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Charter & Series 3 Problems

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

  1. rainwater

    rainwater Active Member

    7,057
    1
    Sep 21, 2004
    Re-running guided setup will not make a difference. Never do it with a tech there as they will surely want to leave. Just use the test channels feature in the settings to see if the channels are coming in on the correct channels. I live in the same area and the channels updated a midnight the day Charter said they would. Have you tried having Charter install a cablebox and see if you get the same channels as your TiVo? I assume they have tried switching out cablecards? If the cable box gets the correct channels and your TiVo doesn't, then the issue is at the headend.
     
  2. Rickvz

    Rickvz TiVoholic

    261
    0
    Sep 5, 2000
    Greenville,...
    The Moxi box the tech brought out is receiving all of the channels correctly and the tech has tried three cablecards. The problem is the same with each, the channels are coming in on the old channel numbers. None of the new channels are being received and the diagnostics show that no signal is being received on the new channels. The person at the headend who tried to activate the card was the same one that was able to set up the card when I bought the Tivo a couple of years ago. It took three tech visits back then to get it working but I have never received any new channels they added since then.

    Any decent chance that there could be a problem in the TiVo hardware? Perhaps in the cablecard connection?
     
  3. rbendorf

    rbendorf New Member

    17
    1
    Dec 10, 2008
    I got a new Tivo HD last week and contacted Charter to bring out an M-Card. On 16 Sept the tech arrived w/card and began the installation. At the time I had most channels and was told within a matter of hour the whole system should be up an running. On the 18th I still did not have about 30+ channels and call tech spt. agian. They sent out another tech with an new M-Card. I was told at that time that it would take 72 hours to get everything up and running. Yesterday I called tech spt. again and had them sent a reset (hit), which brought up most channels, but 196 (BBC America) was missing. Today a tech stopped by for the3rd try. After calling into another Sr. Tech they finally ascertained that the M-Card info was improperly inputted to the main system. After updating the main system with the proper info (on the Charter pop up screen), I now have BBC America. So it was not the Tivo, nor was it the M-Card, but Charter improperly set up the system at their end and that caused the problem. I hope the tech I had here today documents the problem, because it may save a lot of other customers many head aches.
     
  4. rainwater

    rainwater Active Member

    7,057
    1
    Sep 21, 2004
    Yeah, and telling you it may take 72 hours is a bunch of BS. If it doesn't authorize the channels within 5 minutes it will not magically work after that. The only issue I have seen with taking a long time is if the person at Charter who authorizes the card doesn't close out their screen. It doesn't seem to take affect until then. Mapping errors like yours are rare. In general CableCards are mapped the same as cable boxes.
     
  5. Nov 9, 2009 #1025 of 1052
    swing56

    swing56 New Member

    1
    0
    Nov 9, 2009

    i called charter myself,i live in azusa the installer came out to hook up internet and a hd/pvr unit,got talking to him and he has a side thing going on with sevice and installs,he specializes in tivo sales and sevice,call him upcompany is moble works>323 697-0334,let me know the out come
     
  6. mlcarson

    mlcarson Member

    161
    1
    Dec 30, 2007
    Lompoc,CA
    Here's my experience so far. I had an appointment between 1:00-3:00pm on Christmas eve. A contractor for Charter arrived with a single cable card and told me that it wouldn't work right at the door since none of the installations have worked in the past 6 weeks. Apparently this was their only cable card and it hadn't been programmed properly.

    The TivoHD was ready for installation with complete guide data and the latest software version. He plugged the card in, read the Host Id, Data, and card S/N to the dispatcher. It was recognized as an M-series card and had the following status:

    Con: Yes; EBCP: Yes Val: V 0x01
    Auth: MP CCI: 0x00 ? Epoch: 0x00

    I assume the above means that the card is validated but not authorized.

    The OOB channel was working. It had signal lock, a SNR of 23dB, and was able to receive a channel list. Message and VCT Record counters are increasing.

    The card revisions were:
    FW 02.26, -.-, 03.25
    HW 0469927002
    Firmware version: 0613

    Diagnostics showed
    Signal strength: 87-93
    SNR: 35dB
    Signal Lock: Y
    Prog Lock: Y

    The problem is that only unencrypted channels are coming in and the analog channels between 2-14. Not even the unencrypted analog channels from 15-69 were working. The unencrypted network HD channels were working however.

