TiVo Community Forums Archives - TiVO Support Fumble.

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TiVO Support Fumble.
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Posted by: KoL Productions

Hello All,

Not this has any weight into this discussion. But, recently I've upgraded my Tivo for the second time. Had a IBM 75Gb ( TiVo B Drive ) bite the dust on me, bad sectors. No big deal really.

Took the backup copy prior on a Maxtor 45GB from Quantum 30GB and re-imaged. 3.8 hrs, using DD. Ugh.

30GB image drive up, v1.3 upgraded to 2.5 all successful everything. Setup process and 3 hour import of data. Just like a brand new system. Happiness. Only the hours for record time, blah.

Ok, --- got the 30gb back online. Lets upgrade to Western Digital 100GB WD1000 (Tivo A) drive. Image again, 3.8hrs --- got a 30GB image on a 100GB disk. Up and running. Going thru the inital setup and I run into trouble.

I couldn't get the initail 1-800 call made to download program area codes. It would dial-out and connect, answer and start then kick me off. Logs states, un-supported protocol. Hmmm. Interesting.

I had a succesful attempt earlier within the day on the 30gb image I did previously, so its not the TIVO.

Just wondering if you can make 2 sucessful calls within a 24 hour period or longer for initial program area information?

I call TiVO Support. ( Got a Female CSR ) --- Up front and honest with them from the get-go. This is a good thing, and also a bad thing.

From the good side, I didn't wanna waste anyones time over there. I just wanted them to check to see if I was locked outta the system for the initial 1-800 download area program information. From the bad side, IMMEDIATELY you will get the response of ---- we are not responsible.

OK, I completely understand all that. I said so in the initial conversation with them. I cracked open the box, and take responsibility.

However, ----- I have to put in here when I was told if I had DSL and in order for me to make the initial 800 call to download program area information.

Tivo Rep: "Do you have DSL?"
Reply: --- Yes

Tivo Rep: "You need to turn off your DSL, and all your computers and then make the phone call"

Reply: Really? In the 5 months I've been using this, never had to before. Nor once did I ever have to turn off any of my computers. And gee, funny like this morning nearly 8 hours it worked with no problem

I troubleshooted some, checked all the logs: The connect speeds was 26.4k or higher. Unsupported protocol was the return error code.

Anyways, rather than beat on the 800 number until. I just restored an image which had already been initated with my area programming information. Upgraded to 2 100GB drives, came out with 246hrs, 14mins. All completed in 25 minutes. Saved myself 3 hours.

Happiness.

Posted by: stevel

I happened to have my DTiVo need to call yesterday to get the dialup numbers - it took me three or four tries before it completed. There may have been a server problem.

I don't see that TiVo support did anything wrong. I'm not familiar with DSL, but I can imagine that one of their standard responses is that DSL can interfere with the TiVo modem (so maybe you needed a microfilter...)

Be glad that she would even talk to you after admitting you had opened the box!

Posted by: Mars Rocket

Turn off your DSL? What on earth does that even mean?

They must have plenty of customers with DSL on their only phone line, and DSL can't be "turned off" by the end user. You could try running the TiVo through one of those filters meant to filter out the DSL signal, but I've had bad luck getting modems to work through those filters so I'm not sure it would work with your TiVo.

Posted by: KoL Productions

The fumble of which I mention here is how this problem was handled somewhat. As stated, --- its a good thing / bad thing. Had I not alerted them to the fact I cracked open the case I believe this would have been handled in a totally different manner. Thus allowing more intuative answer than.... oh, you need to buy a filter if you have DSL, and or you need to shut all your computers off before making the call.

In any instances, I'm sure in some remote cases DSL has been an issue for some folks. However, 5 months of previous operation without incident and to get this answer from a CSR preturbed me. :confused:

Just seemed to me, pass the buck. This guy is non-qualified for support due to box being cracked open. Acceptable from the warrenty perspective, and legal notices. But, was the result a satisfied customer? Considering I own quite a number of shares in this company. As a shareholder? Nah. I think it could have been handled alittle differently.

Within addition, --- if I had wanted to really push the issue. I do have a second TiVo, non-modified and could have very well used that serial number to troubleshoot this problem.

Anyways --- just venting. As stated, I went around the problem and upgraded without the help. :D