Check where the Gift Sub was bought from. AFAIK only Tivo sell them so your going to have to call Tivo and demand to speak with someone that can help you. Given that today is the first day back after the Holiday season you might have better luck.
I think all the Tivo employee's that lurk here are at CES this week.
TivoHD, 1Tb upgrade, 96" Front Projection Screen.