What do I do if my TiVo device is having trouble connecting to the network?

If your TiVo® device is having trouble connecting to the network, there are a few things you can try before contacting us. Please follow the steps below.

Good to know: If you have a received an error message on your TiVo device, please refer to our articles on TiVo errors for more specific options on common codes.

Step 1: Ensure there is no outage in your area.

Check the Reported Outages page to see if you may be affected by an outage (see Residential or Business outages).

Step 2: Check that all your cables are securely connected.

Verify that the coax cables connecting from the wall to your main TiVo PVR and any affected Minis are securely connected at both ends. Also, check that the coax connection from your modem to the wall is secure.

Good to know: If you've moved your TiVo box to a new outlet recently and it's no longer connecting, the outlet may not be connected to your TiVo network. If you would like to activate this outlet, please contact customer service.

• If you’re a Residential customer, contact us here.
• If you’re a Business client, contact us here.

Step 3: Test your Internet connection using another device.

Using your home computer or any other Internet-enabled device, try connecting to the Internet using your home network and visit a website or connect to an online service.

• If your Internet connection is working on certain devices, the problem may be isolated to a particular device.
• If you aren’t able to get online with any device in your home, there may be an issue with your Internet service.
• For more detail, please refer to our article on Internet troubleshooting.

Step 4: Power down and reconnect all devices (Mini issue only).

If your Mini is unable to access your main PVR, powering down all devices and reconnecting them in order can reestablish your TiVo network.

1. Unplug the power from your main PVR and the affected Mini.
2. Unplug the power from your modem for a few seconds and reconnect (if it's a phone modem with a battery, you'll also need to unplug or remove the battery).
3. Once the modem is back online, reconnect power to the main PVR.
4. Once the main PVR is fully powered back on, reconnect power to the Mini.

Step 5: Restart the affected TiVo device.

1. Press the TiVo button on your remote.
   
   
2. Select Menu.
3. Select Help.
4. Select Restart Box.
   
   
   
5. Confirm the box reset by pressing the thumbs down 👎 button 3 times, then pressing Enter. Your TiVo box will shut down for 3 to 5 minutes.

Good to know: If you’re unable to restart your TiVo PVR or any TiVo Minis from the TiVo menu, you can also restart them by unplugging the power for 10 seconds then reconnecting.

Step 6: Test the Internet connection twice on your TiVo PVR.

Note: This is only required on the main TiVo PVR and not on the affected Minis.

1. Press the TiVo button on your remote.
2. Select Menu.
3. Select Settings.
   
   
   
4. Select Network Settings.
   
   
   
5. Select Network Troubleshooting.
   
   
   
6. Select Internet Connection.
   
   
7. Repeat step 6 to perform a second test.

If you’ve followed all the steps above and your TiVo device still won’t connect to the network, please contact technical support.

• If you’re a Residential customer, contact us here.
• If you’re a Business client, contact us here.