After downloading the firmware update, two stations that I was formerly able to watch (Antenna and Rewind) are now giving me a ‘playback failed’ error. Tablo isn’t even considering the possibility that the firmware update is what caused this sudden change in the behavior of these two stations.
I’ve been emailing customer support since Saturday and they refuse to transfer me to either a tech expert or a supervisor claiming they’re unable to transfer calls. I suppose they’re operating with two cans and a string because I don’t understand how any company in this day and age can’t transfer calls if, of course, they CHOOSE to transfer calls
No, what they’d rather do is blame the consumers. The cookie cutter email I received, asks: 1. is your cable damaged (No) 2. is your cable excessively long? (No, 6 feet). 3. Do you have other major appliances around the Tablo? (No, I have a bed next to the Tablo) 4. Is amplification toggled on in settings (I’ve done it both ways, no impact)
Ultimately, if the tech ‘geniuses’ ever deigned to get on the phone with me, I’d ask them this question: if my set up is so poor, how come I can watch those 2 stations by starting a recording on those 2 stations and THEN watching that recording, from the beginning…as it’s recording? With a very clear video? I just can’t watch that program by clicking it LIVE in the program guide.
So, while I’d really like to hear that explanation, the tech team seems to be holed up in their offices, unwilling to speak to customers. And unfortunately, there doesn’t seem to be much I can do. I’m stuck interacting with a powerless, ineffectual Mumbai-based Customer Service whose only function seems to be to stall customers. Shameful.
Unless the firmware changed something in the tuner… it looks like it hasn’t. It would be nice to confirm your setup and RF signal though. Change of seasons too. So IDK.
I’ve lost 2 or 3 stations in the last week with the change of weather (we’re in a very weak reception area so reception is marginal). I doubt that the firmware update is the issue although your symptoms are odd (can record a channel but not receive it)?
No offense, but they’ve been “escalating” this since Saturday and four or five days later all I’ve heard is how it’s probably my fault… Check the length of your cables, check to see if cables are frayed, check to see if you have any large appliances around there, but not once did they consider checking to see if the firmware update changed anything. Because those channels were working fine before the firmware update.
And just why is Tablo so terrified of getting on the phone with a consumer? Why must everything be done by email? Because they’ll send one email with instructions that I’ve already tried before contacting them. I’ll respond and then have to wait 24 hours until I hear a response. How is that possibly efficient??
Playback error could be a lot of things. Could be your wireless / hardwire network. Could be poor RF signal. Not all tuners are built the same. Not all wireless is built the same too.
I think your dying on this hill of it worked before is causing you more frustration then actually digging a little deeper. I did the same firmware update and nothing has happened to my channel list or recordings.
My take is that Nuvyyo is a small company with a small support staff. They sold tens of thousands of these newer devices.
To manage they create a point person to coordinate support of varying degrees to the appropriate technology teams. Tech is busy and not appropriate for customer facing contact.
People do get impatient and mostly that’s understandable after spending time trying to fix it on their own. Then contact someone who starts from the top.
It’s scripted for a reason and I’m guessing but some emails appear AI generated.
I try to remain calm and carry on. It’s just TV. IMHO
You’re correct, it could be a lot of things, but it could also be the firmware update. This same hook up I use works perfectly on Fire OS. The only problems I have with these stations are on the Apple TV platform. Is your positive experience based on the Apple TV platform or is it Roku or Fire?
I have an 1 Apple TV in my home and its in my son’s room. We don’t use it much. My son and my wife was watching a show on the Tablo APP this week tho. We mainly used an Android ONN Pro Box and a Roku Ultra. I have not had any issues since the firmware update.
You may be right, but if they’re not ready for prime time, maybe they should get out of the business. Yes, I get very impatient when I start hearing the same cookie cutter scripts over and over again. I also get very impatient when they don’t keep records of previous conversations, so I have to repeat all the details of my various conversations. . You can be a small company and still act professionally …make records… keep notes, communicate with customers. Thats not asking much, and we shouldn’t be so tolerant of incompetence. Or we’ll more of it.
Apple TV OS is my platform of choice. I have access to Fire OS and while that works with these two stations, I don’t have much interest in committing fully to the Fire OS platform.
