Roamio - trouble getting guide data? Please report here.

Discussion in 'TiVo Roamio DVRs' started by jilter, Mar 1, 2021.

  1. Mar 1, 2021 #1 of 18
    jilter

    jilter Not.

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    My issues started February 1. I know I have posted in multiple places due to my extreme frustration, for you see - it was only February 20, 2021 that I came to the realization that Tivo no longer offers the type of support I had grown accustomed to. Ok, I had no reason to call for support until Feb 20.
    I have been through many many pieces of Tivo hardware (since 2000), and the experience has been so sensational, this new normal of no real support is just now sinking in. I know for certain the problem is on Tivo's end - I have patiently tried all the steps I was guided through by the third party support from overseas. I have been told it is an "Outage." Please...this is a word off a script that has no applicability to what is going on. Nonetheless, I have decided to call the nice ladies overseas every single day - since it has already been a week with no remedy. Today I asked what day my ticket was opened - she replied Feb 28. No I corrected her, my first call was Feb 20, and further, you have no record of this - how will it ever be addressed if you reset the clock each time I call. She put me on hold and came back to report it is a known issue since January 30. I have no reason to believe anything these people tell me-, but I would like to start to get an idea of how many, if any other Roamio owners are having the issue.
    Thank you much,
    Jill
     
  2. Mar 1, 2021 #2 of 18
    dlfl

    dlfl Cranky old novice

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    Dayton OH
    Romamio? Mama Mia! :D (Sorry, I don’t experience this issue and have no help to give you.)

    I’m glad I’ve never had to depend on much support from TiVo. From what I’ve seen on this forum, and what little contact I’ve had with them, it appears to be pretty poor unless your issue is a simple common one for which they have a good script.
     
    Marcus D. likes this.
  3. Mar 2, 2021 #3 of 18
    jilter

    jilter Not.

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    Shoot, misspelled in the thread title? How pathetic.
    I will see if I can get some mod assistance to remedy.
    Thanks!
     
  4. Mar 7, 2021 #4 of 18
    jilter

    jilter Not.

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    Update: Received a call from Tivo Support. Said they pushed a fix. Tried it and no change. The rep guided me thru this sequence on my remote:
    LiveTV| 911|Clear.
    Said he could see my box. Nonetheless, no change. Can someone enlighten me to what that sequence does?
    He also said he will report to the “engineers”.
    I felt like I was in an episode of The Dick Van Dyke Show. (You know- put the phone in a bag, go out on your front lawn, raise the bag over your head and scream like a chicken. (!))
     
    hapster85 likes this.
  5. Mar 7, 2021 #5 of 18
    just4tivo

    just4tivo Active Member

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    Don't have the same issue as the OP but anymore TiVo support ought to change their name or risk being sued for false advertising.

    Their inability to grasp simple symptoms or understand English is laughable.

    Calling TiVo support is like shouting at the moon... except the moon might answer back.
     
  6. Mar 7, 2021 #6 of 18
    JoeKustra

    JoeKustra in the other Alabama TCF Club

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    It places a marker in the system logs. You can view the logs with the sequence:
    In System Information:
    Clear
    Clear
    Enter
    Enter
    0
    Don't ask me to explain them.
     
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  7. Mar 7, 2021 #7 of 18
    jilter

    jilter Not.

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    Thank you Joe!!
     
  8. jilter

    jilter Not.

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    Well my Roamio Plus connected randomly in a daily call March 7. Has not connected since. Calls out daily and fails daily. This is so sad and frustrating.
     
  9. pdx8080

    pdx8080 Member

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    May 30, 2014
    My Premiere just started this behavior today. The status says "Failed. Unrecoverable error." If I try to initiate a connection manually, in the middle of downloading data, it suddenly says "Connection interrupted."
     
  10. jilter

    jilter Not.

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    Yes, that is precisely the error I was getting. For over several weeks now.
     
  11. pdx8080

    pdx8080 Member

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    May 30, 2014
    It seems my TiVo is once again able to get guide data as of this morning.
     
  12. blvugirl

    blvugirl New Member

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    this is EXACTLY what I’ve experienced...same timing too. I’ve spent over 15 hours troubleshooting with Tivo support and Comcast. They told me it was due to Comcast blocking ports. So an hour on phone with Comcast, then 2 hours with a tech physically in my house. Called Tivo soon as he left and let them know that Comcast is aware of issue and already has another escalated ticket. Of course that frustrated me since I had just wasted all that time with their guy and then the Tivo tech says they too are aware it is a software issue on their end and the software engineers are priority working on it and aware it impacts many Roamio users. WTF, if you are aware then why am I now 10 hours into wasting my time. Then I get a call from Ji-Wan that it’s fixed. Yep, it updated! Then I get an email a week later that it’s down again. They contacted me! So I call. Give them my case # and clueless tells me I need to exchange it and I get discounted because it was quiting time. I call back the next day. And they tell me a supervisor will call. 4 days go by. I call back and demand a supervisor. She tells me my ticket was resolved and it’s now a hardware issue with my machine since they were able to fix the software issue. They want $200 for me to exchange my machine. I’m about to quit them after being a customer for 17 years and my parents since the company started.
     
  13. slowbiscuit

    slowbiscuit FUBAR

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    In the ATL
    Let me guess, y'all are using Comcast's wifi modem instead of your own setup.
     
  14. cwoody222

    cwoody222 Well-Known Member

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    Buffalo, NY
    It would be helpful if everyone included their TiVo software version, network connection type, network hardware, and ISP.
     
    MikeMacMan likes this.
  15. jilter

    jilter Not.

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    Yes, that is true.
    Is that relevant?
    Thank you,
    Jill
     
  16. jilter

    jilter Not.

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    Did you do anything special that you could share?
     
    MikeMacMan likes this.
  17. jilter

    jilter Not.

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    Was able to get in to a Repeat Guided Set-up and same result: It connects, configures, gets account status, sets clock , in downloading it stalls after about 30 seconds. I turned off all firewall protection, tried to connect with an ethernet cable...same result. Color me frustrated.
     
  18. Jetspeedz

    Jetspeedz Member

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    Dec 19, 2014
    Having this problem the past 3 days.

    I'm in So Cali, I reported Guide issues to Spectrum where some channels and random times there is not title at all. This has been a problem for the past 3 days now. I was told they need more people to call before it is elevated to engineering.

    Last time this happened a few years ago it was resolved over time.

    Please call Spectrum and call them to report this. They do have existing tickets in Wisconsin and NY with reported outages but if it is happening in your area and you are the first to call expect this not to get fixed anytime soon.

    Just call and report it so they have more cases. They are sending a poor tech out here to confirm what I already know is a not a equipment or signal issue. But it is part of the absurd process.

    I also filled out the form and created a ticket in my account with Tivo as well
     

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