TiVoStephen or TiVoPony, I need help dealing with TiVo Customer Service problem.

[jman23]

I have a Tivo HD and I believe Tivo customer support may be incorrectly lumping me in with the video freezing problem and denying me an exchange. I have a case number which I can provide. I have read through a lot of the "Tivo HD picture freezes" thread. I have experienced the video freezing problem maybe two or three times in over a month. The problem being exactly what is described in the forums. It is annoying to have to reboot Tivo, but I understand that the problem is being worked on and of everything I am about to describe it is my most infrequent problem. It is also my least frustrating because there is at least a temporary solution (rebooting the Tivo). All of the problems I am about to describe are not fixed by a reboot (hard or soft). I would greatly appreciate it if you could help me in this matter.



One important update: Please don't use the 7-7-7-Clear for anything other than a video freeze that fits the pattern described in this thread. Only TiVo HD units are experiencing this issue. If you have random freezes and jitters, or you have a Series3 unit, then you have a different issue and those should be posted in other threads.

This quote gives me even more confidence that I am experiencing problems not related to this video freeze. I infrequently am experiencing the video freeze issue discussed in the thread, but am also experiencing random jitters and many other issues which you explicitly state are not related. I will describe my problem and then how customer support has been handling it.

I have a stock TivoHD, local cable company, HDMI out, optical audio out, multi-stream Scientific Atlanta CableCARD in slot 1, native video, no DVR expander. These have been experienced with both live and recorded shows. It happens on HD and non-HD channels. However, when I watch video on the TivoHD that I transfer from my Series 2 Tivo there are zero issues. This is clearly a recording/buffering issue and not a playback issue. It does not happen all the time, but at least one issue per recorded show or full show watched at live.

For some shows, the video starts playing faster than it should while the audio continues at the same rate. Eventually the video slows down to normal and the audio speeds up and catches the video. Then it proceeds like everything is normal. I miss portions of the show. If I pause it when it's doing the weird fast video, it will work fine once I hit play. However, it will always do it if I rewind and replay this point. There is always a section of the show that is rendered unwatchable no matter what I do.

The audio periodically just drops from the show. There is no audio through the HDMI cable to the tv and my surround sound (connected via optical audio cable) goes from Dolby Digital or PCM to literally acting as if there is no input at all. The video proceeds at normal speed and eventually the audio comes back (about 5-10 seconds or so later).

The picture sometimes gets garbled with a sort of boxy pixelation. Sometimes this is just a quick thing. Sometimes it messes up the whole playing of that portion of the show (lasts a minute or less, but the video is horrific). It does not appear to be channel-specific nor dependent on signal strength.

The video also sometimes stutters showing every third frame or so. If I change the channel and then go back to that channel, all is fine. Pausing and then hitting play also can resolve it.

The cable guy came out twice and has determined it's not a cable issue.

Today I had a support person ready to process an exchange, but he gave me one last step to try (disconnect my splitter and hook the cable directly to the Tivo) before he would start the exchange. This did not fix the problems and when I called back, the next support representative began working the exchange. She could not process it for some reason and I was forwarded to a higher level support person. He asked for my case number then asked if it was a video freeze issue because apparently that was tagged in my case number. I told him what I just told you that I knew of the video freeze issue that is being worked by the engineers and that is a very minor part of my issues. I described everything I just described to you. He told me that it is all related and he is not authorized to process an exchange for that issue. I told him that I understand he has to work within limitations and asked to speak to someone higher at which point he told me he was the highest level of customer support. I did not like that answer because I feel there is always someone higher.

morac from the "Tivo HD picture freezes" thread agrees with me:
Based on the description that most people (and TiVoStephen) are using, I would say your problem is not the same issue.


I completely understand that there is no guarantee an exchanged box would be free from the video freeze issue. I would almost expect it since it seems so widespread at this point, but I know that it is being worked on. As I said, I would almost rather have that issue since it at least has a temporary fix. If all other problems are fixed, I would be happy to have just one problem that I at least know is being worked on and can be temporarily fixed with a restart. I just do not agree with the support person that all my issues are related to this video freeze issue.

