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Charter & Series 3 Problems

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

  1. Sep 23, 2006 #161 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    It seems like, for now, they have chosen not to support it despite the FCC mandate. I hope it won't take a class-action suit to get them to straighten out their act.
     
  2. Sep 23, 2006 #162 of 1052
    Horrortaxi

    Horrortaxi Conspiracy Theorist

    48
    0
    Sep 19, 2006
    Burbank, CA
    Yeah, it does sound reasonable that if demand goes up that they'll have less--especially with the apparently horrendous out-of-the-box failure rate of CableCARDS. If people are grabbing them 2 at a time for new Tivos then that's a lot of lost revenue for the cable company on their own PVRs though--and I'll bet that they'll go to great lengths to keep that from happening. They have to provide CableCARDs, but they don't have to make it easy or fun for the customer to get them.

    I'm going to try a channel scan. I forgot just how bad channels 2-99 suck.

    I've also sent emails off to various departments at Charter asking why they're trying to charge me $4.50 for something that doesn't exist (HD CableCARD). Their phone and chat people just tell me that I'm misinformed. All the people watching HD with $1.50 a month cards say otherwise.

    Anyway, my fingers are re-crossed for 9/28 between 3 and 5.
     
  3. Sep 23, 2006 #163 of 1052
    2big4burb

    2big4burb New Member

    4
    0
    Sep 23, 2006
    I'm in southern california and I've had the same experience with Charter so far.

    Charter: "We don't put cards in Tivo boxes"
    Me: "Did I say tivo box? I meant tv with two slots, see you Friday"

    But now I'm worried about what cards they will bring. Somebody posted here that the correct card configuration is: "CableLabs approved list for model number TCD648250B"

    Questions:
    Is this the correct card for S3?
    Is this charter's default card that they are bringing anyway?

    Thanks
     
  4. Sep 23, 2006 #164 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    Well, the installation of my Tivo Series 3 was very simple - just followed the setup instructions and called to activate it (I transferred my lifetime service to the new Series 3). Yes, I was one of the lucky ones who got lifetime service while it was still available. :rolleyes:

    But then, the trouble began. Charter Communications is my cable provider and in my experience they have terrible customer service. First, I was given a 8-12 time window for someone to show up, and no one ever did (strike one). Then I called tech support and got routed to a call center in the Phillipines. The rep there had no way to get in touch with the technician because she said her communication link was down, and to call back later (strike two). :thumbsdown:

    Finally, at 4:00pm the service technician had arrived. I had made so many phone calls (finally getting in touch with the local service dispatcher - but I'm still not sure how), that both the installer AND the technical supervirsor came to visit. They had the cards, but they had no idea that there were DVR's with cable card slots. They were completely dumbfounded by my S3. They had installed them in TV's before but never DVR's. So I explained to them how it worked, assuring them that, yes indeed, my DVR did accept two cards. :confused:

    I walked them through the Tivo screens after the cards were inserted and they got the Host ID numbers give to Charter in order to activate them. After about a 20 minute phone call between them an Charter (on my phone), the cards were recognized and started to "work". But I can only get non-premium channels. I can get all normal "broadcast" channels, plus their HD versions, such as PBSHD, NBCHD, etc., but no Showtime, no Discovery HD and no Comedy Central! These channels are all part of my current subscription package, and work fine over my regular cable box supplied by Charter. :mad:

    After a lot of back and forth on the phone, they determined that the Charter equipment was not working properly with the cable cards. They said they would be back tomorrow with new cards, and they would work to solve the problem until it was resolved

    Without being an expert, I don't see how new cards would fix the problem, especially since they admitted that the problem was with the Charter system. But I'll play along until they get it fixed.

    Well, now it's tomorrow and I just got a call from Charter saying that the technician had called in sick and would not be able to make it today, and they rescheduled it for tomorrow. :mad:

    I'm trying not to be too upset about it, but Charter has one unhappy customer right now. Let's hope they don't reach strike three.

