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Charter & Series 3 Problems

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

  1. Oct 8, 2006 #401 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    ChuckyBox, that is wonderful to hear and I will keep my fingers crossed for you so that both of your cards will work for a long time to come. :D

    The Charter guy was not able to come to my house because the first house he went to, he went through 8 cards :eek: and none of them worked so he actually ran out of cards. LOL He said that he still wants to get the thing to work so I have another schedule appointment for Tuesday between 8-10. We shall see how that goes and wish me luck! He's actually going to talk to the guy that had both cards working on an S3 and figure what he did and what he is doing wrong. We shall see and I'll post back with more info.

    Ocotomonkee, thanks again for providing me the tech's name. I might actually use that when he comes so that he can contact them to figure out what is going wrong.
     
  2. Oct 8, 2006 #402 of 1052
    xjonx

    xjonx New Member

    9
    0
    Oct 7, 2006
    With my expirence with the first card, if it manages to hang on to everything after three days, you should be golden.
     
  3. Oct 9, 2006 #403 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    That's interesting - I also have those two versions on my cards. Slot 1 is version 2.3.148s2 and slot 2 is version 2.3.149s2. But all channels are working and I'm dual-tuning. If I don't get any screens of death for a few weeks, I'll declare success.

    BTW, there still seems to be some possible bandwidth issues on some HD shows. I'm not sure if it's the wire being overloaded or a problem with the specific channel. Sometimes Oprah sometimes becomes lots of tiny squares with no audio, but Discovery HD is always perfect. So I'm happier than my wife...
     
  4. Oct 9, 2006 #404 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    LOL Hi-Bred. At first I thought it was you who watched Oprah, but I was mistaken. ;) I get the pixelation thing like crazy on Channel 7 HD and it is seriously driving me nuts. It's not because of Oprah but actually Desperate Housewives, Grey's Anatomy, and 6 Degrees. Yes, I miss it, but I go to abc.com to watch those episodes until Charter comes and fixes my issue!!! :mad:
     
  5. Oct 9, 2006 #405 of 1052
    rsincavage

    rsincavage New Member

    5
    0
    Oct 6, 2006
    I just got my S3 last Thursday, Charter seemed very friendly and helpful by setting up an appointment right away for Friday afternoon. I thought hmmm... maybe this will be quick and painless.

    Anyway, the tech came out on Friday and installed the two cablecards while I was at work, he left while they were still "Acquiring Channels" and he told my wife that he had to go and they would probably start working after a little while. Of course they didn't. I called Friday night and they reset the cards and had be reboot the TiVo, etc. all to no avail. They sent another tech out on Saturday late in the afternoon, he had never seen a CableCard or a TiVo and looked totaly perplexed when I explained why there are two CableCards in one device. Needless to say, he was not able to correct anything since he said they (Dispatch) had not told him that there would be CCs involved and he didn't have any with him. But, he said he would have someone out the following morning (Sunday) between 8 and 12. No one called or showed up so I called them back Sunday after lunch, they apologized and said that someone would be out before 5. Again, no one showed up.

    I called back today they said that they have it listed as a "Priority" call now and that someone will be out on tomorrow (Tuesday) between 8 and 12 to fix it. I am not optimistic.
     
  6. Oct 9, 2006 #406 of 1052
    xjonx

    xjonx New Member

    9
    0
    Oct 7, 2006

    There is little the tech can do, expirenced or otherwise, with the cards themselves. The only reason you need a tech is to check for the proper incoming signal, and he has the phone numbers and contacts to call.
    What I would suggest is:​
    1. Call and make sure that who ever comes has a replacement card with them just in case. If they don't bring a card, don't let that stop you. If the cards you have fail, they will just have to come again.​
    2. Read and print out the suggestions from my post #392.​
    3. Have the tech check, confirm or improve your signal into your home. You should not need an expirenced guy to do this. If it turns out that the person they send cannot check the signal. Send them away and reschedual with a person that has the proper equipment.​
    4. Follow the suggestions from mine and other posts.​

    Keep in mind that this is new to them. The techs I had were good, but they can't know everything about each piece of equipment. They said that they were going to a class on cable cards next week. I also found out that "certified" techs are very rare. I just happen to get one of the two Charter Certified techs in all of Illinois. Give them a little slack and read up and learn about the stuff you've got, and become your own service tech.

