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Official Time Warner Cable Thread

Discussion in 'TiVo Series3 HDTV DVRs' started by tunnelengineer, Sep 14, 2006.

  1. TracerBullet

    TracerBullet New Member

    Dec 17, 2004
    That makes absolutely no sense. TiVo gives you guide data based on the channel lineup you specify during guided setup. How you receive those channels has no effect.
  2. jbaum

    jbaum New Member

    Jul 23, 2002
    I did a conference call with Tivo and TWCNYC, they insisted that they have send a technican out and I should never have pulled out the old cards. Only a trained technican should touch the cards. The Tivo guy tried saying all they had to do was put the new host ID's in, but it didn't make a difference.

    When the technican arrived, he had NEVER been trained for cable cards, and the ticket never indicated it was a cable card install. Luckily, all I needed was the "secret" number to call to put in the host ID. So, I did it, gave him the host ID and the card numbers and they paired them. An incredibly waste of my time, their time, and a worthless three days of down time waiting for the appointment.
  3. Chip Z

    Chip Z New Member

    Aug 15, 2005
    I stopped by the Time Warner office in Bay Village shortly after the new Tivo HD was announced. (It's quicker for me to walk in on my way to work than wait around trying to get thru on the phone.)

    They told me I had to schedule an apptmt for the two cable cards I wanted. I never got any further as I haven't had time (and the early reviews are kind of scaring me for now) but they didn't really ask any questions, just scheduled the apptmt. I'll be VERY interested in your experience.
  4. gilgamesh

    gilgamesh New Member

    Jun 5, 2002
    Quick question about Time Warner Austin - after two tech visits I have two s-cards working with my new TivoHD but . However, I cannot tune Universal HD, HDNet, or HDNet Movies. From what I can tell from this thread they are not SDV channels. So given that I cannot tune them, does that mean that the cards still have not been correctly authorized for all my channels?
  5. WSP

    WSP Member

    Dec 20, 2006
    Austin TX
    The channels in question are part of the HD Tier. You will have to subscribe to this package to receive these channels.
  6. cody_dingo

    cody_dingo New Member

    Aug 21, 2007
    TWC Kansas City just told me they are expecting to roll M-Cards out next week sometime. Two weeks at the latest. The guy told me he is testing "two kinds of tivo units" right now and "things look promising."

    Just wanted to give the forum an FYI what I was told today.
  7. nat559

    nat559 New Member

    Aug 21, 2007

    This is excellent to hear. I am also in Austin trying to get my Tivo HD working with two cable cards now. The tech was just here for two hours and we have still not been able to obtain HBO or any premium channels above PBS. Discovery HD, TNT HD, etc.

    Are you able to receive these channels? If so, what type of cable cards did you get? Check the cable card diagnostics screens.
  8. gilgamesh

    gilgamesh New Member

    Jun 5, 2002
    That makes sense; I had those with the TWC DVR; they must have been dropped when I returned that and switched to the cable cards.
  9. gilgamesh

    gilgamesh New Member

    Jun 5, 2002
    I don't get HBO, so I can't help you there, but I can get Discovery HD and TNT HD fine. Once the tech was able to get the card to authorize they worked with no further effort. I got lucky on the first shot with slot 1. The tech had to go though three cards, though, until I could get one that would authorize correctly in slot 2. Both are Scientific Atlantic cards.

    BTW - Despite what TWC Austin phone tech support tells you - you cannot take a bad card to the branch office to swap out. They have to roll out a truck to hand deliver it to you :(
  10. thejrnf

    thejrnf New Member

    Sep 14, 2005
    In Durham, NC, I had a scheduled appointment to receive/test out a M-Card. The Technical Supervisor called to cancel the appointment and told me that he had just been on a conference call with Tivo and Scientific Atlanta. He said there is a "software issue" between the Tivo HD and the SA M-Card and that they are still working out some incompatibility issues. He did not specify when these issues might be resolved.

