[AllenRodgers]

Hello,

I've been a long time TiVo user (over 15 years) and have three TiVo Premiers on Cox in the Phoenix area. About six months ago the tuning adapters (Cisco STA1520) started resetting themselves. This causes an alert on the TiVo and cancels any recordings. This is now happening almost hourly and all three tuning adapters reset at the same time. It takes about ten minutes for the tuning adapters to come back and again my live TV is interrupted with a message that the tuning adapter is now connected. I've had no less then a dozen visits from Cox and each time they tell my signals are good and there is nothing they can do. I've spent countless hours on the phone working with different levels of Cox support and I've replaced tuning adapters and cable cards multiple times with no effect. I have my TiVos and tuning adapters setup per recommendation of TiVo and Cox. TiVo phone/chat support is no help and I've exhausted my support with Cox. I spoke with a Cox field service technician yesterday and he told me that this is a common problem and he himself was a TiVo lover and got rid of his TiVos because of the same issue. I have noticed one thing. The tuning adapters are on firmware version 1601 and there are two newer versions. No one seems interested in helping with this issue either.

I'm wondering if anyone else has had this problem and if so has a solution been found. Any help is appreciated.

 

[Teeps]

the firmware ver is 1901 on the cisco STA1520 ta that i have.
the consistency you state, about them rebooting, makes me think they are trying to update.
but can't complete the routine.

contact an engineer at the cox head end facility you need to ask if they can push out the firmware ver 1906

 

[AllenRodgers]

Thanks for the feedback and suggestion. I have a ticket with Cox that was started on Friday the 15th asking for a firmware update. I'll follow up if they get around to updating the tuning adapters.

 

[powrcow]

You didn't mention this but have you tried all kinds of TiVo and Tuning Adapter power resets? Powering both down for 5 minutes then powering both up at the same time, then individual, etc?

I have Cox in Tucson and every now and then I need to do the Tuning Adapter power dance to get things working properly. I agree that they're poorly supported and make the experience frustrating.

 

[AllenRodgers]

Thanks for the suggestion. I've tried this also. I should mention that I currently own a software company and at one time I ran a computer hardware shop. I've installed hundreds of networks and I write software for the telecom industry. I have a long history of solving software and equipment issues. I'm mentioning this to explain that I've thrown a lot of experience and countless hours of my own time trying to solve this. One call with Cox level two support lasted over three hours and they had me try many variations of power cycles with different timing. They also pushed updates and re-paired equipment. Nothing seems to work. I do think it's the firmware version but I'm still waiting for Cox to get back to me. It's now a week since I've heard from them. I checked on the ticket yesterday and they are saying that I should hear from them soon. I will say that Cox support has at least tried to fix the issue and they gave me a partial credit for lost service. TiVo support will not give me an email to write to management (I thought they might like to know that this is a problem after hearing I'm not alone with this issue.) Also TiVo support would not escalate the problem to a higher level of support. I also asked for a manger to call me. This is the first time in over 15 years that I've asked for support from TiVo and I'm disappointed with their lack of help and concern. I'm giving this one more week before I give up and cancel Cox and Tivo. It's a shame because I have been a big TiVo fan and supporter.