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Official Grande Communications CableCARD Thread

Discussion in 'TiVo Series3 HDTV DVRs' started by gtars, Dec 22, 2006.

  1. tharper

    tharper New Member

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    May 29, 2005
    CC, TX
    Travis, did Grande Corpus Christi have s-cards or m-cards?

    <edit>Sorry, read back, you did say m-cards available...
    Fixing to attempt this install tomorrow....
     
  2. bhoppe80

    bhoppe80 New Member

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    Mar 9, 2010
    I have recently had an M-Card installed with a Tivo HD. The initial install took around an hour or so, and I'm not sure that the installer even knew how it started working. After he thought it was going to work, it didn't and he had to call a specialist.

    Since then, it has just stopped working about 4 different times. One time I had to have someone come out, the other 2 I just spent half the night removing and inserting the cablecard and rebooting the unit and eventually it came back up.

    Anyone else having these types of problems on grande? I'm hoping to be able to nail it down so at least I can know what to do when it happens. Considering asking for a new cablecard.
     
  3. enkrates

    enkrates New Member

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    Oct 7, 2007
    I just got off the phone with Grande after they left me a voice mail saying I needed to get some new cablecards. I have two cards in a Series 3 Tivo, which have worked well enough. The folks at tech support have no idea what they're talking about and can't even tell me what the new cards are for, other than saying that they will allow "video on demand", whatever they mean by that. Does anyone know what the story is with these new cards? I've had so much trouble with Grande at this point, I'm considering abandoning Tivo just to get away from Grande...
     
  4. travisc77

    travisc77 New Member

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    May 25, 2005
    Sorry to hear about the issues with Grande, they have been great compared to my first year in Corpus using Time Warner, and they are cheaper.

    I have an S3 with 2 Mcards) and an HD with 1 Mcard. The install for both took about 30 minutes and I haven't had a single issue in ~2 yrs. It may be that you have bad cards, or it could be incomplete install. Make sure to follow the directions in the following article...

    http://support.tivo.com/app/answers/detail/a_id/135

    And make sure the worker is talking to "headend" and not a customer service rep. Headend will understand and ask for the correct info. I've done this before, so I was able to walk them through the menus.
     
  5. Fstgrande

    Fstgrande New Member

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    Mar 23, 2010
    Everyone,

    I work for the technical support group that assists the Grande field technicians. If they need any help with the setting up or trouble shooting of the cable cards, we provide assistance.

    Grande is in the process of phasing out Motorola Cable Boxes and Motorola Cable Cards to move into a Scientific Atlanta platform. This will allow us to provide our customers with our new Video-On-Demand (VOD) service for free. This will only happen in Austin, San Antonio, and the San Marcos areas.

    Since you have two Motorola single stream cards, the card that will be provided to you will be one Scientific Atlanta multi-stream card. This will not only allow you to access our VOD service, but it will also reduce your monthly bill by one Cable Card charge.

    If you need physical assistance swapping these cards out then we can send a technician at no cost to you. If you do it yourself but have issues, our Technical support department will be glad to assist you 24 hours a day, every day.
     
  6. enkrates

    enkrates New Member

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    Oct 7, 2007
    As far as I know, Tivo Series 3 doesn't support any sort of cable company provided VOD, regardless of what the cable cards are capable of providing. Also, as far as I know, the Series 3 still requires two multi-stream cable cards because (again, as far as I know) the Series 3 uses them in a backwards compatibility mode and treats them as if they were single stream.

    It's exactly this sort of mismatch between what I think I understand about this issue and what Grande representatives say that makes me want to stop using Grande. I haven't found an issue yet where a Grande person has understood a Tivo (or sometimes even Grande policies) better than I do.
     
  7. Fstgrande

    Fstgrande New Member

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    Mar 23, 2010
    Correct Tivo Series 3 software does not allow to multi-stream or allow VOD

    *VOD does work on a Tivo series 2

    *TiVo HD and TiVo HD XL DVRs require 1 M-Card (multi-stream CableCARD) or 2 S-Cards (single-stream CableCARDs)

    *Series3 HD DVRs require 2 M-Cards or 2 S-Cards

    Grande does not support Tivo, and therefore the technicians are not trained in supporting Tivo. However we do support what service is provisioned to the card.

    Even though we do not support Tivo we make the effort to try to make them work at the convenience of the customer.

