Originally Posted by TiVoJerry
My coworker Greg spotted this post and started looking into your situation. He is writing up a summary and passing this along to a team of people who should be able to respond to this shortly. I apologize for not doing more, but I am heading out the door to prepare for CES, so I cannot determine how quickly that response will be.
Well, I have the same problem. My account is in good standing according to the website but closed on the tivo box. I have had this tivo for three years and pay monthly.
Three calls to customer service:
1st one during the day while at work. Tech support said I needed service level number so I said I'd call back.
2nd call I got through and was told to unplug tivo unit as well as network adapter for two hours and then have tivo do a download and it should work. Well, it didn't.
3rd call I got a woman (at 9:48 pm) who seemed to be in a rush. She told me to download again in another two hours and it should be working. I doubt it will be but she at least got me past the time when tech support would be open. I asked her why my account was closed and she couldn't give me an answer (incidentally, I have 3 other tivo units that are still in good standing). I will wait until 11:48 and try it again. Then I will try it tomorrow morning. But I was not happy with her attitude or her lack of knowledge. Unlike the first two tech support people, she did not ask me to take a brief survey at the end of the call.
I also asked her to transfer me to someone who could answer my questions since she had much less knowledge than the first two people I spoke to. She wouldn't transfer me to anyone else.
If Tivo is familiar with this issue at least from December of 2005, why did tech support act as if this were a totally new problem.