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Charter & Series 3 Problems

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

  1. Sep 18, 2006 #41 of 1052
    redrouteone

    redrouteone This Space for Lease TCF Club

    3,484
    15
    Jun 16, 2001
    Austin, Texas
    My 8300HD costs my 14.95 a month.

    Charter is a freaking joke, you can never get the same information twice. Even the prices on the web site don't agree with what thing actually cost. They can't even give me the correct address for their branch office. I won't even get into the other problems I have with them.

    I am to the point with them that I am considering moving and going back to DirecTV.
     
  2. Sep 18, 2006 #42 of 1052
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

    37,440
    163
    Apr 17, 2000
    Nevada
    That's so weird because I've never had a problem with our Charter service. However I've gone through a few companies over the years (TCI to AT&T to Charter) so perhaps the local office has some more lax policies that have carried over from the previous companies.

    Dan
     
  3. Sep 18, 2006 #43 of 1052
    MitchW

    MitchW New Member

    123
    0
    Jun 4, 2002
    I corrected the lease price. It should be $ 11.99 per month.

    With my SA 8300 HD the following have been implemented (not all boxes may have this software version from what I understand):

    I can choose to only record NEW programs. If I hit STOP, the exact time of the program so far is displayed. I write it down and can start again from that point at a future date. Also, from the STOP screen, I can start from the point I left, the beginning or the end and use Fast Forward or Fast Backward to reach my point. If I am watching a recorded program and TWO new programs start recording at once, I am bounced to one of the new programs. However, I can return to the old recorded program at exactly the SAME point I left. The bookmark is not removed unless I turn off the SA. If I schedule three programs to record on the same date and time, I am given a choice of which of the three to not record. I can choose to have the oldest programs erased if I exceed the disk space. I can measure EXACTLY the amount of disk space used. A Season Pass (All Shows) is available for every selection. Shows NEVER disappear from the Recorded List unless you use the 14 day or other limit and the date passes.

    This is still not as good as TiVo software AT THE MOMENT. However, I only pay $ 11.99 per month lease and the TiVo box would cost me $ 1,000 (including the lifetime subscription upgrade). I understand that Scientific Atlanta is allowed to upgrade their software as well as TiVo is allowed to upgrade their software.

    Plus, I can get On Demand and Pay Per View which are both very important to me. The first has hundreds of FREE, new movies and programs. The latter has new movies which have recently appeared in theaters. All these programs have PERMANENT bookmarks which are preserved for 24 hours. They can also be Fast Forward or Fast Backward.

    Finally, Charter is adding new features to the SA all the time. As I understand it, Cable Cards will NEVER receive these new features.

    However, I will still upgrade to the S3 at a future date when the TiVo problems and price have been corrected to fit my objectives.
     
  4. Sep 18, 2006 #44 of 1052
    ckoble

    ckoble New Member

    18
    0
    Sep 16, 2006
    Long Beach, Ca
    Update:
    I spoke with the Senior Vice-President's assistant this morning... she was very nice and wanted to help. She told me that she would get back to me by this afternoon. As promised, she called back at about 1:30 and told me that she spoke with a senior technician and they are opening up a call with Scientific Atlanta to figure out why the cards are not working with the S3. They sent another tech (Alfredo) who said he would keep me personally informed of their progress. He said that he visited another Charter customer yesterday who had the same exact problem. So there are at least 2 of us in Long Beach. I am satisfied with the action that Charter has taken thus far. I'll keep everyone updated.
     
  5. Sep 18, 2006 #45 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Very nice ckoble! Thanks for the update and I hope everything works out well for you. How did you contact the Senior VP's assistant? I might need to go that route if Charter cannot fix this problem and starts giving me a hard time. ;)
     
  6. Sep 18, 2006 #46 of 1052
    DancnDude

    DancnDude Thrice as nice TCF Club

    8,466
    13
    Feb 7, 2001
    Madison, WI
    Glad to hear they are moving forward, even if it took a lot of work on your end. Hopefully your effort will help solve the problem for everyone. I have Charter too (although maybe it will be different in different parts of the country), so I'm watching this thread.
     
