Using the TiVo Service

I have been a Tivo subscriber for nearly a decade.  I find their DVRs to be second to none.  I think everyone would agree with me that the added expense in owning a Tivo clearly outweighs not having one at all or using a cable company's substandard PVR.

That, however, is the only compliment I am going to pay Tivo in this thread.

I just gave up DirecTV service and switched over to Verizon Fios.  I spent an exorbitant amount of money to bypass using their brand of DVR and instead purchasing two Tivo HD units and paying lifetime service on each.  If that doesn't show my dedication to Tivo, I don't know what will.

Immediately noticed a problem with Fios.  There was extreme pixelation problems on a few of the channels.  I spent an entire morning on the phone complaining to Fios who helped me discover the fact that the pixelation problems were related ONLY to the two HD televisions that had a Tivo tuner.  The other two displays in my home without Tivo exhibited no problems.

Then I browsed the Internet and read countless reports dated back as far as 2005 reporting pixelation problems with Fios connected to a Tivo.

The problem is that the Fios signal is way too "hot" for the Tivo unit to handle.  One of the fixes suggested is the purchase of a signal attenuator to tone down the strength of the signal coming into the Tivo unit.

But here is the problem in a nutshell....

Tivo has been aware of this problem for the past 3 years.  If you really search their website, you'll even find a page devoted to Fios compatibility problems and the suggestion that a signal attenuator be used to correct the problem.

However, Tivo has done NOTHING to modify their units so that their tuners are compatible with the FIos signal.  In other words, knowing the increased number of people turning to Fios and the current incompatibility issues with Tivo units, the company has done nothing to upgrade their units.

Additionally, when I call Tivo customer support (for which I had to wait over 20 minutes to get a rep on the phone), they act as if this isn't a common problem.  Read the Internet, however, and you'll find that dozens upon dozens of people have contacted Tivo over the past few years and complained about their units causing problems with the Fios service.

I suppose it would be easy for Tivo to blame Fios for the problem.  Perhaps Fios is to blame for not being more willing to work with Tivo subscribers.  However, their service reps seem to be in the right for telling me that Tivo is not their equipment so they don't troubleshoot problems with it.   In my eyes, and in many of the complaints I have read, Tivo is the service to be blamed for not upgrading their equipment.

I have ordered signal attenuators to try and resolve the problem.  However, from what I read, this may not be the remedy to the problem.  

I am also highly considering canceling my lifetime subscriptions to Tivo (I am within 30 days of signup) as it makes no sense to me to commit to a brand that cannot play nice with my television content provider.  I may have to even return both these Tivo HD units and go with the Verizon DVR.

And what happens if and when Tivo does wake up and fix their HD units?  Will they offer free swaps to those of us out of warranty?  I would hope the company would do the right thing and do that.

I am also hoping that by posting this message on the Tivo forum that someone from the Tivo company with any sort of influence will take this complaint to heart and begin upgrading their units.   It's unfortunate that I see no links to email company executives or even a customer service agent.  Email goes a lot further than complaining to tech support, who acted as if they never heard of this problem before.

If you don't believe that the problems related to Fios and Tivo isn't larger than life, then you should do a Google search on the issue.  You can also start here as well...

http://www.tivocommunity.com/tivo-vb/showthread.php?t=375011&highlight=specifica

Please be reminded this is not a fix for all, as you will find by reading many of the posted comments.

Anyone that can assist me in getting this information out Tivo executives, it would be greatly appreciated.  I am going to continue to pressure Tivo to do something about this problem, and if and when they do, to take care of those of us that may no longer be under warranty and are stuck with DVRs that cannot play nice with the Fios service.

There is a link at the bottom of this page (Contact us) that provides both phone and snail mail information for contacting TiVo.

Here is the snail mail and phone information:

Corporate Headquarters

2160 Gold Street
P.O. Box 2160
Alviso, CA 95002-2160
Phone: (408) 519-9100
Fax: (408) 519-5330

I think that if you cut and paste your post and mail it to TiVo that the right people will get your message. Being that we are customers just as you are we can't speak for TiVo but usually a respectful, well worded letter goes a long way.

Barry

Thanks so much for this information.

A snail mail has been sent to the CEO of the company as well as the SVP of Consumer Distribution.

Hopefully this should help bring the Fios problem to the front burner so that those of us that have spent a great deal of money on equipment are not going to be left out in the cold.

I noticed this too!  I thought it was just a temporary glitch with Fios. So, basically, it's a TiVo issue? 

TiVo & I are NOT having a good day together today.

Wow!  I had no idea.  I totally noticed this.  Again, I thought it was just Fios working itself out as it's only been here for about a year.

Please keep us up-to-date.

Thanks!

It's not clear if it is TiVo's problem, Verizon's problem, or both.  I tend to notice it with channels on lower QAM frequencies.  If you have not, you should call support and report the issue.  If you're concerned enough, please do write a letter.  I have expressed my own displeasure with the length of time the issue has been outstanding -- tuning a cable channel is pretty fundamental.

This is a tough call as far as whom the blame goes to, but I still hold fast in placing most of the blame in Tivo's hands.

Tivo has known about the problems with Fios for quite some time.  Many Tivo owners feel that Tivo has been shoving the Fios problem under the carpet for a few years now.  What they should have been doing instead is modifying their players to be able to handle the signal that Fios puts out.

