Update #4: Although TiVo engineering is out on vacation this week, someone stepped up to the plate and fixed the problem. Thank you, TiVo, on behalf of customers who were impacted and on behalf of weaKnees customer support reps, who were being bombarded with calls, emails and chats!
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If you have an old Series1 TiVo (Philips HDR-series or Sony SVR2000), you might have discovered that the unit has not dialed in for the last week or so, so you are suddenly getting a warning about guide data expiring soon.
Most likely, when you make a test connection, it works fine. However, when you force a connection to the TiVo service, the call connects and then fails with the error “Failed. Call Interrupted.” No need to yell at the kids for picking up the phone during a TiVo call at 3am. It’s not your family’s fault and it’s likely not a broken TiVo, either.
Given the number of phone calls and emails we have received recently regarding this problem, we believe there is a problem on TiVo’s side.
We have provided TiVo engineers with log files and information about the problem and we hope they will address the issue quickly…but the timing isn’t great. TiVo’s engineering staff is likely pretty short-handed over the holidays.
It might take TiVo Customer Service reps time to figure out that this is an issue, so if you call in with the problem, you’re likely to hear that you need a new TiVo or that you need the TiVo repaired. Don’t believe it.
UPDATE #1: We have received a call from someone with a first-generation Series2 TiVo (TCD140040) with the same problem, so if it’s related, the issue might be impacting more than just Series1 TiVos.
UPDATE #2: A representative from TiVo let us know that the Engineering department is out on vacation until Monday. If you have a Series1 TiVo that will run out of guide data before then, you’ll want to set up some manual recordings. If you have a Series2 with this problem or you are stuck in Guided Setup, I’m afraid there won’t be a solution for you until TiVo resolves the problem. It won’t hurt to keep trying to dial, but I don’t think this will resolve itself. It’s going to take TiVo’s intervention. For what it’s worth, similar issues have arisen with other TiVo models recently and, most recently, the fixes have been quick to come. We are optimistic!
Update #3: We just got a call from a customer with an early-model Series2 DIRECTV TiVo (HDVR2) who reported the same issue.
30 replies on “Series1 TiVo DVRs getting “Failed. Call Interrupted.” — FIXED!”
I’m having this issue on my Sony TiVo Series 2 SVR-3000. The first representative I spoke to said that this device has not received an update since September, but my TiVo service calls have been failing since 12/18 or 12/19 exactly in the manner described in this blog post. The second representative agreed that it appears to be the same issue, took my info and submitted a report to Engineering.
I’m also seeing a problem in Amazon Instant Video (in Video On Demand). It displays “Video On Demand is currently unavailable” if I try to stream or download anything. However, a TV show download that I initiated from the A.I.V. website was successful. Video Podcasts requested in Video On Demand are downloading successfully, even those posted after 12/19. I don’t know when the problem with A.I.V. began though because I don’t use it often.
I have this problem now. I have had it before and fixed it. (I don’t remember how long the fix lasted.) What I did was:
1 pull the drive.
2 I renamed the log directory,
3 was able to get out of Guided Setup with 2 calls.
Other people have reported fixing call interrupted error this way, but state it eventually comes back.
Is there a way to rename the log directory without pulling the drive? TivoWebPlus allows you to delete the log but I don’t see a way to make a backup first.
Yippee problem solved so far.I’m pretty sure I am the Update # 3 with the early model HDVR2. I just got off the phone with the technician at WeeKnees. Well mine just made a successful call and download so I am a happy camper. I hope this is permanent and that everybody else will soon have the same outcome. I would like to thank the technician at WeeKnees for being so helpful and honest. I have nothing but good things to say about these people and their patients in helping me through many situations over the years.Your service is so needed and appreciated. Merry Christmas to everybody at WeaKnees and to all the TiVo lovers out there. I only hope they fix the glitches with Kit Kat on my Nexus 7 this quickly . 🙂
Renaming the log did not help.
I have my guide data back but I don’t know if it was from something I did, or something TiVo did. I gave up working on it, and came back to find it was loading program data on its own.
Still having same issue. Got one call to “loading 10% but then failed again. Do I need to change dial in numbers or update some other way?
Unless/until there are other reports of problems (which we have not had since this was fixed), you might be facing a bad hard drive. Your call is completing and downloading, but it is failing while the data is loading. The loading occurs after the call is complete. IF the programming can’t load, then that could indicate a drive or corruption problem. A replacement hard drive kit or a flat-fee repair should get you back up and running, assuming that you have a problem with your unit.
