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Official Time Warner Cable Thread

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

  1. CaseyM

    CaseyM New Member

    2
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    Sep 11, 2007
    Dallas
    I suppose it is time that I post my Tivo Series 3 Install Story:

    After a few hours of aggravation, I finally have my Series3 running on two M-cards. I do not have all of the HD channels (missing the sports HD channels). However, I do have dual tuner ability- which is a huge step over simply having a single tuner. A cable tech is coming over in one day in an attempt to remedy the HD issue.

    A few tips I have learned from my experience:

    1) To get through quick to your cable provider in an effort to 'hit' your cable cards, follow the phone menu that states you want to cancel your cable service. Then just tell the guy on the other line to hit your cable cards. I also found that I had a larger selection of cable install dates when I went through the 'cancel' guy. They really seek to please you- and they do.

    2) A restart of the tivo worked to recognize my second cable card. Nothing else worked as my tivo did not automatically recognize it.

    3) When the cable company hits your cards, it will not automatically recognize all of the channels. Give it about 15 minutes.

    4) The Tivo website cable card trouble shooting guide is very helpful. Print that out along with as much info on cable cards that you can before your cable card tech comes over to do the install. Educate yourself before the install and expect that a complete moron will arrive.
     
  2. atrunco

    atrunco New Member

    6
    0
    Jul 22, 2003
    Well TWC tech came out today with 2 M-cards (he didn't realize I only needed on and tried to insert both).
    Anyway, to make a long story short, still no HD channels (other than networks) or channels above 100. Diagnostic screen shows "EMMs=0" meaning none of the info has made it in from TWC. The tech eventually left and I got Tivo support and an upper level dispatch guy from TWC in conference call. In addition to the Cable card ID and Host ID, he was asking for a "data id" said it was 11 digits long. The Tivo guy had no idea what he was talking about and I was unable to find anything that matches that description anywhere on the diagnostic screens.

    They inserted a generic number in and sent several "hits" to the card with no change.

    Eventually we all agreed to give up and I was told by dispatch that they would send another guy out (not a tech, but someone higher up) with a bunch of different cards. I'm not sure I want to waste any more time on this ordeal. I've been loyal to TiVo since they came out on '99, but this is starting to wear me out.
    On a bright note, the tech today did discover that my signal was low and installed a booster that has made my analog channels MUCH better.

    I'll see what the next few days bring.
     
  3. clcbmason

    clcbmason New Member

    15
    0
    Sep 16, 2007
    Chapel Hill NC
    Time Warner Cable- Chapel Hill

    So I got my HD from Amazon and made and appt. to have the cards installed. I asked the woman who books appts. to have the guy bring two S cards and an M card just in case. He got to my house and told me that he had never heard of M cards and neither had the guy at the place where he picks up equipment for jobs. He DID bring two S cards so I thought that we would be good to go. He puts them in and calls TW to get them activated and is surprised when the supervisor of the techs asks to speak with me. So I get on the techs cell phone and this guy proceeds to tell me that I should have specified that these were going in a Tivo HD ( I did) and that the FCC has started fining them because they have been using S cards in the Tivos. I was floored. He had no answers as to why they would single out Tivo owners...yada yada yada!
    Long story short he said that they would "track down an M card" and make another appt. So that is where I stand. This is getting frustrating to say the least. They said they would call me first thing Monday the 17th although I am not holding my breath. I did get a hold of a customer service supervisor and the install will be free b/c of the screwup.

    BTW I called Tivo to see what they thought of the FCC thing and the tech said it was horses**t.
     
  4. BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    As far as the "EMMs=0" is concerned, it has been my experience that the EMM count only increases when you are watching an encoded digital channel.

    I can watch any of the digital channels, which are also provided in SD in my basic programming package and the EMM count doesn't seem to increase. When I watch something like ESPNHD it does.

    As far as the data-id, I don't know if your TW head-end software is the same as mine or not, but in my case they also needed the alphanumeric code printed on the back of my cable cards before they could get them to work in my S3.

    Another possible problem, many cable systems seem to have problems assigning all the packages which you are paying for to each cable card. They seem to treat each cable card as a separate account instead of just assigning them to your account and then granting them access to all packages under that account.

    If your cards show "Authorized", this may be your problem.
     
  5. MickeS

    MickeS New Member

    25,884
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    Dec 26, 2002
    AZ
    I gotta say, apart from the fact that TWC (San Antonio) compresses the HD channels, I've been very happy with them. Amazingly, the CableCARD installation went well even though the tech didn't know what he was doing, and the people I have spoken to in tech support have been very helpful and known what they were doing.
     
  6. dpfels

    dpfels New Member

    29
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    Sep 14, 2007
    Does anyone have any new information on when m-cards will be available from Time Warner in New York City?

