1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Bright House - refusing to provide cable cards

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

  1. Sep 8, 2007 #161 of 379
    jimhutchins

    jimhutchins New Member

    16
    0
    May 25, 2004
    I've owned six DirecTV TiVo-based DVR's (four SD, two HD) over the years. When I moved into a new home a couple months ago, I decided to skip the HUGE headache of getting yet another DirecTV dish installed (fourth home in four years). I've previously had AWFUL experiences with DirecTV's (contract) installers. Add to that DirecTV's lack of some key HD locals in my market and their insistence that I spend ANOTHER $600 to replace my less-than-two-year-old HD DVR's to get the few locals the have with their inferior (non-Tivo) MPEG-4 replacement and I was done with them.

    I'd been a (satisfied) Bright House High-Speed Internet customer for several years. So, after reading several reviews, I decided to give Bright House and their Scientific Atlanta Explorer 8300HD a shot. Wow. I new TiVo was good, but talk about a night and day difference (I know I'm preaching to the choir). My wife complained about the Bright House DVR almost daily. So, I finally broke down and bought a new TiVo HD last Friday (the Friday before Labor Day). When I brought it home, I didn't tell her what I'd done. I just hooked it up. She said "what could you possibly add to the TV now?!?" Instead of responding, I just turned the TV on and pressed the TiVo button on the remote. She actually hugged the TV and said "my long lost friend is back!!!!!".

    Now that I had the all-important wife-approval, I began the HD installation process. All I had so far was the analog channels. At least it was TiVo. I called Bright House. Amazingly, they knew about the TiVo HD's and even knew that I needed two CableCards. They scheduled someone to come out "between 9 and 1" on Wednesday (five days later).

    On Wednesday, the Bright House installer showed up at about 10:00. He had four CableCards with him. This was the same guy that had installed my DVR's a couple months back. He'd been "ok" on the previous visit, but not great. Everything except the TV remote codes worked when he left and it only took me about 10 minutes to clean up the mess of cable trimmings he left in my yard and garage. This visit didn't start as promisingly. He said "this is my first CableCard install". That proved obvious pretty quickly. Despite handing him the installation guide that came with the TiVo, he was pretty much befuddled. Over the course of the next two hours, he called the Bright House office at least half a dozen times and talked to a multitude of confused people. The one he talked to most of that time also said that he had never installed a CableCard before. By the time the installer left, he'd tried all four cards, gotten one to work, but never two. He finally gave up and left telling me to call Bright House and schedule a "trouble" appointment. At that point I was back to analog only on the TiVo.

    So I called Bright House to schedule a second appointment. This one was for Saturday morning between 10 and noon (eight days after my purchase). This guy showed up at 11:50. He brought seven CableCards. He said that he brought every CableCard in the office. How scary is that? He actually appeared to know what he was doing. He wound up trying three cards to get two working ones, but he clearly had a handle on how the process worked from a practical standpoint. An hour later, he had everything working.

    The bottom line is that the process was MUCH harder than it needed to be, and took far too much time and too much involvement on my part, BUT, the end result was worth it. My wife is ecstatic and it is working perfectly so far. Well worth the money and time. In the end, this was about what I expected. Mi\y wife is already asking when I'm going to replace the other Bright House DVR's with TiVo's.
     
  2. EpcotEric

    EpcotEric Member

    40
    0
    Dec 21, 2001
    St...
    I just got my cablecards installed and setup on my Series 3 today. Took about 20 minutes, but no major problems -- installer was very friendly and patient. I also got a regular Digital Set Top Box (about $1/mo extra) to access VOD stuff, etc.

    Anyhow, I notice that my box shows versions of many of the channels below 70. For example, The Weather Channel on 63 is crystal-clear digital on my Set Top Box.

    Now on my Series 3 w/Cablecards, the TiVo is using the old analog signal for that channel. I get lousy analog signals so the higher the channel, the grainier the picture. (The Weather Channel on 63 looks horrible.)

    Is there a way to get the Cablecards to map to a digital frequency for those channels (just like the STB)? I am afraid to call BrightHouse with the fear or "I told you so" attitudes about the cable cards and that I should just get a BH DVR.

    Any ideas? :confused:
     
  3. jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area

    Yes, if BH uses ADS. If so, they need to flag your account as digital--enabled (or whatever flag they use for ADS (analog-digital simulcast). In some systems, you can "trick" the account by adding an HDTV converter on the account and then removing it.

    However, I would certainly hope that someone at BH would know if ADS is used, and, if so, how to flag your account as digital. (Once that flag is set, the proper mapping info should be provided to the CableCARD(s).)
     
  4. Aiken

    Aiken Blah, blah, blah.

    287
    0
    Feb 17, 2003
    Redmond, WA
    I just had to point out that this thread is now one year old.
     
  5. Dr_Diablo

    Dr_Diablo Dr_Diablo

    916
    0
    Nov 23, 2003
    Midwest
    Yes, and the sad part is that even after a year for BH to get in step with adapting the Tivo unit into the program, they are still seriously lacking qualified installers whom have a working understanding of how to get the cable cards paired...

    To this day, BH claims their DVR is superior to the Tivo... yeah right
     
  6. drcomp

    drcomp New Member

    3
    0
    Jan 18, 2006
    I bought the new TiVo two days ago. I live in Bakersfield, and Bright House sent an installer out yesterday to install two S type cable cards, and neither he nor another installer he called could get them to work. I get no channels at all with the cards in the TiVo, but I can get all the analog channels with the cards out. Now today on the phone they tell me they are working on it, and to check back in a month or two. I guess the only thing I can do now is return the TiVo, which I really don't want to do.
     
  7. jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    The important thing is not the installer, but who they talk to on the phone.

