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Charter & Series 3 Problems

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

  1. Sep 29, 2006 #281 of 1052
    quango

    quango New Member

    180
    0
    Sep 25, 2005
    Macon, Georgia
    I am able to get all of the channels in my packages (extended basic, HBO/Cinemax/Showtime, HD Tier) fine here in Clayton (Overland lineup), though it took two trips to get it done...

    The first guy (Monday) put in the cards and took off; apparently he never called in the activation info to Charter. The second guy (Wednesday) got everything sorted out, even checking the signal strength and replacing some crappy splitters. No real hassles... we had the 161-4 error come up on one card, but it cleared itself after a few minutes.
     
  2. Sep 29, 2006 #282 of 1052
    aggets

    aggets New Member

    27
    0
    Sep 24, 2006
    sun prairie wi
    appt between 10:00 and 12:00 today my fingers are crossed!
     
  3. Sep 29, 2006 #283 of 1052
    aggets

    aggets New Member

    27
    0
    Sep 24, 2006
    sun prairie wi
    sorry i should have posted my location sun prairie wi (madison market) new at posting in forums hopefully i wont offend anyone not up to speed on the ettiqute
     
  4. Sep 29, 2006 #284 of 1052
    TK421

    TK421 Member

    157
    0
    Feb 25, 2002
    Madison, WI
    aggets, definitely report back on how it goes, there are at least a couple other people on this thread from Madison.
     
  5. Sep 29, 2006 #285 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    As of this morning, one of my cards appears to get most, if not all of the correct channels (notably it is getting HBO, Showtime, and the HD stuff). So that appears to bode well for the future. The other card is still not working. I called Charter this morning and after going through a series of menus and an annoying voice-prompted self-diagnosis procedure, I ended up talking to an idiot that barely spoke english and who wouldn't believe that they could activate the card from their equipment (the solution offered was for me to go to the local office and get another cablecard). She talked to her supervisor who sounded as clueless as her. So I've got an appointment for another installer call next Tuesday, but I'll try a few more calls before then.

    I've only got the general Charter customer service phone number. If someone has a better, more direct number for the western San Gabriel valley, please post it or PM me.

    Now back to the battle...
     
  6. Sep 29, 2006 #286 of 1052
    drevnock

    drevnock New Member

    76
    0
    Jan 23, 2003
    Aggets,
    Keep on them, there are a few in the Madison central office that know what is going on.
    If you can get them to talk with Megan at dispatch you will be running in no time. She seems to know exactly what & how to set up your account on their end.

    She doesn't work on Saturday... and of course that is when they are bring my 2nd card out!

    Good Luck!
     
  7. Sep 29, 2006 #287 of 1052
    jdmass

    jdmass Member

    94
    0
    Dec 1, 2002
    Westborough, MA
    I received my S3 yesterday, and despite 2 charter CSRs telling me that I could install the cards myself, when I went to the local office to pick up the cards, they said "we don't have cards, they require an install". So after a call to Charter, I arranged to have them installed this morning (no install charge because their call record showed that the CSRs had given me wrong info about self-install).

    The installer got here at 9:45am and was very nice and willing to help, but told me that he had never done ANY kind of cable card install before. I said that's okay we'll work through it.

    He gave me the cards and I wrote down the 2 lines of info on each card (SA PowerKey cards), and told him we need to do these one at a time. We installed the first card, it came up and we got the CableCard ID and Host ID from the screen. He then called charter and they asked for the first line of info printed on the cards. They then told him to wait for a call from another support group who, I assume, handles actual cable card activation.

    Immediately, the card info on the screen changed status to a message like "this card is not configured". When the guy from the support group called, we gave him the CC ID and Host ID and then a few minutes later went to test channels -- analog and in-the-clear HD channels worked, but no digital or premiums. The tech said that the administrative folks coded it wrong.

    He wanted us to do the other card. This time when the config screen came up we couldn't immediately get to the CC ID and Host ID because the charter person had entered the card info discussed previously and the card was showing as not configured. After a while, we got the "updating firmware" message, and waited about 15-20 min., and it finally completed (nail-biting time). The ID info was now accessible and we completed this.

