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Charter & Series 3 Problems

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

  1. Oct 14, 2006 #461 of 1052
    Danny Andrews

    Danny Andrews New Member

    12
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    Feb 12, 2004
    Anderson,S.C.
    I don't have a HDTV yet so I don't know about TNT. Sorry!
     
  2. Oct 15, 2006 #462 of 1052
    GA_HiDef

    GA_HiDef New Member

    17
    0
    Oct 3, 2006
    Well, got my Charter appt scheduled for Wednesday to install CCs. Tivo due in Tuesday. The CSR asked why I wanted 2 CCs. Told her it was for new Tivo S3. She made sure she put in the request for 2 CCs. So far so good. We'll see.

    Robert
     
  3. Oct 15, 2006 #463 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
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    Oct 3, 2005
    In many places Charter (and often the tech himself) will call you 30 to 60 minutes before they show up. When that happens make sure to remind them (or him) that he needs to bring at least two cards. No matter what is written on the work order, they always seem to think it is just one card.
     
  4. Oct 15, 2006 #464 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    It would also be good if the tech could bring extra cards. Don't know how many S3s they have installed in your area, but in my area, if they know it is an S3, they now know to bring some extra cards just in case. ;)
     
  5. Oct 17, 2006 #465 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
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    Sep 23, 2006
    Yes - Charter in Pasadena, CA (and San Gabriel Valley area) seems to have bad communication within the company. They have cards that will work in the S3, but the tech staff that handle the cable card installs are not all up to speed yet. Politely work your way up the management chain and you will get results.

    .. and YES, have them bring as many cards as possible to your house! This will avoid frustrating multiple visits.
     
  6. Oct 17, 2006 #466 of 1052
    Boot

    Boot to the head TCF Club

    10,369
    2
    Mar 15, 2000
    Central MA
    Tech showed up today. We followed the instructions on the TiVo site, which are just an expanded version of the instructions in the box.

    The install went perfectly, and I believe the key was patience. Once we inserted the card, it was 10 minutes before anything happened. Had we pulled the card, I think we would have had problems. The closest we came to failure was when the guy on the phone wanted the numbers for both cards at the same time, and I had to convince the tech that we needed to do them separately.

    I assume the 10 minute delay was Charter updating the CableCard firmware. The instructions imply that this might be happening, but there's no actual indication of what the card is doing. It seems like TiVo should be able to see the download and report it. Or, at the very least, recognize that there's a card inserted, but not "ready", and put up a warning to leave the card alone and wait.

    Edit: This is Charter in Worcester, MA.
     
  7. Oct 17, 2006 #467 of 1052
    moonjockey

    moonjockey New Member

    5
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    Oct 17, 2006
    I called Charter today, after finding out that Bellsouth Cable will not support (They even have a waiver from the FCC) Charter was completly aware of TIVO S3 (the guy had a memo) and knew I needed 2 cards they quoted me 1.50 PM for the second card, along with the other charges to switch from Bellsouth.
     
  8. Oct 17, 2006 #468 of 1052
    wwschoening

    wwschoening New Member

    2
    0
    Oct 17, 2006
    Charter has not been overly cooperative. However, I did not realize that I had to RESTART as well as 30 minute reestablishment Guide (I am away and cannot recall the name)

    My problem is that after I obtained the second cable card for my S3, programs scheduled to record do not record sometimes. I have checked for conflicts and there appear to be none. The programs appear in the PlayList but with no time recorded and nothing there. I read in the booklet about recording two HD programs at the same time. It said nothing about mixed HD and non HD. We are going to turn off the recording of Tivo suggestions to see if that is interfering with the scheduled recording.

    BTW, we had no problems with one cablecard.

    Thoughts???
     