TiVoStephen, I can see from your posts that you are very informed on this issue and are working with the engineers. TiVoPony and TiVoJerry, I'm sure you're well informed too as you follow the forums. If either of you judge that all my issues are related to this video freeze issue then I will accept that and wait for the engineers to resolve that issue. If you agree with me, can you please provide me some advice on how to deal with this customer service issue? The free labor portion of my warranty expires soon and I want to resolve my issues as soon as I can if they are something other than this video freeze software issue.

[parttimer]

Wow, my Tivo Series 3HD does the same thing. I just thought it was something funky with the cable company. My unit was a refurb so I don't know if that has anything to add.

[pomerlp]

Wow, my Tivo Series 3HD does the same thing. I just thought it was something funky with the cable company. My unit was a refurb so I don't know if that has anything to add.

Mine did the same thing too. One reboot fixed it.

Sorry about your luck.

[morac]

morac from the "Tivo HD picture freezes" thread agrees with me:

I'd just like to point out that I am in no way affiliated with TiVo nor do I know what is causing your problem so my statement shouldn't be used as proof of your case. I was just stating my opinion (that it is not the freezing problem) based on what you posted, i.e., throwing my name around probably won't help your case (though it shouldn't hurt it either).

[jman23]

I'd just like to point out that I am in no way affiliated with TiVo nor do I know what is causing your problem so my statement shouldn't be used as proof of your case. I was just stating my opinion (that it is not the freezing problem) based on what you posted, i.e., throwing my name around probably won't help your case (though it shouldn't hurt it either).

I wasn't throwing your name in as influence, just to identify the quote. Sorry for any confusion. Basically I was just using your statement as verification that someone outside my wife and I that think most of my problems are not related to the video freeze issue. I hope for a response from TiVoStephen or TiVoPony since they are both more knowledgeable in the details of the video freeze issue.

My feeling is that Level II customer service (I've talked to the same guy twice so maybe it's just him) knows there's a problem with video freeze that is being worked on, they're not allowed to give exchanges for it, and I feel like I'm being lumped in. Beyond the fact that most of my problems are flat out different than the video freeze one, none of them (except the very infrequent actual video freeze issue) are solved by a reboot like the video freeze is. Last time I talked to Level II, I had just gone through various troubleshooting with Level I explained that the video freeze issue is extremely rare and am having all the other problems much more frequently. They were going to give me an exchange, but it wouldn't go through for some reason so it went to Level II. I gave my case number and, if I'm remembering correctly, he said is this a video freeze issue right off the bat. I explained how that issue was very minor and everything was my problem, but he said everything I'm describing is part of that one issue even though reboot doesn't solve it and that I cannot get an exchange (the video freeze is a software issue so they won't exchange for it). It just doesn't make sense to me since TiVoStephen says pretty straightforwardly that anything besides what's being described in the video freeze thread is a different problem.

Sorry for the long response which basically reiterated my first post, but I'm just really frustrated more at the customer service response at this point than the issue itself.

[Tico]

To rule out the cable Co as the problem I would get a cable box for a few days to make sure I don't experiencing any Freezing/tiling...

[jman23]

To rule out the cable Co as the problem I would get a cable box for a few days to make sure I don't experiencing any Freezing/tiling...

I had a cable company HD DVR for a few months before getting the Tivo HD. No problems with the picture at all. The box itself would freeze up once in a while, but that was just a box-related problem.

No issues with the cable on Series 2 DT Tivo or other non-Tivo TVs either. The HD Tivo plays shows transferred from the Series 2 fine as well. Also the cable guy came out twice to rule out issues on their end. When he looked at the issue he actually said it looked like the hard drive needed to be defragged, but I'm not messing with that especially since I'm under warranty.

[jman23]

I am furious about this problem on my Series 3. I called TIVO again on Friday. The rep said that it is a software problem, that the developers are working to solve it and she has no idea when it will be fixed. She said she would send me out a new box, but it would have the same problem.


Oh this is ridiculous. Apparently kinners was given a replacement box on June 6 for the EXACT problem while I cannot get a replacement box for numerous OTHER problems. Is it because his is a Series 3?? I really feel I am being lumped in with a known problem despite numerous other problems I have which are, in my opinion, not related.

Basically what happened with kinners is exactly what I want. I understand I will most likely be receiving a box with this video freeze problem, but it is at least a problem being worked on with the temporary fix of just rebooting. None of my other problems can be fixed in that way.

I really need help from a TiVo representative that understands this problem. TiVoStephen, TiVoPony, TiVoJerry, I need your help.

