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

Cox Cable Cards

Discussion in 'TiVo Series3 HDTV DVRs' started by jcaudle, Sep 12, 2006.

  1. Mar 3, 2008 #1061 of 2181
    esb1981

    esb1981 New Member

    121
    0
    Dec 2, 2007
    Connecticut
    Strojo, I am having the EXACT same problem and I am in Connecticut. Cox apparently moved a bunch of channels and did not update the mapping on the cablecards. And I have no idea how to get them to fix it. I had a tech out last week, who was a contractor, and the guy said he was sure it was some kind of internal Cox problem, and the contractor company has since been trying to get in touch with Cox to figure out what's going on.
     
  2. Mar 3, 2008 #1062 of 2181
    strojo

    strojo New Member

    4
    0
    Sep 20, 2007

    We're living the same life, because I had a contractor out three weeks ago who said it was on the "head end" and there was nothing he could do about it here. UGH.

    I have them scheduled to come out on Friday and will insist that they change out all four cards. The repairing thing has been tried more than 6 times without success.
     
  3. Mar 4, 2008 #1063 of 2181
    j53186

    j53186 MartiniMan

    1
    0
    Feb 11, 2008
    Scottsdale, AZ
    Cox and Scientific Atlanta are in concert with a highly orchestrated denial tactic. Cox's "Live Support" online is THE way to communicate as you can save the communications to a Word file. These are today's (3/4/08) conversations with various agents. Looks as though I'm going to have to notify them each time their cards lock up and I have to restart the system if I want credit. This is unbelievable. Will report back after tomorrows service call. Enjoy the read!

    3/4/2008

    Original Cox “Live Support” Communication:
    I have two Tivo HD DVRs and have been experiencing ongoing problems with the CableCards for 3+ months. The cards are currently out in both DVRs. On Sunday, 3/2, your customer service acknowledged there is a problem and scheduled a service technician to "replace the cards" yet again. The tech arrives 3/3 with no cards. He was “not sure when Cox will receive more cards but will contact us when they have more so we can schedule another service call.” Are you kidding? What is the status / timeframe for a CORRECTION for this incompatibility between your Scientific-Atlanta CableCards and Tivo receivers? When will you have CableCards? I am one unhappy customer!


    Cox:
    Dear xxxx:

    Thank you for your inquiry.

    We regret to hear of the problems you have encountered and apologize for any inconvenience.

    A technician is scheduled to arrive at your home sometime between the hours of 1 p.m. and 3 p.m. today.

    Please reply to this message if we can be of further assistance.

    Sincerely,

    Karen
    E-Care Specialist
    Cox Communications – Arizona



    Customer’s Response:
    Karen,

    You're not addressing my questions. What is the status / timeframe for a CORRECTION for this incompatibility between your Scientific-Atlanta CableCards and Tivo receivers? If you do not have answers please escalate this up the chain to someone who does. I would also appreciate a 90 day cable service credit for the months of problems we have endured. Thank you.


    Cox:
    Dear xxxx:

    Thank you for your response.

    Regretfully, we do not have any specific timeframe at this time. The issue you are inquiring of is directly related to the Scientific Atlanta equipment. For assistance with this issue, please contact Scientific Atlanta directly.

    You may do so at:

    http://www.scientificatlanta.com/contactus/index.htm

    Thank you again for contacting us using our online service options. Please let us know if we can be of further assistance.

    Sincerely,

    Sue
    E-Care Specialist
    Cox Communications
    www.cox.com



    Customer’s Response:
    Sue,

    Cox already tried running me through this maze in early February. I contacted Scientific Atlanta on 2/1. Their response of 2/2 is below:

    [Ticket#: 20367884] Multistream CableCard / Tivo Issues – 2/2/08
    Sciatl Support [webstarsupport@sciatl.com]

    There are no confirmed issues with the cable card and Tivos.



    Thank you,
    Steven A
    SciAtl Support



    Cox:
    Dear xxxx:

    Thank you for your response.

    As you were informed, we are unaware of any confirmed issues with CableCARDs and Tivo equipment. We are unable to provide any information regarding this issue. We regret any inconvenience this may cause you.

    As previously stated, we have scheduled a technician to arrive at your home sometime between the hours of 1 p.m. and 3 p.m. for assistance with your service.

    Thank you again for contacting us using our online service options.

