Winter 2015 Update Breaks Cablecard

Discussion in 'TiVo Help Center' started by bwhitney, Dec 10, 2015.

  1. wtherrin

    wtherrin New Member

    13
    0
    Jan 27, 2016

    Advertisements

    I just received a refurb Roamio today after complaining about pixilation issues to TiVo supervisor (and $49.95). Plugged it in and while doing the setup it tuned to channels perfectly with no pixilation then a notice comes up and says that it is updating and after about 30 minutes the same problem that I had with the old Roamio unit pops back up. How can I UNDO this update? PLEASE RESPOND TIVO SARAH!!!! nI've had the cable company out 5 different times and even took my TIVO to their headend office where I still had the same problem with pixilation!!!:mad::mad::mad:
     
  2. jp97

    jp97 New Member

    6
    0
    Feb 11, 2016
    I purchased a Bolt a few weeks back. It worked flawlessly with an antenna for the first two weeks. I decided to try a cable card (Cox) this week. After some initial problem pairing, I am now able to "get" all channels I am subscribed to. The problem I seem to be encountering is similar to those in this thread altho mine is a Bolt and not a Roamio. I have major tiling/pixelating on all channels.

    A Cox tech was out yesterday and spent about 4 hours checking their signal and troubleshooting. He says their signal is fine and also connected one of their Cox devices in place of my tivo and it worked just fine. He said the problem was with the Tivo and I tend to believe him now because after reading this discussion, I was able to clear up the problem on a handful of channels by adding a splitter. I have a case open with Tivo and tried to pm my case number to TiVoSupport_Sarah but don't have a enough posts to do it.

    Not sure what my next step should be and not encouraged about keeping my Tivo by what I'm reading here. Any thoughts or suggestions?
     
  3. TiVoSupport_Sarah

    TiVoSupport_Sarah TiVo Representative

    133
    3
    Mar 30, 2015
    Good Morning Community,
    I know this is a huge inconvenience for all of you and I apologise for that. I am still monitoring this issue. As well as working with engineering to find out why this is happening and how to fix it. I know I have asked for TSN's previously but I need anyone who has not sent one to me to do as soon as possible. By doing this it shows how impactful and how wide spread this issue is.
    jp97 I know you are unable to PM me with the info I need. I am working on a workaround for you to get me the info without having to post information in this thread.
     
  4. TiVoSupport_Sarah

    TiVoSupport_Sarah TiVo Representative

    133
    3
    Mar 30, 2015
    jp97,
    If you don't have a TiVo Help Forums account can you go there and create one and PM me through there?
    Tivosupport_sarah
    Thank You.
     
  5. jp97

    jp97 New Member

    6
    0
    Feb 11, 2016

    Advertisements

    Does anyone know the answer to this question: If I reset "everything" on my Tivo (I know that means I will have to get the card re-paired), will that take me back to an earlier version of the software or will I still be on the release I'm currently on which is 20.5.6.RC21-USC-11-899?
     
  6. BigJimOutlaw

    BigJimOutlaw Well-Known Member

    3,320
    657
    Mar 21, 2004
    You'll still be on your current software version.
     
  7. jp97

    jp97 New Member

    6
    0
    Feb 11, 2016
    I purchased a new Tivo Bolt tonight locally. I activated it online, swapped it with the Bolt in question (using same cabling), called Cox and had them pair my cable card to the new Tivo Bolt. Guess what? No more tiling or pixelating. Obviously the problem is not with the Cox signal as Tivo support keeps insisting, but with the Bolt itself.

    Since I am within 30 days, I will initiate a return for the defective one. Tivo support desperately needs to offer more, actually make that - any, testing for their own equipment. I work in IT Support so I was able to troubleshoot this problem myself, but I don't think many of their new customers are going to be willing to go that far.
     
  8. HerronScott

    HerronScott Well-Known Member

    7,589
    1,113
    Jan 1, 2002
    Staunton, VA
    Did your new Bolt update to 20.5.6 yet?

    Scott
     
  9. jp97

    jp97 New Member

    6
    0
    Feb 11, 2016
    Yes, the new Bolt is reporting it's on 20.5.6.RC21-USC-11-849 which I believe is exactly what the defective one was on as well.
     
  10. CoxInPHX

    CoxInPHX COX Communications

    2,474
    67
    Jan 14, 2011
    Phoenix, AZ
  11. jp97

    jp97 New Member

    6
    0
    Feb 11, 2016
    lol. Just responded there as well. New one shows Signal Strength is 90 and SNR is 36dB.
     
  12. CoxInPHX

    CoxInPHX COX Communications

    2,474
    67
    Jan 14, 2011
    Phoenix, AZ
    Probably had a faulty QAM tuner chipset, my first Roamio Pro also had a similar issue, in 2013
     
  13. jp97

    jp97 New Member

    6
    0
    Feb 11, 2016
    How in the world did you ever convince Tivo Support that is was not the cable company's issue? How long did it take? They seem to have no ability whatsoever to troubleshoot their own equipment while it's in a customer's home.
     
  14. JoeKustra

    JoeKustra in the other Alabama TCF Club

    20,331
    3,780
    Dec 7, 2012
    Ashland, PA...
    I bought two Premiers on eBay and both worked fine. I knew I had a good signal. Then I bought a Roamio from TiVo. Upon pairing the card, two tuners had numbers that were unreal and would not display an HD channel. I was lucky to get a good CS person who listened as soon as I started quoting the diagnostic data from the Roamio. He even learned how to get all tuners on the same channel from me. If you show them you know what you are talking about and can back it up with facts, they are pretty cooperative.

    In the end I swapped Roamio boxes and all tuners are 90% with a SNR of 36dB. The Premieres, not so much. I don't trust the diagnostics on the Roamio. But both of mine work great so I don't care. And I still have the Premieres for backup. :)
     
  15. RSCHOON

    RSCHOON Member

    101
    1
    Sep 7, 2013
    You have to continually bash them over the head with the fact that you know that there is an issue. I too had this problem 3 months ago now. I kept hounding them (and actually had to go to Twitter and call on TiVo Margaret to tell her that there was an issue and support was failing badly). I have something like 5 tickets open because they kept feeling the need to start over, as if they were going to be the hero that solved it. One time I even called when the guy from the cable company was here and we were telling them that it was no a cable signal issue, but an issue with the box. I also pointed them to this thread because every time I called in they claim that nobody else has this issue when I know damn well others do.

    The whole thing has been a fiasco and I still cannot believe that it's going on this long...it's pathetic really. I cannot understand why they don't just put out a new update that looks like the old update that was working...that should fix us all until they figure it out. I've missed 3 months worth of shows over this so far and still no fix is out.
     
  16. sangs

    sangs Active Member

    634
    74
    Jan 1, 2003
    New Jersey
    Three months worth? You must have the patience of a saint. I'd have been long gone by now.
     
  17. RSCHOON

    RSCHOON Member

    101
    1
    Sep 7, 2013
    I already paid a lifetime service...so staying until it dies most likely. The real question mark will be staying for another box. You can scroll through this and my Twitter feed to their support staff and see that I am certainly not happy with this situation and think that it has been mishandled in just about every possible way by TiVo.
     
  18. CoxInPHX

    CoxInPHX COX Communications

    2,474
    67
    Jan 14, 2011
    Phoenix, AZ
    Luckily my issue could easily be reproduced with a reboot while the foreground tuner was on a copy protected, CCI=0x02, channel. If it was rebooted on a channel that was copy freely CCI=0x00, it was fine for a period of time, but would eventually start macroblocking when I tuned to a copy protected, CCI=0x02 channel.

    Here is one of the videos I submitted to TiVo.
    https://www.youtube.com/watch?v=LxV7ONlGfcY
     
    Last edited: Feb 15, 2016
  19. tivoboy

    tivoboy Member

    748
    8
    Jan 14, 2002
    SFO
    Arghh,,woke up this morning with V53 errors all over the place. This unit, a P4XL has been fine for a couple years and is on the tivo field trials beta, currently runs 20.5.6 RC21-01-2-758

    Where is the best place to start, tivo or comcast? I've tried rebooting, unplugging CC and re-seating.

    Signal is 90% with SNR 34db
     
  20. KDeFlane

    KDeFlane Active Member

    583
    128
    Jan 29, 2014
    Silicon Valley
    My Premiere series 4 also is showing v53 errors on channels beyond the basic cable lineup. For example, I can see 3 & 703, 12 & 712 (SD & HD versions) but around 33 & 733 they are all black. I tested signal strength and all channels are at 95-96% so I think this might be a service issue. I got a letter from Comcast/Xfinity about the upcoming MPEG-4 issue (which is due in our area by Feb.23), but this forum tells me the series 4 Premiere should already support that.

    I'll try a reboot, but I expect I'll be talking to Comcast support later today -- on a minor holiday (President's Day), oh boy.

    (And I should put this post over in the Premiere forum, but figured I would reply to let the person above know they're not alone.)

    (later follow-up):
    reboot didn't fix it. I started using the signal meter and letting it sit on each channel longer. Now some have improved, as if a diagnostic process is working on them. Not all channels have returned, but it gives me hope.
     
    Last edited: Feb 15, 2016

Share This Page

spam firewall

Advertisements