0708

    dlee0708 New Member

    115
    0
    Sep 20, 2002
    Lewisville, TX
    I'm curious, did you forget to tell them it had an unsupported TurboNet installed :)
     
  3. Dec 18, 2008 #43 of 779
    KeithB

    KeithB New Member

    156
    0
    Dec 12, 2008
    Charlotte
    Nope, I mentioned it. It wasn't a terrible problem for him, either. :up: That's a 180-degree turnaround from the completely-less-than-helpful :mad: agent I talked with last weekend. I think they're starting to see some pattern of S1 calls, but that's only my opinion, based on tonight's agent being willing to listen.
     
  4. Dec 19, 2008 #44 of 779
    dbranco

    dbranco Member

    682
    1
    Nov 20, 2003
    Are you folks calling the TiVo support number (877-367-8486) or the specific number for the brand of TiVo box that you have? I haven't called them yet; want to call the # that everyone else is calling, to raise the number of complaints.

    eta: Oops nevermind. I just saw QBiN's post above to call the general TiVo number. Will do that today.
     
  5. Dec 19, 2008 #45 of 779
    trobie

    trobie New Member

    2
    0
    Dec 19, 2008
    Called tech support - no help! I'm stuck in Guided Setup. Using the Prefix workaround I'm able to get it to dial OK, but sits in the "connecting" mode until if finally fails and tells me the call was interupted. What gives?

    Trobie
     
  6. Dec 20, 2008 #46 of 779
    GoalieEd

    GoalieEd Member

    444
    0
    Jul 6, 2001
    Lawton, OK, USA
    I'm using the plain old internal modem on my series 1 and haven't had a sucessfull call since 12-13. I've reset the phone # to the 1-800 number that the tivo uses, since my tivo was bought early enough to be authorized to use that number (although I've always used a local number to save tivo $$). the 1-800 number seems to work (at least the test call was completed) when my local #'s did not.
     
  7. Dec 20, 2008 #47 of 779
    zydehoo

    zydehoo New Member

    4
    0
    Jul 30, 2005
    What is that 1-800 #? Tell us! Tell us! My unit is 2000...
     
  8. Dec 20, 2008 #48 of 779
    samro

    samro New Member

    8
    0
    Nov 16, 2008
    My test calls always work. The problem is 10-15 mins of downloading results in a call interrupted failure. I'm convinced there's a problem at Tivo with the S1. Hours of forced calls with different numbers result in the same failure. I'm out of program guide and out of luck.
     
  9. Dec 20, 2008 #49 of 779
    GoalieEd

    GoalieEd Member

    444
    0
    Jul 6, 2001
    Lawton, OK, USA
    Not sure what the 800 number actually is, but when I went into change the telephone # tivo calls in on, there was an option to "use toll free 800 number" in the telphone #'s list. I don't remember if it was at the top or the bottom of the list for my area code (580)
     
  10. Dec 21, 2008 #50 of 779
    dbranco

    dbranco Member

    682
    1
    Nov 20, 2003
    I posted this in another thread on the same subject. Thought I would post it here as well, in case it helps folks who are experiencing this problem.

    I read in one thread on this site that that "Downloading..." phase is cumulative; if it fails during downloading, the next call picks up where the last call stopped. So I started monitoring this on a daily basis. Although our problem is FAR from resolved, this is what I go through every day to eventually succeed in getting guide data:

    1. Automatic daily call fails with either "Call Interrupted" or "Service unavailable
    2. Manually start the call via "Make daily call now" selection
    3. Fails with "Service Unavailable"
    4. Start the call again, manually
    5. Starts "Downloading..." and then fails after some minutes with "Call Interrupted"
    6. Repeat steps 2 through 5 until it finally starts loading data, and ultimately succeeding in the download.

    It's extremely annoying to have to babysit the TiVo like this; we've had a lifetime subscription for eight years and have never experienced anything like this before. It's definitely a recent problem that began earlier this month.

    Deb
     
  11. Dec 21, 2008 #51 of 779
    nyc_tivo

    nyc_tivo Elegant User

    6
    0
    Oct 17, 2005
    Beds
    THis is happening in the UK too (we only have S1 TiVo's here).
    We have been hounding our dialup providers - see UK forum - to no avail.
     
  12. Dec 21, 2008 #52 of 779
    MauriAnne

    MauriAnne Mostly lurking

    1,496
    0
    Sep 20, 2002
    NC
    I've been fighting with the "service unavailable" problem on my standalone S1 for a couple weeks now. Today, I changed the phone # to one in North Carolina and it worked successfully. Not sure if it was just coincidence or not --- but for now, I have guide data and am glad I have free-long distance.
     
