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Vod app temporarily unavailable v301

Discussion in 'TiVo Premiere DVRs' started by dhoward, Apr 21, 2013.

  1. dhoward

    dhoward Member

    295
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    Mar 15, 2002
    I just wasted an hour + of my life. I decided to try tivo one more time. I explained the problem and was told that they are receiving other calls regarding the same problem. He set up a three way call with comcast. The first two people we spoke to had no clues and said they really don't support the tivo feature and to call tivo. I told him that tivo was already on the line. The tivo agent asked to be transferred to a higher level of support. After a 1/2 hour of being on hold the tivo agent had to leave. I waited another five minutes and then hung up. Comcast only answer was for a truck roll. I told them no as it is not a hardware problem on my end. The tivo agent supported me. Anyway after all this I am no better off. There does not seem to be any way of getting someone to fix this. I love my tivos but sometimes there is a big prolem when both tivo and comcast are pointing fingers at each other. I hope someone else in this thread gets better results and we can piggyback off their solution. If it gets solved it will be on this forum. I guess I can live without on demand. I wonder if I am entitled to a discount on my bill if comcast cannot fix the problem. I also wonder if the app was accidently corrupted during the daily download from tivo. Who knows. My guess is as good as their's.
     
  2. kenkuenzel

    kenkuenzel New Member

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    Apr 22, 2013
    Both Comcast and Tivo should be called here. While Tivo has no trucks to roll, it could still be a problem in their network or in an update that has been pushed out (as someone suggested). I believe (from the little I have been able to learn about all of this in the past two days, so take this all with a large grain of salt), that the Xfinity app uses the normal IP to communicate back to Comcast to pull data (menus, shows, etc) and start the VOD stream to the tivo (which are still one-way hosts). IF my wild speculation is correct, then there is a server somewhere in some cloud (Tivo or Comcast or both), that needs to facilitate this communication, queue the show to your cable card, etc. Due to the speed that this app is failing, it quickly bails out with a network failure (which is why Tivo has you walk though all the network test steps) when it does not reach that server. Until either or both companies open up a network ticket, this will probably never be fixed.
     
  3. dhoward

    dhoward Member

    295
    0
    Mar 15, 2002
    Both companies have been called and after a lot of frustration no solutions or even the hint that someone is working on it. When I had a problem with vod during it infancy I emailed Margret and the ball started moving. Maybe that route has to be taken again assuming she is still active. She is a VP but I do not know anyone else who might aid us. Any suggestions?
     
  4. dhoward

    dhoward Member

    295
    0
    Mar 15, 2002
    The heck with it. I just pm'd her with a link to this thread. What have we got to lose.
     
  5. hybucket

    hybucket Member

    558
    6
    Nov 26, 2004
    Our sanity.
    Worst customer service. Ever.
    UPDATE
    My VOD is now working! !! Guess the truck rolled when I wasnt looking.
     
  6. dhoward

    dhoward Member

    295
    0
    Mar 15, 2002
    Guess what after I read your post I tried it again. Mine is working also. Maybe our calls actually spurred someone to fix it.
     
  7. hybucket

    hybucket Member

    558
    6
    Nov 26, 2004
    Together, we. will rule the cable world.
     
  8. BetterYeti

    BetterYeti Looks like chicken.

    524
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    Aug 24, 2004
    Weird. It it's now working from the HD menu but now SD menu (which I prefer) won't even go to vod menu from main menu. Will try restart.
     
  9. mattack

    mattack Active Member

    20,750
    4
    Apr 9, 2001
    sunnyvale
    Did you guys try to contact them at the 'social media' sites? I seem to remember they have both a twitter acct and FB acct, and supposedly pay attention to those more carefully..

    one is 'wecanhelp', but I don't remember the rest.. if it's an email address or twitter.
     
  10. lessd

    lessd Active Member

    7,697
    5
    Jan 23, 2005
    CT
    VOD just came back on in the Hartford CT area, I got the error but a sec. later VOD came on and I could watch a program, the next time I tried no error just went directly to VOD.
     
  11. dhoward

    dhoward Member

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    Mar 15, 2002
    Looks like everyone has VOD again. After I realized my P4 had recovered I checked my P2 which uses the SD menu's. When I tried to go to VOD it just sat there at the please wait screen forever. I finally forced my way back to the My Tivo screen. I then attempted to let it call home and it took forever to get past the negotiating process. I finally stop looking at the screen and went back to live TV. It finally made its connection and when I tried the VOD it worked fine. My Mini had a big error message, C133 or C131 I think, that basically said some of its features were unavailable and please wait. These features were all the apps and the search features. Based on all this I think the problem was on Tivos side of the house and not Comcast. All Comcast was going to do was a useless truck roll. Tivo knew there was a problem but never passed that info to the CSR's causing a great deal of aggravation. It is not so much that there was a problem it is that no one could provide info on it and causes the customer to have to get frustrated dealing with both Comcast and Tivo and getting nowhere. Maybe Margret will read this thread and institute some method so we can tell which company is at fault and maybe a time frame for repair. That is all either one had to say and I would have been happy.
     
  12. kenkuenzel

    kenkuenzel New Member

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    Apr 22, 2013
    Yes the service is back up. In a thread on the Tivo site, they informed my the Comcast servers had a power outage and went down on Sunday. While the Comcast server was down and they should have had the good network practices to identify this, this is as much as a Tivo problem as anything else. Apparently, they could see requests from the many effected Tivo systems and the Comcast servers and could now see them working. Part of a well designed, well run network is the ability to use the various parts to help isolate faults and restore services. In this case, it appears the Tivo systems knew that all the individual users were making requests, that got to/through them and failed when talking to the Comcast servers. If they had bothered to monitor these failed requests or looked when the calls started coming in, they could have quickly informed Comcast of the issue. It appears there is little or no collaboration between the two companies to insure that we all get good service. At the very least, Tivo could have pointed Comcast in the right direction and avoided all the 'refresh signals', 'truck rolls', and other useless customer service requests. What needs to happen here, is that Tivo needs to be forced to take responsibility for the all the apps that run on its platform, especially the ones where their infrastructure is involved in the complicated network dance. Services and servers will always fail, we all understand that. A well run network can quickly recover from the failures and restore service. The Tivo infrastructure had the key to saving us all a lot of grief and getting the service restored. They choose to be lazy and leave us all hanging for a lot longer than was necessary. Comcast will never care about a few Tivo outliers. Tivo should.
     
  13. dhoward

    dhoward Member

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    0
    Mar 15, 2002
    Very well said. I could not agree more. This is a perfect example of poor customer service. I requested TivoMargret to view this thread. Maybe she can use this as a what not to do when customers are seeking help. If Tivo wants to draw new customers from the Cable Companies they have to show that their service is better when a problem develops. Oh well at least we have VOD back :D
     

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