    I'd be very interested to hear from other Charter subscribers who are trying to set up their S3. Send me a note or post and let me know how it goes.
     
  5. Sep 23, 2006 #165 of 1052
    Sepia

    Sepia TiVo Special Member

    130
    0
    Jan 5, 2002
    Los Angeles
    What city/state are you in? Here in the Los Angeles area, it was absolutely painless to install the two cards with the only minor glitch being that the "test channels" only showed one or two channels, but once I completed guided setup, all the channels were working including HBO-HD, Discovery-HD etc...

    More often then not, these types of problems are usually a misprogramming on their end.
     
  6. Sep 23, 2006 #166 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    I'm in Altadena (upper Pasadena). I hope it is just a matter of "re-programming" their cards, although the tech manager who visited me claimed to know nothing about what Charter does to the cards.

    I'm hoping he does his homework and comes back with the right ones!

    BTW, non-premium "basic" HD is coming in fine now. In fact, right now I'm replaying a S3-recorded HD documentary by Robert X. Cringely about digital TV, and it looks awesome!. Unfortunately, the show is dated 1998...
     
  7. Sep 23, 2006 #167 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    I don't know Sepia because when Charter came to install on my Tivo, I got the same thing as Hi-Bred. I could only get the basic cable channels and none of the premium package that we've had for so long. The Charter person on the phone said it was due to the cards and that I had to get new ones so I scheduled another appointment for next Wednesday. Looking forward to getting this thing fixed once and for all. The pictures on the HD versions of broadcast channels look great! :) I cannot wait to start recording those instead of the regular ones.
     
  8. Sep 23, 2006 #168 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Hey tux, glad to see that you were able to get the appointment without any hassles this time around. Yeah, sometimes, Charter can be a real pain in the behind. :p Also interesting to see that they say they do support the S3s. That is wonderful to hear, but still does not explain why so many people here are experiencing CC problems wtih their units. :( I think I'm going to do the feedback form so that TiVo can get Charter up and running. :rolleyes:

    Good luck on your install!!! :D
     
  9. Sep 23, 2006 #169 of 1052
    StefanB

    StefanB New Member

    3
    0
    Sep 23, 2006
    Hi All,

    I got my CableCards installed in my Series 3 yesterday. Went pretty smoothly, did a firmware upgrade and all seemed to be working.

    Now a day on both cards are showing 'Waiting for CP Auth' and while I get some HD channels (HBO, Showtime) others are not working (TNTHD, UniversalHD).

    I've spent 2 hours on the phone with Charter and they don't seem to be able to fix this issue. I've scheduled a tech visit for Tuesday so we'll see.

    Any ideas?

    Thanks!

    Stefan
     
  10. Sep 23, 2006 #170 of 1052
    ThePlungerMan

    ThePlungerMan New Member

    88
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    Sep 13, 2006
    So.Ca
  11. Sep 23, 2006 #171 of 1052
    dominovm

    dominovm New Member

    4
    0
    Jan 18, 2005
    Wooo! Success...Well only half way. I just had my third Charter visit and after an hour and a half we got one card completely working, and figured out why the first five card installs didn't work. Apparently when Charter gets the cards in they have to do two things, program the cards and activate them to work with their system. The cards were programmed, but not activated to work with the Charter system (none of the countless people at charter seemed to notice this or even know what the tech was talking about when he mentioned this...A supervisor in the warehouse was the person who finally figured this out). When the new card was installed, it only took about ten minutes to start working.
    After we got the card working we installed the "bad" cards to see if there was a difference. It turns out that under the "SA CableCard CP Screen" under "PowerKey status" all the bad cards say "Ready: waiting for EMC". The working card just says "Ready". It says this even before it was activated by the cable company. Cable company is bringing me another card later on today. I don't know if this helps anyone but I thought I'd share.

