Is there anything to do when TiVo support fails you?

Discussion in 'TiVo Help Center' started by just4tivo, Jan 20, 2021.

  1. just4tivo

    just4tivo Active Member

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    A couple weeks ago some channels got screwed up. Guide accurately reflects station call letter, icon, and the program that should be on when compared to what is seen through an antenna direct to TV tuner but what is seen through Roamio OTA through HDMI to TV input is an entirely different channel.

    Contacted local broadcasters who said "no frequency changes and no channel repacks had occurred".

    Ran guided setup using multiple zip codes within the state, local channels cover the entire state, and the problem stays.

    Contacted TiVo and they said "lineup problem" so we went down that road. Wasted weeks trying to convince them it was not a lineup problem. Then they asked for pictures of the guide, what was seen on the TiVo, and what was seem on the PTA tuner in the TV. Sent them pictures then they escalated to engineering.

    Wasted a couple more weeks then they asked for more pictures. Sent pictures then they said it was a lineup problem.

    All this has resulted in numerous case numbers which TiVo has routinely closed. Every time they instruct me to call I get an agent who I can't understand who wants to start at the beginning because the previous cases have closed so there's no continuity and I have to go through this obstacle course again and again like Groundhog Day and the agent gets thoroughly confused.

    TiVo support is set up so there is no way to escalate the problem up or get to speak to someone who I can understand or who can understand the problem so I have given up on having it resolved.

    I have given up on TiVo because TiVo has given up on me and many other loyal TiVo customers. I will just sell my two Roamio OTAs with lifetime and escape the stupidity, incompetence, and inconsiderate treatment of its customers that is today's TiVo.
     
    Last edited: Jan 20, 2021
  2. brobin

    brobin Active Member

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    Tivo now exists primarily as a patent licensing company with little regard for its customer base. Whether it's by design or ineptitude they are breaking things that work and adding things that nobody wants or asked for.
     
    AllenRodgers likes this.
  3. HerronScott

    HerronScott Well-Known Member

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    Sounds like a lineup problem to me if they have the right guide information but the wrong channel assigned to it.

    I'd report the issue at the link below rather than going through support. Do you have the information on what the incorrect channel information/frequency is and what the correct channel information/frequency should be?

    Tivo Customer Support Community

    Scott
     
  4. just4tivo

    just4tivo Active Member

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    With respect... it is not a lineup problem because the guide correctly reflects the station ID, network logo, channel number, and the program that is currently being broadcast OTA directly to the external antenna split to the internal tuner in my TV and my Roamio OTA.

    Watching the selected channel through my TiVo what I see is NOT what is being broadcast at that moment OTA locally.
    Different network and channel. The channels being effected are nowhere to be found on the TiVo but are right where they are supposed to be OTA locally. There have not been any channel repacks or reassignments locally in the last 6 months.

    Either TiVo has managed to break all the tuners in both my Roamio OTAs and of three other people I've questioned locally who are having the same problem or it is a TiVo problem.
     
  5. HerronScott

    HerronScott Well-Known Member

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    Staunton, VA

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    If the actual channel being displayed on the TiVo is incorrect that is still considered a lineup problem as they don't have the frequency mapped correctly. Yes, this is a TiVo lineup problem and you need to report the information they need to fix it since they obviously made a change that was incorrect (unfortunately of course since everyone would hope they would handle this without us as users needing to provide guidance).

    Scott
     
  6. just4tivo

    just4tivo Active Member

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    Well, it was reported to the lineup people over two weeks ago and they said it was NOT a lineup problem.

    Then it was escalated to engineering and a week alter they decided it was a lineup problem.

    I have repeatedly provided simple, concise, detailed symptoms along with pictures that a six year old could understand but this problem is apparently above the technical ability of those who run TiVo to grasp.

    Trying to resolve any problem with TiVo support is like howling at the moon... except the moon might answer.
     
  7. brobin

    brobin Active Member

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    Too advanced, drop it down to a 4 year old's level. :D
     
  8. just4tivo

    just4tivo Active Member

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    Received an email from TiVo support requesting me to file a lineup report.

    Guess they lost the FIVE previous reports I filed plus the 3 set of pictures I emailed that they requested.

    What a bunch of idiots...
     
  9. HerronScott

    HerronScott Well-Known Member

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    I don't see how pictures could help them. Did you supply the channel and frequency information for the channels you should be receiving where it's wrong? And I would still do this through the online report even if you do it through support.

    Scott
     
  10. just4tivo

    just4tivo Active Member

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    Filed multiple online lineup forms at the web site.

    Yes, supplied what the guide said and channel and frequency info multiple times when requested.

    They asked for pictures of...

    1. what the TiVo guide showed for each effected channel (network icon, channel call sign, and program showing live)

    2. what program the Roamio was showing live at that time which was not the channel, network, or program the guide showed.

    3. what was showing live at that time on the internal OTA tuner of the TV which completely agreed with the TiVo guide.

    The guide completely agreed (channel number, station call sign, network logo, program info) with what was seen OTA on the TV tuner input while the Roamio was showing an entirely different network and channel live.

    Each effected channel was showing an incorrect frequency and channel versus the guide.

    Since the OTA antenna is split feeding the Roamio and the TV's internal tuner BOTH devices should be showing the same program and channel at the same time.

    Some channels that were displaced in the TiVo lineup, that cans be viewed OTA through the TV tuner, are nowhere to be found anywhere on the TiVo. Checked with local broadcasters and there have been no channel repacks or frequency changes for about a year.

    All the screwed up channels on the TiVo are being broadcast OTA at the correct channel number and frequency.
     
  11. just4tivo

    just4tivo Active Member

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    Still banging my head against the TiVo tech support wall. The inability of the support staff form level one up to supervisor, and escalated to engineering and lineup to comprehend the problem is mystifying and an utter disgrace.

    They ask again and again for the same information. I give them what they want then they email and say "call to do further troubleshooting". I call and it's someone I can't understand who can't understand me and over a bad connection. They start all over at the beginning and want me to do the same things I've been asked to do ten times already.

    Guess it's time to sell my two Roamio OTAs with lifetime and look for another solution, but I haven't found another platform that works as well for OTA as TiVo when it works.
     
    jilter likes this.
  12. myklbear

    myklbear Member

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    Jan 11, 2015
    Have you tried HD Homerun Scribe (4 tuner w/ dvr)with Plex? I've used Plex for years and plan to sell my OTA w lifetime and get HDH.

    Sent from my Pixel 3 XL using Tapatalk
     
  13. just4tivo

    just4tivo Active Member

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    Appreciate the suggestion but I'm just interested in a stand alone box not running over the network.
     
  14. just4tivo

    just4tivo Active Member

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    Received an email today from TiVo support informing me that the problems have been resolved.

    I was instructed to force a connection to TiVo (phone home) and then restart the box.

    I did as instructed and every problems is still there. Nothing was resolved. TiVo support is staffed by morons.
     
  15. jilter

    jilter Not.

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    Ah, Ok this is what i suspected, but did not know.
    I am an early adopter, loyal purchaser of hardware every few years.
    I am not happy about it, but I guess all good things must come to an end.
    Been an awesome ride, seriously.
     

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