TiVo Support

TiVo^® from Wave provides you with the ultimate TV Experience. You always get TV you’ll love wherever you are. With TiVo you will be able to record up to six shows at once, watch live TV or recordings on tablets and smart phones, get instant recommendations for what to watch, get full DVR control in every room of your home, and much more.

The Wave TiVo Service lets you record up to six shows at once.

TiVo DVR allows you to store up to the equivalent of 1,000 30-minute shows in SD format or 300 30-minute shows in HD.

Yes. With our TiVo service you can watch TV On Demand programming, and easily search or browse TV On Demand using the Search and Browse features.

Yes, you can watch a show as it is being recorded. You can also watch any show from the My Shows list while other shows are being recorded.

Note: To watch live TV on your TiVo Mini*, you must be connected to a host TiVo DVR, and that host TiVo DVR must be set up to allow live TV on your TiVo Mini.

We offer a wide range of parental controls to block specific channels or ratings. You can also set a pin to prevent Video On Demand (VOD) purchases.

The TiVo DVR from Wave is similar to the retail TiVo Roamio. The main benefit of the TiVo DVR from Wave is that there is no upfront cost and it is fully integrated with Wave On Demand, bringing you the latest hit shows and movies. You also have the benefit of Wave’s 24×7 technical support and should your TiVo DVR fail to work, we will replace it.

Yes. Most retail TiVo devices will work with the TiVo Service from Wave.

If your existing devices are not MoCA capable you may not be able to share recordings between your existing DVRs and the TiVo Service from Wave.

Yes. TiVo provides the ultimate multi-room DVR experience through the use of TiVo Mini* receivers. By adding a TiVo Mini to additional TVs in your home, you will get full DVR control (FF, Pause, RW, Record, play back) on every TV. Plus, you will also have access to all of the amazing TiVo features that you get on your main TV set.

TiVo Minis* are receivers that you can put on additional TVs extending your TiVo experience throughout your home.

Minis have full DVR control so you can manage your recordings and watch live TV or stream shows from any other TiVo DVR on your network.

The TiVo Central screen is the starting point for just about everything you do with your TiVo DVR from Wave. From the TiVo Central screen, you can see a list of all the shows you’ve recorded, find new shows to watch, explore great Video On Demand choices, and more.

To get to the TiVo Central screen from live TV or any TiVo screen, just press the TiVo button at the top of your TiVo remote control.

From the central screen you can access the following:

• Video Window located in the upper right corner of the TiVo Central screen and most other TiVo menu screens, unless you choose to turn it off or temporarily hide it. The Video Window continues playing the show you were watching when you entered the TiVo Central screen.
• Discovery Bar is the bar of thumbnail images across the top of the TiVo Central screen and many other TiVo menu screens. What you’ll see in the Discovery Bar depends on you! Often, the Discovery Bar displays ideas for shows you might like based on what shows you record and mark as your favorites.
• What to Watch Now sorts through all of your channels and video provider offerings to show you a list of what’s available right now. Choose from popular live TV shows, live sports events, movies, TiVo Suggestions, and more! Just select What to Watch Now to get started. You can also select What to Watch Now from your My Shows list.

All the shows recorded by your TiVo DVR from Wave, including downloaded shows, appear in the My Shows list. To get to the My Shows list from any menu screen or from live TV, just press the TiVobutton twice. (Just press it once if you’re already on the TiVo Central screen.)

Highlight any title in My Shows (even a show that’s still recording) and press the PLAY button to play the show from the beginning, or to resume playing from where you left off.

To delete an individual show or a group, highlight the show or group name and press the CLEARbutton. Highlight a title and press SELECT to open an information screen, where you’ll be able to play, delete, or view more information about the show.

A small bar underneath the words “My Shows” on the My Shows screen lets you see how much space you have available for new recordings on your TiVo DVR from Wave. If you don’t want to see the amount of space used, press the A button.

Search by show title, episode title, show description, or person name (actor, director, etc.). The TiVo searches upcoming TV shows and movies, web videos, and Video On Demand offerings all at the same time. You can even search for a particular channel by its network name or call sign (such as NBC or ESPN).

