1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

TiVo 800 Phone Tech Support Quality

Discussion in 'TiVo Coffee House - TiVo Discussion' started by ajergo, Apr 24, 2012.

  1. ajergo

    ajergo A.J.

    44
    0
    Feb 19, 2002
    Webster, NY...
    I was just wondering what everybody thinks about the quality of the Level One TiVo Tech Support when calling 1-877-367-8486 ?

    I just purchased a new TiVo Premiere box and had some bad experiences with Tech Support giving me bad advice. Not sure if this is typical or not. Please reply with both positive and negative experiences.
     
  2. celtic pride

    celtic pride Member

    389
    0
    Nov 8, 2005
    I've had mixed results, once the csr sounded like he just wanted to get rid of me! another time the csr had me try a few thinks which solved my problem. I might have to call them again because i transfered a movie from the bedroom tivo to the living room tivo(both premiere xls) and the movie audio is out of sync. I gues i'll have to buy 2 tivo N adapters to see if that helps like they recommended.
     
  3. ajergo

    ajergo A.J.

    44
    0
    Feb 19, 2002
    Webster, NY...
    Negative Experiences:
    1) 2 Days after hooking up TiVo Premiere, before I even could get HD Menu's I was doing some manual service connections which failed twice. Called Tech support and gave them the error number (which was not on TiVo.com support). Immediately I was told this is a hard drive error and I need a free new TiVo (no cost to me). Tech support person never asked any other questions or did any further diagnosis. Error messages stopped after that and made several more calls to Tech support and found out I was missing "Groups". So, it had nothing to do with my HD. Luckily it was a weekend and I was able to stop the replacement box from being shipped before Monday.

    2) After getting some "Groups" added so I could get HD Menu's, I could not get the whole house DVR feature to work to transfer shows between different TiVo boxes. Spent a whole hour on the phone rebooting and restarting boxes and eventually told it was a problem with my router not allowing certain ports to be open; even though a TiVo Menu that checks the ports showed no problems. Later, after I called back for the 5th or 6th time I found out the problem was due to more missing "Groups".

    Eventually, 10 days later, once TiVo 3rd level support enabled all my Groups, all my problems were solved. BUT, it was a very frustrating experience I and should not have had to spend all this time on the phone with tech support.
     
  4. scandia101

    scandia101 Just the facts ma'am

    10,519
    0
    Oct 20, 2007
    MN, greater...
    I've called cs a few times over the years. Everything has always gone smoothly and I've never had any issues with them.
    Judging from what I've read here on TCF, I have to assume that many problems that people have with cs is caused by their own inability to actually explain things properly and then again with their inability to understand what they are being told.
     
  5. Jackamus

    Jackamus New Member

    90
    0
    Sep 20, 2010
    FL
    I've had hit or miss service when calling TiVo. They have a world class device but the customer service doesn't match up.

    One time I called and the guy thought I was bothering him. So after less than a few moments I hung up on him. :thumbsdown:

    Other than that, I really like my service.
     
  6. GoEagles

    GoEagles New Member

    125
    0
    Dec 2, 2006
    The same thing happened to me regarding the "groups" configuration on TiVo's end.
     
  7. severe

    severe New Member

    69
    0
    Dec 11, 2009
    And here.

    Was this resolved for you GoEagles? What were the steps?

    Seems everywhere I turn I'm reading mention of this groups issue, including TiVo's support forums where it seems to have gone unanswered.

    My post

    TiVo Support

    EDIT: Just read GoEagles steps in the thread I linked to. Gonna have to wait until tomorrow for another call to TiVo. This is too much.
     
  8. GoEagles

    GoEagles New Member

    125
    0
    Dec 2, 2006
    Uncheck all of the sharing options for your Premiere boxes on Tivo.com

    Force serveral connections to the TiVo Service until under the TiVoToGo options in the System Information screen you see "i,i,i" as the configuration.

    Go back to the tivo.com website, and check all the sharing options again.
    Wait about 12 hours or so, force a connect or and reboot, and then HOPEFULLY you will see a,a,a under the TiVoToGo options.

    Also, check to make sure you are "opted in" on the system information screen AND ask about PTSCM messages during your Tech Support call.

    This helped me fix my problem.
     
  9. Soapm

    Soapm Active Member

    1,564
    0
    May 9, 2007
    So close,...
    I can give one piece of advice, never tell them you upgraded your drive or the help stops no matter what problem you have. You can tell them your rabbit ate through the power cord so you want to order a new one and they'll say, "sorry, you opened the box so I can't help you".
     
  10. severe

    severe New Member

    69
    0
    Dec 11, 2009
    Thanks. I unchecked the sharing options at TiVo.com. It took 3 forced connections for TiVo to get from "i,i,a" to "i,i,i".

    I've returned to TiVo.com and rechecked the sharing options. So, I guess, now I wait about 12 hours before I force another connection?
     
  11. GoEagles

    GoEagles New Member

    125
    0
    Dec 2, 2006
    Now go back and check the sharing options on the tivo.com website. Force some connections, reboot the TiVo a time or two. After 12 hours or so, hopefully you'll see a,a,a under the TiVoToGo option.
     

Share This Page