- I can't find TiVo for sale anywhere - why is this?
- Is there a warranty on the TiVo recorder?
- I received 'Please call TiVo to activate' or 'TiVo Service Suspended!' message. What should I do?
- What if my DVR develops a fault - will lifetime service transfer?
- What happens if I give away or sell my DVR?
- I have TiVo Lifetime Service in the United States - can I transfer to a UK DVR?
- Why was the wrong programme or episode recorded?
- Why was the entire programme missing, not recorded, or deleted early?
- Why is part of the programme missing?
- Why are the programme start/end times incorrect, or cut off?
- A programme was deleted, can I get it back?
- Why are there gaps in the programme schedule data for some channels?
- I'm running out of programme data, what should I do?
- Why is one of my channels missing?
- Why won't the channels change?
- I moved house, changed my name, or have a new telephone number, should I inform TiVo?
- I want to pay by another method, how can I do this?
- I'd rather purchase a lifetime subscription, can I do that?
- I'm having problems with the sound (audio).
- The picture or screen is frozen or stuck, what can I do?
- Phone calls are not completing successfully, what can I do?
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I can't find TiVo for sale anywhere - why is this?
Unfortunately we no longer have any stock of the Thomson Digital Video Recorder. This is because Thomson's contract to supply units for the UK market has come to an end.
Some high street and online electrical retailers may have limited stock but we cannot guarantee availability at any location.
However, the TiVo service is independent of Thomson and is provided directly by TiVo so all current subscriber and any new subscribers who are able to purchase a unit, will continue to receive and be able to activate the TiVo service as they do now.
Customer service and support of the UK base will continue to be provided by Sky.
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Is there a warranty on the TiVo recorder?
Yes. There is a 12 months manufacturer's warranty. If your digital video recorder develops a fault during this time, Thomson will repair or replace any units under warranty. Please contact the TiVo helpline on 08702 418486 for assistance. Thomson will also provide a fee based out-of-warranty repair service. Please contact the TiVo helpline in the first instance for troubleshooting and fault diagnosis. Customers electing to take up the out-of-warranty offer should contact Thomson direct on 08700 900928 for an up-to-date price and further information.
Regarding the subscription, if during the first 30 days of subscribing to TiVo you are dissatisfied, TiVo will offer you a refund on your subscription
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I received 'Please call TiVo to activate' or 'TiVo Service Suspended!' message. What should I do?
If you receive this message, your TiVo Digital Video Recorder (DVR) has been unable to successfully connect to the TiVo Service for several days, or your account status has not been updated. Try one of the suggestions below to resolve the problem:
- Check that your account status is not 'Suspended' or 'Closed' - either
status will prevent successful connection and updates of data
- If you know you have not subscribed to the TiVo service, you should
phone TiVo Customer Services to gain full benefit of using your DVR
- If you've recently subscribed (less than 48 hours ago), you may need
to be patient for a bit longer, as it can sometimes take up to 48 hours
for your subscription to take effect
- If your account has recently been closed, your monthly payment may
have failed (due to an expired credit card, or a problem with a Direct
Debit authorisation)
- If you recently received a replacement DVR under a warranty claim,
you should notify TiVo Customer Services so they can transfer your account
details to the new DVR. Be prepared to supply your new TiVo Service
Number from the System Information screen.
- Check that your DVR has recently made a Daily Call (go to Messages
& Setup > Recorder & Phone Setup > Phone Connection). Review also the
status of the call - it should say 'Succeeded.' See also Phone Call
Troubleshooting. (LINK)
- You can try to Make a Daily Call Now, from the above screen. Wait until the call has Succeeded, then check your account status.
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What if my DVR develops a fault - will lifetime service transfer?
Yes. As long as your DVR is replaced under warranty, or extended warranty, the Product Lifetime Service will transfer to the replacement DVR. The replacement DVR must be of the same make and model number as the original.
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What happens if I give away or sell my DVR?
Lifetime accounts: If you sell or give away your DVR, the Product Lifetime Service goes with it! When selling the DVR, you should sell at a price that takes into account the Product Lifetime Service. You'll need to cancel your current service account, and encourage the new owner to call us to transfer the service to their name; the fee paid for Product Lifetime will be transferred automatically, so the new customer will not be required to pay.
