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Charter & Series 3 Problems

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

  1. Sep 30, 2006 #321 of 1052
    Buran

    Buran New Member

    40
    0
    Mar 29, 2005
    St. Louis,...
    I didn't have that problem. I'm in Brentwood, MO. (St. Louis area).
     
  2. Oct 2, 2006 #322 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Still no progress to report here. I've had Charter hit the misbehaving card a couple more times, and I've talked about the problem with TiVo techs, but the one card still won't get the premium channels. I have an appointment for an installer to come out tomorrow. I hope he brings a few cards.
     
  3. Oct 2, 2006 #323 of 1052
    drevnock

    drevnock New Member

    76
    0
    Jan 23, 2003
    SUCCESS !
    Everything is finally working as it should!

    3 Tech visits.
    21 Phones calls to Call Center.
    1 call to central dispatch, this # by far is worth its weight in gold.

    Some audio drop out and during last nights epsisode of Desperate House wives all fine up until th e ast 15 minutes no useable audio and fractured video.

    Not sure what that is about
     
  4. Oct 2, 2006 #324 of 1052
    Sepia

    Sepia TiVo Special Member

    130
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    Jan 5, 2002
    Los Angeles
    Chucky, it sounds like you have the same problem I did on one of my cards (could not receive premiums on it). It turned out to be a low signal problem. The low signal was preventing the "hit" from reaching the cards.

    The solution was to go straight to the wall, and increase the signal in other ways too. Make sure your installer checks the signal before he even begins, then have dispatch send the hit again...
     
  5. Oct 2, 2006 #325 of 1052
    MitchW

    MitchW New Member

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    Jun 4, 2002
    I just got off the phone with Charter in Connecticut. I had purchased a second Sony HD TV and wanted to know my options for HD DVR boxes. I asked about the TiVo S3. The person I spoke to said that Charter does not support TiVo with Cable Cards and would NOT install the Cards for me. They said the Scientific Atlanta box to buy costs $ 1,000 but to rent costs $ 12 per month. The Scientific Atlanta box has 160 Gb. They said half the boxes distributed are Motorola boxes for the SAME lease price and only have 80 Gb. I insisted on the Scientific Atlanta box since I already have an SA 8300 HD on my other TV.

    In any event the installer used my box for another customer this morning and I am waiting for another SA box for this afternoon.

    This is the first I heard that Charter would not support TiVo at all. I was considering buying an S3 since I am eligible for the $ 200 upgrade for lifetime. This also appears to confirm that the SA 8300 HD can be purchased for $ 1,000 and that is where TiVo probably got their $ 800 price plus $ 200 for the lifetime upgrade.

    I had heard there is an SA improved 8350 box with upgraded software elsewhere in the Internet. Charter said they have not heard about that one and would not lease it to me.
     
  6. Oct 2, 2006 #326 of 1052
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    There are many reports of this. The person you spoke to is mis-informed. The Tivo Series 3 is approved by CableLabs and Charter MUST provide CableCARDs for it.

    Call back and talk to another CSR. If that doesn't get you anywhere, call again and say you want to order two cablecards for two TV sets.

    The person who will activate the cards on the other end of the phone has no way of knowing if the cards are going into a TV or a Tivo.
     
  7. Oct 2, 2006 #327 of 1052
    Buran

    Buran New Member

    40
    0
    Mar 29, 2005
    St. Louis,...
    That's a joke, Mitch. My installers said something about having seen a few Tivos and although they said they don't support TiVo, they did install the cards. "We don't support that" means "go ahead but our call centers can't help you if you have any problems".

    I believe the rep probably lied to you because they don't want to lose income from the sale of the boxes. Charter leases the CableCards for $1.50/month (so I pay $3 a month) and then there are fees if you add any additional channel tiers (I added Dig Inf and HD Lifeline, though I think Lifetime may be free), and because possibly they think customers who have TiVos may tie up support needlessly.

