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Charter & Series 3 Problems

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

  1. Oct 6, 2006 #381 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    Hey marclee, vent all you want. We've all had our problems with Charter. I just can't believe all the frustrations you went through with them even before you had the S3. :rolleyes: However, Charter is working on the CC issue and it is on their end so at least you can feel happy about that. Now, being from a rural area, I don't know. You can always tell them to contact the tech supervisors here in So Cal and they might be able to help if the CCs don't work. Let's hope that yours will work. :) Good luck on your install on the 13th :eek: and welcome to the family! :D
     
  2. Oct 6, 2006 #382 of 1052
    j.oliver

    j.oliver New Member

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    Oct 6, 2006
    I had a charter tech out for an install and was her over 4 hrs and could not get the cards to work. During the call he was on with his dispatcher who said they just installed some the other day so they did work. Scheduled another call for the next week and the first thing the tech told me when he showed up was that their cards would not work in a tivo. I told him I had spoken to tivo and that they did work. The tech tells me that he can have a supervisor come out to explain to me they did not work. So he went to get his supervisor on the line I got tivo on the line to halp trouble shoot the problem. And lo and behold when charter techs actually follow the nice little instruction sheet tivo incleded and said to give to the tech, ie installing and activating the first card then repeating for the second card they worked perfectly. So if a charter tech tries to tell you they are not supported tell tehm taht other charter customers say they do.
     
  3. Oct 6, 2006 #383 of 1052
    ChuckyBox

    ChuckyBox New Member

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    Oct 3, 2005
    Okay, I called the supervisor number my tech left with me Tuesday, and he said the cablecard problem was resolved and gave me an appointment for tomorrow morning. I didn't even have to call Hi-Bred's contact (yet, but I've got it just in case there are problems tomorrow). These people are so much easier to deal with when you don't involve Charter's customer service department.

    I'll let you know how it goes.
     
  4. Oct 6, 2006 #384 of 1052
    octomonkee

    octomonkee New Member

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    Sep 21, 2006
    Well, <sigh>, still having problems (Pasadena, CA)

    Tech came this morning w/ newly reprogrammed cablecards. Took the bad one out, and put in the two new ones. Both aren't getting any premium channels, nor channels above 100. :(

    Still having the HD channel 5, and the HD channel 7 pixelation problems. Tech said, "I don't know how to fix that...must be the cablecards. We hate these things...they don't work."

    Left another message for the dispatch supervisor while the Tech was here in hopes that she'd call me back. The tech was so anxious to get off to lunch w/ his other tech buddies (two of them waiting for him in their trucks out in front of my house) that he basically said, "sorry, I don't know what the problem is, and can't fix it." Nice!
     
  5. Oct 6, 2006 #385 of 1052
    ChuckyBox

    ChuckyBox New Member

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    Oct 3, 2005
    Crap. If I were in your shoes (and I probably wil be tomorrow), I'd go through the TiVo install instructions step by step, starting by pulling the cards and rebooting the box.

    When you call in to activate the first card, make sure that they have the new serial number and the new cablecard ID and Host ID from the cablecard screen that pops up. Also make sure they are using the proper codes for cablecards vs. digital box. Then give it some time and see what happens. Then go postal on their asses.

    Good luck.
     
  6. Oct 6, 2006 #386 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    ChuckyBox and octomonkee, good luck on your installs. Octomonkee, it's sad when you have to deal with unprofessional people and I hope the next techs who show up will be more than willing to help you resolve your issue. Usually CC installs are an all day thing so they shouldn't be hanging out with their "buddies" anyways. :rolleyes:

    I am still having the pixlation issue with ABC and KTLA in HD and we'll see on Sunday what they could do to resolve that issue. For some reason, it started happening after the last CC install. I wished I had my old CCs back, but we'll see what happens.
     
  7. Oct 6, 2006 #387 of 1052
    octomonkee

    octomonkee New Member

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    Sep 21, 2006
    Update: (Pasadena, CA)

    Have another Tech guy coming out tomorrow morning.

    BTW, Chuckybox. I try to show the guys the instructions each time, and try to tell them that they need to follow the instructions. The don't want to listen.
     
  8. Oct 6, 2006 #388 of 1052
    justintime

    justintime New Member

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    Aug 14, 2002
    Kearney, NE
    Just thought I'd drop a note of success to give some of you other Charter subs a ray of hope :)

    I used to be the SysAdmin for the mom & pop cable co before Charter bought them out. There's still quite a few people there I know well, so I was able to convince them to let me do a self-install.

    It took a while, but I have both cards working now.

    My biggest gotcha was that after I had installed the cards in the TiVo, they needed me to read the serial number off of them - the serial number isn't needed for authorization technically, but they track the cards by S/N. Anyways, I don't know if it's a bug or a feature, but the Data ID changed when I re-inserted the cards. However, I had given them the data ID's before I pulled the cards.

    Once we got the numbers corrected, it still didn't work right away, but after another call, one of the headend techs needed to send a manual hit from the DAC - it was a problem between their provisioning system and the DAC.

