Rhapsody: Comcast free accounts no go according to tier-2 support

Discussion in 'TiVo Coffee House - TiVo Discussion' started by steinber, Oct 17, 2007.

  1. steinber

    steinber New Member

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    Feb 8, 2002
    So, like some users here I am a comcast subscriber and as part of our subscription, we get, at no charge, access to a "Rhapsody Radio Plus" account. This is an account that is no longer offered for money, but used to cost $5/month.

    It lets you listen to all 100 rhapsody channels (radio stations) with full quality, no ads, and with the ability to skip to the next song as desired.

    When Rhapsody hit my Tivo the other day, the first thing I tried was to access the radio plus account with my login info (comcast email address, custom password) the same login that works fine on any of my computers. It gave me an error message that this was not supported.

    Today I called Tivo to ask them if this was a technical error or if it was just that type of account is not supported. They told me it was supported and to call Rhapsody technical support to sort it out.

    I called Rhapsody, and after the level 1 reps in India had no idea, they transferred me to US based level 2 support. There I worked with a very helpful rep who had me on hold for quite a while, while she tracked down and spoke to some folks over at Tivo who definitely knew the details. She came back and told me that unfortunately, Radio Plus accounts are definitely not supported, just unlimited and to-go accounts.

    This was a real bummer for me, as I am enjoying this feature a lot with the 30 day free trial. The Rhapsody channels show the album art, let you skip to the next song, and there's 100 different channels. The sound quality is also quite good. Since Comcast gives me this level of service for free it's really too bad that Tivo did not let that account type work. The Tivo, being a device that supports cable, is most likely used with many, many Comcast customers who have this account ready and waiting to be used.

    If anyone from Tivo is reading this, I'd recommend two things:

    1-Put some details on the Rhapsody section of the web page to clarify that these types of accounts do not work. I feel that this detail should have been explained and I should not have had to do all this legwork to find out the answer. It was also not encouraging that your own Level 1 tech support guys gave me incorrect information.

    2-Please reconsider doing whatever is necessary on a contract or technical level to allow these free radio plus accounts to work with the Tivo/Rhapsody combo. It's very frustrating that the Rhapsody account I have works on my PCs but not on my Tivo (which is the one device that's hooked up to the stereo).

    Thanks!
     
  2. shady

    shady Previously European TCF Club

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    May 31, 2002
    Morgan...
    To be fair, you did say "It gave me an error message that this was not supported.".
    The legwork was because you didn't believe the message

    But I agree, it would be useful to have something on the TiVo website explaining which account types are supported.
     
  3. steinber

    steinber New Member

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    Feb 8, 2002
    That's a good point it, it did give me an error message.

    However, the grammar on the message was so odd (I forget the exact language) that I wasn't really confident it was a message reflecting the real situation, or just some sort of bug/glitch.

    I wonder how hard it would have been to make that error message say something more concise like "The login you entered is for a "rhapsody radio plus" account. This type of account is not supported by Tivo's version of Rhapsody".

    Tivo always claims that it tries to be super user friendly (progress bar too confusing, no release notes), a more thought out message like that would support that goal.
     
  4. shady

    shady Previously European TCF Club

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    May 31, 2002
    Morgan...
    Agreed
     
  5. TiVoPony

    TiVoPony New Member

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    May 11, 2002
    Alviso,...
    I'll pass the suggestions along. As you did discover, the rhapsody access you receive from your cable company is not supported. I don't believe that is a TiVo decision, but rather a limitation on those promotional accounts provided by Rhapsody.

    Pony
     
  6. steinber

    steinber New Member

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    Feb 8, 2002
    Pony, thanks for chiming in, I appreciate it, especially at this busy time with the new baby.

    "I don't believe that is a TiVo decision, but rather a limitation on those promotional accounts provided by Rhapsody."

    That's actually one of the things I was curious about, whose decision it was. I'd like to send some feedback to whichever company made that decision, but I was not clear on the appropriate company to whine to :)

    Fortunately, I can still listen to the radio plus account on the Roku soundbridge that's also in the main A/V setup, but using the Tivo would have been much preferred, since:

    -It streams straight from Rhapsody's servers, the Roku requires a PC to be on and running the Rhapsody upnp server

    -The Tivo shows cool album art on the TV for whatever song is playing

    -I can read the song info all the way from the couch!

    I hope I wasn't complaining too much, overall the TivoHD has been one of my absolute favorite gadgets ever, and as my wife will readily attest, I have been through a lot of them :)
     

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