1. From the TiVo Central screen, select Find TV, Movies, & Videos, then choose Search.
2. Use the letter grid to spell out the title, person, or word you’re looking for. Press the arrowbuttons to move around, and then press the SELECT button on each letter you want. As you select letters, a list of possible matches sorted by popularity appear on the right.
3. Keep selecting letters until you see what you’re searching for. If you make a mistake, you can press the CLEAR button to erase everything, or the REWIND button to erase one letter at a time. Insert a space by pressing the FAST FORWARD button.
4. Use the RIGHT arrow to highlight the show or person’s name, and press the SELECT button to view the information screen.
5. Select Get this show to record the next showing or to set up a Season Pass recording. From the information screen, you can also view upcoming episodes, learn more about cast members, and access bonus features!

You can always record the show you’re watching—just press the RECORD button while watching any tuner. Then select Record this showing > Season Pass & other options or Explore this show for more choices.

On the TiVo DVR, up to 30 minutes of the current channel’s broadcast is always being saved, even when you’re not recording. When you change channels, the TiVo DVR clears the saved portion and starts saving again on the new channel. So, if the saved portion is important to you, either record the program or switch tuners instead of changing the channel.

To record the saved portion in addition to the rest of the program, choose Record this showing.

You can stop recording in either of two ways: press the RECORD button in live TV, then choose Stop the current recording. Or, from the My Shows list, chose a title that’s currently recording, then choose Modify recording then choose Stop recording.

The To Do List shows all your scheduled recordings and lets you change recording options or cancel recordings. The Season Pass Manager prioritizes all your repeat recordings and lets you manage conflicts and set options.

To view the To Do List, from the TiVo Central screen, choose Manage Recordings & Downloads, then choose To Do List. You’ll see a list of all shows scheduled to record in the next two weeks or so. Highlight any show and press the SELECT button to see available options.

To cancel a recording, just highlight the show title on the To Do List and press the CLEAR button.

To delete a show or entire folder of shows, simply select what you want to delete from the My Showsfolder and press the Clear button on the bottom of your remote.

If you or someone accidentally deleted a program, you can recover it by navigating to the bottom of the My Shows folder and select the Recently Deleted folder. Select the show you want, and recover it.

From the TiVo Central screen, choose Settings & Messages > Settings > Parental Controls. (Or, select the padlock icon from the large info banner.)

The padlock icon in the info banner shows the current state of Parental Controls.

Off No password or controls are set. The icon is dim and unlocked.

On Password and controls are set. The icon is bright and locked.

Temporarily Off Controls are set but turned off. The icon is bright and unlocked.

Once Parental Controls are on, you must enter your Parental Controls password to change any Parental Controls settings.

The GUIDE button on your TiVo remote displays up to two weeks of TV programming. You can choose to display the guide as a grid, or use the TiVo Live Guide. When you’re viewing the guide, press the A button to display Guide Options and choose the view you want.

With TiVo, you can take your shows with you. Easily stream shows from your TiVo DVR to another TiVo DVR or TiVo Mini* — even to your favorite mobile device. And with TiVo Desktop Plus (available from tivo.com) you can stream shows to your PC or Mac.

Note: You can extend your TiVo experience into other rooms in your home with the TiVo Mini. The TiVo Mini lets you watch live TV and stream shows from any other TiVo DVR on your network.

You can also easily stream or transfer shows to your iPad or other mobile device using the TiVo app! Download the free TiVo app from the App Store or Google Play. For more information on this and many other features, go to tivo.com/howto.

Bonus: The TiVo app also lets you schedule recordings, control live TV, search for shows and more, right from your mobile device!

If you’d rather browse the available video on demand offerings, just press the ON DEMAND button on your TiVo remote. This will take you to the main screen of available content.

A Season Pass® is TiVo’s way of recording every episode of a specific series, even if the time or day changes. You have the option of having TiVo record all shows, or just new shows within that series. To create a Season Pass, find the show you want, press Record and choose the Season Pass option.

You can rate any show – whether it’s live, recorded, or listed in the program guide – by pressing the Thumbs Up (great!) or Thumbs Down (terrible!) buttons on your TiVo remote. TiVo Suggestions uses these ratings to create a list of shows you might like. The more shows you rate over time, the better TiVo Suggestions will get at finding interesting shows for you.

When your TiVo DVR has available space, it automatically records TiVo Suggestions, but you don’t need to worry about recorded Suggestions taking up space.

