Lineup change - Tivo slow/lackof response - disgusting

Discussion in 'TiVo Help Center' started by pninen, May 20, 2017.

  1. pninen

    pninen Member

    116
    8
    Jun 25, 2003

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    On May 1st, spectrum San Diego moved MeTV (KNSD-DT2) from ch 1255 to ch 1233.

    I thought that was a pretty simple change. Ought to be an easy fix. I called TiVo and reported it the next day. The TiVo person tried to report the change, but got all confused, then checked with somebody and told me I had to report lineup changes via an online form. Ok, so I did that.

    Nothing happened.

    On May 6th, I called again. No status. Told me to call back after a few days.

    On May 15th, the lineup change had still not been implemented, so I called again. After a long discussion, with the TiVo fellow checking things for long periods of time, he says its in the hands of the lineup people and there's nothing he can do. i should wait a few more days and call back.
    Can't give me an estimate or a schedule or anything. He did say "There seem to be a lot of calls about this." No doubt.

    On May 17th, TiVo made a lineup change, but they moved the wrong content into ch 1233. So now they've made a change, which looks like a mistake. I emailed lineup@tivo.com, as email from them instructed me to do if I had "more information". Cited the prior case and told them their correction was incorrect. No response at all! At this point I don't know whether they read my message. It seems reasonable at this point to presume that they think they've fixed it, so have closed the cases.

    On May 19th, I called again. The fellow I spoke with was really trying to help. He spent a lot of time looking up records of prior case numbers, and whatnot. In the end he said there's nothing he can do, and I just have to wait. He did verify that my case is still open. I asked how long I would need to wait, and he refused to give me any indication. I asked "Six months?" "A year?" He just wouldn't characterize anything.

    I called again, and got a different guy, and without citing any case numbers or telling him my problem, I just posed this one question "When the cable company moves a channel, how long does it take TiVo to respond usually?" His answer: "About a month." I was astonished.

    Look at all the overhead they have from all the people calling, each one calling multiple times. If they would just react faster, this would be much less expensive for them. To say nothing of reduced hassle for their customers.

    I went thru my programs and entered manual recording instructions for each affected program one by one. Quite laborious. I used the "recurring" feature so I wouldn't have to do it every day. This is hard to do right. Some parts of the schedule are different on weekends, for example. Also, many channels these days don't actually have a perfectly repeating schedule even every weekeday. They make little changes and stick in things, mixing in 1 hour episodes of Gunsmoke among the old 30 minute episodes, etc.

    But then when TiVo made the bad lineup correction, this caused all my manual recordings to jump to a different channel and record the wrong thing! Apparently the TiVo software presumes that when I enter manual record instruction that I must want to watch the program that THEY THOUGHT was on that channel (but actually wasn't), so when the lineup changes, they move those recurring manual record instructions to the new channel where the program I didn't want to see now resides. Of course if I wanted to watch a program the machine already knew about, I would enter it by name, not by channel and time! Duh.

    Ok, so I deleted all those now wrong manual instructions (Took a couple of tries.) and entered all new ones. I tried really hard. I wrote down all the program times and checked them off one by one, and then double checked them ... which was a good thing, because I made several errors.

    I've been a little long-winded here. The point is that TiVo doesn't seem to handle these changes in a responsible fashion, and can't givce a customer a coherent response of any kind. Status should be transparent. A reasonable response to a lineup change is 4 days. I needed to vent that.

    Why on earth would it take a month to make a one channel change in a lineup?

    Why do they design their support interaction so that customers have to call back over and over?

    Bad management. Horrible waste.
     
    Razzer, denga, dlfl and 1 other person like this.
  2. jfalkingham

    jfalkingham Member

    215
    20
    Jul 23, 2002
    New Hampshire
    Welcome to the wonderful world of ROVI

    Sent from my Classic using Tapatalk
     
    denga and dlfl like this.
  3. dlfl

    dlfl Cranky old novice

    9,015
    775
    Jul 6, 2006
    Dayton OH
    Yes, I wonder how many potential TiVo users would buy if they understood the sorry mess the guide data is still in, now 8 months after Rovi took it over. Even basic things like the following have not been corrected:

    The description will have actor's names inserted, taking up space such that the description is truncated in mid-sentence. Then the same actor's names are repeated just below the description.
     
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  4. UCLABB

    UCLABB Well-Known Member

    5,476
    1,465
    May 29, 2012
    Riverside, CA
    I have submitted numerous changes and they have routinely been fixed in about 3-5 business days. You've probably done this, but make sure you submitted the correct info on the form. It was a little confusing.
     
    denga likes this.
  5. denga

    denga OBE

    21
    1
    Jan 31, 2008
    San Diego,CA

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    TiVo has not updated the Spectrum (formally TWC) lineup in their list of Providers. If you follow through “Repeat Guided Setup”, you will notice that Spectrum is not listed. Cox, TWC, AT&T, etc., are all there. Choosing TWC again will only give you most but not all channel corrections. I have been going at it every day for the past 10 days without success. After many calls with level one’s, two supervisors, email from Alfonso the Lineup Specialist that the problem’s fixed, been escalated, chat, etc., I’m getting the same runaround. Very frustrating. I may contact their CEO next.
     