    Good Luck
     
  7. Oct 9, 2006 #407 of 1052
    adventurelarry

    adventurelarry New Member

    65
    0
    Dec 10, 2002
    New Hampshire
    So my cable cards have been working since last Wed. the 4th of October. I called Charter on Friday the 6th to add the HD tier. They infomred me that I already had an appt. for Monday between 8am and 5 pm. I asked why I had a previous appt. when I never scheduled one, and I did not need it. They just needed to add the tier to my acct. She said she would take care of it.

    Here it is Monday, and no HD tier.... So I call, and they say no worries the truck will be there today. I said no one was home, I do not need a truck roll, they just need to add the channels. The guy say sorry, and it will be taken care of.

    I just checked my voicemail, and there was a message form Charter saying I missed my appt. :confused: I am currently on the phone with Charter and they are saying they will roll a truck to add the 4 channels. I am telling them that they do not need to do that, they just need to send the signal to authorize the 4 additional channels on the cable cards.

    The level of ineptess is amazing. I better not be charged for the truck roll......

    --Larry
     
  8. Oct 9, 2006 #408 of 1052
    jdmass

    jdmass Member

    94
    0
    Dec 1, 2002
    Westborough, MA
    This just seems to be typical of Charter. They make their customer dissatisfaction problems far worse than necessary because they seem to be incapable of following through on commitments. My cable cards have been working since last Tuesday (fingers crossed), but prior to that I had been promised call-backs on 4 occassions by Charter personnel -- none of them happened. When I got to speak to a supervisor, I found that NONE of the very detailed info that I had provided on 3 occassions had been documented in their call tracking system.

    Other than, by persistence and luck, finding an individual with both the knowledge and desire to help you out, I don't know how you get anywhere with Charter. It seems their official support methodology is to make their customers frustrated to the point that they give up and stop calling.
     
  9. Oct 9, 2006 #409 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Oh adventurelarry, your post made my day! Yes, they don't seem to quite understand what you are trying to tell them. My brother and I actually walked into a Charter office and requested the HD tier and all she did was punch in some numbers (of course she managed to also cancel my appointment for the CC installs, but that is besides the point. ;) ). Seriously though, all they have to do is on their end, punch in some numbers and you should have the HD tier. I just wish we could go through the telephone lines and strangle whoever is on the other end from Charter. :)

     
  10. Oct 9, 2006 #410 of 1052
    Slowdrag

    Slowdrag New Member

    7
    0
    Apr 19, 2003
    So, one week later, after my initial appointment, Alfredo came back with new cards. After 4.5 hours and several tries with different cable card pairings, we were partly successful.

    Cable Card #1 gets no HD Tier and No Premiums, but everything else.
    Cable Card #2 gets some HD Tier programs, and Premiums.

    That's really all to report. Alfredo showed up with a higher-level tech and was on conference with the guys are the head-end for three hours of his visit. They tried updating firmware, swapping out cards, etc. Nothing was a total success.

    What's next? Another visit to try to figure out why some channels come in and some don't.

    PlungerMan and CKolbe. They talked to me about your hookups. Hope you guys are still getting channels.

    This sucks
     
  11. Oct 9, 2006 #411 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hang in there slowdrag. At least you have two CCs. I currently only have one because the Charter tech ended up taking my other two CCs and replacing it with just one since he said they were all the same build and if one didn't work, none of them would work. :rolleyes: I cannot wait to get my dual tuner back so that I can watch one thing and record another. :D

    Good luck with you and I hope you have better success the next time. :)
     
  12. Oct 10, 2006 #412 of 1052
    dsm363

    dsm363 New Member

    87
    0
    Jun 25, 2002
    Alabama
    Thanks. Turns out it may have actually been my A/V processor. When I turn it off and back on, the audio reappears. Guess it might not be the TiVo afterall (or all its fault at least).
     