Monthly accounts: Remember to contact Customer Support to cancel your account otherwise you will continued to be billed monthly.
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I have TiVo Lifetime Service in the United States - can I transfer to a UK DVR?
No. Product Lifetime Service can only be transferred to DVRs of the same make and model. Also, the subscriber management systems for UK and US markets are maintained separately, so there is no way to transfer the service.
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Why was the wrong programme or episode recorded?
You may find that the programme information for a particular recording does not match the actual programme that was recorded. This could be the result of one of the following:
- The channel made a late programming change which caused
the DVR's Programme Guide Data to be incorrect
- There was a channel changing problem on the digital terrestrial, cable or satellite box
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Why was the entire programme missing, not recorded, or deleted early?
Using View Recording History
The To Do List has an option to "View Recording History" which displays a list of programmes that either have not been recorded, will not be recorded or have been deleted along with the reason. For example, a reason could be that the show was deleted by a member of the household, was deleted to make room for other scheduled recordings, or was not recorded due to a conflict.
A programme that was never scheduled to record will not appear in "View Recording History." For example, if you have a "First Run Only" season pass to Buffy the Vampire Slayer and a repeat is airing, the programme will not be recorded and will not be displayed in View Recording History.
Managing Conflicts
The DVR informs you of any recording conflicts at the time you select a programme to record. If you encounter a conflict, the DVR notifies you so that you can decide how to resolve the conflict.
If a channel changes their schedule after you have scheduled a recording and the new time causes a conflict, the DVR will record whichever programme has the highest priority. You will not be notified of this conflict. You can set the priority of Season Passes, auto-recording WishLists, and repeating manual recordings using the Season Pass Manager.
Overtime Conflicts
The Overtime Scheduler may create recording conflicts. For example, if one of your favourite programmes tends to end one minute after the scheduled end time (8:31 instead of 8:30), you could use the Overtime Scheduler to end all of your Season Pass recordings of that programme one minute late. However, this will cause a conflict with a program that airs from 8:30 to 9:00. One of the programmes will not be recorded, even if there is just one minute of overlap between the two.
If the Overtime Scheduler is causing conflicts between two back to back recordings, you may wish to change the start and stop times back to "On Time" or set up a manual recording for the second programme.
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Why is part of the programme missing?
The video signal was lost during the recording. This is caused by a fault with your broadcast source into the DVR (e.g. the aerial or your cable, digital terrestrial, or satellite set-top box). Alternatively, someone may have changed the channel during the programme, which stopped the recording.
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Why are the programme start/end times incorrect, or cut off?
Some networks begin their programmes slightly before or end them slightly after the scheduled time slot. If this happens repeatedly for a particular show, you can use the Overtime Scheduler to add a few minutes to the beginning or end of the programme.
1. Highlight the programme name in the To Do List, Season Pass Manager or WishLists, or use Search by Title.
2. Use the RIGHT arrow to select Options or Change Recording Options.
3. If the beginning of a show is usually cut off, extend the Start Recording time. If the end of a show is usually cut off, extend the Stop Recording time.
Warning: Use of the Overtime Scheduler can create conflicts that will cause shows not to be recorded (see above).
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A programme was deleted, can I get it back?
Unfortunately, there is no way to bring back a programme that has been deleted. Here are a few tips for avoiding future accidental deletions:
- Pay attention to conflicts; don't approve a conflict
that says it will delete a programme sooner than planned if you still
want the programme
- You may have too many Season Passes. The DVR tries
to accommodate all your Season Pass requests, and may occasionally save
programmes for as little as one day in order to do so. Try deleting
some of your Season Passes.
- TiVo Suggestions are the first programmes to be deleted
to make room for other programmes. If you want to retain your recorded
TiVo Suggestions for a longer period of time highlight the programme
on the "TiVo Central", "Now Playing" screen, and press the RIGHT arrow.
Select "Save until..." from the menu.
- For a programme that you wish to save longer, select
the programme from the Now Playing list, press the right arrow, then
arrow down to "Save until..." where you can select an extra day (Save
Longer) as many times as you like, or choose "Save Until I Delete"
- If you want, you can archive recordings to a VCR tape.
