Missing guide data

ReportLineup (tivo.com)

 

in my experience, the turnaround is usually 24-48 hours when using the form correctly, sometimes same day if it's submitted quickly enough and before your next scheduled connection (te3).

 

Not as bad as the mess I need to clean-up. I am on FIOS in the D.C. metro area. TiVo just pushed out a really bad non-existent lineup:

• Local Fox station moved 12 channels away from the other broadcast stations.
• Removed our local CBS affiliate station, Univision station and Ion station.
• The above mentioned channel where Fox was is now listed as a MeTV station out of Buffalo, NY. Where our CBS affiliate was? Now listed as Baltimore’s Fox affiliate. And the former Ion placement is now listed Baltimore’s CBS affiliate.

I feel like someone didn’t do their research when investigating whether these changes are real or accurate. I already contacted TiVo but will need to keep an eye on things until these changes are reverted.

 

You're absolutely correct about this. They've screwed up the guide for DC metro FIOS. My immediate notice was 509 (WUSA CBS) was gone, wrecking a season pass I had set up on it tonight.

 

I suspect it's not automated enough. They seem to have a basic template for shows but it never seems to update - guide data for a couple of weeks out contains shows that haven't aired in months, or contain a TV schedule that was for last year, leaving the guide to only be good for about a week out - once you start seeing generic guide data on everything shown it means the guide data has not been updated yet.

And the data always gets worse around any big holidays when schedules get completely messed up because networks do various funny things with their schedules and it seems no one is there to actually fix it, because it's the holidays. So some harried person pulls up a template that wasn't updated and publishes that just to have guide data. You'd think if you were trying to publish a TV schedule, you'd start with the schedule from last week as that likely will be closer to the real schedule than one from last year...

 

How did you report it?

I tried the lineup form, which didn't like my long email first. Switched to shorter one, and then it failed with a database error submitting the request. I ended up creating a generic support request with the details.

Breaking all CBS and FOX recordings is super not fun.

 

I tried a chat today, because why not. They said it was to complicated and to call. So I called and the person took down all the information and said they would send it to the line up team. That it should be fixed in 7 to 10 days.

I suppose I should be happy they answered the phone right away with no wait.

 

I used the form at Tivo Customer Support Community.

I think changes were made to the form in the past year or two that make it a little trickier to use (they added a separate box for "proof" of the lineup change and the phone numbers now need hyphens/dashes between the segments). When I submitted the form yesterday, I sent them a link to the information off of TVGuide's website. Because the "incorrect channels" section is limited to three problems, I had to add the fourth problem to the "Any other information" box.

As of now (1:48 P.M. - I submitted the lineup change yesterday at maybe around 8 P.M.), I have yet to receive the usual confirmation email.

 

That’s the one I tried. After I got past all the edits, the submission generated a back end database error and failed.

I’m hopeful the request done by the phone call had better luck. Less so that they suggested 7 days to fix.

 

A week, to correct their screw up... in a major TV market, with broadcast network channels involved. Unbelievable.

 

they always say a week, but in my experience they're trying to set expectations in case of a backlog, and the issue is actually resolved much more quickly - i believe the longest i've waited is 3 days, and it's usually much sooner.

 

I contacted them via Twitter since I hadn’t received a "Case Acknowledgement Notice" email at all (and thus wasn't sure the form properly submitted). They replied pretty quickly:

 

It wasn’t fixed after a connection this morning, but trying again after1:00 PM, new lineup message, all fixed. 3 days, still feels slow.