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tivo elite user experience log

Discussion in 'TiVo Premiere DVRs' started by gteague, Jan 19, 2012.

  1. Jan 19, 2012 #1 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    2012_0119 0040ct
    • problem: lost channels while recording. discovered at 0620ct.
    • fallout: lost approx 6 hours of potential recordings
    • resolution: reset cable card
     
  2. Jan 19, 2012 #2 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    2012_0119 1600-1830ct
    • problem: intermittent loss of cable card signal/sync
    • attempted solution: called time warner to pair up a new cable card. i had a working cable card when i called. removed working cable card and inserted new cable card. tw tech unable to pair new cable card. 45 minutes go by ... Finally he gets the 'V' in the 'Conditional' screen which, according to tivo, means the card paired successfully. but i have no channels. tw tech has me take the tuning adaptor out of the line. 30 minutes go by ... he has me take out the cable card and connect the coax directly from the wall to the tivo and try to receive channels. i advise him that since the elite won't do ota i doubt it will tune direct cable input either but he insists it should and declares that i have no cable signal even though i 'prove' to him there is signal because my internet is working and my tv can tune channels. 30 minutes go by during which he insists that i have no signal and need to call the local cable company to roll a truck. after having me do a guided setup which accomplishes nothing, he throws up his hands and quits. but when i hook everything back up the way it originally was, the cable card is now working.
    • resolution/plan: monitor new cable card for signal/sync loss to see if using a new/different cable card will solve the intermittent signal/sync loss i've been experiencing since i got this new elite about 3 weeks ago.
     
  3. Jan 19, 2012 #3 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    • problem: lost channels while recording on two tuners
    • fallout: lost two recordings
    • resolution: reset cable card
    • note: so much for a new cable card. worked for less than two hours. and that means i've replaced all time-warner equip at least once and had tw techs out to verify signal integrity 3 times. problem is going back to tivo as soon as their support lines open tomorrow.
     
  4. Jan 20, 2012 #4 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    • problem: watching live tv. experienced pixellation and channel disappeared
    • fallout: no recordings lost since i caught the loss of sync/signal right away
    • resolution: reset cable card & tuning adaptor

    * are we enjoying our tivo experience yet? i sure am. but it's obvious already (to me at least) that this is not a cable signal issue since the first cable card would work for 24-48 hours before disappearing. this new cable card i put in has lost signal/sync 3 times in the last 6 hours. i'm pretty sure this means the problem is the cable card (but this is my 3rd one) or the tivo elite.
     
  5. Jan 20, 2012 #5 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    • problem: went grocery shopping for one hour. lost channel sync.
    • fallout: ruined two recordings
    • resolution: reset cable card

    this is bs, more bs and total bs. tivo needs to fix this or refund my money. i could troubleshoot cable cards forever until the damm box deigns to accept one.
     
  6. Jan 20, 2012 #6 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    • problem: lost channel signal/sync
    • fallout: n/a
    • resolution: tried putting prior cable card in. bad mistake. very bad mistake. didn't work. put original cc back in and the data_id changed, so now i've lost several tiers including premium channels. what a clusterfsck!
     
  7. Jan 20, 2012 #7 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    • problem: needed to revert to original cable card which is only losing sync about every 18-36 hours as opposed to the new one i installed last night which lost sync about every two hours
    • fallout: no fallout. called tivo cable card self-install center
    • resolution: after one hour got original cable card working again

    * monitoring for sync loss. actually sleeping and when i wake up i'll check to see if the cable card is still working. it was a long night and i have a very bad cold. will call tivo when i wake up and complain that time-warner has done about all they are going to do and i (and tivo problems) have worn out our welcome with them.
     
  8. Jan 20, 2012 #8 of 373
    turbobozz

    turbobozz New Member

    211
    0
    Sep 21, 2006
    MD/VA
    This is almost certainly your cable co's fault or an issue with your coax wiring.
    Get Tivo to do a three way call with TW.
     
  9. Jan 20, 2012 #9 of 373
    aaronwt

    aaronwt UHD Addict

    19,192
    25
    Jan 31, 2002
    Northern...
    Maybe there is an issue with the box. If was a typical problem, many people would be having this issue.
     
  10. Jan 20, 2012 #10 of 373
    compnurd

    compnurd New Member

    1,011
    0
    Oct 6, 2011
    I agree. You are blaming Tivo for something they have almost no control over here. The fact that you are able to swap cable cards for periods of time and have channels suggests that TW does not have something set up right in there system. I would have them send a tech out
     
  11. Jan 20, 2012 #11 of 373
    rcobourn

    rcobourn Registered Snoozer

    735
    1
    Nov 10, 2004
    Phoenix, AZ
    One thing I've come to expect about cable cards... if your tech shows up with half a dozen, you have a reasonable chance of getting a good one.
     