1. TiVo Suggestions never replace shows you record, or prevent your shows from being recorded.
2. TiVo Suggestions are always the first shows deleted to make room for your recordings.

If you’d prefer not to record TiVo Suggestions automatically, you can turn them off. From the TiVo Central screen, choose Settings & Messages > Settings >  Recording >  TiVo Suggestions. On the TiVo Suggestions screen, choose No, don’t record TiVo Suggestions. You can still see the TiVo Suggestions list and choose to record individual shows.

Follow the steps below to partner a TiVo remote with a DVR. This can be done while switching remotes or setting up a new remote with a DVR.

You can tell what state the remote control is in by looking at what color the activity indicator light (found on the TiVo character’s antenna) flashes when buttons are pressed. If it is red, that means the remote is not paired and is sending IR commands to the DVR. If it is amber, that means it is paired and sending RF commands.

1. Make sure you are within three feet of a TiVo DVR that is powered on.
2. Press and hold the TiVo and Back buttons together until the activity indicator lights up.
3. When the TiVo remote is available for pairing, the activity indicator light will flash slowly.
4. The remote will enter Allow Pairing mode and send pairing requests to the DVR for 30 seconds (indicated by a flashing amber activity light after every button press.)
5. The remote control will pair with a DVR that is accepting pairing requests during that time. If successful, the activity indicator will flash quickly five times and then stop.
6. If unsuccessful, the remote control will revert to its original paired or unpaired state.

Photos Connect to your Picasa account to view photos stored there. From the TiVo Central screen, select Music & Photos, then Photos & Slideshows for available options.

Music With your TiVo DVR and your TiVo Mini*, you’ll have a constant supply of all your favorite music from Pandora® Internet Radio.

Showcases Showcases often include interactive content that offers opportunities to schedule recordings of featured programs, or allows you to watch previews of upcoming movies or TV shows.

YouTube Browsing YouTube videos with your TiVo DVR or your TiVo Mini is just as easy as browsing YouTube videos on the Internet. From the TiVo Central screen choose Find TV, Movies, & Videos, then YouTube.

TiVo Service from Wave provides you with the ability to stream Live TV or recordings using your TiVo DVR directly to your tablet or smart phone while inside of your home, at no extra cost.

You can find the app in the Apple App Store for your iOS phone and tablet devices, or the Google Play Store for your Android phone and tablet devices.

For Apple devices, the TiVo App is compatible with the iPhone, iPad and iTouch, as long as they are running iOS version 5.1 or later. For Android devices, the TiVo App is compatible with phones and 7.1 inch tablets that are running Android version 2.1 or later.

Yes, you can use the app on your tablet, smartphone, or laptop to search for shows and schedule recordings. You can also go online to www.tivo.com to access online scheduling.

You will need to create an account at www.tivo.com in order to take advantage of TiVo’s online features, such as remote DVR management and scheduling, as well as logging into the TiVo mobile application for iOS and Android. You will need your TiVo Service Number (TSN) and your 10-digit Media Access Key, along with a valid email address to create an account.

Your TSN can be found on the back panel of your TiVo DVR and TiVo Mini*, or through the TiVo interface via TiVo Central > Settings & Messages > Account & System Info > System Information.

Your Media Access Key can be accessed through the TiVo interface via TiVo Central > Settings & Messages > Account & System Info > Media Access Key.

1. Visit www.tivo.com and click the “Sign In” button in the top-right corner of the page.
2. Click the “here” link displayed next to “Have a TiVo device from your cable company? Click here to create an account.”
3. Enter your 15-digit TiVo Service Number (TSN).
4. Enter your 10-digit Media Access Key (last 10 digits).
5. Click “Continue” button, and then enter a valid email address to associate with the account.
6. Click “Continue” button and then enter a password to associate with the account.
7. Once you’ve confirmed your password, click “Continue” button and then click “Go to My Account” to enter your email address and password for logon.
8. You can use the same email address and password combination to login to the TiVo app.

In the event of a power outage, any programs scheduled to record during the power outage will not be recorded. If a recording is in progress during a power outage, the recording will resume once power is restored and the TiVo DVR restarts. The recording will show up in two parts if the power is restored during the time the recording was made.

