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Bright House - refusing to provide cable cards

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

  1. Mar 7, 2008 #301 of 379
    Okeemike

    Okeemike Tastes like lemons

    561
    0
    Apr 24, 2002
    Orlando, FL

    For what it's worth, I called BHN about a week ago to see what they said if I tried to set up 'new' service with a cable card. The response: Yes, you can have the card, but you will not receive all the channels.

    So, apparently at least some of the CSR's are getting the message of the issue with the standalone cards (here in Central FL).
     
  2. ryanjo

    ryanjo New Member

    3
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    Apr 14, 2008
    Central Florida
    I just called Bright House to set up a Cable Card install for my new Tivo HD (Seminole County). The Customer Service (407-291-2500) rep said (I asked her twice, so it's a quote): "Bright House no longer provides Cable Cards". I told her it was on the website (http://cfl.mybrighthouse.com/customer_care/product_FAQs/cable/cableCARD/default.aspx); she claimed the policy had changed. I told her it was an FCC regulation; no response. I asked her to speak to a supervisor; she refused. All she would do is let me file a complaint, and said someone would call me.

    Does anyone know a way to bypass the 1st level reps and reach someone knowledgeable?
     
  3. Duke

    Duke Member

    124
    2
    May 6, 2000
    St....
    I'd call back and hope you reach a more knowledgeable rep. the second time around.
     
  4. ryanjo

    ryanjo New Member

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    Apr 14, 2008
    Central Florida
    Thanks for the tip.

    I called twice this am, finally got someone who could help me. They still don't understand what an M-Card is, but at least they put it on the work order.

    I am a little irked by the $21.95 install charge. I am less than a half mile from the BH office, and I have been able to pick up their DVR there at no charge. You'd think the Cable Card was some huge issue.
     
  5. RobKFL

    RobKFL New Member

    9
    0
    Oct 31, 2007
    Pinellas Cnty here.

    It IS a huge issue. Bright House has a track record of going out of their way to divert you from using your TIVO. They want you on their own DVR service and their CS reps will treat you like crap, feign ignorance or just blatantly lie to you in order to discourage your TIVO use. Despite what they claim, this HAS TO BE policy. It's too common, just look through this thread.

    Expect at LEAST 2 more service calls before your TIVO is working (or at least MORE hoops to jump through).
     
  6. phdeez

    phdeez New Member

    51
    0
    Aug 21, 2003
    My experience with BH with getting an M card for a TivoHD is that it is much easier to use their online support [http://cfl.mybrighthouse.com -> Contact Us -> Digital Cable -> Email Us]. I've used this method twice and both times on the first correspondence they set the appointment up with no issues. I would suggest others to do the same [at least for the C.FL area]. In fact, just this past Tuesday I emailed them requesting for a Thu morn appointment and they set it up between 8-10. Tech was here @ 9:30 ready to go.
     
  7. ryanjo

    ryanjo New Member

    3
    0
    Apr 14, 2008
    Central Florida
    Originally Posted by ryanjo
    I just called Bright House to set up a Cable Card install for my new Tivo HD (Seminole County). The Customer Service (407-291-2500) rep said (I asked her twice, so it's a quote): "Bright House no longer provides Cable Cards".


    After 2 more calls, I got a customer service rep who made me an appointment for a cablecard install...I didn't say the word "Tivo". The installer was pleasant, but couldn't get the "Digital Tier" stations to work (above 100 digital SD, and above 1300 HD). He gave me the name of a field support specialist, Sharif Keaton, who I called the next day. This guy is the real deal. He made the diagnosis of the problem and corrected it while I was on the phone. It took him about 2 minutes.:up:

    I'm giving his telephone number if anyone else is in the same situation. Please do not flame him about Bright House policies! This guy wants to help.