    I'm now watching beautiful HD on my TiVo. Having come from the Moxi, I'm extremely happy. PQ on SD, Digital, and HD channels are all improved. Audio sync issues on SD channels are gone, and I have the TiVo UI we've all grown to love.

    FYI: I'm in Kearney, NE (yes we have some HD out here :)), with Motorola branded CableCards

    Keep the faith!

    Justin
     
  9. Oct 7, 2006 #389 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    Hey Justin,

    Thanks for chimming in with your CC experience. It probably would be really nice if we all worked for Charter before and were able to install the CCs ourselves. Actually, I really don't know why we can't install the CCs ourselves. All the techs do is read off the Host ID and CC# to the dispatch and they put it in. :rolleyes:
     
  10. Oct 7, 2006 #390 of 1052
    octomonkee

    octomonkee New Member

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    Sep 21, 2006
    At long last...S-U-C-C-E-S-S!!!!!!!

    After two visits today from Charter I am happy to report success. Both cablecards are working 100%. 5th time's a charm! I know that Charter had two other Tivo S3 cablecard installs today, so I hope it was Tivo'ers on this forum, and I hope you all had success.
     
  11. Oct 7, 2006 #391 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Congrats octomonkee! Glad to hear that the 5th time was the charm. I'll post tomorrow when Charter gets going on my S3. :)
     
  12. Oct 7, 2006 #392 of 1052
    xjonx

    xjonx New Member

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    Oct 7, 2006
    You have to be forceful! Tell them to send someone else until you get someone to play ball. Tell them you want someone to help you troubleshoot this problem and that you are not happy with the technicians they sent before as they are not listening to your problems and you are not satisfied. Also do not allow them to leave or sign anything on the work request until you are happy. They are under tremendous time pressure and if they realize that they will be gone sooner is they do what you ask, they are more likely to listen. Between you and me, the only reason to have the cable guy come is to check to make sure you have a good signal level coming into your house and to dial the phone to call in the cablecard numbers. That's it, you can do everything else yourself, with a little study and some confidence. Also a lot depends on the person on the other end of the line at the cable card center. If it sound like the tech is struggling with the person on the phone, have them call again and get someone different or tell them to ask for the cablecard specialists! Charter has them so don't let them tell you different.

    Oh, and print this and other guides and help out. That may convince the tech to do things your way, if he can read it off a paper.

    I have 2 series three, so both I and 2 Charter cable techs (St. Louis) got plenty of practice. Here are the basics to get the Tivo Series 3 up and running.
    1. Have them bring an extra card or two, if they "hit" a card too many times it will not work and have to be reset at the home office. So if you need 2 tell them you need three. If you don't need it they can take it back with them.​
    2. Right down the numbers to all the cards BEFORE, plugging them in. There are some numbers on the card that you cannot get from the Tivo setup interface. Popping the card out will require the setup to be repeated from the beginning. And take care to write the numbers down accurately. Pairing the wrong seral number with the wrong unit ID will give you strange results, like channels getting video but no audio.​
    3. Install one card into SLOT 1 ONLY. Go through the entire setup with just one card first. ​
    4. let the cable company "hit" the card before backing out of the the set up. You may get an error when the card is hit. This is normal.​
    5. Once you get the word from the cable company go through the entire process of setting up. "Logging into the tivo server, getting channels, selecting channels you receive", ect. Note: this process can take upwards of a half an hour.​
    6. Use the built in fucionality of the tivo to check to make sure you are getting the channels you should, not getting the one you are not, and that they all have audio. The "channel checker" is part of the cable card menu and you can check each cable card separately.​
    7. Once #1 is installed and all everything is good, install card #2. ​
    8. Same again, allow the cable company to hit the card before backing out of the "pairing" menu.​
    9. The tivo should recognize that the set up has changed, but if not, MANUALLY BACK OUT OF THE CABLE CARD MENU AND RUN THE SETUP AGAIN. This was one of the keys we found out. The tivo does not alway detect the new card needs to be set up and may give a "no channels found" error on the second cable card. By backing almost all the way out of the setup menu there should be a "restart and reset" menu, choose it and then choose the "run setup again" item. I think it was the second or third item on the list. You don't need to reset to factory defaults.​
    10. Check the channels again for the second card and you should be set.​
    11. If it fails along the way, power down, remove both cards (if both are installed), and power up and try again with a different cards.​

    All together it should take around an hour to an hour and a half to get everything working. And you have to go through the setup twice. Skipping steps or doing the tivo setup once at the end WILL NOT WORK. YOU MUST DO EACH CARD BY ITSELF.

    Good luck
     
  13. Oct 7, 2006 #393 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Hey xjonx,

    Thank you so much for the step-by-step. That actually explains a lot and will make me better prepared for tomorrow's fight. ;) Actually, octomonkee was lucky enough to finally have gotten his S3 working with both CCs. :)

    BTW, welcome to the forum!
     