  13. Oct 10, 2006 #413 of 1052
    adventurelarry

    adventurelarry New Member

    65
    0
    Dec 10, 2002
    New Hampshire
    I got tired of calling Charter (since when I got home no Hi-Def Tier) so I sent an e-mail. Here is the response:
    Thank you so much for contacting Charter Communications. My name is Raymond and I would be glad to assist you in the best manner possible.

    I understand that you would like us to add HD channels to your package.

    Due to certain security reasons we are unable to add HD channels to your package via email. we need to verify your identity. I apologize for the inconvenience.

    In order to add HD channels to your package, please contact our phone support at 800-634-1008, this number is available 24-hours a day 7-days a week or you can also use our Live Chat by logging onto our website at www.charter.com

    Thank you for your co-operation.

    Sincerely,

    Raymond
    Charter Communications

    I then wrote back and cc's the President and CEO of Charter, the CTO, the VP of Programming, the President of the Eastern Division, and others at Charter.

    We shall see what happens. If I do get a postive response I will let everyone know so that you can contact them to assist with your issues.

    --Larry
     
  14. Oct 10, 2006 #414 of 1052
    Hayzer

    Hayzer New Member

    3
    0
    Oct 10, 2006
    Oshkosh, WI
    Hey new guy here. Anyone have any experience with Charter in Wisconsin?? My S3 will be here today and Charter is scheduled to be out tomorrow. From what I have read here it looks like it is going to be a painful experience. I did tell them that the 3 CC that wanted were for (1) for the TV and (2) for the S3 and they didn't have an issue with that, then again that was just the CSR. Wish me luck....I will keep you all posted.
     
  15. Oct 10, 2006 #415 of 1052
    Horrortaxi

    Horrortaxi Conspiracy Theorist

    48
    0
    Sep 19, 2006
    Burbank, CA
    The negative experiences keep this thread alive, which is pretty much the nature of the internet, but I'd like to be a little bit positive. Once I actually got an installer in my house (every step of the way up to that point was painful) it was easy. I had a painless installation and it's worked perfectly ever since.

    Hopefully the horror stories are over-represented here and you'll have a good experience.
     
  16. Oct 10, 2006 #416 of 1052
    adventurelarry

    adventurelarry New Member

    65
    0
    Dec 10, 2002
    New Hampshire
    To be postive, the installers who came to my house were great, and determined to get my S3 working. They came 3 times, and it took a total of 6 cards, and I thought they were very professional, and courteous.

    --Larry
     
  17. Oct 10, 2006 #417 of 1052
    Leo_N

    Leo_N Lucky 200 member

    532
    0
    Nov 12, 2003
    Wisconsin, USA
    So far it's been a mixed story in WI. Plenty of people having problems, some not. I was one of the nots. I had 4 cards installed on the first appt. in about 1-1/2 hours and they all worked. This is in Pell Lake. (very SE corner of state)
     
  18. Oct 10, 2006 #418 of 1052
    drevnock

    drevnock New Member

    76
    0
    Jan 23, 2003
    Hey Hayser,

    They are getting much better at it.
    I had 3 tech calls but am now fully operational.
    The tech said they were getting up to speed state wide. This was a couple of weeks ago. Hopefully you won't have any issues.
     
  19. Oct 10, 2006 #419 of 1052
    Hayzer

    Hayzer New Member

    3
    0
    Oct 10, 2006
    Oshkosh, WI
    Thanks for all of the feed back. I just called Charter and asked them to make sure the Tech bring additional cards, they told me that they would note that on the order. I will let you all know how it turns out appt is at 3pm tomorrow........
     
  20. Oct 10, 2006 #420 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hayzer, welcome to the forum and yes, most of us here post about our problems with getting the S3 working at Charter. However, there are probably other people who had their S3s working from the get go and don't post here. :( Good luck with your installation and I look forward to hearing your experience. :)
     

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