[TiVoJerry]

I apologize for not stepping in to answer questions earlier but I have been traveling for work and didn't have much opportunity to scan the forums.

We have notified agents several times that the only "known issue" that we're investigating is where the video freezes on a still frame but the menus operate just fine. Unfortunately, there is still confusion about this. Poor A/V should not be associated with frozen A/V, but it still happens (most likely based on what terminology the customer & agent use).

First off, if you are a Verizon FiOS customer, you should definitely use an attenuator, but you should also use a low pass filter. They use MoCa signaling that doesn't play nice with our boxes. I wouldn't even troubleshoot FiOS further until these are in place.

For all other providers, I strongly recommend, if at all possible for testing purposes, that you try running a straight connection to where you signal enters the home. This effectively bypasses all splitters, splicers, dirty connections, and bad wiring in the home. Not everyone can do this, but if you can and the picture improves you now know that you've got some work ahead to eliminate the problem within the video path.

TROUBLESHOOTING:
Put each tuner onto an affected channel.
Go to the Diagnostics screen (Msg & Settings> Acct & SysInfo> Diagnostics) and check:
Frequency
Modulation
Signal Lock (is it going in and out)
Program Lock (ditto)
Signal Strength
SNR
RS Uncorrected

1> ---the higher the signal strength the better, but above 95 could be too hot. If strength is low, remove any splitters or bad cabling; and I'm not just talking about what's between the wall and the TV. Anything between where the cable hits your home and the TV is suspect. This is not always easy to do in a house with numerous splitters underneath the house.

If you end up running a clean feed and strength is still low, call your cable company.

If signal is high, use an attenuator. 3 to 6 db is usually more than enough but I've heard of people not seeing results until using over 9! Some people try variable attenuators to dial it in.

2>---SNR
A QAM 64 signal will usually require a SNR of 24 db, a QAM 256 will require a SNR of 30 dB. If this is low, a booster may help. I'm told that above 35 could actually be a bad thing but haven't heard any reports of that nature.

3> Reed Solomon Uncorrected (RSU) errors
If the number on this line is high and jumping quickly, you could experience video problems. You can try playing with an attenuator but the cable company is really going to have to clean things up on their end.


With all that said, there are numerous other variables in the signal that we cannot control, making it hard to guarantee success. A hardware exchange may, or may not, resolve the issue at this point but we'll do one in the interest of customer satisfaction. If the replacement exhibits the same symptoms, the problem lies elsewhere.

Hope this helps.

[ilh]

Can you say more about this low-pass filter? What frequency cut-off?

[TiVoJerry]

I was not given any details more than that. Generally this is supposed to be enough information for a Verizon agent or installer to put the correct equipment into place. I'm told that both an attenuator and low pass filter are supposed to be standard equipment on all of their new installations.

[cableguy763]

On a cable 256 QAM setup signal to noise of over 35 is great. 30 is the bare minimum you should have. That 30 means the signal is 30 db above the noise floor. The higher the number the cleaner your signal is.

[ilh]

Thanks.

Interesting. I just realized that when I had FiOS TV installed they switched my router to one with MoCa even though it is wired to the ONT via Cat5. Since I dumped all my FiOS STBs, I just disconnected my router from MoCa, so hopefully my Coax is now MoCa-free. I wonder if I'll see fewer RS errors now.

[moyekj]

First off, if you are a Verizon FiOS customer, you should definitely use an attenuator, but you should also use a low pass filter. They use MoCa signaling that doesn't play nice with our boxes. Interesting statement. I don't have Verizon FIOS but I am using MOCA networking (Motorola NIM100 boxes) to network my 2 S3s together via coax and I don't have any visual defects as a result. Note that MOCA operates above the 1GHz frequency range which is well outside the video services range (typically up to 850MHz or lower) so I don't see why there would be any interference issues. Having said that on certain channels I do get pretty high "RS corrected" error counts (1 or 2 per second according to Diagnostics menu). Since they are correctable errors I don't see any visual defects. At first I just presumed it was a cable company signal issue but now that this was brought to my attention I will have to try unplugging my MOCA boxes to see if that makes any difference.

[jman23]

TiVoJerry, thank you very much for your response. I completely understand work committments and I think everyone here really appreciates the help that you and the other TiVo employees on these forums give.


