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Serious TiVo Series 3 bug renders TiVos useless; TiVo does not acknowledge the problem and ignores users

October 18, 2007 on 4:20 pm | In bug, comcast, customer support, paperweight, tivo | 2 Comments

With the latest official TiVo software update, software version 9.1, still finding its way onto people’s TiVo S3 & TiVoHD boxes, comes a very serious bug which seems to affect some people who use Scientific Atlanta CableCARDs, and possible even others.

After the update is installed it seems that CableCARDs stop to function properly, and TiVo does not record the programs it was intended to. Instead, if you check the ToDo list under the “previously scheduled” section you will see “This show was not recorded because the video signal was not available” next to all your programs which should have been recoded.

Perhaps even a larger issue is the fact that TiVo is not acknowledging that there is in fact a problem when customers call in for support. You might get lucky if your call gets escalated to a tier 2 customer service rep, but even then there is no guaranty that they’re going to admit to an issue, or at the very least tell you that there’s a fix on the way.

I really do no understand why a company which seems to be struggling to survive in such a difficult market, decides not take care of it’s users or be honest at the very least about the issue. I don’t see how frustrating customers even further helps TiVo or this situation in any way. It would be easier to acknowledge the issue, and tell people that there’s a fix (9.2) being tested right now. Of course if TiVo did admit to the problem they might have to offer a free month of service, which would probably be better in the long run rather than alienating it’s faithful users.

So now you have a $1000.00 paperweight, because if your TiVo is not recording your shows, it is useless.

I, myself have had a terrible experience with TiVo support when I first got my Series 3. Like many other people, I’ve had CableCARD installation issues, which TiVo promised to help with, but never called me back. Even after speaking to multiple supervisors I never once received a call back as I was promised. It took nearly two weeks to get my S3 setup, and TiVo never even offered to refund me for the partial month of service which I didn’t use.

In the end I had to have a Comcast service manager come in and finish the installation properly.

So now I am on software version 8.x, and I am sure that 9.1 will be making it’s way onto my machine shortly. I have SA cards, and I’m worried that my TiVo too will become a paperweight after this update. Maybe it’s time to switch back to Comcast’s awful but functional DVR.

While reading through some forums I found an excellent post worth quoting, by a long time TiVo user.

One TivoCommunity.com user writes:

Right. Because trying to communicate how a company could do a better job is such a total waste of time.

I happen to agree with Saturn. It’s hard to find a bigger TiVo fanboy than me. For seven years I’ve been raving about TiVo and how it’s the greatest thing since sliced bread.

And last week I was forced to take every last season pass off my S3. It is an inert box, useless, because of 9.1 and how it caused my cablecards to stop working. The most important feature TiVo has is reliable recording of shows. Everything else is secondary.

If it won’t record the shows, it doesn’t matter whether there’s 30 second skip or not. It doesn’t matter if it has Wishlists or pixelation or anything else. Trick plays on a blank screen are not interesting. ToDo lists filled with “This show was not recorded because the video signal was not available” is not interesting.

My TiVos have never missed shows in the 7 years I’ve been buying them. And then they started missing all of them. That’s a pretty serious problem, wouldn’t you agree?

So, right now, I have a $1000 paperweight, with lifetime service. And for the first time EVER, I don’t trust that my TiVo will do what I told it. And I’ve moved to somebody elses DVR because missing shows is unacceptable. Sure, the interface isn’t TiVo. The features aren’t TiVo. But when I get home at night, the shows I want to watch are there, and THAT is the most important feature.

Trust is very hard to win, and even harder to regain. I used to trust my TiVos, unconditionally. Now I don’t. How do you fix that?

You fix it with communication. Back in the old days, TiVo would have done exactly that. They would have been in here answering questions. They would have told us that they were working on it. They would have told us that they had a potential fix and it was in testing. They would have told us that they were sending the fix out to a small group of users for field testing. And they would have told us when they were flipping the big switch to send it to everyone.

No offense to TiVoPony, who I like, but Richard Bullwinkle would have been all over this forum telling us what was going on. I suspect that TiVo itself is different now, and Pony is more limited in what he can say, and that it’s not his fault, but as a company, TiVo is far more tight-lipped than they used to be.

This isn’t the first time we’ve had a significant bug. Read the archives for previous times. What’s different this time is the almost total silence coming from TiVo.

