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Charter & Series 3 Problems

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

  1. Jan 5, 2007 #541 of 1052
    r11roadster

    r11roadster High templar

    125
    1
    Oct 23, 2006
    I added the family package with no problems shortly after they installed my cards.

    edit: thought you said 'doing' not during so just ignore me :)
     
  2. Jan 6, 2007 #542 of 1052
    Buran

    Buran New Member

    40
    0
    Mar 29, 2005
    St. Louis,...
    What happens if you drop a package? Here in the St. Louis area I no longer get the CBS station in HD and 90% of my HD viewing was CSI on that channel, so what's the point at this point of continuing to pay for something that I will get less benefit from than I feel I should be? I already called Charter and the station to complain, wrote to the editor of the local paper, and filed a complaint with the BBB -- it's all about some silly argument and Charter WILLINGLY turned off the feed, not a technical issue -- and I've given Charter a week to resume the service I am PAYING for. I assume that it's something that can be done remotely.

    They didn't warn anyone of this and I only got a letter informing me that I'd be paying more for less TODAY after I've been out-of-service for two and a half days.

    Heck, while I'm asking ... This summer I plan to move to Florida (Comcast territory) and the S3 will be coming along, of course. Is it a big hassle to change from one CableCard setup to another? Anyone ever done that? (and yes, Comcast DOES have the local CBS affiliate, unlike Charter, which seems to think that outdated and obsolete SD technology is sufficient. So much for innovation).
     
  3. Jan 6, 2007 #543 of 1052
    pvthndl

    pvthndl New Member

    21
    0
    Jan 5, 2007
    Southern Oregon
    OK, I'm making the plunge. I ordered my S3 today from Costco. They have a low price ($649) plus a very good return policy in case this all goes bad during the install. I will call and schedule my local Charter dude(s) next week. I currently have a Moxi (4 days of hell since I got plugged in), so I'll just tell them that I want to have 2 cable cards added, and then if all works, I will turn off the Moxi service as soon as the Tivo service is up. If I can do this within 30 days, there should be no problem with Charter. Wish me luck with the cable cards and the person they send out.
     
  4. Jan 8, 2007 #544 of 1052
    haysdb

    haysdb New Member

    130
    0
    Dec 11, 2002
    Missouri
    Where are you located pvthndl? I'm in St Louis and just contacted Charter tech support via chat and was told to just swing by the office and pick up the cards and do it myself.
     
  5. Jan 8, 2007 #545 of 1052
    pvthndl

    pvthndl New Member

    21
    0
    Jan 5, 2007
    Southern Oregon
    I'm in Ashland Oregon (on the border with CA in Southern Oregon). The Rep at Charter was a little confused since I already have a Moxi, but I just told him that I wanted both boxes running. As soon as Tivo is up, I'm junking the Moxi. I've only had it for a little while, but as your other thread shows, we both think the UI is exceedingly weak. My appt. for cards is set for Jan 21. I'll let you know how it goes.
     
  6. Jan 8, 2007 #546 of 1052
    hizhonor

    hizhonor Member

    50
    0
    Feb 3, 2002
    I'm in the St. Louis area as well ... Ferguson. I'd be surprised if you get to walk away with cards for a self install. Unless something's changed very recently, a cablecard install inexplicably requires a truck roll.

    If, on the otherhand, you can do a self install, lemme know. I'd rather install my own as well -- S3 due to arrive tomorrow.

    Steve


    My call to order cablecards again confirms all this confusion. First sales rep tells me to drop by the office to pick them up. When I asked him to verify this information I'm transfered to a first line tech rep who quickly figures out she can't help, and passed me on to "Kat" in Wisconsin who definitely knows her stuff, is familiar with the Tivo 3 and schedules my CC install for Friday. Tech is to arrive between 1 and 5. I'll let you all know the outcome.