First off, if you are a Verizon FiOS customer, you should definitely use an attenuator, but you should also use a low pass filter. They use MoCa signaling that doesn't play nice with our boxes. I wouldn't even troubleshoot FiOS further until these are in place.

For all other providers, I strongly recommend, if at all possible for testing purposes, that you try running a straight connection to where you signal enters the home. This effectively bypasses all splitters, splicers, dirty connections, and bad wiring in the home. Not everyone can do this, but if you can and the picture improves you now know that you've got some work ahead to eliminate the problem within the video path.


I am not a Verizon FiOS customer. Although I can possibly run a wire directly to my affected TiVo, it would be difficult and I most likely would not be able to keep it connected long enough to see any video issues (I would not be able to close my front door if it was hooked up directly to the source). That being said, my cable company has replaced the connections at the jack, at the source outside, and at the underground source (I have buried wiring).


TROUBLESHOOTING:
Put each tuner onto an affected channel.
Go to the Diagnostics screen (Msg & Settings> Acct & SysInfo> Diagnostics) and check:
Frequency
Modulation
Signal Lock (is it going in and out)
Program Lock (ditto)
Signal Strength
SNR
RS Uncorrected


Tuner 0:
Frequency: 693000 KHz
Modulation: QAM 256
Signal Lock and Program Lock: Unchanging Yes
Signal Strength: 100
SNR: Alternating between 36 and 37 dB
RS Uncorrected: 0

Tuner 1:
Frequency: 603000 KHz
Modulation: QAM 256
Signal Lock and Program Lock: Unchanging Yes
Signal Strength: 100
SNR: Alternating between 37 and 38 dB
RS Uncorrected: 0

I understand there are certain things that even a perfect TiVo won't be able to handle due to signal issues. I will try an attenuator if I can find one at Radio Shack just so I can eliminate that as a potential problem source.

Do you think the CableCARD is a potential problem source? The two cable techs that have come out to make sure this problem is not on their end do not think it is a CableCARD issue, but I was wondering what you thought?


With all that said, there are numerous other variables in the signal that we cannot control, making it hard to guarantee success. A hardware exchange may, or may not, resolve the issue at this point but we'll do one in the interest of customer satisfaction. If the replacement exhibits the same symptoms, the problem lies elsewhere.


I appreciate your help and if the replacement does exhibit the same problems (besides the actual video freeze issue) then I will attempt to attack the issue from the wiring and signal side beyond what has already been done. Should I just call TiVo customer service again with all this information to get the exchange? Assuming I can find it at Radio Shack, I am going to try the attenuator before attempting an exchange just to see if that resolves the issue.


Hope this helps.
It most deifnitely does. Thank you very much!

[moyekj]

Interesting statement. I don't have Verizon FIOS but I am using MOCA networking (Motorola NIM100 boxes) to network my 2 S3s together via coax and I don't have any visual defects as a result. Note that MOCA operates above the 1GHz frequency range which is well outside the video services range (typically up to 850MHz or lower) so I don't see why there would be any interference issues. Having said that on certain channels I do get pretty high "RS corrected" error counts (1 or 2 per second according to Diagnostics menu). Since they are correctable errors I don't see any visual defects. At first I just presumed it was a cable company signal issue but now that this was brought to my attention I will have to try unplugging my MOCA boxes to see if that makes any difference. Update: The channels that I was getting "RS uncorrected" errors are no longer having the problem, so it must have been a signal issue. My MOCA setup does not seem to have any ill effect on either of my S3s.

[kinners]

Oh this is ridiculous. Apparently kinners was given a replacement box on June 6 for the EXACT problem while I cannot get a replacement box for numerous OTHER problems. Is it because his is a Series 3??

Clarification: When I got the details I was offered a refurb box for $150 plus the cost for me to return the defective box to TIVO. Not much of a deal.

[jman23]

52 minutes on the phone later and I have a replacement box on its way! I can only hope the worst I'll experience is the known video freeze issue. I waited this long because I had my cable company come out again today to check everything again and I used attenuators up to 16dB (knocked the signal strengths down to 40-60 or so) all in an attempt to see if the issue could be cleared up on the cable signal end.

Two interesting things about the video freeze problem from my customer service experience. First, one agent said the video freeze issue is on TiVo HD boxes with TSNs beginning with 652. Has that been officially determined? Second, the other agent said that the known issue is where everything freezes and unplugging the coaxial cable fixes it. It was my understanding from reading the forums that the issue is not that, but the video freezes (and the menus work) and a reboot fixes it. Are there two known issues regarding freezing now?

