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Charter & Series 3 Problems

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

  1. Jun 9, 2007 #681 of 1052
    Rick&CAT

    Rick&CAT Rick & Carole-Anne

    9
    0
    Feb 25, 2007
    Riverside, CA

    Both of my cablecards started working on all channels after Charter did a cable card firmware update on the evening of May 29 (Riverside, CA). Turned on the set and there was a message on the screen about a cable card firmware update in progress. -- This may take 40 minutes. Do not turn off your equipment -- or something to that effect. Well, after two or three hours, the message was still on the TV, so I went to bed. Low and behold, the next day ALL channels came in fine on both cable cards for the first time since February install.
     
  2. Jun 15, 2007 #682 of 1052
    copwriter

    copwriter New Member

    28
    0
    Aug 29, 2005
    Here's the first installment of what I hope will not be an extended saga (but given Charter's history of customer service, I am not optimistic):

    Ordered my Series 3 thru TCS. It was waiting for me when I returned last night from a business trip. Armed with hard copies of Charter's web site FAQ on CableCards, the FCC regulation requiring them to provision CableCards, and the press release from CableLabs indicating that the TiVo had been certified as digital cable ready, I drove down to the Charter office in Kennewick (the Tri-Cities of Washington are Kennewick, Richland and Pasco. We're located near the SE corner of Washington state - the dry, sunny, politically conservative part, not the wet, rainy, politically liberal part). I told the customer service rep that I had purchased a TiVo and wanted to have CableCards ordered and installed for it. She took a breath (so did I), started to tell me that I was SOL, then turned to the rep next to her and asked her if they handled TiVos. The other rep said they did. She took the order and scheduled me for June 25th. Stay tuned.
     
  3. Jun 18, 2007 #683 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
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    Sep 8, 2003
    Boston, MA
    Well The installer came on Saturday. First off, no matter how many times I stressed that I needed 4 CableCARDs (2 for each TV [Tivo]) when making the appt., he was still only given 2 Cards.

    Next when he called in to activate the cards, he was put on hold and transfered to the 'CableCARD activation dept.' and waited on hold about 20 minutes each time he called in before he hung up. In the end he told me that he wasn't sure why they scheduled a cable card install for a Saturday, because as far as he could tell (from the other people he did talk to.) the 'CableCARD activation dept.' wasn't open on saturdays.

    So he made sure my analog extended basic was working, and checked signal levels on my cablemodem, and he left telling me to reschedule the cablecards for a weekday.

    Today when I called to reschedule, the woman I tlaked to couldn't understand why he didn't have 4 cards, since as far as she knew all TV's that took CableCARDs need 2. Huh? I didn't try to argue with her. I again stressed that I needed 4 total, and she made a new appt. for Friday.

    I'm expecting to only get 2 on friday though.

    We didn't even get to stick the cards into the tivo's, so I don't know if we would have problems there or not. The cards were Scientific Atlanta cards, at least in my part of MA.

    -Kyle
     
  4. Jun 18, 2007 #684 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    This problem still exists. A week ago when I called up to setup my install, I was told that "If you want CableCARDs, you can't have Digital Cable, only extended Basic." I told her that was fishy since the cable cards are for "digital cable ready' equipment, but she said that's how thier system works.

    Since I'm really only looking for access to the unencrypted digital and HD channels (with the right channel mapping) I'm not really worried, I just want the cards put in and working, if I need to have channels added later I'll worry about that then. Plus this ended up being cheaper to boot!

    -Kyle
     
  5. Jun 18, 2007 #685 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    That's not a lie in my experience. The guy showed up to my place a little before noon on saturday, and spent 40 minutes or more on hold waiting for the head-end to pick up. Finally he got someone else who told him that that dept. isn't open on weekends. That didn't stop the CSR from taking my order for a Sat. appt. though.

