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Charter & Series 3 Problems

Discussion in 'TiVo Series3 HDTV DVRs' started by ckoble, Sep 16, 2006.

  1. Sep 16, 2006 #1 of 1052
    ckoble

    ckoble New Member

    18
    0
    Sep 16, 2006
    Long Beach, Ca
    I received my S3 a couple of days ago and scheduled an appointment today for CableCard installation from Charter Communications (Long Beach, Ca). The installer called me to ask what kind of TV the cards were to be installed in and I told him that it was a TiVo... he told me that TiVos were not supported. They only supported TVs. I convinced him to still come and "indulge" me. His supervisor called me and gave me the same story... I told him that I wanted them to come anyway.

    So they show up and install the cards and they cannot acquire channels. I told him to leave the cards and I would troubleshoot myself.

    Next I called TiVo, they indicated that the cards are not set up properly.

    So I called Charter back and talked with a woman named Sophia. After spending about an hour on hold, she basically came back and said that the cards WERE set up properly and if I had a CableCard TV, they would prove it to me. The story they give is that the problem is with the TiVo and since TiVo was proprietary and they can't test it to make sure that the problem isn't the TiVo.

    So now it has turned into a Charter blaming TiVo and TiVo blaming Charter.

    Any ideas? Could this be Charter not wanting ts customers to use third party DVRs? Anyone else experience problems with Charter?
     
  2. Sep 16, 2006 #2 of 1052
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Apr 17, 2000
    Nevada
    TiVo is absolutely NOT proprietary. It is a CableLabs certified device. Cal them back and tell them that, tell them to look on their CableLabs approved list for model number TCD648250B

    Dan
     
  3. Sep 17, 2006 #3 of 1052
    ckoble

    ckoble New Member

    18
    0
    Sep 16, 2006
    Long Beach, Ca
    Dan,

    I spent a while telling them that this is CableLabs certified and that it is an FCC mandate that they provide cards that work in this device... they still come off as unwiling to help. I was told that if I wanted another technician to come out to troubleshoot this problem, it would cost me $50/ hour.

    I just might march into the Charter office on Monday and have them explain to me in person why they won't support this unit. I'll keep you guys posted!
     
  4. Sep 17, 2006 #4 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Yes, please do ckoble. I have Charter and they messed up our account which ended up pushing back my installation. I'll have to wait until Friday so I am looking forward to your follow up. Good luck!!! :)
     
  5. Sep 17, 2006 #5 of 1052
    ckoble

    ckoble New Member

    18
    0
    Sep 16, 2006
    Long Beach, Ca
    Update: Just spoke with Ed a supervisor at the Charter Irwindale office who has relayed the following to me:

    -Charter only supports TVs and does not support any other CC devices.
    -They will schedule another appointment with me to "tell me in person that TiVo is not supported" and will not troubleshoot any device that is not theirs (even though the cablecard IS theirs) -- when I asked what the appointment was for then -- he said it was to "pick up the their cablecards"
    -Claims that the technical supervisor has a series 3 tivo (retail purchase) and knows that it does not work. (which sounds like a load of crap since he said he had it 2 weeks ago)

    ANY help from TiVo to set Carter straight would be greatly appreciated. From my point of view this is beginning to sound like a broken record, I tell Charter that they are required to support this... they say TiVo is not supported and that their cards only work in TVs. I say if it works in a TV it should work in the TiVo. They say... obviously not because it is not working. I say that the cards are not configured or set up properly, they say that the problem is TiVo and that it is not compatible with the cablecards which they use (SA PowerKey Conditional Access Module).

    I'm at a loss. Should I send my TiVo back? Is this hopeless?
     
  6. Sep 17, 2006 #6 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    I cannot believe the load of BS that Charter is giving you. Seeing how much trouble you are getting from them is also making me worry about my install on Friday. Hopefully the Alhambra office will be better. Don't know...

    Anyone else have Charter and has had their CCs work on their Tivos?
     
  7. Sep 17, 2006 #7 of 1052
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Apr 17, 2000
    Nevada
    This is such a crock of sh*t! They are required by law to support ANY device that is certified for use with CableCARDs by CableLabs. all them back and tell them if they refuse to install the cards in the TiVo your next call will be to the FCC.

    You might also try calling the TiVo help line and seeing if they will get involved on your behalf.

    Dan
     
  8. Sep 17, 2006 #8 of 1052
    ckoble

    ckoble New Member

    18
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    Sep 16, 2006
    Long Beach, Ca
    I have already contacted TiVo (yesterday) and they tell me that they cannot do anything.
     
  9. Sep 17, 2006 #9 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    OMG this is full of sh$t! If Tivo doesn't help and Charter refuses to install, maybe your best bet would be to call the FCC and let them know what Charter is doing. By law they have to support the CCs. How about also calling the BBB?
     
  10. Sep 17, 2006 #10 of 1052
    alansplace

    alansplace ------ Alan ------

    804
    0
    Apr 30, 2006
    Southern...
    try TiVoJerry's suggestion

    --
    Alan :D
     
  11. Sep 17, 2006 #11 of 1052
    wdave

    wdave New Member

    3,996
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    Jul 16, 2000
    Stevenson, MD
    /subscribe. I want to hear how this one turns out. This is one of the more egregious violations of the FCC laws. What kind of teeth does the law have to address this sort of violation? Anyone know?
     