    Finale:
    Tech finally arrived at 4:30 after some initial confusion. Stayed until 7 when we had everything working. Not the smoothest installation but not as bad as I had feared. The Tech was contract help and had never done a Tivo 3, but we worked through it together. Most of the time was spent waiting on the person on the other end of the Nextel and getting the various ID numbers entered into their system correctly.
     
  7. Jan 8, 2007 #547 of 1052
    haysdb

    haysdb New Member

    130
    0
    Dec 11, 2002
    Missouri
    Ferguson?

    It won't surprise me in the least if I'm told when I get there that I can't install them myself and that someone less competent than I must come to my apartment to install them. I told the CSR they were for a TV, and he didn't even blink, but just said drop by the office and sign for them.

    Is there any particular reason I need to tell them I'm putting them in a Tivo? I'm thinking that might "provoke" them into dynamically changing the policy expressed by the CSR, as in "screw the MF, let's at least ding him for a service call, galdarn SOB."

    ???


    P.s. I guess I should drop by the office and find out for sure. If I wait till I get my S3 and THEN find out it's going to require a service call...
     
  8. Jan 9, 2007 #548 of 1052
    muchmore

    muchmore New Member

    3
    0
    Dec 14, 2006
    I had to return my TiVo Series 3 because I could not get it to work with Charter Cable here in Fort Worth, TX. The Charter technician that came out for my appointment was excellent and worked with me for 2 weeks after my initial appointment to try to get it to work. Unfortunately he only had 4 or 5 cable cards that he could bring. Out of those, only one "worked" - all of the other cards we tried had the TiVo displaying "updating firmware" for hours, then the TiVo said that the cards would not work. Also, with the one card that "worked", I could not get all of the channels I subscribed to to display.

    I understand that it is not TiVo's fault. I called TiVo when I was trying to set up the machine, and they spoke with the technician several times. Even with this support, I could not get it to work.

    This has been VERY disappointing. Because I could not get it to work, I was forced to return it.

    I am now going back to DirecTV and using my old HD DirecTV TiVo (which is fast becoming obsolete). DirecTV is moving to MPEG-4 and has dropped support for TiVo since they came out with their own HD DVR. This is also disappointing since I spent a LOT of money on that HD TiVo DirecTV receiver and it is going to be useless as soon as all of DirecTV's HD channels move to MPEG-4 (2007). I really feel burned about it.

    With these 2 bad experiences with TiVo, I will probably not go back to TiVo. And if these experiences are typical, I do not see how TiVo will be able to succeed.

    Andrew
     
  9. Jan 10, 2007 #549 of 1052
    jjk58

    jjk58 New Member

    6
    0
    Jun 29, 2003
    sNH
    I just realized that I forgot to follow-up...

    The tech showed up on-time, 2 days after the order... All went pretty well... no hick-ups... We got a bit impatient as it took a few extra minutes for the cmd to come down the line to enable the digital channels, but no big deal...

    {note: this was pepperell/worcester based charter}

    joe
     
  10. Jan 10, 2007 #550 of 1052
    jahwz

    jahwz New Member

    7
    0
    May 3, 2006
    Carolina...
    Ok, finally got my S3 today and called to schedule CC setup with Charter (Wilmington, NC). After reading this thread, I wasn't sure how the rep would respond. When I told him I needed a pair of CC's he immediately responded "for the Tivo S3, right?". Oh boy, here we go... but then he continued "... not a problem, let me get your info...".

    I mentioned this thread and it was news to him, he has had his S3 going (with Charter) since they first came out and had never heard anything about these problems.

    Setup is scheduled for Friday afternoon, will follow-up then...

    --
    Brandon
    ---
    Series 2 80 hour DT
    Series 3 300 hour
     
  11. Jan 11, 2007 #551 of 1052
    hizhonor

    hizhonor Member

    50
    0
    Feb 3, 2002
    Ferguson is a suburb of St. Louis --- North County.
     
