hard drive has failed, you need a new tivo
I'm sorry to learn about the problem you're experiencing with your TiVo service at the moment, I'd like to arrange for a member of the team to come and take a closer look if you're available?
I've sent you information regarding this in a private message, which you can view by clicking the purple envelope on the top right of this page.
Apologies again for the inconvenience caused
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Thanks for taking the time to get back to me, I've been able to take a look at your account and can see the box is in transit at the moment.
I've sent you tracking information in a private message, I'd love to know how it goes and we'll be here if you need any assistance when it arrives.