    The installer then called back the charter admin and after another 15 min. or so finally got digital and premium (with Starz added in which I don't subscribe to). I tested a bunch of stations and he left at about 11 am (1 hr 15 min. most of the time on hold).

    I then completed guided setup, and when I began experimenting I found that a small number of HD channels (CineMaxHD , the new StarzHD, Universal HD, and TNT HD) would tune in, but within 2 seconds the screen would drop to the CC ID/Host ID screen. It appears that the station tunes in, and then the CC decides its not authorized and shuts it off. Bummer!

    I called Tivo, spoke to a friendly and reasonably knowledgable CSR and after some diagnostics (checking signal strength, etc.), she said that the problem appeared to be with the cable co. and that I should call them back and ask to hit the cards again or to replace the cable cards!!!

    Reluctently, I called Charter, who tried hitting the cards, but still same problem. They then paged the installer, who called me. We both think it is a problem with authorization and he is speaking to his supervisor, and I am currently waiting for a call back from him.

    So at this stage, the install is a partial success. Hopefully it will get straightened out. So near and yet so far!

    The moral of the story is check EVERY channel before the cable guy leaves.

    Has anyone else seen anything like this?
     
  8. Sep 29, 2006 #288 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hey ChuckyBox, actually, if you talked to the tech guy, he could actually make an appointment for you with possibly a better time. I'm getting Louie again on Sunday because he doesn't work on Saturdays. He knows a lady who knows how to deal with CCs. When I see him on Sunday, I'll ask him for a direct line to get to their tech support without having to go through the automated hell. Yeah, that automated thing totally annoys me because they don't have an option for CCs and so they think it's the TV that is programmed wrong. Yeah right! Good luck with everything!!!
     
  9. Sep 29, 2006 #289 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    jdmass, good luck with your cable guy. Could it also be the signal strength? At least you get to see the HD channels before they poop out on you. ;)
     
  10. Sep 29, 2006 #290 of 1052
    aggets

    aggets New Member

    27
    0
    Sep 24, 2006
    sun prairie wi
    tech arrived 15 min early was not real thrilled to see my tivo said this was his third one first one took an hour second 3.5 hours he got the card working in slot 1 after 1 bad card and much runaround from dispatch (dispatch told him to call headend headend told him to call dispatch) finally got card 1 working completely card 2 is not working yet dispatch told them to wait awihle so tech left said he would call or stop back later another appt. may be nescarry. tech was here 2 hours he spent approx 1.5 of those hours on hold with dispatch which i think is just ridiculous how does charter expect happy customers and happy installers when 75% of techs time is spent on hold? tech seemed knowledgeable but clearly frustrated at all the time spent on hold will update later on cc 2 status
     
  11. Sep 29, 2006 #291 of 1052
    eric_mcgovern

    eric_mcgovern Member

    875
    0
    Jan 8, 2002
    Tech just showed up...he mentioned they had a few TiVo installs. He tried one yesterday and it didn't work, so keep your fingers crossed!
     
  12. Sep 29, 2006 #292 of 1052
    drevnock

    drevnock New Member

    76
    0
    Jan 23, 2003
    Eric or aggets
    did you happend to get his tech ID #?
    I am wondering if this i sthe same guy I had....

    Thanks
     
  13. Sep 29, 2006 #293 of 1052
    rfolsom805

    rfolsom805 TivoNPismo

    3
    0
    Apr 16, 2003
    Pismo Beach, CA
    My Charter rep just left and we successfully installed both cards. And it only took 6 hours!

    Here's what I've learned. When you make your appointment, make sure the rep brings SEVERAL cards with them. We went through 6 cards to find two that worked. We're not sure why there were so many that didn't work, but we did find that the newer the card, the more likely it was to work.

    Here are some tips. When you install the card, if you get the screen that lists the Cable Card ID and the Host ID, then you're pretty much OK. First you need to reboot the box (we rebooted BEFORE re-running the setup). Then run setup. In between each reboot and running the setup, Charter sent a "super EMM" to the card which is apparently some sort of "ping" to wake up the card.

