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Business Profile

Data Communication Equipment

TiVo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Communication Equipment.

Complaints

Customer Complaints Summary

  • 58 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Transaction date: 11/14/24 Paid: $53.03 (including shipping and WV tax) via a bank debit card.Tivo's Commitment: Tivo offered an "upgrade" of my current Tivo DVR for $25.00 [attached email]Issue: Due to 2+ years of on-going mechanical issues, namely the device kept rebooting several times each day, Tivo sent me two different power supplies as a "fix." They also had me to reset the device several times. Nothing was resolving the issue.Billing dispute: On 11/14/24 I received an email stating I could upgrade for just $25.00. Their website allowed me to order the "TiVo EDGE for cable" SKU: RD6E20-S00032-S00007-S00050-FREE for a total of $53.03 (ship+tax) On 11/26/24, I received an email stating the "system" undercharged me and my credit card would be billed an additional $274.99. The promo was not valid. The correct price was $299.99, (difference of the $25.00.) [see attached emailPDF). I "chatted" with a Jodel at Tivo on 11/26/24 and she stated Tivo was having email issues... the email was not valid- the promo was correct... I should ignore it as the sale and price were correct as shipped. On 11/27/24 ***** sent me an email [retracting her chat statement] stating there was a system order issue and I truly was undercharged and would be charged the $274.99. At this point, I believe for the poor advertising emails, whatever their system issues are, and the rhetoric I've been put through, Tivo should accept their loss and leave the transaction as is, $53.03. If not, they should send me a paid-return shipping label and I close my account/subscription with Tivo. This mess is incredible! I cannot believe all the trouble and poor support I have put up with over the years and it still continues!

    Business Response

    Date: 12/16/2024

    TiVo has made multiple attempts to contact this customer and has not been able to speak about this issue. We have emailed the consumer our issue resolution to resolve the issue. The consumer has not contacted our office to discuss this matter and therefore, we are closing this case

    Customer Answer

    Date: 12/17/2024

     
    Better Business Bureau:

    I have reviewed my phone logs and contacted my T-Mobile agent. No history is found where Tivo attempted to "Call" me by phone. I did receive two emails stating I would not be charged for the unit. 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:12/08/2024

    Type:Billing Issues
    Status:
    Answered
    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 have a lifetime subscription to TiVo and they suddenly deactivated my service. TiVo BOLT OTA 1TB | 849-2A01-9053-3705 and erased several hundred of a year's worth of recordings and more than 200 show settings to record for the future.Tivo case# ********

    Business Response

    Date: 12/10/2024

    TiVo has been in contact with this customer and we have made an offer to resolve the matter. At this time, the customer has declined our offer. ********************** considers this inquiry to be closed.

  • Initial Complaint

    Date:12/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Please see the attached complaint

    Business Response

    Date: 12/13/2024

    TiVo has been in contact with this customer and we have made an offer that reflects their "Desired Resolution" in the BBB case. At this time the customer has declined our offer. At this time we consider this inquiry closed.

    Customer Answer

    Date: 12/30/2024

    On December 6th, I received a call from **** at TiVo.  It was really frustrating.  He had begun the phone call saying, "this is not the way we want our customers to be treated," and quickly devolved into a condescending tone.   I asked to talk with someone else, and he refused to honor the request.  He is basically insisting that my TiVo crashing is not their problem, and almost blaming me for this device going down.  He says the inability to read **** cable is not a hardware problem so could not have caused it.   

    Later that day, he sent me the email below.  It is indeed puzzling, since it is a reiteration of their initial solution, that caused me to present the issue to your team.

    The basic problem is this:

    1)  They knew within 90 days the box was faulty.  I have a record of contacting them in June 2022. In August (just around the 90 day window) - they sent the replacement **** cord to "test".  They knew nothing changed.

    2)  They promised to replace the unit, and told me they documented this.  I made a good faith effort to take the time to see if it would work without replacement.

    3)  The box with plan is currently only $275.  I paid $500 for this system.  The box did not last, I lost a significant amount of programming.

    4)  $99 to replace, plus tax, plus shipping, plus the inconvenience of having to figure out how to ship it back....  This will result in additional charges - no idea how much, maybe another  $100?

    5)  When they were troubleshooting with me about the system failure, I was told the drive failed.  However, no way of knowing the cause of the problem, and it does not really matter.  Their device showed intermittent problems within one month of purchase, and ultimately failed.  A tech savvy friend who knows TiVo said that the problem with the **** was likely a motherboard problem from the beginning, that continued, and eventually may have taken out the drive.  From the moment I called them, they should have known that there was a problem inside the system, which resulted in my TiVo repeatedly disconnecting from service.   I am now actually wondering if they sold me a refurbished unit instead of a new one.

