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I had to give one star to submit review but would prefer to give Tivo zero stars. I have owned Tivos since 2003 and been very happy. I never had a problem. Recently my Tivo quit working. I called for tech support and was told Tivo would replace my current defective Tivo for a service fee of $79 and I could transfer my lifetime service for $199. I agreed because I had had nothing but great service for 17 years. Since May I have received 3 replacement Tivo Bolts and spent hours over 4 week on the phone with tech support. One day I was on the phone for 4 hours running diagnostics! Tivo continues to blame my cable company when they have nowhere else to go. My previous Tivo worked just fine in this house, with this tv and cable company. The only thing that changed is the new Tive. Even so, I have made several calls to the cable company and even had a cable tech come to the house and check-out everything.
The current replacement has the same problem: difficulty changing channels, with up to a 5 second delay. I am in no way a tech person but I can now identify and change HDMI cables, move thru the diagnostic pages on the Tivo screen, tell you about SNR, dB and signal strength. I even added splitters and an attenuator (which I learned reduces signal strength) and added a second attenuator because my signal strength was still too high!
In addition, Tivo has forced ads into my recorded programs. When selecting a recorded program one of 3 things occurs: it occasionally goes right to the program, more likely though, a grey screen appears for 3 to 5 seconds and then a commercial for a new Tivo channel, or an additional commercial for a product or service is run before the program starts. These commercials can be skipped but it is not a smooth process. Hitting skip or the FFward button cause the screen to jump around, go black, the small corner screen (upper right) appears and finally the program starts. I am saddened by the changes Tivo has made. I have asked for a refund and will gladly send back the new box but to no avail. I was told I need to try one more box. Bottom line. Do not purchase a Tivo or services. If yours dies, move on to a different company.
Having been a TiVo client for several years, my experiences have been unsatisfactory. Recently one of my TiVo minis malfunctioned - I paid for and was provided a replacement -however both the first and second replacement were faulty. I spent hours on the phone with TiVo technical support. Then my main box, a TiVo Bolt malfunctioned - again hours on the phone with technical support who identified that the Bolt was faulty. I was offered to buy a replacement Bolt, but preferred to upgrade to TiVo Edge which is reputed to be more dependable than the Bolt. I requested a credit for the faulty Bolt or some accommodation on purchasing an Edge but this was denied -I would have to buy the Edge as if a new customer with no credit offered for the Bolt. So after multiple device failures in a two week period, hours on the phone with technical support - all wasted time, the customer service approach was take it or leave it - poor and I will be leaving TiVo.
My Tivo subscription ended and 3/3/20 I re-upped my service on that day. I also removed my old Tivo bolt and replaced in on the same day. I called Tivo billing and had them remove my old Bolt from my account and put the new charges to my new Bolt device. On 3/10/20 I checked my bank charges and saw that Tivo had billed me an additional $149.99. On 3/11/20 The original charge cleared but after speaking to their billing services dept. they assured my I would be refunded the $149.99 after 3-5 days.
Today 3/13/20 I see they charged me AGAIN this time for $160.11. Again I contacted tivo billing to have yet another bogus charge removed. Again they tell me 3-5 days. They charged me 2 additional times for the same service and now I have to wait 3-5 days for the first charge to be removed and another 3-5 days for a second bogus charge to be removed. I would cancel this "service" but I just bought a new Bolt device AND paid for a 1 year subscription, so I would be out that money as well. This will be my last year of Tivo "service". They are quick to charge my account but I have to wait until they are good and ready to maybe refund my money. Heck, they could just charge me again and again and again if they wanted just to tie up my money. They are BS. Do NOT buy their service or their device. They are a rip-off.
TiVo has the worst customer service and they are not honoring their agreement. I Purchased a brand new TiVo edge on October 7. A little over 30 days the hard drive stopped working. TiVo said in their agreement that if the DVR is defective within the first 90 days they will replace it for free. I called them on November 26 and they said they will be sending me a tracking number for shipping. I never got The tracking number and here I am 10 days later and still no replacement box.
I called TiVo 5 different times asking them where is my replacement box and each representative keeps giving me the same runaround story. The last representative I spoke to I thought was going to be very helpful. Ended up saying the very same thing that the last representative said. They keep telling me 24 to 48 hours I will be getting a tracking number I promise. They said they have sent my case over to special team’s to see why my replacement box has not shipped. What is it going to take for them to send me my replacement box and they will not let me speak to a supervisor. It seems like now that they have my money they could care less whether or not I get my replacement and or not honoring their agreement.
Now I am paying for a monthly service and I have no DVR box. I am so disgusted with their service and not honoring their agreement that I will NEVER Buy another TiVo product again. And I will tell everyone I know to never buy a TiVo product. And the sad thing is I really love the TiVo edge I thought it was a good product until it broke after a little over 30 days which I thought was pathetic. TiVo you have lost me as a long-time customer by not honoring your agreement. I should not have had to call this many times and all I want is my brand new box that I just spent a lot of money on.
I've been having some technical difficulties with the MoCA and the sound reception in my Mini's. I keep getting an error that the signal was low. Called the technical service. A representative named Jay was not helpful. He was saying I have an issue with the Router and its Firewall and TCP ports and referred me to the manufacturer of my router instead and that was the end of that conversation. I rebooted my Router and everything stated working again. The Router is working just fine and no issue with it, but I was still having an issue with low signal and sound on my Mini's. It was still going on and off on my Mini's. I called back again after a few days hoping to get a representative who would be more helpful than the previous one. No luck. The next person was dumber than the last and was blaming the coaxial cable!