Issue not fixed. I have same issue on my Series 1. Last update was Jan8, I am using a aircard. What is the “fix”?
The problem is fixed. You should try to connect directly rather than wirelessly, to see if that helps matters. Wireless adapters with Series1 units have not worked well/reliably for quite some time.
I haven’t had a landline since 1999. Connect directly if that is what you mean is not a option.
Connect directly to Ethernet if you don’t have a landline. Contact us if you are interested.
My philips series 1 has the same problem as KimC – had a few issues making the call but it generally connects and downloads fine. It simply can’t “load the data” now. Gets to about 75% and fails. Also, I just got my new HD back from you guys about 3 months ago and it’s been perfect until a few weeks ago when this issues started so I assume the HD itself shouldn’t be the issue?
We are (still) working with TiVo on a solution. If you’d like to email us (use the contact page on our company website) and include your Tivo service number, we’ll try to pass it along to TiVo.
i’m having update calls interrupted seemingly at the same place each time…about 10 min into the update. i’ve tried several of the local numbers…same outcome. test calls all work fine. i have a series II. what is the or where is the tivo service number? thanks
Having this dial issue with series 3 HD tivo unit. Not much help from tech support other than go buy a wireless adapter. They kept trying to convince me it was a problem with my phone system being digital vs analog. It has been working fine for 4 years with same phone service. I’m sure problem is at their server end. Last update was done on 12 March. When i try to do it manually I get P10, P12 and P07 errors = phone in use, problem at dial-in end. Confirmed with my phone company no changes made after 12 Mar. I have the feeling some SW change was made to the TIVO Servers.
Do you have any way to network the unit using wired or wireless access? That is a far more reliable connection than phone and should help.
Jeff,
Tks I did breakdown and buy a wireless adapter, hooked it up, made the configuration and it works fine. Just irratating that after working fine for 4 years over the phone line i had to go to the internet to get channel updates. fror anyone else having same problem you can buy the Tivo wireless adapter on-line at Best Buy for $39.99 and get free shipping.
This problem is back. I have two Series 1 Tivos. One is completely without guide data and has been unable to make a successful call in a very long time. The other made it’s last succesful cal on July 8th 2014. Appearently, even when it “Failed while loading data,” some data gets thru because it says that I have Program Guide Data To: July 30th.
Getting Annoyed….. Again
My guide data has been gone for weeks
Check phone is fine
When it goes to update it finally says call interrupted
TiVo customer says my problem I need to connect to Internet
Supervisor says it’s my problem, technology has changed and I haven’t
Customer service says my TiVo cardboard box says voice over phone line won’t work. Not in 2009 it didn’t and she will not put this in writing
Help
The issue has morphed into something new. Numbers are no longer working. A couple of my local number are answered by an automated Internet radio station. Several have a fast busy signal, but most ring, pick up and nothing. After several back and forth emails (it seems they were being coy with me and beating around the bush with the real issue), they stated that they are moving to a “digital” system and that my modem is incompatible with that (apparently, the system that answer for the radio station can do double-duty with guide info, but could not offer an explanation on why some numbers plain didn’t work).
My problem is that I have a lifetime service on my box. As old at it is, it keeps chugging along. I am no waiting for them to come back with a solution to getting guide info.
I have had my TiVo pioneer 810H box for a very long time. It has always worked perfect. Now the new year gets here and my last update was Christmas Eve !!!! I have tried different phone lines (I have multiple) and nothing works. It downloaded for an hour and a half today then “phone interruption” message. I’m so frustrated. Can anyone help?
Same “failure to load” issue on a Series 1. tried other dial in numbers, etc. About to try TIVO’s 800-number at the bottom of the menu.
How do you set up the wireless adapter with a Series 1?
Most of the listed access numbers do not work. I emailed tech support and they sent me a list of numbers that did not work (I mentioned in a post that some numbers answer with a recorded message from an internet radio station). I then poked around the country and found a number in NY that worked for a while then stopped. I then started using a Washington DC number. But then something new has happened. I keep getting call interrupted after about 20-30 minutes. In the past it had sometimes taken 90 minutes or more to get the download. They have apparently set a watchdog timer to that low range to kick off boxes that might be “stuck” I was using it with a DISH Network box. But then I tried OTA (which has only 4 channels listed). I get a successful call every time (but the download only takes a few minutes). When I switched back to the DISH line up, I get call interrupted after about 20-30 minutes.