    We had the most problem with the second card. We initally got the "this card is updating the firmware" message on the second card. We waited for four hours and this message never went away. (we later learned through another tech, that this is a common message for TV's that use CableCards and that it usually NEVER sucessfully downloads the firmware). We tried this with TWO cards and niether worked. The THIRD card we tried we got the Cable Card ID and Host ID screen right away.

    So we had Charter send a super EMM, rebooted, sent another Super EMM and then re-ran the setup again. This time it worked!!!!

    Now here's some bad news. Apparently there are a handful of channels that can not be broadcast through the card. We've all heard about the PPV channels, but apparently our local Charter office transmits some non-PPV channels alongside the same packet with the PPV channels. We "think" this is why these channels aren't working. For instance the LOGO chanel in San Luis Obispo, happens to be sent in the same packet with the Playboy Channel, and some PPV chanels....so LOGO (which is a premium channel) doesn't play. We had the same problem with four other channels.

    So I've only been completely up and running for about 30 minutes, so I'm sure I don't know all the bugs yet...but for all you Charter subscribers that are being told it can't be done....it CAN...you just have to find a patient Charter Rep.

    --Robert
     
  14. Sep 29, 2006 #294 of 1052
    aggets

    aggets New Member

    27
    0
    Sep 24, 2006
    sun prairie wi
    no i didnt but he was real skinny red hair anyway second card finally picked up all channels! am rerunning setup now im pumped
     
  15. Sep 29, 2006 #295 of 1052
    drevnock

    drevnock New Member

    76
    0
    Jan 23, 2003
    YEP !
    Jason. That was him.... pretty good tech.

    I hope to have the same good luck with card 2 in the morning !
     
  16. Sep 29, 2006 #296 of 1052
    eric_mcgovern

    eric_mcgovern Member

    875
    0
    Jan 8, 2002
    Well the Tech just left, and everything worked smooth as could be. Spent most of his time on hold. Dispatch was very nice, as was the tech. He followed the directions to the letter. Waited for hits, and both tuners now get all the channels.

    Wierd thing is, my TV has a cable card slot and we tried to install one in there. Everything went smoothly, but never got the hits. All the pay channels just said "not authorized". I wasn't too concerned to I told him just to take the card and I will try another day.

    Woohoo!
     
  17. Sep 29, 2006 #297 of 1052
    eric_mcgovern

    eric_mcgovern Member

    875
    0
    Jan 8, 2002
    Really wierd issue occuring.

    FOXHD isn't showing up as FOX, and when I tune to the channel is shows it as 1080i (even though I know it is 720p). When I search for programs, they only show up on the SD FOX station.

    The wierd part? This same problem occured on the cable provided MOXI DVR.

    Should I contact TiVo about this?
     
  18. Sep 29, 2006 #298 of 1052
    TK421

    TK421 Member

    157
    0
    Feb 25, 2002
    Madison, WI
    If it was happening with the MOXI, it sounds like something on Charter's end. I guess I'd start with them.
     
  19. Sep 29, 2006 #299 of 1052
    eric_mcgovern

    eric_mcgovern Member

    875
    0
    Jan 8, 2002
    When I had the MOXI I contacted them about three times regarding this, and looks like it still isn't fixed (I had the MOXI about 6 months ago). I wish I discovered it when the tech was here. I know its happening all over my area as someone else I know has the same problem with with their MOXI.

    Right now, I am just tickled that the cable card install went so smooth! Setting up my season passes right now :)
     
  20. Sep 29, 2006 #300 of 1052
    eric_mcgovern

    eric_mcgovern Member

    875
    0
    Jan 8, 2002
    I am in San Luis Obispo, and had the install this morning. Mine took about 2 hours and most of that was on hold with dispatch. The actuall install would have taken about 30 minutes otherwise. We didn't have to really do anything but read off the numbers, get the signal sent, and everything worked.

    What are the other 4 channels? When I tuned to LOGO I received a message to call Charter. When I tune to KKFXHD, I just get a blank screen. Do you get this as well?
     

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