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Tivo Slide Remote keyboard no longer works after software update

Discussion in 'TiVo Mini' started by omelet1978, Sep 15, 2017.

  1. overFEDEXed

    overFEDEXed Member

    275
    6
    Nov 11, 2002
    Centerville,...
    It's called CSR roulette I think. I spent maybe 15 minutes total getting them to send me two Slide Pro's.
    No troubleshooting at all for me after I told her that I read about it on the Tivo forums.

    She did want to send me just one regular Tivo remote at first though and then after talking to her supervisor, she sent me the two Slides.
     
    Mikeguy likes this.
  2. wmhjr

    wmhjr Well-Known Member

    1,967
    160
    Dec 1, 2007
    Isn't it interesting that nobody is surprised that....

    1) Tivo clearly knows about the issue
    2) Tivo clearly continues to start by saying they've never heard of the issue
    3) Tivo has STILL not done anything proactive, or published ANYTHING whatsoever ANYWHERE acknowledging the issue.....

    To summarize, a Tivo software change caused Tivo equipment to fail, and their strategy is to stick their head in the sand and ignore it, then try to not admit it, all at the expense of their customers.
     
  3. WRX09MD

    WRX09MD Member

    125
    6
    Aug 24, 2013

    That’s the norm, no surprise here.
     
  4. cbrrider

    cbrrider Member

    106
    14
    Feb 2, 2005
    Portland, OR
    Spent an hour on the phone.

    Originally, "John", um right, was going on and on about troubleshooting and global resetting, saying there was nothing he could do about getting replacements. I cut him off short, saying it a known problem, and asking for a supervisor. Lo and behold, after being put on hold repeatedly, he says he doesn't have access on his screen, but he could go through customer retention to authorize the replacements.

    Guess, the lesson is just to be persistent.
     
    Mikeguy likes this.
  5. overFEDEXed

    overFEDEXed Member

    275
    6
    Nov 11, 2002
    Centerville,...
    Good thing that I got Tivo to send me the two Slide Pro remotes.
    Amazon just sent me an email saying that my order of two VOX remotes with usb dongle has been delayed until who knows when!!!
    I was supposed to have received them today.

    Oh well.
     
  6. ericr74

    ericr74 Member

    112
    3
    Apr 16, 2001
    Broomfield,...
    Finally after a total of four calls they are sending me a slide pro remote. The first two calls got me an RF remote (to which I said please do NOT send, I don't want it) and a new USB dongle. Of course the dongle didn't help, so I called a third time Monday morning. The agent said he was escalating the issue to their "trend" team, and that I should expect to hear back from them in 24-48 hours. They couldn't/wouldn't do anything else because the issue has to be investigated/reported.

    This morning, three days later and after hearing nothing, I called again and spent 25 minutes talking to support. The agent said she would escalate it to their "trend" team. I said that's what the guy said on Monday and he told me I should expect to hear back by one day ago. She said there weren't repeated reports about this, so the issue was closed. Then she said "so don't worry, now it's been reported" and she will again send it to the "trend" team. I complained again, saying I just want a slide pro to fix the problem; why are other people getting these to fix their problem but not me? Finally she consulted with someone else, and they are sending me a slide pro.

    Would anyone call this good customer service? Four calls, hours wasted, two devices sent to me that didn't help at all. Before my first call I already knew the solution that worked for others and asked for it every time I called.
     
  7. eric102

    eric102 Member

    304
    6
    Oct 31, 2012
    Wow! seems like a lot of work and frustration to score a free remote. I'm to lazy and will wait for an update that fixes the problem.
     
  8. ericr74

    ericr74 Member

    112
    3
    Apr 16, 2001
    Broomfield,...
    If they ever fix it. Even if they do, I'll bet the fix won't come any time soon.

    The replacement remote fixed the problem.
     
  9. WRX09MD

    WRX09MD Member

    125
    6
    Aug 24, 2013
    Tivo in all is a frustration, there is no way I would recommend a tivo to someone that has no technical ability. The whole remote issue would drive an older person crazy. Imagine coming home and all the sudden your remote doesn’t work anymore, you had no clue an update happened. You call tivo and get the run around, then throw the remote against the wall because it doesn’t matter anymore and have to splurge on a new one. This whole time you haven’t got a clue if the new remote will work....and Tivo doesn’t have a clue anyways. Between the issues with cable cards and getting tivo set up it’s just a pain. I wanted to give my lifetime premier to my parents but it would cause me more headache then I would want to deal with.

    The only reason I still use my tivos is because i’m invested. The damn rovi guide really has me reconsidering though. I really can’t stand tivo at all anymore.
     
  10. Finalrinse

    Finalrinse Member

    146
    6
    Jan 12, 2005
    S.E. Michigan
    I have the older style (no back button) slide remote with USB dongle on my Mini V1. After the 20.7.4 update my remote quit working like everyone else. After explaining that my remote was the older version they finally decided to send me a new slide remote Pro.
    My question is, will my current USB dongle work with the new slide remote pro? They would not send me a new dongle.
     
  11. eric102

    eric102 Member

    304
    6
    Oct 31, 2012
    No, the old slide uses bluetooth, the new slide uses RF.
     
  12. Finalrinse

    Finalrinse Member

    146
    6
    Jan 12, 2005
    S.E. Michigan
    Thanks, just ordered a RF USB dongle. I hope it won't interfere with my RF slide remote pro RF on my Roamio in the adjacent room?
     
  13. HerronScott

    HerronScott Well-Known Member

    4,679
    350
    Jan 1, 2002
    Staunton, VA
    No, it should not as they pair uniquely to each TiVo/Min.

    Scott
     
    Finalrinse likes this.
  14. Finalrinse

    Finalrinse Member

    146
    6
    Jan 12, 2005
    S.E. Michigan
    Great! Thanks
     
  15. eric102

    eric102 Member

    304
    6
    Oct 31, 2012
    Probably not needed but I change the remote address on all my Tivo's just to be safe.
     
  16. cbrrider

    cbrrider Member

    106
    14
    Feb 2, 2005
    Portland, OR
    Got my replacement Slide Pro remotes. They didn't send the USB RF dongles. Had to call CS again. Sigh.

    At least, this time it only took 10 minutes to get them to ship 2 dongles.
     
  17. HerronScott

    HerronScott Well-Known Member

    4,679
    350
    Jan 1, 2002
    Staunton, VA
    That should only apply to TiVo's in the same room and if they fall back to IR (but still good advice).

    Scott
     
  18. fredi

    fredi Member

    32
    7
    Apr 1, 2017
    Maryland
    Two hours and 49 minutes on the phone and one hang-up (them not me) and my replacement Slide Pro remote is on the way along with instruction on how to reset the old remote. As a thank you, I ordered a Mini VOX which should work with the Slide Pro remote
     

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