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Norette's avatar
Norette
Tuning in
3 months ago

Old TiVo V6 box still showing

I had 2 TiVo V6 boxes but  one of the boxes stopped working on Saturday (green screen of death - hard drive failure). An engineer came yesterday and removed the faulty TiVo V6 box  and replaced it with a new V6 box. He took the faulty box with him. However I noticed that on the home page of both boxes it is still showing the faulty box so it looks  like I actually have 3 V6 boxes. I spoke to an agent today who confirmed that the faulty box is not active and not to worry. I have googled this and it says that if the box is still showing it implies that the faulty box has not been fully deactivated and to contact customer services and advise them which I have done but it is still showing up so obviously still not fully deactivated and removed from my account. Can someone please look into this as I have done everything that has been advised.

 

4 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Norette 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your set-top box replacement. It might take a few days for the system to fully update on your side. 

    Please try fully rebooting both set-top boxes to see if this updates on your side. If you check on your online account and billing, this should also advise of only 1 additional set-top box active on the account for you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • Norette's avatar
      Norette
      Tuning in
      3 months ago

      Hi Carly 

      Thanks for you reply. I should have 2 active V6 boxes, my one and the new V6 box which my son is now using which is the replacement for the faulty one. The agent I spoke to this morning confirmed that my box is active and the new box is active too and the faulty V6  box is showing as inactive.  Please confirm that the inactive faulty V6 box will be removed from my account and will eventually disappear from the home page on the TV boxes and they will just show the active boxes.

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        3 months ago

        To confirm this, we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

        Thanks,
         

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    3 months ago

    Please do not hesitate to contact us if you need any further help :)