    In this case since the platform is changing you will require two Scientific Atlanta PK800 or PK802 (multi-stream) cards.
     
  8. inkydoo

    inkydoo New Member

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    Aug 5, 2003
    So Fstgrande, can you confirm that this isn't a move toward a switched video infrastructure? I tried to ask a tech and got the same "it allows video on demand" answer that enkrates got. I could tell this guy didn't really know what was going on, so I didn't push the issue, but it does worry me little.

    I also asked if I could get a new one at their local office, swap it out and bring the old one back to minimize "downtime" (I didn't use that term with him) and he said no. He said for that I'd need a tech to come out. I asked if I could talk to someone else who might be able to make an exception. He said no. The office is close enough that I may drive over and ask anyway, but it was one of the least helpful conversations I've had with Grande phone support.
     
  9. inkydoo

    inkydoo New Member

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    Aug 5, 2003
    Just as a follow-up, I went to the office and the woman at the desk there (who I've interacted with before and is always pleasant, helpful and reasonable) said it was fine to take one of the new SA cablecards (which are apparently just rebranded Cisco cards according to my Tivo) and bring the old one back in a few days.

    For those who are wondering, apparently there's no "unpairing" that needs to happen with the old card. Somewhat apprehensively, I yanked the old one out, the Tivo immediately said there seemed to be a card missing and took me to the CableCard "overview" screen. I put the new one in, it started downloading a firmware update (which took about ten minutes) and then went into its ready state.

    A call to Grande tech support saying I needed to pair my new cablecard, a nice but obviously unsure tech who took a few minutes to figure out what he needed to do and I was up and running. I didn't even have to give them any numbers over the phone, so I guess they can detect that now. So far everything appears to work as before.

    Every once in a while I deal with someone at Grande (always over the phone) that's not very polite or helpful (like the guy who said there was no one else to talk to), but the truth is that 90% of the time I'm really happy with their customer service. Compared to the maybe 5% of the time I was happy with TW, it's really a major improvement.
     
  10. thelontx

    thelontx New Member

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    Dec 30, 2006
    Hey all... I'm in Austin. About 2 weeks back I had one of the Grande techs come out to my house and replace the CableCards in my Series 3 Tivo. Very nice and fairly competent guy. He wasn't fully familiar with the why's and how's, but he knew the right numbers at Grandecom to call and get the cards activated. One thing he missed at first... the series 3 requires 2X multi-stream cards. He originally thought that a single multi-stream would be sufficient. It took about 10 minutes for the firmware update on each of the cards.

    The tech understood that the new Scientific Atlanta cards were related to bandwidth and that the change would take effect on Apr 15 or 19th or something like that.

    One very helpful piece of advice... he said that you can pop the cards out, go to your local Grandecom office, and ask to swap them out without a reason. Much easier than scheduling time off of work to try and meet a technician.

    Regarding customer service... I have had a few minor issues with GrandCom over my almost 3 years with them. But, I am MUCH happier than I was with Time Warner.
     
  11. CenterPartnersTV

    CenterPartnersTV TiVo Tech Agent

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    Apr 16, 2010
    Fort...
    TiVo is raising fees on all tivo users not connecting by broadband effective 05/30/2010 from Center Partners Northen Colorado TiVo Tech Internal E-mail.
     
  12. travisc77

    travisc77 New Member

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    May 25, 2005
    Grande changed their channel lineup, but Tivo hasn't changed theirs. It's been a few days and still nothing. Tivo steady recording blank channels, notified Tivo of the issue and hope it gets resolved soon. Basically Grande Corpus Christi moved all HD from the 400's to the 800's and added a few new channels.
     
  13. Centexhokie

    Centexhokie New Member

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    Aug 6, 2010
    they want to charge a fee for the service visit. Not sure which. I just purchased a Tivo Premiere and it will arrive today. Went to Grandecom and requested a multistream cable card to do the install and they said they have to have a "technician" do that and can get to it in 6 days. I'll be so glad to get rid of the SA-8300HD that it will be worth it, but Grande it's time to realize that some customers can handle the small stuff.
     
  14. inkydoo

    inkydoo New Member

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    Aug 5, 2003
    Got my new Premiere XL yesterday and I'm planning to make a run by the Grande office to pick up a CableCard today or tomorrow (and finally return the remaining Scientific Atlanta box I've had attached to an older series 2). I'll let everyone know how it goes.
     