  13. Dec 21, 2008 #53 of 779
    8bitbarbarian

    8bitbarbarian New Member

    44
    0
    Jul 4, 2004
    SF, Ca
    I was getting the "Service Unavailable" on my series 1 earlier this week for at least 2 days but Friday it dialed up and got data. Hopefully just a little glitch on the back end @ tivo. I didn't try any new dial up #'s.

    edit: got Failed Connection dialing up today
     
  14. Dec 22, 2008 #54 of 779
    cpicard71

    cpicard71 New Member

    5
    0
    Dec 22, 2008
    a lot of us are having this problem, and you need to call tivo directly and make a complaint they are in full denial of any issues and are blaming it on our outdated equipment. I am buying an external modem just so I can be use it isn't my hardware.. but I tell you I am stuck in guided setup(dumb me) so feel yourself lucky you get anything. I'm on cable phone (not vonage) from brighthouse.
     
  15. Dec 22, 2008 #55 of 779
    cpicard71

    cpicard71 New Member

    5
    0
    Dec 22, 2008
    There is no philips support anymore so trash that idea. I'm having the same issues and am going to try and external modem just to be sure, but the 4th or 5th time I called in the tech said he's putting it in thinking maybe some other people are having issues.. since he looked at the forums and realized it isn't just me having dialing in issues. I think it has been going on a while, he told me I have had more failures then successful calls in the last 6 months. We'll see if that helps. I refuse to shell out the moola. I have a lifetime service.. they should allow me to upgrade.. I bought the unit from there, it shouldn't matter who made it.
     
  16. Dec 22, 2008 #56 of 779
    MauriAnne

    MauriAnne Mostly lurking

    1,496
    0
    Sep 20, 2002
    NC
    :: sigh :: I guess it was coincidence, as I got "service unavailable" today while dialing the North Carolina number.
     
  17. Dec 22, 2008 #57 of 779
    Illusion

    Illusion New Member

    29
    0
    Jun 1, 2008
    Here is a good one for the troubleshooters:

    I have not had a successful connection since 12/18 and my neighbor has not had one since 12/17.

    We both have S1 Tivos with phone connections. I am on classic copper phone lines and my neighbor is on FIOS fiber. Neither of us has ever had this problem and my neighbor has been on fiber for nearly a year so that is not the issue. We both are using different dial in numbers, so no help there.

    A few months ago my Tivo stopped recording suggestions (so did my neighbor's), now no guide data. This is not much of a lifetime subscription!
     
  18. Dec 22, 2008 #58 of 779
    gssmallie

    gssmallie New Member

    2
    0
    Dec 31, 2003
    St. Louis
    I spent about 90 minutes on the phone with Ernest from Tivo Support. He was very pleasant and gave me the "company line", but did offer as much assistance as he was capable. I have two Series 1, one Series 2 and one Series 3. All are connected to my home network. Both Series 1 have been unable to make a call since 12/7 and 12/8. The Series 2 and 3 are working perfectly.

    Both of my Series 1 machines are hacked with network cards and larger hard drives.

    I find that my Series ones both attempt to connect to 204.176.49.2 on port 80 but get no reply. This appears to be the initial connection sequence.


    The log below is from tclient. It demonstrates how the connection happens to 204.176.49.2 then fails. My firewall logs confirm this behavior. See the portion in RED.


    I have include the a large chunk of the log in hopes that someone will observe something I have missed
    The slice log entries make me wonder if a previously failed download has cause this problem for many of us. I appears that a change to the OS was attempted and likely succeeded on most, but a few of us are stuck in non-connecting purgatory.
     
  19. Dec 23, 2008 #59 of 779
    QBiN

    QBiN New Member

    51
    0
    May 23, 2006
    I have had sporadic success reverting back to my external modem and allowing the Daily calls to complete using that method. I will successfully complete a call only maybe 1 out of 7 calls. It almost seems like it depends on which modem on the other end answers. I have no explanation for it.

    TurboNet is still failing for me 100% of the time. I have not heard squat from TiVo from my open case.

    This ordeal is making me lose much faith in TiVo... and this is coming from a longtime TiVo fanatic.
     
  20. Dec 23, 2008 #60 of 779
    Monty

    Monty New Member

    6
    0
    Dec 5, 2001
    Flanders,NJ
    A Sony 2000 running since 2001. The Tech script went through a few items I have known about
    1. power down unit, disconnect phone line, wait a min,connect phone cable and restart
    2. install a DSL filter

    I have tried these since the first of Dec and have managed to get 2 calls to go through, but the problem keeps coming back.

    Another script had him reading about analog phone lines to digital conversions. I had put my S2 on the same line, no problems for a week, its back on the Net. Seems the modem chipset is not handling digital very well. (A fact, my fax machine just got a firmware update to the modem chipset because it was dropping a lot of calls) Asked him if an update will be out... don't know and we're collectiong data.

    Got a ticket number assigned to my account (S1), the S2 is fine.... and will get some customer satisfaction.

    Everyone call in and spread the word... sure looks like a software bug has turned up... like a Microsoft security update gone bad.........

    Monty
     

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