Self-Service Support Alert: this article is available for customers on help.astound.com

Introduction

• A Force Connect renews the TiVo's network connection for Guide Data, OnePass scheduling, Apps and VOD
   
• Force Connect may take up to 10 minutes, depending on the network connection in the home

 

 

Resolution Steps

4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3
 

• Go to TiVo Central | Settings & Messages | Settings | Network | Connect to the TiVo service now (see steps)

 

4K 6 Tuners, 6 Tuners , 4K Minis, and Minis on TiVo Experience 4*
 

• Go to  TiVo Home | left arrow to Menu | Settings | Network Settings | TiVo Service Connection (see steps)
   

*For TiVos with Experience 4  hold the microphone button and say Make a Service Connection or Make a Service Call

 

Internal Information

Customers may receive one of these errors when Force Connecting TiVo:

• No DHCP Server Error (MoCA Home Network)
   
• Network Cable Unplugged Error / Network Setting Issue
   
• In general, if the Force Connect (TiVo Service Connection) was unsuccessful

For these errors, do the following:

1. Ensure all Connections to modem, router, TiVo and any other equipment are correct and finger tight 
    
   • Equipment Diagrams
      
2. Test the TiVo Internet Connection
    
3. Verify the TiVo Network Settings are correct
    
4. Power cycle the modem, router and ECB (where applicable)
    
5. Force connect to the TiVo service again (see path(s) listed above)
    
6. If unresolved, click Create Work Order or Technical Case button on the Work Orders Tab in BOLT:
    
   • Fill out the information as described below and click Submit
      

     Trouble Call or Tech Case	TiVo Issue
     Service Category	TiVo ONLY
     Problem Description	TD - TiVo Data Issue
     Select	All Affected TiVos
     Schedule:	First available time that works for the customer
     	Note the case comments: TiVo Home Network Failure