This article explains how to troubleshoot channel lineup issues when a CableCARD is installed in your TiVo device.
A TiVo device with CableCARDs gets program information from two sources: the cable headend and the TiVo service.
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The channel map is downloaded from the headend by the CableCARD. The channel map lists the channel number and call sign for each channel (Channel 9 KTEH, for example). It also has the tuning frequency and program number for each channel. The TiVo device uses the tuning frequency and program number to tune to the channel.
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Guide data is downloaded from the TiVo service by the TiVo device. Guide data also contains the channel number and call sign. In addition, it has program listings for each channel and descriptions of every show.
When you press Info on your remote, you should see the same channel identification in the channel banner as you see in the video image.
When the channel map data and the program guide data do not match, there is a problem with the lineup you selected. What do you see when you press the Info button?
I see "Channel not available" but the channel banner shows program information
The TiVo device displays "Channel not available" on Live TV when the channel map does not have data for the channel you are tuned to; in other words, your CableCARDs don't receive this channel at all. When you press Info, you see program information because the program information comes from the TiVo service, not the CableCARD.
If you feel that you should be receiving these channels, please contact your provider.
I see video, but the channel banner says "To be announced"
In this case, the channel map has data for the channel, so the TiVo device can tune to it. The station's call sign, which appears in the lower right corner of the video, also comes from the channel map. However, when you press Info, the channel banner does not have program information.
You might see "To be announced" for the first 6 to 8 hours after Guided Setup is finished, while program information is being indexed. After indexing is complete, you will see the program information for your channels. After that, system will automatically update or you can do a manual connection. To do so, see How to Force a Connection to the TiVo Service.
If your TiVo device has been up and running and you suddenly see "To Be Announced" on a few channels, check the messages on the TiVo device for notices of lineup changes:
Devices on TiVo Experience 4 (software version: 21.x)
| TiVo Series | Menu path from Home |
TiVo EDGE
TiVo BOLT
TiVo Roamio | Menu > Settings > Help > Messages |
Devices on TiVo Experience 3 (software version: 20.x or earlier)
| TiVo Series | Menu path from TiVo Central |
TiVo BOLT
TiVo Roamio
TiVo Premiere | Settings & Messages > Messages |
| Series 3 & earlier | Messages & Settings > Messages |
It might take up to a week for your cable provider to notify our listings provider of changes in the lineup and for the listings provider to make the changes in the program information. After this process is complete, you will see the correct program information.
You might also see this message if your TiVo device has run out of program guide data, or because the lineup you selected during Guided Setup does not have this channel in the list.
If the TiVo device ran out of program guide data, connect to the TiVo service. If the TiVo device cannot make a connection, go to General Network Troubleshooting Tips to troubleshoot a broadband connection.
If the TiVo device has been making successful connections to the TiVo service, go to How to Choose the Correct Channel Lineup.
I see "Channel not available" or "Searching for signal" and the channel banner says "To be announced"
The channel map and the program guide data agree: you don't get the channel. This message appears if you use the TiVo remote to manually enter the number of a channel you don't receive. If you see this display when you are changing channels using Channel Up/Down, you should deselect the channel from the list of channels you receive. For instructions, go to Program Guide and Channel Up/Down Display Channels I Don't Receive: Troubleshooting.
Pressing and holding the UP/DOWN button or the channel UP/DOWN button on the remote control will scroll faster than single button presses do.
