Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally canceled Tivo monthly service for two TiVo devices (S/N ******************, "Bedroom"; and 840-0301-905F-47A5, "Living Room") via the Tivo.com website in February 2024. On March 24 2024 I was again charged $14.99 for service for the "Bedroom" device. I called on March 26, 2024, to ask for this to be corrected (TiVo case #********). On that call, I was assured that the monthly service would be canceled and that the March charges would be credited.On April 25th, 2024, I received notification of another charge to my credit card on April 24, 2024 for $14.99 for service on this device ("Bedroom"). I have also not received a credit for the March 24, 2024 charge. I have asked that TiVo honor their response in case #******** and cancel the charges from March 24th and April 24th. Tivo's response (case # ********) was that the service was not canceled until March 26th and therefore I was being billed in for the full month of service on April 24th. This ignores: 1) that I had canceled two devices on the same day in February 2024 - they acknowledged cancellation of the "Living Room" device; 2) that the service representative in my March 26th called acknowledged credit of the March 24th charge. I pointed out these issues in a response message and received no further communications from them.It is my opinion that TiVo, seeing a rapid decline in sales due to the migration of consumers to streaming services, is engaging in questionable billing practices to attempt to improve their revenue picture. I'd ask that they refund my March 24th and April 26th charges (each charge was $14.99) and to ensure that they do not bill me further for either device.

  Business Response

  Date: 06/11/2024

  TiVo has worked with the customer to resolve the above inquiry. ********************** and the customer have reached an agreement which suits both parties and the customer has agreed that the matter is resolved.  TiVo considers this inquiry to be closed.

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My tivo stress stream 4k player is not working correctly and keeps doing errors. And my friend bought it for me from Amazon and the manufacturers warranty is know expired but when the manufacturers warranty was still good before it expired tivo kept refusing to replace it under the warranty and kept saying that Amazon had to take care of it. I talked to Amazon and they said tivo needs to definitely take care of it.

  Business Response

  Date: 06/17/2024

  TiVo has contacted the customer to help resolve the above inquiry. We have offered the customer options to resolve his ********************** concerns. In addition, we have emailed the consumer our terms and conditions of the TiVo Stream 4K Limited Warranty. The consumer has not contacted our office to further discuss this matter. At this time, we consider this inquiry closed.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21678352
  
  I am rejecting this response because: they still wont send me replacement player like definitely still need to.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/04/2024

  TiVo has emailed the customer in response to the rejection response from BBB. We have emailed the consumer the TiVo terms and conditions of the TiVo Stream 4K Limited Warranty. The consumer has not contacted our office to further discuss this matter. At this time, we consider this inquiry closed.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21678352
  
  I am rejecting this response because:
  It still need to definitely be replaced were they refused when it was in warranty. I tried to get it replaced before the warranty expired but they refused and know its expired 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/05/2024

  TiVo has contacted the customer to help resolve the above inquiry. The customer is unwilling to work with ********************** to troubleshoot the issue. The warranty on the customers device is 1 years after the date where we can provide a replacement. The consumer has not contacted our office to further discuss this matter. At this time, we consider this inquiry closed.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21678352
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I tried to get a replacement when it was in warranty with tivo but they kept refusing and sending me to Amazon and that's not right. Definitely should still get it replaced we're they refused when it was still covered.  So it being expired know and not doing it before it expired is not my fault I tried multiple times before it expired and they refused 

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/14/24 TiVo stopped the **** (Dynamic Host Configuration Protocol) server connection ending my lifetime subscription. TiVo service tells me how long I have had the service and would I like to upgrade. I told them I want my **** connection back. My equipment works perfectly but cant connect because the Earthnet **** has been shut down.

  Business Response

  Date: 06/10/2024

  TiVo has worked with the customer to resolve the above inquiry. The customer has confirmed that the issue has been resolved and agreed that the matter is closed. TiVo considers this inquiry to be closed.

