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Rovi Lineup Issues & Corrections

Discussion in 'TiVo Coffee House - TiVo Discussion' started by BigJimOutlaw, Aug 22, 2016.

  1. ClearToLand

    ClearToLand Old !*#$% Tinkerer!

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    1. .
    2. Hi Joe,

      Glad to see that you got it (i.e. the new LINK in your SIG) working. :handok:

      If you'd like the title of the LINK in your SIG to say 'TiVo Abbreviations', like it does in my SIG example (instead of defaulting to the 'misleading ' title of the thread "Rovi Lineup Issues & Corrections"), use:
      Code:
      Cable Only | [URL='http://www.tivocommunity.com/community/index.php?threads/rovi-lineup-issues-corrections.542760/page-63#post-11175907'][B][COLOR=#4d4dff]TiVo Abbreviations[/COLOR][/B][/URL]
      If you have any questions / need any further assistance, PLEASE feel free to ask. :)
     
    JoeKustra likes this.
  2. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    This is the funny part: I had signatures unchecked in my preferences, so I never saw the changes. Fixed, and thanks for the help.
     
  3. NorthAlabama

    NorthAlabama tabasco rules

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    sweet home, al
    follow up: after waiting a few days for it to correct, i decided to report the channel labeling issue, by phone. the first rep asked me for my account info, then placed me on hold for 5 minutes, so when he returned, i asked for a supervisor in the international call center (i immediately lost faith in his abilities).

    the supervisor took the info, the two apt mis-labeled channels were corrected in the guide in 3 days, and an hour following the correction, i received an email closing the ticket. another hour later, a follow-up customer satisfaction survey. this is the first time a guide correction has completed correctly, in a smooth, efficient, timely manner, with email communication follow-ups in the correct order, since the rovi merger - it appears things may be improving! (fingers crossed ;))
     
    tim1724 and JoeKustra like this.
  4. NorthAlabama

    NorthAlabama tabasco rules

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    sweet home, al
    well, i've been dreading posting this new info, but to be fair, i felt i should report both the good, and the bad:

    guess what happened yesterday? yup, you guessed it, the mis-labeled apt channels are back. called this morning, and reported them again... [sigh]

    eta: but both the mistakes and corrections are still happening amazingly fast! :rolleyes:
     
  5. tomhorsley

    tomhorsley Well-Known Member

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    I've read about it in these forums, but now I've seen it. My "PTI" recordings from ESPNHD have started showing up with the title as a date string rather than "Pardon the Interruption".

    And when I was looking at that, I just noticed the best ever listing in the silly suggestion bar at the top of the screen: "Channel no longer broadcasting" showing now on channel 390 :).
     
  6. Nickipedia

    Nickipedia Nick of Time TCF Club

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    Was channel 390 Universal HD? It was supposed to go offline today. It's being replaced with the Olympic Channel in the morning. I'll be sure to set an alarm...
     
  7. FitzAusTex

    FitzAusTex Member

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    I did set an alarm. Olympic nutcase here, and actually set a manual recording, cause all that's displaying for the Olympic Channel is "to be announced". Didn't really expect much else from rovi.
     
  8. Nickipedia

    Nickipedia Nick of Time TCF Club

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    We could each open 5 tickets. Maybe we'll get lucky and not get 10 "repeat guided setup" messages back... :)
     
    tarheelblue32 likes this.
  9. tarheelblue32

    tarheelblue32 Well-Known Member

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    Seriously. I sometimes have to submit 3 or 4 support tickets to correct a single channel guide error. My guess is that the people TiVo has answering those lineup error support tickets are underpaid or incompetent, and are probably told to resolve 50 tickets/hour. To get through their quota, they probably just ignore at least 75% of them and mark them as resolved anyway.

    TiVo's guide data errors are bad enough to have to put up with on their own. But when I take the time to follow the proper procedures to report the error to them and tell them exactly how to fix it and they don't even bother, it's infuriating.
     