    Thank you for your assistance with this issue.

    Business Response

    Date: 01/20/2025

    TiVo has been in contact with this customer and we have made an offer that reflects their "Desired Resolution" in the BBB case. We have emailed the consumer the case history along with our terms and conditions and an offer to resolve the issue. At this time the customer has declined our offer. At this time we consider this inquiry closed.

  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 recently purchased a **************** model QN65S90DDFXZA, from ****** for $1,829.98. Shortly after installation, I encountered an **** connection issue. *******'s remote troubleshooting and in-home technician visits revealed no TV faults and pointed to my TiVo Edge DVR box as the source of the problem.Despite following all troubleshooting steps provided by TiVo, I was advised to replace my two-year-old TiVo Edge box at a cost of $387.14. I did so, only to discover online that switching the TiVo Video Resolution setting from 'Auto [recommended]' to 1080p could potentially resolve the issue. This workaround worked temporarily.Upon contacting TiVo for a refundwhich was processedmy replacement box was already in transit. When my original TiVo box failed again, I reached out to TiVo and was informed of a known **** Error 58. They recommended setting the resolution to 1080i.Given the arrival of the new Edge box, I decided to keep it, hoping it would be more compatible with my new TV. I am now within the 30-day return window.I am extremely disappointed with TiVo's lack of transparency regarding their known **** connection issues. On my initial contact, TiVo failed to disclose their awareness of the problem and did not provide a permanent solution.I believe TiVo has not only overlooked its responsibility to inform customers but has also possibly violated consumer protection regulations by not addressing the issue proactively. The burden should not fall on customers to repeatedly adjust settings and reboot devices to achieve a temporary connection.I intend to notify the ***************************'s office of this issue and will persist in seeking updates from TiVo on resolving the **** resolution problem. It is evident TiVo is aware of the ongoing EDID and HDCP connection issues that hinder compatibility.

    Business Response

    Date: 11/15/2024

    TiVo has worked with the customer to resolve the above inquiry. ********************** considers this inquiry to be closed.

  • Initial Complaint

    Date:11/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Can't Get Tivo To Correct The Channel List Or Line Up . I've been calling Tivo **************** Over 30 times, Spoke To Supervisors 18 Times Or More . And Still Today Still Incorrect Program list. Here's What Happened Shows That Use To Come On The ** 6.2 Has **en Moved To 12.3 Which Use To ** The **** Channel . The **** Channel Is Correct That 6.2 . But Tivo Has The **** Channel At 6.2 And 12.3 . Instead Of Making 12.3 The New Home For The ** Channel .And Then All Of The Programs For The **** Channel For Channel 6.2 . Channels 6.2 And Channel 12.3 Both Have The Exact Show Tittles . Which Those Tittles "Are " , And Only Correct For Channel 6.2 . They Are Incorrect For 12.3 . It Has Taken 2 months For Them To Finally Make 12.3 The ** , But All The Show Tittles Are Wrong. And Are Still Matching The Shows That Come On The Laff Channel. Today Is Sunday 9-29-24 Channel 12.3 ** Show Had The ****** Of The Show At 8 Am As Tomorrow's World , 8:30 To 9:30 Dr. ******* ******* , 9:30 The Key Of ***** . But TIVo Incorrect Shows 8am Last Man Standing All The Way To 10:am. On Weekdays Starting At 6am Correct List Of Shows We The People Judge ****** **** Maternity Court , 1 Hour . At 7 ******** 8am Divorce Court 1 Hour , At 9am The ***** ****** Show , So I Looked At The Shows For The ** 12.3 Monday 9-30-24 And Tivo Has Once Again Corrected The Wrong Show Titles At 6 am They Got Hot Chicks ,7am According To *** , 8 am Last Man Standing Two Half Hour Shows . Even Though ***** ****** Will ** On It's Not Shown As The Title In Order To Record ***** ****** At 9am You Have To Record It Under The Last man Standing . And Since The last Man Standing Is A 1/2 Show , And ***** ****** In A One Hour Show You Have To ****** Both Last Man Standings Shows . I've told TIVO About These Problems Well Over 30 Times They Say Their Sending It To Escalation Teams Given Me All These Case Ticket Numbers Like This # ******** And Then Close The Case As **en Resolved . It Is Useless To Keep Calling Them

    Business Response

    Date: 11/04/2024

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

  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In May 2022, we paid for a lifetime subscription to TiVo Edge, about $360. Things worked fine until about a month ago, and now we have to reboot the TiVo every day to get it to receive a wifi signal and it no longer records (the reason we have TiVo) or backs up the broadcast as it used to. All TiVo does is tell us to reboot, every time we contact them. We don't think we should have to reboot over and over and over every time we want to watch TV. We have asked TiVo several times for a new box and are just told to reboot. FYI, my husband is a veteran.We would either like a new box or a prorated refund based on the monthly rate, the amount over two years of monthly or annual service.