  9. Oct 18, 2006 #469 of 1052
    marclee

    marclee New Member

    12
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    Oct 6, 2006
    Virginia

    Talking to the CSR drones at Charter is a waste of your time. As noted above, they're goal is to get you off the phone as quickly as possible. This is because they are paid by commission. Yes that's right you heard me. Commission. So are they paid by resolving problems??? No. Simply by the sheer number of people that they handle. Now do you understand grasshopper, why they seem so urgent to get you off the phone?

    They will say anything to do that. You must somehow get through to your local office. And even within the local office, you need to talk the people who deal with the cablecard coding issues. This will not be easy. By design you are NOT allowed to talk to the local office. I found a number for the local, but I had no extensions. So I just started trying different numbers until I found some valid extension numbers.

    I left messages with about 4 different people some I specified that I was calling about an issue with a cablecard, others I did not. Someone actually called with 30 minutes of me leaving messages. 15 minutes later, I had results.

    "the work order has not been closed and thats why, once it closes your channels ll come through" as noted this is BS. Translation "I don't know how to get your card coded properly, or I don't have the right access to do that or I don't care, but I really really need to get you off the phone right now, so I can go to the next customer."

    "charter does not support tivo" BS. Doesn't matter if its Tivo or a TV or a toaster. If it is a cablecard device that is certified a cablecard will work, unless something is wrong with their network or coding.

    Exemptions? Ha!
    "Isn’t it true that ALL cable companies are required to be compliant with CableCARD compatibility standards?

    YES and NO – Although the Federal Communications Commission has stated that cable systems must now be compliant with CableCARD standards, BellSouth Entertainment received a waiver (exemption) from those standards for their Atlanta and South Florida Americast digital cable systems on August 17, 2004 (FCC DA 04-2544). This waiver was granted by the FCC, based on the fact that the BellSouth Entertainment Americast Digital Cable delivery system was designed and made available to customers long before CableCARD standards were introduced and that compliance would require a complete replacement of the system platform infrastructure. However, a condition of this waiver is that BellSouth Entertainment will provide a digital settop box, at no charge, to any customer requesting activation of a CableCARD compatible device."

    Let's see provide you with a cable card that cost pennies or provide you with a digital box that costs 10-100 dollars?

    When the Tech tries to leave and your channels are not there. Do not take i"t will be there in 15 minutes" or so as an answer. 1. Tell him you want him to contact dispatch or the head end and get the card coded correctly so that it will receive all the channels you are being charged for. Remind him that this is his job not yours to complete the installation of the cc(do this nicely, with a smile, offer him coffee, doughnuts, but hold your ground). 2. Refuse to sign the work order. He may leave anyway, but at least he does have your signature blessing this incomplete installation.

    Yes it really is worth the effort.
     
  10. Oct 18, 2006 #470 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
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    Sep 23, 2006
    I had a similar problem; once both cablecards were finally working, I attempted to record a program and then change the channel and watch something else. To my shock, it said the current program would stop recording if I changed the channel. Wha????

    Running Guided Setup again fixed the problem. There appears to be logic in the Tivo during Guided Setup that records the number of available tuners. Once I re-ran guided setup, the dual-tuner functionality started working.
     
  11. Oct 18, 2006 #471 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    Hey wwschoening, did you rerun the setup guide after the second CC got put in? I never had that kind of problem before because I always reran the guide when Charter came with new CCs. Before doing that, I would restart the S3 and then rerun the guide after the CCs are installed. Try what Hi-Bred mentioned and see what happens. If you need more help, we're always here. :)
     
  12. Oct 19, 2006 #472 of 1052
    rbprescott

    rbprescott New Member

    18
    0
    Feb 26, 2002
    Monroe, CT
    I had all the same problems with the Newtown, CT Charter. The tech installed the 2 cards - wait 15 mins - no luck, several calls - no luck, Work order not closed - no luck, I had to schedule a tech. :mad: He came and register the cards properly and so far everery thing seems to be OK! :)
     