    -Kyle
     
  6. Jun 20, 2007 #686 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    I recently just had a real problem with one of my CCs and although for now, I am okay with it being defective, I will have to make an appointment with Charter to swap out CC #2. From the CC Diagnostic page in the S3, it said that CC #2 was not working properly and I was not able to get some channels while getting others. CC #1 works perfectly (fingers crossed) so it's looking like CC #2 will be out. I've had these CCs since I first got them without much issues, but this is a pretty big issue. :(
     
  7. Jun 23, 2007 #687 of 1052
    dennismartinek

    dennismartinek New Member

    2
    0
    Jun 23, 2007
    I got my S3 yesterday, the Charter guy showed up, had never done an install with Tivo. The directions are simple enough, but after three cards, nothing. Tivo sees them in the slots (yes, we did slot 1 first but tried slot 2 at the request of Tivo).

    A new Charter rep showed up today, with one new card...they can't get the settings they need, and it shows as not being activated.

    So, after about 12 hours of this nonsense, he suggested putting the card into the TV to see what happened. It did a firmware upgrade for an hour, and then I put it into the Tivo.

    I got excited too early, since it finally allowed me to go through the process of Guided Setup again. Then, it had the nerve to go into a firmware update on Tivo, finished that, continued with the process, right near the end...and then, Firmware upgrade...again.

    Am I downloading plans to launch nukes or watch TV? Anyone have this problem or any suggestions? I'm ready to give up!

    Please, someone tell me they know the answer to this...Charter doesn't, Tivo doesn't, each says its the other. In the meantime, I'm missing the Red Sox!

    Thanks.
     
  8. Jun 23, 2007 #688 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Where are you located at Dennis? There have been Charter techs that have installed the CCs on S3s before so getting someone that has installed on an S3 is always a good thing. The CCs could also be defective. Most of us had asked Charter to bring more than 2 because you never know. Some of the Charter techs were kind enough to bring 7 or 8 so just in case one doesn't work, something out of that batch should. :)
     
  9. Jun 25, 2007 #689 of 1052
    notable17

    notable17 New Member

    1
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    Jan 23, 2007
    I don't usually post, but I thought I'd give an update on how my cablecard installs went. I called on Friday for an appointment and was given any time on the weekend, which I chose not to do based on posts on this board stating that there is no cablecard support at the Charter offices on the weekend. I then chose Monday between 1:00 - 3:00 pm. The installer showed up at 2:55 (of course) and was out of the house by 3:45 with both cards up and operational with all channels including premiums.

    He had never seen an S3 before but was very "coachable". He followed my instructions and resisted installing both cards at the same time. This bothered the woman on the phone that he was talking to, but if it wasn't him she talked to, then it would be someone else. I got 161-4 on both cards and a few minutes later they both paired with the Tivo. Initial tests only got me standard cable and no premiums, but after they both got the standard cable channels, including HD, the woman on the phone did something from the headend and all my premiums started working.

    The installer thanked me for all my help and said he is now the new "expert" installer at his office for Tivo S3's since he was the first one to do one in my area.

    All in all things went pretty smoothly and the installer was patient with my demands...er.. requests. Just thought you'd all like to know that things sometimes do go well with cablecards. Thanks to all of you for the advice and information in making this an easy install. Now on to setting up my season passes.

    Good riddance Moxi.
     
  10. Jun 26, 2007 #690 of 1052
    copwriter

    copwriter New Member

    28
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    Aug 29, 2005
    CableCard install on Monday: installer was supposed to be here between 1000-1200. The doorbell rings at 1000 on the dot. He was a contract installer, not a Charter employee.

    He said he had installed CableCards once before, but in a TV set, never a TiVo. He didn't appear to know what a TiVo was. When I had made the appointment, I had asked that Charter send out four CableCards, as they have a high failure rate. Of clurse, Charter ignored this. The installer had two cards (I suppose I should be thankful he didn't have just one). I gave him the install instruction sheet that had come with the TiVo, and added that everything I had read (most of it here) indicated that following the instructions step by step was critical. He acknowledged this, then proceeded to insert both cards in the TiVo at the same time, not waiting for pairing or any screen indication on either. To no great surprise, this did not work.

    I again asked him to look at the instructions. He did, and things began to go a bit more smoothly. He put one card into the lower slot and first got the 161-1 error, but it eventually resolved to the setup screen. He called their central station and listened to elevator music for about ten minutes, then got a tech that knew only marginally more about CableCards than my installer did. The installer read numbers off to the tech, who got every one of them wrong on the first try. After 15 minutes or so of back and forth, the first CableCard was putting out a signal, and I could see channels on the test screen.