    Business Response

    Date: 10/17/2024

    TiVo has worked with the customer to resolve the above inquiry. ********************** considers this inquiry to be closed.

  • Initial Complaint

    Date:09/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 have been a tivo customer for over 2 decades. ********************** originally sold the lifetime subscription as a transferable without limitation license. This was a major selling point for me. They made a one exemption to transfer the license to a refurbished unit. The unit failed within a couple months and now their new policy is that license is no longer lifetime and dies with device. I never signed that agreement for the new policy. I want give to abide by the original terms of the lifetime subscription that I purchased in 2002 to transfer to any device as originally sold. I have contacted tivo multiple times to resolve this and to transfer to a new generation device that hopefully doesn't fail in the first 6 months. They simply say no and ignore my response. Now I have to get BBB involved.

    Business Response

    Date: 10/15/2024

    TiVo has been in contact with this customer, and we have made an offer to resolve the matter. At this time, the customer has declined our offer. ********************** considers this inquiry to be closed.

    Customer Answer

    Date: 10/22/2024

     
    Complaint: 22242563

    I am rejecting this response because:

     

    a 50 dollar discount is not an offer.

     

    they declined to honor the original terms of the lifetime subscription. I asked to transfer this subscription to a new unit. They declined. This matter is not closed.

    Sincerely,

    ****** *******

    Business Response

    Date: 11/25/2024

    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 Service Subscriptions under TiVo User Agreement. The consumer has not contacted our office to further discuss this matter. At this time, we consider this inquiry closed.

  • Initial Complaint

    Date:09/17/2024

    Type:Order Issues
    Status:
    Answered
    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.
    The *** is no longer requiring cable companies to allow connection to 3rd party devices such as the ********************** device I own. I called TiVo, and they said "it's not their problem." This has forced my equipment into obsolescence. It was well understood that this could happen, and yet TiVo did nothing to make sure that their customer base could continue to use their equipment in the nature for which I intended its use. I also paid for their lifetime agreement, which is the life of their equipment, not the life of the cable company's decision to stop offering the cablecard to make the TiVo operate. TiVo had a responsibility to either a) alert clients immediately to this possibility, or b) make sure to partner with cable providers to offer a solution. They have stranded their entire client base with this failure. I now have damages of 1) the purchase of the equipment, 2) the amount I paid for their "lifetime" subscription, and 3) paying more every month with my cable company because I no longer can use my TiVo.

    Business Response

    Date: 09/26/2024

    TiVo has worked with the customer to resolve the above inquiry. At this time, we consider this inquiry closed.

  • Initial Complaint

    Date:07/26/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Ordered replacement equipment, but it did not solve the problem. I called and they advised that on receipt of the equipment, I would receive a full refund. Their records show the equipment was received on 07/18/24.I called them on 7/21 to find out why no refund had been issued. They claimed that after four days they had not verified that they had received the right equipment. I asked the agent to expedite the refund.7/23 I received an email saying they were missing a partial refund claiming that it would take 8 to 10 business days to process it. I asked why it was not the full amount and received the excuse that they do it in two parts. At no time did TiVo or its employees tell me of their splitting up the refund or the time it would take them to process it. I request my refund in full promptly in the amount of $581.93. They have the equipment back, I am entitled to a prompt refund as I was originally told.

    Business Response

    Date: 08/01/2024

    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: 08/05/2024

     
    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:06/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 husband and I purchased an over the air TiVo edge with a lifetime subscription about 2 years ago. We are supposed to be able to access our machine using our cellphones in our out of wifi areas. About 3 months ago we noticed that when we are not connected to wifi, we are unable to connect to our device. Numerous calls have resulted in the same answer: "this is a known problem. Our technicians are trying to resolve it". The last time I called I was informed it should be resolved within 6 weeks. Now I'm told there is no time frame for a resolution. This happened last year as well. We just want the issue resolved!

    Business Response

    Date: 07/10/2024

    TiVo has worked with the customer to resolve the above inquiry. The customer has agreed that the matter is resolved as the error message is not showing up and her TiVo mobile app is working. Furthermore, the resolution has been established therefore we are closing this case.

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