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Discussion in 'TiVo Series3 HDTV DVRs' started by amjustice, Sep 14, 2006.
Written down - thanks!
Good to know - thanks!
I wouldn't know - ordered mine from Tivo to take advantage of the lifetime transfer (though I've read lately that they're honoring it if you buy it other places as well).
Have you tried calling Tivo? I've heard they will setup a 3-way conversation call with you and your cable company to straighten out the problems...
I've called Tivo twice and unfortunately they seem to think that Comcast has just setup my account incorrectly. I'm convinced all the info was correct as Comcast was able to send hits to either cablecard and generate the 161-4 error and the Acquiring Channel Info screen. The cards would just never get authorized.
After spending about 6 hours with Comcast techs and 2 with one of their engineers, I believe them when they say that something is messed up in their hardware at the head end. I don't know what Tivo could do to help them with that anyway.
That is about right but that is not counting the return visits that should be anticipated. The contractors out of the Monterey area are particularly bad with cable cards and that is who they send the first time. They will refuse to debug any problems (they get $4 per card beyond whatever they get for the service call). It might be worth requesting a Comcast technician initially in anticipation of them not being able to activate it. I would even volunteer to pay more for installation without a contractor if that were an option (it's not, but it shows them you don't want a contractor). You don't have to pay the $8, either. Bogus! I wouldn't bother coming out for the installation. Just be ready on the phone and send her the installers instruction sheet for them to follow. Come out when it's time to show her how to use it.
Apparently, a third party is involved in providing the guide data to TiVo. When a new channel is added to the lineup it will automatically be added to channels you receive and you usually get a message from TiVo about the update. The problem is when the guide data is inaccurate it is a tedious process to get it corrected.
Tribune media's http://www.zap2it.com/
Just to chime in on my Comcast CC install. Order my HDT. Went to my Comcast office hoping to get the CC(s) in person, no dice. Told me I had have tech come to the house. I ask why, explaining he is going record the s/n, the mac address and other numbers that come up on the Tivo and then call to have it activated. Her response was the CC(s) are too expensive and they must have a tech install them.
She then asked me if I wanted to schedule the install, I said sure since I really had no other choice. I estimated the day the Tivo would show up and padded it by a day, a total of a week away. Not a problem, requested an M Card, she had no idea what that was, I requested that she put it on the work order and also note if a M card was not available please bring two S cards. (I was expecting the worst case scenario that the tech wouldn't show up with any cards). $15.00 for the install, $0 for the cable card, sweet plus I get to turn in a cable box and remote which will save me $8.50 a month.
To my surprise the tech showed up in my time window, had 2 M card(s), had done S3 installs, never had done an HDT. Went straight for the back of the Tivo. Told him this was an HDT and the slots are in the front and only on M card was needed for the HDT. He didn't quite understand that the M card handled both tuners, but listened to me & the instructions and put the 1 M card in. CC screen came up, he called to have it activated, Tivo gave a message that the guide setup had to be rerun, reran it and 15 minutes later both tuners were working correctly. Total install time 25 minutes.
Over all I was satisfied, still don't understand the need to roll a truck. They give out cable boxes at the office and you have to call to have them activated when you plug them in.
It appears that Comcast is getting better at CC. Or I just got lucky.
I now suspect that it may not be luck but depends on the experience of the installer.
I took the Tivo offer to move a Series 2 lifetime to a TivoHD. The CC install was scheduled for yesterday morning. First thing in the morning, I received a call from the tech that was scheduled to do the install to verify what I wanted. It was obvious that he had never done a CC install so like you, I prepared for the worst. He also indicated that he did not believe my local office had M-cards in stock when I requested one so he would be using S-cards. Later in the morning, I received a call from a Comcast dispatcher. The tech I had talked to earlier have become tied up on his current assignment and they wanted to know if they could move the appointment into the afternoon. She also indicated that would give them time to obtain an M-card from another office. An installer finally arrived late in the afternoon but it was not the one I had talked to earlier. Talking to him, I found out he worked for the San Jose office and came to Santa Cruz specifically to do this and one other CC install. He obviously knew what he was doing: he inserted the M-card correctly, picked up the Tivo remote and without hesitation proceeded directly to the CC menu. Most of his time was then spent talking to an operator on his cell trying to get the numbers entered into their system correctly. Even with the care he put into it, the operator on the other end still entered the serial number wrong the first time. Once the installer got this corrected, everything worked.
Time from when he drove into my driveway to the time he left, about twenty minutes.
My guess is that the mandatory truck roll is a reflection of how error prone this process is. This tech knew what he was doing and still had to work to get the operator to put the numbers into the system correctly. There is no way a $15.00 charge would come close to covering the cost of his trip from San Jose to my house. They have to be trying to minimize follow on costs for potential additional visits.
Surprising enough, my tech was a contractor. Actually the same one that hooked up my cable when I moved in two years ago.
I just spoke with a colleague in my office (my company has nothing to do with cable or TiVo) who has a friend who is a contractor for a number of satcos and cablecos. He says that they always call the contractors when they want it done right. Or to fix the problems their own $8/hr techs create. I would have thought it was the other way around, but they pay a lot more for the contractors than they do for their own help. Just reporting what I was told.
Has anyone here done a self-install? I'm wondering if I just call the normal 1-800-COMCAST number or is there a different number to call?
Comcast won't let you do a self install. They will only roll a truck for a CC install. They charged me $15 for the appointment.
If that's the case, why did they let me take an M-card home with me? Plus, I've actually seen, on an actual Comcast website, references to a CableCard Self Install Kit. If I can dig up the link, I'll post it.
I'm sure I've read that some people have done it - maybe not in your area, though.
Comcast's policies vary widely from location to location, in part because it's a conglomeration of different cable companies.
It depends on the area, The Houston Market is a self install market. When they gave us the card(s) they gave us an instruction sheet with a phone # to call specifically for CC installs.
This is why I hate them so much! I went to my local cable office to get cards and they flat out refused to give them to me without a cable install appointment. I argued up and down that they are no different than a cable box, get it, install it, call in and activate it. I was told that CCs were expensive and that is why they don't just give them out. I called BS on that and got no where.
That is cool that they gave them to you, I wish I could have done that, could have save 3 hours of time off that I had to take to go and wait for the tech.
The install is very easy, you just need to follow the instructions that are included with the Tivo, I would image the hard part is getting the number to call Comcast to get them activated and making sure the person on the other end knows what they are doing and enters the numbers correctly.
I'll keep my recent experience with Comcast in Arlington, VA short: Missed appointments, unknowlegeable contractors and CSRs, false information, right-hand doesn't know what the left-hand is doing, and cablecard inventory problems. Exacerbated by phone and DSL problems with Earthlink (EarthStinks). But finally got 'er done.
That is important... but sometimes the installers are helpless when they person they are talking to doesntk now how to pair the card on comcast's end and send a hit.
A sheet with instructions, that would have been nice! I picked up my card in Chicago but when I asked where I should call to activate it I just got blank looks and one lady said something to the effect of, "I dont even know what those little things are."