    CableCard No. 2 didn't go so well. It wouldn't sync, and when we swapped the first one in and out of the No. 2 card slot, it worked fine. Bad card. I figured he was going to tell me that he would have to come back another day, but instead he called one of his co-workers who was closer to the Charter office than he was. The co-worker agreed to pick up a replacement card, and the installer said he would meet him halfway between my house and Charter. He leaves.

    He's back in about an hour, this time with two sidekicks. One is apparently some sort of lead installer or foreman. They bring a total of four cards with them. The installer makes another call to Charter, getting a different tech this time (but not without another interlude of elevator music). This one had better hearing, and got the numbers right on the first try. A test on both cards showed HD channels coming in just peachy.

    I ran guided setup, and had the channel lineup in and loaded in about 20 minutes. All appears well. This actually went much more smoothly than I anticipated.

    Three items of intel that the installer dropped on me:
    1. When I complained that Charter had lousy customer service, the installer was in complete agreement. His company does installs for cable tv providers all over the Pacific Northwest, and he has more trouble with Charter than all the others put together. He was overheard complaining about this once, and was called into the Charter manager's office for a dressing-down. Apparently it is not accepted practice to comment that the Emperor is naked.
    2. It is no secret that Charter provides bad customer service. Comcast is hot on their heels to get the local franchise.
    3. The CableCards that were delivered to me are in short supply, as they are starting to distribute a newer, presumably more reliable, model. Charter, not missing an opportunity to save money and shaft the customer simultaneously, won't let go of any of the new cards until the old ones are all out of stock.

    As for me, my new TiVo is grinding away, and life is good. I wish the rest of you a similarly stress-free experience.
     
  11. Jun 29, 2007 #691 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
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    Sep 8, 2003
    Boston, MA
    It started off bad. It's better now. Not perfect though.

    I started with a Sat. install, only 2 cable cards were brought to my house (I have 2 S3's - I asked for 4 cards,) then the head-end wasn't open on Sat. The Contract Installer took the CC's with him when he left.

    I rescheduled for the next Friday, took 8-12 off from work and had no one show up.
    I then rescheduled for Tues 11-1, and again no-show.

    Finally yesterday, I had an appt. from 1-3, and a real Charter Employee showed up at 2pm, with all 4 cards. The first 2 worked fine in the first S3. The third card showed that it hadn't been programmed by Charter. The fourth card worked fin also.

    We found that you can short cut the instructions somewhat. You can put in one card, wait for the MMI screen and copy the #'s, then put in the second card, wait for the MMI screen and copy the #'s, and then Call the head end with one call.

    I wouldn't shove more than one card in at once or a second card before the MMI screen for the first card showed up though.

    After the Headend call, eventually all 3 cards showed 'CP Auth recieved', and Test Channels showed all the channels I subscribe to - (which due to another problem with charter cust. serv. was only the HD Locals)

    So I'm on the hook for rescheduling for the 4th cable card again, but it's good to know that the first 3 work good.

    In my area in MA, Charter uses Scientific Atlanta (AKA Cisco) Cards. No M-Cards yet either. They're $1.50 each/month too, and $56 I think if you don't return them.

    I didn't see any 161 errors either.

    -Kyle
     
  12. Jun 30, 2007 #692 of 1052
    comquat1

    comquat1 New Member

    2
    0
    Mar 18, 2006
    just had a housecall by charter to put my two cable cards in and had one that was not recognized. He left me with one card installed so i finished installing that with no issues. The tech went and made a call that was missed, grabbed a couple more cards and came back and the first of the second cards we put in was recognized within a couple minutes. Right now i'm just doing the guided setup and so far everything appears normal. Good customer service here in West Michigan, that's for sure.
     
  13. Jun 30, 2007 #693 of 1052
    hank12345

    hank12345 New Member

    91
    0
    Sep 27, 2005
    Hey kjmcdonald, may I ask where in Mass are you? I've been trying to decide if switching to Charter and the S3 from Directv is the right move, or more trouble than it's worth! I'm in Spencer, MA and have had a lot of issues with Charter service-- Mainly sporadic high speed internet outages--- but the service has been pretty good over the last year....

