Forum Discussion

cwatty's avatar
cwatty
Tuning in
22 days ago

Returning equipment with a different Serial Number.

Due to recently taking a new contract, I have had one of my TiVo boxes removed from my account to keep my price at the same amount I’ve been paying the last two years. I have received an email telling me I need to return one of the boxes with a specific serial number. Today I have received a box and instructions on how to return the requested box.

However when I have checked both of my TiVo Boxes to try and identify which of the boxes I need to return, neither one of them has the serial number matching the email. So how should I proceed?

I have noticed only one of the TiVo boxes is functioning when turned on with one of them displaying “Account Error CS1011”. Is that the one I’m supposed to return?

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Which actual TV boxes do you have?   It's possible that you have a V6 and a tivo box.

    The tivo box shown on the right hand side of the picture below cannot be upgraded to a 360 and should be returned.  Only V6 boxes can be updated to a 360. If you actually have 2 tivo boxes then they both need swapping out for 360 boxes

    The Tivo box is probably the one showing “Account Error CS1011” basically VM's internal systems are either aware that it's the older tivo which won't work with a 360 box, or the systems haven't updated yet to recognise that you now have boxes running the 360 horizon system.

     

  • Hi cwatty 👋.

    Thanks for reaching out to us, sorry to hear you are having issues with some equipment and a serial number return. So that we can help you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina