Phone connection troubleshooting

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If you are having persistent trouble connecting to the TiVo service using your phone line, TiVo strongly recommends that you connect through a broadband connection instead. You can do this if you have a high-speed internet connection in your home (typically from DSL or a cable modem). Using a broadband connection eliminates the need for a phone line and allows you to access additional features not available when you connect using a phone line. For more on using broadband, go to How to connect a TiVo box to your network.

IMPORTANT: VoIP (Voice over IP) and digital PBX are not supported. If you are attempting to use VoIP or digital PBX to connect to the TiVo service, we recommend connecting to the TiVo service through your home network. While some customers have reported success with some VoIP providers (i.e. Comcast, Time Warner Voice, and AT&T U Verse), the analog modem in your box is not designed to work with digital services. For more information, see Information about Phone Lines.

If your box is having trouble connecting to the TiVo service, and you cannot use a broadband connection, try these tips:

  • If you are using DSL, see Troubleshooting for Phone Lines using DSL (below).
  • Many phone connection failures are temporary. Wait at least five minutes, then force a call to the TiVo service again: from TiVo Central, select Messages & Settings > Settings > Phone and Network > Connect to the TiVo service now.
  • Sometimes calls fail due to high volume during the hours of peak usage. Many of these types of failures resolve themselves if the call is repeated during off-peak hours. Try making the call again between 11 a.m. and 3 p.m. the following day.
  • Many issues will resolve themselves after several call attempts are made. However, if your phone connection continues to fail after several days, you may need to try some of the following troubleshooting steps to correct the problem.

Click a link for additional troubleshooting:

Phone call failure messages and codes

Call fails before dialing

Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected

Call fails while loading info

Troubleshooting phone lines that carry DSL

 

 

Phone call failure messages and codes

Troubleshooting steps depend on the status message received and the point in the connection process at which the call fails. For troubleshooting help:

1. Force a call to the TiVo service.

2. Watch the call progress screen, and note where in the process the call fails.

3. From TiVo Central go to Messages & Settings > Settings > Phone & Network. Note any message displayed next to “Last Status.”

4. Locate your status message in the table below.

5. Follow the links in the right hand column to find troubleshooting steps specific to the point at which the phone connection fails.

 

Code Status message Troubleshooting (based on when failure occurs)
N/A Configuring modem, please wait. Call fails before dialing
N/A Pending restart Software update will take effect after the box restarts. A restart will occur automatically at 2 a.m., or you can restart manually at any time.
N/A Preparing Call fails before dialing
P01 or C401 Unknown Error Call fails before dialing
Call fails before dialing

Call fails after dialing, but before connecting
Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected
P02 or C402 Organizing Error Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P03 or C403 Preparation Error Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P04 or C404 Phone Line Not Found Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P05 or C405 No Dial Tone Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P06 or C406 Unrecoverable Error Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P07 or C407 Could not connect Call fails while dialing or connecting, or while connected
P08 or C408 Service not answering Call fails after dialing, but before connecting
Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected
P09 or C409 Service unavailable Call fails after dialing, but before connecting
Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected
P10 or C410 Call interrupted Call fails after dialing, but before connecting
Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected
P11 or C411 Problem downloading messages Call fails after dialing, but before connecting
Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected
P12 or C412 Phone in use Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P13 or C413 Problem getting account status Call fails after dialing, but before connecting
Call fails after dialing, but before connecting

Call fails while dialing or connecting, or while connected
P14 or C414 Modem not responding Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P15 or C415 No Dial in Number Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P17 or C417 Negotiation error Call fails while dialing or connecting, or while connected
P18 or C418 Configuration error Call fails while dialing or connecting, or while connected
P19 or C419 Modem error Call fails before dialing
Call fails before dialing

Call fails while dialing or connecting, or while connected
P20 or C420 Could not set clock Call fails while dialing or connecting, or while connected
S01, S301, or D01 Expanding Data Call fails while loading info
S02, S302, or D02 Preparing Data Call fails while loading info
S03, S303, or D03 Loading Series Call fails while loading info
S04, S303, or D03 Indexing Shows Call fails while loading info

 

 

Call fails before dialing

If the TiVo box is preparing to make a phone connection and fails, one of the following messages will display:

    Failed - Unknown Error (P01 or C401)

    Failed - Organizing Error (P02 or C402)

    Failed - Preparation Error (P03 or C403)

    Failed - Phone In Use (P12 or C412)

    Failed - Modem Not Responding (P14 or C414)

    Failed - No Dial-In Number (P15 or C415)

    Failed - Modem Error (P19 or C419)

If the error is Failed - No Dial-In Number, go to How to set up a phone connection for help selecting a dial-in number.

