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 not 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 DVR to your network.

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

• If you use VoIP (Voice over IP), or if you are attempting to connect to the TiVo service from a digital PBX system, see Information about Phone Lines.
• 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, select 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.

Call fails before dialing

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

• Failed - Unknown Error (P01)
• Failed - Organizing Error (P02)
• Failed - Preparation Error (P03)
• Failed - Phone In Use (P12)
• Failed - Modem Not Responding (P14)
• Failed - No Dial-In Number (P15)
• Failed - Modem Error (P19)
• Preparing

 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 DVR may remain in the “Preparing” state for several hours – or longer if the DVR 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 DVR 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 DVR as you normally would.

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

Call fails after dialing, but before connecting

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

• Failed - Unknown Error (P01)
• Failed - Unrecoverable Error (P06)
• Failed - Service Not Answering (P08)
• Failed - Service Unavailable (P09)
• Failed - Call Interrupted (P10)
• Failed - Problem Download Messages (P11)
• Failed - Problem Getting Account Status (P13)

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 DVR to continue to make its automatic connections to the TiVo service.

If you continue to have problems:

1. Powercycle the DVR by unplugging both the phone cord and the power cord from the back of the DVR. 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 and select Messages & Settings > Settings > Phone and Network > Test Phone Connection. If the test connection fails, continue with Step 3.
3. Check the Phone Dialing Options. 
   • From TiVo Central, select Messages & Settings > Settings > Phone and Network > Change Phone Settings.
   • 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 DVR from detecting the dial tone even if the Phone Availability Detection option is set to On.
   • 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 DVR'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 DVR 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 DVR'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 DVR.
• Non-analog phone lines. The DVR 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 DVR to a PBX system may damage the DVR. For more information, see Information about phone lines.
• 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 DVR'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 DVR'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, select Messages & Settings > Settings > Phone & Network > Connect to the TiVo Service Now.

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

• Failed – Unknown Error (P01)
• Failed – Organizing Error (P02)
• Failed – Preparation Error (P03)
• Failed – Phone Line Not Found (P04)
• Failed – No Dial Tone (P05)
• Failed – Unrecoverable Error (P06)
• Failed – Could Not Connect (P07)
• Failed – Service Not Answering (P08)
• Failed – Service Unavailable (P09)
• Failed – Call Interrupted (P10)
• Failed – Problem Download Messages (P11)
• Failed – Phone In Use (P12)
• Failed – Problem Getting Account Status (P13)
• Failed – No Dial-In Number (P15) (Go to How to set up a phone connection.)
• Failed – Modem Not Responding (P14)
• Failed – Negotiation Error (P17)
• Failed – Configuration Error (P18)
• Failed – Modem Error (P19)
• Failed – Could Not Set Clock (P20)

To resolve these issues:

1. Verify that the phone line is securely connected to the back of the DVR and to a working wall jack.
2. Powercycle the DVR 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 DVR 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 DVR 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.
   • Highlight Dial-In Number and press SELECT.
   • Enter your Area Code and press SELECT.
   • 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.
   • The number you are currently using has a checkmark next to it. Highlight that number and press SELECT.
   • The Dialing Format screen allows you to choose how your DVR 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.
   • 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.
    • Select a different dial-in number from the list.
    • 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.
    • Return to the Phone Settings screen.
    • Highlight Dial Prefix and press SELECT.
    • 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.
    • 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 DVR'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 DVR 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 DVR'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 DVR.
    • Non-analog phone lines. The DVR 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 DVR to a PBX system may damage the DVR. For more information, see Information about phone lines.
    • 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 DVR'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 DVR'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:

Failed - Expanding Data (S01)

Failed - Preparing Data (S02)

Failed - Loading Series (S03)

Failed - Indexing Shows (S04)

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 DVR 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 DVR 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 DVR from placing calls. The following steps may correct the problem.

1. Connect the DVR 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 DVR 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 DVR’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 DVR 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 DVR to that jack.
   • Install a second phone line for the DVR and other analog phone calls, such as voice, fax, and dial-up modem connections.