  7. Sep 18, 2006 #47 of 1052
    joewmaki

    joewmaki New Member

    18
    0
    Jul 21, 2002
    What you need to understand is that Charter is actually a lot of independent cable providers blanketed under one name. It's not like a franchise where every shop is standardized. The company I work for did sales work for a number of Charters in the North East. Every shop had different reporting requirements. Made my job a PIA :). Our local Charter used to be a Bresnan Communications. Luckily I've always had good luck with the local cable company. I even got a refund when I pointed out they had been overcharging me for 2 years :D
     
  8. Sep 18, 2006 #48 of 1052
    Tippy

    Tippy New Member

    57
    0
    Oct 11, 2004
    Birmingham, AL
    I hope you all will keep us updated about any progress with Charter. I also have a SA 8300HD that I would really like to dump. My S3 should be delivered tomorrow and I have scheduled a Friday visit to install the two CCs. Wish me luck!

    I actually had one CC installed last week in a new HD TV. That went pretty well but I'm missing two of the HD channels. They are coming out Thursday (they couldn't schedule both visits in one day - go figure) to diagnose that problem.

    Tippy
     
  9. Sep 18, 2006 #49 of 1052
    ThePlungerMan

    ThePlungerMan New Member

    88
    0
    Sep 13, 2006
    So.Ca
    I was that guy.

    See post #31 for the beginning, a long sad story indeed, but wait there’s more. Charter’s Alfredo came back , (the nice guy) senior tech with two new cards this morning. I AGAIN repeated set up, I was on the step for the cards when he got there. (In my previous post I wrote about all the different methods I used and calls to tech support 4 both Charter and Tivo.) The first card was paired, (headquarters lingo at Charter) but the second one didn’t. But the third one did, (paired up again) And like B4 the acquiring info screen came up with a big spinning wheel in the middle. Alfredo said sometimes it can take 8 hours for the cards to work right.
    So I left the house and came back 3.5 hours latter. Still spinning wheel message. Called Tivo. The Sup. Tech said HMMMMMM, it shouldn’t take that long. I say, what now, let it spin for 8 hours and see what happens? he says yes, I come home 5 + more hours latter and turn on the TV and YESSIRREEBOB, The screen for test channels up and down was staring at me, I test 10 channels starting with 2. Getting them so I continue set up. It goes thru to the end. Says I can watch TV> So I press live TV and get a black screen with a blue screen down at the bottom stating ‘ No channel available’ I check other channels. no go.
    The tech per an earlier conversation this morn said he was calling me up tonight at 7ish. Gonna call Charter for a re-fresh on the card and wait for his call. Will update.
     
  10. Sep 18, 2006 #50 of 1052
    ThePlungerMan

    ThePlungerMan New Member

    88
    0
    Sep 13, 2006
    So.Ca
    30 minutes after last post did get some channels. But no digital and only Universal HD. Tivo tech called me back, we tried rebooting, I did try the re hit the card before and after this reboot. After last reboot Tivo tech said get another refresh, (which Charter told me to reboot, and did), still only some channels.
    At my suggestion, he agreed to wait till morn to see. But Tivo tech said it shouldn’t take as long as it did to see the channels, as in there should be no trickle in of channels as per his Tivo info, but admitted it could, maybe wrong.
    Will update

    P.S. I need a hug.
     
  11. Sep 18, 2006 #51 of 1052
    waharris007

    waharris007 New Member

    29
    0
    Sep 4, 2006
    Spring...
    Ack. Okay, I bit the bullet and just ordered an S3 with the 10% off coupon from Circuit City. It should be here Wednesday. If I find that the Charter cable cards aren't going to cut it, I'll just return it and move over to the DirecTV way of life. This Charter DVR has GOT to go, one way or the other!

    Fingers crossed! Calling Charter now for the cable card order...
     
  12. Sep 19, 2006 #52 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hey Plunger Man! Here's your hug! Please keep us updated.
     
