TiVo Customer Service

I sent 2 requests for support detailing an issue that I have. The responses I received showed that they had not read my support request, as they pointed me at their website with a solution that I had written in my description was not working. They ten closed the case before I had a chance to respond.

I had 4 tickets closed with NO resolution or explanation by Tivo within 3 months requesting the same issue to be resolved regarding my BOLT OTA reception. TV reception is fine. I can switch back & forth from TIVO (reception fails) to TV (reception is fine). TIVO used to be just fine but has slowly gotten worse & worse. The term is called "blocking". I also call TIVO's customer service "customer service blocking". The last ticket closed was one I finally agreed to pay for a replacement, after six days of waiting with no replacement arriving, I asked for an update & again, they just closed the ticket. I called & they said they "system maintenance" caused the ticket to close!? Yeah right...

Total Rip Off. Poor quality equipment, that you have to buy and then pay for their service. The device works less than half the time and Customer Service is a joke.

Was surprised after having a new Edge for 8 months and trouble shooting the unit to discover a bad DVR. Yes it is under warranty (PRO RATED). well paid my $49.00. Big note they drag you out to take care of you, you ship the unit and for your $49.00 they do give you a return shipping label and take there sweet time with no conversation of them shipping a new unit before they get the old unit back. Ug! No choice! There unit there rules. Looking forward to new DVR choices in the future. The support person done a great job in helping me find the problem.

The Tivo Edge is absolutely garbage, this think is such a hunk of crap that it cannot even pick up the signal from the HD Antenna, that comes in crystal clear on my TV. Customer services sucks even more than the Tivio plastic turd itself. The Virtual Assistant is just worthless. I will be contacting these Jackasses to return this plastic Turd and get my money back! Don't waste your money on this RUBBISH!

It is February. We have purchased a smart TV and no longer want TIVO. I called to cancel our plan and was told that, since we signed up for another year, we are to pay $99.99 a month (effectively the total for 2022 = $1,100.00) for no service. It is probably not a ripoff since I did not "read the small print" but it is a ripoff nevertheless

I activated a new TiVo Mini VOX. When I tried to connect it with my TiVo Bolt, I received a message stating I would need to update the operating system on the Bolt to proceed. The message offered a second option to "downgrade" the Mini.

I thought the upgrade would enhance the value and experience so I chose that option. However, now whenever I start to watch a recorded show I am forced to watch a commercial!!! This is unethical if not illegal. I paid TiVo for the equipment and the service. Never before did they add commercials.

The kicker is they do not allow a "downgrade" once you upgrade. I am super pissed. And anyone thinking of subscribing to TiVo should look for different options.

