TiVo Support Information

Overview

GCI TV powered by TiVo is similar to the retail TiVo system, but with GCI you receive options for GCI’s VOD, Pay Per View, free installation and there’s no equipment to buy!

GCI TV powered by TiVo is available in Anchorage, Barrow, Chugiak, Cordova, Eagle River, Eielson AFB, Fairbanks, Fort Wainwright, Girdwood, Homer, JBER, Juneau, Kenai, Ketchikan, Kodiak, Nome, North Pole, Mat-Su, Palmer, Petersburg, Seward, Sitka, Soldotna, Valdez, Wasilla, & Wrangell.

YouTube Videos

TiVo has YouTube videos describing some of the main features of TiVo.  Please note that the videos reference the retail TiVo service, there are some sections which do not apply to GCI TV’s powered by TiVo service. Click on the video title you would like to view.

  • Basic DVR Functions
    • Disregard the section labeled “CableCARD”, your GCI device already contains a CableCARD
  • Advanced DVR Functions
    • Disregard the section labeled “Antenna Friendly”, your GCI TiVo will connect via GCI video network
  • Web Features
    • GCI TV powered by TiVo does not have access to Hulu Plus, or Rhapsody Music Service.  It does have GCI Video On Demand, Pay Per View, and possible access to the Music Channels.
    • Please be aware when using the Web Features described in this short video, you will be connecting to the Internet and using your Internet usage. If you exceed your data usage, additional charges may be incurred.
    • The reference to TiVo.com is a good reference site, however you will not manage your billing account with TiVo, please contact GCI Customer Service if you have account questions. If you need assistance please contact GCI Technical Support, which is open 24/7, 365 days a year.
  • TiVo Stream
    • The TiVo stream is an additional piece of equipment you will need to add to your network. Please contact GCI Customer Service if you would like to add a TiVo Stream to your home network.
    • You will need a Wi-Fi router connected to your TiVo network. The Wi-Fi router allows your iOS device to talk to the TiVo network. When this video referrs to “Shows” it means Television shows, not movies, such GCI VOD.
    • This video is referenced on your iOS device as Tutorial, after completing the TiVo Stream setup.
    • At this time Android devices can not use the TiVo Stream, only iOS smartphone devices currently function with the TiVo Stream.
  • TiVo App iPad
    • A similar app is with same functionality is available for Android devices from the Google Play Store or Amazon for Kindle Fire.

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Common Support articles, issues

Referenced below is information with links to TiVo Support articles. In many cases these articles may answer questions or concerns with your TiVo setup. You may also go to the TiVo (http://support.tivo.com) site to search for additional articles. If you need further assistance, you may call GCI Technical Support 24/7, 365 days a year.

Issue Suggested Support Article 1 Suggested Support Article 2
Basic Support Articles for TiVo http://tivo–tst.custhelp.com/app/answers/list/c/105
Parental Controls Found in Settings & Messages, this feature enables you to specify which TV and movie ratings will require a four-digit access code.
Unable to connect to local network How to connect a TiVo box to your network General network troubleshooting tips
DVR is freezing randomly My DVR is frozen on an image from live TV, a recording, or a TiVo screen My DVR is stuck on a ‘Wlecome’ or ‘Almost There’ screen
High Definition Menus versus Standard Definition Menus
Remote Control My Tivo box does not respond to my TiVo remote control How do I perform a global reset for my remote control? 
Channels missing from lineup Channels missing or incorrect in Live Guide
No video displayed from DVR Blank Screen with no video or text Audio and video troubleshooting
PC (TiVo Desktop Application) TiVO Desktop for PC: Troubleshooting TiVo Desktop Plus for PC Troubleshooting
No Program Guide Data Make a Service Connection, Program Info is Running Low or Program Info Has Run Out message I received an ‘Organizing Program Guide Data, Pick Programs to Record Will be Available in 4 -8  hours’ message
Multi-Room Streaming / Viewing Multi-Room Streaming
Record Shows How do I create a Season Pass?  How do I set up a manual recording?
Unable to connect to TiVo Service How do I force a connection to the TiVo service? Network error messages
How Do I (How To)
DVR Rebooting My DVR keeps turning off My DVR reboots whan a CableCARD is inserted
Feature Request How Can I Request a New Feature?
DVR stuck on starting up My TiVo DVR is stuck on a ‘Welcome’ or ‘Almost There’ screen My DVR is suck on a green screen with a severe error message.
Garbled Audio My audio and video are out of sync Audio and video troubleshooting
Season Pass How do I create a Season Pass?  What is the Season Pass Manager and how do I change the priority of repeat recordings? 
VOD access and setup GCI VOD -Please Call GCI Technical Support       1-800-800-4800
Non-GCI VOD access and setup Amazon VOD YouTube VOD
Call Letters / Channels numbers are wrong Channels missing or incorrect in Live Guide
Guide How do I change the Display / Guide options in the Program Guide? 
DVR is slow to respond to commands My Tivo box does not respond to my TiVo remote control
TiVo Suggestions What are TiVo Suggestions and how do I control them? TiVo Premier Disk Space Meter readings and TiVo Suggestions
Frozen Video Only My DVR is frozen on an image from live TV, a recording or a TiVo Screen.
No Audio I can hear TiVo sounds, but I am unable to hear live TV sounds Audio and video troubleshooting
Program Descriptions Incorrect My CableCARD channels and Gudid do not match
Macroblocking /Titling/Pixelation Troubleshooting digital cable signals on HD TiVo boxes Audio and video troubleshooting
HDMI HDCP issue -Viewing not permitted Message: Tivo box is displaying “Viewing is not Permitted” – Call GCI Message: Tivo box is displaying “Viewing is not Permitted” 
Blue Screen or searching for Signal I see a “Searching for Signal” screen or a blue screen with a TiVo logo
Cosmic or loose parts / rattling Why does my DVR make noise?
Music and Photos How to view photos from your PC or Mac
Remote Scheduling Online scheduling with Find TV shows TiVo Mobile
iPad /iPhone Information TiVO App for Ipad Troubleshooting TiVo App for iPhone/iPod Touch Troubleshooting
Android Information TiVo App for Android phones and 7-inch Tablets Troubleshooting
Stuck on Green Screen with text My DVR is stuck on a green screen with a severe error message DVR Expander Troubleshooting
Video Pauses momentarily / stuttering My DVR is frozen on an image from live TV, a recording or a TiVo Screen. Audio and video troubleshooting
Search for Shows How to search by title (and more)! Using Wishlist Searches
Can’t find show Using WishList Searches
Advertising /Showcases What are Showcases? Can I monitor Showcases with KidZone or Parental Controls?
More on Showcases Do video clips in Showcases and TiVo Promotions take away from my recording time.
Adding an additional Hard Drive How to increase recording capacity on your TiVo box DVR Expander Troubleshooting
Not responding to Remote Control My Tivo box does not respond to my TiVo remote control How do I perform a global reset for my remote control? 
WishList Using WishList Searches My WishList programs are not being recorded
WishList Continued How do I delete a WishList Search How do I record a playoff series?
Service Connection fails while loading information Service connection failed errors

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