  12. Jan 12, 2007 #552 of 1052
    CraigHB

    CraigHB __________

    809
    0
    Dec 24, 2003
    Reno, NV
    I wouldn't get too upset at this point. There is a chance that DirecTV could go back to TiVo. By the time your HR10 does not work at all anymore, D* may be offering TiVo again.

    The move away from TiVo was an executive decision made after Murdoch acquired DirecTV. Murdoch is a huge media company and they came with their own resources to develop an in-house DVR. Recently, Murdoch traded all of their stock interest in D* to Liberty Media. I don't think they're going to want to continue doing business with Murdoch for the DVR system. It's possible they could go back to TiVo. I don't have any real information on this, it's just what I think might happen.
     
  13. Jan 14, 2007 #553 of 1052
    spudsfw

    spudsfw New Member

    2
    0
    Dec 25, 2004
    Fort Worth, TX
    Charter came out January 3rd to install by cablecards. I handed the tech the Tivo directions and followed them. The two cards were up and running on the standard channels in no time, about 45 minutes. He said that this install was easier than a TV install. He also said that Charter would set up the premium channels and I should get them tonight or early in the morning, if not call in.

    The next day I didn't have the premiums so I called Charter that night. After an hour on the phone and disabling two of my three SA set top boxes the representative gave up and made an appointment for Tuesday (9th) between 1100am and 200pm.

    I arrived home just before the appointment (they told me they were going to be 15 minutes early) and turned on the HD TV and tuned in a premium channel and to my surprise they were working. My premium and premium HD channels were working on both cards. I received a phone call from Charter asking if the channels were working and I said yes. They informed me that the problem had been on their end. I told them the only thing not working were the music channels (900-942) and I really wasn't worried about them. I told Charter that I again believed that the problem was again on their end with the music channels since I when I checked the signal levels for the music channels they were in the 94-97 range and that the HD Tivo was receiving them.

    They decided to send the rep out and was told that the contractor would call. After waiting until almost 2 (1:53) I left since I had not heard from them. Well, he came right after I left. I was informed that I needed to reschedule. On Friday I called for another appointment and informed the tech on line that I thought the issue was still on their end. After internal discussion they decided to ping the service again and not send anyone out. When I got home and checked the music channels were not working but everything else was. I decided to not continue - I had what I really wanted working.

    All of the Charter people were cordial and tried to work through the issues. I think once again it is a matter of someone getting false information and passing it around.

    Stick with it and you can get the cablecards to work in the Tivo.
     
  14. Jan 14, 2007 #554 of 1052
    haysdb

    haysdb New Member

    130
    0
    Dec 11, 2002
    Missouri
    The problem is "provisioning" and the issue is most certainly on their end. There is absolutely no reason for them to send a tech out - that's just a waste of time (theirs AND yours) and resources. Is there any way it COULD be on your end? How?

    I had similar problems, not with cablecards but with a Moto DVR. It took several phone calls before I finally talked to someone who was able to resolve the problem. Just WHY this process is so complex is a mystery to me. This is what the cable company DOES (provision set-top boxes) and yet they don't seem to be very good at it.
     
  15. Jan 17, 2007 #555 of 1052
    neek

    neek New Member

    3
    0
    Jan 4, 2005
    Well, our DTivo finally died, and I had a REALLY good excuse to pick up a Series 3. I have a tech coming out Sunday for the install.

    I'm in the Irwindale area and it seems Tito is the man to talk to. Could some kind soul PM me his contact info? I want to make sure the bring out the right type of cablecard and that things go right. :)
     
  16. Jan 18, 2007 #556 of 1052
    aswann

    aswann New Member

    16
    0
    Jan 8, 2007
    My install was yesterday. Background: I have been on just basic analog cable up till now. I ordered online and chatted with the rep. I ordered Digital Cable and requested two CableCards for a Tivo Series 3. She quoted $1.50 per card per month.