    Sincerely,

    Alex
    E-Care Specialist
    Cox Communications – Arizona


    Customer’s Response:
    Alex,

    It would seem no one from Cox followed up to advise you would be sending out another technician today between 1-3, so there will not be anyone available for you. Our next available appointment to have you replace the CableCards (again) will be today, 3-6 pm. Please advise. Oh, and you've yet to address the 90 day credit issue. ???


    Cox:
    Dear xxxx:

    Thank you for your response.

    We regret to inform you that we do not have any openings between 3 p.m. and 6 p.m. today.

    If you would like to reschedule the appointment for tomorrow, please let us know.

    Sincerely,

    Karen
    E-Care Specialist
    Cox Communications – Arizona


    Customer’s Response:
    Karen,

    And the appointment times you have available are...?


    Cox:
    Dear xxxx:

    Thank you for your response.

    At this time, we have appointments available for tomorrow, 03/05/08, between 1pm to 3pm and from 3pm to 5pm. Would you like to reschedule to any one of these appointments?

    Thank you again for contacting us using our online service options.

    Sincerely,

    Alex
    E-Care Specialist
    Cox Communications – Arizona



    Customer’s Response:
    Alex,

    Our next available appointment for you to replace our CableCards (again) is, 3/5/08, 3-5 pm. Will the service tech have CableCards this time?


    Cox:
    Dear xxxx:

    Thank you for your response.

    Please note that the technician will be visiting your home in order to repair your service. We have added notes for your service repair appointment advising the technician to take CableCARDs in the event that the technician determines that they will need to be replaced.

    Thank you again for contacting us using our online service options.

    Sincerely,

    Alex
    E-Care Specialist
    Cox Communications – Arizona



    Customer’s Response:
    Alex,

    Thank you for your response.

    So, there's a note in the file to bring CableCards this time. Great idea! Hey, how about my 90 day service credit???


    Cox:
    Dear xxxx:

    Thank you for your response.

    Our records do not indicate an issue of an ongoing problem with the service you are reporting. We do see a service appointment for a CableCARD issue on 01/29/08. Your service appointment was completed on 01/30/08.

    We have applied a credit in the amount of $7.09 for this issue during this time.

    Thank you again for contacting us using our online service options. Please let us know if we can be of further assistance.

    Sincerely,

    Sue
    E-Care Specialist
    Cox Communications
    www.cox.com
     
  4. Mar 7, 2008 #1064 of 2181
    jcaudle

    jcaudle Member

    220
    0
    Aug 16, 2004
    Fairfax, Va
    As far as cable cards and channel loss, it only happens with my Tivo HD, which has an SA M-Card in it. I have never tried 2 SA S-Cards in it because the rats would then charge me 2 gateway fees as well as the cable card rental fees. I am doing that with my Tivo S3 and I never have any problem. I have to use the S3 to record any digital or HD channels since I can count on it to be working. The HD is used only for network HD and analog recordings. What a pain. I have had 4 tivo HD boxes from costco and 3 or 4 M cards. None of this has fixed the problem.
     
  5. Mar 7, 2008 #1065 of 2181
    strojo

    strojo New Member

    4
    0
    Sep 20, 2007
    Cox came out today (I live in Connecticut) and thankfully, they had actually fixed the problem of the missing & mixed up channels before they got here. I wasn't here (my wife was), but the guys who came said that they actually went out and bought a Tivo (there's an idea) to see if they could fix the problem.

    We'll see how long the channels stick.
     
  6. Mar 7, 2008 #1066 of 2181
    tagpats

    tagpats Tagpats

    48
    0
    Mar 11, 2007
    Fairfax, VA
    I've been successful using the Menu reset technique to bring my channels back without a reboot, but had a little glitch happen tonight. My channels went out and I followed the steps to reset the card. I've had success doing this 4 times in a row over the past several weeks, but this time it didn't work. The channels remained black and when I started changing channels to see if any were active the Tivo just rebooted itself. Fortunately, the channels all came back after the reboot, but don't know if this means my luck is about to run out.
     
  7. Mar 8, 2008 #1067 of 2181
    nocturne1

    nocturne1 Member

    58
    0
    Aug 17, 2004
    Well, SDV is truly on the way to Orange County.....

