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Bright House - refusing to provide cable cards

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

  1. sharp1

    sharp1 New Member

    69
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    Jul 20, 2002
    Tampa
    My install went very smoothly last Saturday morning (which was nice, since my 61inch arrived Sat afternoon). The tech was concerned at first because he had not done an install. I handed him the directions and the remote, and he was done in about 25 minutes (maybe even less).

    The price list he handed me listed 2.95 for a cablecard. I will see what my first bill says. And argue if they charge anything else.

    So far no complaints except that Family Guy at 720p had a strange interlacing side effect on many horizontal lines on the backgroungs. It was very distracting. I am going to look into it some more to see if I can make some adjustment to compensate. This is likely my TVs translation to 1080p caused it...

    UPDATE: This is in Hernando County.
     
  2. Feb 1, 2007 #102 of 379
    Sirius Black

    Sirius Black Grey Warden Reject

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    I just spoke with a Bright House representative in Pinellas County and she gave me the runaround about it being only for TVs blah blah blah. I asked to speak with a supervisor. The representative said they would need to call me back. I going to look at this thread more closely now.
     
  3. Feb 1, 2007 #103 of 379
    Sirius Black

    Sirius Black Grey Warden Reject

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    Is this still a valid option? It's been a few months so I'm curious as to whether or not this offer is still valid.
     
  4. Feb 1, 2007 #104 of 379
    windracer

    windracer joined the 10k club

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    It should still be valid, give it a shot.

    Or, ask the front line rep to transfer you to someone in technical support. I had the same argument with the first rep I talked to about BHN only putting CCs in televisions. Once I got to tech support the guy knew exactly what to do.
     
  5. Feb 1, 2007 #105 of 379
    Sirius Black

    Sirius Black Grey Warden Reject

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    Just a quick update...

    I have received no call back at all from anyone at Bright House in the ~ 7 hours since I called. I think I'll do as you suggest: call back and ask for technical support rather than sales.
     
  6. Feb 2, 2007 #106 of 379
    sbiller

    sbiller Active Member

    1,915
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    May 10, 2002
    Tampa, FL
    Sorry in advance for the lengthy post...

    I scheduled a cablecard install from BHN for this morning from 8-11 am. This was a follow-up to an appointment last Sunday where the technician did not show up within the scheduled window of 8-11 am.

    The tech showed up. He was a BHN contractor from Kablelink. He wanted me to immediately install both cards in the unit but I refused saying the directions explicitly discussed installing one card at a time. We installed the CC in slot 1 (bottom) and went to the CC menu. We looked up the host ID and CC number. He called a special phone number from my cell phone after my Vonage phone wouldn't work for the number. He gave the person on the other line the job #, host ID, and CC number. We waited a few minutes. The TiVo rebooted and we were able to execute the Test Channels. We then installed cablecard number 2, he called the number again, and we were in business.

    A few minutes after he left I performed guided setup on my TiVo and after that was complete began surfing through the high-def channels. For some reason, channels above 628 weren't working. I went to the CC test channels menu and discovered that the channels above 628 (i.e., 631, 650, 651, 690, 691, 692, and 693) were working on CC1 but not working on CC2.

    I called BHN and spoke to a technician. He told me that there isn't much they can do for CC's. He told me to take the cards out and re-install them -- big mistake. I followed his instructions and both cards indicated CP authorization required. He couldn't help me. I told him that he needed to connect me to someone who could authorize the card. He indicated that he didn't have anyone else I could speak with. He said that he would need to send out a technician to my house to fix the issue. I was so angry at this point. I took the automated survey following the call and rated the service horrible on all counts. I scheduled an appointment for next Monday from 5-8 pm.

    After I hung up the phone with the CSR, it dawned on me that the BHN technician who was at my house earlier used my Cingular cell phone. I decided what the heck -- I'll call the special number for installers myself.

    I removed both CC's from the S3 and decided to swap CC2 for CC1. I inserted CC1 in the bottom slot and waited for the TiVo to recognize the insertion. I pulled up the screen that provides me with the CC information. I then dialed 866-662-7778 and reached the Support Service Center for BHN Florida. I listened to the menu and decided to select option 5 to be connected to an analyst.

