1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Charter & Series 3 Problems

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

  1. Dec 18, 2008 #961 of 1052
    dolphin

    dolphin New Member

    74
    0
    Dec 3, 2007
    Who trains the subcontractors now? It would be the same people. In this scenario, Geek Squad (or similar) would get trained in TiVo-ness by TiVo, and in cable by the same subcontractor trainers. The difference here is that you'd have someone who is on your side when something doesn't work, rather than throwing up their hands and blaming the hardware. Plus, hopefully, the person would have more of a "TiVo culture".
     
  2. Dec 21, 2008 #962 of 1052
    mgchan

    mgchan New Member

    7
    0
    Dec 4, 2005
    Just picked up a TiVo HD, and called Charter for a Cable Card appointment. The woman sounded decently knowledgeable about the cards, though she did assume it was for a TV, and I didn't bother getting into it with her about it being a TiVo. I'm crossing my fingers that the tech will install it - I've printed out the TiVo instructions and will have my computer open to this site as well as the TiVo site when he arrives.
     
  3. Dec 24, 2008 #963 of 1052
    mgchan

    mgchan New Member

    7
    0
    Dec 4, 2005
    Well, no luck. Guy came and tried 2 M cards that he couldn't get paired, and 2 S cards one of which said it had to update the firmware. Of course he didn't want to wait up to an hour for it to update. Ended up re-scheduling for Saturday, we'll see if it makes any difference. Wish he could leave a card and let me try to pair it but of course he wouldn't do that.

    Wouldn't be such a big deal if I could figure out a way to access even the unencrypted HD channels. I can watch them on my TV without the cable box.
     
  4. Dec 24, 2008 #964 of 1052
    pops_porter

    pops_porter New Member

    125
    0
    Sep 26, 2005
    Minnesota
    Sounds like you are par for the course when it comes to how many visits it takes Charter to get it right. I took two appointments and they got it to work. In my area it sounds like there is 1 guy that knows how to do cablecard pairings. When he came on the second visit, he used the cablescards I had from the first Charter visit and had them working in 10 minuts. Good luck!
     
  5. Dec 24, 2008 #965 of 1052
    mgchan

    mgchan New Member

    7
    0
    Dec 4, 2005
    Yeah, I wasn't expecting much. The guy tried to call someone else to come help but I guess they were off today. He did get a hold of someone else who said they were having a lot of broken Cable Cards. I think either a) they are just consistently not doing it right, or b) they have cards that have old firmware and just keep trying to use the same broken ones.

    If the next guy can't do it, I'll try to talk him into leaving the card with me (they would leave it here if it worked, wouldn't they?). I feel like he just put the cards in, called for the signal, and when it didn't work he just gave up. I'm pretty sure I saw some errors on the main cable card info screen, which he just ignored.

    I did upgrade the hard drive - this shouldn't affect the Cable Card pairing, right?
     
  6. Dec 28, 2008 #966 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    Hi all,

    I have 2 series 3's, with 4 single stream cards total (2 in each). Charter bills me $8/month for all 4.

    I thought I'd check in here to see what others have found before I braved the ignorance and runaround that Charter Customer service will give me.

    If Multistream cards are available then I can hopefully get that 8$ cut down to 4$

    Anyone have any luck using both tuners with only one CalbeCARD?

    -Kyle
     
  7. Dec 28, 2008 #967 of 1052
    TromboneKenny

    TromboneKenny Focused, yet blurry

    44
    0
    Mar 28, 2003
    Champaign, IL
    One of the differences between the S3 and the HD is M-Card support. The S3s don't have it (or at least they don't support the multi-stream functionality). Even if Charter in your area has M-Cards, you'll need two to get dual tuner functionality in the S3.
     
  8. Dec 28, 2008 #968 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    Really? I've been away from TCF for a while, so I hadn't heard that before.
    Is there more info or discussion about that here somewhere?

    I ask because I remember that Mcard support was one of the things Tivo promised about the S3 right from the beginning. I'll be pretty disappointed if that runs out to be vaporware.

    -Kyle
     
  9. Jan 6, 2009 #969 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    Saying they'll be converting to SDV in Febuary, and I should call to get my Tuning adapter.

    The tuning adapter is a free monthly lease - at least for the first one, we'll have to see what happenns when I tell them I have 2 Tivo's.

    Interestingly enough, they say if I don't get the tuning adapter, they'll stop changing me for the CableCARDs I have, since they realize they'll be useless.

    Over all I was pleasantly surprised at their pro-activeness, and how they passed on the chance to bilk me for yet more money.

    -Kyle
     
  10. Jan 6, 2009 #970 of 1052
    shrike4242

    shrike4242 Member

    276
    0
    Nov 30, 2006
    Saint Louis, MO
    Thanks for the info about them going to SDV. I'm calling them now and see if that's in my area as well. If so, I'm curious to hear what they have to say for the five tuning adapters I'll need for the current two HD Tivo's I have, and the three others I'm going to get over the course of the next month.