Your Season Pass requests, WishList Searches, and all the existing recordings in the My Shows list will not be affected. Shows in your To Do List will record as scheduled once the power is restored.

On the TiVo Mini*, you chose a TiVo Server during Guided Setup. If you want to change your host DVR, select Settings & Messages, then Settings, then Remote & Devices. Choose Connected TiVo DVR to select a new host.

Make sure that the TiVo Mini* and the TiVo Server are on the same TiVo account, that both boxes are on the same network, that the TiVo Server is turned on, and that both the TiVo Mini and the TiVo Server have network connections. To test your the network connection, go to the TiVo Central screen and select Settings & Messages > Settings > Network > Connect to the TiVo Service now.

On the TiVo Mini*, the TiVo DVR you selected during Guided Setup becomes the default TiVo Server, but you can change the default at any time. From the TiVo Central screen, select Settings & Messages > Settings > Remote & Devices. Choose‘Connected TiVo DVR to select a new host.

• Review your channel list to make sure all the channels you subscribe to are marked with a yellow check. Compare the channel list to the list of channels in your cable plan.
• The TiVo DVR requires a CableCARD™ decoder to receive any cable programming. Contact Wave Technical Support to make sure that all of the channels in your cable subscription have been activated on the CableCARD decoder.
• You may be trying to access an antenna or analog cable channel. The TiVo DVR or your TiVo Mini* does not receive analog channels.

• Be sure you are using the TiVo DVR or TiVo Mini’s remote, and that you hold it so that the TiVobutton points toward your TiVo DVR or TiVo Mini*.
• If you are trying to use the TiVo remote in RF mode (so that it can control a TiVo DVR that is not within line-of-sight), make sure the TiVo remote is paired with the DVR. You’ll know if the TiVo remote is in RF mode if when you press a button you see a blue light at the top of the TiVo remote. If the light is red, that means the TiVo remote is in IR mode.
• Press any button on the TiVo remote. Does the activity light on the TiVo remote flash? If the activity light does not flash, make sure the batteries are positioned correctly in the TiVo remote. If they are correctly positioned, try a new set of batteries.
• If the activity light on the TiVo remote does flash, watch the lights on the front of the TiVo DVR. If lights on the front of the TiVo DVR do not respond to the TiVo remote, restart your TiVo DVR.
• You may not have the correct input selected on your TV. Use the Input, Source, or TV/Videobutton on your TV’s remote to change the input.

The TiVo Service includes smart scheduling features that track not only how much space you currently have on your TiVo DVR, but also how much space will be needed in the near future to record all the shows you have scheduled. If your TiVo DVR will be full in the near future, the TiVo Service informs you and suggests options—such as allowing some shows to be deleted early—that will allow you to schedule additional recordings. With the TiVo Service, you always have the final say over what gets recorded and how long it’s kept.

The amount of recording space the TiVo DVR needs varies from channel to channel and from show to show. High-definition shows take up much more space than standard-definition shows.

To make space, delete some shows. To delete a show, highlight the title and press the CLEAR button.

Reduce the number of recordings that are marked ‘Keep Until I Delete.’

Set up Season Pass recordings with the Recording Option ‘First-run only’ or ‘New only’ to record only new episodes.

• The TiVo DVR gives each repeating recording a priority. You can resolve some conflicts using the Season Pass Manager to change priorities (repeating recordings are Season Pass shows and auto-recording WishList shows). To open the Season Pass Manager, go to TiVo Central, then choose Manage Recordings & Downloads, then Season Pass Manager. Select the show you know you want to record and move it higher in the list to make sure it has a higher priority.
• You can sometimes resolve recording conflicts by changing the Stop Time or Start Time Recording Options. (To open Recording Options, select the show from your My Shows List, then choose ‘Modify recording’ then Recording options.)
• If a single episode of a repeating recording conflicts with another show, you can select that episode in the To Do List and change it independently of the rest of the repeating recording. (To open the To Do List, go to TiVo Central, then choose Manage Recordings & Downloads, then To Do List.)
• Set up Season Pass recordings with the Recording Option First-run only to record only new episodes.

The TiVo DVR uses your Channel List to search for shows. Verify that the channel is selected in your Channel List. Does the channel have a check mark next to it? If not, highlight the channel and press the SELECT button. For more information, visit tivo.com/howto.

