Posted by Bill
Everyone time I raise an issue, I'm told I'm wrong.
I've worked in I.T. for almost 20 years and I've done TV repair so I'm not your average customer. When I've actually gotten a decent support person, who looked and literally said "Wow. you've already tried everything I would suggest". Yet, I'm wrong that there are issues.
My current problem is a change was made to my channel line up; I just need to delete and re-scan the channels. My wife just re-scanned so we now have duplicates. It an easy to fix solution that's happened many times over the 5 years that I've had my Premiere. Unfortunately, over that time there's been a bug on the channel scan screen where after hitting thumbs down three times when you go to hit enter, it will go to the previous screen. Historically this has existed on both the channel scan and the delete scan menus. This time, its only on the delete.
After support tried blaming things like my network connection -- my internet connection has NOTHING to do with having a change in my cable line-up and needing to rescan plus their suggestion of turning off my TiVo, Cable Modem, and Router and then turning them on one a time would have disconnected my chat session AND would have taken over an hour.
Their next suggestion was to repeat guided setup; we did that and contrary to their claim that it would scan for new channels, it never scanned for new channels. I'll back that suggestion in that I thought repeating guided setup would re-scan channels (was it changed in a recent update?). Still the idea that you would need to re-do a guided setup -- to reconfigure you network, re-tell the TiVo what cable service you have, pick out the right service package, etc which requires multiple connections to the TiVo service that run SLOW and wastes an hour just to re-scan. You have a menu option to re-scan -- of course the support person argued that those menus didn't exist and guided setup was the only way to do what I needed. I guess the jokes on him sense it didn't even do what he wanted.
Today I was told that going to the previous menu is the expected behavior. That's not how its worked for five years. It also doesn't delete the channels. So to say there's no issue and it works as expected means that they don't expect it to actually work.
I was down close to three weeks last month and I've been down a week this month. I think its just time for TiVo to go.