    Finally got some announcement from Cox about SDV and Cablecards. Basically, they are saying that SDV is going live on 4/8, and a digital STB will be required to see the following channels:

    - Pay per view channels
    - Paquete Latino Tier
    - Foreign Language Channels - TV-5, ART, RAE, ZEE TV, The Filipino Channel, TV Japan, TV Asia, and CTI Zhong Tian
    - The following digital cable channels - CCTV-9, California Channel, CMT Pure Country, CSPAN2, CSPAN3, Fine Living, Fit TV, Fox Reality, Fuel, FUSE, Game Show Network, G4TechTV, HRTV, Jewelry TV, Leased Access (109), Shop NBC, TVG, and WeatherScan Local.

    It also states that new channels added to Digital and HD may not be available to cablecard customers. They are offering a digital or HD receiver for $1.99 a month for the first year (normally $5.25/mo). This offer is only good through 6/30/08.

    No mention of any tuning resolver, although I doubt that they'd ever put it in a mass-mailer like this anyways.
     
  8. Mar 8, 2008 #1068 of 2181
    moyekj

    moyekj Well-Known Member

    11,148
    33
    Jan 23, 2006
    Mission...
    They failed to list the 9 HD channels already not available to us even before SDV deployment... However, I'm very glad to see that the other channels being selected for SDV are the less popular ones, which makes sense to maximize the efficacy of SDV anyway. Also good to see PPV in that bundle.
     
  9. Mar 9, 2008 #1069 of 2181
    JcarD

    JcarD New Member

    3
    0
    Jan 22, 2008
    Today Cox came and swapped out my cable cards in my Series 3. The tech said that this week in Phoenix they were told that the cable card failures are due to delayed firmware upgrades from TIVO that take 3-4 weeks to complete once the CCs are installed. That's why the cards must be changed every few weeks. Don't know if I'm buying the explanation but that's what he said.
     
  10. Mar 9, 2008 #1070 of 2181
    hddude55

    hddude55 New Member

    236
    0
    Jan 4, 2007
    Phoenix
    That explanation sounds a bit incomplete, but it certainly is true that the "new" cards do seem to work for a few weeks. I'm also in the Phoenix area and the stories I've been told have been numerous, the most recent story being two weeks ago. I talked to a "second level" Cox Phoenix supervisor and he said he had read a tech advisory the day before stating that SA was working on a software fix that would hopefully be available in a few weeks and likely then would be beamed to all installed cards.

    FYI I have a series3 and am now on my second set of two multi-stream cards, as of yesterday. For those of you with the newer, multi-steam card capable TiVo HD models you probably wonder why I am using multi-stream cards in a series3 when the series3 was designed to use two single-stream cards only. The reason is some people have theorized that the software problem with SA cards is more prevalent as it applies to single-stream cards. My experience and the experience of others as reported here suggest that theory may be hogwash.

    The tech yesterday suggested doing what some others here have done: Ask COx to provide a free or cheap HD DVR service for two or three months until a fix can be implemented. If no fix happens within a reasonable amount of time, then I suppose I can consider other choices like dumping the TiVo on Ebay.
     
  11. Mar 9, 2008 #1071 of 2181
    TheNumberSix

    TheNumberSix New Member

    151
    0
    Jul 8, 2004
    Nowhere special
    I had a chance to chat with a Senior Cox Technician at a social event a few weeks ago. I mentioned to him how nice my CableCards were working. (I have an S3 with 2 S-Cards and I've never had any problems at all.) He suggested that for best performance, I should make sure that both S-Cards are running the 1.49.3 firmware. There were known issues relating to the .2 firmware. (Dropped channels, specifically)

    I checked my TiVo and one card had the .3 and the other had the .2 firmware. They sent a firmware upgrade to my card, but it wouldn't upgrade.

    I asked them to get me a new S-Card with .49.3 on it and they did.

    So far it's been two months with no problems. I've been very happy with the service.
     
  12. Mar 9, 2008 #1072 of 2181
    JimRI

    JimRI New Member

    29
    0
    Jan 29, 2008
    Providence, RI
    I'm having the same channel mapping issues here in RI. I noticed it when I was trying to record "Planet Terror" and "Death Proof" on Starz HD last night. I woke up this morning and neither had recorded. I went to the Starz HD channel and it was black (channel 723). I then flipped around and found that it was on channel 746, which it supposed to be TLC HD. Cinemax HD is supposed to be on channel 722, but it's now on 745 (which was Discovery HD). Now TLC HD is on 722 where Cinemax HD used to be. The only channel that I cannot find is Discovery HD...which is a huge bummer. Strojo, you said that Cox fixed the problem before they got to your house. So, will a phone call into Cox resolve this? esb1981, any luck with your problems? Being in RI, I too am using 2 single-stream Motorola cards.
     
