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Topic:
Anybody selling TiVo?
This thread has 17 replies. Displaying posts 1 through 15.
Post 1 made on Wednesday February 19, 2014 at 01:34
BrettLee3232
Long Time Member
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I've been selling a lot of TiVo lately, which is weird cause last year I didn't do 1 damn install. Anyways, I'm putting Roamio +'s z& Mini's.

I have been having some problems but most of them have been with the cable provider.

For instance a job this week had a Roamio & 5 mini's with TWC. Installed the Tuning Adaptor & booted everything up "Ethernet + MoCa" & some channels were not coming through. Also some HD channels on the Mini's weren't coming through even though they were coming through on the Roamio. Fixed the issue by swapping out CableCARD & Tuning Adaptor.

Another job is with FiOS...Roamio + & 4 Mini's. Getting no HBO. Called Verizon & they said they have been getting issues with TiVo & HBO & recommended contacting TiVo to have them reset the system.....WTF?

Same job was having issues with stuttering on all Mini's either MoCa or hard wired Ethernet. Fixed the issue by unplugging the Ethernet on the Rosmio & doing a "only MoCa" install. Now they all work great.

Another job I could not get any Mini's to connect to the Roamio. I had to put a 3 way splitter on the cable: 1 for TiVO, 1 for Tuning Adaptor & 1 for cable modem. MoCa would not pass through the Tuning Adaptor.

I really like the TiVo system but working with TWC & FiOs has caused me almost as much headaches as using cable provided boxes. At least when something wasn't working with them I would have them send out the cable guy to fix the box. Now when there's an issue with TiVo, I'm the one who sold it to them so it's my responsibility.

I guess there's never a win win in the cable world. You make margin on the boxes but loose labor troubleshooting issues.

Anyone else having similar issues or other issues?
Knowing that Gold went up a few K makes me think "well now I have to do a better job on selling more equipment".

-Me... Jan. 2014
Post 2 made on Wednesday February 19, 2014 at 07:11
Tony Golden
Founding Member
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654
Did the "Tivo reset" fix the Fios/HBO problem?
OP | Post 3 made on Wednesday February 19, 2014 at 10:50
BrettLee3232
Long Time Member
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Haven't been back to try yet.
Knowing that Gold went up a few K makes me think "well now I have to do a better job on selling more equipment".

-Me... Jan. 2014
Post 4 made on Wednesday February 19, 2014 at 11:03
jcmitch
Founding Member
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May 2001
483
The "some channels not coming through" has been traced to a cable card authorization / pairing error every time for us. One of the keys to finding the problem is looking at the "Authorization" value which deals with channels that require encryption. Its found on the "Conditional Access" page.

This exact problem is the reason I no longer sell Tivo products. A Tivo install can take hours, or days, to complete; relying on the capabilities of the support personnel at the Cable Co to help you. It is impossible to accurately quote the labor needed for any Tivo job, because you don't control the outcome.

There is really helpful support on the Tivo page however.
[Link: support.tivo.com]

Post 5 made on Wednesday February 19, 2014 at 11:10
sofa_king_CI
Super Member
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June 2009
4,230
Comcast now a specific department that ONLY deals with cables cards. It was made setting up Tivos SOOOO much better. So far every rep I've spoken with on the phone was very competent. We do all the updates ahead of time is possible (not a big deal though as the network is typically the first thing up and we have hdmi test monitors).

the last few activations have been pretty quick and smooths we had one odd issue where a TiVo show. That it had been activated by avad already, which was strange, but TiVo got it working.
do wino hue?
Post 6 made on Wednesday February 19, 2014 at 13:22
davenport
Senior Member
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1,361
On February 19, 2014 at 11:03, jcmitch said...
The "some channels not coming through" has been traced to a cable card authorization / pairing error every time for us. One of the keys to finding the problem is looking at the "Authorization" value which deals with channels that require encryption. Its found on the "Conditional Access" page.

This exact problem is the reason I no longer sell Tivo products. A Tivo install can take hours, or days, to complete; relying on the capabilities of the support personnel at the Cable Co to help you. It is impossible to accurately quote the labor needed for any Tivo job, because you don't control the outcome.

There is really helpful support on the Tivo page however.
[Link: support.tivo.com]


I like the TiVo products but they've been very dumb as a company about rewarding the custom installer that is advising the customer which service provider they should choose. TiVo is a better product, but the setup times are all over the map and there's no revenue to be made on the Lifetime Service Plans that keep creeping up in cost over the years. We should be able to buy a credit for the lifetime plan at our distributors and make some profit there too.

I'm sure someone, maybe Julie, will chime in that there's plenty of money to be made off the extras inside the box too. The reality is that customers don't understand why you might be billing 20 hours to train them and deal with their TiVo and the Cable TV company.

TiVo needs to integrate the CATV Tuning Adapter to eliminate issues with the external electronics.

So many issues with TiVo over the years, but that's what I use myself even though now I no longer promote their hardware so that the cable company's issues do not become my own.
Post 7 made on Wednesday February 19, 2014 at 14:12
sofa_king_CI
Super Member
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On February 19, 2014 at 13:22, davenport said...
So many issues with TiVo over the years, but that's what I use myself even though now I no longer promote their hardware so that the cable company's issues do not become my own.