    The idea of even more issues when trying to setup the S3 would push me over the edge!
    It seems that your Techs seemed to have an idea of what they were doing, so maybe I'd be OK?


    Thanks for any help or info!
     
  14. Jul 2, 2007 #694 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
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    Sep 8, 2003
    Boston, MA
    The Techs were good in that they were willing to read the Tivo instructions. The first didn't get far because the HeadEnd that they need to give the numbers to is closed on Sat when I had my first appt. On the last appt. the guy was very willing to work with me, and although he admitted he hadn't done any CC installs really.

    We had good luck, with 3 out of 4 cards working right away. The fourth appeared not to be loaded with any info by the headend before it was given to the installer.
    I have an appt this week to get a new fouth card.

    Once the cards were in, and sent the activation signal they worked very well - All the 'raw' (74-3, 82-1, etc) that I found on the chanel scan that tivo didn't know what to do with, all of a sudden mapped to digital cable channels (101, 102, 201, etc.)

    The only other issue I"m waiting to have resolved, is that the original person I ordered service from thought that with Cable Cards, I couldn't get anything higher than expanded analog basic. I recently straightened that out, and added the Total View Digital Pkg. which should complete what I'm looking for when it activates on Soon.

    Compared to all the other stories I've heard here (and ignoring the 2 no-show appointments,) My experience with the charter techs has been good. Given there really isn't any choice here in Uxbridge (until FiOS gets here,) I'm glad I'm as happy as I am. So far Charter seems cheaper than ComCast too.

    -Kyle
     
  15. Jul 2, 2007 #695 of 1052
    hank12345

    hank12345 New Member

    91
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    Sep 27, 2005
    Kyle,

    Yeah, once you get through the customer service phone quagmire, the techs have been pretty easy to deal with in my experience... Glad to hear that they were willing to follow instructions! As I'm only looking for expanded basic right now, (and HD package) my biggest fear was they would be unable or unwilling to get the cards working at all!

    I have Thursday-Friday off this week, so I may take the plunge and get the S3.... If I do, I'll post my results-- but I may hold out for a rebate offer or lower price from Tivo, as it looks like I just missed the most recent deal : (

    -Hank
     
  16. Jul 3, 2007 #696 of 1052
    tim1724

    tim1724 Member TCF Club

    265
    10
    Jul 3, 2007
    Temple City, CA
    My cablecard experience with Charter Communications of Alhambra, CA. (I'm in Temple City, CA.)


    Early last week I called Charter to get my cablecards. I just said I wanted two cablecards. I didn't mention Tivo, because others have had problems if they did. The customer service rep (who was amazingly slow.. it took a good 10 minutes, and I don't think I said more than 5 sentences total in the whole call) didn't ask. She said they'd send someone out on Friday between 8 and 10.

    Well, at around 9 on Friday, they did show up, with two cablecards. But then the guy said "hey, we don't do tivo. charter isn't supposed to send us out on these jobs, we just put in cable boxes." Apparently if I'd mentioned Tivo, they would have sent a Charter employee rather than a subcontractor.

    I got him to put in the first card anyway, and the screen with the card info popped up fine. I suggested that he call in the info to Charter. Well, at this point he sort of looked confused and then freaked out and began ranting about how charter only pays him $5/install (he'd get $10 for mine, since there were two cablecards) so he didn't want to do it. He spent a half hour calling his supervisor, waiting for his supervisor to call him back, etc. Then he said charter would send out an actual charter employee on monday or tuesday, rather than a subcontractor. Then he took the cablecard out of the tivo and left.

    His reason for not doing the install was that it would take too much time.. but he wasted more time just sitting there complaining to his supervisor than it would have taken to just put the other card in the tivo, and make the necessary calls to activate them.

    Now I have to admit, the $5/card they were paying him seems a bit low (especially given that Charter is billing me $44.95 for the installation) but why did he accept the job if he wasn't going to do it? From the way he did things, I got the impression that this might not have been the real reason. I think he might have been illiterate. He first got upset when I suggested that he needed to read the numbers off the screen to the Charter people on the phone, and then when I handed him tivo's cablecard installation instructions, he held it upside down for 30 seconds while "reading" it..