    I just spoke to a rep who told me that the new Samsung box which they are distributing has an M-card in it. They made it sound as if m-cards were only minutes away. Other reps at TW New York have suggested that m-cards are around the corner.

    Obvioiusly, in light of the installation charge of $30 for the first card + $19.99 for each additional card, I would prefer not to need to do this twice. That doesn't even get into the fee for each additional card and the charge to duplicate my channel lineup.

    Any info would be a big help.
    Thanks!
    Dan
     
  7. Fofer

    Fofer XenForo Rocks! TCF Club

    82,085
    286
    Oct 29, 2000
    :eek: They charge for that? :confused:
     
  8. dpfels

    dpfels New Member

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    Sep 14, 2007
    They would charge me for the air that their installer breathes while in my apartment, if they could find a way to measure it. ;)

    Really, given how many different answers to my cable card questions I have received, I am not entirely sure what I will be charged when this is all said and done. However, it breaks down something like this.
    First cable card: $1.75/month
    Second-fourth cable card: $1.75/card/month +
    $2 channel lineup duplication fee/card/month.

    For obvious reasons, I would like m-cards, since it cuts all of the expenses down by quite a lot!

    Dan
     
  9. keefer37

    keefer37 New Member

    2,233
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    Oct 2, 2001
    Durham, NC
    This pretty much echoes my experience yesterday here in Durham, NC. Anthony is the guy to ask for regarding Cable cards in Raleigh-Durham's Time Warner. They went as far as to say the two single cards in the TiVo could damage it. So waiting for a call back to reschedule with a Mcard. clcbmason, any word from the guy yet? I'm trying to call them back now.
     
  10. Kablemodem

    Kablemodem Get the ketchup.

    19,273
    3
    May 26, 2001
    Sherman...
    They charge us too, but it's built into the $1.75 fee per cable card.
     
  11. George Cifranci

    George Cifranci Viva La Tivo!

    680
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    Jan 30, 2003
    Columbus,...
    Speaking of M-Cards, my S-Card in slot 1 of my Tivo Series 3 got put into a "Upgrading Firmware" state. Time Warner Mid-Ohio doesn't usually do firmware upgrades over their network (they haven't upgraded their Cablecards firmware in 2 years). I have a technical contact at TW (who has a Tivo S3 there) who said that there is a bug in the firmware I have (May 2005) where the CableCard gets confused and goes in to a "Upgrading Firmware" mode. So they sent out a cable guy and he brought an M-Card. It was a nightmare because I think they forgot to unpair the original card and they ended up being there 2 hours and left with the M-Card not working. They were going to send someone out on Monday (today) but something happened since the time they left Saturday because sometime on Sunday it started to work. I saw my Tivo reboot on its own so that might have done the trick.

    In any case I now have a M-Card in slot 1 (running in single stream mode) and a S-Card in Slot 2. The M-Cards are interesting because under the CableCard settings menu there are a bunch more option/diag screens that the S-cards don't have.
     
  12. BruceShultes

    BruceShultes New Member

    406
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    Oct 2, 2006
    Albany, NY
    AFIK, even though the manual that comes with the S3 says that you should be able to use an M-card in slot 1 with no card in slot 2, it will not work with the current version of software on the S3.
     
  13. randymac88

    randymac88 New Member

    78
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    Feb 29, 2004
    Anyone else being charged *4.25* per card, instead of the $1.75, because they added a $2.50 "mirror charge" to mirror my cable box's channels on to the cablecards? It seems very odd to me, but the rep was adamant that the charge was legit and correct.
     
  14. dpfels

    dpfels New Member

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    Sep 14, 2007
    Is this in NYC?

    That is what the told me, too. However, once an experienced rep went over my bill, it worked out slightly differently. Apparently, once you go over to cable cards entirely, you lose all of your discounts for bundling different services. As a result, all of the prices are a la carte. In the end, I found that replacing two cable boxes with two Tivo HD's was going to cost me $2/month more (!) on my cable bill due to the loss of discounts.

    However, if you are keeping one cable box to maintain a bundle (assuming you have more than one TV in NYC, then the cost goes down by a bit. In my case, I am losing the $8.95 DVR rental service and the rental price of a cable box. However, there is an extra $2.50 channel doubling charge, as you mention (this is, apparently only required in the event of a bundle). It winds up being cheaper this way, but I only get one HD box (the other will remain SD).

    If you are confused, you are not alone. Even the Time-warner reps on the phone had a hard time telling me what the change in my bill would be after the cable cards.

    In summary: If you are going over to cable cards alone, with no box, you will not pay the extra $2.50 (only the $1.75 card rental). However, you will lose any discounts you might have had, and your price may go up, overall.