  Customer Answer

  Date: 06/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a TiVo model TCDA93000 as the one I had would no longer boot. Instead it kept rebooting over and over. After I got my replacement from ***** I found the device would not activate. This can be seen in IMG_1145 and IMG_1146 which were also provide to TiVo suppport.I had orginally called TiVo support on Saturday 4/20/2024. The agent said he created a ticket Case # ******** that was assigned to advanced technical support because the agent would get an error when attempting to active my device in their system and to wait 2 days to allow time to for the advanced technical support to find a solution.This did not happen, so I contacted them via my case history portal on their website. I was sent an email to allow for 1 day to get a response. The next day came and went and still no response from them. I then went back to the support portal (My Case History) and complained again. I then got an exact copy of the email sent to me the day before asking me to wait 2 days.The next day I was sent an explanation of the following.Please be inform that we are still trying to transfer the ownership of this device to your account. However, we are getting error Service contract with specified *** "A93000190F4890F" not found. We already escalated this case to our advanced team and we highly advise to not respond to this case ''********'' to avoid any interruption for the process of escalation.I then added a picture to my case history on their website, Tivo 3 which shows the *** number for the device which provides proof that a Service contract does exist for the device despite the fact they say dose not exist. I requested they just add the *** number for my device and activate it. Also investigate why the *** for device does not exist.Today I got a customer support survey which I rated at the worst level possible.I requested they just add the *** number for my device and activate it.

  Business Response

  Date: 06/12/2024

  TiVo has worked with the customer to resolve the above inquiry. ********************** and the customer have reached an agreement that the matter is resolved. TiVo considers this inquiry to be closed.
  

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 13, 2024, my fully paid for TiVo Corporation set top box failed to play recorded shows with the error v125: There may be a problem with the network connection or with streaming from this TiVo box.TiVo either caused the issue through an over-the-air update or failed to provide proper updates for the equipment to continue to function.More than a week later, the company has no fix. The company has said thousands of customers are impacted, but have provided no estimated time of repair. They immediately close support tickets after they have been opened.

  Business Response

  Date: 04/25/2024

  TiVo has made multiple attempts to contact this customer and has not been able to speak about this issue. We have emailed the consumer and at this time, we are awaiting for his correspondence to resolve his concerns.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting on March 13, 2024, I was unable to access any streaming via my Tivo minis and Tivo mini luxes throughout my household. In total, I have six televisions- one with the main Tivo XL4 (purchased with lifetime service) and five minis (also with lifetime services- which includes "live TV vieiwing" and " streaming shows" - shows I record- 2 terabytes of recording capacity). I contacted tivo on March 15, 2024 to report the problem. I was informed that "nothing was wrong on my end" as my settings show that internet and moca connections are working successfully, as well as the fact that I can view live TV still through all minis. I was told I "should call back once it was fixed and would be compensated according to how long the streaming service was out." A service ticket was created. As of today 3/21/24 nothing has been fixed. I logged onto Tivo.com to chat with support and was unable to. I was also very confused and disappointed when I saw that my ticket was closed- when nothing has been fixed and no one contacted me. Attached below from my account:Case # ******** Closed Mini unable to play recordings | March 15, 2024 This case has been closed and can no longer be updated. Please Chat or Email us for additional assistance.

  Business Response

  Date: 04/25/2024

   

  TiVo has worked with the customer to resolve the above inquiry. At this time, TiVo continues to work with the customer to provide options in resolving her concern.

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12, 2024 TIVo charged me my annual subscription fee ($149.99) twice. I contacted them on February 13, 2024 and was told it was a systemwide error and I would be reimbursed the $149.99. I have called two more times since the initial call and they repeatedly tell me my credit card will be reimbursed within **************************************** for the second incorrect charge,

  Business Response

  Date: 04/18/2024

  TiVo has made multiple attempts to contact this customer and has not been able to speak about this issue. We have emailed the consumer and received a correspondence and confirmed that the billing issue has been resolved. At this time, TiVo considers this inquiry to be closed.

