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Charter & Series 3 Problems

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

  1. Oct 24, 2006 #481 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    I hope that Charter will begin training their guys on the CC installs because more and more of us who have the S3s need them in there. Let's hope that things go smoothly! :D
     
  2. Oct 25, 2006 #482 of 1052
    Slowdrag

    Slowdrag New Member

    7
    0
    Apr 19, 2003
    Finally. After 4 visits, 3 @ 5 hrs. each, I decided to have Charter come out for one last go at it. They were here 10 minutes. The tech called to see if they had activated the HD Tier I was allegedly already paying for ... and BAM! Everything comes in now: HD, SD, all of it on both cablecards.

    Unreal how this could be the only problem that was hindering everything from working before. I know for certain that during every prior visit, the technician called the office and asked for verification that my settings were correct. He was told yes.

    Anyhow. Everything finally works. Dunno how. Dunno why. Just know it does because things swung my way today.

    I'm still convinced Charter has no idea what the hell they're doing.

    /out
     
  3. Oct 26, 2006 #483 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Hey Slowdrag, congrats on finally getting to enjoy your S3. :) Enjoy it and I agree that sometimes, Charter has absolutely no clue what they are doing! :rolleyes:
     
  4. Oct 28, 2006 #484 of 1052
    datasound

    datasound New Member

    10
    0
    Oct 28, 2006
    I am in Burbank CA with Charter Communications and a series 3. My story is much the same, but with a (finally) happy outcome. I had the same experience where I got a call from the Charter Supervisor about an hour before my install saying he was sending his guy with the cablecards but that their experience had been that they failed 90% of the time. (he didn't even know it was a tivo as this point, he was saying they fail in TV sets). So the guy arrived and we put the cards in the S3 and navigated to the page to get the needed ID numbers. He made a phone call and rattled off a series of long-multi-digit numbers for both cards. I thought for sure there was no way the person at the other end of the line was getting these right. She assured us the cards were active and they hung up.

    It still wasn't working (IE can't see any channels) and I convinced the guy to leave them with me and I would play with it. Tivo cable-card diagnostics have a 'test channels' page and I could go there and get only 4 channels (all up in the 100's) to work on cable card 1 and No channels tested as working on cable card 2.

    So I realized that my cable is split MANY times in order to feed all the places it has to go in my house. So I had a long 50-foot RG59 cable and I went straight from the point where the CABLE enters the house and connected the one cable it to the TIVO and WALLA!!! IT worked. So by reducing the splits it is now working almost 100%.

    Final comments:
    The TIVO Diagnostic is partly to blame as it doesn't seem to be working right. Even though I get ALL my channels in LIVE TV mode, the diagnostics 'test channels' still doesn't show all the channels. When I go to them in the diagnostic I often get black screen and no audio. But it seems like the channels in the 100-140 range always seem to come up.

    The diagnostic is inconsistant with the channels is shows between cable card 1 and 2 (with 2 often having less channels working than 1).

    Intermittently (about once a week) many or all of the channels are blank (show black video and no audio). This has caused a few TV shows to be incomplete during the recording. They either come back on their own after an hour or 2, but almost always restarting the series 3 seems to bring them back right away.

    Anyway, I hope this helps some of you out there who are running into these frustrating problems.
     
  5. Oct 29, 2006 #485 of 1052
    comprev

    comprev New Member

    8
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    Oct 31, 2003
    If this were true, then every year when the new TVs come out the same problem should exist, to the best of my knowledge, it doesn't. The problem is that they don't like losing their DVR business. With the exception of satellite TV, most cable companies are a monopoly in the cities they server and don't like being told what to do.
     
  6. Oct 31, 2006 #486 of 1052
    killyoko

    killyoko New Member

    8
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    Oct 31, 2006
    Knoxville, TN
    Hey guys,

    I set up my S3 over the weekend and so far, so good. (using analog cable and antenna) My appointment with the cable card installer is Wednesday. I told the CSR to tell the installer to bring more than 2 cards just in case the first two don't work. Anyone out there had any luck with the Charter installers in and around the Knoxville area?

