shekhar-retail@teamhgs.com

Introduction Customers can find their TiVo Service Number (TSN) in their TiVo menus, on the 4th line: 4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3  Go to TiVo Central | Settings & Messages | Account and... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Line noise describes random fluctuations/electrical impulses that are carried along with standard AC current Florescent lights, appliances,... Read More

  Resolution Steps    If a customer states their telephone service (Local, Regional (LPIC), Long Distance (PIC)) was changed without authorization: Create a Service Now Ticket to Investigate Slamming Claim  Include the service the customer... Read More

  Resolution Steps Powering off a converter when it has a scheduled recording will make the DVR mute when it comes back on to record  This is done on purpose by the DVR manufacturer  Prevent this next time by leaving the DVR powered on when a... Read More

Resolution Steps Due to agreements with content providers, VOD content is not recordable through our DVRs and TiVos Customers may see an option to Buy and record; however, this option does not work The message this content is not... Read More

Introduction This error is only on a Pace 6 Tuner (MG1)   A blue screen comes up and reads: Pace PX001BTM SysCode Loader The ASTB needs to download new software.  This could take a few minutes, please be patient. DOCSIS DOWNLOADWAITING FOR SNMP... Read More

Introduction Before troubleshooting the VOD issue, check the CableCARD pairing TiVo All other Boxes Resolution Steps   Try a VOD selection again  If the issue persists, click Create Work Order or Technical Case on the Work Orders tab in... Read More

Introduction Pairing your CableCARD to a retail TiVO 4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3  Go to TiVo Central | Settings & Messages | Account & System Information | Cable Card Decoder | Cable Card... Read More

Introduction CableCARD Pairing Verification - DC Metro, IL, MA, NY, and PA Tune to Channel 994 (Pairing Verification Channel) to verify pairing  *If the customer cannot get to this channel, try the universal steps below CableCARD Paring... Read More

  Resolution Steps   Locate the TSN Reprovision the TiVo Check the Provisioning Transactions [PT] screen in ICOMS Resolve any errors that generate If the issue persists, please see a Lead or Floor Support for assistance   Read More