Line-up change wrongly deleted most channels

Discussion in 'TiVo Help Center' started by klia, Aug 27, 2020.

  1. klia

    klia Member

    96
    19
    Apr 12, 2005

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    I got a message with today's update saying a line-up change had occurred, and found that TiVo had deleted most of my HD channels and some SD ones, randomly, for no reason. This is for CA Bay Area Comcast. So, basically, I have almost no guide data at all, anymore -- everything before today's update for those "deleted" channels is gone.

    I verified with Comcast that they haven't deleted or changed those channels. And when I called TiVo customer support, they had no idea what I was talking about, and the rep, as usual, started talking about guiding me through some troubleshooting -- and I had to explain, again, that this isn't a problem with my boxes, it's a deliberate, *wrong* deletion on TiVo's end that needs to be fixed. And then after several more minutes of explaining the same thing again, the rep said she'd open a ticket, then started to hang up, and I was like, uh, not so fast, give me the ticket number -- which she then spent another few minutes creating, so she hadn't even done it, and I suspect she was just trying to fob me off with a load of BS.

    I'm so aggravated right now. Almost everything on my To Do List is gone for the next 2 weeks, I have no guide data to watch live TV by, either.

    ***UPDATE: Today's TiVo update actually fixed the lineup and guide data problem they created almost a week ago -- frankly, I'm shocked; I didn't expect this issue to ever get fixed --.and also sent new guide data for the first time since last Friday (which was only 24-hour placeholder blocks). And we got more 24-hour placeholder blocks for what would've been today's daily update, but at least we got most of what was missing.
     
    Last edited: Sep 2, 2020
  2. JoeKustra

    JoeKustra in the other Alabama TCF Club

    19,820
    3,616
    Dec 7, 2012
    Ashland, PA...
    I would do two things. First, check tvguide.com for your zipcode and provider. Second, (if the first looks ok) repeat Guided Setup.
     
  3. klia

    klia Member

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    19
    Apr 12, 2005
    It's nothing to do with guided set-up. TiVo deliberately deleted the info. I got the same "A line-up change has occurred" message on both my Series 2 and HD boxes when they updated this morning, with a looooong list of channels that they deleted, and all the guide data with them. I still have the channels. This is a major screw-up on TiVo's end.
     
  4. tivoboy

    tivoboy Member

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    Jan 14, 2002
    SFO
    I got the same thing. Most HD standard channels, like networks, ESPN, CNN, CNBC etc, that were all in the 700 range have now moved to the 1000 or 1100 ranges... I know, its a PIA but it’s been coming for a while. All season passes seemed to migrate accordingly, and everything (I think) that should have recorded came across. I’m still not sure why this needed to happen. I hadn’t received any notification from CMCSA about this, but TIVO seems to have incorporated it into their mapping and OP recordings okay. Learning all the new channel numbers may take a bit of time - certainly longer for some members of the household vs. others. ;-)
     
  5. klia

    klia Member

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    Apr 12, 2005

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    My lineup on Comcast's site still shows the same channels, and their CS rep verified the 700-numbered channels haven't been deleted. She looked to see if there was an announcement I somehow missed about those channels, and there was nothing. And some of the 700-numbered channels TiVo didn't "delete" still had all of their guide data erased. So... IDEK what's going on?
     
  6. LynnL999

    LynnL999 Active Member

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    Oct 7, 2002
    Irvine,...
    This happened to us on Cox Orange County a few weeks ago -- you can see the thread on this forum. There's nothing to do but submit a lineup form and wait. Everyone impacted should submit the form.

    Guided setup might work as a work-around if there's another similar lineup for your area.

    I would also make a nuisance of yourself to @TivoSupport on Twitter. It didn't speed things up but at least they made sure the "lineup team" (who I suspect is one guy working part time) had the ticket.
     
