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Tivo Roamio with Comcast: VOD freezes. Problem solved!

Discussion in 'TiVo Roamio DVRs' started by beevik, Sep 11, 2013.

  1. Dec 30, 2013 #41 of 167
    JonM in MN

    JonM in MN New Member

    21
    0
    Dec 27, 2013
    Currently chatting with Comcast, they say my Tivo is TIVOPMHST with them. Sounds like the right one, Premiere, they're looking at it.
     
  2. Dec 30, 2013 #42 of 167
    JonM in MN

    JonM in MN New Member

    21
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    Dec 27, 2013
    Referring to the Escalation Team. Great.
     
  3. Dec 30, 2013 #43 of 167
    Partridge

    Partridge tinkerer

    7
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    Dec 25, 2008
    Thanks for the info. I had the same issue. Took about 5 minutes from dialing the phone to checking that VOD was working correctly.
     
  4. Dec 30, 2013 #44 of 167
    JonM in MN

    JonM in MN New Member

    21
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    Dec 27, 2013
    Partridge, can you be specific about who you talked to (billing, tech support, etc.) and what you asked them to do (change the billing code, add the code to my account, etc.)?
     
  5. Dec 30, 2013 #45 of 167
    skid71

    skid71 Member

    144
    1
    Mar 20, 2013
    After dealing with this issue for at least two months, I firmly believe it all comes down to the person you are working with. After many, many attempts through calls and chat, I finally spoke to a representative that knew what they were doing, or knew what specifically needed to be done.

    I wish all those going through this the best of luck.

    VOD still working great here in the KC market.

    Edit: In my case, I did not speak with a rep from billing or the cable card phone number. It was (I'm assuming) a "general" tech representative.
     
  6. Dec 30, 2013 #46 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    In my case, I HAVE spoken to someone who knew exactly what the problem was (is). She claimed to have dealt with it many times before. She said "Oh, I just have to add the Tivo Premier code to your account, okay if I put you on hold?"

    She came back and claimed that the system would not allow her to apply the code (she couldn't find it in the list of available codes.) She had never seen this problem, and I've been "stuck" ever since... (I should mention that before they rebuilt my account due to billing errors, I went through this same routine, and VOD worked perfectly for about a week [the Premier code was visible, and they added it], it was only after they rebuilt the account that this code became invisible to them...)
     
  7. Dec 31, 2013 #47 of 167
    JonM in MN

    JonM in MN New Member

    21
    0
    Dec 27, 2013
    Continuing on my saga for those who are interested --- it has a happy ending.

    Chatted with `Catherine' online yesterday and she sent my issue to the `escalation team' and said she'd try to refresh my cable card and work it at her end, has no clue about codes or Tivos. At about the same time, not coincidentally I suspect, I lost phone and internet at home, but not TV! Phone came back after I got home from work, called tech support for internet after rebooting the modem didn't work and talked to `Eva' in Houston.

    Doubt there's a way, but find her if you can, she's great. She refreshed and fixed my modem, I asked her to transfer me to someone that could help with cablecard/Xfinity VOD, she put me on hold, came back, and said `I fixed it'. And she had. Said she added the Tivo Premeire code to my account.

    Still no call from the `escalation team', but I'm happy now.
     
  8. Jan 2, 2014 #48 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    I was just on the phone with Tivo to transfer my lifetime S3 that I sold on ebay. After we finished with that, I asked the rep if she had any insight into this problem. She told me that Tivo and Comcast are both aware of the issue, and are working on it as a very high priority issue (hah!).

    But, the most interesting thing she mentioned is that it is a Roamio only problem...It doesn't happen on the premieres. That was very interesting to me (if true).
     
  9. Jan 3, 2014 #49 of 167
    sbourgeo

    sbourgeo Hepcat Daddio

    7,443
    0
    Nov 10, 2000
    New England
    I called the Comcast 877 cable card number yesterday to pair my cablecard with my new Roamio with this issue in mind. FWIW, the CSR seemed pretty knowledgeable and said he had already set up the correct billing code when I asked about it. He must have, because VOD is working fine without any issues. :up:
     
  10. Jan 3, 2014 #50 of 167
    zalusky

    zalusky Active Member TCF Club

    5,050
    10
    Apr 5, 2002
    Cupertino, CA
    I don't mean to thread steel but I have noticed something similar with the TIVO app where the screen goes blank for a few seconds (Audio is fine). The video will then come back. It's almost like the bit rate is not being sustained and Netflix cannot deres to support it.

    Anybody seen this and is it related. The input is different but the output is the same.
     
  11. Jan 3, 2014 #51 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    This is completely unrelated. Please start a new thread for this topic.
     
  12. Jan 5, 2014 #52 of 167
    aaronbooker

    aaronbooker New Member

    4
    0
    Jan 2, 2014
    I attempted all the steps listed above last week - got a rep after three calls and 90 minutes who claimed they applied the "Tivo Premiere" account, and unapplied it and reapplied it. No joy. Truck roll happening later today. If anybody would like to tell Comcast about the issue and how they got it solved - here's the VOD thread on Comcast. I started a thread called Tivo Roamio not working with Comcast On Demand (freezing after 6 seconds).

    http://forums.comcast.com/t5/Video-On-Demand/bd-p/CTV_OnDemand

    Any "kudos" or comments for my question much appreciated - would be good for Comcast to know how common this issue is. :)

    Aaron
     
  13. Jan 6, 2014 #53 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    I replied over there...Let us know how the "truck roll" goes...
     
  14. Jan 15, 2014 #54 of 167
    webcrawlr

    webcrawlr New Member

    127
    0
    Mar 4, 2004
    I recently had issues with VOD freezing. Online chat had it fixed in about 5 minutes by adding the code, "TiVo Premier Stand Alone" under "bolt-ons". According to the agent it's a no fee code. :up:
     
  15. Jan 16, 2014 #55 of 167
    scottkathi

    scottkathi Member

    44
    0
    Sep 14, 2001
    Sammamish,...
    I had basically the same story as everyone... talked to several clueless Comcast CSRs, chatted with them, repaired CC, set other codes, even had one tell me that XOD is not supported for Roamio. Then found the one CSR who had a clue, and using the exact quote from webcrawlr's post, had it fixed in 3 minutes.
    Thanks!
     
  16. Jan 16, 2014 #56 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    They all say that my account is already correct. They can see the "Tivo Premier" code on the account, and it is paired, etc...

    Still, VOD freezes.
     
  17. Jan 17, 2014 #57 of 167
    jmpage2

    jmpage2 New Member

    1,951
    0
    Jan 20, 2004
    A friend of mine had a similar problem. It turned out that he had the lowest tier comcast service available which does not include On Demand.
     
  18. Jan 17, 2014 #58 of 167
    JonM in MN

    JonM in MN New Member

    21
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    Dec 27, 2013
    My freezing came back after the code was added. Deciding whether to pursue aggressively or hope for a future update that fixes it.
     
  19. Jan 17, 2014 #59 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    I have a truck roll scheduled for tomorrow. Because, at this point, that's all Comcast is offering to do. I'm almost certain that it will be a waste of time, but at this point I've already spent about 40 hours on this problem (most of it waiting on hold). Fingers crossed.
     
  20. Jan 17, 2014 #60 of 167
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    I do not have the lowest tier, and when I had the Comcast DVR (which I turned in when I got the Roamio) VOD worked fine. In fact, VOD had worked fine on my Roamio...until they "rebuilt" the account due to some erroneous billing.
     

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