    Sharif Keaton
    Field Support Specialist
    tel: 407-532-8672
    email: sharif.keaton@mybrighthouse.com
     
  8. dig_duggler

    dig_duggler losing enthusiasm

    835
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    Sep 18, 2002
    Birmingham, AL
    I had to share this one. One of my cablecards in my Series 3 quit receiving digital channels a couple of weeks ago. I checked the SubExpireTime in Diagnostics, and it's the day it quit working. I tried to get the head end to fix it, but they claimed it they tried to 'authorize' and 're-hit' it to no avail. They set up the earliest available appointment a week out. They said they'd be there by 3 (since I was leaving town later that day), but that turned out to be 'an estimate', not a guarantee. Okay, the next available appointment is a week out (again).

    The tech arrives today. I tried to persuade him gently that it was simply an authorization issue, but they want him to swap out the card. Fine, we stick in the card (which gives cablecard issues) so we reboot. He calls in the new Serial #, Host ID and CableCard ID. Still the same issue. Test Channels says no channels available, and I'm just getting analog stations and Network HD. He finally calls another tech who's familiar with cable cards. I overhear their conversation where he flatly states that dispatch doesn't know anything about cablecards. I'm also told that support doesn't really either. The only way to do it themselves the next day, just write down all of the information (serial number, host id and cable card id). Also, the worst thing he could do is swap the card if the other one was receiving a CableCard ID and Host ID. Which we just did. And the only fix that he really knew of was to remove everything from the system (I gulp realizing I still have one working cablecard) and add it back. So they are going to try that tomorrow. Another day off work. Great.

    This is about my 12th tech visit in my 1 1/2 years of cablecards. Every tech visit is something that can (and eventually is) fixed on head end. I'm patient and it's summer. But man I wish DirectTV would partner with Tivo again or something....
     
  9. Yogi76

    Yogi76 New Member

    3
    0
    Aug 15, 2008
    I recently got CableCARD installed from BHN in Longwood but I'm not receiving all the HD channels. I know that BHN in Central Florida is starting to use SDV (switched digital video); is that what is causing the problem? The channels I receive are all the broadcast stations, TNTHD, TBSHD, ESPN2HD, the 4 summer Olympics channels (soccer, basketball, Korean, and Chinese), HD Theater, HistoryHD, and HGTVHD. All the rest, which is quite a few, do not work. Is this normal?

    Thanks,
    Yogi
     
  10. RobKFL

    RobKFL New Member

    9
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    Oct 31, 2007
    That's how it is for me in Tampa/St Pete. :mad:
     
  11. windracer

    windracer joined the 10k club

    11,580
    3
    Jan 3, 2003
    St. Pete, FL
    Really? My S3 and THD receive the other HD stations just fine (Food, HGTV, A&E, Disney, ABC Family, etc.).
     
  12. Yogi76

    Yogi76 New Member

    3
    0
    Aug 15, 2008
    I contacted Sharif Keaton, the tech mentioned a couple of posts up, with the problem. This is the response I received:

    I'm glad to be of assistance. You are correct in the fact that we are in the process of launching switched video. There should only be 5 HD channels and 2 SD (standard Definition) you would not receive with the cable card (s).

    They are as follows:
    Ch's: 63&602 WAPA America
    Ch: 1335 Disney Channel HD
    Ch:1337 ABC Family HD
    Ch: 1345 TLC HD
    Ch: 1348 Science Channel HD
    Ch: 1306 MGM HD

    If you are not receiving any channels other than these I would suggest having a service tech out to your residence, which I would gladly schedule for you.​

    I have scheduled a field service call for Tuesday morning. Hopefully, they can get my missing HD channels working.

    Yogi
     
  13. windracer

    windracer joined the 10k club

    11,580
    3
    Jan 3, 2003
    St. Pete, FL
    They must not be SDV (yet) over here in Tampa/St. Pete then ...
     
  14. guarh

    guarh New Member

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    Jul 18, 2008
    I just got a tivo HD and have an install scheduled for Tuesday. I don't understand why would they make it so that a tivo will not receive all channels, we are still paying $6 a month for the cable cards, how are we a different customer than one that rents BH STB? Or is it the fact that you use Tivo and not their HD DVR?
    I like the science channel in particular in it will suck if I can't get it with tivo
     
  15. LonghornXP2005

    LonghornXP2005 New Member

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    Feb 18, 2005
    I have a Tivo HD cablecard install this morning from Bright House in Largo, FL. All channels will tune in without issues "except" PPV and Video On Demand channels.

