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Need help with CableCard and Cable Company

Discussion in 'TiVo Series3 HDTV DVRs' started by xkleyx, Sep 15, 2006.

  1. xkleyx

    xkleyx Member

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    Aug 29, 2004
    I know somewhere on this board there is a phone number or some type of protocol to go through to have TiVo help deal with cable companies who will not supply cable cards for the S3, but I cannot find it. I spoke to 3 people, including a supervisor, at Insight about this and even stated multiple times that this machine was cablelabs certified and that they were required to by an FCC mandate. No go. I am absolutely livid and need some help. Any is appreciated.

    Thank you in advance.
     
  2. TiVoJerry

    TiVoJerry 00-16 TiVo Employee

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    Jul 26, 2005
    Alviso, CA
    Call in to our support line and one of our agents will perform a 3-way call with you and your provider.

    Additionally, please take a moment to fill out the form at http://www.tivo.com/series3hdDvr_cc.asp to let us know what your CableCARD experience has been like. We will likely follow up with the provider from a different avenue as well, but it is not a substitute for having one of our agents on the phone with you.
     
  3. xkleyx

    xkleyx Member

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    Aug 29, 2004
    Wow that was fast! I am on hold for customer service right now-too bad that's not as fast :) :) :) .

    Thank you so much.
     
  4. Riverdome

    Riverdome Member

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    May 12, 2005
    Hands down the best customer service EVER. It's not Tivo's fault or responsibility to talk to your cable company but they are stepping up and going the extra mile to make the customer experience as painless as possible. Way to go Tivo :up: :up:
     
  5. jfh3

    jfh3 New Member

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    Apr 15, 2004
    Denver area
    Look at the FAQ thread.
     
  6. xkleyx

    xkleyx Member

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    Aug 29, 2004
    Agreed.
     
  7. Oct 6, 2006 #7 of 34
    HDTiVo

    HDTiVo Not so Senior Member

    5,556
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    Nov 27, 2002
    Sent via PM...



    Hi Jerry,

    I think I need to do this. I called VIP # and they gave me a case number and transfered me somewhere, but I could not get an answer.

    The situation is this. I have no cable cards at the moment. I have found several (unencrypted?) SD digital channels using channel scan (ie. 400's music channels & some foreign channels on like 90-6 to 90-12) on which I can get audio and video. Also Scan found nearly 300 other digital channels (encrypted?) that I can't get any A/V on (gray screen/no sound.)

    The above is about what I expected, although there is no guide data for the viewable ones, and I have to hunt through each channel to see if it is viewable.

    The problem is Channel Scan isn't going above the 400's to the HD Channels (700's) I expected to find at least unencrypted HD OTA affiliates there.

    I am in a kind of vortex between Adelphia and TWC where it seems I may not be able to get a CableCard until next year. The folks at the physical office in town said the HD channels may be on different ones than than the 700's the cable box displays, but could not tell me where to look.

    Any help would be appreciated.

    Thank you.
     
  8. Oct 6, 2006 #8 of 34
    mattn2

    mattn2 New Member

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    Mar 23, 2001
    Erie, CO
    I can answer this one ... the channel scan does it by frequency. There is no frequency in the "700's". That is what the CableCARD is for, to re-map something like "89-2" (frequency) into channel 732 in your lineup.

    My 4 QAM InTheClear HD channels are at 68-1, 68-2, 69-1, 69-2; but w/ CableCARD they would re-map to: channels 652, 654, 653, 655 respectively.

    # Matt
     
  9. Oct 6, 2006 #9 of 34
    Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Apr 17, 2000
    Nevada
    I'm shocked that you actually broke down and bought a S3. I thought you were the president of the Che@p Chicken B@$t@rd$ $3 F@n Club?

    Like Matt said the actual frequency being used for each digital channel is not actually what they are listed as on your cable box. The only way to figure out the actual frequency is to go through the scanned channels one by one until you find them, or try to find a list somewhere. The first place I would look is over on AVS forum. They have lots of people with QAM based tuners who have already done the leg work for most areas.

    Dan
     
  10. HDTiVo

    HDTiVo Not so Senior Member

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    Nov 27, 2002
    Thanks Dan and Matt.

    So the hunt and peck method I used to find the Foreign SD digitals was the right track. Yeah, I've got about 275 to search through still, and no guide data with the ones I find.

