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Charter & Series 3 Problems

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

  1. Aug 15, 2007 #741 of 1052

    jdmass Member

    Dec 1, 2002
    Westborough, MA
    Just checked and they seem to be coming in fine on my Tivo Series 3 in Westborough.
  2. Aug 15, 2007 #742 of 1052

    hank12345 New Member

    Sep 27, 2005
    Thanks for checking....

    According to the Charter rep I spoke with, I don't subscribe to those channels-- despite the fact I pay for them, and have been receiving them with no issues (aside for the TiVO HD macroblocking issue) for the last few weeks.... and still receive some of the other channels in the tier... I also noticed I'm missing my movie tier, but still receive Showtime HD.... Then they had the nerve to try to sell me their phone service....

    Looks like I need to swap out the cards?

    This, on top of the TiVo HD macroblocking issue is very frustrating--- I LOVE my TiVo's but I don't have the time or energy to troubleshoot, or wait around for Charter techs who know less than I do about the problem....

    I guess I'll try one more time to get tings working before my 30 day return window closes, and I have to go back to DirecTV...

    I hope this works out-- I'd prefer to stay with TiVo.
  3. Aug 15, 2007 #743 of 1052

    jfh3 New Member

    Apr 15, 2004
    Denver area
    No, if you are getting any channels, there's nothing wrong with the cards. Based on the rep's comment, it certainly sounds like an authorization problem on their end.
  4. Aug 15, 2007 #744 of 1052

    hank12345 New Member

    Sep 27, 2005

    So they can turn off particular channels in the same tier?

    I had the re-hit the card a couple of times last night via online chat with no luck. This morning I called in and "the computers are down, pleas call back in an hour"

    I'll try again.

  5. Aug 15, 2007 #745 of 1052

    hank12345 New Member

    Sep 27, 2005
    Thanks for talking me off the ledge jfh3!

    apparently they did have the wrong info in my account... a very nice CSR named Billie was able to (re)add the tiers and everything seems to be working now....

    Strange that it worked up until now-- I wonder if I will get hit with multiple upgrade fees on my next bill...

    As long as the cable cards aren't going to go wonky every other week, I feel pretty good about waiting out the TiVo HD macroblocking issues...

    Thanks again, and to all who are willing to help on this forum!
  6. Aug 18, 2007 #746 of 1052

    stlbluenote13 New Member

    Sep 15, 2005
    I just had Charter install two cable cards for my Tivo 3 and it works great. However, some CSRs don't know about the Tivo and will tell you that they don't support them for Tivo(that's rubbish). Unfortunately, you just have to keep calling them back until one does. I specified that the tech should know Tivo and the one they sent stated that he installed several in the St. Louis area...
  7. Aug 18, 2007 #747 of 1052

    Toeside Circa Dec 2005

    Feb 14, 2002
    St Louis, MO
    Who was your installer? (I'm assuming you are in STL based on your username.) I can't remember the name of mine, but he did a great job even with only having one under his belt. My install gave him 2 more.

    I think a lot of the success, though, depends on the person on the other end of the Nextel. The installer said the person he had on the other side was "the best" he's worked with.
  8. Aug 20, 2007 #748 of 1052

    marcsorel New Member

    Aug 11, 2007
    Is there a way to request a specific installer? I'm in Saint Louis also, and have had a tech in and out all day. The first time he just left the cards and said they'd be activated. He called me about 30 minutes later to say they were ready and to put them in... I did, and, big surprise, no dice.

    He comes back a couple hours later and this time is on the phone with someone who wants things I've heard of like Host and Card ID #'s, so I'm encouraged, but both my tech and the person on the phone seem very unsure of what to do... after another half hour of this, the person on the phone says one of my cards is showing "pairing failed" and the other is "pair pending" The tech at my apartment took off to do another install, but said that things should be working soon. So far it's been about an hour and I've got nothing. What should I tell him when he comes back? What can I do at this point? Are my cards bad, or just the people?

    Any advice would be appreciated.
  9. Aug 24, 2007 #749 of 1052

    mr_lala New Member

    Aug 19, 2007
    I've finally gotten my cablecard setup working with Charter. What an ordeal.

    I had a tech first show up last Saturday (August 18th). My appointment was for between 1-3 PM... At 3 PM, no tech, so I call up the Charter support line. I'm told the tech is running just a bit behind, but he'll call me within 15 minutes. At 4 PM, no tech, I again call, and again am told that the tech is running behind, and would definitely be at my house by 5 PM. The tech shows up at 7:30.

    He walks to my door with a digital receiver. After an explanation and some confusion, he digs around in the back of his truck and finds a cablecard. Luck shines on me a little-- it's actually a m-card! The tech says he's never done a cablecard install. He doesn't know what a Tivo is.

