I have been with Tivo since 2000 and have been a satisfied customer thru out. I have had both lifetime and monthly. Have added and removed/sold Tivos without any problems in the activation process. Until now...My wife has been using a two tuner Premier and wanted to upgrade to a Roamio four tuner. Her plan is monthly at $12.99 so we contacted Tivo and inquired for the best way to move this plan to a new Roamio. The agent said we had to buy the Tivo from Tivo directly and they would ship it unactivated so my wife could keep using the Premier until the new Tivo arrived. Then, they said, when it arrives contact Tivo and they will swap the TSN and the Premier would be deactivated and the Roamio activated. I called Tivo yesterday (Nov 29th) in the morning and the agent confirmed everything and put it into the system which promptly generated an error. She told me that the process would have to be escalated and done by someone in another department. Apparently their system sometimes has a problem when swapping plans via a TSN switch. She said that someone would get back to me. I waited all day and then called again. The next time I called the agent I spoke to could not access my account as their computers were in an update process and account info was not available. However, he did say as soon as they were back up he would call me again which he did 3 hours later. He explained that this kind of problem happens but very rarely. Did not make me feel better to know I was part of an elite group of people.:mad:He then said the fastest way was to just cancel the Premier and then activate the Roamio at the same rate. I said great lets do that. So, he put me on hold, several times. He eventually came back and said he could not do it that way since the Premiere was still under contract until January. I explained that I bought the unit from them in Nov 2011 and the contract was up in Nov 2012. No I was wrong..In Jan 2012 I got a $2 monthly price cut from $14.99 to $12.99 and that automatically renewed a one year commitment. He said he has to let the TSN switch go thru the system until another department sees it and does a manual swap. Could take 2-3 business days. In the mean time the Roamio is a brick and I fortunately did not swap cable card from the Premiere to the Roamio. It is very frustrating because all I can do is wait until at least Wednesday for them to do something. Meanwhile I ran guided setup just to do something with it. I hope this gets resolved without any more problems. Tivo has made this more complicated then needed. They used to allow you to change TSN via their website. Now you have to go thru them and this only adds another level of complexity.
Has anyone else run into this kind of a problem before?
Has anyone else run into this kind of a problem before?
