Forum Discussion

stings27's avatar
stings27
Tuning in
2 months ago

TiVo problem.

Hi all. 
reading through these posts it seems like I have a common problem. 
my mum (87) received a message on her tv saying she needed to upgrade and no cost with a phone number to ring. ( she can no longer access bbc iplayer) 

  • I went online last week and was told a new tv360 box would be sent. After waiting a week… nothing. 
    I’ve been back in touch only to be told I was given wrong information and my mum would need broadband. I explained my mum was 87 and she doesn’t need broadband and there’s nothing more they could do for her. Pathetic. 
    My mum only has landline and tv and it seems VM are not interested in this kind of customer even tho she’s described as a “ much valued customer “. 
    looks like she is going to have to pursue another company to provide her needs. 

4 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Firstly she doesn’t need to upgrade. The main driver is the loss of  BBC iPlayer on the old TiVo.  If you can get this another way, there is no need to “upgrade” if the is happy with everything else.

    The 360 will not work without a Hub being installed, but this will be for the 360 only and will not be Broadband for the house, so to speak. 

    So those are the options AFAIK.  

  • japitts's avatar
    japitts
    Very Insightful Person
    2 months ago

    By means of background.. the legacy TiVo which your Mum had, is quite an old TV box - some would say ancient by current standards, hence the various streaming apps have all but been removed.

    The flip-side is that the newer, more capable, TV boxes - need an internet connection in order to access the online-functions such as streaming & OnDemand. The legacy TiVo had this in-built, but newer ones don't. In some cases VM have offered to install a basic broadband connection for the TV box to use, at no cost - I'm not sure what the criteria are, for this.

    The thousand dollar question for your Mum is, what channels she watches. If she only uses the free-to-air channels, then she may ultimately be better off with a Freeview setup and separate recorder. If she uses any of the pay-channels, then Freeview won't suit this.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi stings27, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there has been some confusion caused. As mentioned by the community, the TiVo is quite an old box and isn't one we're supporting so your mum will find more and more of the features will stop working. This includes apps that are on the TiVo. 

    She'll need to upgrade to one of our newer boxes and as per the email, we are offering free upgrades to a 360 box to eligible customers. We're not able to process these orders though and you should follow the instructions in the email.

    As the 360 box would need a broadband connection, your mum will need to have a hub installed in order for the new box to work. The team can arrange this for her at the same time as processing the box upgrade.

    Many thanks, 

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    25 days ago

    If she's happy as it is, stay as you are. No need to do anything.