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Ok, so I helped my parents plan a home theatre for their new house which included the new TiVoHD with 1 multi-stream cablecard from Charter. Everything was working, but now they're getting the blank gray screen and I need some help troubleshooting.
The issue: Everything works fine but once you start sufring channels for a few mintues, the screen goes gray --somtimes with audio, sometimes not-- but the program info is always still there. The only fix is to unplug and restart TiVo.
What we've done:
1: Charter has replaced the cablecard, and even tried moving to 2 single stream cablecards. (The two single stream cards wouldn't work at all, so we're back to a new multistream card).
2: We've called TiVo asking for help or to return the device and tech said: "this is a widespread problem, and we're working on a software update to fix the problem. Sit tight for a few more days. Even if you exchange the device for a new one, it will have the same software problem." After a few days, we called again and the new tech said she had no knowledge of an impending software update. So we canceled the service.
3: After a few more days, we decided to give it one more try, called to re-initiate the service and this tech re-confirmed an update is coming soon to fix the problem and not to re-intiate the service until it's available. (this makes us believe him cause he basically told us not to give TiVo our money til we can use the device).
SO, what i want to know is: Are others successful with Charter and multi-stream cards? Has anyone else heard from TiVo that they working on an update? Since the TiVo is not working, they're using the TV without the TiVo...how will we know when TiVo has released an update? Do they post those announcements on the website?
Thanks for any help...
The issue: Everything works fine but once you start sufring channels for a few mintues, the screen goes gray --somtimes with audio, sometimes not-- but the program info is always still there. The only fix is to unplug and restart TiVo.
What we've done:
1: Charter has replaced the cablecard, and even tried moving to 2 single stream cablecards. (The two single stream cards wouldn't work at all, so we're back to a new multistream card).
2: We've called TiVo asking for help or to return the device and tech said: "this is a widespread problem, and we're working on a software update to fix the problem. Sit tight for a few more days. Even if you exchange the device for a new one, it will have the same software problem." After a few days, we called again and the new tech said she had no knowledge of an impending software update. So we canceled the service.
3: After a few more days, we decided to give it one more try, called to re-initiate the service and this tech re-confirmed an update is coming soon to fix the problem and not to re-intiate the service until it's available. (this makes us believe him cause he basically told us not to give TiVo our money til we can use the device).
SO, what i want to know is: Are others successful with Charter and multi-stream cards? Has anyone else heard from TiVo that they working on an update? Since the TiVo is not working, they're using the TV without the TiVo...how will we know when TiVo has released an update? Do they post those announcements on the website?
Thanks for any help...