    Yeah, I admitted to ordering an S3 1.5 wks ago. It doesn't have much chance of making it past the 30 days; this lack of CC availability pretty much sinks it. Looking forward to Jan/Feb '07. ;)
     
  11. jodell

    jodell TiVo geek

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    Jul 9, 2002
    Irvine, CA
    Are you in a location that can receive OTA HD? If so, the S3 will work nicely for a surprising number of channels in many areas. Good luck with the CC saga.

    Jeff
     
  12. Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Apr 17, 2000
    Nevada
    Why is it, exactly, that you can't get CableCARDs. Both Adelphia and TWC are part of the "big 6" who were mandated by the FCC to provide CableCARDs. I can't imagine a scenario that would make your market exempt even if they are in the middle of a transition. (they've been available for a couple of years, there must be at least a few people in your area using them)

    Dan
     
  13. HDTiVo

    HDTiVo Not so Senior Member

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    Nov 27, 2002
    This is what I know and what I have been told on the subject:

    1. A few weeks ago TWC took over my cable system from Adelphia.

    2. I have been to both the "new" TWC office in one town and the "old" Adelphia office in another town, as well as on the phone with TWC (AD no longer answers phone.)

    3. Both TWC and Adelphia claim CCs were never distributed/implemented in my system. They both state that sometime early next year they expect CCs to become available for my system.

    4. The only place I can get new equipment is the old AD office. TWC claims they cannot give out equipment until next year, and (possibly) their equipment is not compatible currently. The implication I got also was that my system wasn't CC compatible and/or TWC had CCs, but could not start giving them out to my system for the same reason they can't give other equipment yet (whatever that is.)

    5. TiVo support unhelpful (though TiVoJerry very helpful in explaining TiVo's position via PM) TiVo support told me something like "when" CCs are delivered is outside their jurisdiction.

    6. It appears my situation is not eligible under TiVo's policy for TiVo to get on a 3-way call with the Cable Co.


    I think that sums it all up.
     
  14. Dan203

    Dan203 Super Moderator Staff Member TCF Club

    37,446
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    Apr 17, 2000
    Nevada
    So basically Adelphia never implimented CableCARDs in your area. Which means even if there hadn't been a switchover you'd still be screwed. I wonder how they got away with that? The mandate has been in place since July 2004, and Adelphia was one of the big 6 specifically named in the mandate. The only way to get arround it is to either not offer digital cable at all, which doesn't sound like the case, or to specifically get a waiver from the FCC, which can only be done for very small markets.

    Luckily it sounds like TWC is going to upgrade the system and start offering CableCARDs when they do. So at least you'll be able to get them eventually.

    Dan
     
  15. allenplu

    allenplu New Member

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    Sep 22, 2006
    I'm in that same situation. I'm in Placentia, California (close to Disneyland). I am in Adelphia now TWC. They claim their CCs are not compatible. The do have CCs implemented and you can get one for your TV. There are a few people in the South Bay area that was also Adelphia now TWC that got the CCs to work.

    As it stands, I got one supervisor from the Colorado Springs call center to agree to send a tech out one more time. They are supposed to be here right now. Soon, hopefully.

    I'll update if it works. The last time he was here, TiVo recognized the cards, but no channels came through.
     
  16. jfh3

    jfh3 New Member

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    Apr 15, 2004
    Denver area
    If you can get one for your TV, you can get them for your Tivo. Their head-end systems won't know the difference between a TV and a Tivo.
     
  17. allenplu

    allenplu New Member

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    Sep 22, 2006
    Finally. Got a tech that was very nice, and he verified the IDs as he game them. After all this, it works. Now we'll see what happens when all of their lineups change next month. The provisioning will all change and who knows what will happen then.

    Good luck on your's. Everything WILL work with TWC former Adelphia.
     
  18. optivity

    optivity New Member

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    Sep 18, 2006
    It's also not good PR for TiVo to be selling a product that is advertised to be digital cable ready when CATV providers won't allow subscribers to connect to their systems.
     
  19. Combat Medic

    Combat Medic No guts, no glory

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    Sep 6, 2001
    San...
    And, how is that TiVo\'s fault?
     
  20. bicker

    bicker bUU

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    Nov 9, 2003
    Georgia
    Fault generally doesn't matter. What matters is the effect of the bad PR. I cannot count the number of people who's decision to purchase a Series 2 I've influenced. Similarly, if I'm not satisfied with my Series 3, I won't be able to count the number of people who's decision not to purchase a Series 3 I'll influence. Fault simply doesn't enter into it.

    Regardless, if TiVo has actually released a product that they substantially cannot make work in a significant portion of their target market, then they've committed a grievous error in judgement. So that would indeed be their fault.
     

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