  6. pninen

    pninen Member

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    8
    Jun 25, 2003
    Wow. You got email from a lineup specialist! I haven't achieved that yet.
     
    denga likes this.
  7. denga

    denga OBE

    21
    1
    Jan 31, 2008
    San Diego,CA
    I could not get the CEOs email address so I filed my case here:
    Contact Us

    This is the comment I entered:
    “I am a San Diego, CA resident. Spectrum has picked up my TWC subscription.
    I’m missing some channels and have “To be announced” in my guide for many other channels.
    After many hours of escalating phone calls to TiVo’s technical support, the problem persists.
    I’m assuming TiVo has not updated the Spectrum (formally TWC) channel lineup in their list of Providers.
    I followed through the “Repeat Guided Setup”, and notice that Spectrum is not listed. Cox, TWC, AT&T, etc., are all there. Choosing TWC again will only provide most but not all channel corrections.
    I have been going at it every day with the techs for the past 10 days without success. After many calls with level one’s, two supervisors, email from Alfonso the Lineup Specialist that the problem’s fixed, been escalated several times, chat, etc., I’m getting the runaround and need your assistance.
    I can go to the California State Attorney’s office and the BBB, but before I do that I would like your input first. Can you help?”

    I forgot to mention that the problem is also documented in the TiVo Community Forum.
    PS, if you go to the link you need to select/fill all entries. Good luck.
     
  8. pninen

    pninen Member

    116
    8
    Jun 25, 2003
    ;)
    I'm skeptical ... I just don't believe that will go anywhere. Maybe try these...

    TIVO's recent SEC filings contain ...

    TIVO CORPORATION
    Two Circle Star Way
    San Carlos, California 94070

    The five officers listed in their SEC proxy filing are...

    Thomas Carson 57 President and Chief Executive Officer
    Dustin Finer 47 Chief Administrative and Internal Operations Officer
    Peter Halt 56 Chief Financial Officer
    Pamela Sergeeff 44 Executive Vice President, General Counsel and Chief Compliance Officer
    Pete Thompson 48 Executive Vice President and Chief Operating Officer

    Here's Carson's linkedin page...
    https://www.linkedin.com/in/tom-carson-517a161/

    Perhaps you can connect on linkedin. ;)

    I note that he is also President and CEO of ROVI.
     
    denga likes this.
  9. dlfl

    dlfl Cranky old novice

    9,015
    775
    Jul 6, 2006
    Dayton OH
    Puzzling that TiVo's (Rovi's) handling of the TWC-to-Spectrum switch in one region (San Diego) would be so poor while in another region (mine, Dayton OH) it was very smooth. Now the general poor quality of the Rovi guide data is another thing. It has been equally poor both pre- and post-Spectrum.
     
    denga likes this.
  10. Mikeguy

    Mikeguy Well-Known Member

    27,636
    9,203
    Jul 28, 2005
    Did you consider starting a dispute resolution process with TiVo? Has been known to get a response, as TiVo is required to provide under the process.

    TiVo Corp. Legal Center (dispute resolution is halfway down)
     
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  11. denga

    denga OBE

    21
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    Jan 31, 2008
    San Diego,CA
    I have over 50 channels (does not include shopping channels) that have had missing programming information for 3 weeks.
    The guide reads "To be announced". However, I get the live channel feed.
    Spectrum is supposed to be a TiVo partner. It's on TiVo's website.
    It's hard to believe something so simple in Dayton OH can be this screwed-up in San Diego. What a joke!
     
  12. denga

    denga OBE

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    Jan 31, 2008
    San Diego,CA
     
  13. denga

    denga OBE

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    Jan 31, 2008
    San Diego,CA
    That's their terms and conditions boiler plate protection for someone seeking consideration, mostly financial. The BBB can accomplish the same with less hassle. In any event, it's not easy.
     
  14. Mikeguy

    Mikeguy Well-Known Member

    27,636
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    Jul 28, 2005
    If you're referring to the dispute resolution process, it's very easy to start--really, just an explanatory letter. And for any sort of dispute--people have posted here having used it for software updates which then cause conflicts with external equipment, as well as for Guide issues (!). And whereas TiVo can ignore the BBB, it can't do so, without consequences, as to the dispute resolution system, which TiVo itself set up.
     
  15. denga

    denga OBE

    21
    1
    Jan 31, 2008
    San Diego,CA
    Yes the dispute resolution process. Unfortunately, this is a contained process whereas the BBB is public and wider reaching. To strengthen your case and for documenting long term corrective actions, copy the State Attorney General too.
     
  16. Mikeguy

    Mikeguy Well-Known Member

    27,636
    9,203
    Jul 28, 2005
    IMHO, the BBB process doesn't really have to go anywhere. The TiVo dispute resolution process must, if the consumer continues pursuing it. But yes, you are right, the dispute resolution process is private, absent one of the parties posting/publishing the events in it (which people have done here).
     
  17. pninen

    pninen Member

    116
    8
    Jun 25, 2003
    What channels specifically are these "to be announced" channels that you see?

    I'm also in San Diego, so perhaps we can compare notes. I'm not seeing any "to be announced" in the guide. Perhaps I'm not looking where you're looking. Pls advise.[/quote][/QUOTE]
     
  18. tvmaster2

    tvmaster2 Well-Known Member

    2,637
    111
    Sep 9, 2006
    I submitted a Canadian guide error to them, via their support page, and I received a reply within two days, and the listings/guide correction was completed in three. Can't ask for much more than that...
     
  19. denga

    denga OBE

    21
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    Jan 31, 2008
    San Diego,CA
    [/QUOTE][/QUOTE]
     
  20. denga

    denga OBE

    21
    1
    Jan 31, 2008
    San Diego,CA
    Using TiVo's guide, here is an incomplete list of "To Be Announced" channels:
    16, 72, 74 to 83, 86, 88 to 90, 94 to 98, 184, 287, 288, 290, 297, 299, 312, 414, 468, 469, 470, 474, 620, 640 and 1276,
     

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