    It is a racket (and FCC regulations are clearly easy to end-run)!
    Dan
     
  15. pkscout

    pkscout Active Member

    3,928
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    Jan 10, 2003
    Honolulu, HI
    Technically you can put one M-card in slot one and no card in slot 2 and it will work, but only as a single tuner device.
     
  16. pkscout

    pkscout Active Member

    3,928
    0
    Jan 10, 2003
    Honolulu, HI
    Don't feel bad. When I lived in Las Vegas Cox charged $3 per card and and $8.50 mirroring fee.
     
  17. echoout

    echoout Beer Drinker

    59
    0
    Sep 8, 2007
    Austin, Texas
    Well, here's my initiation into the CC/TWC world.

    1) Last Monday, Sep. 10, scheduled TWC to bring 2 cablecards Monday, Sep. 18, requested technician with CC/Tivo S3 experience, was blown off.

    2) Yesterday, Monday, Sep. 17, 2nd party tech shows up, seemed quite capable and very familiar with CC/Tivos. Had four cards with him, all from mid-2007. Were waiting for the EMM validation (or whatever) on the first card which never happened. He tried to contact the DNCS office who weren't in (!). Oddly, TWC told him to move on to the next job. So, he left me with one card waiting to validate and no other news on what to expect.

    3) Today, Tues Sep. 18, called the tech to see if he knew what was up, which he didn't. No EMMs on Tivo screen. Called TWC to see what was up, they thought I was all set up, so I told them what happened and they scheduled a supervisor to come out tomorrow (Wed. morning). Later in the day I got a bug to troubleshoot so I called TWC and a really nice tech answered. He said my card looked paired from his end and had me check the channels. Sure enough, most showed up minus anything premium and/or in HD. He suggested redoing the Guided Setup would fix everything for that card which, of course, it didn't. I told him a supervisor was coming in the morning but he said he had no record of that, which someone in customer service confirmed. They scheduled another tech to come out Thursday Sep. 20.

    So, anyway, I have one card that can see SOME channels and TWC are totally confused. Luckily, you guys prepared me for this and so I'm not too irritated.

    Will they ever get it right?
     
  18. clcbmason

    clcbmason New Member

    15
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    Sep 16, 2007
    Chapel Hill NC

    My appt. is today. keefer is right. If you live in Durham/ Chapel Hill you have to get Anthony on the line. Also if there is a failed visit, ***** enough and the install fee will be waived. Just go high enough on the customer service ladder and mention that Dish has 100 Hd channels (they dont know that Tivo wont work with Dish/ Direct TV). I am on for today PM and will update tomorrow with hopefully words of wisdom and not more frustration.

    As an aside Anthony from TWC said they have had serious arguments with the TIVO engineers about whether this machine was really ready based on the status of M cards. At one point he said that he and the TIVO tech were shouting and cusing at each other. Gotta love that. Stay tuned.

    Keefer I will send you and email tonight.
     
  19. echoout

    echoout Beer Drinker

    59
    0
    Sep 8, 2007
    Austin, Texas
    So, the original tech showed up out of nowhere this morning (thank god i work from home) and made more calls to TWC. He seriously (SERIOUSLY!) talked to 8 people at TWC who couldn't get the card going. He finally got through to DNCS and the card was working within a minute. What the crap is that? Anyway, his other cards were duds so I'm still waiting. The single card works as good as could be hoped for, all channels look slick, minus the ones I no longer get!
     
  20. cjhrph

    cjhrph New Member

    36
    0
    Sep 11, 2003
    Had my cablecard install yesterday by TWC in Utica, NY. The installers were contractors and had never done an install before. However, they were nice and let me help them through the included instructions. They brought two Scientific Atlanta S-cards dated 1/2007. We got the first card up and running ok after the firmware update wait. When we inserted the second card it was recognized and no firmware update was necessary. While we were waiting for the card to be "hit" they left and said they'd call back to confirm it was working ok. Well, it never took and they never called back.

    I rebooted the machine and it the "upgrading firmware" appeared on the TiVo. After it was done the card was in a "waiting for CP Auth" mode. On a hunch, I figured that they messed up the host ID of the machine and the card was paired incorrectly. I called TWC and after speaking with 2 different people, they discovered I was right. They got the card authorized ok but now it's stuck on "waiting for EMM's" and wont take the hit from the cable head end. It's able to display all the analog channels just fine, but wont decrypt the digitals at this time.

    Looks like I am now waiting for another installer on Saturday to show up with another cable card.

    Just so your aware, I did receive the lecture about the TiVo already being rendered obsolete due to the SDV employment. There are a few channels on our system that are SDV. HBO-West feeds, ESPN2, AEHD, UHD, HDNET, and a few others.

    Im hoping that TiVo can rectify this problem in quick fashion....
     

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