  14. Oct 8, 2006 #394 of 1052
    dsm363

    dsm363 New Member

    87
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    Jun 25, 2002
    Alabama
    My S3 will occaisonaly lose audio on only the on HD channels (regular digital cable). When this happens, under the conditional access area of the cable card setup, it gives the "missing_program_rekey" message. I have to then call Charter and have the send a signal to reset the box which fixes the problem. They came out and of course said "must be the TiVo" since everything is working from their end. Any ideas?
     
  15. Oct 8, 2006 #395 of 1052
    dsm363

    dsm363 New Member

    87
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    Jun 25, 2002
    Alabama
    By "hit", would calling Charter with the automated "press 2 for us to send a signal to refresh your cable box" (or whatever they say) work or does a tech have to be there?
    Also, by setup, do you mean go through the entire guided setup for each card separately? I didn't do this so maybe this is the problem.

    Thanks.
     
  16. Oct 8, 2006 #396 of 1052
    xjonx

    xjonx New Member

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    Oct 7, 2006
    "Hit" was the term used by the techs when they were here. I think that it is when the activation signal is sent to the card. It might be the same as the refresh, but I don't know that to be a fact.

    Yes, we had to go through the whole thing twice. Since I have two boxes we could expirement. We did try just doing the setup once at the end. When we tried to check the channels for card #2, we got a "Channel Not Availble" message and nothing tuned in on the second card. We then had to manually restart the setup process(in the tivo that is, not calling back to "home base"). The good thing was that it remembered the settings from the first time through, so I didn't have to re-enter the zip code or IP address, and it remembered the preimum channels I selected. It will ask these again, if you want to change them, but you can just "left arrow" through until it takes off by itself.

    Don't feel bad, none of the techs realized this until we talked to the "cable card exptert" on the phone. She said you had to do each card by itself. The tivo instruction is a little confusing, just saying "insert card one first." It should really say "Insert card one and complete setup before inserting card two."
     
  17. Oct 8, 2006 #397 of 1052
    xjonx

    xjonx New Member

    9
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    Oct 7, 2006
    Not sure. I have had both of mine running for less than a week and have not "lost" any channels yet.

    When I lost audio, it was from the very start. It was missing from some of the HD channels from the start. The reason for getting video but no audio is not understood. On mine we did find that on a tivo, an earlier tech had confused the serial numbers of the two cards so that the SN and unit ID didn't match up. This was weird because before we started card 1's channels were messed up (some I was to get didn't come in, while other that were to be blocked were unscrabled) and some were just missing audio. Another clue was that some of the lower channels, like TBS were missing. Card 2 strangely enough was working correctly.

    The only error messages we got were "error 161-4" when the hit was sent to the card. And some of the cards had the message "The host considers the RF traffic to be one way." which seems silly as they are one way cards.

    I must also add that I also have a Pioneer Plasma that has a cable card. It has, a couple of times in the past, completely lost some HD channels. Using the automated "reset" guide over the phone solved the problem.
     
  18. Oct 8, 2006 #398 of 1052
    octomonkee

    octomonkee New Member

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    Sep 21, 2006
    If anyone in the San Gabriel Valley area of California would like the contact info of the Charter supervisors and such that I was working with please PM me.
     
  19. Oct 8, 2006 #399 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Hey octomonkee, is your supervisor named Pedro? If so, yes, I do have his info and will be calling him later if my tech does not show up today. :mad:
     
  20. Oct 8, 2006 #400 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
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    Oct 3, 2005
    I had the installer out yesterday. Before he came I pulled both of the old cards and rebooted the box. When he arrived, he was not optimistic, but had seen the S3 before (but was only able to get one card working in that one). We went step by step, and the first card appeared to work perfectly. The second card was an "updating firmware" card, we waited a few minutes, and he was ready to believe that there was a problem with the second slot on my box. We tried another card and got the same thing, reinforcing his position. I convinced him to try another and, voila, it worked. He called it in, and then both cards were acting funky, like they had just reset both of them. After a while, the first one started working, but the second continued to have trouble getting channels and kept kicking up the authorization screen. The installer had them re-hit the cards, after verifying the information, but not a lot changed. He didn't have any more cards to try, so he said wait an hour and if it isn't working (which neither of us thought it would be), call the supervisor again and see if I could get someone out here with more cards.

    He left, and I went out and ran a bunch of errands. When I got back a few hours later, it seemed to be working -- both tuners could tune everything in my package, and I haven't seen an authorization screen from either card since. It's still working today. I think it is a bit too early to claim success, and I cringe every time I change channels, but if it keeps working like this, I'm going to be very happy.

    So keep at it folks, eventually we will wear Charter down and they'll get these things working for everyone.

    BTW, one think I did notice was that the first card, that worked easily had OS version 2.3.149s2 with a build date in 2005, but the balky card had 2.3.148s2 with a build date in 2004 -- I don't know if this is significant (and I wish I had written down the version of my old cards).
     

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