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Bright House - refusing to provide cable cards

Discussion in 'TiVo Series3 HDTV DVRs' started by pzook1, Sep 12, 2006.

  1. phdeez

    phdeez New Member

    Aug 21, 2003
    Anyone in Orlando get an M card for a TivoHD? I see other areas in FL getting them...
  2. phdeez

    phdeez New Member

    Aug 21, 2003
    Anyone? I've already ordered a TivoHD and am hoping they can install an MCard to save $4/mo ;)
  3. leighnjo

    leighnjo New Member

    Nov 23, 2002
    About 2 weeks ago, I hooked up a TIVO HD in my bedroom. When I called to activate, I indicated that I wanted an M card and to be sure it was on the order. After the tech came and picked up the 8300HD, a supervisor came with the M card and we were up and running in about 20 minutes (most of the time was on the phone with the office). The supervisor had experience with TIVO installs and was very knowledgable. He ever left his cell number in case I had any problems! An excellent experience which I hope will be repeated as I just got a second HD for the main room.
  4. TomRaz

    TomRaz New Member

    Feb 28, 2002
    Leighngo are you sure you called Brighthouse because your experence sounds way to good :p

    I am glad your was up and running so quick
  5. JDSmooth

    JDSmooth New Member

    Jun 16, 2007
    Dallas, TX
    I am in Lakeland - Polk County Brighthouse. I have had 2 S-Series CableCards in my S3 for over 6 months. Recently they seem to lose thier activation repeatedly. Right now they have been "rehit" by phone support multiple times. One is working again, and one will only show me basic cable. I am about to reboot and see if that will help.

    I have scheduled service visits twice. On first visit the tech had no cablecards. On second visit the tech came in with two old cards he had "found in his truck." I said thanks but no thanks and sent him on his way. My signal strength is good. Any ideas?
  6. Dr_Diablo

    Dr_Diablo Dr_Diablo

    Nov 23, 2003
    Figured as much, whom do you believe? Tivo ? So it appears that Tivo and the cable providers are all too eager to pass the responsibility to the other...
  7. YoungDragon

    YoungDragon New Member

    Dec 8, 2004

    I had an M-card installed in a TivoHD last week. Lake Nona area.

    However, I suggest you keep calling BHN until you get a cable card knowledgeable rep. My experience:

    Day 1:
    Spoke to rep who knew about cable cards but was enough of a salesman to make me think twice about getting rid of BHN HD-DVR. He said cable cards MUST be installed by BHN. He offered me some deal to reduce my bill by ~$10/month.

    Day 2:
    Decided to go with cable cards. Bought a TivoHD. Called BHN and spoke with a rep who didn't know much about cable cards. She said I couldn't get cable cards without returning my DVR first because cable cards are only offered as a replacement. I said that makes no sense. She put me on hold for a long time. Came back and said I could come to the cable store and pick them up myself. Told her that's not what I was told yesterday. She put me on hold for a very long time. Came back, said a few words and then put me on hold for a very long time again. I hung up (almost an hour by this point). I called back and spoke to another rep. I asked for a rep that knew about cable cards. She said she could help me. I told her the 1st person I spoke to said that BHN had to install them, but the 2nd person said I could come get them myself. She said 2nd person was wrong and an installer MUST do it. She asked me what model TV I had and I said it was for a TiVoHD. She scheduled an appointment.

    Appointment: :up:
    I was expecting 2 S-cards. Installer showed up with 1 card. I said I needed 2. He said, "But this is an M-card." He said he'd done cablecard installations before, but never on a TiVo. TivoHD already had the latest updates. He gave me the card and I put it in Slot 1. The Tivo initially showed 2 numbers that were needed by the installer, but we did not write them down. Afterwards the TiVo took over and installed some kind of update to the card. It took about 10-15 minutes before it was finished and we could get back to the screen with those 2 numbers. He then called BHN, gave them the numbers, and within a minute, both tuners were working with all basic, pays & HD channels. Installer says, "Wow. You'll be able to remove the cost for the HD-DVR and remote rental as well as the Navigator from your bill. Maybe I'll go back to TiVo."

    Yesterday: :thumbsdown:
    I bought another TiVoHD. I called BHN last night to schedule an appointment. Rep had no clue. She acted as if she knew what cablecards were but kept putting me on hold; so I knew something wasn't right. She proceeded to schedule an appointment. I asked that the installer bring an M-Card. She puts me on hold.

