Anyone else having guide isuues that are NOT getting resolved?

Discussion in 'TiVo Coffee House - TiVo Discussion' started by just4tivo, May 27, 2018.

  1. just4tivo

    just4tivo Active Member

    491
    171
    Dec 9, 2015
    Guide was working just fine for a while and then one day the program info for a specific channel changed to info that was not remotely accurate for that channel. Called TS to tell them and spoke to an English challenged agent who didn't seem to understand what the guide is and how it shows info so I also submitted an online guide problem report. Waited a couple weeks and no resolution. Checked my account and the ticket is marked CLOSED.

    Now today the same thing happens on another channel

    Seems that TiVo can't fix guide issues that are broken in a timely manner but they sure can break the guide on a semi regular basis.
     
  2. NoNose

    NoNose It's complicated...

    53
    0
    Nov 27, 2015
    Orygun, USA
    I've received the same treatment from the Tivo Lineup department. I'm not sure anyone actually exists there now. For sure, a single individual with lineup problems is ignored. It was 3 months back that my first ticket was created. I've never received anything but useless automated messages stating that my tickets have been opened or closed. Worst of all, there is nowhere to turn to get any real help. First Tier support is clueless, and there is no direct way to contact the Lineup department. As far as I know, the case management process is totally automated to open and close the case numbers without any human intervention. This situation stinks! Good luck with your issues.
     
  3. just4tivo

    just4tivo Active Member

    491
    171
    Dec 9, 2015
    Another frustrating round with the first level agents at TiVo. Asked to speak to her supervisor and she gave me a rope-a-dope with excuse after excuse so I finally thanked her for her time and disconnected.

    Seems to me that there are TWO problems with guide\program info resolution process at TiVo... the symptom and the disease

    SYMPTOM: The agents are ignorant of what the guide is and, how it appears on the screen. Since no one @ TiVo can actually view our TV, as Dish and DTV can, we are cursed with trying to explain guide problems in simple enough terms for them to form a visual image of the problem. Without that ability they can't accurately relay the symptoms to the lineup specialists, if they really do exist.

    DISEASE: The inability to speak directly with a lineup specialists who might understand the problem dooms us to either slow or no problem resolution and often results in something else in the guide being broken.

    I'm getting really tired of being a paying beta tester for TiVo.
     
  4. Jun 1, 2018 #4 of 38
    Furmaniac

    Furmaniac Active Member

    286
    72
    Apr 3, 2018
    I'm fairly new to TiVo. I loved the Youtube videos I saw on of the old UI, so I was immediately disappointed when Hydra appeared on my DVR. Since then, I've never used the old interface.

    Since my new boxes automatically gave me Hydra, I have this question about the Guide ... didn't the old UI allow you in the Guide ... to sort by channel name such as CBS, TNT, etc, and not just by channel number?
     
  5. Jun 1, 2018 #5 of 38
    dlfl

    dlfl Cranky old novice

    8,743
    631
    Jul 6, 2006
    Dayton OH
    Nothing new here -- it's been this way since TiVo switched to the Rovi guide data in August 2016. (Apparently the OP hadn't been scanning this forum since then.) By now it's apparent this is the "new normal".
     
  6. Jun 1, 2018 #6 of 38
    Furmaniac

    Furmaniac Active Member

    286
    72
    Apr 3, 2018
    Was that an answer to my question? Are you saying that NOT sorting in the guide by Network has been around since 2016 and not because of Hydra?
     
  7. Jun 1, 2018 #7 of 38
    JoeKustra

    JoeKustra in the other Alabama TCF Club

    18,175
    3,248
    Dec 7, 2012
    Ashland, PA...
    Hydra = display/sort by channel number
    Encore - display/sort by channel number or channel name.

    Network is not a factor.
     
  8. Jun 1, 2018 #8 of 38
    John Meno

    John Meno Member

    93
    9
    Nov 21, 2017
    I think the Tivo company we all grew up with is now dead. Hopefully some company will come along and try and make the best possible DVR experience, have top notch customer service, and incorporate other business ventures that would make for a profitable company. If that does happen I would happily switch. But until then, the current watered down version of the Tivo company we learned to love is still better than the standard FIOS DVR. :rolleyes:
     
    avaddict likes this.
  9. Jun 1, 2018 #9 of 38
    Furmaniac

    Furmaniac Active Member

    286
    72
    Apr 3, 2018
    Thanks. So this is another Hydra thing they messed up.
     
  10. dlfl

    dlfl Cranky old novice

    8,743
    631
    Jul 6, 2006
    Dayton OH
    No, sorry, that was in response to the thread starter post rather than the post you interjected later. Glad to see you have your answer though.
     
