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Bright House - refusing to provide cable cards

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

  1. nenemc

    nenemc New Member

    11
    0
    Jun 12, 2007
    it took three visits from installers and three scientific atlanta cards for my slot two, but after the last card everything is now working fine.(except for these pixellation issues)


    Be persistent with installers, if one card doesn't work, keep trying, like i said, it took three cards for it to work properly!
     
  2. Dr_Diablo

    Dr_Diablo Dr_Diablo

    916
    0
    Nov 23, 2003
    Midwest
    The day I purchased my Tivo HD I stopped by the Bright House office to see if I could get the cable cards for the Tivo... The person I talked to said that Bright House didn't have any cable cards...

    So, I played along an asked just where I might "purchase the cards"... Again the person had a blank look on her face... Could be that she just didn't have a clue as to what I was talking about, or worse case, the emplyees were "told" by upper mngt to force the consumer to use their product, HD DVR...

    Went straight home and called Bright House... Again I was told that there were no cable cards available from BH for Tivo's and if there were I would have to pay for a "Service Call"... $19.94

    I gave up trying to reason with these people at BH...

    I called Tivo CS, had her do a three way call with BH, and I listened in on the call...

    Still BH instisted, with a Tivo Rep on the call, that they did not have cable cards for the Tivo device...

    Un danted the Tivo lady told the gal at BH that it is an FCC mandate that BH offer the cable cards for their customers...
    An the Tivo gal asked to speak with a Supervisor... After being placed on hold for over 30 minutes, this person from BH came back with a different tune to sing...

    All of a sudden cable cards WERE available, but if I wanted them I must pay the $19.95 service call on the spot, and that BH does not work on Tivo's...

    Took four days to get 2 cards that worked, after a total of 14 attempts... the BH techs had never seen a Tivo HD before... duh ?

    Not a good way for BH to treat their ongoing customer base, in my humble opinion...
     
  3. tswyatt21

    tswyatt21 New Member

    9
    0
    Apr 11, 2007
    Anyone had problems with adding the HD Tier for their S3 or TivoHD's? I called last night to upgrade to the HD Tier (after getting my Fox HD OTA working) and was told that Cable Cards wouldn't receive HD content. After waiting for 15 minutes on hold while she talked to her supervisor she came back with "we're trying to add it to your service but it isn't letting us submit it". She told me to call the local office.
     
  4. Duke

    Duke Member

    124
    2
    May 6, 2000
    St....
    There should be no problem adding the HD Tier to the CC. I have this service from BH (Saint Petersburg area).

    Good luck,
    Duke
     
  5. tswyatt21

    tswyatt21 New Member

    9
    0
    Apr 11, 2007
    Thanks for the reply. I thought it should be available.
     
  6. Sep 4, 2007 #146 of 379
    adam84a

    adam84a Bright House Hater

    2
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    Aug 30, 2007
    Tampa, FL
    I don't want to scare anyone away from the S3 or the TiVo HD, but I do want to offer a warning to those considering using a third party cable card device with brighthouse (at least in the Tampa Bay area). I got my TiVo HD a couple weeks ago, and after three house visits and a day wasted waiting for a tech that never showed up. I had to give up on the TiVo HD and go back to the nasty, useless SA 8300HD. My problem was that nobody within Bright House had any clue about cable cards (I even had an amusing encounter with a csr that, while trying to force their HD DVR down my throat, informed me that bright house would "probably not offer cable cards in the near future" I was kind enough to let her know that would be illegal). My problem, I believe, was that they never completely paired the cards correctly because I was never able to receive any of the encrypted or copy protected channels. Unless you are lucky enough to get someone from BHN who know's what they're doing, or you have all the time in the world to wait around for multiple visits from BHN techs you will be better off waiting until they gain more experience with CC installs, or in my case until FIOS is rolled out to your neighborhood.
     
  7. Sep 4, 2007 #147 of 379
    CharlesH

    CharlesH Member

    1,061
    1
    Aug 29, 2002
    Sacramento...
    That works for folks served by Verizon Communications. Those of us in at&t land (former SBC/Bell South) don't have that option, since their u-verse product does not use cable cards and is thus not compatible with the Series3 :thumbsdown:
     
  8. Sep 4, 2007 #148 of 379
    sbiller

    sbiller Active Member

    1,915
    0
    May 10, 2002
    Tampa, FL
    I've completed three (actually four) successful installs with Bright House in the Tampa Area. The secret to my success is actually taking over the install process from the technician. I've even offered to perform the telephone call during the pairing process. If you are in the Tampa area, I suggest you file a complaint with the City of Tampa here --> TampaGov Cable TV Service Complaint . They will elevate your complaint to a CSR in BHN that has the ability to fix your issues.

    Good luck,
    Sam
     
  9. Sep 4, 2007 #149 of 379
    sbiller

    sbiller Active Member

    1,915
    0
    May 10, 2002
    Tampa, FL
    One more thing regarding BHN in Tampa and the TiVo HD... you can now get the M-Card instead of 2 S-Cards.
     