    By the way...All the bad cards (even though they were from three different visits) were all the same bin. The working card was an older card from a different bin.
     
  12. Sep 23, 2006 #172 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Nope, I just checked the CP screen for both cards and they all say "Ready" under the PowerKey Status. Still cannot get the HD premium channels working. :(
     
  13. Sep 23, 2006 #173 of 1052
    etsolow

    etsolow Don't Try

    1,554
    0
    Feb 8, 2001
    Wisconsin
    Just finished up with my Charter CableCARD install in Madison, WI. It took the (subcontracted) tech about 3 hours and multiple phone calls, and lots of hold-time, and lots of encouragement from me, but we were able to get the cards activated and functioning in the end! His initial reaction was "Oh, we don't support TiVos" but I talked him into giving it the ol' college try! :D

    (I still have one problem that I don't think is CC-related, or maybe it is - who knows? Both TNT-HD and Discovery-HD show either blank black "searching for signal" screens or occasionally show some very broken up video. I didn't notice that these two channels weren't working until after the tech left. I called in and the CSR "hit" the cards again, which made no difference... I'm going to try re-running my cable from the wall, then I guess call in and get a tech out here again to check signal strengths...!)

    E
     
  14. Sep 23, 2006 #174 of 1052
    Slappy

    Slappy New Member

    2
    0
    Aug 18, 2002
    South...
    Thanks for info Dominovm- very helpful. I've just spent the afternoon/evening trying to figure out what's wrong with my cable cards. Installer couldn't get them working before he left. I called into the TWC office and after waiting on hold, I was told that the cards I had weren't properly authorized for their cable head unit. I figured it was just their wild guess/BS, but based on your post- I was able to verify. I'm getting the same error, so it looks like that is actually the case. Now I just have a to wait another six days for new cable cards, new technician, etc.....
     
  15. Sep 23, 2006 #175 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    My screen says:
    Decryption status: No ECMs detected
    PowerKey status: Ready

    Yet, I still do not get my premium HD channels (and yes, they come in fine on the old box). I only get the "Basic" HD channels, such as KCETDT

    Screen shots: http://www.bridgespublishing.com/tivo/

    Does anyone know what an ECM is?
     
  16. Sep 23, 2006 #176 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    I'm sure the good folks at Charter would never resort to something as low as this, but...

    I can't help but think that they're afraid of losing their DVR rental business, and are intentionally giving out cards that won't work fully with the TiVo S3 and then blaming it on TiVo, banking on the theory that their subscribers aren't technically savvy enough to figure out that it's actually Charter's problem and not Tivo's.
     
  17. Sep 23, 2006 #177 of 1052
    cotton168

    cotton168 New Member

    228
    0
    Aug 8, 2006
    Monterey...
    Interesting theory, but I really don't think Charter would stoop that low. Wish I knew what an ECM meant, but I have no clue whatsoever.
     
  18. Sep 23, 2006 #178 of 1052
    IPingUPing

    IPingUPing New Member

    15
    0
    Sep 28, 2002
    Smyrna, GA
    Hi-Bred, I have to go with Hanlon's Razor: Never attribute to malice that which is adequately explained by stupidity.
     
  19. Sep 23, 2006 #179 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
    0
    Sep 23, 2006
    Agreed. They have showed ample quantities of that. I was really just kidding - for anyone who thought I was really serious :eek:
     
  20. Sep 23, 2006 #180 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    Hi-Bred, you are blazing a trail for a couple of us in the same Charter territory. I have them coming out Thursday afternoon, and another guy posted in this thread that he has them on Wednesday. (My original appt. was also for Wednesday, but it had to be cancelled and rescheduled for a reason that is incomprehensible and bizarre, even for the f**k ups at Charter.)

    Anyway, if you need to apply more pressure, be sure to tell them you know for a fact that they are going to have to do at least a couple more of these installs next week, so they better get it figured out.
     

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