Optimum states they no longer support Tivo

Discussion in 'TiVo Help Center' started by XChris, Aug 24, 2020.

  1. XChris

    XChris New Member

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    Feb 7, 2019

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    I just got a new Edge and removed the cable card from my old Roamio and installed it in the Edge. I called Optimum to have the card unbound from the old Tivo and paired with the new. They are trying to tell me that they no longer support it and I have to get their DVR service. I know this is fraud and they are just trying to get people to pay more for their service. Has anyone else experienced a similar situation with Optimum?
     
  2. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

    12,087
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    Optimum (formerly Cablevision)
     
  3. jcondon

    jcondon Well-Known Member

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    I spent 2+ hours yesterday afternoon trying to get then to re pair my cable card with no success. Two different reps on the phone and one in chat. None had a clue. Last one told me I needed to call Tivo. I was like how can they update data in YOUR system.
     
  4. harveyb1

    harveyb1 New Member

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    Jan 25, 2015
    Here is a FAQ on optimum.net stating TIVO is supported: Optimum | FAQ I think you have to keep trying to get different agents until you get one that can help. Good luck.
     
  5. XChris

    XChris New Member

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    Feb 7, 2019

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    Thanks. I've been on the phone with several so far. Spoke with a supervisor who said only a few technicians can actually do it and I would get a call back. It's been three hours and no call. Big surprise there.
     
  6. XChris

    XChris New Member

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    Feb 7, 2019
    The reps are useless. I asked for a supervisor who told me I'd get a call back when they found someone to do it. They promised it would be tonight, but 3 hours later and no call. Shocking.
     
    jcondon likes this.
  7. jcondon

    jcondon Well-Known Member

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    I hope you get it solved. I took a break from the incompetency for tonight.
     
  8. kpeters59

    kpeters59 Well-Known Member

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    Teeps, fcfc2 and krkaufman like this.
  9. NorthAlabama

    NorthAlabama tabasco rules

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    sweet home, al
    tivo tech support may have access to an optimum support phone number with someone who can help, and might even initiate a 3-way call, so if you don't get an optimum call back, call tivo, explain what's happening, and ask for their help.
     
  10. jcondon

    jcondon Well-Known Member

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    Wonder if that is true. Maybe I will call Tivo and see if they can help as Optimum is inept at this point. If I had to deal with another drone reading from a script....
     
  11. XChris

    XChris New Member

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    Feb 7, 2019
  12. XChris

    XChris New Member

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    Feb 7, 2019
    I was told by someone at Optimum last night that they can't initialize the card from their end for some reason so they are sending a tech here tomorrow and it should be done quickly. We'll see.
     
  13. jcondon

    jcondon Well-Known Member

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    Jul 9, 2003
    Curious how you make out. We aren't interested in a tech in our house at this time. If we go that route probably just switch back to FiOS as our two year contract promo deal ends in a few months anyway.
     
  14. UCLABB

    UCLABB Well-Known Member

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    Riverside, CA
    Unless the tech knows someone to call, that's not going to work. Someone at the head end has to enter the data. And when you finally do get someone, always emphasize to them they have to unpair the card before re-pairing it.
     
    NorthAlabama likes this.
  15. oscarfish

    oscarfish Active Member

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    Mar 1, 2009
    Fixed ?
     
  16. SC42

    SC42 New Member

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    Aug 19, 2020
    XChris - I was trying to bind a replacement card to my Bolt for almost two weeks, after speaking with a half dozen Optimum reps and having one service tech visit. Finally, calling TiVo and 3 way calling Optimum (a second time) we found someone who could UNbind the card and rebind it to my device. You might want to try this out if you haven’t already.

    PS - I can confirm that the tech cannot do this. All he did was call his dispatcher who sent an internal email with the card’s serial # and my host ID.
     
  17. Hippster

    Hippster Active Member

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    Tucson, AZ
    Going through hell with Suddenlink which is also part of Altice. New Edge TiVo and everyone on the 1-800 number to try and pair the cable card is incompetent. Did a 3 way call with TiVo and had the same fun experience. They all wanted the serial number for the TiVo, which is of course irrelevant. I've had techs come out and they either go "oh we don't support that" or try and fake their way through helping. I had good luck I though last week with a guy that took a picture of the pairing screen and sent it off. I get a callback with a knowledgeable engineer that tried repeatedly zapping the card but kept getting an error that suggested a return signal issue. Had to have a tech come out again. That tech "oh no no" that has nothing to do with it and didn't bother testing. He also thought he was coming out to a pair a remote. LOL. He then was concerned I was using Ethernet instead of a MOCHA network. OMFG not part of the problem! Continuing to try with the local store to get some resolution.

    WHAT A MESS.
     

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