Tivo V58 Errors
Early this morning all channels started saying Unauthorized with a V58 error.
Guides work fine but all channels are no longer authorized.
Support is clueless and wants to send a tech.
Any ideas? What could a tech do?
Forum Discussion
Thank you for the replies. Until today the Tivo has worked fine without a tuning adapter.
The Level 2 support tech arrived and knew exactly what was wrong . Cox made a change last night that made the tuning adapter mandatory. I was his third call for the exact same problem. The tuning adapter is now installed and he said that for some reason it can take up to 24 hours for it to upgrade its firmware from 1.4 to 1.8. Then the channels should return. Both chat support and the cable card support specialist had not been notified of the changes and were completely confused. If Cox had sent out a notice of the change they would have saved themselves a lot of service calls.
To help others who may have this issue, can you say what kind of cable card and tuner adapter you have now? Is it the Vecima HSC-1-H? Last, did the technician say what the change was and why you need a TA for any/all channels?
On the screen it just says Technicolor Cable Card
The Tuning adapter is a Vecima. The box says model TUN ADP V2. CH28CGRNN2VW.
It just flashes from Tuning Adapter to No Tuning Adapter over and over on the Tivo screen. He said that it will take 24 to 48 hours for it to update itself to the firmware that actually works and that even the ones on his truck come with the old firmware. He said that there are people at Cox that can force the tuning adapter update but the he could not do it. I think the change had something to do with moving all channels to SDV. I have his email if you would like to contact him.
First thing I would do is contact Cox and see if they still support cable cards in your area. I hear it was only a matter of time since Comcast and a few other ISP have already quit support. On the Cox CC support page, it says;
"Due to the evolving use of the Internet to view and transmit video programming, Cox must make network upgrades to ensure its programming remains secure. It may be necessary to contact the equipment provider for Cable CARD-ready devices to upgrade your device."
I read a couple posts about that is the error people started getting when the system shut down.
Second, Do you have the new tuner adapter? It's considered a high-split tuner adapter but I forget the manufacture. Begins with an "A". I know that it is needed in areas with 2Gbps service or that are considered mid-split. That would usually only cause a problem with premium and SDV channels, not all channels, so I think it may be the first thing. Fingers crossed for you.
Thanks for the response. The chat support was completely useless. He wanted to reboot my internet modem to fix a cable TV problem.
This is a Tivo Roamio with a Cox cable card. It has worked fine until today. I do not use a tuning adapter. Never needed. Have hard reset the Tivo and re-seated the cable card. Guides work fine but channels are not authorized when selected.
Cox here has not mentioned discontinuing cable card support.
Spent an hour on the phone with a "cablecard specialist". Also fairly clueless.
They want to dispatch a tech who will not have a new cable card.
This could be the final push to just go all streaming.
I thought you needed the tuner adapter to get what is called switched digital video (sdv) channels. these are channels that only broadcast when devices like the tuner adapter sends a signal to Cox to save on bandwidth. hopefully the moderator will be able to figure something out. if you learn that cable cards are no longer supported, please report back so others will know. also, if privacy allows, include what area you're in just in case they don't work in some areas.
I agree, COX phone and chat support is useless. a few months ago, when my issues all started, I spent OVER 3 hours on various chats with their overseas support that were reading scripts and did not listen to anything i had said. I had researched the issue and told them i know i need the new Vecima box to connect with my TIVO and Cable card. they supposedly were sending me the correct box, WRONG, they sent the smaller Wi-Fi streaming box that does not work with TIVO. went to the local store, and they were able to help (after 3 visits that day). I decided to up to the 2g for internet, tried it for 5 months and never got 2g connections, remained at 1g. last weekend took the 2g router back and downgraded. Deena at the store was very helpful, double check and said all services were showing good. Last night, out of the blue, i lose all channels (yet TiVo box still, works) getting the v58 error. Went to store today, they checked what they could and said try calling for Tier 3 support at 888.269.9693. i called, and get routed through Kimberly who is a Tier 1 person. asked for Tier 3, instead transfers me to Hector who is Tier 2, had me unplug everything again, told him i had already done this 3 times before calling, but will do it again as he needs it. Said not getting any signal and would need to schedule a tech to come out, but that will be a $100 fee. Told him no way was i going to pay a fee for something that was actually working fine until last night, and with no explanation, stopped. I agree, it sounds like it is time to move away from COX! The in store team are great to work with. Calling in, or chatting you just get sales pitches and the full run-around. I'm tired of being asked how my day has been, and such, just fix the issue. I don't have time for that amount of small talk when trying to fix an issue with their system. to add vinegar to the wound, after he tried to send a signal, now i get "Problem with the signal on this channel. Trying again. V53".
Cox support - please do not just respond as you typically seem to do on chats for the folks to email their contact info, so you can try sending a signal again. That is not fixing anything. Do not transfer me to Tier 1 or Tier 2 support, when I say I need Tier 3! I have worked in IT for more than 25 years now and actually do know quite a bit about connections and how things work. I do not need yet another person reading a script and not hearing what I say.
Irritated in Henderson, NV
Hello. I'm so sorry that you have had a poor experience getting support and that the issue is persisting. When the issue is with Cox equipment or the signal coming in, there is no charge for the tech visit when needed; however, there may be a charge if the issue is with customer-owned equipment. Our agents do have a process in place for consistency also. We would like to help with your concerns and are available by email if you would like us to assist. We certainly don't want you to feel this way and will do what we can to make this right. The V53 error can be a variety of issues, but we would need more information to address those issues. Thank you for taking the time to bring these concerns to our attention, we look forward to helping. You deserve for your voice to be heard and I'm happy to provide you with that option. You can reach us directly at Cox.Help@cox.com. Please include your full name, complete address, and a link to this post in your email. Thank you.