[TiVoJerry]

The word "freeze", whether mentioned as a total lockup or just a video freeze (but menus are still accessible), still causes some agents to become confused.

There was a short period of time where we were investigating true feezes/lockups where it was noticed that disconnecting the RF cable seem to stop the issue from happening, but that was merely covering up the problem by reducing the DVR's workload significantly. This new "symptom" caused us to start an investigation that ultimately concluded what we knew all along....it was a hardware problem.

Unfortunately agents still try to connect the two issues, and I continue to try to educate them on the differences.

It's not an "official determination" that only 652 units are affected by the video freeze issue, as it would be unwise for me to exclude anything at this point, but I also have yet to see a valid report of a 648 that is only experiencing video freezes.

I hope this clears things up a bit.

[doconeill]

Ugh...there is a HW issue with the 652s? Do they send out "corrected" replacements?

I can't say I've ever had to "hard reset" my two units more than once or twice each since I got them in November, although I do have the video-only freezes on occasion.

When I've had to hard reset, I've done it by pulling the plug. I haven't tried the RF cable yet.

[HiKent]

The word "freeze", whether mentioned as a total lockup or just a video freeze (but menus are still accessible), still causes some agents to become confused.

...

Unfortunately agents still try to connect the two issues, and I continue to try to educate them on the differences.



So does this mean that when the customer service agent told me that the pixelating I reported on in this thread (http://www.tivocommunity.com/tivo-vb/showthread.php?t=396125) was the "known" lockup problem that they were just confused? After I spoke to them, I was indignant that I had spend two days waiting for TWC to replace the cablecards (which had no effect) and then be told it was a known problem. To find out they might just be confused is no comfort.

So is repeatable pixelating the same as the lockup? Will it be fixed?

My Series 3 problems have including fighting with TWC over cablecards, audio dropouts, pixelating, no music channels, TWC moving *all* HD to SDV, software hickups, and no M-card support. (TWC charges overs $200/year *each* for the S-Cards.) And now no reliable recording (pixelating).


My Series 1 was nothing for a joy from Day 1 --- my Series 3, not so much.


Thanks. Kent

[TiVoJerry]

Ugh...there is a HW issue with the 652s? Do they send out "corrected" replacements?

I can't say I've ever had to "hard reset" my two units more than once or twice each since I got them in November, although I do have the video-only freezes on occasion.

When I've had to hard reset, I've done it by pulling the plug. I haven't tried the RF cable yet.

That is NOT what I said. Just because the symptoms might only appear on one model does not, in any way, indicate a hardware issue.

[doubletee2]

Enough already. If the problem is a software issue, then why not rollback to the previous version if it worked as I have read all throughout this site. I am personally dismayed that such a debacle is allowed to continue. I am so frustrated with my Tivo HD that I am about to demand my money back. "Once in a Blue Moon", indeed, they got that part right. I complained on the Tivo Support forum in what I thought was a nice way and my post was removed because it did not "pertain to conditions" or some such gobbledygook. Is that going to happen here?
Why field a software update product that obviously does not work and causes so much frustration that it is damaging the reputation of Tivo? It makes absolutely no sense. I am quite sure that most Tivo HD owners are probably not technically inclined or even have the time to try all of these fixes that are recommended.
As I in effect said in my post on Tivo Support that was removed, "Companies that give poor customer service and deliver inferior products will go the way of the Dodo bird. Perhaps the X generation type who censored my post thought I meant something else. A Dodo was a flightless bird that is now extinct because it could not evade or escape its predators.
Tivo, you need to come clean and admit to your customers that there is a problem before someone decides to file a class action lawsuit.

[ah30k]

Tivo, you need to come clean and admit to your customers that there is a problem before someone decides to file a class action lawsuit.Ah yes, that is what we need. More lawsuits!

[GoHokies!]

You're confusing the Official Tivo forums with this site, which is unrelated to Tivo (other than the employees who are nice enough to post here on their own time).

Software rollback isn't possible - there's no mechanism for it.

The software isn't as bad as you're making it out to be - no software is perfect (other than highly mission critical systems that are very, very, very expensive) and bugs happen. Just bide your time, and a new update that likely fixes your issue will be along shortly.