  13. Oct 19, 2006 #473 of 1052
    boferguson

    boferguson New Member

    10
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    Nov 22, 2005
    Sorry if this has been addressed. I scanned several pages and couldn't find exact advice. My installer just left (after two previous missed appts) with two CableCards installed and only some channels coming through. Called TiVo support before he left -- tech advised me chances were the cards were updating firmware and to check in about 45 minutes. I had to get back to work, so I let the tech go (got his Supervisor's cellphone first) and am now at work. TiVo tech said if the missing channels don't appear after an hour, I need new cards. Sorry I didn't ask this before I got off the phone, but can someone tell me how I know the new cards will work if the current ones don't? Is there something special to ask for? I guess having the cellphone number of the supervisor is a leg up, and I have a phone number for the local office, but all I reallt want is a tech who understands the cards.

    Any advice is appreciated.

    I'm in Black Mountain, NC (Asheville/Greenville/Spartanburg market.)
     
  14. Oct 19, 2006 #474 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Unfortunately, there is no way to be sure that new cards will fix the problem. But the experience here seems to be that by going through a few cards, you eventually hit on a couple that work. The key is to make sure you are getting at least one digital/premium channel with each card before the tech leaves. If that is happening, chances are that the others will show up within a few hours.

    You are in good shape because you have the supervisor's phone number. Call him, not Charter. Hopefully you won't need to, but the only way to get satisfaction is to keep pestering them until someone figures out how to make the cards work.


    Speaking of which, my saga continued today, as well. I had an appointment for Sunday, but sometime during the day I got a call from the tech. "Oh, you need a new cablecard? The work order just said you were having cablecard problems, so they didn't pull any inventory from the warehouse, and we don't have any cablecards." Imagine that -- someone with cablecard problems might need a new cablecard. What are the odds?

    Anyway, the guy came today. Put a new card in (I had one working already), all went fine, but no digital channels. I go back to the cc setup screen, and we see an all-new message about how there were technical problems when authorizing the card. He called a few people and decided the card was bad. He tried another, and within a few minutes everything was working fine. So when I left, I was back to having two working cards. We'll see how long that lasts.

    Good: two working cards. Bad: don't know how long it will last. Good: Charter in the western San Gabriel Valley seems to be building some organizational knowledge of how to make these things work. Bad: four truck rolls, one aborted roll, and countless phone calls to get my cards to work.
     
  15. Oct 19, 2006 #475 of 1052
    GA_HiDef

    GA_HiDef New Member

    17
    0
    Oct 3, 2006
    So I had a successful install, sorta.

    Tech arrived on time, with only 2 CCs in hand. Oh well, I thought, let's see if we can get one to work. I tried to walk him through the install with a single card first, but when he called the CSR, she insisted he put in the other card so that she could hit both. We did. The tech gave the CSR all the data. She hit both cards, I know that worked cause we immediately got the 161-4 errors on both cards. Looked at the Conditional Access screen and it was obvious that the encryption data had not arrived yet. The CSR tells him to unplug both cards and plug them back in, she hit them again, round and round and round. This goes on for 45 minutes or so, then tech calls his "buddy" tech who has installed 3 or 4 tivo's. He arrives with new CC's. This is probably a good thing. The first 2 were Motorola's one at 4.21 one at 4.05. The new cards were both 4.21. They commence to switch cards, give new data, hit cards, plug, unplug, yada, yada, yada. After 2 hours of this they are ready to give up. I talk to tech and CSR lady (Liz, very nice) and say "Let me keep the cards, schedule the super tomorrow". So I get Liz's direct number and tell here that I am going to re-init Tivo, reinstall cards and call her for a hit a bit later. I do that. Erase everything on the Tivo and put it back to default specs. Insert CC1, capture data, insert CC2, capture data, call Liz. She hits CC1. I wait 5 minutes. No data on the Conditional Access screen. I say, what the hell, hit the other one. Thank her and tell her that if anything changes I'll call back. She wishes me luck. I call Tivo. Talk to TS there. Guys says " be patient" run through the rest of guided setup, then check cards again. I do. After about 20 minutes I have data on Conditional Access screens. I check channels, voila, I have channels. HD works, premium works. Life is good.