    Is this really a card issue? Or is it just that somebody at the head office has something entered wrong? The provisioning people read the numbers back so they should be verified. The contractor left us with fewer channels than we had without the cable card.

    We rescheduled an appoint on 12/26 but when they called to confirm they said they had no additional cards so we postponed the appointment until Monday 12/28 when they said more cards would be available.

    I'm not a Tivo expert but have been through the whole process with Comcast multiple times. This seems more like a database issue than a bad card. Anybody in the know have any insights? I'm kind of suspecting tomorrow's appointment will either be a no-show or another contractor who doesn't know anything about cable cards or Tivo.
     
  7. Grumock

    Grumock New Member

    412
    0
    Dec 16, 2008
    Nowhere...
    Honestly it sounds as if they do not have the right services associated to your card. It's "Possible" that it is the card itself but i am willing to bet that there are no services on the card in the billing system.
     
  8. mlcarson

    mlcarson Member

    161
    1
    Dec 30, 2007
    Lompoc,CA
    I just called their Canadian call center and had the numbers verified again and had them send any possible initialization/reset that they could. It made no difference. I think you're right about the services. I'm getting BASIC. Any channels on the BASIC tier are coming in regardless of their channel number. Nothing at any higher tier is coming in with the exception of HSN and CSPAN and I suspect they're probably supposed to be on BASIC rather than Expanded Basic.

    Called the call center again -- they say the billing record appears to be associated correctly to the card so I guess there's no quick solution before tomorrow's service call.

     
  9. mlcarson

    mlcarson Member

    161
    1
    Dec 30, 2007
    Lompoc,CA
    Update

    My appointment for today was for between 1-3pm and nobody showed. I called the call center and they tried to get a hold of the tech but also said that I had another appointment scheduled for 9-11am tomorrow that nobody in the house made. The call center eventually got a hold of a tech who said he could make it out after 4pm which turned out to be 5pm. While I had the call center on the line I figured I'd try one more time to get them to send a cold initialization to the card. The call center said they sent a reset/refresh and I explained that it wasn't the same and for them to look further into their system for this and that it would probably be restricted. The guy found it and obtained the capability to send it. The card started working about 45 seconds later.

    Apparently Charter in this area sends their cards to a larger office in the area for pre-initialization so they don't have to deal with it in the field. Both the call center guy and the tech supposedly had never heard of the option to send a cold initialization to the card. I just find it hard to believe that they could actually do their jobs without this knowledge. How is an ordinary customer with a Tivo cable card install ever supposed to get it to work?

    What's also kind of frustrating is that the tech who came out after I got it working told me that the previous tech who came out on 12/24 should have had extra cards because they were available. The followup call that was canceled on 12/26 because of lack of cards was also BS -- the tech pulled 1 out of his pocket and said they had been available before 12/24 and he had one from the weekend because he was on-call. So, cards and techs were available and the call center had the ability to fix it from the start by sending the right signal.

    And as expected, I was fed BS by the dispatch people who said that there was no way I would get the expanded basic (digital/HD) channels without paying an additional fee for digital/HD on top of the cablecard. Any extra fees were for their receivers and the expanded basic service covered all variants of it.

    So for the time being I'm out of Charter cable card hell. It's just a shame that customers cannot be given the correct numbers to call and simply pick up the cards themselves since the tech obviously doesn't add anything positive to the process and costs additional money. Or even better -- add the capability to the website.
     
  10. swinca

    swinca Menace to society

    2,279
    0
    Jun 19, 2003
    Jaw-ja y'all
    This is exactly why I don't have cable. Charter is the cable company in my area and I refuse to deal with them. I would love to have Tivo HD, but as long as I live in Charter territory I'll stick with the Dish.
     
  11. rainwater

    rainwater Active Member

    7,057
    1
    Sep 21, 2004
    The issue with cablecards only happens on install. Rarely do people have issues with cablecards once they are setup correctly. I've had about 10 cablecards installed over the last few years. Only one of those installs went bad. Other than that, I have not had a single issue with Charter through my TiVos for the last few years.
     