When someone like me, who even came in here to defend TiVo for price changes, to turn his TiVo off and declare it to be “useless” means TiVo has a serious problem, and a company who lives and dies off it’s reputation for reliability cannot ignore a problem like that, and certainly will not win new “Raving Fans” by refusing to comment on the issue.

I’m still here, but my TiVo does not record anything I actually care about any more. Simply because I cannot trust that it will do so reliably.

Even if TiVo doesn’t want to give us “detailed release notes”, they absolutely should acknowledge the cablecard problem and let us know if it’s fixed. Until we KNOW that it’s fixed, my S3 will remain a paperweight. And I damned sure won’t be buying another one. And I won’t be recommending to my friends that they do, either.

And that’s why TiVo should communicate better. Period.

Earlier this week some users started to get the 9.2 update which seems to fix the issues caused by 9.1, as well as add some long awaited functionality such as external storage.

Tivo adds iPod and PSP support with premium version of Tivo Desktop

June 21, 2006 on 7:37 pm | In tivo | No Comments

Tivo On Wednesday, Tivo released a new premium version of the TiVo Desktop application for Windows, called “Tivo Desktop Plus”. The new premium version of the software adds support for transferring recorded programs to portable devices. Programs may be transferred to devices such as Apple’s iPod, Sony’s PSP, Treo, and any other device which supports MPEG-4 or H.264 video.

The cost of the Tivo Desktop Plus software is $24.95, and it may be purchased directly from Tivo’s online store.

The basic version of the Tivo Desktop software will remain free for all Tivo customers.

Source: BetaNews

Tivo files for an On Demand DVR Patent

June 18, 2006 on 3:12 am | In interesting, patent, tivo | 1 Comment

Tivo Patent Tivo has filled a patent application for an “On Demand” type of service, or as they have labeled it “Method and apparatus for secure transfer of previously broadcasted content and Method and apparatus for secure transfer and playback of multimedia content“.

This new service from Tivo will let users download TV show or movies, much the same way you would use Pay-Per-View. The content can be flagged as free, subscription based, or pay-per-view. The pricing and availability will vary depending on what type of content it is. It looks like Tivo will be using the TiVoToGo authentication scheme.

No word yet if Tivo will offer this new content in HD.

Source Zatz Not Funny | Gizmodo

Tivo announces new service: TIVOCAST

June 7, 2006 on 3:41 pm | In tivo | No Comments

Today, Tivo announced a new service called “TivoCast”, which brings broadband video to your TV. Tivo signed new agreements with NBA, WNBA, The New York Times, Heavy, iVillage, and CNET.

“Television is still the preferred platform for watching video. The TiVoCast service captures mainstream and specialty-based content on the Web, delivering programming that is not otherwise available through the TV today and providing a wide variety of choice that will be of interest to all segments of the TV audience,” said Tara Maitra, TiVo’s Vice President and General Manager, Programming. “The TiVoCast service provides niche networks and broadband content suppliers, for which the economics of television distribution might not make sense, a way to connect with audiences in the living room via their favorite medium for watching video, TV and TiVo.”

As Matt points out over at PVRblog, other than a few new content partners, and a new name, Tivo is just re-branding their already existing Video Podcasting service.

Comcast to begin testing HD TIVO service

June 3, 2006 on 12:54 pm | In beta, comcast, dvr, technology, tivo | 2 Comments

Comcast and Tivo

Comcast is about to begin beta testing the HD TIVO service on their DVR boxes this month, according to the AVS Forum. The deal between comcast and Tivo was inked back in mid March of 2005.

The TIVO software will be downloaded directly onto existing Comcast HD DVR boxes, without the need to purchase or rent any extra hardware.

Under the terms of the agreement, Comcast and TiVo will work together to develop a version of the TiVo service that will be made available on Comcast’s current primary DVR platform. New software will be developed by TiVo and will be incorporated into Comcast’s existing network platforms. The new service will be marketed with the TiVo brand, and is expected to be available on Comcast’s DVR products in a majority of Comcast markets in mid-to-late 2006.

Although no official statements has been issued yet about the pricing and availability, we expect the pricing for the new service to be at about $5 per month, on top of the current DVR charges. The new Comcast/TIVO DVR service will include the popular TIVO user interface, and features such as the Season Pass and the WishList.

No word yet on which markets Comcast will test the new TIVO service on, or how to sign up. Comcast support was unable to provide us with any useful information when we called.