In 1992 I purchase the first Tivo available on the market and then paid an additional $100 for the lifetime warrantee. That puppy died in 2003/04 and I purchased a Premiere XL unit. After a telephone discussion with a Tivo Representative, I was able to purchase another lifetime warrantee on the unit for an additional $100. It's now Feb. 2021 and the second unit has failed and the HORROR Story begins.
1) After talking to a Philippine Service Technician, #3 as the first two's English could not be understood, my two options were to purchase a new unit or sent the old unit to their suggested repair site. Phone #s are 888-932-5633 or 310-842-4700. The website given is https://www.weaknees.com. The website is very useful BUT state's they are NOT an accredited Tivo service repair station. I called the Tivo service # back, got the same Philippine service and was told this was the only number available for Tivo repair services and that NO ACCREDITED TIVO SERVICE REPAIR STATION EXISTS.
2) Enquired into purchasing an new EDGE unit. $399.99. How much is the life time service agreement? $549.99 and the unit CAN NOT BE OPERATED WITHOUT THE service agreement. What's in the service agreement? Not much! Tell them what cable service or area you're in for antenna and you get two weeks of programing. Great, except the programing isn't always correct and there isn't anyone to call to fix it. $950.00 total and no support. Plus, after reading customer reviews, this unit may or may not work with my cable company's card converter. This allows the Tivo Unit to process the channels you've purchased from your cable company. NOTE: I called Cox Communications and they stated that not all Tivo Equipment is compatible with their card converter hardware. When asking Tivo which units are and are not compatible, Tivo (Philippine Service Technician) stated that is a Cable Company Issue, not a Tivo issue. So if you subscribe to Cox, Mediacom, Optimum, Spectrum, Suddenlink or Xfinity - Beware.
3) I called Tivo's Corp Office in Northern California 408-519-9100. No one answers the phone AND after 3 weeks of leaving a message every day, no one has called back. I have a few simple questions and Tivo's current Support Systems can't/ or hasn't provided answers.
A) Is there any Tivo Supported and Recognized Repair Organization in the United States?
B) Where can I read Tivo's warrantee information for the equipment I am looking to purchase?
C) Where can I read Tivo's Lifetime Service Agreement that states the services I will be receiving?
D) Will the Cox Cable Card Converter support the Tivo equipment I would be purchasing?
4) After reading about 60 reviews I have gone online to look at other DVR manufacturers. Type in "Tivo Competitors" or "What is the best alternative to TiVo" on your search engine. There are many alternatives for recording and streaming. What about your channel listings? Your cable provider call keep you up to date and some of the devices can be programed, just like Tivo, to record the same channel and the same date and time until you stop it. Maybe an inconvenience, but $650.00 cheaper. And most of these companies have an IN U.S. technical support program.
5) Bottom line for me..........Tivo's history - to expensive - no support - reviews show high equipment failures - and not always compatible or offing a continuing compatibility with your cable company. Not mentioning how do you get the channel lineup and recording times corrected from Tivo???

Well, where do I begin? I have Tivo Roamio OTA and Tivo Mini from 5 years ago. I recently updated to the new interface. Since then Netflix App freezes on the Tivo Mini.

I chatted with customer support, they told me I have to buy a new Tivo Mini. I don't understand why I should buy a new one since Tivo broke mine with the new interface.

I called customer support TWICE. After pressing bunch of numbers and waiting, then the connection is so bad that you can't hear anything and you need to hand up. I asked the guy to call me back at my number hoping having a better connection. He said he will but it's been two hours and no call back..

I think that their was helping customers. The bad connection makes you forget about your real problem.

You know when a company is going down by contacting their customer support. Promise Tivo won't last more than a year.

I simply can't hear them on the phone. It sounds like the phone is under a big pillow. The agent is not friendly. Not willing to help. Not willing to let me talk to someone else etc. I tried the CHAT and it was just as worthless.

Customer Support absulutely sucks. FIlipina women reading off of tv screens is NOT cusomer servics

After one hour with tech support Tivo wants $250 to replace my Tivo under warranty and then refuses to let me speak with a supervisor!

TiVo's call center technical assistance continues to disappoint & reinforce my decision to go with a Cable provided DVR.
I spoke with Ezra at the Philippines Call Center - he was pleasant and somewhat helpful as I attempted to get my TiVo HD back online. I started the process of Guided Set-Up and he said that a hot spot Internet connection would work as Internet connection. I just wanted to watch my shows that were saved on my old HD model.
I started the process, then got hung up on the last step, I think it was getting program information...I called back spoke to a woman and she said "Hot Spot will not work with my TiVo" I told it was working, she said no it won't. I then ask her how familiar she was with the older TiVo models....she said she was. I asked to speak to a supervisor she insisted three times that - that was not needed. I insisted a fourth time and she said she would connect me. She then hung up on me. Great service.
I called back, got Ezra again, agent the first time. He was a little confused over my question...would hot spot work, and I just wanted to watch my saved programs. I then asked to speak to a supervisor again. He put me on hold and after 10 minutes...yes 10 minutes I got supervisor Jeff.
Jeff gave no clear answers and just kept repeating what I was saying to hime, and he said "Hum" a lot. Hum, this, Hum that.
He then told me to look at my TiVo Wireless G USB Network Adapter. He kept asking if the two lights were lite or blinking. I told him there was only only light with two symbols on each side of it. He told me to turn it over and look for another light. I asked him if he was aware of what these look like...there is no light on other side, just an rainbow / upside down smile light that goes from power to the internet connected symbol..handshake symbol I call it. He kept telling me I was not connected. I got so frustrated with his hums, and more hums from him, I hung up.
What kind of service does TiVo offer? The worst. So unless you are a tech smart person I would not recommend TiVo as there is no customer service any longer. There used to be...not it has been unsuccessfully outsourced to another country.
Bummer.