Fios is certainly partly to blame for not taking care of their Tivo customers, but I can certainly understand it when Fios customer service tells me that they can't troubleshoot equipment that does not belong to them.  For the most part, everything that Fios has put in my home works as it should.  Had I chosen to use their equipment I would not be having these problems.  If I put someone else's equipment (aka Tivo) into the works then why should Verizon be responsible for it not working properly?

As I think I stated above, I have already submitted snail mail letters to both the CEO and VP of Product Distribution for Tivo.  It was a pointed but yet polite letter chastising the company for not paying enough attention to the complaints they had received from Fios customers over the years.  I also interjected my own fears of purchasing $1200 worth of Tivo equipment and lifetime services that I may soon not be able to get a refund on if I cannot figure out a way to reduce the pixelation problems.

I have signal attenuators due to arrive on Tuesday.  Some are saying these will fix the problem, others say it will not.  All I can do to try and fix the problem long-term is to start making noise to the Tivo execs as I don't expect they even read their own forums.

What's the word?  Did you get a chance to try the attenuators?  I am in the same situation.  I was about to order the attenuators that are first mentioned in the thread that you linked to above.  The additional $9 for postage brings it to about $20 which sounds a bit high for what can probably be bought from RadioShack for under $5. 

Or, you can call Verizon and complain about the service.  They have attenuators on the trucks and the Verizon techs have a service bulletin describing the attenuation fix and what numbers to look for on their sunrise scope.  When they're done, ask them to leave a few behind of various values, just in case you have to do some tweaking later on.

The current situation is this...

I ordered the mixed bag of attenuators from SmartHome.  It is a somewhat pricey option but I felt that I should have them on hand.   For the moment, I did not end up needing them.

I convinced Verizon to come back to my home.  Actually, I threatened that if they didn't I would cancel my service.  That generally works best.

I have a very old Verizon box outside my house that was the original model that the company used for Fios.  I had Fios Internet installed three years ago.

The Verizon tech suggested I have the latest box put in outside my home.  He felt that the new box provides slightly less signal strength output.  We tried that option, and thus far, the pixelation is gone.  Now mind you, the pixelation problems were random so I am still not convinced they are totally gone forever, but I am keeping my fingers crossed that the newly installed connection box will do the trick.  If not, I was given the Verizon tech's personal phone number and he promised the next step would involve playing with the attenuators.

This still does not get Tivo off the hook.  They have known about this problem for too long and have done nothing to modify their units in the process.

Pixelation returned.

I threw a 10db attenuator at the connection between the cable and Tivo.

It stopped the pixelation immediately.  Not certain if long term this will prevent more from returning and/or if it has affected the quality of other channels.

I empathize with your situation. I have a new Tivo HD and Verizon FIOS. When I watch recordings from HD channels, audio lags behind video. Recordings from regular stations play back just fine. I'm not sure if this issue is caused by Verizon or Tivo.

Having said all of that, I don't have much sympathy for Verizon.  I believe more of the burden lies with Verizon to be compatible with it's competitors in the DVR/PVR business. When I set up my first Tivo with them, they basically threw up their hands when the tech discovered I was using Tivo. He even said Verizon doesn't support the use of Tivo's.

When I watch recordings from HD channels, audio lags behind video.

It would help if you described your setup -- what equipment you're using and how it's wired -- and gave us an example of a show/channel/time with which you experience this. 

Everyone who sees the tv guide & features love it.? However, since last having a Tivo DVR, something has changed.? They just don't seem to care much anymore.? They were at the top of their game a few years ago, I think.? Now, with the competition, it's like they can't do anything about it or choose not to do anything about it.

I'll say this...Verizon's channel guide is the worst piece of garbage I've ever had to use!? I'm semi-intelligent and I still can't figure out when a show starts unless it's at the top of the hour or bottom.? I'm thinking a show starts at 10:15 but, based on the way their guide is being presented, the show could start at 10:05.?

Again, WAY bigger world problems but this is my distratction.

Best of luck with your issues.? I'm sure we'll both be having more!  

I know I can't get ANY sound on Music Choice.

The first Netflix I had downloaded to the DVR ws "Supersize Me."? Picture was fine but no sound.

I'm using HDMI cable to connect.? I know it's all set up fine.

I was told that the DVR network adapter may be causing "electromagnetic" problems.? I have no idea.

As soon as I get the new box, I'm rearranging.? There was def. a hardware/drive issue as things weren't being taped because I scheduled them via "Desktop Plus" and I don't even have "Desktop Plus."

I'm a beaten man when it comes to Tivo.

To have to get a lawyer to explain their warranty and the word "conparable" was ridculous.? But I did.? I'm stubborn like that.? I'll do it again.?

I still don't get how they wanted to give me an older, yes, refurbished model, and expect me to be okay with that.? This was less than 2 months old.? They state, in their warranty?"....or comparable."? I was told, by a lawyer, that comparable is equal.? Then give me a 2 month old Tivo, not a ten or year old one!?

They said, if you're out and you get a bad meal, unless you request otherwise, you should get the "comparable" or equal to dinner.? Meaning, the same one.? Not one that has been sitting around and was "broke" but now went bad.

I'm not playing anymore.? I even offerered to upgrade to the HD XL DVR if they would just transfer the subscription.? Nope!?

We'll see.? Thanks for writing.