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>>> TiVo's new policy for Toll Free support for Daily Calls <<<

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TiVolutionary is offline Old Post 08-08-2001 11:22 AM
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TiVolutionary
Unemployed Geek

Registered: Jul 1999
Location: Sunnyvale, CA, US
Posts: 15

Cool TiVo's new policy for Toll Free support for Daily Calls

So, after a great deal of valuable input from you guys, and even more brainstorming and discussion internally, I am very pleased to announce TiVo's new policy for Toll Free Support, effective August 8, 2001.

All currently subscribed DIRECTV receivers with TiVo Service and standalone TiVo receivers for which service was activated prior to August 8, 2001 will continue to have access to the toll free number for daily calls for now. We continue to investigate more cost effective ways to get data to those receivers, but for now they will not be cut off from the toll free number. Also, any box activated with service prior to August 8th which is replaced because of some failure and is eligible to have service transferred to the new receiver is also eligible to have access to toll free number transferred to the replacement receiver. Those rules are posted, but basically if your hardware manufacturer replaces your receiver free or for some charge, or you have a replacement service contract through an authorized retailer, you can transfer the service and toll free access.

However, all Standalone TiVo receivers activated on August 8th, 2001 or later will be denied daily call access using the toll free numbers. This includes receivers bought after August 7th by customers who already own TiVo receivers that are eligible for toll free access.

Of course, even if you have a receiver that is eligible for Toll Free access, we do ask that you check every now and then to see if a local POP number is available in your area, and we may send you a message to remind you to check every now and then.

I hope you all find this a fair way for TiVo to implement this very important cost-savings measure.

Cheers,
-RB

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modnar is offline Old Post 08-08-2001 12:01 PM
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modnar
Senior Member

Registered: Oct 2000
Location: Conway, AR, USA
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Thanks for the announcement. This does seem like a fair way to implement this.

Can you tell us if there was there was a noticable difference in toll-free use after the PTCM asking us to check for local numbers?

[This message has been edited by modnar (edited 08-08-2001).]

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Old Post 08-08-2001 12:06 PM
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Klips
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When I got my first DirecTiVo unit, there was no local number. Happily there was an 800 number to use. Today, I am using a local number. So either way, I am covered.

But, I do have a question. Why not force any user that has a local number to use it? And, let anyone who doesn't use the 800 number. I know I sure would have second thoughts if I was paying for long-distance calling.

I guess unless there is some content difference, why would I want to use an 800 number or a local number?

Wouldn't it be in TiVo's best interest to keep road blocks, like long-distance charges, from getting in the way of new customers?

To tell you the truth until I started reading this forum, I never thought twice about what number was being dialed. Has TiVo ever considered sending out an email asking people to check? Or better yet, why not consider a campaign to automatically change them over. By referencing your own customer info and the call-in from phone number for each receiver, you could do monthly checks for local phone service. Then automatically run a diagnostic loop to verify that the local number is local and works, otherwise default them back to the 800 number. Of course I took the liberty to over simplify the task.

I don't know if any of this makes any sense or if someone else has already suggested it. Just know that I did my part.

Klips

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Old Post 08-08-2001 12:18 PM
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rammy
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I always preferred the 800 number to the local. Just a personal preference.

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Leon WIlkinson is offline Old Post 08-08-2001 12:29 PM
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Leon WIlkinson
Drink and be saved

Registered: Feb 2000
Location: TiVo Town
Posts: 327

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quote:
Originally posted by TiVolutionary:


However, all Standalone TiVo receivers activated on August 8th, 2001 or later will be denied daily call access using the toll free numbers. This includes receivers bought after August 7th by customers who already own TiVo receivers that are eligible for toll free access.

Cheers,
-RB




So there won't be any 800 # option for new boxes? not even a monthly fee option? I just thought of one way to make the calls a little less expensive. Have a option for TiVo not drop the line. If you pickup the line with 3 seconds left, Tivo has to start all over, right?

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TV Guide for $8 a month, or TiVo service for $10, sounds like a easy choice to me!!

<A HREF="http://www.avsforum.com/ubbtivo/Forum4/HTML/001652.html" TARGET=_blank><FONT size="6">TiVo ISP support,please!!</FONT s></A>

[This message has been edited by Leon WIlkinson (edited 08-08-2001).]

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samo is offline Old Post 08-08-2001 12:46 PM
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samo
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Registered: Oct 1999
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quote:
Wouldn't it be in TiVo's best interest to keep road blocks, like long-distance charges, from getting in the way
of new customers?

TiVo probably looked at all the stats before making this decision, but to casual observer it seem to be a hard sell.
You are telling to the new user who has no idea what TiVo does or how long the long distance calls are that not only it requires service to do anything at all (at least units shipped with 2.0) but that he also has to pay undetermined amount in phone charges if he doesn't have a local number.
I know if I was in this situation, I would bring it back the next day. I think that better solution would be to establish fixed surcharge for use of 800 number. But of course I don't have all the facts. It is possible that TiVo sales in places without local numbers are negligible.

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Michael Gwynn is offline Old Post 08-08-2001 01:50 PM
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Michael Gwynn
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quote:
Originally posted by samo:
But of course I don't have all the facts. It is possible that TiVo sales in places without local numbers are negligible.


And neither do I. But I'd hate to lose those guys.

rammy, please use the local number. It saves Tivo money.

------------------



John Hancock
........................

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DrStrange is offline Old Post 08-08-2001 05:52 PM
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DrStrange
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Is there a list of Tivo POPs or does Tivo use all UUNET POPs and only UUNET POPs making UUNETs lookup page sufficient?