- NOTE: there is no way to 'protect' a recording from being deleted by another person!
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Why are there gaps in the programme schedule data for some channels?
For example, some channels are missing some schedule information (usually short periods, about 24 hours), but other data is in place, even on the same channel, perhaps on a later date. Follow these steps to try to solve the problem:
- Check that your Daily Calls are being made successfully
by the DVR (see also Phone Call Troubleshooting)
- Try restarting the DVR (from Messages & Setup, select
System Reset, then Restart the Recorder)
- Make a Daily Call now, wait until the call status is
'Succeeded', and then check the schedule again
- Repeat Guided Setup (from Messages & Setup, System Reset, then Repeat Guided Setup). Select your postcode prefix and TV provider from scratch. This will not delete your Season Passes
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I'm running out of programme data, what should I do?
Try the following steps:
- Make a Daily Call now. Go to Messages & Setup, Recorder
& Phone Setup, then Phone Connection. Select Make Daily Call Now. Wait
until the Call Status on this screen shows 'Succeeded' then check that
the data is available.
- Check that your Account Status is either 'Lifetime' or 'In Good Standing' If not, you should contact TiVo Customer Services on 08702 41 84 86 to subscribe or resolve any account issues. (Account Status is displayed in Messages & Setup > System Information.)
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Why is one of my channels missing?
If you cannot find a channel in the program guide, check for it on the Channels you Receive screen. (Press TiVo on your remote control, then highlight Messages & Setup and press SELECT, then My Preferences; then Customise Channels; then Channels you Receive.) Make sure this channel is ticked on.
If the channels are still missing, view the TiVo Live Guide and press the ENTER/JUMP button on your remote to display Guide Options. Make sure that the guide options are set to "Channels You Receive" and that filtering is turned off. (Filtering may display a subset of the channels you receive.)
If channels in the program guide have the numbers or names, or programme titles are incorrect, or you have completed the steps above and channels are still missing from the program guide, please report the issue to TiVo Customer Services by calling 08702 41 84 86. The investigation process may take approximately five to seven business days to be completed.
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Why won't the channels change?
There are lots of reasons why channels could not (or stop) changing. Try the following troubleshooting steps to resolve the problem:
- Check all the connections to the DVR (aerial lead,
SCARTs, IR blaster - if used)
- Try restarting the DVR (Messages & Setup > System Reset
> Restart the Recorder)
- Check that your TiVo remote control is working (a strong
red light flashes on the remote control when it is working, and TiVo
displays the key presses on screen)
- Ensure that no bright lights or glass cases are causing light interference, preventing the IR signal
- Make sure that the set-top box is switched on
- Try changing channels on the set-top box using its
own remote control
- Try restarting the set-top box
- If you're using an IR blaster, check that the it is
positioned correctly to the set-top box (see Figure 1 below)
- Check the IR control code you have selected, or try
a different code (Messages & Setup > Recorder & Phone Setup > Set-Top
Box Control). For assistance selecting the best code, see the IR
Compatibility Matrix.
- Try a different speed for the code you are using (slow,
medium, or fast)
- Try other options in the Set-Top Box Control process
(e.g. using the Enter key, no leading zeroes, etc.)
- In some cases, it helps to build an 'IR Tent' which
blocks out all other possible signals to the set-top box, therefore
isolating the signal from the IR blaster. Use Figure 2 below for guidance
building an IR tent. Be sure not to cover up TiVo's IR receiver window!
I moved house, changed my name, or have a new telephone number, should I inform TiVo?
Yes, please call us to update your account details on 08702 41 84 86.
I want to pay by another method, how can I do this?
You can pay your monthly subscription by either credit card or Direct Debit. You can change your method of payment at any time. Simply phone us on 08702 41 84 86 to update your payment details.
I'd rather purchase a lifetime subscription, can I do that?
Yes! You can upgrade from a monthly subscription to lifetime at any time. You can make the one-off payment by credit card or debit card. You will be required to pay the full price of Lifetime service, however. No discounts are available for subscribers who have been paying monthly. However, if during your first month of subscribing, you wish to change to Lifetime, we can refund your first month's payment.