Look on the Network screen (from the TiVo Central screen, select Settings & Messages > Settings > Network for the time of the last successful connection to the TiVo Service). If it was more than 36 hours ago, your TiVo DVR may be having trouble connecting to the TiVo Service. Select ‘View network diagnostics > Test Connection to test the current settings. If the test connection does not succeed, see “General network troubleshooting tips” at support.tivo.com for connection troubleshooting. Once you have made a successful test connection, start a regular connection by selecting ‘Connect To The TiVo Service Now.’ If your connection is successful, new program information will be downloaded and organized, and will become available to search in about one to five hours.

Your TiVo DVR may not have all its program information yet. After initial installation, the TiVo DVR downloads some program information from the TiVo Service. More program information becomes available after the next time the TiVo DVR connects to the TiVo Service. After 24 hours, full information (up to two weeks) is available.

If the TiVo DVR loses power while its organizing program information, the organizing process will stop until it makes a successful connection to the TiVo Service, and then it will restart. If your TiVo DVR lost power while it was organizing program information, you can get it to start organizing again by starting a connection to the TiVo Service. (From TiVo Central, select Settings & Messages > Settings > Network > Connect to the TiVo Service Now.)

If the TiVo Service detects that a recording you’re setting up is of a live show (like a sporting event or an awards show) you’ll see a message asking whether you’d like to add more time at the end of the recording, just in case it goes into overtime.

If you are watching a show while it’s being recorded, you can add extra recording time from the Recording Options screen. (To open Recording Options, select the show from your My Shows List, then choose Modify recording then Recording options.)

Make sure the TiVo DVR is connecting to the TiVo Service. Check the status from TiVo Central by choosing Settings, then Network.

View your History for an explanation of why the show did not record. History is the first selection in the To Do List. (To open the To Do List, go to TiVo Central, then choose Manage Recordings & Downloads, then To Do List.) Here are some reasons why a show may not have recorded:

• When Season Pass recordings and other repeating recordings conflict, shows are recorded according to their priority in the Season Pass Manager.
• If the show was a rerun, your Season Pass recording may be set to record First Run Only shows.
• The show may have been deleted from the My Shows list by someone else in your household.
• The show may have been canceled by the network.
• There may have been a conflict when requesting another show, and the proposed resolution was to delete the missing show earlier than planned. If you accepted that resolution, the show would have been deleted.
• There may have been a power outage that affected the recording.

Letterbox bars (at the top and bottom) and side bars may be added to a show by the broadcaster, by the TiVo DVR, or by your TV. In some cases, it may be difficult to determine the source of the bars in order to determine how to eliminate them.

Set the TiVo DVR’s Letterbox Color to gray. From Settings & Messages > Settings > Video > Letterbox Color. Since most broadcasters add black bars, making the TiVo DVR bars gray will help you determine the source of the bars.

Make sure your TV Aspect Ratio is set correctly. From Settings & Messages > Settings > Video > TV Aspect Ratio.

Check your TV’s owner’s manual for information about how it may be adding letterbox or side bars to the picture.

• Try changing channels several times.
• Press the PAUSE button , then the PLAY button.
• Restart your TiVo DVR.

• Your TV may not be set to the correct input. Most TVs have an input button that says either “TV/Video,” “Input,” or “Source.” It may be on the TV or on the TV remote control. Look at your TV and TV remote and try changing the input setting.
• Use the RESOLUTION button on the back of your TiVo DVR to cycle through the various video output formats.
• Someone in your household may have placed the TiVo DVR in Standby mode. To return to normal mode from Standby, press either the TiVo button or the LIVE TV button on your TiVo remote.

You can change the volume level of the TiVo’s sound effects by going to TiVo Central > Settings & Messages > Settings > Audio > Sound Effects Volume. From there you can select the volume level you prefer (Low, Medium, or High), or turn the sound effects off completely by selecting Off.

Make sure that Default Audio Program (stereo) is selected on the Audio settings screen. (From TiVo Central, select Settings & Messages > Settings > Audio.) Be sure you connected audio using the TiVo DVR or your TiVo Mini’s* L/R Audio Out jacks.

Recorded shows, such as those in the My Shows list, always have only one audio track, the one they were recorded with.

