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Discussion Starter · #1 ·
Hi,

I'm having a guided setup problem on two new Series 2 DT boxes that I hope someone can help with. I've spend several hours on the phone with tech support at Tivo but I'm currently in a holding pattern at the "investigation" level.

When I try to run guided setup I get an error indicating that "No Cable Providers Found" for the zip code that I've entered. I've tried over twenty different zip codes including some given to me by Tivo tech support. Tech support has been able to verify that the connection is fine and the cable provider info is being transferred correctly but neither of the two new boxes can get past this point in the guided setup.

Any suggestions or guidance would be greatly appreciated.

Thanks,
Ken
 

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Are you using a cable box?
  • If not, does the TV work if you disconnect the cable from the TiVo RF input and connect it to the TV?
  • If you are using a cable box, disconnect the cable(s) that go from the cable box to TiVo at the TiVo and connect it (them) directly to the TV. Does the TV see a signal?
This will test whether there is a good signal for the TiVo.
 

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Discussion Starter · #4 ·
I do have a cable box attached to the Tivo. Signal coming from the cable box is fine going into the Tivo. Verified this by plugging it into a TV as suggested.

The error I'm getting is occurring after the Tivo downloads cable provider info during guided setup.

Are you saying a good signal coming into the Tivo is required in order for the cable provider setup to work?

Thanks,
Ken
 

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WayneCarter said:
Are you using a cable box?
  • If not, does the TV work if you disconnect the cable from the TiVo RF input and connect it to the TV?
  • If you are using a cable box, disconnect the cable(s) that go from the cable box to TiVo at the TiVo and connect it (them) directly to the TV. Does the TV see a signal?
This will test whether there is a good signal for the TiVo.
Irrelevant. The problem has nothing to do with the strength of the cable signal. Theres a problem with either the connection (telephone line or broadband) or the tivos processing of the information.
 

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Discussion Starter · #10 ·
Hi Mick66,

Thanks for the reply. I've tried guided setup with both the phone line and broadband with the same results. I was hoping it wasn't the case, but I think the problem must be on the Tivo service side as I'm having the same problem on two different Tivos. Just to see if it made any difference I tried running guided setup and selecting satellite instead of cable and I get nearly the same results. After connecting and downloading the provider info I get a screen that says "Select your local provider:" but the list is empty. So I'm thinking that either the Tivo isn't downloading the provider info file, the file it's downloading is corrupted or formatted incorrectly, or the version of Tivo SW on my new boxes has a bug.

Ken
 

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Since you have Two New Series 2 tivos I would be contacting Tivo and talking to Tech Support. But it does seem strange that both Boxes are having the same problem.

If one was having a problem, then yes fine, but both.........

Somehow I do not think its the Tivo units, but something else.
 

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Discussion Starter · #12 ·
I agree that it's probably not the Tivo boxes themselves. I've already been through three levels of Tivo Tech Support and my problem has been turned over to an "investigator". I hope to hear back from someone in a day or two. I'm only 20 miles from Tivo's headquarters, maybe they can come over and debug it in person? I know, wishful thinking.

Thanks for the help,
Ken
 

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kmitchell said:
I agree that it's probably not the Tivo boxes themselves. I've already been through three levels of Tivo Tech Support and my problem has been turned over to an "investigator". I hope to hear back from someone in a day or two. I'm only 20 miles from Tivo's headquarters, maybe they can come over and debug it in person? I know, wishful thinking.

Thanks for the help,
Ken
You never know. Why not call them and tell them they can send someone over to check it out.

You may of found a new Bug or something. Maybe even appear in a Tivo Advertisement someday :D

LOL.
 

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Discussion Starter · #14 ·
Just an update...

Haven't received a call back from the "investigator" but I've been calling each afternoon to check on progress. I offered to drop one of the boxes off so the engineers could look at it but that offer was declined.

Current instructions: Wait 5-7 business days and then call us back if we haven't called you.

My Series 1's have now stopped working since the Series 2's serial numbers have been transferred. I know have four Tivo bricks.
 

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Discussion Starter · #15 ·
I'm still waiting on resolution of my Series 2 problem but at least a supervisor at Tivo was nice enough to re-activate my Series 1's while they continue to work on the Series 2 problem.

My Series 2 problem is now at engineering escalation level.
 

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Discussion Starter · #16 ·
A tech support supervisor by the name of Amy is my hero. The provider data for my zip code is corrupt to the point that if you load my zip code data onto a Tivo it cannot even be removed when you select a different zip code. Amy walked my through a system restore which wiped everything clean. I then selected a "nearby" zip code that had the same channel lineup and guided setup worked for that zip code.

Unfortunately, It now looks like one of my new boxes has a bad analog tuner. Hopefully I can get that resolved later today.

Ken
 
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