  7. klia

    klia Member

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    19
    Apr 12, 2005
    Ugh, I didn't realize they did this to other cable customers. When I searched before posting, I looked specifically for Comcast and didn't find anything recent, so thanks for the info. I opened a ticket with the TiVo CS rep I spoke to, and frankly, I've had zero luck trying to get things fixed by submitting their online forms, so I'm not sure doing that would make any difference.

    Thanks for the Twitter tip, too!
     
  8. tivoboy

    tivoboy Member

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    Jan 14, 2002
    SFO
    I can still see the channels, but had to add them all back to my Channel List/Lineup. Problem is though, they are not being updated with guide content at all. So, I think it’s dead Jim.

    Moving things to 1000 or 1100 is fine, I just wished they somehow put them in some better or more similar order to make guide searching easier. Stuff as of now is just all over the place, between 1000 1100 1200 1400 1700 1800.. it’s pretty crazy and disorganized.
     
  9. klia

    klia Member

    96
    19
    Apr 12, 2005
    Yeah, same here, I still get all the channels that were "deleted" but there's no guide data. And the 1000-over channel thing is really nbd, but the thing is, the info didn't come from Comcast, so... why did TiVo take it upon themselves to make those changes? Is TiVo suddenly prescient, getting psychic messages that this will happen... sometime in the future? I mean, WTF?
     
  10. klia

    klia Member

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    19
    Apr 12, 2005
    So, I just checked on the case I opened yesterday, and today's CS rep told me it was already closed. Because, of course. The ding dong I spoke to yesterday apparently closed it after saying my boxes needed a software upgrade. Huh?

    Today's rep was more on the ball, and when they looked into the issue, told me it was totally TiVo's error, and they were escalating it to the back room, whatever that means (sounds vaguely... sinister). Anyway, with any luck, it'll be fixed in... a couple of weeks. D: Fingers crossed.
     
  11. klia

    klia Member

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    19
    Apr 12, 2005
    Btw, I looked at the Cox thread and our issue is 100% a TiVo screw-up. Nothing on the Comcast side was changed -- no channels were deleted or migrated or modified in any way, and my line-up is exactly the same as before TiVo borked everything.
     
  12. Thomas JW

    Thomas JW New Member

    5
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    Jan 17, 2004
    Farmington...
    TiVo is trying to restore Spectrum channels they deliberately deleted the previous week only not all of them are back yet ... Food Network in particular.

    I've been a TiVo customer since their inception and have been in the software development field for the past 40 years (now retired). IMHO, I suspect what is happening at TiVo is they are on probably 3rd or 4th generation developers and managers who may not have the same TiVo ethos as the OG developers and program managers.

    As proof, this latest debacle with the channel lineup wreaks of some manager who decided to implement some channel changes, to benefit TiVo, without understanding the lineup is dictated by the cable provider.

    Their immaturity is showing.
     
  13. klia

    klia Member

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    Apr 12, 2005
    You're probably right. Institutional memory seems to no longer be considered valuable across most corporations -- and, of course, experienced workers cost more. It's just stunningly idiotic to me if, in fact, TiVo is instituting lineup changes they made up out of whole cloth. Where's the logic behind something that inconveniences and pisses off thousands of customers?

    And since that update on Thu 8/27, I've gotten zero new guide data, aside from 24-hour blocks of "X-channel programming" that came through Friday. Three days in a row of nothing. Sort of the cherry on top of this crap sandwich.
     
  14. tivoboy

    tivoboy Member

    746
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    Jan 14, 2002
    SFO
    So, all our local Bay Area Comcast channels were updated today, and everything in the 700-900 block were updated and now show logos, and content. I’ll have to check if all the season passes migrated BACK to this channel lineup or if they stayed on the 1000-1400 ranges. I also wonder if this is now BACK and PERMANENT or if this is again some temporary glitch in the matrix?
     
  15. klia

    klia Member

    96
    19
    Apr 12, 2005
    I just edited my original post with this info. I hope it was just a huge mistake that's now fixed, but these days, who knows? I'm glad it got fixed at all, tbh. Fingers crossed!
     

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