    Rep: We don't have M-cards.
    Me: Yes, you do. You installed one for me last week.
    (Rep puts me on hold)
    Rep: Is the one you already have an M-Card?
    Me: Yes.
    Rep: Well, are you going to replace that one with this one?
    Me: No.
    Rep: Well, what do you want this one for?
    Me: I'm replacing my remaining cable box.
    (Rep puts me on hold for a long time)
    Rep: What kind of TV do you have?
    Me: It's going in a TiVo, not a TV.
    (Rep puts me on hold)
    Rep: We only install cablecards in TVs.
    Me: No. You installed one in a TiVo for me last week.
    (Rep puts me on hold)
    Rep: The cablecards will not work in a Tivo.
    Me: I'm watching cable right now on the TiVo you guys put a cable card in last week.
    Rep: The M-Cards will not work in a TiVo.
    Me: I have a TiVoHD. They do work, as I am watching cable on my M-Card using TiVo right now.
    (At this point I could hear the rep covering the phone and repeating my responses to someone in the background and getting her responses from him.)
    Rep: Cablecards have to be installed in a TV.
    Me: Thank you. I'll call back.
    Rep: So you don't want to schedule the appointment?
    Me: No offense, but my experience is this can be a nightmare if you're not dealing with people who know anything about cablecards. So no, I will call back another time.

    I will call again today, and keep calling, until I get someone who knows about CableCards. I will also check my installation receipt from last week and see if I can get the name/# of that installer. There needs to be a secret code or something only for people that have graduated from CableCard University so the conversation can go something like this:

    Rep: How may I help you?
    Me: May I please have a rep that knows something about cablecards?
    Rep: I can help you.
    Me: What's the passphrase?
    Rep: Huh?


    Rep: Hello? Hello?

    It will save us all a lot of time. :mad:
  8. phdeez

    phdeez New Member

    Aug 21, 2003
    Wow Young Dragon, you've had one heck of a ride with the Cable Cards! I'd suggest using the online system to schedule an appointment. Go here and you'll get an email in a few hours with a response and appointment. I'm glad to hear someone here locally has gotten an MCard! My install is scheduled tomorrow, I'll let you know how it goes!

    Say something in the email like:

    Please send a tech out between 10am and 12pm on 11/3 to install (1) Multi Stream Card.

    Young Dragon
  9. YoungDragon

    YoungDragon New Member

    Dec 8, 2004

    Good luck with that! After talking to 6 different reps and a supervisor over the last 3 hours, I was finally able to schedule an appointment for another CableCard installation on Friday.

    That's right... it took all of that just to SCHEDULE a cablecard installation!

    Problem... when I returned my HD Box, the morons removed my HD Tier. So now HBO HD, SHO HD, and all the 1300 channels are gone. Reps had no clue how to put them back on because the system kept telling them they couldn't give me HD channels since I have no HD cable box on my account. I explained to them that the cablecard should be treated as if it was a box. If I had 5 BHN cable boxes and returned one of them, the other 4 should still work. Supervisor said the problem was that whoever scheduled the install, listed both of my cablecards (the one I was requesting, as well as the one I've had over a week now) as pending installs... [As it turns out, one of the reps I spoke to was new. Neither that rep nor her supervisor had any idea what an M-card or s-card was. So even though I hung up, they kept my account open trying to figure out how to work with cablecards. So "current" supervisor had to call that office to get those people out of my account before proceeding..] She said she knew what codes to use to set everything right. However, she did not share the procedure with her reps (shouldn't someone be training the reps???), and as of this moment it is still not working.

    So now, I am waiting for the tech to come do the install in the new Tivo on Friday and troubleshoot the one they did last week. So, possible issues will be:

    1- Tech comes with 1 card that is not an M-Card.
    2- Tech cannot get previous install working again.
    3- Tech gets everything working correctly, but when BHN gets my remaining DVR back in the office and removes it from my account, I lose my channels and have to go thru all this nonsense again.

    Almost not even worth it! :mad: :mad: :mad:
  10. TomRaz

    TomRaz New Member

    Feb 28, 2002
    Sad to say but there are very few people within Brighthouse that either have the knowledge about cable cards or they are trying to drag their feet and not support the customers requests to install cable cards.

    I would suggest you find out where your Brighthouse headquarters are and call the main switch board and ask to speak to someone in executive management concerning a unresolved customer support issue.

    That approach worked for me and I do get better than average responses when I call the key people I have knowledge of.
  11. a68oliver

    a68oliver Member

    Jul 15, 2000
    I had two cablecards installed in my S3 yesterday by Insight Cable in Indiana. It went fairly smoothly. However, the tech mentioned that he had had previous problems after a few months of the cablecards losing ther activation. It appears to be a documented problem. Not sure if he was referring specifically to a Tivo problem or a TV in general. I don't recall if he mentioned what the appropriate fix was.
  12. RobKFL

    RobKFL New Member

    Oct 31, 2007
    I'm in Pinellas county FL (BHN Tampabay). I had major problems with them mulitple no-shows by the installer, 7 calls to BHN CS, 2 arguments with CS reps etc..) getting a card for my TiVoHD, but I'll make a long story short and tell you after I got rude and belligerent with them (mentioning the FCC mandate) miraculously they suddenly supported TiVo... it was like magic.