    In better news, my 2 S-Cards are finally working.
  11. Sy-

    Sy- New Member

    Sep 29, 2005
    Ewa Beach,...
    So did you hear anything yet?... My cable cards are still working (less espn2hd and golfhd). I still haven't received that letter from Oceanic saying they are switching off HD channels for cable card people......
  12. ChrisFix

    ChrisFix Member

    Jul 31, 2007
    Chapel Hill, NC
    I had an appointment for installing an M card with TWC in Chapel Hill two weeks ago, and the night before the install, an installation supervisor calls to cancel the appointment and tells me that they don't have M cards (even though they use them in their OCAP boxes). In my experience, you won't get the same answer twice regarding any aspect of cable cards and TWC.
  13. cody_dingo

    cody_dingo New Member

    Aug 21, 2007
    That's very interesting. I'll have to have the guy bring 2 S cards with him as well when he brings the M card. Thanks for the information!
  14. nat559

    nat559 New Member

    Aug 21, 2007

    By "expected channels" are you referring to the HD channels (Discovery HD and above? Did calling and asking for this "DNS" office fix your problem?

    I am going to meet a cable guy at my house again this afternoon. He has been on the phone and gotten both cable cards working for most channels, but I am not receiving HBO (701->715ish) or any HD channels from Discovery HD and above (TNT HD, ESPN HD, HBO HD). My understanding is that these are not SDV channels.

    Surprisingly, of the two cable cards that were installed the first one is detected as "Single stream" on the Tivo Cablecard page but the second one does not have any note.

    Any suggestions from anyone to get this working will be much appreciated. If I can't get this working I will probably be bailing on TWC Austin and Tivo
  15. rainwater

    rainwater Active Member

    Sep 21, 2004
    This is normal behavior. Only the first card is denoted by type because only single stream will work in slot 2.
  16. Powder_Burn

    Powder_Burn New Member

    Aug 13, 2007
    Hello all, I am a new Tivo user who has been lurking and wanted to share feedback. Got installed today and all seems well. Thanks so much for helping me prepare for the runaround ahead of time. My new TivoHD seems to work great w/SA S-Cards and I am rid of the cursed Motorola 8300HD!

    9:30: Sub-contractor for TW calls to confirm. Subcontractor does not have cable cards and TW dispatch will allegedly not issue any to sub-contractor. I ask subcontractor to bring me new TW boxes and I will personally yank out the CableCards and install them into my TiVo myself. After all, the FCC requires that I be issued cards right!? They say they will "check on it". I think "nice try"!

    9:31: Anticipating trouble, I call TW and ask for a TW crew to be sent who is equipped and trained for the install. Reps pass the buck repeatedly and I get passed around for 30 minutes. End up getting escalated to a customer service unit since nobody knows what to do with me.

    10:40: Multiple calls/call-backs later, get commitment that cards will be sent to subcontractor within 1 hour after another 40 minutes on hold. Tech arrives and TW asks to speak w/tech, but tech says he is not allowed to talk w/TW directly. End up in ridiculous 4-party "conversation" where I relay info from TW rep to the install tech who then relays info to his supervisor via radio. Subcontractor supervisor keeps saying "they won't give us a card" repeatedly to escape until I put my phone on speaker next to the techs radio and let him hear the TW rep directly. TOUCHE'.

    11:00: Subcontractor supervisor is scheduled to bring cards within 1 hour. Time commitment starts slipping to "we dunno when" within just 10 minutes. Then the tech notices a "problem" with the location of the cable drop outside my house that prevents the install. Says he would re-locate the drop for me, but as luck would have it, the battery on his drill was drained and he needed to leave and come back "later". However, lucky for him, I had an 18v drill in-stock to loan him so he could stay right where he was and finish the job. He looked sick at this point! There was no escape! :D

    12:45: I made sure to specify a Motorola M-card, so the supervisor brought ancient Scientific Atlanta S-Cards from 2005 that TW gave him instead. Helpful guy who told me cable card installs never work and that they are at the mercy of whatever TW dispatch does or does not issue subcontractors. Asked me to call him later and then made a quick escape leaving the poor untrained tech there. Also told me they could not cannibalize Motorola cards from boxes because they are housed inside the case. There is an anti-tampering seal and if it is broken, the customer must pay for the box.