If the error is Preparing, please note that your box may remain in the “Preparing” state for several hours - or longer if the box has been unable to connect for several days - and that this is a normal step in the process of connecting to the TiVo service. The box is not using the phone during this process; rather, it is performing maintenance operations, like clearing out old program data, and preparing to receive new information. When the process is completed, the regular connection will continue. In the meantime, you can continue to use your box as you normally would.

For all other errors, or if the box has been in the “Preparing” state for over 24 hours, powercycle the box by unplugging both the phone cord and the power cord from the back of the box. This will release the phone line and reset the modem. Wait at least 15 seconds, and then reconnect both cords. After the box completes its restart, try to connect to the service again.

 

Call fails after dialing, but before connecting

If the TiVo box fails while attempting to connect to the TiVo service, one of the following messages will display:

    Failed - Unknown Error (P01 or C401)

    Failed - Unrecoverable Error (P06 or C406)

    Failed - Service Not Answering (P08 or C408)

    Failed - Service Unavailable (P09 or C409)

    Failed - Call Interrupted (P10 or C410)

    Failed - Problem Download Messages (P11 or C411)

    Failed - Problem Getting Account Status (P13 or C413)

If this is the first time you have noticed a failed phone connection, it is best to simply wait a few days and allow the box to continue to make its automatic connections to the TiVo service.

If you continue to have problems:

1. Powercycle the box by unplugging both the phone cord and the power cord from the back of the box. This will release the phone line and reset the modem. Wait at least 15 seconds, and then reconnect both cords.

2. Test your connection to the TiVo service: go to TiVo Central go to Messages & Settings > Settings > Phone and Network > Test Phone Connection. If the test connection fails, continue with Step 3.

3. Check the Phone Dialing Options.

1. From TiVo Central, select Messages & Settings > Settings > Phone and Network > Change Phone Settings.

2. Verify that the Phone Availability Detection option is set to Off (the default). You may have a low voltage phone line, which may prevent the box from detecting the dial tone even if the Phone Availability Detection option is set to On.

3. Check the Set Call Waiting Prefix setting. If you do not have call waiting, verify a call waiting prefix is not entered. If you do have call waiting, set the call waiting prefix to *70, (star seven zero comma). To enter a comma, press PAUSE, and to enter a star press CLEAR. Press SELECT to accept the setting. You will then be prompted to test the connection.

4. Check environmental factors that may interfere with your box's phone connections. It is possible that any one of these devices is malfunctioning, so it is very important to rule out these devices for testing purposes.

    Phone cord splitters. If a phone cord splitter is being used, try removing the splitter and connecting the shortest phone cord possible directly to the wall jack.

    Clean dial tone. To verify that the wall jack gets a clean dial tone with no static, plug a phone into the wall jack that the box uses and listen to the line. If there is no dial tone or there is static, contact your telephone service provider.

    Other phone devices such as cordless phones, caller ID boxes, answering machines, wireless phone jacks or any other device connected to the same phone line anywhere in the house may interfere with the box's phone connections. Try disconnecting all of these devices from the line and test your connection to the TiVo service. If the test connection succeeds, reconnect the devices one at a time and make test connections after each one to determine which device is interfering with the box.

    Non-analog phone lines. The box must be connected to an analog phone line. VoIP phone lines and digital PBX phone systems are not supported. (PBX systems are usually used in offices or hotels, not in homes.) Connecting the box to a PBX system may damage the box. For more information, see Information about phone lines.

    A/V systems. Make sure the audio cables are not in close proximity to phone lines.

    Microwave ovens can put out an electromagnetic field that interferes with the quality of the phone signal.

    Baby monitors can interfere with phone calls.

    Gate release system, such as those used in an apartment complex or gated community, may interfere with phone calls. Try testing your connection to the TiVo service at off-peak hours when the gate release system is less likely to be in use.

    Electric fences can interfere with phone calls by acting like a huge electromagnet, causing line noise, and voltage fluctuations. If you can turn off the electric fence, try testing your connection to the TiVo service with the fence turned off.

    Home security systems send signals to test the phone line and may interfere with the box's phone calls. Check the settings of your security system and, if possible, lengthen the intervals at which it checks the phone line to reduce the likelihood of such interference.

    Voltage fluctuations on the phone line may be interfering with phone calls and may eventually damage the box's modem. Many customers report success when using wireless modem jacks. However, we cannot guarantee that all customers will be able to connect using a wireless modem jack. For more information, go to Information about wireless modem jacks.

