Often Getting Connection Failed

Discussion in 'TiVo Premiere DVRs' started by MPSAN, Sep 13, 2016.

  1. LynnL999

    LynnL999 Active Member

    Oct 7, 2002


    I don't mean to sound like a broken record, but please, call or submit a ticket, or tweet @TivoSupport. The more people they hear from, the more likely they are to take this seriously and fix it quickly.
  2. justen_m

    justen_m Cheesehead

    Jan 14, 2004
    Boise, ID
    Is this only a problem with the Premiere? I haven't seen any connection failures with my TiVo HD or Roamio Plus, both with the latest Rovi-capable software. I don't have a Premiere.
  3. jim7707

    jim7707 New Member

    Aug 29, 2012
    I forgot to mention in my previous post I did go ahead and file a ticket. Now I see today that after it downloaded last night my guide info still only goes to this coming Friday so no change from before the download. I have to wonder if it is time to just pitch the Tivo and rent a box from Cox for a year until I move.
  4. MPSAN

    MPSAN Well-Known Member

    Jun 20, 2009
    Well, what worked for me was to do 2 downloads (it took several trys to get no errors) and then powered down. When I restarted it took almost 2 hours to get ready, but the guide did update. Still get disconnect problems but manual connect will update my guide now.
  5. DarcyM

    DarcyM Member

    Jan 2, 2002
    Clovis, CA


    I have been having this problem with my Premiere as well. Never did this before the Rovi guide change.
  6. abqdan

    abqdan New Member

    Aug 29, 2012
    Rovi are clearly not interested in customer support or quality of service. There's no way this change would have resulted in so much chaos for customers if they'd actually put any testing in.

    As an OTA user in a fairly small community, I seem to be getting the worst of the problems. My two boxes added 320 completely non-existent OTA 'channels' after the update, and since then, mostly N11 when connecting. Occasionally I get a connect.

    The script that support reads to everyone is the same, regardless of the problem. Two network connects, then power down and reboot. Well IT DOESN"T SOLVE ANYTHING. Mind you, it took ages for me to GET two connects in a row to work. Still channel data is TBA, or jumbled. Channels that I used to get just fine now don't find a signal (V53). English language channels have Spanish listings in the program guide. Other channels are switched - in one case, a shopping channel is listed as a news channel.

    I've been a Tivo user for 6 years, and have two Premiers; never had any real problems. Now they're just bricks. To say I'm disappointed by their upgrade, change to Rovi data, and subsequent lack of real support is an understatement. And to keep reading their stupid scripts when they KNOW there are major problems with their software is beyond ridiculous.
  7. Sparky1234

    Sparky1234 Well-Known Member

    May 8, 2006
    Submitted ticket last week. Finally heard back requesting more information. TiVo doesn't get it. Their update and servers are causing this issue.
  8. TiVoMargret

    TiVoMargret VP Product Dev & Chief Design Officer, TiVo

    Feb 2, 2008
    Silicon Valley
    We think we've fixed the N11 issue. I apologize for the inconvenience it caused.

    -- Margret
  9. HerronScott

    HerronScott Well-Known Member

    Jan 1, 2002
    Staunton, VA
    Thank you Margret for posting here!

  10. MPSAN

    MPSAN Well-Known Member

    Jun 20, 2009
    Was N11 the same as the disconnect during the download?
  11. jssmcarlo

    jssmcarlo Member

    Jul 21, 2015
    Yes (or C11 if connected by Moca) it was the failed, connection interrupted issue.
  12. randywalters

    randywalters AVS Old Timer

    Oct 21, 2003
    El Segundo,...
    So far so good - i've forced a connection like a half dozen times this evening and every attempt Succeeded. During the past several days i'd be lucky to Succeed once for every 6 attempts. And now i have 13 days of Guide Data too.

    Thank You !
  13. Seattle

    Seattle Active Member

    Dec 13, 2001
    Seattle, WA USA
    Great! Thank you.

    I just tried and it works great.
  14. mblloyd

    mblloyd Member

    Feb 11, 2007
    Gotta hand it to these TiVo folks. For weeks, their reps told many of us that the interrupted-download error was caused by suspect Ethernet wiring in the house. And then zap, overnight, they sneaked into our houses and fixed those bad connections!
    It can be frustrating. i'll bet it is the reporting of problems that gets things fixed and then their dispatching those TiVo house-rewiring elves.
    Or is it due simply to Margret, chief elf?
  15. LynnL999

    LynnL999 Active Member

    Oct 7, 2002
    It's definitely due to Margret getting involved.

    Before that, support had me doing everything but poking needles into voodoo dolls.
  16. MPSAN

    MPSAN Well-Known Member

    Jun 20, 2009
    Oh no, they didn't have you try that too? They told me that, since I was the only one with this issue, they would suggest this only after I changed ISP's. :rolleyes:
  17. LynnL999

    LynnL999 Active Member

    Oct 7, 2002
    The list of things support had me do (despite making it clear that other Premiere users all over the country had the same problem and pointing them to this thread) included:

    -- Rebooting
    -- Refreshing the network connection
    -- Trying different network cables
    -- Unplug the network cable and tuning adapter for hours
    -- Providing details about my modem and router
    -- Change a setting on my router
    -- Spending 16 hours without the TiVo while it ran the Kickstart 54 tests (all passed)

    I'm surprised I didn't have to use a Ouija board or perform a raindance.
  18. abqdan

    abqdan New Member

    Aug 29, 2012
    Thanks Margret. But here's the problem. Most of us would be far more patient and understanding if Tivo was upfront about issues that are going on. You need to be out there front and center with statements about the problems that upgrades cause.

    Instead of allowing your support organization to mindlessly read their script, give them an initial script that says "We are working on a fix for the N11" problem, but we don't have an ETA". Put up a web page with known major problems and outages. INFORM your customers, and you'll remove a lot of the anger and frustration we all feel.

    Now if someone would JUST FIX my TBA problems which were reported more than a week ago to the lineup police, and explain why I'm getting V53 on channels that worked just fine before the upgrade, I might start to have faith in Tivo again...
  19. sharkster

    sharkster Well-Known Member TCF Club

    Jul 3, 2004
    Thanks for the help on this! After a couple of days, my Premiere started getting through and has, since, connected daily as usual.

    Funny (not really) thing is that just today I got an email from Tivo re: my report, tell me to recycle my modem/router. *sigh* I did explain that the problem was not even on my end and described the steps I took, including establishing that my network was fine and my Tivo was, otherwise, able to connect to Tivo.

    I guess the guy who responded to my ticket was not appraised of the N11 situation. This is why I seldom call them anymore because it's not like it used to be, in terms of the reps knowing what's going on and how to fix stuff.
  20. Duanesteward

    Duanesteward New Member

    Sep 25, 2016
    Bryan, TX
    On 9-17 I submitted a support request regarding Guided Setup aborting consistently with "Connection Interrupted" N11 message for the "Getting Program Info" step. Be advised that the problem resolved on 9-18 following these steps:
    1) Hard reset (6 plus hour unplugged, restart with only power and video out wires connected.)
    2) Repeat Guided Setup, this time for Antenna only, thinking in case new Suddenlink Cable programming was the problem.
    3) I set all IP addresses manually, including DNS servers both in my LAN, at Suddenlink and known public service on Internet.

    This time the setup completed all connections and downloads of info without interruption. This was without any wire or network hardware substitutions. After things were fully restored, another repeat of the guided setup for cable channels was successful as well.

    I do not know when Tivo took action to change things on its servers so I cannot say whether it works now because of what they did or I did.

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