    Anyway, we slide the cablecard into the TiVo, and sit and look at it like two monkeys for a bit. He says the card is already activated (??), and everything should start working soon. He suggests I call the Charter 800# if it the additional channels don't show up in about 30 minutes. The guy smells like... honestly... like he's rolled around in dog crap, so I tell him OK and let him go.

    Of course, the card wasn't activated (I didn't start researching this whole thing until around this time). I call up the Charter 800# around 8 that night. They apologize, and say the tech should have "burned" something into the cablecard, and they want to send out another tech.

    At this point, I've had it. I tell them I can easily give them the numbers off the screen or whatever they need. They insist a tech must come out. OK, fine. They say they'll have "dispatch" call me that very evening to set up an appointment for the next morning.

    I wait around all night, no call from dispatch. I call the next morning (Sunday), and am told that dispatch would be calling me "sometime today". Of course, no call. I call back again Sunday afternoon around 3 PM, and am told that dispatch was supposed to call me. The rep seems honestly surprised that no one had called me.

    Of course, there are no appointments left for that day. There are no appointments available until the following Friday (today). So, I schedule an appointment for 10-12.

    Today, the tech shows up promptly at 10 AM. It's another tech, and he seems to have a clue. He asks for the Tivo instructions, and mentions he's done a couple of these, and they're always problematic. He's also brought along a couple single stream cards, just in case.

    We plug the card back in, he calls up someone in the office, and gives them the numbers off the card. Nothing happens at first. We reboot the Tivo, and it magically starts working. Hurrah!

    So, put me into the camp of "after a heckuvla lot of trouble, it works" camp.
  10. Aug 24, 2007 #750 of 1052

    rainwater Active Member

    Sep 21, 2004
    This happens because Charter customer service does not know the difference between a cable box and a cablecard. In a way that is a good thing because if you ever want to change your channel package there is usually little trouble because the rep doesn't know the difference. I think their computer system doesn't easily distinguish them so as to not to confuse the reps when they make changes to your account.
  11. Sep 11, 2007 #751 of 1052

    velum New Member

    Sep 7, 2007
    Well just got my HDTivo and had Charter come and install my cable cards. First off the tech was over an hour late and did call me to let me know that he would be running late. When he finally got here he of course had never done a tivo. I gave him the install card and he looked at it for a second and then handed it back to me. He was in such a rush to get out of here that he put both cards in before they had been authorized and called the dispatcher and gave them the info and was gone before I had a chance to make sure everything is working correctly. The card in slot 1 is not authorized and is not working but the card in slot 2 is working and I have all my channels for the most part, some come and go. I tried calling customer support to have them hit my card that was not authorized and they told me that it was authorized just pending-pair and that the card that was working was not paired at all.
    So I asked them to hit it again and they said they did and it is still not working, so I set up tech visit for tomorrow. After reading about some people having luck with the online chat I thought I would try that out and see if they had the right info for my card. So I got into a chat with someone from the video department and gave them the info for the card that was not paired and once again they tell me that that card is paired. I tell them that no it is not because I am looking at the info screen and it says that it is not paired. Then the person just tells me to wait for the tech tomorrow like I don't know what I am talking about. I then ask to have the cards hit again to try one last time to get it to pair and the person tells me they can't because it might destroy the cards and to just wait for the tech. I then ended the chat in disgust and am not looking forward to another tech visit and another afternoon waiting around. Does anyone have any suggestions for what I need to do.
  12. Sep 20, 2007 #752 of 1052

    tbear334 New Member

    Sep 12, 2007
    Purchased my TivoHD on Friday from local Circuit City, and then called local Charter office to setup CableCard install. Asked for a single M-Card or two S-Cards. The phone rep didn't have a clue but put in the notes what I told her to about the M-Card, if they had it locally. Appt set for 10:00 AM on Monday. Hooked Tivo up to my system on Saturday (Extended Basic only) to make sure everything was working and so it could install any software updates over the weekend. I was not home for the install, my (non-techie) partner was, but told him to tell the tech to follow the Tivo instructions exactly. Contractor tech showed up (early) and barely spoke english, and although it took 1 1/2 hours, he left with one M-Card installed and activated. Had to wait on a firmware update, so when I got home, I went through guided setup again and rebooted. Everything working great! I was so happy to send back the craptastic Moto Charter DVR! So I have to say... after reading all the horror stories, I was prepared for the worst, but everything went pretty smoothly even though the techs said this was only the 2nd Tivo (First HD) that they had ever installed CCs. Here's hoping that Charter is getting its act together... here in Montgomery, we actually have a choice between Charter and Knology, and sometimes I think that helps our customer service situation because they know we can switch.
  13. Sep 20, 2007 #753 of 1052

    gdomeier New Member

    Nov 6, 2001
    Sartell, MN USA
    My charter experience started good, but went down hill. The first installer only brought 1 single stream card. That was setup and good to go rather painlessly. The nightmare came trying to get the second installer here.