    Last edited: Jul 16, 2017
  10. eherberg

    eherberg Active Member

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    I wonder if a better option these days is to submit through other Rovi properties (like TV Guide). I had a friend who I gave my old TiVo Premiere to. He is a recent cord cutter and was using it with his XBox One. He doesn't use the TiVo guide on the box. He instead uses the OneGuide from the Xbox (due to voice compatibility). He just picks up the TiVo remote to watch recordings. While visiting, I happened to notice on his OneGuide that a CBS translator station that serves his area had listings that were off by one hour. The 10:00 news listed at 9:00, for example. Since Rovi supports OneGuide, I checked his TiVo guide and confirmed the one hour off problem existed there too. A final check on the TV Guide website confirmed it there, as well.

    Rather than fill out a lineup request with TiVo, I sent an email to TV Guide. This was the weekend before the 4th of July. After the holiday (on the 5th), I got an email back from TV Guide stating they were submitting the correction. Two days later I got another email stating the problem was fixed. I confirmed this with the website and had my friend confirm it on his OneGuide and the TiVo (after he found the remote).

    Bypassing TiVo resulted in the speediest lineup change I had experienced. :)
     
    tim1724 likes this.
  11. Nickipedia

    Nickipedia Nick of Time TCF Club

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    Good Point. It certainly can't hurt to send it to them. Do you remember the email for TV Guide?
     
  12. eherberg

    eherberg Active Member

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    It was from their help pages for the website -- tvgwebsitesupport@cbsinteractive.com

    I would make sure your lineup issue exists on the site itself before sending. I know for most people, the TV Guide site should match their TiVo, but after a couple of laughable lineup change requests a few months into the Rovi transition - my TiVo no longer matches TV Guide for my zip. My TiVo now contains a mash-up of 2 different areas for my zip instead of the one shown on TV Guide. I gave up trying to get them to remove stations that were wildly out of my broadcast area.
     
    tim1724 likes this.
  13. Nickipedia

    Nickipedia Nick of Time TCF Club

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    I normally check TV Guide before and after. Especially when I get a survey claiming the issue is resolved. I gave up on getting stations removed as well. One would think that if the station is offline, and removed from the FCC database, and in some cases was analog/transition, it's no longer needed. Maybe they're focusing all their efforts on getting rid of 2 entries for every OTA channel...:rolleyes:
     
    wmhjr likes this.
  14. morac

    morac Cat God

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    Personally the only things I report are missing channels or if the guide data is wrong.

    I don't report inaccurate call letters as long as the channel data is correct as I don't care. I also don't report channels that should be removed since I can simply uncheck them from the channel list.
     
  15. BobCamp1

    BobCamp1 Well-Known Member

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    Lately I've been getting a lot of "To Be Announced" for various shows. Random channels and random shows. I'm not even sure how to report that.
     
  16. jfalkingham

    jfalkingham Member

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    Go Rovi Go!

    Sent from my STV100-1 using Tapatalk
     
  17. sharkster

    sharkster Well-Known Member TCF Club

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    Yeah, like - go AWAY, Rovi, go away! :D
     
  18. tarheelblue32

    tarheelblue32 Well-Known Member

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    Okay well I'm going to give this email address a try for about 10 channels that I have been unsuccessful at getting TiVo to correct despite submitting several lineup correction tickets. We'll see how it goes, but I'm not very hopeful.
     
  19. Nickipedia

    Nickipedia Nick of Time TCF Club

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    Well I'll be damned! Last night I sent an email to the TV Guide email detailing the incorrect channel lineup. At 14:40 EDT today I got a response from TV Guide:
    When I got home tonight I checked the TiVo and the channel lineup is fixed! :clapping::D

    In 10 hours TV Guide support got done what TiVo support was unable to do in 10 Months.

    From now on, this will be my first email for channel lineup fixes! Way to go TV Guide!
     
    tim1724 likes this.
  20. eherberg

    eherberg Active Member

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    Yup -- exact same email I got from 'Alice'. :)

    You can expect a follow-up email in a day or two 'closing' the request.
     

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