  10. Sep 4, 2007 #150 of 379
    Dr_Diablo

    Dr_Diablo Dr_Diablo

    916
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    Nov 23, 2003
    Midwest
    It would appear that a Class Action Lawsuit against the nations cable service providers would get their attention...
     
  11. Sep 5, 2007 #151 of 379
    Duke

    Duke Member

    124
    2
    May 6, 2000
    St....
    What's the advantage of the M-Card over the S-Card - one monthly card fee instead of two?

    Duke
     
  12. Sep 5, 2007 #152 of 379
    jfh3

    jfh3 New Member

    4,469
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    Apr 15, 2004
    Denver area
    In theory, slightly better performance.

    Less expensive.

    50% less chance that the cable company will screw up installing two cards instead of one.

    Newer technology (some might not consider this an advantage)
     
  13. Sep 5, 2007 #153 of 379
    sbiller

    sbiller Active Member

    1,915
    0
    May 10, 2002
    Tampa, FL
    My M-Card was so new... first install of the M-Card in the Tampabay area... that BHN couldn't even tell me the monthly fee. It could be the same cost as the S-Card. I will let you know as soon as I get my updated bill.
     
  14. Sep 5, 2007 #154 of 379
    Dr_Diablo

    Dr_Diablo Dr_Diablo

    916
    0
    Nov 23, 2003
    Midwest
    When you placed your order with BH for the cable cards, did you have the option of going with the Single Stream card or the Mulit-Stream card?

    Here BH only offers the SSCC...

    An boy are they, the folks at BH, dead set against trying to assist the consumer with aquiring the cable cards period...
     
  15. Sep 6, 2007 #155 of 379
    Dr_Diablo

    Dr_Diablo Dr_Diablo

    916
    0
    Nov 23, 2003
    Midwest
    Point is that the cable company feels that a tech should be on site to "pair" the card...

    I think it is more to the point that the rep for the cable company does not know HOW to send a "hit" to your Tivo...

    I just spent 90 minutes on the phone with Tivo, whom indicated that the EMM count for the cards was too low...

    In my case, for card #1 the EMM count was 6... for card #2 the EMM count was at 12...

    Val said that the EMM count per card should be no less than 30...

    During our "threeway call" with BH.. the first gal had no clue what a TIVO was...

    At that point I asked to speak with a "manager"... since this gal wasn't gonna be of much help.... :rolleyes:

    After a manager came on, she was able to send a hit, which increased the EMM for the cards from 14, to 16 respectively...

    Val/Tivo gal told BH that the EMM count had to be at least 30...

    After several "being placed on hold" the lady at BH, at this point was just guessing,

    had me reset the Tivo, removing the cards, before reseting...

    A bad situation went from bad to worse...

    After the reboot, inserted card #1, she sent a hit, the EMM count was no more than 4.... :confused:
    Card #2 was slightly better at 6

    Getting no where fast with this, I suggested a tech be dispatched... While on hold with BH, I confured with Val, an she agreed that this should have been able to be done via phone... Again, the lack of knowledge on BH part is the problem...

    I had asked to be connected with central dispatch to have a "hit" sent out... Was told that was not possible, ain't gonna happen... :( :confused: :confused:

    So, in the end, you might go to the Cable card menu and check what your EMM count is, an hopefully have better success in getting that count up, if the count is not at least 30 or better...

    Good Luck, ;)
     
  16. Sep 6, 2007 #156 of 379
    Duke

    Duke Member

    124
    2
    May 6, 2000
    St....
    Just as a point of reference, I've had my Series3 on BH in the Tampa Bay area for 9 months now. Here's my count:

    Card1 ECM = 1594 EMM = 0
    Card2 ECM = 1899 EMM = 4


    Duke
     
  17. Sep 6, 2007 #157 of 379
    TomRaz

    TomRaz New Member

    261
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    Feb 28, 2002
    I was just about ready to purchase a Tivo HD but based on the nightmares with BH I guess I will wait a while :eek:
     
  18. Sep 6, 2007 #158 of 379
    Duke

    Duke Member

    124
    2
    May 6, 2000
    St....
    Well as they say "your mileage may vary". I had absolutely no problem getting them to set up a truck roll to install my 2 CC's. The two installers who showed up (seems like a bit of a waste) were actually third party contractors. I asked them politely to follow the directions provided by TiVo w/ the Series3 precisely, which they did. They knew the number to call to get the cards paired and pinged. In my case at least it all went smoothly. What part of Florida are you in?
     
  19. Sep 7, 2007 #159 of 379
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    Sorry, I think this is a red herring. This MIGHT be the case in some instances, but not as a general rule.
     
  20. Sep 7, 2007 #160 of 379
    Glich

    Glich New Member

    30
    0
    Feb 18, 2002
    Sending an email carpet bomb to there PR legal and execs may work wonders.
     

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