Approx fortnight ago got the green screen from my TiVo box (see image). Took approx 12hrs to resolve and come back online. Box has since gone down a further 2 times in the last fortnight since this screen with different error codes (either needing a restart which takes 1-2hrs to come back online, or channels not loading/offline when they’re not).
Engineer booked to come originally after green screen but cancelled on the day as a few other houses nearby me had a similar issue and put down to a local outage (even though I’d checked the status page which said no faults). Engineer advised they would put a note on my account that if any further issues to issue a new box.
First thing I always check on all 3 occasions is the status checker and no faults reported in my area. Calls with customer service and tech team have not resolved as because the box comes back online and no faults showing at their end, can’t send an engineer. Also the note that was to go on my account for a replacement box didn’t go on. Feels like a general reluctance from customer service and tech to replace the box.
Pre-recorded programmes are freezing during play back - for minutes at a time, missing chunks out of programmes. Box has need reset 3 times in a fortnight and takes hours to come back online and generally slow to boot up day to day. Was advised to reboot internet and TiVo at same time as potential broadband issue (my broadband is perfect) but no better.
Reading online, the green screen suggests a replacement TiVo box is required. I’d happily pay for a replacement box, I just need this issue resolved. Pay a lot of money and loyal customer who just wants to receive the service they pay for.
Any help to resolve is appreciated - I’m at a loss.
This green screen error message means your TiVo's hard drive has failed, and the box will need replacing. As you've discovered, even on the rare occasion it recovers once, another failure and/or further problems are only a matter of time.
If you were clear with the faults agent about the nature of this error, the correct answer every time should be either a tech visit to replace your box, or a straight replacement. There's reasons why a tech visit can be required, but they're related to the return of the faulty kit and nothing to do with the existing one being repairable.
On this occasion, you've done all the right things and seem to be getting the C/S runaround so I'll escalate this post to forum staff to pick up. That way, you should get a response quicker than you would otherwise do.
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