  12. Jan 8, 2010 #1032 of 1052
    dalawson

    dalawson New Member

    10
    0
    Jan 8, 2010
    Rochester, MN
    I had my first experience with Charter and cable cards yesterday. A tech was scheduled to come out between 10 and noon. He actually showed up early and started working at 9am! He came with two Mcards and installed both of them in the tivo HD and then called someone and gave them the host ID and data numbers. It looked like everything was going to be quick and painless. But then he tried channel 788 (Fox HD) and everything was pixelated. So he tried channel 8 (analog Fox) and it was also pixelated. Every channel he tried was pixelated.

    The tech told me that it was probably a bad tivo but said he would try two new cable cards. He went back to the warehouse and came back 15 min later with two new Mcards and they both had the same result. He again blamed the tivo and said that he would leave the cable cards behind so I could use them in the new tivo when I received it in the mail.

    When the tech left, so I started to look through the cable card menus and saw in the network settings that the cable cards was "wait sync" and the number of messages received was not going up. So it looks like the cards were not configured correctly at the headend.

    So I called charter support and they said a more experienced tech will be contacting me in the next 24-48 hours (24 hours has now passed). If the windchill wasn't -15 and there wasn't 2-3 ft of snow on the ground, I'd be up on the roof installing an antenna, but that's going to have to wait until everything thaws around here.
     
  13. Jan 8, 2010 #1033 of 1052
    rainwater

    rainwater Active Member

    7,057
    1
    Sep 21, 2004
    Why do you have two m-cards in a TiVo HD? That could cause problems and will only cost you more per month.
     
  14. Jan 8, 2010 #1034 of 1052
    dalawson

    dalawson New Member

    10
    0
    Jan 8, 2010
    Rochester, MN
    I asked the same thing and the tech said it is charter's policy to always install two Mcards. It's probably in case one is bad, then they have a backup. But the tivo HD says that since the card in slot 1 is an Mcard, the card in slot 2 will be disabled. And they only charge me for one cable card ($2).

    Edit: I was reading some earlier posts in this thread and I saw that some people weren't able to get the cable cards to work in the tivo until after they removed the charter dvr from their account. I still have a moxi box connected to another tv, could this cause a problem?

    Edit #2: You really have to keep charter honest. I did not receive a call yet from Charter so I called them and asked if I could be refunded for the service call yesterday since the cableCard doesn't work and the more experienced tech never contacted me. So I was transferred to level 2 support who saw a note on my account to have someone contact me, but the form was never submitted to dispatch. So now my order has been submitted and the agent escalated the request so I am tentatively scheduled for Mon (1/11), but hopefully should receive a call today or tomorrow from dispatch to schedule the appointment.
     
  15. Jan 8, 2010 #1035 of 1052
    SJPstl

    SJPstl New Member

    56
    0
    Mar 27, 2005
    I had Charter out on Monday to install cable cards in a brand new TiVo HD. I was dreading it but it actually worked out fine. They were on time and the cards worked.

    The tech admitted that they don't work with the cards very much and he seemed to have never worked with a TiVo at all.

    After he put the cards in and wrote down all the numbers, he went back out to his van to enter the numbers on his laptop and call in. While he was doing that, I started fiddling around with the TiVo and determined that I now had all my channels. He came back in thinking he was missing a particular number and wanted to pull the cards and start over. I convinced him that everything appeared fine and he left.

    To my great surprise and relief, the whole thing lasted maybe 30-45 minutes.
     
  16. keyzone72

    keyzone72 New Member

    50
    0
    Oct 15, 2007
    Los Angeles, CA
    Hi everyone,

    I live in Whittier, CA (located in southern California), and Charter is my cable company. I have three Tivo Series 3 HD DVR's with 2 cable cards in each unit. All the channels in my package used to work just fine. In the late summer, I received a letter from Charter informing me that a tuining adapter would need to be installed later in 2009 in order to keep receiving my channels, as well as to be prepared for upcoming new channels. Then in November, some of my channels no longer came through. Some were in standard definaition, some were in HD.

    To cut to the chase, the cable cards and tuning adapters are installed and activated, but more channels aren't working. According to Charter, the cards are activated as well as the tuning adapters. According to Tivo, the Tivo Series 3 is working.