    Regardless, they are required to support the device, so look into filing a complaint as appropriate, and if you call and are rebuffed again, ask for a supervisor as many times as necessary to find someone who knows what they're talking about.
     
  8. Oct 2, 2006 #328 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    I haven't heard of that either. However, MitchW, if you want Charter to install the CCs, when you call their tech support just tell them it is for a TV if they ask. There is no need to volunteer any info that they didn't ask. ;) All the Charter techs that have come to our house didn't have a problem with installing it in the S3. What they were having problems was the CCs themselves. Good luck with that and I am for sure not going to be purchasing an SA box no matter how desperate I am. LOL :D
     
  9. Oct 2, 2006 #329 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Okay, I am now getting upset with Charter now because of the fact that Louie didn't come on Sunday and some dumb butt came. He immediately told me that they were having problems with the CCs and didn't know if they would work. He had 5 CCs in his car, but only brought 1 with him since he said that the other 4 were the same build as that one. He came in and took the two original CCs out and put in that one. When it didn't work, he took off and said that there was nothing that he could do after drinking and eating all the things we offered him. :( He did however leave his supervisor's number, but that doesn't work since his supervisor only works Thursday to Sunday. I'm now back in automated voice hell trying to get a tech out to assist me. :mad:
     
  10. Oct 2, 2006 #330 of 1052
    MitchW

    MitchW New Member

    123
    0
    Jun 4, 2002
    The funny thing is that my installer came and did NOT have an SA 8300 HD with him. I'll have to wait yet another week apparently. The installer said there are very few of those around since demand has soared for that model since Tivo was introduced. Evidently, HD TV's are soaring in sales and the only good compatible boxes are the TiVo S3 and the SA 8300 HD. It appears it is hard to get both.
     
  11. Oct 2, 2006 #331 of 1052
    2big4burb

    2big4burb New Member

    4
    0
    Sep 23, 2006
    The Charter guy is at my house right now. People have said the Long Beach branch has it figured out. People have also said a tech named "Mavi" has figured it out.

    1. Does Mavi work out of the Long Beach branch?

    2. If not, which branch?

    3. What are the names of the Long Beach branch techs that figured it out?

    Thanks
     
  12. Oct 2, 2006 #332 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Thanks, I'll make sure he checks that. I did have them hit the card once with the splitter removed, but that didn't help. Maybe the installer will have some tricks to improve the signal. Or maybe he'll just give me a working card.

    The weird thing is that the test channels work just fine when I check them through the cablecard menu, so the card must be working. But when I go to those channels on live TV, they're just black.
     
  13. Oct 2, 2006 #333 of 1052
    johnwillo

    johnwillo New Member

    6
    0
    Sep 20, 2006
    Reno, NV
    1. Got my TiVo S3. Called Charter. Clearly specified "2 Cable Cards." Service person taking call repeated the fact that I needed 2 Cable Cards.

    2. Waited 11 days for them to show up with the cards.

    3. They show up today... with a digital set-top box.

    4. They will come back with the two cable cards... in eight days.

    My TiVo subscription will be 2/3 of the way through the 30-day period where I can cancel without penalty before Charter even ATTEMPTS to install the Cable Cards. I'm coming to cable from ten years with DirecTV. So far Charter cable is really losing in the comparison.

    This is all in Reno, NV.
     
  14. Oct 2, 2006 #334 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hey johnwillo. Don't give up. The same thing happened to me with Charter here in So Cal. Showed up with a set-top box and preceeded to tell me to get the box instead of the TiVo. I ended up bi#ching to the tech guy who showed up and he was able to get me the cards the following day. If you must, I say complain to the guy that showed up instead of going through the automated hell. Good luck and report back when you get your S3 connected. :)
     
  15. Oct 2, 2006 #335 of 1052
    johnwillo

    johnwillo New Member

    6
    0
    Sep 20, 2006
    Reno, NV
    >I say complain to the guy that showed up instead of going through the automated hell

    I did that, to the extent that he would listen. He didn't feel any personal responsibility for the problem, since his work order was written for a set-top box. Can't say as I blame him.
     