If it isn't it'd be nice if Tivo had one. Replay does. Even if it is Tivo ought to at least provide a pointer on their site to UUNETs lookup

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TivoFamily is offline Old Post 08-08-2001 06:29 PM
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TivoFamily
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quote:
Originally posted by rammy:
I always preferred the 800 number to the local. Just a personal preference.


Why?

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uw69 is offline Old Post 08-08-2001 06:30 PM
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uw69
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Great solution to a tough problem for Tivo. My daughter uses one of my Tivo's while away at college and of course there is no local telephone number (Ellensburg, Wash) so I apreciate the use of the toll free number.

I suppuse someone just activating a new Tivo, won't feel this is a very good solution.

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andyf is offline Old Post 08-08-2001 06:45 PM
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andyf
Long time TiVo user

Registered: Feb 2000
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The problem is, how does TiVo know whos calling it's 800 number without answering the phone and checking serial numbers. The unit can still use up 800 number access.

Oh, maybe they can use caller ID, and not answer the phone if you're not allowed to use it.

I can't wait to see where this thread's gonna go - or
------------------
Andy

[This message has been edited by andyf (edited 08-08-2001).]

[This message has been edited by andyf (edited 08-08-2001).]

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Xaa is offline Old Post 08-08-2001 07:37 PM
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Xaa
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Registered: Jan 2000
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I don't think this thread will go south. The new policy only covers new subscribers. Nothing is being taken away from anybody. If a new subscriber chooses to subscribe, they are electing to use Tivo's policies.

Whether anyone feels it's a good or bad policy is irrelevant. The new subscribers will know going in.

Xaa

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rhoatson is offline Old Post 08-08-2001 07:47 PM
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rhoatson
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quote:
Originally posted by Xaa:
The new policy only covers new subscribers. Nothing is being taken away from anybody.
Xaa




Two big words you may have overlooked from Richards post:

quote:
Originally posted by Tivolutionary:
All currently subscribed DIRECTV receivers with TiVo Service and standalone TiVo receivers for which service was activated prior to August 8, 2001 will continue to have access to the toll free number for daily calls for now.



[This message has been edited by rhoatson (edited 08-08-2001).]

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Xaa is offline Old Post 08-08-2001 07:52 PM
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Xaa
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If/when those two words change so will my opinion. I have a local number so the decision doesn't affect me, but I do think it's bad business to take something away from your customers forcing them to spend more money than they originally bargained for. That's not what's happened here so far and I'm going to believe/hope that it won't happen.

Xaa

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rhoatson is offline Old Post 08-08-2001 07:57 PM
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rhoatson
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Agreed Xaa.

I have a local too. That those two words needed to be there are what bothers me.

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Bryanmc is offline Old Post 08-08-2001 08:29 PM
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Bryanmc
Will work for money.

Registered: Sep 2000
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quote:
Originally posted by rammy:
I always preferred the 800 number to the local. Just a personal preference.


quote:
Originally posted by TivoFamily:
Why?




This guy's been exposed, pay him no mind.

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brott is offline Old Post 08-08-2001 08:33 PM
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brott
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Registered: Feb 2001
Location: Livermore, CA
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quote:
Originally posted by rammy:
I always preferred the 800 number to the local. Just a personal preference.


quote:
Originally posted by Michael Gwynn:
Rammy, please use the local number. It saves Tivo money.



We shouldn't feed the trolls

Seriously, though, I agree, the toll-free number should not be abused. However, TiVo doesn't really have a choice. Some people will not change a mis-configured system unless they are forced to. If TiVo wants to save money on these calls, then they need to come up with a plan. I liked klips idea of checking the calling number .. Allow it once for a few days and deliver a message to the box with instructions for changing to a local number. If a successful local number has been used, then allow toll-free access again. This would support moving the box to a new location (which might not have local # access).

While I agree that TiVo should do something to control access to their toll-free lines, I think that there is a more technologically savvy way to do it that would allow customers outside of the "service" area. On the other hand, if TiVo is simply ignoring this market due to the cost, they've already chosen the correct way to implement it.

------------------
-brott
DTV in '94
T60 in '00

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CoosCoos is offline Old Post 08-08-2001 08:39 PM
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CoosCoos
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Registered: Dec 2000
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quote:
Originally posted by TiVolutionary:
This includes receivers bought after August 7th . . .


I don't remember giving TiVo the right to use my Wedding Anniversary as a date for policy changes. RB, please forward the necessary royalties to me and my wife . . .

Seriously, I think this is very fair.

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NoteTaker is offline Old Post 08-08-2001 08:48 PM
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NoteTaker
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quote:
Originally posted by rhoatson:
Agreed Xaa.

I have a local too. That those two words needed to be there are what bothers me.



Anyone who tell you that things will never change is selling you something. RB is playing above board.

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scooterboy is offline Old Post 08-08-2001 08:52 PM
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scooterboy
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I am a 1-800 user, and recently checked the Tivo local number list. I found that there is now a local number that I can dial.

However, I remain a 1-800 # user. Why? Because my local calling plan allows me 30 calls/month before they start to charge 16 cents/minute.

The Tivo daily call alone will use up my monthly allowance. I don't make that many local calls, but I don't relish the idea of paying 16 cent/minute for them.

So, I offer what I feel is a fair deal to Tivo: give me the ability to choose the Tivo's call frequency, and I'll switch to the local number.

If I could set the Tivo to dial every other day (or every third day), the problem would be solved for many like me with restricted local calling plans.

I saw a suggestion in another thread about plugging a wireless phone unit into a timer, but I don't really want to spend any more bucks on the Tivo right now.

If anyone knows of a free way to make the phone line unavailable to my Tivo every other day (other than manually), I'm open to suggestions...

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"If you're not passing anyone, get the hell out of the passing lane!"

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>>> TiVo's new policy for Toll Free support for Daily Calls <<<

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