Cancel / Activate Service in WebTools for DC Metro, IL, MA, NY and PA Article no. 3715

Introduction

Cancel service, then Activate to correct WebTools errors, and Marry our TiVo to a customer's retail TiVo

• Married TiVos are connected through TiVo and share programming
  
  
• Retail TiVo TSN do not appear in WebTools; changes are available on the customers My TiVo Account online 

• 11-digit ICOMS account number
  
  
• TiVo registration email address
  
  
• Service address Zip Code
  
  
• Home phone number on account
  
  

Resolution Steps

1. Access our TiVo in WebTools
   
   
   • On the Equipment Tab in BOLT, click Diagnostics next to the TiVo equipment
     
     
   • Click the WebTools button at the bottom of the page
     
     
   • Enter your username and password, then click Submit to sign in
     
     
     
2. Cancel service in WebTools to inactivate all TiVos
   
   
   • Choose Cancel Service from the Select a Method drop-down and click Submit
     
     
   • Click OK on the Cancel Service Succeeded dialog box
     
     
   • Repeat these steps for each TiVo on the account before moving to the next step
     
     
     
3. Activate Service in WebTools to activate all TiVos
   
   
   • Click the TiVo TSN on the right to load the information
     
     
   • Choose Activate Service from the Select a Method drop-down, fill in the required fields and click Submit
     
     
     • ICOMS Account: 11-digit account number
       
       
     • Phone Number: 10-digit home phone number on account
       
       
     • Zip Code: 5-digit Zip code on account
       
       
     • Retail Account Email: email address used to register for My TiVo Account online
       
       
       
   • Click OK on the Service Activation Succeeded dialog box
     
     
   • Repeat these steps for each TiVo on the account, then Synch the WebTools Account