  12. Jan 20, 2012 #12 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    • problem: los while i was asleep
    • fallout: lost any sked recordings
    • resolution: reset cable card
     
  13. Jan 20, 2012 #13 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    the point i keep returning to again and again and what frustrates me so much is that i had two working cards in an s3 just before the elite purchase. that is the troubleshooting goal, to reduce the problem to one component and the only component i changed was the dvr.

    and i've been on two 3-way calls with tivo/time-warner. i had a 4 hour troubleshooting call with tivo where we wrung out all four tuners and recorded hundreds of diagnostic points and tivo said they couldn't really see anything wrong, but i might try replacing the tuning adaptor. needless to say, that wasn't the problem.

    every evening for the last month that i haven't had to work i've been on the phone with either tivo or time-warner trying to get this problem resolved. i work nights, so i've lost a considerable amount of sleep over this and now i'm sick. i don't understand how so much of the burden of making this purchase work falls upon me--it is not right.

    /guy
     
  14. Jan 20, 2012 #14 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    just got off the phone with tivo and they agreed with me that they needed to ante up some 'skin' to the game in order to force time-warner to continue to troubleshoot, so they are sending me a replacement box and promise that if this box continues to fail they will negotiate with time-warner on my behalf--something i think they should have taken responsibility for weeks ago.

    /guy
     
  15. Jan 21, 2012 #15 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    the signal level and snr at the catv wall jack (which i read personally from the tw tech laptop on two occasions), while not to tivo standards, are the same as the level and snr as reported in the elite dvr diagnostics screen, which would seem to rule out level loss or added noise in the connections from the wall jack to the tivo. to my mind, this eliminates the coax, coax connectors, and the splitter.

    tivo wants a level of about 94 and a snr of 35. my readings are 92 and 37, but those readings are within tw specs, so tivo can complain and whinge all they want, tw is not going to tear things apart or give me gold-conductor coax to meet tivo specs.

    /guy
     
  16. Jan 21, 2012 #16 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    tivo is sending out a replacement box next week.

    /guy
     
  17. Jan 24, 2012 #17 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    problem: los while i at work
    fallout: lost any sked recordings
    resolution: reset cable card, but still missing about 1/3rd of my channels--seemingly at random.
    further problems: lost tivo service. lost many channels. did tivo cancel my service for this box before i got the replacement in from them? that would be an idiotic move, for them to drop service on this box before i even got the replacement for it in place and notified them. if fending off the cable company idiots wasn't enough for one lifetime ...
     
  18. Jan 24, 2012 #18 of 373
    larrs

    larrs Movie Fan-Addict

    1,011
    0
    May 2, 2005
    DFW
    I had an issue like this for about 6 months when I got my first S3. It would work fine for a while, then I would lose some channels and then others, then lose recordings, etc.

    I had new cablecards installed 3 times. Finally, when I was frustrated enough to throw the Tivo and the cable out, I got ahold of a supervisor that found an issue in their software that was causing the cable card to not know what I was subscribed to. They changed that setting out and I have been basically fine for three years. You never know.
     
  19. Jan 24, 2012 #19 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    despite an email from someone high up in tivo who said that there were 60 days of temp service put on the box being replaced and the service contract transferred to the replacement (new) box, the cs rep i called at tivo said they routinely cancelled service on boxes that are being replaced without checking to see if the new box arrived or if the owner is even ready to do the replacement. so, even though i put a new cable card in yesterday and wanted to wait and see if my existing box worked with the new card, i am being forced to replace the old box with the new box even though the old box might work with the latest card. now i'll never know.

    i had filled up the original box with 22% capacity of recordings, but not having any way to transfer these mean they are just lost. but i guess i should count my blessings--at least the original box worked enough of the time to record that many shows.

    so i'll spend many hours after midnight tonight configuring the new box. and i'm sure the existing cable card won't work with it and will have to be re-paired yet again.
     
  20. Jan 25, 2012 #20 of 373
    gteague

    gteague golftango

    520
    0
    Apr 1, 2007
    dfw (euless)
    problem: lost internet connection while setting up new tivo
    fallout: unable to connect to tivo to complete guided setup
    resolution: bugged cable company until service restored at 0700.

    the delights never end. while setting up the new tivo elite, my internet went out right at the step where it has to connect to tivo and get an update. the box is dead as a doornail until this step is done. but i guess i would have had to stay up this late anyway if i wanted to get the cable card paired since the tw self-install center doesn't open until now.
     

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