You cannot change the audio track if you are watching a live show, but are not caught up to live TV. Catch up to live TV by pressing the ADVANCE button. Changing the audio program will clear the saved part of the show you are watching, so you will only be able to rewind live TV to the point where you changed the audio program.

You may have selected the wrong language in the Default Audio Language setting. To modify this setting, select Settings & Messages > Settings > Audio > Alternate Audio.

Your TiVo DVR or your TiVo Mini* is having trouble tuning to the channel you are on. Follow these steps to restore the video:

• Try changing channels. If the message appears on just a few channels, you may be tuned to a channel to which you do not subscribe, or you may be experiencing a weak signal on a channel to which you do subscribe.
• You may be experiencing a temporary cable outage. Your video cable may have come loose. Make sure all the cable connections on the back of your TiVo DVR or your TiVo Mini are secure.
• The cables you are using to connect your TiVo DVR or your TiVo Mini to your TV or other equipment may be damaged or defective. Try exchanging the cables connected to the TiVo DVR or your TiVo Mini with other cables that you know are working properly.

Note: The Parental Controls PIN is set on each TiVo device independently, so the PIN on your TiVo Mini* can be different from the PIN on your TiVo DVR.

For Parental Controls to work, they must be on (not temporarily turned off). When you enter your password to watch a show that violates Parental Controls, they are temporarily turned off. You can re-enable them on the Parental Controls screen (from the TiVo Central screen, select Settings & Messages, then Parental Controls), or by putting your TiVo DVR in Standby mode and then taking it out of Standby. (Put your TiVo DVR in Standby mode by selecting ‘Settings & Messages,’ then ‘Standby.’ To return to normal mode from Standby, press either the TiVo button or the LIVE TVbutton.)

You may need to restart your TiVo DVR or your TiVo Mini* as a troubleshooting step.

Note: The restarting process can take 10 – 15 minutes.

To restart the TiVo DVR or your TiVo Mini, go to TiVo Central screen and select Settings & Messages, then Help. Choose Restart or reset system, then Restart the TiVo Box. As a safety measure, press the THUMBS DOWN button three times, then press the ENTER button.

Note: If you cannot access the TiVo menus, you can restart the TiVo DVR or your TiVo Mini by unplugging the power cord, waiting 15 seconds, and plugging it back in.

When the restart process is complete, a TiVo welcome video may begin playing automatically. Press the TiVo button to bypass this video and go directly to the TiVo Central screen.

If you are experiencing issues locating your TiVo devices through the Atlantic Broadband App for iOS:

• Make sure you are using your local WiFi connection instead of 3G/4G network.
• Restart your network router by unplugging it, waiting 30 seconds, and plugging it back in. Once the router restarts, make sure you reconnect your iOS device to your network. Then try to locate the TiVo equipment on your app again.
• Verify that you have connected your TiVo equipment to your network: TiVo DVRs, TiVo Minis*, and Previews. (From TiVo Central, go to Settings & Messages > Settings > Network, then View network diagnostics, then Test Internet connection. If the test is successful, then your TiVo has a proper connection to the internet.)
• Make sure you have the most current iOS version.
• Power cycle the DVR. Unplug the DVR from the electrical source for 30 seconds. Once restarted, locate the DVR on your iOS device again

The EAS is a national public warning system that requires cable television operators to provide communications capability to the President to address the American public during a national emergency. The system may also be used by state and local authorities to deliver important emergency information, such as AMBER alerts and weather information to specific areas. EAS messages will show up on both the TiVo DVR and the TiVo Mini*; however, you can only clear the message from the TiVo DVR by hitting the Clear button on the bottom of the TiVo DVR remote. This action clears the message from both the TiVo DVR, and any TiVo Mini you have in your home.

Currently, Caller ID on TV is only supported on the TiVo DVR and will only show up on a TV connected to this device. The caller’s number will appear for approximately 5 seconds in the upper-left section of the screen.

• Make sure your iOS device is not in Airplane Mode.
• Some iOS devices can connect to the internet using either WiFi or 3G/4G. Make sure your iOS device is using the WiFi connection and not 3G/4G.
• Verify that your router and modem are operational.

Wave TiVo Service does not allow out-of-home streaming of your TiVo DVR content at this time, but you can watch within your home via your home’s WiFi network.