    Anyway, wish me luck! I'll keep you posted... :rolleyes:
     
  7. Nov 1, 2006 #487 of 1052
    killyoko

    killyoko New Member

    8
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    Oct 31, 2006
    Knoxville, TN
    Update:

    The cable tech came out today to install the cards. I asked him if he'd ever installed cards into a tivo, and he said no. So we proceeded to walk through the instructions on the sheet for card 1. tip: when you insert card 1, the tivo will change to the screen that says 'a cablecard has been installed.' There is an option at the bottom of the screen to go to another menu (possibly 'configure cable card.') DON"T DO ANYTHING. The cable tech said to just wait, so we did. Eventually, the cablecard info screen came up. I thought it was interesting that he knew not to go out of that menu even though he'd never dealt with tivo before. So they must all do that. Anyway, he called in to activate the card, and the tivo thought about things for a while. Somewhere around this point the tivo gave us a message like 'a problem with the cablecard is causing video not to be displayed' or something. I think this is the error 114 or 104 message that has been talked about in these forums. Again, the cable tech recognized the error and said, 'they always say that.' so no big deal.
    Then we tested the channels, and I was getting the broadcast channels but no HBO or Discovery HD or HD net, etc. So he called back and had her ping the card (or 'hit it' or 'reset it'--he used 'reset' as the term) No luck.
    So I decided to unplug the tivo (I forgot about the restart menu option) and plugged it back in. After the startup process, we were getting HBO and HDNet, (and everything else) but for some reason Discovery HD was a no-go.
    So I suggested that we just try installing the 2nd card just to see what happens. We went through the process again for card 2, and when we tested the channels, the tivo said 'no signal available.' But the channels were all there! We manually punched in the numbers for HBO, Discovery, etc. and they came up fine, despite what tivo said. So I sent the cable tech on his way and repeated guided setup.
    When it finished, all the channels were where they were supposed to be. So for now, all is right with the world. Fingers crossed that it holds! :)
     
  8. Nov 1, 2006 #488 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Congrats killyoko (funny name!LOL). Good luck with your S3 and I hope things work out great! :)
     
  9. Nov 2, 2006 #489 of 1052
    JohnnyB1

    JohnnyB1 New Member

    2
    0
    Nov 1, 2006
    I hope to return to this forum with a happy ending, but so far, Charter has been able to frustrate all of my attempts to get CableCards installed. We have 2 Series 2 Tivos and a Motorola HD DVR from Charter. I've been reading this forum for a while and know the trials of ckoble and Cotton168 and everyone else. I ordered a Series 3 and scheduled an install for October 20 from 8am to noon. On the 19th, I decide that I'm feeliing ambitious and want to try upgrading two Series 3. I call Charter to change the order and they say that CableCards aren't working this week and no one will be coming to my home tomorrow. I should call back in a week or so.

    I call on the 24th and schedule an appointment for the 26th 8am to noon. They say everything is working great. No one shows up all day. I call back and they deny that an appointment has ever been made. I'm livid but powerless, so I schedule a new appointment for today, November 1st from 1pm to 5pm.

    I call them yesterday to confirm that I have an appointment. Yes. I have an appointment from 1pm to 5pm. I'm going to be watching HD Tivo by dinner! Today at 1:15pm, I'm feeling nervous (some symptom of repeated Cable Co. abuse), so I call them again. Yes, sir. A tech will be coming to your house between 1pm and 5pm. At 3:30pm, I am very nervous and call again. Yes, sir! A rep will be over soon. At 4:15pm, my phone rings. Charter: Sorry, no one is coming to give you a CableCard. The rep tells me that I should really quit trying because CableCards are a real pain. I am apoplectic. My kids are scared because they have never heard Daddy scream at someone. I ultimately talk to the supervisor who says that he will come to my home personally tomorrow between 8am and noon to install the CableCards in my two Series 3 DVRs. As you can imagine, I am hopeful, but not optimistic. I'll keep you posted.
     
  10. Nov 2, 2006 #490 of 1052
    killyoko

    killyoko New Member

    8
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    Oct 31, 2006
    Knoxville, TN
    Keep up the fight Johnny, it's worth it.
     
  11. Nov 2, 2006 #491 of 1052
    Mekapo

    Mekapo New Member

    25
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    Jul 12, 2003
    Thank God i'm poor. I really want a S3 but i'm unfortunately a Charter Customer. Hopefully by the time I can afford a S3 these issues will be ironed out.
     
  12. Nov 2, 2006 #492 of 1052
    djheini

    djheini New Member

    679
    0
    Jul 26, 2002
    Bedford, NH
    Has anyone had missing analog and digital channels on Charter that were fixed by changing/fixing CableCards? I've discovered that in addition to UniversalHD and TNTHD, I'm also missing about 6-7 digital channels in the 200-300s, and about 6-7 analog channels. Since the analog channels don't have to do with the CCards as far as I know, I'm thinking it may all be a TiVo issue. All the channels come in fine on the second tuner, so it's not a signal issue...

    Anyone have any suggestions?
     
  13. Nov 2, 2006 #493 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    If I understand you correctly, you are saying that within a single S3 you are getting some channels on one tuner and not on the other. If so, call the cable company and go through the list of channels and see if one of the cards simply isn't authorized for all of the appropriate channels, and have them "hit" the card again. If that doesn't fix it, then yes, it's probably the card. Schedule an appointment to REPLACE the card, and make sure to tell the CSR to make it a replacement and nag her to note that they must bring one or more cards with them, because if it goes out as "cablecard problems" these f**king idiots will show up at your house without a replacement card. I kid you not.
     