5. Try using a shorter phone cord. Longer phone cords can degrade your phone signal.

6. Try a different dial-in number. For more information, go to How to set up a phone connection.

 

Call fails while dialing or connecting, or while connected

NOTE: Several of the steps below will ask you to make a connection to the TiVo Service. To make a connection: From TiVo Central go to Messages & Settings > Settings > Phone & Network > Connect to the TiVo Service Now.

If the box fails to connect TiVo service while dialing or connecting, if it the call fails while the box is connected to the service, one of the following messages will appear:

    Failed - Unknown Error (P01 or C401)

    Failed - Organizing Error (P02 or C402)

    Failed - Preparation Error (P03 or C403)

    Failed - Phone Line Not Found (P04 or C404)

    Failed - No Dial Tone (P05 or C405)

    Failed - Unrecoverable Error (P06 or C406)

    Failed - Could Not Connect (P07 or C407)

    Failed - Service Not Answering (P08 or C408)

    Failed - Service Unavailable (P09 or C409)

    Failed - Call Interrupted (P10 or C410)

    Failed - Problem Download Messages (P11 or C411)

    Failed - Phone In Use (P12 or C412)

    Failed - Problem Getting Account Status (P13 or C413)

    Failed - Modem Not Responding (P14 or C414)

    Failed - No Dial-In Number (P15 or C415)
    (Go to How to set up a phone connection.)

    Failed - Negotiation Error (P17 or C417)

    Failed - Configuration Error (P18 or C418)

    Failed - Modem Error (P19 or C419)

    Failed - Could Not Set Clock (P20 or C420)

To resolve these issues:

1. Verify that the phone line is securely connected to the back of the box and to a working wall jack.

2. Powercycle the box by unplugging both the power cord and the phone cord. This will reset the modem. Wait at least 15 seconds, and then reconnect both cords.

3. Test your connection to the TiVo Service. If the connection fails, proceed to Step 4.

4. Go to the Phone Dialing Options screen: from TiVo Central, select Messages & Settings > Settings > Phone & Network > Change phone settings. After you change one or more of the Dialing Options listed below, test your connection to the TiVo Service.

5. Check the Dial Prefix setting. If you need to dial a number, such as 9, to get to an outside line, verify that the number is entered here, followed by a comma (press the PAUSE button to enter a comma). Each comma entered inserts a two-second pause. More than one comma may be necessary to insert the appropriate pause between the dial prefix and the dial-in number.

NOTE: If you have voicemail system that gives a stutter tone (a short series of beeps) when you have a new voicemail, add two commas to the dial prefix to allow your box to pause for the stutter tone before dialing. Press the PAUSE button on your remote control to enter each comma.

6. Check the Call Waiting Prefix setting. If you have call waiting and you already entered a call waiting prefix, verify that it is followed by a comma (press the PAUSE button to enter a comma). This adds a two-second pause to allow for confirmation tones before dialing. You may also wish to try removing the call waiting prefix entirely and making another test connection.

7. Set Dial Tone Detection and Availability Detection. Set both of these settings to Off and make a test connection. Try the different combinations of Dial Tone Detection and Availability Detection settings to determine which of these settings can be turned on.

NOTE: If Dial Tone Detection and Availability Detection are both turned off, the box will pick up the phone and start to dial without checking to see if the phone line is in use. As a result, you may occasionally hear something that sounds like a FAX machine or computer modem interrupting your phone calls. We recommend that at least one of these settings be turned on to avoid this.

8. Select Tone/Pulse Dialing. Most phone lines use tone dialing. If you hear a series of clicks instead of tones when you dial a phone number, you have a pulse phone line, and you should change this setting to “Pulse.”

9. Verify or change your Dial-In Number’s format. It is possible that you may now be required to dial the area code plus the phone number instead of just the phone number. You can test this by changing your dialing format and then making a test connection.

1. Highlight Dial-In Number and press SELECT.

2. Enter your Area Code and press SELECT.

3. If you see the Update Numbers screen, press SELECT to begin the Update Numbers call. If the Update Numbers call fails, use the Local Dial-In Numbers tool to find a list of local dial-in numbers in your area.

4. The number you are currently using has a checkmark next to it. Highlight that number and press SELECT.

5. The Dialing Format screen allows you to choose how your box dials the phone number: Just the seven digits, Area Code first, or 1 + area code first. If the Just the seven digits option has a checkmark next to it, highlight one of the other two options and press SELECT. Follow the onscreen instructions to make a test call. If the test call fails, try the third dialing format option.

6. If none of the dialing formats work, proceed to Step 10.

10. Select a different Dial-In Number. It is possible that the dial-in number you selected is temporarily busy or no longer available.