    Also a few of my contacts have said that BHN Tampa Bay is currently testing a Cisco switched digital video tuning adapter and they plan to mail a letter to all customers with a cable card on their account to give them a chance to pickup or schedule an appointment to have it installed "before" they add any channels via SDV. I've also been told (seen it in action too) that via the SDV tuning device Tivo HD boxes will work with VOD but using the current VOD interface and not a Tivo interface. I'm talking about the interface you see when tuning to say channel 200 not the guide or software interface on BHN boxes.

    You can view all the subscription VOD listings and once you select a show to play the SDV tuning device sends the request to the headend and the headend sends the frequency information back to the SDV tuning adapter to tell the Tivo box "how" to tune into the VOD showing.

    I've been told however that VOD support is still very buggy (it looked that way too) and may take a while to offer if at all but there is hope folks for VOD support. However any PPV and VOD content that requires one time charges "will NOT" be supported for a very long time if at all on current HD Tivo boxes. Simply put getting all of this to work with their billing system seems like a nightmare until full OCAP tru2way support comes to a new Tivo HD DVR near us.

    The reason free On Demand and premiums on demand will work is because they are treated as any other TV channel in your lineup. They are unlimited usage channels that are part of a subscription package so the channels themselves (ie HBO On Demand channel 200) can be authorized via the cable card and because each show doesn't have a per show charge they don't need to setup the billing system to communicate back and forth with the SDV tuning adapter.

    I hope I explained this without causing more confusion but regardless this is good and promising information that is for sure. Also I'm getting from what I'm told two single stream cable cards which cost 2.95/month each and installation is free of charge. I'm hoping the tech shows up with a multistream card but I'm not counting on it nor would I be upset either. I'm sure they would charge the same six bucks a month for the M-Card.
     
  16. guarh

    guarh New Member

    33
    0
    Jul 18, 2008
    Thanks. Please let us know if you get all channels after the install. I asked 2 diff csrs about m-cards and was told they only have s-cards. I would imagine they would not want to give up $2.99, or they will start charging $6 for an m-card as you said :)

    So how did the install go? Do you get all channels, including Science HD channel?
     
  17. Sep 1, 2008 #317 of 379
    LonghornXP2005

    LonghornXP2005 New Member

    38
    0
    Feb 18, 2005
    Sorry for posting very late but I was very busy the last couple of days. It seems that both BHN and Knight Communications warehouses didn't have any cable cards in stock during my appointment. So I got a 20 buck credit on my bill and I now have the first job of the morning from a supervisor on Tuesday.

    I'll report how things go assuming anything goes at all but hey another missed appointment or a show with no cable cards will result in another 20 buck bill credit so for all I care they can schedule another three times without cable cards on hand. Heck I could use another free months services lol.

    I do however believe all will be well tomorrow.
     
  18. Sep 2, 2008 #318 of 379
    RobKFL

    RobKFL New Member

    9
    0
    Oct 31, 2007
    That is their modus operandi. Excuses, missed appointments etc. As long as you don't mind I guess it's fine. They try to make it as miserable an experience as they can.
     
  19. Sep 2, 2008 #319 of 379
    jgjohn02

    jgjohn02 New Member

    3
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    Sep 11, 2007
    Longhorn, hope it goes well for you.
    I have a tivoHD scheduled for install on Saturday in Countryside.

    BTW this may be old news but after October 1st brighthouse will charge 39.99 to do a cable card install.
     
  20. Sep 2, 2008 #320 of 379
    windracer

    windracer joined the 10k club

    11,580
    3
    Jan 3, 2003
    St. Pete, FL
    Geez, yet another reason why they should allow self-installs! :mad:

    Longhorn, I'm just south of you in Seminole. :)
     

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