    The analyst answered the call and asked me for the job number. I read him the job number off of the receipt provided to me by the technician. He then asked me for the CC# and Host ID. He said that the CC would be activated in a few minutes. I hung up the phone and waited. Sure enough, the CP authorization received, came through in a few minutes, the TiVo rebooted, and I verified receipt of all channels including the missing channels on CC #1.

    I then proceeded to install CC #2. I called the 866-662-7778 phone number again and selected option 5. This time the analyst did not ask me the job number. I provided the CC# and Host ID. He then asked me something that I wasn't expecting. He told me to navigate to the CP screen and give him the EMM count. I said that it was a TiVo Series3 and ummm, ummm, it might take me a second to find it. I went back to the CC screen and selected something that sounded close. Sure enough there was an EMM count of 0 and waiting for CP Authorization was displayed. He told me to wait a minute and then refresh the screen. I backed out and re-entered the screen a couple of times and the EMM count jumped to 23 but it was still waiting on CP Authorization. Finally it displayed CP Authorization Received with an EMM count of 42. He told me that I could now receive all of the channels. He stayed on the line while I check all of the channels including the missing channels.

    Finally I had to repeat guided setup one more time. Everything is working fine. I kept my appointment for Monday evening in case things go bad but I'm very pleased right now. I think its only a matter of time before users will be able to do self-installs on cablecards and look forward to that day.

    I felt a little bad for impersonating a BHN technician but not too bad!
     
  7. Feb 3, 2007 #107 of 379
    Sirius Black

    Sirius Black Grey Warden Reject

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    Update #2:

    I scheduled a service technician to come to my home on Monday during the day. I prefered the weekend (of course) but that was booked. Anyway, not five minutes ago I received a second call from BH claiming they needed 72 hours notice before doing a cablecard install. Something about calling Tivo and making sure the installation goes smoothly. Because of this delay, it will be next Saturday before I am able to have the cablecards installed. We'll call this strike two on Brighthouse. Strike one was the supervisor never returning my call.

    So now I have a series 3 Tivo all ready to go and can't do anything with it (as far as HD goes) until next Saturday. :(

    I'm wondering how the Tivo works without cablecards at all. Will I get any channels through cable (not OTA) along with the guide data, etc?
     
  8. Feb 3, 2007 #108 of 379
    tedbill

    tedbill New Member

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    Feb 11, 2002
    I certainly wouldn't feel bad about it. Your example just proves that this whole roll-a-tech-for-CCs is nothing but BS. They should be able to hand out CableCards and allow end users to install themselves.

    I ran my S3 for a little over a month with just Cable and OTA. Everything will work great, but you likely won't get any HD because TiVo doesn't provide a way to map the QAM channels from cable. But if you have an antenna sitting around you might try it out to see what digital channels you can get OTA.
     
  9. Feb 3, 2007 #109 of 379
    Sirius Black

    Sirius Black Grey Warden Reject

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    at the very least I can quit using the BH DVR today. That's a good thing. I don't have an antenna lying around and I'm already looking at buying more equipment because I want to use the network to do updates now. I'm looking at needing two switches. It's unfortunate but that's my situation. I have a wired connection to my computer from an Airport Extreme (which has only one wired connection port). I have a 360 upstairs with a long ethernet cable running up my wall to my loft. If I get 2 switches, I should be able to have everything connected all the time instead of having to switch back and forth like I do now when I go on Xbox Live. I'm no network expert so if I'm missing some other option (besides wireless), I'd be interested to read about it.
     
  10. Feb 3, 2007 #110 of 379
    DeathRider

    DeathRider New Member

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    Dec 30, 2006
    Boston Area RCN
    You should get all the analog channels and the unencrypted digital channels.

    You probably won't get guide data for the digital ones.
     
