Support Article

UPDATED: September 8, 2008

This symptom may be caused by one or more issues outside of TiVo’s control. Telephone service providers will occasionally upgrade or change settings on their phone system. These changes within the phone systems may cause the TiVo to have difficulty connecting to the TiVo service.

Additionally, recent weather related incidents within the United States may cause several major phone providers to have reduced capacity for their phone systems. This has caused the TiVo to have bandwidth and connectivity problems.

If you are having difficultly connecting or are running out of Guide Data using a phone connection, try the following troubleshooting steps. If an attempt to connect is made, a "P10 - Connection Interrupted" error may occur and in some cases, a “Test Connection” will work fine.

NOTE: If a broadband connection is available in your household, we strongly recommend you use it to connect your TiVo to the Internet. This will allow your TiVo to connect without your phone line. In addition, you’ll get some exciting advanced broadband features.

Step 1 - Try to use a different local number.

Step 2 – If you are using DSL, verify that you have a DSL Filter connected.

Step 3 – Disconnect the TiVo power cord and leave the TiVo off for at least 30 seconds. Disconnect the phone cord from the TiVo and the wall jack. After 30 seconds, reconnect the phone and power cords and turn the TiVo back on. Try connecting to the TiVo service again.

Step 4 – During the start-up sequence, set the Phone Availability Detection setting to OFF.

Step 5 - Set the Dial Tone Detection setting to OFF.

Step 6 – Disable the call waiting prefix if enabled. If this does not fix the issue, restore the original settings which had allowed successful connections in the past.

Step 7 - Add any necessary dialing prefixes as required for your local area.

Step 8 - Change the dial-in formats. Try using a 7, 10 or 11 digit dial-in format.

Step 9 - Disconnect all phone devices from the line you’re using for the TiVo connection.

Step 10 - If possible, try connecting with and without a splitter.

Step 11 - If possible, try a different phone cord and jack to verify they have not been damaged.

If these troubleshooting steps still do not resolve the issue, contact TiVo Customer Support.