Also, thanks for the great threat of a class action suit - it's been a whole month or two since I've read that one, and I needed the laugh. :D

[doubletee2]

Well, the Dodos won't be filing a lawsuit and I certainly have no intent in that direction. I also was not communicating a threat. I am simply expressing my opinion as a frustrated customer who paid good money for a product that is supposed to work, maybe not perfectly, but most of the time anyway. Thank you very much.

[ZeoTiVo]

Well, the Dodos won't be filing a lawsuit and I certainly have no intent in that direction. I also was not communicating a threat. I am simply expressing my opinion as a frustrated customer who paid good money for a product that is supposed to work, maybe not perfectly, but most of the time anyway. Thank you very much.

well you got your complaint out and sure I can understand you are frustrated.
But what TiVo employee would touch a post with such broad inflamatory remarks. Here it can be part of the thread but the official TiVo support forum needs to keep clean of such noise.

So was there any kind of specific question you have that TiVoJerry could address. I believe he would have to defer the class action matter to the lawyers to address ;)


PS - I have a TiVo HD and it is working fine and avoided this issue.

[doconeill]

That is NOT what I said. Just because the symptoms might only appear on one model does not, in any way, indicate a hardware issue.

Well, perhaps I am confused by what you meant by:

This new "symptom" caused us to start an investigation that ultimately concluded what we knew all along....it was a hardware problem.

Do you mean that this was a hardware problem with a particular unit? Your comments about "one model" and the 652s made it sound like you were talking about the TiVo HD platform as having a hardware issue. That's why I asked.

If it is a platform issue, and they are sending replacements, was the problem corrected in the replacement? Or is there a potential software workaround?

I'm not terribly concerned about it - as I said, I have not had to do hard resets much. I was just asking for clarification.

[doubletee2]

And one more thing, I am not confusing the websites. I clearly stated that I posted originally to the Official Tivo Support Forum website and that my post was censored. I received an email from Tivo that my post had been removed. I then posted here.
If I were that confused I probably wouldn't even be able to use a computer. I am merely a frustrated customer and a little indignant about the quality of the product that I paid for not working as advertised. Is that wrong? Why should I, along with other customers, have to wait to be given at the very least an official explanation by Tivo and some expectance of when the problem will be alleviated? Are you satisfied with your HD DVR freezing up when you are trying to watch TV? This happens on every channel no matter whether HD or SD and I don't like it and I am saying so here because that is what this website puports to be in existence for.
And one more thing, anything that doesn't work like it is supposed to is defective (even if only a little) in my book and that means bad, too.

[morac]

Do you mean that this was a hardware problem with a particular unit? Your comments about "one model" and the 652s made it sound like you were talking about the TiVo HD platform as having a hardware issue. That's why I asked.

That was my take on the statement. My interpretation of his statement was that they were researching problems with some people's TiVo where removing the RF cable fixed the problem, but it turned out to be a red herring and that there was a hardware problem on those particular units.


The freeze issue being looked at is very likely a software issue (since it first manifested on a software update). That's not to say that some people might be experiencing a hardware problem (chances are many are), but many hardware problems have a tendency to show up after an update (for whatever reason). That doesn't necessarily mean the software and hardware issues are related.


And to answer the other person's question about rolling back software, I'm pretty sure it's not possible to do so. Even if it was, there were bugs in the prior software that actually prevented recordings for some people. I would think that all other things being equal, an issue that temporarily breaks recording would trump an issue that temporarily breaks playback.

[TiVoJerry]

Thanks, morac, for clarifying my statements.

[GoHokies!]

And one more thing, I am not confusing the websites. I clearly stated that I posted originally to the Official Tivo Support Forum website and that my post was censored. I received an email from Tivo that my post had been removed. I then posted here.
If I were that confused I probably wouldn't even be able to use a computer.Pro Tip: We don't care what happened on the other forum. Compaining about it here just makes you look like a whiner and further ruins your chances of anyone taking you seriously. Nobody here has any control over the other place.

I am merely a frustrated customer and a little indignant about the quality of the product that I paid for not working as advertised. Is that wrong? Why should I, along with other customers, have to wait to be given at the very least an official explanation by Tivo and some expectance of when the problem will be alleviated?Yes. Because that's how the world works. Tivo has millions of DVRs to support and precious little time to publicly state everything they know about your little issue.

