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Discussion in 'TiVo Help Center' started by shototsu, Nov 11, 2008.
That isn't a TSN (15 digits). I believe it is his service call number assigned by TiVo support.
I don't believe that was his Tivo TSN, but was his Tivo trouble ticket number.
Yes, I've tried most of the 206 numbers. Test calls succeed, daily calls fail while connecting with "service unavailable" (never "call interrupted").
I'm tempted to go through guided setup again, but I plan to wait for TiVoJerry to return.
Encouraged by this and dbenrosen's apparent success, I tried clearing program data(Not "clear and delete everything"), and am now in the same boat as morrius, stuck in an endless loop in Guided Setup since the connection to the service is failing, and all the on-screen UI will do is let me back up steps in the guided setup flow. It won't let me exit the flow, even after a hard reboot. So now I can't even get to my previously recorded programs. Damn. My mileage was same as morrius' on this one :^)
At this point the only hope I have is for TiVo to step up and resolve this issue. As for the service call number circulating on this thread, klon67 did indeed post a ticket number, not their TSN. I also have a ticket number to throw in the mix(open nearly 3 weeks now): 091209-007502. I'm guessing the first segment is the date the ticket was open, and the second part is an autoincrementing value generated by the TiVo ticketing system. Note that klon67's number suggests their ticket was opened yesterday.
I'm curious, does the first call connect at all during guided setup work?
I will say that I was still getting the "Service Unavailable" right before I reran guided setup.
Nope, not even the first call goes through.
No, the first call made during Guided Setup doesn't connect for me. Though, while watching the sequence on the screen, it passes the dial step and it seems the problem occurs after the receiving end picks up and is trying to connect to the back-end service.
When I back up one step and try making a Test call within the Guided Setup context, that Test call also fails. It seems that the Test call within Guided Setup may perform a different set of operations than the Test call one can execute from the Phone Setup/Daily Call context, as the latter has been successful for me while the former is failing.
I talked to Tracy, Creston, Frank and Darrell. I always used the same ticket number: 091208-008467.
I am afraid to try the guided setup fix. As a statistician, it appears that the treatment is not reliable for all situations.
I have had my TIVO for 9 years. The season pass data and thumbs up are gone. If my tivo ever comes back to life, it won't know me anymore.
Thanks for keeping attention on this issue, as this is my only TIVO, it really affects my quality of life.
I wanted to clear up some confusion. the number I posted is the Tivo ticket number and not a TSN. I don't see that as a security risk. I encourage others with the SAME problem to post their ticket number so I can get to a supervisor at TIVO and see what they have to say. Maybe TivoJerry will be able to help.
I read is some documentation to Unplug the Tivo and the Phone line for several minutes and then try again. I tried everything else that has been suggested - short of guided setup- so I will unplug later this evening. I can still use the box for pausing live tv which is part of what I love about TIVO. Happy New Year to All.
email sent today to Mark Roberts, SVP Engineering and Operations at TiVo, as well as Krista Wierzbicki, Director of Public Relations(OOF until 1/4):
Mark, I would like to bring to your attention an issue which has been gaining increasing attention in the community as more people have come to forums in search of answers to a common problem. Briefly, on or around December 6, a number of us with Series 1 units began to experience problems making program update calls. Many of us have had no success since then and have been weeks without program data. Symptoms have been identical across numerous subscribers, many of us lifetime, and all started occurring on or around 12/6. I have a engineering degree and have done both hardware and software development, and based on all the data points available, it seems pretty likely this is a result of some change TiVo made in your infrastructure. There are numerous other tech-savvy folks in the community who share this opinion.
Customer service has been of little use, trying to brush the issue off as a phone company issue or something else. I finally pushed enough to, I believe, get this escalated into engineering, and am now in an unknown state in terms of resolution process. The support folks, understandably, are firewalled from the engineering team and cant provide any specifics on whats happening with the issue or when there might be some results. This leaves us in the community up in the air regarding what to expect, and frustrations are running high.
According to the support folks, this level of escalation is relatively rare; if thats the case, my request is that someone on the product side be established as a communication liason to the community to share status updates on this issue. A 3+ week gap in service availability would never be tolerated where I work if the issue were caused by the provider organization. I appeal to your sense of customer commitment to do whats right here and facilitate a timely(though one could argue were already past that point) resolution.
Additional information can be found in my open service ticket: 091209-007502, as well as on the forum(starting at post #648):
(removed since the forum won't let me post links until I have at least 5 posts, I'm currently at 4)
I look forward to a response.
Thanks so much for posting your ticket number. We now have 4 open tickets listed. Thanks for the great letter, on my behalf
Lately I have been unable to get new programming data on my Series 1 Tivo. Nothing has changed with our wiring/phone since Dec. 12th, the last time the Tivo successfully downloaded data, except now the tivo is unable to download the guide data. Only after we ran out of data did I try new numbers.
Here's what happens:
After changing the dialing options (in search of something that works), the Tivo will generally successfully make a test call. Then, when I "Make Daily Call Now", I expect it to get the new programming data, however, it will do the following:
Preparing to call
Failed - Service Unavailable
I am very technical and I'm used to debugging hardware and software issues. I've exhausted Google and other resources.
It's a series 1 Philips Tivo with a serial number that starts with a bunch of 000-0023-2930...I mean this was one of the first boxes. I've been able to dial out for 12 years now from various locations.
Although my last successful update was Dec. 12th, we've been having spotty updates for about 3 months prior to that, where it might not be successful for a few days or even a week. Before that (ie, as of June/July 2009 and earlier), it always dialed out just fine -- unnoticeable.
As stated, I am currently able to successfully "Make Test Calls" and dial in to change area codes. I've tried EVERY 212 number with all sorts of new variations that I never needed to do in the past, the ol' *99 for Vonage, and , #034, or ,#019, stuff. I've tried the 800 numbers and some 646 numbers and some 914 numbers. The box is right next to the phone line now...a 6 foot phone line. The phone has dial tone, I've changed wire, I've tried our other phone line, etc.
I had the same behavior and it was corrected by repeating the guided setup (without deleting old settings/data). This has apparently not worked for others, which will leave the Tivo stuck in a guided setup loop until you revert to a backup image of your drive (assuming you have one), so attempt at your own risk.
Ditto on the thanks to tujin. If another ticket will help, here's mine: 091210-000994.
Just wanted to follow up that my TiVo is now totally working. The first regularly scheduled call after my guided setup rerun was successful this morning at 3am and my guide data went out another day to Jan 11.
According to an earlier post (I think by TivoJerry) as long as a connection is made the machine is considered active, so if you are getting the Service Unavailable error I think you are fine (in terms of service cancellation). Also, I think it is 6 months, not one month.
Even changing the dial up number would be a successful connection.
Same problem as the rest on here , called Tivo again tonight and was told that nothing can be done until the engineers get back from holiday leave and that Monday Jan 4. Here is my serivce number 091226-001740, New York, Verizon and they even granted me authorization to there toll free 800 number (TFA=3) and still the same problem.
I believe we are getting good traction on this problem. It is my bet that the engineers will make it a personal challenge to solve this problem and be a hero
Is it true that it is 2 machines fixed by using the guided set up and 2 suspended in an endless loop?
That's what it would seem from the postings thus far.