  15. inkydoo

    inkydoo New Member

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    Aug 5, 2003
    Things haven't gone as smoothly this time. I returned home with my CableCard and installed it into the new Premiere. It did a firmware update, I went through guided setup, and found that it wasn't getting any non-broadcast HD, nor any premiums. Called support, who sent a subscription signal, maybe even a couple of times. At this point, I started doing as much troubleshooting on my end as possible. Replaced the coax cable, unseated and reseated the CC, looked through a ton of Diagnostic and other CC screens, and finally performed the ultimate test by swapping the CableCard in my working TivoHD into my Premiere.

    With that, my Premiere now sees all the channels I should be receiving and the TivoHD doesn't, so it's clearly something specific to the CableCard. So, I take the CC back to the office to get a new one and try again, but this time on the old TivoHD, since I'd rather have the new one hooked up and recording. Same situation as before. Not receiving various channels, phone support sending signals makes no difference.

    So, now I'm waiting for a tech to come this morning. I suspect it's something simple, and a phone call to the right person on the tech's part will solve everything (or maybe it's a bad batch of CCs and some more CC swapping will get me one that works), but we'll see.
     
  16. travisc77

    travisc77 New Member

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    May 25, 2005
    Make sure they follow the directions in the following article...

    http://support.tivo.com/app/answers/detail/a_id/135

    And make sure the worker is talking to "headend" and not a customer service rep. Headend will understand and ask for the correct info.

    As you have noticed, Grande doesn't pair the cards with Tivo. But headend must do something to activate the cards.
     
  17. inkydoo

    inkydoo New Member

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    Aug 5, 2003
    Tech just left a few minutes ago. He knew what he was doing, and listened to the steps I'd already gone through before proceeding. Just to be sure, he tried another CableCard, had the techs send the subscription signal, and nada. But, since he's talking to the real techs (as opposed to regular customer tech support), the tech tells him that he's getting back a bad response to the signal, and escalates the issue up to provisioning. Since I couldn't hear the conversation, I'm not exactly sure what was up, but it sounds like either they've had trouble adding (and removing apparently) provisioning on recent CableCards, or that they've sent out some recent cards that weren't prepped to handle provisioning. Either way, I'm apparently not the only person having this issue. So, the tech said that someone from provisioning would need to do something in order to get it working, but that that could all happen on their end and should be working some time today (theoretically, when some guy gets out of a meeting). He left me a second CableCard just in case something went wrong and I need to swap the existing one out.

    I realize there's some challenges to implementation, but I can't help thinking that if there were some way I could have talked to the headend techs myself either Wednesday or Thursday, we could have figured out the same thing without them sending a tech. As long as Grande could identify advanced customers, it seem like this would be win / win for me and them.
     
  18. inkydoo

    inkydoo New Member

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    Aug 5, 2003
    Well, it's not clear what was really wrong, but they came out Saturday morning, brought a couple more cable cards out, and one of them finally seemed to be both provisioned (or maybe activated) and then subscribed. The tech (the same guy that came out the day before) was apologetic that it took so long to resolve.

    I wish it hadn't taken four days to figure out, but everybody was nice along the way, and at no point did anyone ever even hint that it was something wrong with the Tivo (apparently, a phone tech tried to suggest that to my field tech, and he told him he knew that wasn't the case).
     
  19. yallifornia

    yallifornia New Member

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    Feb 27, 2008
    Thanks to everyone for the great info posted here. I'm in Austin and I'm considering switching from TWC to Grande. Have a S3 TIVO with Tuning Adapter and CableCards today (as well as a TWC box for VOD).

    I think the S3+TWC tuning adapter & CCs is working as intended, which means I'm getting about 9 HD channels.

    So here're my questions:
    - Grande doesn't use SDV, so I won't need a tuning adapter, right?
    - Does this also mean that I can get all the Grande HD channels via my S3+CCs? That would be a MASSIVE WIN!
     
  20. mancuso12

    mancuso12 New Member

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    Oct 9, 2010
    I can confirm that Grande supports the Tivo Premiere HD beautifully.

    The technician installed the cable card, called the local office, provided two different IDs (I assume MAC address and Card ID) and within seconds all of the channels were populated/activated/authorized.

    Goodbye Time Warner! :) Grande is in a different league as far as I'm concerned.
     

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