Tivo lately has been consistent about a couple of things! 1) bad customer service, 2)Premiere 4
is a terrible product. I have an Series 2 that I have had for well over a decade, when Tivo was invested in and cared about their product and it still works! But these new Tivo's are not worth the investment.They are not made with the same quality and pride of product like in the past! And the sad part is that they are only made to last for a short period of time. At least that's what the customer service representatives in India etc. say when you speak to them! There are no service centers or anywhere to have them fixed! So 4 years into my Tivo Premiere 4 it recently stopped working with my Spectrum Cable Service! I have had numerous Supervisor's,Techs and I contacted the FCC,because I thought it was my cable,but after thoroughly have everything swapped out and changed and the missing stations,signal errors and pixilation continues on some stations! It seems that somewhere there is a coding or firmware issue and Tivo doesn't have a fix! I will never buy another one after I paid for Lifetime service. I was told by the customer service rep. for Tivo that even the current Tivo's are having issues,especially with Spectrum! There are a lot of complaints on social media about Tivo! I will definitely contact the BBB and ConsumerProtection companies on this product! Disgusting! If an executive from Tivo cares to speak with me I would gladly have a conversation with them!

Absolutely horrible customer service experience. TIVO OTA bought directly off their website was a second hand box and did not work as it had no picture. After an hour of troubleshooting with two technicians I was able to speak to a manager who pretended that they could not hear me. Really? I was able to convince her to send me a replacement for the DOA box that they sent. What an enormous waste of time and energy. TIVO shame on you. Your customer service is abysmal.

Infuriating that technical support and customer service are in the Phillipines during normal business hours. If you ask where they are located, they say they aren't allowed to say. Unacceptable. Connections are awful. Privacy is an issue. I bought my products in the US from a US company and I live here. Customer service/technical support should be here, at least during normal business hours.

Dear TIVO,



I am writing today to express how disappointed I am in deciding to buy a TIVO Roamio OTA.

After only two months of use my Roamio OTA started making a loud fan noise.



At first my customer experience was decent until I learned that my Roamio OTA would not be replaced until the original was received. Most companies issue returns upon getting a notice from the shipping service.



I was further disappointed to learn that I would be receiving a refurbished one versus a new unit. I paid for a brand new unit and a 2 year warranty; shouldn't I get a new unit as a replacement?



Today I received my replacement and it did not include a power supply or a remote. More disappointment.



I called Customer Support and was told that I should not have sent the power cord or the remote back with the defective unit. No one informed me of this.



TIVO return policy clearly states ;Returned Merchandise must include all original components, literature, warranties and packaging in the same salable condition it was received.; That's exactly what I did! But somehow its my fault. Now I have to wait six days to receive a power supply and remote?



If there was a way of returning everything for a full refund I would do it.



I will not recommend TIVO to anyone I know.



With all due respect, I truly regret giving you my hard earned money.



Mike KRUPSKY

TiVO has pissed me off for the last time! I had an older (one of two TiVO's)box that crapped out. The supervisor gave me $25 off the purchase of a new Bolt. I called back to order it and was told that I could only apply it to the 500gb or 1tb models not the Bolt+ I wanted. REALLY? I'm a customer for almost 20 years and that's the best you can do? I wanted to talk to a manager and they told me NO, they don't take phone calls with customers. YOU SUCK!