    The technician that came out said that they had tried getting a tuning adapter to work with another Charter customer who also used cable cards and a Tivo Series 3, but that they couldn't get it to work. But they did say that the same customer also had a new generation Tivo (probably a TIVO HD or Tivo HD XL) that only uses one cable card and that they were able to get the tuning adapter working with that Tivo. Accoring to Tivo, the series 3 is 100% compatible with tuning adapters and cable cards.

    Since this visit over 2 weeks ago, I still have missing channels. The Tivo's see the tuning adapters and the green light on the front of the tuning adapters stay lit in green. Apparently, this is supposed to mean the tuning adapters are activated and working. If any of you have any suggestions or help, please let me know.

    Thanks.

    Robert
     
  17. mfigard

    mfigard New Member

    1
    0
    Jan 11, 2010
    Grand Rapids, Michigan

    Just moved in our new house and got the works from Charter. Internet, cable, phone.

    The installer came out hooked up the phone and internet with no problems.

    CableCard installation appeared to go smoothly in that the MCard was accepted and the Charter Tech on the phone could see it.

    We checked the channels and I only had 1-20. Everything above 20 was gray. I told the installer that it looked like the card wasn't configure properly. He talked to the tech on the phone and confirmed that I had all access right that I was supposed to. They "reset" the card and we restarted the TIVO. Still nothing. They decided that the card just needed to download its information. I am an Electrical Engineer and that just didn't sound right to me. It should either work or not work. The installer and tech messed around with it for about half an hour and the installer said to give it some time.

    I gave it until that night. Still no channels. I found this great forum and read a bit. Next, I called Charter and asked them if they were using Switched Digital Video. I might as well have asked if they could explain Einstein's Theory of Relativity. I got no where. I mentioned the possibility of needing a tuning adapter. They didn't know what that was but said they would send a tech out with a digital box and if this tech could fix it.

    When the installer and the box showed up, I knew it wasn't what I needed since it was a Motorola digital tuner and there was no USB input for the TIVO to talk to. I told the tech this, but he decided he wanted to mess around with it. 45 minutes later, I told him that I would do some research and see what I could figure out. He left the box so we could have all of our channels until I figured out the problem.

    I came back to this forum, saw the words "cold initialization". I called Charter, told the tech I need a "cold initialization" of my CableCard. He was skeptical, but did it anyway. We rebooted the TIVO and sure enough I had all my channels.

    Tell them you need a "Cold Initialization" as one of the first things you do. My area obviously hasn't migrated to SDV so I look forward to pain again when that happens.
     
  18. rallykeeper

    rallykeeper New Member

    18
    0
    Oct 30, 2009
    Southern...
    Robert:

    There's a whole thread on Charter in Southern California with the exact same set of problems. We've all been having this issue. It would be interesting to know whether this issue is true for every one of your CableCards on the same TiVo. (I personally have one CableCard on each of my two TiVo Series 3's working).

    Maybe everyone could also start posting which channels are missing to see if there's any commonality. (My missing channels actually changed recently to a different set).

    Of course, in my own neighborhood in Pasadena, the cable has been out for over 36 hours, so I can't even test which channels are working.

    Tech is coming for his 4th visit this Saturday.

    Gotta love Charter!

    (I've had a TiVo for close to 10 years, but the Tuning Adapter fiasco and Charter, has made me seriously question whether I can put up with this for much longer. If only DirecTV and TiVo would finish up on their new box!)


     
  19. keyzone72

    keyzone72 New Member

    50
    0
    Oct 15, 2007
    Los Angeles, CA
     
  20. dalawson

    dalawson New Member

    10
    0
    Jan 8, 2010
    Rochester, MN
    After 7 cableCards failed, I called back Tivo and they kept telling me my signal was too strong and that was the problem. I put in a 4-way splitter to knock down the signal and still had the problems. The third Tivo agent allowed an exchange. Got the new Tivo yesterday and had the 4th charter tech out to the house and when he first plugged in the cable card it still didn't work (but no pixelation)! So he called back to verify the numbers and poof it worked! It took two weeks, but I finally have my digital channels!

    Turns out charter was right all along though, it was a defective Tivo and Tivo kept blaming charter.
     

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