    Just got off the phone with Charter, and they say it's a pilot program in MA and CT to start with in February. Though, through the course of 2009, they're going to be rolling it out to the rest of the country.

    Like you said above, when this happens, they'll be mailing customers with CableCards a notice 30 days in advance letting them know of the change, and that they'll need to pick up their tuning adapters for each Tivo they have. There wasn't any pricing listed for the tuning adapters, though they're guessing that it should be priced like CableCards, not like cable boxes.
     
  11. Jan 6, 2009 #971 of 1052
    kjmcdonald

    kjmcdonald New Member

    310
    0
    Sep 8, 2003
    Boston, MA
    Yeah. I was going to ask where you were, before you edited the post.
    I probably should have mentioned that they siad "in your area" (I'm in MA) in the letter. - Sorry - Didn't mean to get anyone's hopes up.

    -Kyle
     
  12. Jan 7, 2009 #972 of 1052
    shrike4242

    shrike4242 Member

    276
    0
    Nov 30, 2006
    Saint Louis, MO
    Sorry, forgot to put my location in my profile. Fixed that now. I'm in the Saint Louis, MO area, home of Charter.

    I'm surprised they're not rolling it out here in their backyard first, and then to other parts of the country.

    I wasn't getting my hopes up with the SDV news, though I'd rather make the jump to SDV with tuning adapters and not have to deal with CableCards and the $30 required truck roll for the install on them for a short period of time.
     
  13. Jan 7, 2009 #973 of 1052
    hank12345

    hank12345 New Member

    91
    0
    Sep 27, 2005
    According to the letter I received, both the tuning adapter and truck roll is free... I am scheduled for the tuning adapter install this Saturday.... We will see what happens...
     
  14. Jan 7, 2009 #974 of 1052
    shrike4242

    shrike4242 Member

    276
    0
    Nov 30, 2006
    Saint Louis, MO
    Good luck with that. I hope it'll be painless.

    From the rep I spoke with, she indicated that the tuning adapter shouldn't need a truck roll, and that it would be a cable-box like setup, where they have to hit the tuning adapter from their side to enable/activate it, or put in the SN from the tuning adapter to make it live.
     
  15. Jan 8, 2009 #975 of 1052
    wgary

    wgary New Member

    167
    0
    Nov 22, 2003
    Ummm, just a reality check here. We are talking about CHARTER COMMUNICATIONS, right? But one can always hope.
     
  16. Jan 9, 2009 #976 of 1052
    hank12345

    hank12345 New Member

    91
    0
    Sep 27, 2005
    Heh... I know.. but for some reason they seem to be on top of this one.... They have "Partnered" with Tivo to identify folks with both Charter and Tivo, fee install and tuning adapter...

    I'm willing to bet it will all go south tomorrow, when/if the installer shows up, but we will see...

    Charter's prices are killing me right now-- the only thing keeping me is my love for Tivo... If this SDV switchover is as big of a disaster as I fear it will be, I'll start looking at Direct TV and Dish Network.... I'll keep basic service and internet, and keep the Tivo running i guess....
     
  17. Jan 10, 2009 #977 of 1052
    hank12345

    hank12345 New Member

    91
    0
    Sep 27, 2005
    OK-- so not so bad... the guy came, said I was his fourth today, 1 worked 2 did not... He asked if I wanted to reschedule, as the tuning Adapter "is a disaster"

    I asked him to give it a try, he agreed, and after about an hour it was up and running.

    First we attached the cable to the adapter, then from adapter to the Tivo, then the usb cable. plugged it the power, and the thing starts a green light blinking 8 times, pauses then 8 times again.

    the guy claims this is good-- any other color or combo means it would not work...

    He calls it into Charter, reads the numbers off the back of the box, and they "Hit" it.

    I navigated to the "tuning adapter" page under settings on the Tivo, to see if anything would happen...

    He hangs up and we wait.... after a couple of min. the thing shuts itself off... He turned it back on, and we had a solid green light... and a crapload of info pops up on the "tuning adapter" page on the screen...

    As far as I can tell everything is working as expected-- We'll see what happens when they actually switch to SDV...

    The guy told me that the first he even head about the tuning adapter was Wednesday, and that they received NO training on how to install them.

    He said a bunch of guys were installing the adapters, and then taking the cable cards with them--- thinking it was a cable card replacement!
     
  18. Jan 17, 2009 #978 of 1052
    Jove

    Jove New Member

    1
    0
    Jan 15, 2009
    Michigan
    Charter came out and installed the M series Cable Card, which was a success, but my HD Fox Chanel is coming in on the HB PBS channel and was told that the channel map on the card is outdated and it may take several months before the company Charter goes through updates the list.
     