  12. Sep 17, 2006 #12 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Possibly fines, but I have no idea how much. Hopefully it would be enough to hurt Charter.
     
  13. Sep 17, 2006 #13 of 1052
    cfc

    cfc New Member

    28
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    Jan 8, 2002
    Ashburn, VA
    Check on your cable bill. I have Adelphia, but mine lists a phone number for the local franchise autority. If they won't give me cablecards I plan to:

    1- turn in my cable DVR and cancel all movie channels(I should still be able to get my digital channels)
    2- notify my local cable franchise authority
    3- call the FCC

    Part of the FCC cablecard rules

    ...(b) No later than July 1, 2004, cable
    operators shall support unidirectional
    digital cable products, as defined in
    ยง 15.123 of this chapter, through the provisioning
    of Point of Deployment modules
    (PODs) and services, as follows:...

    and furthur along...

    ...(3) Cable operators shall ensure, as to
    all digital cable systems, an adequate
    supply of PODs that comply with the
    standards specified in paragraph (b)(2)
    of this section to ensure convenient access
    to such PODS by customers....

    Even if I eventually get a cablecard, I'm thinking of notifying the FCC about the lack of "convenient access".
     
  14. Sep 17, 2006 #14 of 1052
    waharris007

    waharris007 New Member

    29
    0
    Sep 4, 2006
    Spring...
    HOLY CRAP. For weeks, I've been stuffing cash into an envelope that has TIVO written in big black letters on it, just drooling for the day next month when I can get rid of my piece of crap Motorola Moxi box from Charter. And now, there's a chance that Charter will screw me??

    Seriously, if anyone has an S3 with Charter and is all goose-pimply happy about it, please chime in!! I need to know if this is going to work!

    Thanks!
     
  15. Sep 17, 2006 #15 of 1052
    Larry in TN

    Larry in TN New Member

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    Jun 20, 2002
    Nashville, TN
    Don't worry about it. Charter has to support it. They don't have a choice.
     
  16. Sep 17, 2006 #16 of 1052
    Greeby

    Greeby Clueless Loser

    29
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    Dec 15, 2001
    New Freedom, PA

    I called Adelphia up today and spoke with a very nice CS agent that hooked me up with the full digital package for 3 months for $39.95 (instead of the normal $95.00 or so) because I was coming from DTV.

    Ordered 4 cable cards for the 2 Series 3s that I should have sometime next week. She did try and charge me an extra 19.95 because of the "extra" room they would have to install (they charge extra for installs in more than three rooms). Once I explained that it was really only a 2 room install she was fine with it.

    Cable company will be here 9/26.

    As a side not she did try and talk me into getting thir DVR because it was so much better. Once I explained that I had just laid down $1700.00 for 2 TiVo Series 3 DMRs and that's why I wanted the cable cards she relented.

    I wish everyone experience was as easy and trouble free as mine was.
     
  17. Sep 17, 2006 #17 of 1052
    waharris007

    waharris007 New Member

    29
    0
    Sep 4, 2006
    Spring...
    I just had an online support chat with a Charter rep, "Amit." He said there was no way Charter would support the device or come out and do the install. However, he said I could order the cable cards and install them and run the setup myself. I asked if there would be any negative impact to my cable service, and he really couldn't answer that. He just said (repeatedly) that Charter cannot support other companies' devices so he didn't know. All he knew for sure is that it would not allow me to have PPV, VOD, or their channel guide (which we already know).

    So, if I get the cable cards myself, I shouldn't have any trouble getting an S3 set up, right? Is there more to it than sticking the cards in and running the onscreen setup? Any super secret "cable guy" magic needed beyond that?
     
  18. Sep 17, 2006 #18 of 1052
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Nevada
    I wouldn't worry about it either. I called my local Charter to ask about a CableCARD install and they couldn't have cared less what I was installing it into. This appears to be an isolated problem with the OP's local Charter branch.

    And for the record I am 99.9% certain that this problem is due to the cards not being initialized correctly. The reason I say this is because the S3 uses two seperate hosts for each card. WHich means if there was a hardware defect, in either the cards themselves or the TiVo, it would be highly unlikely that it would effect both cards. The OP just needs to get the guys at his local branch to take their heads out of their a$$es and actually help him fix the problem.

    Dan
     
  19. Sep 17, 2006 #19 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    I absolutely agree Dan. Don't know why his local Charter is being such an a$$ about this. I don't know why some cable companies are like this. Just because we don't want their box, doesn't mean that people have to suffer with the CC installs. It's absolutely ridiculous!
     
  20. Sep 17, 2006 #20 of 1052
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Nevada
    Again total BS! They are required by law to install the CableCARDs into the TiVo just like it were a TV.

    That being said installing CableCARDs is very simple....

    1) Write down the serial number from the first card.
    2) Insert that card into the bottom slot of the TiVo
    3) Wait for black MMI screen to appear
    4) Write down the Host and Data numbers that appear on that screen.
    5) Repeat for card #2, inserting into top slot
    6) Call the cable company and give them the information you wrote down for each card.
    7) Wait about 10 minutes then test each card using the "Test Channels" item under the CableCARD menu.

    If the Test Channels fails call the cable company back and make sure they have the information entered correctly, then have them re-hit the cards. Provided neither of the cards is defective this should work and you should be good to go.

    Dan
     

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