    Don't take BS like "check back in a month or two".
     
  8. drcomp

    drcomp New Member

    3
    0
    Jan 18, 2006
    I was given the phone number of the person in charge of installations, but of course I get his mailbox, and no return call so far. I sent support email detailing problem this morning, will see what happens.
     
  9. scswngr

    scswngr New Member

    11
    0
    Feb 17, 2005

    Hey let me know what happens.. I am in the same boat as you with Brighthouse.... they are a bunch of idiots! I'm seriously considering lodging a complaint with the FCC... Bakersfield is a huge city.. they're not some small little cable company.
     
  10. EpcotEric

    EpcotEric Member

    40
    0
    Dec 21, 2001
    St...
    Well I called Brighthouse and told them that my cablecards are not receiving the ADS. The guy on the phone "re-hit" my cablecards and had me reboot the TiVo, resulting in nothing new. So he scheduled a tech run.

    Tech came out and had no idea what a cablecard even was. So he left and told me a supervisor would call the next day. The \supervisor called the next day and said that ADS is not available with cablecards. He said they no longer "upgrade" or "update" cablecards and that cablecards are not capable of receiving analog-digital simulcasts. I didn't call back.

    Anybody in Tampa Bay have this problem also or found a way to resolve it?
     
  11. windracer

    windracer joined the 10k club

    11,580
    3
    Jan 3, 2003
    St. Pete, FL
    I'm not seeing the problem you're describing with the analog channels on my S3 (I'm in North Pinellas). The Weather Channel (63) is pretty clear, more clear than it was on my old S2. According to the Diagnostics screen it's definitely analog (457250KHz).
     
  12. EpcotEric

    EpcotEric Member

    40
    0
    Dec 21, 2001
    St...
    However that channel is now simulcast in digital on my Brighthouse Set Top Box, as are MANY of the lower-end analog channels. My Set top Box gets these channels crystal-clear vs. my S3. Oh well. Guess I'll just wait for FIOS to rollout in Pinellas in the next year or two. :rolleyes:
     
  13. windracer

    windracer joined the 10k club

    11,580
    3
    Jan 3, 2003
    St. Pete, FL
    I've never had one of BHN's set top boxes, so I've nothing to compare to. But like I said, the analog channels look a TON better on my S3 than they did on my S2, so I have nothing to complain about.
     
  14. Duke

    Duke Member

    124
    2
    May 6, 2000
    St....
    That's because the BHN STB cross-maps the analog channels to their digital equivalents. So when I tune to, say, channel 9, the set top box actually tunes to digital channel 609 (even though the channel indicator shows 9 on the STB).

    When you select channel 9 on TiVo, it tunes to analog channel 9. It is not cross-mapping to 609 - wish it did.

    Duke
     
  15. jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    The CableCARD should be doing the same thing - if not, your cable company most likely doesn't have your account set up properly (e.g. listed as digital).

    It's possible that they don't use ADS, but I doubt it. Maybe BHN is different, but when you use cablecards, channel assignments should be mapped to to the digital versions.
     
  16. nikkicola11

    nikkicola11 New Member

    10
    0
    Sep 24, 2007
    Did I see a posting about multi-stream cards being available in Tampa? When I called last week they said no. The guy came today but was only able to get 1 single stream card in, (he said the other 2 he brought with him don't work) and he couldn't even get the one he did put in activated.... Does anyone have any suggestions...the guy is supposed to come back tonight before 8, but I am not holding my breath.
     
  17. sbiller

    sbiller Active Member

    1,915
    0
    May 10, 2002
    Tampa, FL
    Yes. I have an M-Card installed in my TiVoHD in Tampa. It took a complaint filed with the Tampa Cable Commission followed by a discussion with a higher-level CSR with Brighthouse to get it done but I was successful. They do have the cards and do have the ability to get them installed. You need to elevate your request to another person in the Brighthouse management chain. If you want to go my exact route, you can start by filing a complaint here --> Tampa Cable Complaint . It will take a few days but you will likely be contacted by a BHN rep after your complaint is forwarded from TampaGov.

    The exact text of my complaint was as follows:

    After being contacted by the BHN CSR, I told him I would be satisfied that I would be paying a fair price if I used one M-Card at $3.95 instead of the two S-Cards at $3.95 each.
     
  18. nikkicola11

    nikkicola11 New Member

    10
    0
    Sep 24, 2007
    Thanks....it's almost 7:30 and he hasn't come back... :mad: Don't they know it's premier week! Why do they have to make it so hard? I have already been waiting for a week so I don't want to bring up the multi-stream issue until they come back, the last thing I want is to give them a reason to delay this more. Once I have the 2 singles installed I will get it switched I guess, I am in AGONY. If there stupid techs can't install them, then why not let customers self-install? I would bet that most TivoHD users are early adopters and much more adept at figuring it out. Unfortunately I was at work when the tech came earlier, and my roommate was pretty worthless....I never would have let them off the hook as easily as he did.
     
  19. Oct 4, 2007 #179 of 379
    illc0mm

    illc0mm New Member

    6
    0
    Jul 3, 2007
    I that Tampa Bay area, What's the deal with the channels in the 700 range? I used to have them with Pace Digital box, but since I went with the Series 3 it looks like I don't have access to them any more. They were not on demand or anything like that, helpdesk is not very helpful... :(

    Other than that, few issues with my cable cards...

    -illc0mm
     
  20. Oct 4, 2007 #180 of 379
    windracer

    windracer joined the 10k club

    11,580
    3
    Jan 3, 2003
    St. Pete, FL
    The 700 range (at least in Pinellas county) is part of the HD Pak ... maybe they removed that from your account by accident?
     

Share This Page