  13. Mar 9, 2008 #1073 of 2181
    Pafrican

    Pafrican New Member

    33
    0
    Aug 20, 2002
    So I called Cox about the issue I was having with a few of my HD channels (mojo, tnt, NOT espn) where the picture shows for a second then it gives me the cablecard screen to call Cox. The tech said, "it's an going going issue and we are looking into it. for both cable boxes and cable cards." I wanted to know how long it's been going on (mine has been a week i think... don't remember when first posted it). He said a few hours but for some a few days. Wanted to know how I can get it fixed and if we could make sure the card was paired properly. "We are working on it, and it will be fixed when we are done." Wow smart ass, thanks. Is there any estimate on when it will be fixed? "It will be fixed once we are done working on it." Will I be credited on my bill for the outage. "Sure, you can get a few cents off your bill. Call billing when the issue is resolved."

    Quite the customer service we receive with Cox. It's been two weeks though and with the two s-cards I haven't had any mass channel dropping out. so that's good.
     
  14. esb1981

    esb1981 New Member

    121
    0
    Dec 2, 2007
    Connecticut
    JimRI, my issues have been fixed as well. Unfortunately I can't say what they did to fix it. My feeling all along was that after Cox re-mapped some channels the head-end was not properly sending the new channel information to the cablecards. It took working with the lead tech for over a month before it got fixed, and unfortunately I'm not sure what they did. I knew the channels were mapped wrong because when I would check Tivo diagnostics on a missing channel it would give me one frequency (i.e., 465 MHz), but if I asked someone else who has a Motorola box what the frequency is on their diagnostics, they would tell me something else, like 851 MHz.
     
  15. tagpats

    tagpats Tagpats

    48
    0
    Mar 11, 2007
    Fairfax, VA
    I lost my channels again and they have gone from going out about every 5or 6 days to every 2 or 3. The menu reset did not work because although my channels are out, the card did not fail when I accessed the menu, so I could not reset it.

    Does anyone know a way to make it fail so that it will reset itself?

    I tried rebooting and it won't work either. So now I'm left with calling customer service to repair or requesting another M card and seeing if that does any good.



     
  16. BrianAZ

    BrianAZ Back on the wagon

    386
    0
    Aug 13, 2007
    Chandler, Az
    I read that someone had success with requesting that Cox "send a hit" to the cards. Every time I've called, they tell me there's nothing they can do but send a truck.. won't even try. Best of luck to you.
     
  17. tagpats

    tagpats Tagpats

    48
    0
    Mar 11, 2007
    Fairfax, VA
    Thanks. I'll give them a call to see what I can do. BrianAZ, Are you using the Cox DVR now full-time or are you bouncing back and forth depending on how your CableCard is cooperating? How many times have you had to swap out your card?
     
  18. BrianAZ

    BrianAZ Back on the wagon

    386
    0
    Aug 13, 2007
    Chandler, Az
    I had to swap out once so far... about a month after they installed the MCard. It's been maybe 2 1/2 weeks since then and I'm rebooting probably once every 7-10 days. I use the free CoxDVR to watch/record NHL Center Ice. I may use it the next time I have to swap the card, but since you still get the network stations and I have a 500GB eSATA drive, I think I will end up watching a bunch of recorded content for a day or so until they can get out here.
     
  19. Rolow

    Rolow New Member

    123
    0
    Jun 1, 2004
    Peoria,AZ
    When you do the reset you go to > SA CableCard CA Screen then clear out even thou it does not fail and do the same thing down the list
    >SA CableCARD/host id clear out
    >SA CableCARD ip service clear out
    >SA CableCARD davic clear out
    go thru them all then back to the top > SA CableCard CA Screen and it will FAIL

    I'v had that work once then the second time it did not work so I did a hard reboot then a call to cox and it came back with a hit. The third time the above worked for me again. So if it keep on schedule Ill need to call cox net time i loose channels. I don't mind calling If it means i don't have to wait for a truck roll.

    P.S. I wish we had HDnet here in Phoenix. I want to see the shuttle launch tonight.
     
  20. tagpats

    tagpats Tagpats

    48
    0
    Mar 11, 2007
    Fairfax, VA
    Appreciate the feedback.

     

Share This Page