    My wife called at 10:00 yesterday and asked me to talk to the installer. He said he had only brought 1 cable card and was unaware you could even do two cards. He left, but promised to follow up later. When I arrive home yesterday shortly after 5:00 PM, I met the original installers supervisor who was leaving my house. He told me that "it took awhile but we got it going". And they had! I have two cards installed, both are working great. (after repeating guided setup) I don't yet have a HD TV (getting one soon), but could definitely tell a difference in picture quality. My wife says both guys were very friendly and helpful throughout the process. They even played ball with my Black Lab outside.

    They spent a couple hours on the phone with Charter to get going. The supervisor told me I was the first one in the area to do this, but now they know how.

    Overall a good experience - everyone was super professional considering it was something brand new to them.
     
  17. Jan 18, 2007 #557 of 1052
    crabherring

    crabherring New Member

    2
    0
    Dec 30, 2006
    SUCCESS!!!

    Charter sent two techs out on Monday this week. They had two new cable cards and a person on the other end of the phone that seemed to know what was going on as well.

    After checking signal strengths and cable line position to the box with respect to splitters,etc.., they blessed the line strength and said it was "exactly where we like to see it..."

    They confirmed with person online that billing data was correct for cable cards and after seeing that I still had no digital channels, pulled the cable cards in the box out and installed the two new cable cards. They gave the card data to the person on the phone. I reran setup on the Tivo box, and SUCCESS!!!. All the digital channels and HDTIER channels were alive a kicking. Total time was less than an hour to do all of this.

    So, the key here was, after 3 attempts with techs in the house, convincing Charter to allow a tech to bring two new cards to try. I will say that throughout all of this the Charter techs were trully trying to get my service working quickly. They really seemed interested in the Tivo Box, and were willing to listen to ideas that I pulled from the forums without problems.


    Keep up the fight!
     
  18. Jan 18, 2007 #558 of 1052
    Leo_N

    Leo_N Lucky 200 member

    532
    0
    Nov 12, 2003
    Wisconsin, USA
    I have to say, I have yet to find a bad Charter tech over the years. Phone CSRs on the other hand, that is VERY hit-and-miss.
     
  19. Jan 19, 2007 #559 of 1052
    MasterCephus

    MasterCephus New Member

    309
    0
    Jan 2, 2005
    Hueytown,...
    I am getting my Series 3 Monday and I haven't called to get my cable cards. I talked to the lady at charter when I was cancelling my Moxi crap that the cable cards are only $1.50 each and then I just had to pick a digital service.

    My question is this: When I get my Tivo, do I set it up normally using the guided setup and then when the tech comes, just follow the setup PDF you can download? Or do I just wait to do anything until the tech comes?
     
  20. Jan 19, 2007 #560 of 1052
    jahwz

    jahwz New Member

    7
    0
    May 3, 2006
    Carolina...
    Well, I got my S3 two weeks ago and was supposed to have a tech out the next day, but then he called back to inform me it would be a week before he could get the cable cards as the local office didn't have any in stock (too bad the 800# rep didn't know that). I simply plugged the cable from the wall into the S3 and ran guided setup. Dual-tuner goodness, minus the premiums and HD, worked just fine. Kinda surprised me when I realized it was able to do the dual-tuning from a single cable (coax) input, but I guess that is another difference between the S2 and S3.

    The tech showed up today with the cable cards. After a bit of confusion from the techs on the phone about what was going on, we finally got to one that hit the cards with the right info and everything came up and works fine so far...

    To answer your question more directly, yes, you can just run guided setup without the cable cards. Once the tech arrives, just repeat guided setup and insert the cards when you get to that screen. The info sheet that came in the S3 box just said to pop the cards in, but if you do that you will still have to repeat guided setup once they are activated, at least there will be a message from the Tivo indicating that you have to. Hope that helps!

    --
    Brandon
    Carolina Beach, NC
     

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