Horrendous customer service. I placed an order for nearly $1,000 of equipment and paid for overnight shipping. I called the customer support number and was on hold for 15 minutes. Used the 'chat' and wasted 20 minutes with a person who kept asking for my customer information and finally told me that I need to call customer support. Called back and I have not been on hold for an additional 20 minutes. If they care this little about customers in the

Tivo customer service sucks, they are not the same they were a couple of years, they put you on hold for ever and you have to go over 3 different reps and at the end they don't help you.
They are not as good as they were before, even to place orders is a pain.

OTA Roamio, for one month they keep telling me we're working on fixing lineup issues. I can't record on PBS, 6 or more channels are labelled incorrectly, they can't be added to a One Pass recording, only manual recording works for those. Tivo is the worst!!

Somehow Tivo has acquired this image of a high quality company. However, nothing could be further from the truth.

Lets start with basic customer service. When are you most likely to have trouble with your Tivo? When you are watching TV, right? So when do most people watch TV? Evenings. So Tivo shuts down customer service at 6:00 PM on weekdays, and 5:00 PM on weekends. That is worse than the 7:PM they had a few months ago. And if you happen to be on the phone with an agent at 5:45 or so, they will just put you on hold and go away. You are totally screwed and have to call back the next day and start over. That happened to me at least 3 times, even when I called an hour before closing.

I had a particular issue with the pause button not pausing when flipping back and forth between two live games. First they said it was a bug that was fixed in a new version. Although this is something that should have been fixed in version 1.0, not years later. When the bug was still there, the story was that my unit must have been defective and they sent me a refurbished one, but it also had the same problem. Then I said it must be a bug and they opened an incident report. And when I inquired about the bug a few months later they said it was an enhancement. To make the Pause button always pause is an enhancement??

And the so called 'refurbished' unit had a big dent that looked like it had been attacked by a meat cleaver. Another example of poor quality practices.

As I write this I am on hold with Tivo- the voice said the wait time would be 2 minutes. It is now 35 minutes and counting and approaching the cutoff time. It seems as though every time I ask or need something from Tivo I come away disappointed and/or pissed. Satellite TV, here I come.

TIVO REFUND FAILURE - $317.99. Over a month and a half, with repeated communications on many days and waiting for hours on their unresponsive "customer care" line [They honestly DON'T CARE about customers], I secured an RMA approval and returned my UNOPENED TIVO equipment via UPS. UPS confirmed delivery on SEPT 1st. 5 Days later, TIVO said (in writing) that they received the equipment on SEPT 6th (after contacting them several times), and then did nothing about refunding my money $317.99. After more daily attempts at getting a response from them, I got another email from them now saying they received my TIVO on SEPT 23rd! And a refund would be coming. By this stage, I had totally lost confidence in TIVO and contacted American Express customer service, filed a complaint with proof of delivery from UUPS and proof from TIVO that TIVO had received the equipment, and less than 24 hours later, AMEX refunded my money and they will take the matter up directly with TIVO. They simply reversed the AMEX charge and TIVO can do nothing about it. Thank heavens for AMEX which I've been a member of for 34 years and every year has been a 5-Star year. TIVO's head of customer service (and the whole department) should be fired. They don't serve customers at all. Once my other TIVO that I still have dies, I'll never use TIVO again and will recommend that no one else does either.

I found Tivo service to be very bad. Keeps you on hold forever, I believe intntianaly, I never get through. Because of thier service I do not reccomend buying a Tivo.

First they are never open when problems come up - like when I watch TV which is evenings and weekends.

If you do get them in the early evening (they shut down at 7:00) they have this annoying habit of putting you on hold at 6:50 and then just go home leaving you hanging.

And it seems as though every single time I have a problem, no one can correct anything, no one takes ownership, makes me wonder why I bothered. And they have some significant software bugs that must have been there for years, that they just don't do anything about. NOT a premium provider.

We started watching American Odyssey On NBC and got a season pass. Tonight we went to watch the ls recorded episode and were taken to Amazon. Now to watch it Amazon Wants us to PAY to continue to watch. In my opinion this is a typical BATE AND SWITCH SCAM!
I would like to think that TIVO wouldn't be a part of this but I CAN'T HELP BUT BELIEVE TIVO IS !!! If you are SHAME ON YOU! TIVO should be operating with full disclosure and punting a note on all programs that are intending to charge for viewing episode's!