    When he did finally get here, he had never done a cable card, much less a tivo. I stepped him through using the tivo install guide. When it came time to call the head and and pair the card, he connected with someone who also had never done a cable card. Then after much waiting, his cell phone died. That was after him getting here 2 1/2 hours late for the 1-5 install window.

    I told him him to go. He said his sup would call today. Never did. I called the charter help line last night and tried to explain to the csr what I needed to do. She said all she could do was "hit" the card. No help. I also tried the online chat. Same deal.

    I came home today during lunch (after having to take three, one half days of vacation) and called the charter help line. This time the guy answered charter video, or something like that. I explained what happened, and what I needed to do. He said no problem. He took my cc sn, saw what was wrong. He got on chat with the person who could pair my card. I gave the host and data numbers, and now I am good to go.

    God I hate charter :) Thanks for listening to my vent!
  14. Sep 20, 2007 #754 of 1052

    rainwater Active Member

    Sep 21, 2004
    If you ever have CableCard problems with Charter always ask for the "Video group" when you call. The rest of Charter doesn't even know the difference between a CableCard and a cable box.
  15. Sep 26, 2007 #755 of 1052

    galewis what square pupils?

    Oct 23, 2001
    South Carolina
    FWIW, I had Charter come to install two cable cards in my newly-purchased HD TiVo about 2 weeks ago. (Blow-by-blow here, though it's not really all that relevant to the reason for this post.)

    The installation was going VERY poorly even though I had a Tivo Tech Support on the phone and the installer was in regular contact with his office, too. The upshot of the procedure that worked is this:
    1. as the included instructions say, hook the TiVo up a day or two before the installer's visit and download the latest software
    2. the installer should do whatever usual work he does to get a cable TV signal to the TiVo
    3. make sure that the coax cable is connected to the coax input on the back of the Tivo, not the antenna input (it had been... I wasn't THAT dumb!)
    4. run guided setup without any cable cards in the unit at all
    5. insert the first cable card and authorize
    6. re-run guided setup
    7. insert the second cable card and authorize
    8. re-run guided setup

    He and the TiVo tech had tried just about every other conceivable permutation, and this was the ONLY one that worked. I suggested that both the Charter tech and the Tivo tech make notes in their respective logs of the procedure that worked, but I somehow doubt that they did.

    Anyway, hope this makes the job easier for someone else out there.
  16. Sep 26, 2007 #756 of 1052

    rainwater Active Member

    Sep 21, 2004
    It is not necessary to run guided setup until after the installer leaves. I have had Charter install cablecards in several TiVo HDs. Making the installer wait on guided setup to run twice will only make them want to hurry to leave and that is the last thing you want. Guided setup will not affect the authorization or the testing of the channels.
  17. Oct 1, 2007 #757 of 1052

    MasterCephus New Member

    Jan 2, 2005
    SO I think I have pretty much every HD channel available to me in my area (Birmingham, AL) except for HBO, Cinemax, and Showtime), but does anyone know when Charter is going to get some new HD channels?

    It seems like DirecTv and Comcast gets new channels, and we left in the dust...any ideas?
  18. Oct 2, 2007 #758 of 1052

    spiegelsx4 New Member

    Sep 22, 2007
    So my Series 3 HD has been working great with two Charter cable cards for about six months. Suddenly, Card 1 can only get channels 1-99. The Charter tech on the phone sent something over the wires that did not help and now a technician is coming to visit (fun, fun fun!)
    Does this sound like a bad card or something they might be able to fix? Of course, I asked them to send the technician with a new card just in case and they said they couldn't. (WHY?)
    Then they proceeded to get me to combine my internet, telephone and cable all with them! I told them they haven't proven to me that they can keep my cable working, let alone my internet and telephone!
    If one cable card goes bad, can they leave the slot 2 one alone and just replace slot 1?
  19. Oct 3, 2007 #759 of 1052

    galewis what square pupils?

    Oct 23, 2001
    South Carolina
    I'm no cable expert so I can't explain why this should have worked or why it shouldn't have. But the Charter tech and the TiVo Service Rep both agreed that, for whatever reason, this was the only method that worked. You may believe otherwise -- that's fine. All I care is that my setup is working.
  20. Oct 5, 2007 #760 of 1052

    kentster2 New Member

    Oct 5, 2007
    So I have had Charter out to my house 4 times (5th time will be today) trying to get two S-Card cable cards working in my TiVo HD box. To date they have tried 10 cards and have only got one working. Every time they plug in a card, TiVo reports that is trying to update firmware. The update takes about an hour they then TiVo says it is complete and everything is OK for about 30 seconds to a minute. Then TiVo reports that it has to update the firmware again. The one that worked never needed an upgrade. Has anyone else had this problem? The Charter techs are trying to help but they really don't know anything cable cards. Is there anything I can do to try to help fix this problem? It sounds like it is downloading a firmware update but that firmware update isn't working with TiVo since it immediately trys to update it again. Any ideas?

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