Mitzi : Hello Randi, Thank you for contacting Comcast Live Chat Support. My name is Mitzi . Please give me one moment to review your information.
analyst Mitzi has entered room
Randi: My Issue: My Tivo is no longer receiving a signal from any cable channel as of today.
Mitzi : Hi Randi! How are you doing today?
Randi: Great, thanks.
Mitzi : Wonderful.
Mitzi : How's your new year going so far?
Randi: Pretty good, other than my cable TV not working.
Mitzi : I'm sorry to hear that you are having issues with your cable today, Randi.
Mitzi : Not to worry, I'm going to do everything I can within my means to resolve this with you.
Mitzi : My goal is to resolve your issue and ensure your complete satisfaction with Comcast.
Mitzi : For security purposes, may I please have the following: 1] Phone number on the account 2] Name on account
Randi: <edit>
Mitzi : Thank you so much for the information.
Mitzi : Kindly give me a moment while I verify your account.
Mitzi : While you are waiting why not check out Comcast Customer Central from either Comcast.com or Comcast.net and learn more about managing your account online. If you have any questions after we are finished, I'll be more than happy to answer them for you.
Mitzi : Thank you for patiently waiting.
Mitzi : May I know when did the issue start, Randi?
Randi: today. oddly enough, on the 1st of the year.
Randi: i was wondering if somehow my cable card that is in the tivo could have expired or something.
Mitzi : Well, are all TVs affected or just one?
Randi: i only have one. i also only have one tivo.
Mitzi : Does the TV have an image or is there no image?
Randi: the tv has an image. the image is the tivo screen. if i try to view a channel, a message pops up from my tivo that says "problem with the signal on this cable channel. trying again"
Randi: it never displays the channel.
Randi: it does this for all channels.
Mitzi : Thank you for those information as well.
Mitzi : May I know what kind of picture you are getting, please?
Randi: i just told you.
Mitzi : I mean, what color do you have there?
Mitzi : Sorry.
Randi: it never displays the channel.
Mitzi : Is it just a balck screen?
Mitzi : *black
Randi: it is a message.
Mitzi : Okay.
Randi: it doesn't show any channel if it has no signal.
Mitzi : Would you mind checking the wirings and connections for me if it is tightly fitted, please?
Randi: they are. i already checked this.
Mitzi : May I please have the serial number of the box that you are having issues with?
Randi: also, it worked just fine last night. i left, and when i came back it wasn't working. nothing has changed with the hardware.
Mitzi : It usually starts with MA,PK,PA,GI,SA or CS which can be found at the bottom of the box.
Randi: i don't have a cable box.
Randi: i have a tivo.
Randi: the tivo has a cable card somewhere inside it. the comcast technician installed the card inside the box.
Mitzi : Its okay.
Mitzi : What we are going to do now is to refresh the signal of your cable box by resetting it. Would that be fine?
Randi: ok... but i don't have a cable box.
Mitzi : Great.
Mitzi : In order to do so, I would just need for you to unplug and plug the power cord to the power outlet for about 30 seconds.
Randi: THIS IS NOT A CABLE BOX.
Randi: do you know what a tivo is?
Mitzi : Yes, Randi.
Mitzi : Your tivo does have its power outlet too, correct?
Randi: it's already been rebooted. I wanted to verify that it wasn't the tivo before contacting you.
Randi: it takes like 30 minutes to reboot.
Randi: i'm not rebooting it again.
Mitzi : Alright.
Mitzi : How about we try to correct your input, is that okay?
Randi: yes. that would be great.
Mitzi : Awesome.
Mitzi : Let me give you intructions on how to correct your channel input.
Mitzi : First, please press the TV button at the top of the Comcast remote.
Mitzi : Then locate the Input or TV/VCR button to the left of the zero on the number pad.
Randi: i don't have a comcast remote.
Randi: i have a tivo.
Mitzi : I mean, from your rehualr TV remote.
Mitzi : *regular
Randi: specifically, if you're looking at your internal knowledgebase articles, you might try searching for the Tivo Premiere XL. It requires no cable box. It only takes a cable card.
Randi: i have a sony receiver for input switching. i don't think that button is going to do what you want it to do.
Mitzi : You may want to try pressing the source/menu or hdmi button.
Randi: Also, because I'm seeing the Tivo menu screens just fine, that means it isn't a problem with my setup.
Randi: yeah. that's not going to fix it.
Randi: I can see my tivo. My tivo cannot get a signal. My input on my TV is fine.
Mitzi : Randi,
Mitzi : just a couple of reasons why you won't get a signal from your tivo.
Mitzi : Its either because of the connections, if the box or the tv is turned off or its because of the input.
Randi: sigh.
Randi: ok, so, I'm going to call comcast now and talk to someone. I'm also putting a log of this online and sending it to comcast in hopes that they will use it as a training opportunity.