    Got an M-card, no problem (during a 12-hour service window of course).

    I must believe it is absolutely POLICY for them to do whatever they can to discourage you from using TiVo. All the stories sound the same... put on hold... talks to supervisor... "oh, we do support it." I can't begin to imagine how many customers TiVo has lost because they didn't visit these forums or otherwise get in the know regarding their rights to a cable card.

    This must be illegal.
  13. Nov 1, 2007 #213 of 379

    jsnow789 New Member

    Sep 29, 2003
    Just don't tell them it is going into a Tivo.

    The installers don't care at all and will install them into the Tivo, activate them, and be on their merry way.
  14. Nov 1, 2007 #214 of 379

    sharp1 Member

    Jul 20, 2002
    I scheduled my HDTivo cablecard install with Brighthouse in Hernando county, and the customer service guy insisted I needed 2 cards, since he did not understand my explanation about the M-Cards. I went ahead and scheduled the install rather than argue with someone who only knew what the notice from the home office said. (At least he did not try too hard to get me onto their DVR.)

    I plan to call back and speak to someone else who may understand what an M-Card is before the install Monday. Does anyone have any advice on who to ask for to get the M-Cards? No way am I paying them for an extra card.
  15. Nov 1, 2007 #215 of 379

    phdeez New Member

    Aug 21, 2003

    Well, the installer came out this afternoon [he was 1hr late- but he called this morn @ 9 saying BH had double booked him- so he came over on his lunch], plugged in the MCard, and was gone in literally 20mins. Most of the time was spent waiting for the Card to update formware. After the firmware update he called into the 800 number on the screen, gave his tech id and provided the card number and host id. Viola!

    Thruthfully, after ALL the horror stories with CableCard installs I really thought it was going to suck and the tech was going to be incompetent. The tech & BH pleasantly surprised me. After the TivoHD soaks for a few days, I'll return the 8300HD box, transfer lifetime from my S1 and be a happy TivoHD'er!

    All my channels seem to work fine btw... [made sure HD channels & HBO worked before he left ;)]
  16. Nov 1, 2007 #216 of 379

    YoungDragon New Member

    Dec 8, 2004

    That sounds a lot like my installation story... Returning the 8300HD a week later is what caused my HD channel woes. They seemed to have a problem removing the 8300HD after a CableCard was on my account. Then they had a problem putting the HD channels back on my account without an 8300HD being listed.
  17. Nov 1, 2007 #217 of 379

    TomRaz New Member

    Feb 28, 2002
    The 800 number on the cable card screen is for SA not Brighthouse so I don't know how your installer got your cable card to work by calling that number.

    Does anyone that is using version 9.2j software and lives in the bay area able to receive channel 694 ?

    Myself and a co-worker are not able to receive this channel. I have doulble checked my programming with Bright House and they have removed my cable card, rejoined it etc. and nothing seems to get channel 694 working.

    My co-worked had channel 691 not working and channel 694 working just fine on version 9.1 software and when his Tivo HD upgraded to version 9.2j channel 691 started working fine and then 694 stopped working.

    I have called Tivo and they indicate I need to call Bright House. I called Bright House and they do not have a solution.
  18. Nov 1, 2007 #218 of 379

    phdeez New Member

    Aug 21, 2003
    Crap.... I guess I'll have to make sure they don't remove any programming packages from my account when I turn the box in...

    Well, I figured that was a BH number... he called BH and they took care of the activation...
  19. Nov 1, 2007 #219 of 379

    windracer joined the 10k club

    Jan 3, 2003
    St. Pete, FL
    I think 694 is an SDV channel, which is why we can't pick it up. It hasn't bothered me since it's the combo Golf/Versus channel, but hopefully this isn't a sign of more SDV channels in the near future. I noticed this a few months ago here:

  20. Nov 2, 2007 #220 of 379

    saeba Member

    Oct 12, 2004
    I just got one installed (transfered my TiVo lifetime to a new TiVo HD). I'm in the Belle Isle area of Orlando with BrightHouse. They'd originally told us that they didn't have them and that they'd install 2 S cards, but the installer showed up with an M Card and had it up and going in about 15 minutes. He said they'd had the M cards for about a month and that this was his first M card install. He had installed S cards in TiVo's and TVs previously. It was a Scientific Atlanta card.

    Funny... He made me install the card in the TiVo. Said it was policy :)!

    Now I'm waiting for the DVR Expander drive :)!!

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