Do I have a defective Premiere XL

Discussion in 'TiVo Premiere DVRs' started by sac84371, Jun 24, 2011.

  1. sac84371

    sac84371 Lost In Space

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    Jan 23, 2003
    Greater...
    Brand new Tivo Premiere XL with Boston based Verizon Fios with M cable card and no tuning adaptor (none is required), ethernet wired to 25MB/s up and down network.

    Strange issue happening.

    Tuner 0 can not tune in channels 752 Nick for kids, 554 Spike, 690 Comedy Network, 717 VHI. The odd thing is the frequency for each channel. 554, 717 are both at 861000khz and 752, 690 are both at (855000khz). These are the only channels that can't be tuned in.

    All channels can be tuned to tuner 1 without issue including 752, 554, 690 and 717.

    Is this a Tivo issue or a cable card issue.
     
  2. L David Matheny

    L David Matheny Active Member

    1,632
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    Jan 29, 2011
    SE Ohio
    I'm OTA only, but it sounds to me like it's more likely a provider problem than a TiVo problem. Does Verizon Fios use SDV? Have you made sure that 717 and 554 can each be tuned (not at the same time) by each of the TiVo's tuners? You can check that by going to DVR Diagnostics to see which tuner is tuned to what, then going to Live TV to view and change channels, then switching back and forth as necessary until you've checked all necessary combinations of channel tunings.
     
  3. sac84371

    sac84371 Lost In Space

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    Jan 23, 2003
    Greater...
    David,

    See below for my latest research. Curious your thoughts.

    Tuner 0 can not tune in channels 752 Nick for kids, 554 Spike, 690 Comedy Network, 717 VHI. The odd thing is the frequency for each channel. 554, 717 are both at 861000khz and 752, 690 are both at (855000khz). These are the only channels that can't be tuned in.

    All channels can be tuned to tuner 1 without issue including 752, 554, 690 and 717.

    Is this a Tivo issue or a cable card issue.
     
  4. L David Matheny

    L David Matheny Active Member

    1,632
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    Jan 29, 2011
    SE Ohio
    I don't know, but it's certainly interesting. Having two channels on the same frequency seems suspect. Could that be a cable card provisioning error? I would call the cable company first and see if they can fix it. But also call TiVo to get their thoughts and to get the problem on their records (with a case number) in case you later have to return the unit. I still think it's probably related to the cable card, but remember I'm OTA only. I hope some of our expert cable subscribers can tell you more.

    Edit: What frequencies are shown when tuner 1 is tuned to 752, 554, 690 and 717? Could it have correct channel mapping while tuner 0 has incorrect mapping?
     
  5. sac84371

    sac84371 Lost In Space

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    Thanks Fios is now claiming it is a known QAM issue only in MA with channels 752,717,543 and 690. The tech I was speaking to said there was a bulletin he referred to after my call and called me back to inform me that it could be an issue beyond the cable card and could be related to the cable to the house itself. What I find odd is I never noticed this problem before and how the heck can one tuner work fine and not the other. One thing I do know is I am no engineer and now I know why.

    Thanks for the input.
     
  6. DonaldBurns65144

    DonaldBurns65144 Member

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    Jan 10, 2011
    USA
    If you have more than one M-card (their set top box has one too) maybe try swapping them out. FIOS doesn't track card to device and so you can swap with no problems. See if problem follows the M-card.
     
  7. sac84371

    sac84371 Lost In Space

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    Only the one. Looks like Verizon is claiming it is in issue only in MA with certain channels, specifically the ones I mentioned. Something to do with QAM, not sure what that is, Verizon is coming out today. I will update accordingly.
     
  8. ciscokid

    ciscokid Member

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    Jan 14, 2003
    Tampadelphia...
    Replace your splitter. If it's marginal, you'll likely have problems with certain channels at one time and other channels at other times and the problems MAY be intermittent. I've found the Tivo is particularly fussy with Fios down here in Tampa and a tech who visited us several months ago gave me the splitter tip and solved my problems when he replace a 6 way splitter that seemed to be just fine, but it WASN'T!
     
  9. sac84371

    sac84371 Lost In Space

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    Curious if that would remedy the issue of the channels being on the same frequency. Thanks for the suggestion!!!
     