  14. Nov 2, 2006 #494 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Ain't Charter the best? Aren't you glad to send them your hard-earned money every month? I'm thinking of setting up a web site: www.lynchpaulallen.com

    BTW, where are you located?
     
  15. Nov 2, 2006 #495 of 1052
    PTV Programmer

    PTV Programmer New Member

    6
    0
    Jan 15, 2003
    Madison, WI - had Charter tech in my office today to install the cable cards. Because of all the great posts with tips here, the install went relatively well. It took some time and several card "hits", but everything is working great and all channels are being received.
     
  16. Nov 2, 2006 #496 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hey JohnnyB1, don't give up. Even though we have had issues with Charter, it was still worth it when it finally does work. I'm still having issues with Channel 7 HD with the choppy video sometimes, but I still think it is worth it. It is what us early adopters go through so that others can live without the hassles, right? :rolleyes:

    I would suggest that when the supervisor visits you, you make sure to write down his name and direct line. Don't have him give you the 888 or whatever BS number he gives you. You want his direct number so that you can call him directly if he has issues. You might also want his cell phone number. :)

    BTW, where are you located at? We might be able to give you our tech supervisor numbers as well if you are local. :) Good luck with everything and I wish you all the best. :D
     
  17. Nov 3, 2006 #497 of 1052
    djheini

    djheini New Member

    679
    0
    Jul 26, 2002
    Bedford, NH
    Yes, that's my problem. But my question is can a bad/misconfigured CableCard cause analog channels to not come in, as I'm missing both some digital/HD channels ("not authorized") and some analog channels (TiVo says it can't find a signal) on the one tuner.

    My understanding was that the CableCard only came into play for the digital channels. Am I horribly misinformed?
     
  18. Nov 3, 2006 #498 of 1052
    dwarner

    dwarner New Member

    132
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    Feb 14, 2003
    It seems to me that Tivo needs to add some status indicators, like: "Please wait, Card x firmware is updating.. xx% done."

    I get the impression that critical processes are being interrupted mainly because installers get impatient at the apparent lack of progress in the setup of CC's.
    If something is going to take 20 minutes before results appear, it needs to be made clear that it will take that long, and, if possible how much time remains..
     
  19. Nov 4, 2006 #499 of 1052
    Leo_N

    Leo_N Lucky 200 member

    532
    0
    Nov 12, 2003
    Wisconsin, USA
    Is it possible that you are getting all digital channels. I am pretty sure Charter rolled out a full digital simulcast in a couple areas. And as soon as you plug in a cablecard, it will map all the digital and ignore any analog that are the same channel I believe.

    Or perhaps when using cablecard, it has to map the analog as well? Maybe something to ask a tech in your area about. I wouldn't really trust the answer you get off the 800 support line. It is a 50/50 shot whether they'll actually know or not. I think they almost are required to give you an answer whether they know or not.
     
  20. Nov 7, 2006 #500 of 1052
    wtidmore

    wtidmore New Member

    11
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    Oct 5, 2005
    Suwanee, GA
    Long time lurker, first time poster here -- I wanted to post my success story, because everyone else's posts were so incredibly helpful. I really don't know if I'd have a fully functional S3 without you guys!

    I had my appointment with Charter in Gwinnett Co, GA last Thursday. No hassles about supporting TiVo, providing 2 cards, etc. As long as I was willing to pay, they were more than happy to supply cards. The tech was great - he had only done 2 CC installs before (none w/ TiVo) but said he liked a challenge. He let me drive. I followed the directions :)

    First CC was fully going within a few minutes. The second card threw the 161-1 error. Unfortunately, the tech didn't have any extra cards with him, but he went out looking for them, called me back in a couple of hours and brought 2 more cards. He easily could have blown me off and said to make another appointment, but he didn't. There was some drama on the head end with the second card. For some reason, the rep kept asking the tech if I rented or owned my cable modem. What the...? At any rate, they said it would be 20 minutes before it was up and running, so the tech left.

    I ended up not receiving encrypted channels on card 2. The Conditional Access screen said PROGRAM_MISSING_REKEY. After 3 calls to support, I finally reached someone yesterday who knew how to do a Cold Hit. I immediately got the 161-4 error a few times, then started seeing channels. When I went to bed last night, the only encrypted channed that I was getting was SHO-HD. This morning, though, I am receiveing all channels on both cards.

    Long story, but hopefully it will help someone with their install. Thanks again for all of the great information you guys provide!
     

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