This usually happens when they add a Tivo but forgot to activate the transfers/downloads on the tivo.com my account, under DVR Preferences.
Series 2 (PLS, sold)
TiVo HD 1TB (157 HD Hrs, PLS, "652")
Juliet Basic (PLS)
OTA! OTA! OTA!
The TiVo Apocalypse begins on Sat 2013 Feb 16 00:00 GMT!