    Anyway, Charter did send someone out on Monday, who installed the cards with no real problem. I wasn't home, but my girlfriend was able to help him when he got stuck.

    Anyway, the cards work great. No errors, no hassle getting all the channels recognized. HD works, I get HBO, etc. They seem to have things figured out, but their subcontractors don't have a clue. Apparently it's best to let them know you have a Tivo (at least in this area), so they send out a Charter employee rather than a subcontractor.
     
  17. Jul 9, 2007 #697 of 1052
    pattont

    pattont New Member

    35
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    Jan 17, 2006
    Tennessee
    Alright, first off I live in Johnson City, TN....

    I bought my S3 a week ago and I still haven't gotten it, but i figured last week I would go ahead and order the CC(s) to get them instock at the local place. Called the Charter 800 number and got a guy that said that was no problem that he would put two cable cards onto my account and it be an extra 3 bucks per month, I said great. I also asked if they had to be installed and he said no that I could pick them up if I wanted to. I said well yes I would love to do that :) So far so good.

    I started up a chat session for an un-related issue about 3 days after this phone conversation and happen to mention checking the status of the cable cards and she said that I had been setup for delivery on July 12th, I was like WTF I don't want that I want to come pick them up. So after about 10 minutes of explaining she finally said that it would be fine if I came and picked the cards up at the local store which is 100yrds from where I live.

    So, today 7/9 I go and try to pick up these diamonds that they so preciously guard with their lives. The woman at the counter said, "we can't do that, you have to have them installed"........ Needless to say I was very pissed off, so I asked to speak to someone in management. I met this guy and he went through the spill that she had just given me and I kindly explained to him that it wasn't going into a TV that it was infact going into a Tivo and he said, "whats a tivo".... At this point I knew I was doomed...

    So he goes and talks to his techs for a minute and he came back and said that they do indeed need to be professionally installed, and I reassured him (seeing as I am starting on my MS in Computer Science in the fall) that I could handle the CC install. He said it would be fine but he needed to check a few things and he would call me. So I left hoping he would call and about 2 hours later he did and said that it would be installed on the 12th and it would cost $34.99 which was a crock of sh*t and I told him that was unacceptable so he said well let me check a couple of more options and I will call you back. Couple more hours went by and he called back with the same response... GRRRRRR

    So I offered to bring my S3 down to the charter office as sort of a "Learning Experience" for their techs to get a chance to see the S3 and the setup and so that I didn't have to pay for the install and he agreed. I pick up my S3 tommorrow night late and will be going down about 8am EST on Wed. to do this install... Wish me luck :)

    I will be connecting the S3 at home first to the internet and going through the first setups and getting the latest versions on there before I go down there. Also, the gentleman kept asking me the version # of CC that I needed and I just kept telling him the 2007 version because I wasn't sure about that, anyone know which version I need??


    Travis
     
  18. Jul 11, 2007 #698 of 1052
    pattont

    pattont New Member

    35
    0
    Jan 17, 2006
    Tennessee
    Ok... Heres the update from my previous post...

    I took my box down to Charter @ about 7:45am and we put the cards in as instructed got them activated with service and finally card 1 got some channels, but not all of them. Card 2 had nothing.... Turns out card 2 (top) was bad and they replaced that.. After about 3 hours I spent down there my tivo started getting the channels I had purchased.

    I came home and shortly started watching some of my HD premiums (hbo, starz, cinemax) turns out 779 or CinemaxHD comes on for about 3 seconds and then goes to the cableCARD diag screen and then goes black.. I have no idea what its doing this for, it did it on one other channel and on both tuners. I just got off the phone with charter and they said they would send a signal to my cards to fix the issue, we will see.... So there you have it.. It works i didn't pay for the install but it took FOREVER to get this worked out..