    1:00: I take over the install and have 2 Scientific Atlanta PowerKey Model PKM600's in my hand dated 02/2005 and 05/2005. 1st slot installs perfectly. 2nd slot gives me "Failed to load 'pod:///utils". I have live Tivo support on speaker within 1 minute and then suddenly a firmware upgrade starts on Slot 2. It completes and the card initializes perfectly.

    2:00: Test all channels on both cards and everything works well. Saw two flashes of macroblocking throughout the day but no big deal. For whatever reason, most channels classified as SDV are coming in fine (can't speak for HBO etc.) The picture quality seems better than with the Motorola 8300HD.

    Lessons learned:
    *Have a speakerphone
    *Be tenacious
    *Some CableCard installs are easy, it's getting the cards and dealing with the runaround that is the hard part.
    *Anticipate how they installers will try and evade the install ahead of time. Remember that techs are paid by the job so cable card installs that take longer are really unattractive.
    *Hook Tivo up several days in advance like the instructions state and get the latest OS (Mine is 8.1.7b2)
    *Check signal strength (mine has a baseline of 93)
    *Apparently old SA PKM600 S-Cards from 2005 will work once they receive the firmware update.

    Hope my luck holds up...many thanks to all the forum contributors.
  17. jfh3

    jfh3 New Member

    Apr 15, 2004
    Denver area
    I love this story - nice to see you wouldn't put up with all-too-typical cable company BS.

    Love your tenacity - just too bad you had to have it in the first place ...
  18. toddeades

    toddeades New Member

    Jul 21, 2002
    Had install today:

    Frankly I don't think it could have gone better. (Well the tech had to wait 30 minutes on the phone to get my card to work).

    He didn't complain about having to deal with CableCards.
    He had a Multi-Stream Card (He didn't know, but I told him and made sure he used it first)
    Paired it without any trouble
    Channels all seem to be working and no problems.

    I don't really know much about this, but I do know it's a Motorola card.

    Very happy.
  19. dfelska

    dfelska New Member

    Aug 24, 2007
    For all of the moaning and groaning, I had two good installations in NYC - got the first TivoHD a couple of weeks ago and got the CableCard appointment within aboiut 3 days. They showed up 20 minutes early, popped them in, and seemed very familiar with the all of the Tivo menus. Other than some delay in contacting back to the base office to zap the cards once they were paired, all went well and they were gone within an hour, no issies (except that they are SA macroblocking PoS cablecards, discussed extensively in other threads).

    Second box came on Tursday this week, had the appoinment. Tech arrived about an hour into the window, and it was pretty much the same thing - popped them in, knew the menus, had problems finding someone with his Nextel to zap them - that added 20 min to it all, but he was still in an out in an hour.

    Overall, no complaints to TWC, and they cheerfully took away my 8300 DVRs so I am no longer able to fry eggs by the TVs - the TivoHD runs much cooler and hopefully that means being a little greener too.


  20. Emrys

    Emrys New Member

    Nov 6, 2002
    TWC-Raleigh did an install for me today. I had to argue with the people on the phone about how I needed two cards. Was supposed to get a call back from a supervisor.... 3 days later I called to order again and they had me scheduled. I didn't even know it. I wouldn't have been home when they came and they probably would've charged me... anyway....

    Got here on time, had 3 cards. First went in fine. Second was "bad". Third was "Lost", meaning it was in the inventory as someone had lost it, so it was essentially dead. 5 hours later, after I call 3 times to get them to come back out ( they said they'd be back at 11AM, then 1PM, then he shows at 3:30PM ), he had 3 "new" cards. Couldn't read the MAC's on them, first one went in and came out without even trying, second went in after we deciphered the font on the back of the card, and now all is good. Both cards are done syncing and all my channels are coming through.

    These are SA cards... I have noticed some pixelation, but I noticed that with the 8300HD as well. I can wait for a fix, it's not very often that I see it, so far.

    Now just gotta hold on and hope the SDV stuff doesn't come my way.

    Oh yeah, they have, but refuse to give out, M-Cards. The 2 S-Cards I have are really old, but they work, so....

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