Are you satisfied with your HD DVR freezing up when you are trying to watch TV? This happens on every channel no matter whether HD or SD and I don't like it and I am saying so here because that is what this website puports to be in existence for.No, but most DVRs out there aren't doing that. You're in the minority. This forum exists for folks to have rational conversations about Tivo, not whiney irrational complaint-fests.
And one more thing, anything that doesn't work like it is supposed to is defective (even if only a little) in my book and that means bad, too.Thanks for the grammar lesson. :rolleyes:

[doubletee2]

No one has put me in my place or any other place. I am a frustrated consumer simply asking for an official explanation of what is wrong and when can we expect a fix. A Tivo message acknowledging the problem would have been in order as far back as March 2008or earlier as far as I can surmise from reading the posts here. Official notification to Tivo customers of this problem;That it is real and being worked on in a timely fashion would have promoted a much better image of Tivo in the market place and to the Tivo community. I am not new to Tivo. I shouldn't have to come to this board to research this problem. That is certainly a reasonable expectation on the part of a consumer desiring support. I have a series 2 and it is still functioning very well after almost five years and I have every right to expect the same performance from the new Tivo HD that I recently purchased. If that is whining then so be it. I am not blind like some people who enjoy deluding themselves because they are not having the same problem. Empathy for others is truly a virtue. If you don't like my style then don't read my posts.

[magnus]

I have had very limited amount of freeze/lock up on my Tivo HD. And none at all from my S3.

I would not at all say that there is a hardware problem with the Tivo HD. However, I suspect that there might be a slight issue with the software. It might be helpful to note exactly what you were doing when the lockup occurs.

[GoHokies!]

I am a frustrated consumer simply asking for an official explanation of what is wrong and when can we expect a fix. A Tivo message acknowledging the problem would have been in order as far back as March 2008or earlier as far as I can surmise from reading the posts here. Official notification to Tivo customers of this problem;That it is real and being worked on in a timely fashion would have promoted a much better image of Tivo in the market place and to the Tivo community. I am not new to Tivo. I shouldn't have to come to this board to research this problem. That is certainly a reasonable expectation on the part of a consumer desiring support. You can keep on wishing, but it doesn't happen. Not from Tivo, not from any other company, so yes, your expectations are unrealistic.

I have a series 2 and it is still functioning very well after almost five years and I have every right to expect the same performance from the new Tivo HD that I recently purchased. And outside it this isolated incident, I'm sure that you'll have that experience, much like the rest of us are having.

If that is whining then so be it. It is. I am not blind like some people who enjoy deluding themselves because they are not having the same problem. I'm neither blind, nor deluded. If anything, you're blind to the larger world around you and deluded into thinking that Tivo owes you a roadmap to recovery for your special little bug.

Empathy for others is truly a virtue. So is patience.
If you don't like my style then don't read my posts.Ditto. If you don't like what I'm saying, stop giving me fodder.

[doubletee2]

Well, Mr. Hokie Dokie, I didn't intend to give you or anyone "fodder". The only other responder went on his way courteously. My purpose was fulfilled after that first post until you happened along.
I'm just curious about whether you are a Tivo company employee because you seem so blindly loyal to Tivo, the company that is always right according to you, and your extremely right of center idea that consumers have no rights when it comes to seeking an official explanation to a problem that is being experienced by many.
If a Tivo engineer (Jerry) posts the straight dope here then why doesn't Tivo customer service have a clue. Many customers been given the run around with cablecard exchanges and have paid additional money for replacement units that probably didn't need to be replaced.
Yes, yes I know you stated that you haven't had the problem and that I and the others with the problem are in the minority.
So I guess you have the offficial statistics to back up your claim or are you just wildly speculating? I am guessing that you are speculative and that you are getting your jollies from this exchange. The reason for that conclusion being that; If you don't have the problem then why are you lurking on this thread?
You will notice that I have formatted my post so you can more easily pick out the parts for your individual replies and still let me do the talking for most of your post.
Now you can have the last word. I defer.

[rocko]

Boys, please take it to PM if you insist on continuing this flamefest. While it's quite entertaining it's not helping things.

I too would be pissed-off to no end if either of my HD units were misbehaving; however I'm also realistic enough to realize that loud complaining, which may work in some fora, is counterproductive, if not self-destructive here.

Thanks in advance.