  10. sac84371

    sac84371 Lost In Space

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    Verizon Fios service tech could not remedy the issue. Check signal strength throughout my entire system and he found no errors. Replaced M card with the exact same card but obviously brand new. Still the same issue. Tech contends it is a Tivo issue and not a Verizon issue since all channels can be tuned on one tuner.

    So what now?
     
  11. L David Matheny

    L David Matheny Active Member

    1,632
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    Jan 29, 2011
    SE Ohio
    So apparently it isn't a hardware error in the cable card, but does that necessarily prove that there is no problem with the cable card? Does some Fios server send a channel map to the cable card? Or to some device that sits ahead of the cable card? Multiple channels being tuned to the same frequency still sounds to me like some kind of provisioning error. Have you discussed that specific possibility with Verizon?

    I abhor the idea of returning a piece of hardware that may not be defective, but certainly people have exchanged Premieres for less certain reasons (sometimes for bogus reasons, sometimes more than once). Are you still within a 30-day return period or at least within a warranty period? I suppose it's conceivable that one tuner in a Premiere could be defective, but I'd still bet you $20 that the Premiere isn't the problem.
     
  12. sac84371

    sac84371 Lost In Space

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    I feel like I am between a rock and a hard place on this one. Verizon is stating it is not their problem since the channels of concern do indeed tune in on one tuner. So called Tivo and now Tivo is saying that it maybe a defective tuner and when I told them I did not think that was the case due to the fact of duplicate frequencies for two sets of channels, the Tivo helpdesk stated that is not unusual and is handled with a QAM protocol. Not sure what QAM does. Lastly Tivo is asking me to send this unit back and they will ship me another to replace it. I actually was telling Tivo I did not think it was a hardware issue and asked if they would be willing to get on the phone with the Verizon Tech. The rep said there was no need since Tivo was willing and able to send out another brand new unit.

    Seems to be a waste of money and resources. But sadly I am at Tivo's mercy and will abide by their direction, but there has got to be a better way to trouble shoot these boxes versus just replace them. Given this box is less than a week old maybe that is what is fueling their concerns but why don't we actually try and trouble shoot it before I have to send it back.
     
  13. L David Matheny

    L David Matheny Active Member

    1,632
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    Jan 29, 2011
    SE Ohio
    As you know, I feel the same way, but if TiVo says send it back, then do it. They may have seen the same strange problem before and traced it to hardware. If you know anyone else who has a Premiere, it would be great if you could try their box with your cable card. I won't be surprised if your new box does the same thing, but I certainly could be wrong. Please let us know.
     
  14. aaronwt

    aaronwt UHD Addict

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    Northern...
    I also have had a problem with channels at a specific frequency. But it affects all ten of my tuners not just one. i will get oxidation on the copper conductor of my cable where it connected to the ONT. I have to remove it and clean it off and then it is fine. It affects several channels and initially the channels will occassionally break up. but if left alone, eventually I will have no signal for that frequency/frequencies.

    One day I need to replace the cable but for now I just clean off that copper conductor when I start to see minor issues. Fortunately it doesn't happen too often but it is worse and deteriorates quicker when it is very humid. At least on only takes a few minutes to walk out, clean it and walk back in.
     
  15. evanborkow

    evanborkow Member

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    Mar 17, 2008
    You might try a little WD-40 to keep the moisture out.
     
  16. sac84371

    sac84371 Lost In Space

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    Jan 23, 2003
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    The new Tivo is supposed to arrive today. I will post an update tomorrow if my problem has been fixed. Sadly I don't believe it is the Tivo hardware, I believe it to be something with the Verizon Fios service but I guess I must go through the process of elimination. First the cable card, now the Tivo. I will let you know.
     
  17. aaronwt

    aaronwt UHD Addict

    23,138
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    Northern...

    Thanks. I'll give it a try.
     
  18. sac84371

    sac84371 Lost In Space

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    Jan 23, 2003
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    Update:

    The Tivo was bad. The new Tivo is now able to tune all channels on both tuners without issue. What a long road to go for a solution. I am surprised I got a bad Premier right out of the gate. I guess that is better than having it fail in the 91st day.
     
  19. L David Matheny

    L David Matheny Active Member

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    SE Ohio
    Very interesting data point. Thanks for posting back.
     
  20. sac84371

    sac84371 Lost In Space

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    Anytime David, I appreciate the feedback. As said before I hope this one is rock solid.
     

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