    This is in Roswell GA by the way.

    Regards all. Remember the phrase, be patient.

    Out,
    Robert
     
  16. Oct 19, 2006 #476 of 1052
    purplerhino12

    purplerhino12 New Member

    5
    0
    Jan 2, 2006
    Charter installed my cable cards today with small problems but all were resolved. This was the second scheduled install since they ran out of cable cards the first time. The installer told me right away that he had only been able to get 50% of the tivo installs to work but he came prepared with extra cable cards.

    The first card installed with no problems, got the hd channels right away. The card was a Motorola 4.05.

    The second card got the network HD channels but now TNTHD, ESPNHD, etc. The card firmware on that one was Motorola 4.21. After repeating the numbers back and forth and I guess the CSR on the phone "hitting" the card, he tried another Motorola 4.21. It gave an error 161-4 but then the CSR hung up on him. We waited about 15 minutes on hold to get another CSR and in the meantime I tried the card again and it worked. The installer said she closed the work order and that made it work.

    The installer had a different set of instructions for installing but I asked him to follow the instruction Tivo included. Before he left, I made him a copy to take to the next customer.

    I am happy with the results so far.
     
  17. Oct 20, 2006 #477 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Spoke too soon. Came home to find the FUSOD. It was the new card. Pulled it. Back to where I was: one tuner with everything, one analog only. Good times.
     
  18. Oct 22, 2006 #478 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hang in there ChuckyBox. If you need help, let me know and I'll give you the number to my supervisor tech since you are also located in SG area. PM me and I'll get you his number. He works Sundays through Thursdays.

    As for me, after the last time I wrote, I must say that I am very happy with what I have so far (knock on wood). Both CCs work and Charter did not have to come back out since they last came. Still a little cautious especially when my brother accidentally unplugged the S3, but all channels came back on again. :p Hoping the CCs will stay like this for a LONG time. :)

    Best of luck to everyone else who still are having problems.
     
  19. Oct 23, 2006 #479 of 1052
    wwschoening

    wwschoening New Member

    2
    0
    Oct 17, 2006
    I commented earlier about programs not recording once I installed the second cable card. I went through another round of Restart and Repeat Guided Setup and that solved the problem. It could be that I did them in the wrong order when I added the second cable card.

    Charter made a big deal about putting the cards in themselves most of the time, but other times said I could do. I bullied the local office into giving the second one two me and it was easy. The hardest part is writing down all the numbers and then realizing that I needed to go back through Restart and Guided Setup. Since my S3 was working before getting the cable cards, I missed any requirement to repeat those steps, so the Charter guy and I scrambled for an hour trying to figure out what to do.
     
  20. Oct 24, 2006 #480 of 1052
    boferguson

    boferguson New Member

    10
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    Nov 22, 2005
    Well, I had my final tech visit today (knock on wood) and things seem to finally be working. Not that Charter didn't try to screw it up (after repeated reminders to call my cellphone, not my home phone, for today's appt., Charter finally calls my cellphone saying "where are you? We've been trying to call you at home all day....").

    Anyway, here's what worked. The tech, though very nice, knew nothing about cablecards and admitted it. We went through the same two or three things I had tried previously (double check data and host info, etc). Finally, he asked the account folks (I think you guys call this the head-end) to do a "cold" hit on the cards. It worked. My missing channels all showed up immediately. Apparently a cold hit is different from the usual reset command. He said he is reluctant to call one in because it will either work... or fry the hardware.

    Well, it worked. What is interesting is that the guy admitted that Charter has done ZERO to train techs on cable-cards. He said there are so few in our service area that he would be surprised if Charter does much to support them. Nonetheless, I sent him away with a printout of the configuration info from techdigs that I found elsewhere on this website -- he was very grateful.

    So, for now, I am happy. If only it had come in time for MNF....
     

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