  16. Oct 2, 2006 #336 of 1052
    ThePlungerMan

    ThePlungerMan New Member

    88
    0
    Sep 13, 2006
    So.Ca
    Then you didn't read this thread or many other threads. Front line CSR are saying that, but we (those who are reading threads) know they are coming around, and do after tellng them aobut the FCC ruling, or getting a supervisor.

    Sorry, but appers to confirm that is where they got that price is reaching, far reaching.

    P.S. Your the guy with stock in SA boxes huh? or bought Tivo on margin, or whatever you call it when you want a company to fail.
    ALL (ALLMOST ALL) YOUR POSTS CONTAIN SA BOXES. I SMELL A RAT.
     
  17. Oct 2, 2006 #337 of 1052
    ckoble

    ckoble New Member

    18
    0
    Sep 16, 2006
    Long Beach, Ca
    Well...
    I have to say that I am "somewhat" satisfied with my cablecard experience so far. I am finding a few failed recordings (black screens) and every once in a while when I tune to an HD channel, I get the CableCard Info Screen.

    For the most part things are going well. Picture quality is great.

    Plunger... did you have any of these type of problems as well?
     
  18. Oct 3, 2006 #338 of 1052
    Largeleon

    Largeleon New Member

    17
    0
    Dec 31, 2003
    Here's an interesting Charter event that may help someone in the same situation:

    Well, after my install issues, my Tivo S3 has been great for over a week. I turned in my Moxi "P.O.S" on Thursday last week.

    Well, saturday I woke up to no ESPN HD. In fact, I had lost HDNet, HDNET Movies, ESPN HD, Discovery HD, TNTHD and Universal HD. I still had local digitals and ShoHD, HBOHD, CinHD.

    I contacted Charter "customer service". The lady proceeded to tell me, after repeated on-holds, that I could not get those above channels without having the DVR. I responded that she was wrong and could she please ask someone else. Finally, I asked to speak to her supervisor. The supervisor was able to get the missing channels back in a couple of minutes. It seems that there was some code needed on my account that allowed me to have th HD Tier. Once she added the code, the channels were added back and I was whole again.

    I am so OVER Charter. Their "customer service' is anything except service. I have been lectured, transferred and told no by them so much I really hate them.
     
  19. Oct 3, 2006 #339 of 1052
    ThePlungerMan

    ThePlungerMan New Member

    88
    0
    Sep 13, 2006
    So.Ca
    Hi ckoble,
    Read my comments in this thread,
    http://www.tivocommunity.com/tivo-vb/showthread.php?t=318365&page=1&pp=30 , it’s about random channel loss, also I get that cable card screen from the cable company for 792 only, tnt hi def channel and don’t get it, tnt hi def that is, but do get the regular tnt. OK since no basketball games now. More latter.
     
  20. Oct 3, 2006 #340 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Have I mentioned lately how much I hate Charter.

    So my fix-it appointment was scheduled for 8-12 this morning. The guy shows up at 11:40 or so. He's clueless. He fiddles around for a while checking connections and serial numbers. Calls in a couple of times and has them re-hit the cards. He calls a supervisor tech, who doesn't have much advice except check the signal. He checks the signal, it's very good. At about the 45-minute mark of this fun, we are about to try a new card when the other guy calls back. Guess what? All the cards are bad. Or there's a problem at the head end. Or both. "We were about to try a new card," my guy says. "Should we do that?" "You can," the supervisor replies, "but it won't work."

    So apparently there are head-end problems that are being worked on. It might be a couple of days, or maybe a week, before it works right. At that point, I guess, we will see if the cards need replacing.

    Why did I have to take a morning off work, and the tech spend an hour at my house, just to find out something they must have known for days?

    As a small consolation, the tech gave me his supervisor's phone number and told me to call him to find out the scoop before I schedule another appointment.

    Frickin' Charter.
     

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