She was very condescending. She thinks she speak English well. She was speaking slowly like I don't understand English. These representative are from the Philippines and they have horrible personalities. She's the one who is lost, like the Jay. I am an American with a college education and well to do and a Supervisor where I work. I think their technical support representatives have low IQ's. These representatives are not well trained in what they do and are very disrespectful to customers. They're just plain dumb and want to pass the problem to the next guy. I will be leaving their service and try something else. Don't waste your money on Tivo. They are no longer a good company. I will be moving to T-Mobile service next. If you're still thinking of getting your money's worth by getting TIVO you will be out of luck. Get out now. Try something else.
TiVo sales sold me the wrong BOLT DVR for my needs (OTA). I found out the same day that I needed the BOLT VOX. I called them within 24 hours and they would not do a refund of the BOLT OTA, they said I needed to order the BOLT VOX separately. They promised they would issue a refund for the BOLT OTA. No refund received. Every time I call they say they are working on issuing my refund. So far I am sorry I ever got involved with TiVo. The technicians know nothing about the problems you encounter and just make things up and lie about everything. Same with customer service, lies and more lies. Going to my credit card company and hope they will cover my loss with TiVo.
On Friday November 15 my TiVo system stopped working correctly. When I tried to view a recording it just went to a grey screen. I power cycled and also deleted many recordings trying to get the system to work thinking it was having a hard time reading the disk even though the unity was less than a year old. Then it started doing unfamiliar things like showing commercials instead of my recorded shows. Finally I realized when I tried to watch a recording sometime it would just go to a logo page and sit there and other times it would play a commercial. But before realizing what was happening I deleted most of my recording and recorded settings.
It is unforgivable that TiVo decided to just start forcing consumers that paid hundreds of dollars for their equipment and a monthly subscription fee to be forced to watch advertising and create severe latency before the commercial started and sometimes it didn't start at all, without as much a informing me the customer what they were forcing me to do without consent. What is an even bigger slap in the face is they renewed my annual subscription service on the Sunday following their Friday change. For behavior like this I will never trust TiVo again and the minute a replacement solution is available my TiVo will be thrown into the trash. Shame on them for doing something so intrusive and inappropriate.
Updated on 01/02/2020: In discussions with Lez from the higher level customer support department, he said that he could not give me the additional year of service (value $150) that I requested as compensation for the hours I lost because of their poor tech support and the expense incurred following their instructions. Instead, he offered to issue another $30 credit to my card. I wasn't satisfied, but I accepted. To date (a month+ later), I haven't seen that additional $30. I can't fathom a company that does business like this. Losing a multi-decade customer over the pittance it would have taken to make me happy. I think Tivo needs a serious reboot.
Original review: I purchased an Edge to replace my Bolt in order to get UHD and HDR. After setup, the Netflix app on the Edge didn't work (Prime and others apps did work, as did the Netflix app on my Smart TV). After almost an hour with Tivo Tech Support (repeating the same troubleshooting steps over and over) they said they would send me a replacement. The replacement had exactly the same problem. By this time the issue had been escalated to more senior techs. Their solutions were to upgrade my HDMI cable or replace my receiver. I went out and spent $58 on a the latest and best HDMI cable. Still didn't work. And replacing my brand new Marantz receiver made no sense. So, I contacted Marantz. Within 20 minutes, with a few setting changes, I was able to get Netflix on my Edge.
I wrote an email to Customer Service suggesting that Tivo Tech Support connect with the major receiver brands to determine which setting were necessary to be compatible with Tivo's products. Also, to compensate me for the hours and money I spend on this issue, I asked for a free 1 year extension to my Tivo subscription. Customer Service referred me back to Tech Support who referred me back to Customer Service. In the end, they showed little interest in my suggestion and gave me a $30 dollar refund. I've been a Tivo customer since the very beginning of the company. And I worked this problem through with them calmly and in good faith. Disappointing that in the end they didn't seem to care.
This unit has gone backwards in technology. There are so many keystrokes required to do everything. The user interface is horrible. When I "Create a One Pass" it cuts of the last minute of the show. I've gone back and added 1 minute to the end time....it still cuts it off. I've added 5 minutes and it still cuts it off. Tivo has added a commercial (Duncan Donuts, Maytag) at the beginning of every recording before you they allow you to watch it. For no reason it switches from normal watching to the "Account / System Info" page. They've added "TiVo+" with THEIR suggestions that you can't get rid of.
They've inserted their own channels into YOUR GUIDE that you can't get rid of (Puddle Jumper - A collection of children's series, Fail Army, Music Babble to name a few). It just (this second) changed the from a recording I was watching the last channel I was on. I called and found out that you CAN NOT buy a new unit without paying for that unit AND a monthly subscription. They no longer call it a "Lifetime Subscription". I'm exhausted and have had enough.
After writing my negative review, Tivo support did reach out to me to resolve my issues with their Bolt product. I was sent an replacement and after some effort received the power cords to transfer my movies from the 1st Bolt box to the replacement unit. At this point my replacement Tivo Bolt is working perfectly. Hopefully, my Bolt box will continue to work as advertised. I am very pleased with the higher level of support that Tivo provided me.
I purchased a Tivo Bolt last month and have had nothing but trouble with it. This is my 3rd Tivo. Had a Roamio for past 4 years which worked very well. Bolt has a new menu which is difficult to use and very un-logical. This Bolt often just goes blank which requires me to "unplug" it. Tivo support is useless and keeps wanting me to just do a new restart setup, which causes me to lose all my recording. And the remote works "part time". I keep on pushing the same button to get it to work. Support said "sit closer", I'm only 15 feet away. Support has limited knowledge to help. They sent me a replacement Bolt (which is refurbished) and it's still junk. I'm not happy with Tivo!
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