  19. Jan 17, 2009 #979 of 1052
    rainwater

    rainwater Active Member

    7,057
    1
    Sep 21, 2004
    They are giving you the wrong information. Channel map updates should happen at the same time they are updated on their own converter boxes.
     
  20. Jan 19, 2009 #980 of 1052
    Luckyp79

    Luckyp79 New Member

    37
    0
    Jan 18, 2009
    Sartell, MN
    Well I would like to share my experience so far dealing with Charter.
    1. Thursday
      I call Charter in advance to see what I need to do. I am told to go to the local office and pick up my cable cards and come home and give them a call to activate the card.
    2. Friday
      I take the day off to get this stuff done.
      I buy my Tivo HD. I go to the local office to pick up my cable card. Sorry that is not our policy at Charter they tell me. Sorry that is what I was told on the phone I want my card I tell them. I schedule an appointment for Tuesday. On my way home I call Charter again. I ask about the cards and I am told the same thing. Go to the office pick them up and give the techs a call to activate my card. I ask are you 100% sure I can do this. I am told that I can not. Yes 100% sure you can do this.
      I go and demand that I get my card because I have now been told by two Charter techs that I can pick them up. After a 15 min wait at the office for the lady to come back with the card she attempts to increase my cable bill I bet about 5 times. She told me what she was trying to do but the computer would not let her.

      Activate my Tivo install the card call Charter to activate. I am not receiving my digital channels and most of my HD programing. I call Tivo for assistance thinking that maybe my account is not activated yet. It is and they double check my settings and figure out that the card is not paired. Call Charter to have the card paired. They say they do it even though the settings on the Tivo still tel me to call the cable company.
    3. Saturday
      I call Charter again to have the card paired. At this point the lady tells me that I am not supposed to have the cards and that I need to have a tech come out and install the cards along with a tuning adapter. She schedules the appointment and I get disconnected from the line.
    4. Sunday
      I call Charter to find out what time the appointment is. Monday between 10-noon. Ok
    5. Monday
      My wife takes the day off for this to get done.
      The tech rolls up walks in the house. 15 mins later he leaves doing nothing telling my wife that he has no idea what to do. It looks right to him.

      I call Charter to tell them my frustration that they send me a tech and he wastes our time by doing nothing and not calling someone on the staff that might know what to do. I am told to walk into my local office and pick up a tuning adapter. I tell the guy that its not their policy to hand that stuff over the counter but if he can call my local office (we are not aloud to do that here) and tell hat that it is ok for me to pick it up I will. He says they only have fax lines at my local office. So I ask if he could fax something saying that its ok for me to pick this up. He puts me on hold as he gets a supervisor. She tells me that I do not need the tuning adapter in Minnesota. Ok no big deal. So I ask her that can we do about getting my cable to work. I tell her that all I need is to get my card paired or bound to my slot on my Tivo. She asked me if I had access to some number ( I forgot what she said) I said no I am at work but would be glad to call when I get home at 5. She credits me $20 (or so she says) for all of the miss communication and says that when I call in later to ask for a supervisor to do this for me. She also told me that she would make a note on the account to transfer me to a supervisor right away.

      I am thinking all is going to be fixed when I get home.

      I call in I hit 1 for English (should be default in the USA) I enter my phone number I hit 3 for tech support then I press 2 for cable tv support. I get someone and ask for a supervisor. I start getting a run around of oh maybe I can help you. I say no I was told today to talk to a supervisor and that it would be noted on my account to be transferred to one right away.
      I was calm at this point still thinking that I am going to finally get my cable that I am paying for back.
      She tells me that she is as close to a supervisor that I am going to get and that she is a member of the escalation department.


      That statement is the one that set me off. All I have been doing this weekend is what I have been told to do by charter employees. I tell her this along with some other choice words and go on how incompetent and misleading their employees have been through this process and I just want my cable back. I tell her that the tech that came today did nothing but look at my box and walk out the door. Never tried to resolve the issue and that I want someone to come back tonight because I have now missed two days of work for their mistakes not mine and bla bla bla. She never did do a good job at settling me down either. so their escalation department sucks as well.

      She said that the earliest they could be out here was Tuesday 10-noon. I tell her no one will be home after 11. She said then she had a Wednesday at a later time. I told her no one will be home. She then wanted to send someone out on Saturday. I said no you had a guy out here today and he did not try to fix my problem I want my cable now. I told her Tuesday between 10-11 she said that will not work. I said make it happen. You guys are supposed to be so convenient then you can work around my schedule if I have to work around yours.

    So anyway if the guy is not here by 1030 then I am leaving work and coming home so my wife can go to work.

    So that is my story so far. maybe I will update tomorrow.
     

Share This Page