Tech support at TIVO states they are retiring the analog phone connections due to FCC regulations. This is completely FALSE. While the FCC is looking into retiring the analog phone system, they expect it will be about 10 more years before it begins to happen and there is currently no hard date on anything. They suggested I either purchase a new box or get an *unsupported* Ethernet adapter (at my own expense and risk).
I now firmly believe that they are trying to cut the expense of supporting the dial-up option, effectively canceling the lifetime service contract. The most straight forward simple solution is to change the watchdog timer to about 120 minutes. The next solution would be to supply a new box at no cost.
I am seriously considering (and begun doing to research) to start a class action lawsuit, which should cover not only current Series 1 owners, but also those who gave up their boxes because they could no longer get guide updates (as far back as 2013 or maybe even 2011).
I did see that TiVo posted an updated user agreement that bars owners from joining a class action, but that appears to have been updated late last year. Since our boxes are far older than that, they cannot enforce that on older systems already paid for.
Anyone interested in joining. I believe the magic number is 25 plaintiffs to be a class.
Exactly the same problem as described above. Call connects and begins downloading but disconnects after about 10 minutes. This started about 4 days ago.
Just an update. I re-ran the guided setup again. Nearly all my local numbers did not even work (as explained in a prior post). I picked a very rural area out of state where internet access is spotty (just a theory) and used that number. After 30 minutes, it would disconnect. I sat ALL DAY with, it as well as half the day today, and after more than a dozen retries, it was able to download the guide and complete the setup. But there is still the issue of the 30 minute watchdog time out. Since the guide updates every day, it still may take several tries to get updated guide info. The problem is that since it updates daily, unless you sit with it and manually try over and over again, you will never get an update. I’m going to watch it and see what happens, but TiVo is definitely causing this with their timeout after 30 minutes.
I wonder how many people gave up on their TiVo Series 2 box because it wouldn’t get updated guide info, or paid money for an upgrade to a new box because TiVo insisted that POTS (regular telephone land line) was phasing out due to FCC regulations (a bogus lie since the FCC has not determined when the phase out will start and expects it could be another 10 years).
I wanted to post an update to what’s happening with my guide information.
Since my post almost a month ago, I have consistently received daily successful updates A very few times I get messages that it either cannot connect or cannot verify my account status, but that usually clears if I wait a short time and try again. Maybe users have found this number works for them and it’s sometimes overloaded?
As a test, I tried a different number (just another alternate in the same city), and found I was again getting disconnected in the middle of the download. Either TiVo has not yet placed a watchdog timer (or changed it to a low amount of time), or there are numbers they are leaving alone for some reason. I tried to find a number in an area where internet service was very low, so maybe they are letting those numbers work (again, just a theory of mine).
In any case, for now, I’m getting consistent daily guide updates.
Another update:
The number I have been using so reliably for some time now keeps getting FAILED TO CONNECT messages. When I run a test, it’s able to connect, update the time, and check my account status. But when it tries to run an actual update, it’s as if it’s unable to log in. It’s almost as if TiVo is blocking the use of that number for guide updates!
I tried another number in the same area, but again plagued with call interrupted messages about 30 minutes into the download.
Anyone else?
I’m sure you’ve received the email. TiVo will stop sending guide updates to series 1 boxes on Sept 15. For the “inconvenience”, they are giving a $75 Visa gift card (must be redeemed before Nov 30th).
The question is, do we fight for a replacement system? Lifetime service is supposed to mean just that. I’m sure they didn’t think a series 1 box would run this long.
Thoughts?
I contacted TiVo on the Series 1 hotline and asked if they would move my lifetime subscription to a series 2 box. TiVo removed the ability to activate Series 1, 2, and 3 boxes shortly before announcing the Series 1 shutdown and are completely unable to activate a Series 2, even it was new in the box. The timing of this is very suspicious.
I have a Series 2 that has stopped getting updates in the past couple weeks, so I don’t think it is just the Series 1 they cut. I was able to get one day of schedule last night, but it can’t connect/maintain connection to get the whole thing. This is such bad business. I have a newer tivo, but with them not honoring this lifetime subscription, I won’t get be buying any more of their boxes.
Have you filed a complaint with the FCC, your State AG, or contacted one of your local tv news investigative reporters that look for business scams and lies?
Has anyone received the $75 Visa Gift Card? I haven’t and I’m on my 3rd call with them and only get the run around.