    Travis
     
  19. Jul 11, 2007 #699 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    Ok, well on Monday I got the 4th card installed (I have 2 S3's, and the last time a tech came out he brought 4 cards but 1 wasn't initialized properly at the head end before it was given out.) The installers (2 - One got pulled in from another area to help out the second) arrived at almost 1 for an 8am-12noon appt. window. :(

    It went in, and the screen popped up showing it installed. We were able to get the Card and Host ID, but soon the card decided it needed to upgrade the firmware. I got a little worried then, first because none of the other 3 needed that, second because reading here I've heard that that doesn't always work, and third because I know it can take forever, and I didn't want the guys on the call to give up.

    The upgrade completed in 5-10 minutes and we started checking channels. I got all the digital and HD 'lifeline' channels, but none of the 'Total View' package that was supposed to be activated at the same time as the 4th card.

    The techs were professional. Though the local one seemed clueless about technology in general (asked the other tech what kind of signal was on the coax going into the Tivo? was it the internet?) and the Senior guy was a snobby when I showed him the sheet from Tivo. Though he did say he had done several Tivo S3's before. When he arrived he seemed put off that he had been pulled in on this job, and didn't really show the other tech what to do, instead he did it, and kinda explained it along the way, but he glossed over a bunch of stuff, and seemed in a hurry.

    They hung out a few minutes waiting to see if the channels came in, but they never did. I didn't want them to decide the card didn't work, or blmae the tivo - I was positive that the problem was all in the provisioning computer system at Charter, so I told them to go, and I'd wait and call in if it didn't work.

    It didn't work even today Wednesday, but I didn't get a chance to check or call in till today ( due to bringing home a new baby daughter on Sunday :) ) so when I called in today I first found out that the work order was still open and the programming change wouldn't happen till it was closed.

    I waited on hold while they closed it out and got me to a supervisor. I was testing channels on the newest card, and nothing they did was working. She went to put me on hold, and disconnected me instead. I took the chance to check the other 3 cards. Whatever she did enabled the package on those 3 but not the 4th. I called back in, and they wanted to setup a service call to look at card 4, I told them I'd wait overnight and call back if it didn't work.

    After that I noticed that even on the 3 "working" cards I was missing channels 300, and 301. When I called back again, they wanted to go the service tech route. So I have an appt. tomorrow.

    By the time this install is done it's going to be a month and 6 service calls (2 of which were no-shows :( ) Overall the Tivo's have worked flawlessly, it's been all screw-ups on charter's end.

    Overall I'm happy with the signal and picture and I'm very happy with the Tivo.
    It's all the different stories at Charter, and the right hand not talking to the left that has bothered me. Total communication breakdown inside that company.

    EDIT:

    Well yesterday they sent out another tech, who admitted right away he knew nothing about CableCARDS. I explaned what I was seeing, and he aggreed though that it was probably a problem with the 'codes'. So he got on the phone with dispatch, and after several tries, they got the 4th card behaving just like the other 3 which was my big concern. Then After getting the head-end involved, and over an hour waiting and chatting with the tech, they even found the problem with the 2 channels that were missing on all 4 cards. So I'm finally good!

    Now, about a month after my install I get to call in and get a 1 month credit. Between that, and the 4 truck rolls (which the last tech said cost them on average $110 - mine were probably more since they were here longer,) and the 12 month discount I have, I'd woudn't be surprised if charter ends up only breaking even on me as a cable customer.

    -Kyle
     
  20. Jul 11, 2007 #700 of 1052
    pattont

    pattont New Member

    35
    0
    Jan 17, 2006
    Tennessee
    I have mine working perfectly except I am missing channels:
    779 - Cinemax HD
    522 - More MAX
    191 - ABC News Now
    776 - ESPN2 HD

    When I click on these channels I get video for about 3 seconds and then the cableCARD diag screen pops up randomly and if i click "clear to exit" it exits, but I get no video. I have become friends with the Charter Tech and have a person number to call him and get stuff done to this box. He is going to call me in the morning to fix this issue. I have already tried to call the normal techs to "reset" the cable cards whatever that means, but it still doesn't work...

    My cards still say... "Waiting for CP Auth" in the CP diag screen inside CableCARD configuration, but I get all my channels fine except for these 4... Dunno whats going on.. I am going to repost this on the main board to see if anyone has heard of this..

    Travis
     

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