  11. sharkster

    sharkster Well-Known Member TCF Club

    11,163
    3,024
    Jul 3, 2004
    NV
    Pretty much every day since Rovi. Many of them are minor and are on channels I don't watch much. Often they get ironed out before a given day arrives with shows I would be recording.

    I've tried sending stuff to Tivo but it's not like it used to be - you know, when they used to actually do something and respond accordingly? The last few times I've sent programming issues they were ignored - no response and no fix. One time, however, I got a response that the issue was fixed - but it wasn't.

    I just figure that unless I decide to leave Tivo I'm their b!tch now and that's the way it goes. :D
     
    dlfl and Mikeguy like this.
  12. NoNose

    NoNose It's complicated...

    53
    0
    Nov 27, 2015
    Orygun, USA
    PLEX Pass and my own hardware is serving me well now. We have "Auto Skip" and an accurate and persistently up-to-date guide by Gracenote. The Live TV, high quality OTA recording, excellent coordination with Roku and other apps is making the transition from Tivo...a breeze. Best of all, the "Lifetime" subscription cost was a major enticement. Tivo has forsaken everyone in my immediate region, by providing a totally brain-dead lineup. Friends and family that I encouraged a couple of years ago to go Tivo, are all in the same boat. Without a functioning guide, and no help available, there is no rational reason for any of us to patiently wait for Tivo to improve.
     
  13. Furmaniac

    Furmaniac Active Member

    286
    72
    Apr 3, 2018
    I find that many shows such as game shows and others, have the host listed in the cast, but if you put his/her name as an actor on a wishlist, the wishlist ignores it. I don't think that's a guide issue ... I don't know ... but it would be helpful if the host of a show would always be listed as part of the show's description in the Guide. Unfortunately, t'aint so! Some game show descriptions (e.g.. Jeopardy!) say "No description available" and you can't even use those words as part of a wishlist keyword search. I wrote this up to fix it as a TiVo suggestion, but as it was said here, you get no acknowledgement from them.
     
  14. just4tivo

    just4tivo Active Member

    491
    171
    Dec 9, 2015
    With respect that kind of consumer apathy is what leads these companies to (try) to get away with treating customers the way they do.

    RE: my original post...

    I got back the correct program info for the channel TiVo screwed up but every program is off by one hour.

    You'd think that since TiVo knows our ZIP code they could time the program info correctly?

    Interested to see how long it will take to fix this... if they fix this without breaking something else in the guide.
     
  15. sharkster

    sharkster Well-Known Member TCF Club

    11,163
    3,024
    Jul 3, 2004
    NV
    It was kind of a joke, thus the :D

    Sometimes a thing sounds funny in my head but outside my head it might fall flat. I'm ok with that. :)
     
  16. just4tivo

    just4tivo Active Member

    491
    171
    Dec 9, 2015
    I figured that BUT there's nothing funny about TiVo's poor customer service and technical ineptitude.

    A better retort you might have posted is that with TiVo we have to laugh to keep from cryin'
     
  17. dlfl

    dlfl Cranky old novice

    8,743
    631
    Jul 6, 2006
    Dayton OH
    Not applicable in this case. It's lack of competitive DVR products that lets TiVo get away with this terrible guide data.
     
    Mikeguy likes this.
  18. just4tivo

    just4tivo Active Member

    491
    171
    Dec 9, 2015
    More than applicable along with other reasons.

    Dish and DTV were happy slugging it out with the cable companies while the customer service with all of them deteriorated.

    And while they all weren't watching people began to cut the cord until the loss of customers became as important to their P&L as the Sat vs Cable fight.

    Be it OTA or streaming the pie pieces of the entertainment industry are being resized.

    What makes me laugh is that TiVo is perfectly positioned with hardware and software to take advantage of those cable cutters yet they seem to be paying more attention to other things than ringing the register now.

    Sure, all of us who payed up front for lifetime or all-in are not a continuing revenue stream but us advising friends and family that TiVo is not what it was when we bought in and that the customer service SUX so look elsewhere for your entertainment isn't gonna sell those big buck Bolts with all-in or month to month.

    If TiVo wasn't so myopic it would avail itself of the NO COST marketing and advertising machine it already has (US) by making the guide work and giving us competent customer and tech support.
     
  19. dlfl

    dlfl Cranky old novice

    8,743
    631
    Jul 6, 2006
    Dayton OH
    Well if word count is decisive, you win.
     
  20. just4tivo

    just4tivo Active Member

    491
    171
    Dec 9, 2015
    It's not the word count... it's the content and thank you, I'll take the win.
     

Share This Page