  11. Feb 3, 2007 #111 of 379
    acvthree

    acvthree Active Member

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    Jan 17, 2004
    Carrollton,...
    Switches are cheap and easy. I have one in my office with everything going through it and a single link back to the Verizon Fios supplied router. From your description I can't picture why you need two, but, as long as you don't cable in loops, it is not a problem.

    Al
     
  12. Feb 9, 2007 #112 of 379
    Sirius Black

    Sirius Black Grey Warden Reject

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    I've been using the S3 without the CableCARDs all week and I miss HD. Heroes, 24, and Lost just aren't the same.

    Judgement Day is tomorrow. If Brighthouse shows up and everything works. Great. If a card is bad and they don't have spares, that'll be strike three. Strike one was the first CSR telling me that they can't give me CableCARDs for anything but a TV and when I asked for a supervisor, I never received a return phone call. Stike two was after talking with tech support (as suggested here) and scheduling an appointment for CableCARD installation, BHN called me back the next day and said they needed 72 hours to prepare for a Series 3 CC installation. That's nonsense, IMO.

    Patience is a good thing. I like to think I'm a patient person. But waiting for the entire week (I can't work from home but had permission for last Monday because of the appointment) was unnecessary. They should have been able to show up on Monday without any problem at all. Better still, I should be able to stop by and pick the cards up myself.
     
  13. Jun 6, 2007 #113 of 379
    inashoebox

    inashoebox New Member

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    Dec 29, 2004
    St....
    We just got our series 3 box and after the run around with BHN (pinellas county) finally got someone out here today to install the CCs. Not only am I missing channells (609, 690, etc..) the color on my TV is now distorted and very yellow (we have a JVC 1080p 62 inch HDTV). I have tried adjusting the tint and color on the TV but nothing seems to work, I am at a loss as to what is happening....this morning without the CC and only the cable hooked up to the TIVO box the picture was fine. Anyone have any ideas????



    Thanks,
    Christi
     
  14. Jun 6, 2007 #114 of 379
    windracer

    windracer joined the 10k club

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    Since the S3's CC slots are in the back, did the installer maybe bump the video cables? Check to make sure nothing's loose.

    As for the missing channels ... are you able to get any digital encrypted channel (i.e., above 100)? Check the CableCARD screens and confirm your cards are authorized. A few hours after the installer left when I got my cards installed (this was last November) the cards reverted to "Waiting for CP Auth" and wouldn't tune to those digital channels. I had to call BHN (I'm in Pinellas county too) and get them to re-init the cards.
     
  15. kochsr

    kochsr New Member

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    Jan 28, 2002
    can you run a TivoHD with just one CC for the non-clear channels? my brighthouse (michigan) wants 10 DOLLARS EACH! i can't support this ridiculous activity.
     
  16. JoN8282

    JoN8282 New Member

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    Feb 26, 2005
    with only one CC - your box becomes a single tuner box... you need either no cc's or two cc's for dual tuner functionality.
     
  17. Hogues92

    Hogues92 New Member

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    Jan 8, 2006
    Unless I'm mistaken, the Tivo HD will run a single M-card which will give you dual tuner goodness.
     
  18. windracer

    windracer joined the 10k club

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    True, if you can get an M-Card. Brighthouse in St. Pete says they are not deploying them any time soon.
     
  19. Lenarro

    Lenarro USSB Forever!

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    Mar 4, 2005
    Hudson, FL
    I live in Pasco County. I called to have the cable cards installed about 3 months ago and asked if they were familiar with he S3. They said yup. Of course when the guy came out, he had never seen one. I handed him the sheet, he followed the instructions, and the only problem he had was explaining to the person on the other end of the phone about five times that it was a Tivo and not a TV. Been working great ever since.
     
  20. TomRaz

    TomRaz New Member

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    Feb 28, 2002
    I called BH today to ask how much cable cards would cost and they indicated $3.95 each. The sales guy I spoke to was indicating that there was no guarantee that the cable cards would support hi def.

    Have you guys heard of this issue ?

    Or was the guy totally blowing smoke somewhere ?

    Also what happens if Brighthouse starts using the M-card sometime in the future will the Tivo Series 3 and the Tivo HD be in trouble ?
     

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