I'm having problems with the sound (audio).
The following are some basic suggestions for improving sound quality or resolving sound problems.- Check that the volume is turned up on your television
- Check that your TiVo remote control is working
(you should note a strong red flashing signal on the remote)
- Check that SCART leads, aerial lead(s), and other
connections are properly made with each device (your DVR, TV, VCR,
set-top box, etc.)
- If you have speakers or a hi-fi connected to your
DVR, make sure the connections are properly made, and that the volume
is turned up
- Try restarting the DVR (go to Messages & Setup
> System Reset > Restart Recorder)
- Try restarting your cable, Freeview, or satellite
set-top box, if you have one
- Try a different channel, or test a different recorded
programme to see if the problem still exists
- Have any recent changes been made to the way in which your equipment is connected? (e.g. any new equipment, or the equipment was moved to a different room?) If you change back to the previous configuration, does the problem go away? Or, check connections of leads.
The picture or screen is frozen or stuck, what can I do?
The following are basic suggestions for resolving some picture (video) problems. These suggestions may not address the particular symptom you are experiencing.- Check that your TiVo remote control is working
(you should note a strong red flashing signal on the remote)
- Check that SCART leads, aerial lead(s), and other
connections are properly made with each device (your DVR, TV, VCR,
set-top box, etc.)
- Try changing channels; the problem might be with
a particular channel. Try changing channels using your cable, Freeview,
or satellite remote or set-top box (if you have one)
- Try restarting the DVR (go to Messages & Setup
> System Reset > Restart Recorder)
- Try restarting your cable, Freeview, or satellite
set-top box, if you have one
- Connect your aerial or your set-top box directly
to your TV (instead of passing the signal through the DVR) to see
if the problem still exists - it might be a problem with your broadcast
signal, not the DVR
- Have any recent changes been made to the way in which your equipment is connected? (e.g. any new equipment, or the equipment was moved to a different room?) If you change back to the previous configuration, does the problem go away? Or, check connections of leads.
Phone calls are not completing successfully, what can I do?
The following are basic suggestions for resolving some phone connection problems. These suggestions may not address the particular symptom you are experiencing.- Is your DVR connected to a residential phone line?
(If it's a business line, ensure that the line is analogue, not
a Digital PBX system, as the voltage in these lines can damage the
DVR's modem.) Contact your telephone service provider if you are.
Digital lines for residential use are ok.
- Check that the telephone lead is securely connected
between the DVR and an active wall socket
- If you are required to use a special prefix to
make a call from that phone line (such as 9 or 52), add this to
the PREFIX (Messages & Setup > Recorder & Phone Setup > Phone Connection
> Change Dialling Options
- Test the wall socket: try a normal telephone connected
to the same socket. Make sure you can hear a dial tone (and that
it is a 'normal' dial tone)
- If a telephone lead splitter is used, try connecting
the Recorder directly to the wall socket (without the splitter)
- Ensure no other devices are used (wireless phone
socket, auto-dialers used to reduce the rate of telephone calls,
caller id boxes, etc.) between the Recorder and the wall socket
- Try another telephone lead (either from a computer
modem, or one from an answer phone or cordless phone)
- Try switching OFF Dial Tone Detection (This will
help if you have a low volume or non-standard dial tone.) NB: by
leaving this OFF, the Recorder may try to make calls when the phone
line is in use.
- Try switching OFF Phone Availability Detection
(This will help if you have a low volume or non-standard dial tone.)
NB: by leaving this OFF, the Recorder may try to make calls when
the phone line is in use.
- Make a Test Call to simply test the modem & connections
- If you have a fax machine, caller id box, or answer
phone connected to the same line elsewhere in the house, try removing
these. They may be drawing too much voltage, which could interfere
with Phone Availability Detection.
- Try using a shorter telephone lead. (One used for
a modem/PC, or an answer phone or cordless phone; these can also
be purchased at electronics shops for approximately £10.)
- Make sure you are using the appropriate PULSE/TONE
setting (most people should use TONE)
- Make a test call and listen in on the call for
the connection sounds. See below.
- Try testing your DVR on a different telephone line (a second line in your house, or even a neighbour's line)
- Check that the volume is turned up on your television
