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mpatherdoc
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TIVO stuck on starting up screen

Since last night I've been experiencing problems with my TIVO. On Friday morning, an automatic update took place and all was well later on except for recordings getting stuck when trying to watch them. Yesterday, the same problem happened with recordings with "3%" being displayed and a blue circle going round when attempting to watch a recording. I was unable to watch recordings. The menu also disappeared resulting in me rebooting the TIVO. I was able to watch programmes but not recordings. Today, however, when switchng on the TIVO, despite the 2 green lights being displayed on the left, only a blank screen appeared when I switched on the TV. I rebooted and was able to get the TIVO to work for a short time. I paused what I was watching for a couple of minutes but was unable to get it to work since trying to unpause. I rebooted, unplugged etc several times and have been stuck at the "starting up" screen with 3 solid green lights on the left and 2 solid red and a blue light on the right. I called 150 to be advised that a technician would have to come out to investigate the problem. Until then, I have no TV. This is not acceptable. Why can the fault not be rectified remotely? Will I receive refund for all the days of not having television access?

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Superuser
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Re: TIVO stuck on starting up screen

There are no current updates rolling out for the Tivo, it sounds like your hard drive is failing, if you call up once the problem is fixed you get a refund for exch day you were without service minus the 1st 24 hours, it will only be a pound or so a day depending on your package






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Re: TIVO stuck on starting up screen

Hi, Mpatherdoc.

 

I'm sorry to hear that you are experiencing TV issues. Were you able to use your service smoothly since your post? When is your scheduled appointment?

 

Yes, we do give adjustment for the days you loss the service. To tell  you more about loss of service credit guidelines.

 

If you want to discuss this, feel free to reach us. We now have customer service via text messaging. Just drop us a text on 0753 305 1809 and an account specialist will help you on adjusting the bill.

 

We appreciate your patience and understanding.

 

Thank you,

Anna_B

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mpatherdoc
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Re: TIVO stuck on starting up screen

Hi Anna_B,

Since my forum posting, the 2 green lights on the left came on (yesterday morning) and allowed me to watch BBC1 only. I could not access the menu and I was unable to access other channels using the remote. When I tried to do this, the message on the screen said "there is a problem with the signal on this channel........" with further advice to call 150. I was unable to put the machine into standby mode using the remote, the 2 green lights on the left remained on. It then did its own thing with all lights coming on - 3 green on the left and 2 red and a blue on the right.  It remains like that now. The technician is coming on Saturday morning as I am working during the week. It would be helpful if the technicians were able to provide a narrower window period of eg. 2 hours rather than half a day. 

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Re: TIVO stuck on starting up screen

We appreciate you are posting your response in detailed.

 

Our technician are experienced and well trained to make sure issue will be resolved. They'll make sure that your issue will be fixed. They usually give advises to our customers to prevent things from happening.

 

Thank you for your feedback in regards with the window period for our technician's appointment. This will be raised. In the mean time, we stick to that window period.

 

Keep us posted.

 

Anna_B

 

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