  Customer Answer

  Date: 05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/20/24 I inadvertently placed an order for 2 TiVos when I only wanted/needed 1. I contacted the company via online chat almost immediately. They told me it would be easier to cancel the entire order, and I could reorder at a later date. They assigned a case number, ********, and told me theyd contact me if they were able to cancel the order. The order number was TS004614317. On 02/21/24 they emailed me to tell me the order had been canceled, however my credit card was charged $85.31. For almost 3 weeks I have been trying to get that refund processed with no luck. I have emailed and chatted online with them at least 9 times and each time theyve told me the case has been expedited. Below is the text from an email dated 02/27/24:Thank you for contacting TiVo Customer Support. The case number for your concern is ********. This is a response to your billing concern. We appreciate you for bringing this to our attention and we are glad to help. As per checking here, we notice that you already contacted our chat support with the same concern. Reviewing the account history we can see that you and the chat representative was able to escalate the billing concern to our advanced team. Rest assured, once our advanced team completely process the refund we will make sure that you will be notify. Thank you for understanding. Id prefer speaking to someone on the phone, but they are impossible to reach each time I get a message Due to the volume of calls we are currently receiving we are unable to answer your call. Please try again later. Additionally Ive provided them with a copy of the cancellation email I received, a copy of which Ive attached to this complaint. Every time I contact them their system simply generates a new case number. According to their website case #******** is still processing. Any help you can provide would be appreciated.

  Business Response

  Date: 04/16/2024

   

  TiVo has worked with the customer to resolve the above inquiry. ********************** and the customer have reached an agreement which suits both parties, and the customer has agreed that the matter is resolved. TiVo considers this inquiry to be closed.

  Customer Answer

  Date: 05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:04/12/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/5/2023 I agreed to a monthly service contract with TiVo for a one year period. The end date was 3/4/2024. This contract was for device number ******************, ********************** Edge for cable 2TB. The contract amount was $14.99 per month plus tax. Today, on 3/4/2024 I followed my account online instructions to cancel my account with ********************** and the "runaround" began. I received a screen shot saying, "we are unable to process your service cancellation request. Call TiVo at xxxxxx." I have played these "games" with them before and will not do so again.I had ended using cable and the TiVo device for my tv months ago, but continued to pay the monthly service fee in my year long contract to avoid the large cancelation fee. Today, 3/4/2024, my contract is up and I want verification from TiVo that my contract with them has ended and they are no longer authorized to deduct money from my bank account. They are a devious company to say the least and any and all should be warned of their business practices.

  Business Response

  Date: 04/15/2024

  TiVo has worked with the customer to resolve the above inquiry. ********************** and the customer have reached an agreement which suits both parties, and the customer has agreed that the matter is resolved. TiVo considers this inquiry to be closed.

  Customer Answer

  Date: 05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Note: Due to space limitations the below description is an abbreviated version of the events which have occurred while attempting a resolution.Re: Tivo Sales/Support, Misleading and Unresponsive Order/Purchase#: TS003871061 Support Case#: ******** I purchased the Tivo Edge for Cable with All In Package (AIP) on Nov. 16th 2023 from the official Tivo website for the promotional price of $399.99 plus tax for a total cost of $440.83.When I attempted to install the device the installation failed during verification with the message Could not verify info. Your DVR cant complete guided setup (S310). Call ************.I called the number and was told by Customer support that this was a known issue with the computers at their end and that it would be resolved in a couple of days. I gave it a week and tried again. Still failed.I called again and was told that my issue would be elevated. I gave it another week and tried again. Failed again.I called again and was told that my issue had already been elevated. Please wait.I then attempted to perform a self-activation through their online process but was directed to a page requiring me to purchase an activation plan for up to $549.99 for AIP. I exited the website.I called again and insisted that my case be resolved or they issue a Return Material Authorization (RMA) and a full refund.Again, I was assured that I would receive an email from them within a couple of days.To date there have been no emails or other communications with updates or reports of resolution.I attached a comment to my open Case Number expressing my frustration and dissatisfaction with the service and lack of communication that I had experienced over the previous month.As of this writing there has been no further progress or information provided either on their website or via email and my existing open Case Number is identified as In Progress.

  Business Response

  Date: 03/22/2024

  TiVo has made multiple attempts to contact this customer and has not been able to speak about this issue. We have emailed the consumer and received a correspondence and confirmed that the issue has been resolved. At this time we consider this inquiry closed.

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************