This is totally unacceptable. If it was me I would be sending them one more email stating you want immediate action to reset the TSN otherwise you will be taking it up with the relevant ombudsman.
Seriously, TiVo Australia (Hybrid Television Services) have severely dropped the ball with support. Being someone who has been involved with TiVo units for almost a decade I wish I had a dollar for everyone who has emailed me and even before the main issue is discussed the opening line is usually "I have asked TiVo (Hybrid) and they have not answered my query". And this is not a recent thing. It has been from DAY ONE of the release of the TiVoHD into Australia.
It's kind of been good in a way as I have been able to help out dozens of people with technical issues (dud power supplies, hard disks, etc) but the fact that Hybrid won't do their bit is worrying. They are losing sales as I know many people who simply WON'T buy a TiVo now because of the bad rep Hybrid have got through lack of support.
It has got that bad even I no longer recommend people buy a TiVo.
Good luck with your problem. Unfortunately I have no inside contacts (they hate me, for obvious reasons not being an official employee) so I can't help, sorry.
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