US Cable Support → RCN > [VOD] TiVo Premier - VOD service error / request failed error

[VOD] TiVo Premier - VOD service error / request failed error

Hi - I'm a new subscriber - brand new TiVo Premier - can't play anything from VOD, just get "Service error. Request failed. Please try again. If problem continues please call Customer Service." After initial install had seen some SRM-x errors when trying to play VOD but now just the above every time.

Tried calling tech support - they don't see anything off on the account and have escalated. Reboot didn't help.

I've seen other similar posts here - anyone know what has helped in the past to resolve this issue?

Thanks!

Re: [VOD] TiVo Premier - VOD service error / request failed erro

How about anything else from the internet. Can you play YOUTUBE videos

Hi Pacomartin,

Yes, I can play other things - YouTube, Pandora work fine and the box pulls the TV guide schedule fine, etc. the RCN rep on the phone confirmed it was connecting each night ok to pull updates, etc.

Somehow this is very specific to video on demand... Also, I can see the menus of available video, navigate, etc, can select play, but then get the error message. Happens with premium and basic content, both HD and non-HD selections.

The problem was escalated to RCN "market" or some other group - they looked over the account and couldn't find any issues in the provisioning or setup... they also tried resetting a few things, but none of that helped - still can't play any VOD content, but everything else seems to work ok. They've scheduled a tech to come out to work more on it.

From reading about similar issues elsewhere on the site, it sounds as though more experienced tech support folks have found glitches in the provisioning of certain boxes and have been able to resolve this VOD issue remotely.

Does anyone monitor these posts? It would be great if someone could take a look at the account - consistent problem across all VOD programming, including the RCN help VOD content.

Thanks!

I had a similar problem. They replaced my TiVo twice.

I would recommend a tech come visit as well..

these errors are usually in house wiring/networking issues
--
Joe Mirabella
VOD Operations

Thanks jmirabella. The last few nights it seemed to be working, but tonight I keep getting errors again - either the above 'request failed' or a new 'can't process your order SRM-8' message. Could this be a prime time capacity issue for VOD?

no its a levels issue..

Hi jmirabella,

Update - an RCN tech was at my house for ~2h earlier today trying to figure this out with no luck. He checked the levels and all were "fine". He replaced the TiVo box and tried running a brand new line from the pole to the TiVo to be sure it wasn't a wiring issue - none of this helped, VOD still doesn't work.

The tech seemed like a bright guy, but finally gave up saying it would need to be escalated - either something is not right in my account setup or there is an issue at or beyond the main line on the street.

Everything else works great - internet connection is fast and reliable, TiVo connects to the internet to pull guide, info, and watching live or recorded TV is fine.

Honestly, it looks like the TiVo is just timing out while waiting for a response from HQ/server when trying to launch a video on demand. Once in a while it works, but 95% of the time it fails.

Is there anyway to trick the TiVo into waiting longer?

Thanks!

Same issue here. I don't have a Tivo but a Motorola HD DVR. VOD was working fine on Tuesday after an error multiple times, but it worked....maybe it was the beginning of something..... But as of Friday, it stopped working. Rebooting the box did not resolve the problem.