  13. Sep 19, 2006 #53 of 1052
    waharris007

    waharris007 New Member

    29
    0
    Sep 4, 2006
    Spring...
    Update: My S3 is set to be here from Circuit City on Wednesday. I just called Charter for the cable cards. I had been told previously from a tech that I'd have to install the cards myself if I wanted to use them in a Tivo. However, when I called to place the order, I just said I needed two cable cards installed and she said okay. She never even asked what I was going to use these cards in. She offered a Wednesday install, but I chose Thursday instead to make sure I have time to do the S3 setup beforehand. I guess I'll find out on Thursday what the deal is. I'll report back then.

    Plungerman--you're awesome. I'd give you a hug if I weren't such a darn manly man.
     
  14. Sep 19, 2006 #54 of 1052
    TiVoPhish

    TiVoPhish New Member

    181
    0
    Mar 12, 2003
    Long Island, NY
    You must have an old version of the SARA software. Newer releases fix/ed a lot of these issues.

    Agree it's a bit annoying, but hitting the FF/RW 4 times propels you into super-duper fast mode. You can get to where you want VERY quickly.

    Partially true. If you are watching a recorded program and switch to live TV (by changing the channel) you can return to the DVR channel and be right where you left off (and it automatically pauses when you change channels). If you switch to another recorded program though, it will lose your spot (wish they'd find a way to fix that).

    No longer true. You are NOT kicked out because the show you're watching (that is still recording but delayed) ends. This was fixed a few versions ago I believe. I've had the SA8300 for quite a while now and NEVER had this issue.

    No longer true. There is a "start from beginning" option now when you go to watch a show currently being recorded (or any show). There's also a "skip to end" option for shows already recorded.

    Agree with you on this one, and it's one of the things I've missed about TiVo. For me it hasn't been a huge problem, but a problem none-the-less. You also can't cancel just one episode of a season pass. I end up with a lot of repeats being recorded just to play it safe, and yes, it can be annoying with shows in syndication.

    Only partially true. If it detects a conflict at the time you are setting up the recording it gives you the options on which show NOT to record. If a conflict comes up later because of a schedule change it doesn't prompt you, it decides for you. You can't set priorities.

    Now that's one I haven't run into at all. My 8300hd has yet to miss a scheduled recording or delete anything on it's own. The bug I do see is scheduled recordings from months ago still appear in the scheduled recordings list (even though the shows were recorded, or NOT recorded because they didn't air as scheduled).

    I honestly would have, but I didn't want to keep waiting for them to get into the HD game when I've had an HDTV since 2001... and since the 8300 worked well enough when we got it we finally jumped into a 56" HDTV, so we now have 2 HDTVs. I was tired of waiting.

    Admittedly, the Box and DVR service (yes, cablevision charges for it) cost me about $16.00 per month. That's 50 months (or a little over 4 years) worth of service/equipment before I hit the price of the new S3 TiVo... NOT including TiVo's monthly service. Let say I buy their new special -- $299 for 3 years of service. That means I'd have to have my 8300hd for a little over 68 months (or almost 6 years) before I hit the TiVo + service price.

    Is it worth the price difference? I'd LOVE to go back to TiVo, but husband and I agree not for that much more money right now. I also think that in the next 3-5 years there are going to be big changes to the cablevision market (I'm watching for FIOS in my area) and with how other brand DVRs improve.
     
  15. Sep 19, 2006 #55 of 1052
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

    37,440
    163
    Apr 17, 2000
    Nevada
    Sounds like the SARA software is about on par with the old TiVo 1.2 software. It didn't have a SP manager or skip to tick, and in order for it to remember where you were in a program you had to manually pause the program before you exited. If you accidentally just hit TiVo or Live TV to exit when you can back it was at the beginning again.

    Dan
     
  16. Sep 19, 2006 #56 of 1052
    TiVoPhish

    TiVoPhish New Member

    181
    0
    Mar 12, 2003
    Long Island, NY
    Like I said above, if you are watching a recorded program and switch to live TV it automatically pauses the recorded program, and when you switch back to it, it's right where you left off. Where it gets annoying is if you switch from one recorded show to another. If you go back to the first recorded show it only gives you the option to start from the beginning (or skip to the end)... not to start where you left off.