TiVo Sales Support quoted me pricing that could not be honored. However,...

Charles with TiVo Support (tivosupport_charles) contacted me this evening (Oct. 11, 2014) and resolved my problem. Kudos to Charles for reaching out and doing his best to help. Much appreciated. I purchased the Roamio Plus with Lifetime, and I look forward to what I hope will be an excellent product experience. Thanks Charles!

customer service rep (cs) was excellent. i called with a question about why amazon prime wasn't available from a tivo network channel (as is netflix, amazon instant video, hulu plus, etc.). the csr explained that it wasn't currently supported. i would like to see it added as i do not want to pay for videos that i can get for free from another device (like sony blue ray player with wifi or hardwire cat 5 connection). thanks...

I recently purchased an OTA (over-the-air) TiVo DVR model# TCD746500 and signed up for the $15 per month service. I came to a standstill with the installation process so I called customer service figuring I was overlooking something. The CS rep tells me I now need to buy an 'N'type network adapter so that my wifi router can talk to my TiVo. I was furious and told the rep I will be cancelling the service and returning the product to Best Buy. I rudely hung up and was in the process of already arranging a return to Best Buy when the rep calls me back and explains she will send a free network adaptor model# AN0100, no strings attached. This sells on Amazon for $60 and at BB for $90. Do I think TiVo has amazing customer service? I called them like 3 times during the setup process and each time my wait is under 2 mins and I get to speak to a well educated English speaking American. This company wants your business. Also the DVR and service is awesome! I tried a few other DVRs before purchasing a TiVo and this unit just smokes the competition.

I've been a long time TiVo owner, and on the occasion where I had to contact TiVo technical support, I was speaking to a polite US speaking person very quickly and I got the help that I needed.

I got the tivo premiere in July 2011, signed up for the year at 19.99 and didn't have any trouble at all with it. I am a veteran of O.I.F. and had to enter ptsd inpatient treatment for an extended amount of time. I called to try to shut the service off. Normally there is a deactivation fee of around 200 bucks. A friendly representative named Colin was able to talk to a supervisor after I told him of my situation. Colin was able to get my service terminated without any fee. Many thanks to Colin and Tivo for helping me out and making me feel that some companies are willing to go the extra mile for the vets.

I have been Tivo member for 4 years. Now they no long provide a dail service to Canada so that I can up date my Tivo. I have to go wireless, except that I have to purchase a wireless adaptor $60 to $80 but they don't ship to Canada so I can't even buy one. Their recommendation was to purchase one off of E-bay.

They were very understanding when I told them I no choice but to cancel. Tivo is not meant for Canadians anymore. If you are Canadian be worned.

Side note Tivo was an excellent product

I had an annual renewing service plan, and forgot to cancel after the first year. Fortunately the credit card they had on file was inactive so they weren't able to charge me. But my Tivo account showed a $129 balance that I couldn't ignore as it would eventually be turned over to a collection agency. I called customer service (within 30 days) and they cancelled the service and told me the balance due would be credited.

The next day I logged on to my Tivo account and the service was cancelled but the fee remained, so I called them again and was reassured the fee would be credited, and an hour later it was. Both agents I talked to were very friendly and helped in every way they could. I could have been charged early termination fees but it didn't happen. It really was my fault for agreeing to the service and not cancelling before it renewed so it was very good of them to wipe the slate clean.

Generally helpful, knowledgeable; quick phone response

Tivo doesn't tell you that when you upgrade to HD that you can't use picture-in-picture and you lose the ability to download to a VCR.

It's not the fault of the Customer Service people. They are very nice when they tell you (in effect) that by spending more for your service you do get a better picture but lose functionality.

We are supposed to be a paperless company, but TiVo does not allow email. from anyone outside the company, just faxes where there is no predefined order or method to file them. Poor customers!!!!!!!!!