The problem is that the cable company's issues always seem to come to me first. Client calls saying, remote won't work, or TV is down....troubleshooting with some clients over the phone is easy but other's it just isn't possible.

SO you roll a truck, turns out, cable box needed power cycled. Yes, this is becoming less of an issue with IP power products, but still. My experience with TiVo has been that while it's some times slow getting setup...once setup they are really stable and reliable.

Clients LOVE their app and viewing on iPads. The new Netflix interface is much better. So far, the "time" taken setting up a TIvo hasn't been an issue because there are a bunch of other things to setup and deal with while it's getting setup. Not much of the setup process really requires interaction. 
do wino hue?
Post 8 made on Wednesday February 19, 2014 at 22:30
juliejacobson
CE Pro Magazine
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April 2003
3,032
Why not have the cable company do the cablecard install and commissioning, hopefully when you're at the site doing something else? You can test it before they leave.

They were pretty good about getting mine up ... And coming back pretty quickly when I discovered missing channels.

In all, it probably took them a couple hours on their nickel. The experience is so many bjillion times better than twc's own DVR. I guess you just have to convince clients of that and convince them the extra service cost is worth it.
"CEPro: your website sucks!" - Fins
www.cepro.com
[Link: twitter.com]
Post 9 made on Wednesday February 19, 2014 at 22:38
Hi-FiGuy
Super Member
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2,836
On February 19, 2014 at 22:30, juliejacobson said...

They were pretty good about getting mine up ...

Trying real hard to be a good boy
Post 10 made on Wednesday February 19, 2014 at 23:26
juliejacobson
CE Pro Magazine
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On February 19, 2014 at 22:38, Hi-FiGuy said...
Trying real hard to be a good boy

Dude, I'm a chick! Nothing to get up.
"CEPro: your website sucks!" - Fins
www.cepro.com
[Link: twitter.com]
OP | Post 11 made on Thursday February 20, 2014 at 01:24
BrettLee3232
Long Time Member
Joined:
Posts:
December 2009
423
On February 19, 2014 at 11:03, jcmitch said...
The "some channels not coming through" has been traced to a cable card authorization / pairing error every time for us. One of the keys to finding the problem is looking at the "Authorization" value which deals with channels that require encryption. Its found on the "Conditional Access" page.

This exact problem is the reason I no longer sell Tivo products. A Tivo install can take hours, or days, to complete; relying on the capabilities of the support personnel at the Cable Co to help you. It is impossible to accurately quote the labor needed for any Tivo job, because you don't control the outcome.

There is really helpful support on the Tivo page however.
[Link: support.tivo.com]


That was the issue today...on the "conditional access page" it was showing a ? Under the Val:

Contacted tivo and they said it was a cable card issue. Turns out the card was never fully activated so I made the customer force them to send out a tech because I wasn't wasting anymore time with Verizon's mistakes.

There really only is so much you can do for a customer before your like "wait a second, this wasn't in my scope of work. Why the eff am I doing this and not charging for it."
Knowing that Gold went up a few K makes me think "well now I have to do a better job on selling more equipment".

-Me... Jan. 2014
Post 12 made on Thursday February 20, 2014 at 02:01
Hi-FiGuy
Super Member
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2,836
On February 19, 2014 at 23:26, juliejacobson said...
Dude, I'm a chick! Nothing to get up.

;p)
Post 13 made on Thursday February 20, 2014 at 08:51
roddymcg
Loyal Member
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Posts:
September 2003
6,796
I am in the same area as Cory dealing with Comcrap. Once I figured out the number for Comcrap's cablecard department the process is pretty simple. Simple enough I put a Romio in my own home. First thing I noticed was the TiVo picture blew away a Comcrap box. We hardly even use Apple TV now and use NetFlix on TiVO.

As mentioned, get the box online right away. TiVo suggests doing the updates once before the cablecard is installed. Then do it again after the card is installed. This is easy enough to do while you are doing other things on the project if you manage your time properly. I am also testing IP control of TiVo and so far in minimal testing it seems pretty stable. One less emitter to deal with.

When we get back from vacation I am going to add a Mini...
When good enough is not good enough.
Post 14 made on Thursday February 20, 2014 at 09:12
Dawn Gordon Luks
Founding Member
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September 2001
1,178
Make sure the cable-card firmware is 1.5.3 1101 and it will work just fine.
Post 15 made on Thursday February 20, 2014 at 09:26
Rob Grabon
Founding Member
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November 2001
1,392
The trouble with Tivo is when there is a problem you may as well be on a deserted island.

Cable Co - It's not our fault
Tivo - It's the cable card's fault
Customer - It's your fault, you told us to get it
Distributor - There's nothing wrong with the hardware, your problem

Been there, done that. It sucks.

Yes Mr. Customer Tivo is wonderful, however your local cable company's firmware and the new hardware aren't compatible and there's nothing I can do about it.

If it works on your system, lucky you.
If you're on the big C, it's just a matter of time until you get the ONE that just won't pair right, no matter how many cards, calls, tech's you throw at it.
Technology is cheap, Time is expensive.
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