    I've had TiVo since way back when (S1 and S2), and the SARA software isn't like that at all. No doubt TiVo has a better interface, better search, and better conflict resolution, but I can honestly, for me, it's not worth the price right now... especially with all that's going on in the industry at the moment.
     
  17. Sep 19, 2006 #57 of 1052
    ThePlungerMan

    ThePlungerMan New Member

    88
    0
    Sep 13, 2006
    So.Ca
    I emailed Charter support this last night
    I bought a Tivo DVR that needs your cable cards. I have had an enormously bad time trying to get these to work over the past two days. Alfredo, (very nice tech) had two cards that wouldn't pair up, two that couldn't acquire channel info, and two more that get only some channels. I have spent over 10 HOURS trying to get this DVR to work. I have been on the phone with Tivo and you guys. It appears through countless discussions with your guys and engineers comments at Tivo, it's the cards. I have read may many posts in a forum about this and come to the same conclusion. I have a TV that takes cards and the cards never worked in them as well. It appears that the cards aren't initialized correctly on your end. When I call you for help, the CSR I get tell me many different stories on what they do what they don't, etc. I have spent thousands and thousands of dollars on your cable service over the 15 years in Long Beach and deserve some real help to get to the bottom of this problem, once and for all.
    Thank You
    and got this response.

    Thank you so much for contacting Charter Communications. My name is Chriss and I am glad to assist you.

    I certainly understand that you bought a Tivo DVR and you need a cable card.

    I sincerely apologize for the inconvenience you have experienced.

    Please be informed that the Charter Cable card is to be programmed before installation. Further, we will need to schedule a technician to come to your home to replace the cable card. Please get back to us with the available dates and time to fix an appointment. You may also contact our Customer Care team via live chat option located at our website: www.charter.com or via phone at 1-866-499-8080.

    For further assistance, I would suggest you to contact our Customer Care team either via live chat option located at our website: www.charter.com.

    If you have any additional questions, please do write back to us. We are glad to assist you.

    Sincerely,

    Chriss
    Charter Communications.

    I’m emailing this back
    I’ve already gone thru two tech in home apts. And still no good. The tech called me just now. Says he's going to the top of the food chain and try to figure this out. Will call me latter today or tomorrow.

    Side note: since Tivo in their defense is actually trying to figure this out if it’s the card or the box, since I got past the spinning wheel and did get some channels it appears to be the cards. (I suggested to him, the tech, a theory)
    It’s like Charter doesn’t want this to work so like in a conspiracy they act like their trying to fix it but are purposely not doing what they know would work, (or purposely not training the techs, and the office), on how to initialize the cards correctly. I also told Tivo this and he said yeah that’s possible.
     
  18. Sep 19, 2006 #58 of 1052
    ckoble

    ckoble New Member

    18
    0
    Sep 16, 2006
    Long Beach, Ca
    PlungerMan,

    The contact that I have made at Charter is Carla -- her number is (310) 971-4249. You may want to "register" your problem so that Charter knows how its customers feel about this issue. For everyone else this is the number to the western regional office -- so it won't do you any good if you are outside of California, Oregon or Washington.
     
  19. Sep 19, 2006 #59 of 1052
    Sepia

    Sepia TiVo Special Member

    130
    0
    Jan 5, 2002
    Los Angeles
    hmpf...this does not bode well... I have an appointment on Thursday at 8:00am PST with Charter in the Los Angeles area (Glendale, CA), I'll keep you all posted as to what happens...
     
  20. Sep 19, 2006 #60 of 1052
    MitchW

    MitchW New Member

    123
    0
    Jun 4, 2002
    Ckoble,

    This is the reason I still wait. I don't want to go through these problems. I use Charter and am perfectly satisfied with the SA 8300 HD. I have to be convinced that the $ 1000 total price for the S3 is really worth the money. So far it is NOT.

    While everyone here is waiting for the Charter / TiVo fix, I just ordered a second Sony HD 32" TV. Its going to get the SA 8300 HD as my first HD TV has now. I always have until 12/31/06 to still get the lifetime upgrade. If things are not in shape by that time. I will forget TiVo until the S4 comes out.
     

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