1. Select a different dial-in number from the list.

2. You will be prompted to test the connection. If the test fails, try a different number.

11. Try entering one of the local dial-in numbers as the Dial Prefix.

1. Return to the Phone Settings screen.

2. Highlight Dial Prefix and press SELECT.

3. If you need to dial a number, such as 9, to get to an outside line, verify that the number is entered, followed by a comma. (Press PAUSE to enter a comma.) Then enter the dial-in number, followed by two more commas. Press SELECT when finished.

4. You will be prompted to test the connection. If the test fails, repeat the previous step with a different number from the list. If none of the numbers is successful, proceed to Step 12.

12. Check environmental factors that may interfere with your box's phone connections. It is possible that any one of these devices is malfunctioning, so it is very important to rule out these devices for testing purposes.

    Phone cord splitters. If a phone cord splitter is being used, try removing the splitter and connecting the phone line directly to the wall outlet.

    Clean dial tone. To verify that the wall jack gets a clean dial tone with no static, plug a phone into the wall jack that the box uses and listen to the line. If there is no dial tone or there is static, contact your telephone service provider.

    Other phone devices such as cordless phones, caller ID boxes, answering machines, wireless phone jacks or any other device connected to the same phone line anywhere in the house may interfere with the box's phone connections. Try disconnecting all of these devices from the line and test your connection to the TiVo service. If the test connection succeeds, reconnect the devices one at a time and make test connections after each one to determine which device is interfering with the box.

    Non-analog phone lines. The box must be connected to an analog phone line. VoIP phone lines and digital PBX phone systems are not supported. (PBX systems are usually used in offices or hotels, not in homes.) Connecting the box to a PBX system may damage the box. For more information, see Information about phone connections.

    Gate release system, such as those used in an apartment complex or gated community, may interfere with phone calls. Try testing your connection to the TiVo service at off-peak hours when the gate release system is less likely to be in use.

    Electric fences can interfere with phone calls by acting like a huge electromagnet, causing line noise, and voltage fluctuations. If you can turn off the electric fence, try testing your connection to the TiVo service with the fence turned off.

    Home security systems send signals to test the phone line and may interfere with the box's phone calls. Check the settings of your security system and, if possible, lengthen the intervals at which it checks the phone line to reduce the likelihood of such interference.

    Voltage fluctuations on the phone line may be interfering with phone calls and may eventually damage the box's modem. Many customers report success when using wireless modem jacks. However, we cannot guarantee that all customers will be able to connect using a wireless modem jack. For more information, see Information about wireless modem jacks.

13. Try using a shorter phone cord. Longer phone cords can degrade your phone signal.

 

Call fails while loading info

If the connection fails after it has downloaded data, then the error is related to a failed service connection rather than a problem with your phone line. One of the following messages will display:

If this is the first time you have noticed a failed service connection, it is best to simply wait a few days and allow the TiVo box to continue to make its automatic connections to the TiVo service. Sometimes connections fail. This can happen for a variety of reasons that may not indicate a problem with the box or the TiVo service.

If you are seeing this failure message during Guided Setup, particularly when connecting using a phone line, try waiting until off-peak hours (after 11:00 PM or before 3:00 PM local time) to complete Guided Setup.

 

Troubleshooting phone lines that carry DSL

Your DSL service may be preventing the TiVo box from placing calls. The following steps may correct the problem:

1. Connect the box to the phone line using a DSL filter. If you do not have a DSL filter, you should consider purchasing one, especially if you notice static or noise on your phone line. You can purchase a DSL filter from your DSL service provider, or from an electronics store.

2. If the phone line you use to connect to the TiVo service uses a dual input DSL filter, verify that the TiVo box phone line is connected to the phone port and not to the DSL modem port on the filter.

3. If you have more than four DSL filters plugged into your phone system, disconnect a few and make a test connection. DSL filters have a cumulative dampening effect on the phone system, and having too many can interfere with the box’s phone connection.

4. DSL interference might be causing the problem. There are a few things you can try to minimize this interference:

  • Connect to the TiVo service using a broadband connection. If you have a high-speed internet connection in your home (typically from DSL or a cable modem) then you can connect to the TiVo service using broadband. Using a broadband connection not only eliminates the need for a phone line, but will also allow you to access additional features not available when you connect using a phone line. For more on using broadband, see How to connect a Tivo box to your network.
  • Request that your DSL provider ensure that the voice side of your connection is capable of handling data traffic, or reinstall your DSL line so that there is at least one jack on your line that does not have DSL. Then connect the box to that jack.
  • Install a second phone line for the box and other analog phone calls, such as voice, fax, and dial-up modem connections.

 

Need additional assistance? Chat with a TiVo representative.

To get help from other TiVo users, visit the TiVo Help Forums.

 

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