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Official Time Warner Cable Thread

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

  1. Peter000

    Peter000 Well-Known Member TCF Club

    19,808
    71
    Apr 15, 2002
    Red Wing, MN
    TW NYC just added a bunch of new HD channels! Included:

    MTV HD
    History HD
    A&E HD
    Food HD
    LMN(?) HD
    Home Garden HD
    National Geographic HD (not sure this is new... it's not listed in the New Channel message, but there)
    Golf VS? (I don't know what the VS stands for, and it doesn't have an HD signifier)
    TMC HD
    NHL HD

    The problem is, the only new one I'm getting is the NG channel.

    I wonder if they're just not completely rolled out yet, and TiVo jumped the gun.
     
  2. bananaman

    bananaman New Member

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    Jul 18, 2005
    The new HD channels are "Woodside, Queens (ACQ) only".

    NGHD is already part of the TWC NYC lineup.

    I'm looking forward to the new HD channels being available everywhere... might be time to ad that eSATA disk.
     
  3. deancruse

    deancruse New Member

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    Aug 10, 2007
    Austin, TX
    OK - finally in business, thanks to one amazing TWC employee who is apparently a Tivo fan as well. Not sure if I should give him public kudos, lest his employers come down on him for supporting a non-TW box, even though his customer service was exemplary. Apparently, the person (from the head unit team) had to hit my card in order for it to get associated properly with my account and pick up premium and HD channels.

    Throughout this process (from acquiring the TivoHD to finally getting up and running) I dealt with 10 different TWC Austin personnel, not counting the people to which these people talked. Of the 10, 4 were either incredibly rude or flat out lied to me, 4 didn't have correct information even though they thought they did, 1 was very knowledgable but unable to complete the job due to others being in meetings (no lie!), and 1 was an absolute rockstar, not only knowing exactly what needed to be done to get me working, but even proactively reaching out to help me without my asking. Even with that (thanks again , man), 80% of the people with whom I interacted provided unacceptable service. Pretty unbelievable.

    In my company, if 40% of my employees were rude or lied to customers, I would be out of business. They would also be summarily fired. If another 40% were not adequately trained to support my customers, I would fire the person running the group.

    Any wonder TWC has lost over $16 billion in market value over the past year?
     
  4. SCSIRAID

    SCSIRAID Active Member

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    Feb 2, 2003
    Vero Beach, FL
    The rockstar was probably our own cableguy763 :)
     
  5. JYoung

    JYoung Series 3

    28,888
    106
    Jan 16, 2002
    Los Angeles

    Any chance those are SDV channels?
     
  6. JYoung

    JYoung Series 3

    28,888
    106
    Jan 16, 2002
    Los Angeles
    Got a mailing from Time-Warner today pushing their "All the Best Package".
    Looks like they raised the rates from $99.95 to $114.95 a month.
     
  7. JOL

    JOL New Member

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    Nov 21, 2007
    My CC install has been an absolute nightmare (just like everyone else here). During the first appointment, the tech said that he was their "go-to guy" for cable card installs. After 2 hours, however, I was still not receiving a number of my HD channels as well as some other non-HD channels (such as Fox Soccer Channel, which I subscribe to via the Variety Tier).

    They sent another guy out this morning at 8am (I had specifically requested M-cards this time). He also claimed to be well-versed with cablecard installs. After 30 minutes of fiddling around, he told me that it was a TiVo issue, and that there was nothing he could do. Instead, I would have to call TiVo and have them walk me through the fix. After he left, I called TiVo only to be told that the reason that so many of my channels was missing was that the second card had to be reauthorized, which is something that the cable company handles.

    I called TWC, and the woman told me to bring my S-cards in to be exchanged for new cards, and I explained to her that I had been told (by their own people) that an authorized tech would have to install the cablecards and that I couldn't do it myself. Finally, she told me that an order had gone out requesting that a tech come back to my apartment to fix the cablecard issue. This time, I will insist that the guy just install the M-Card rather than take his word that it's a TiVo problem - it seems like the TWC (and perhaps the TiVo) guys are just passing the buck because someone doesn't know what the hell is going on. The best part of it all? I called them around 10am, and they told me that I have to sit at home and wait for someone to come out between 10am and 7pm. Wonderful.

    Also, the TWC tech said that he had spoken to his supervisor, who is a cable "veteran," and that his supervisor informed him that cablecard subscribers would no longer be able to receive any HD channel over 413, which is pretty much all of the HD channels other than the local channels. What the hell is that all about? If this is true, it seems as if TWC is simply trying to push its subscribers towards using their boxes. Can someone shed some light on this issue?
     
  8. cableguy763

    cableguy763 New Member

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    Oct 29, 2006
    Austin
  9. JOL

    JOL New Member

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    Nov 21, 2007
    I have read a few of the posts regarding SDV, but I am still confused - are all of Time Warner's HD channels (in Orange County, CA) now on SDV? That seems ridiculous, given that I am paying for a service where I don't even receive what I am paying for. If one or two channels were missing, I could accept that - but all of my HD channels (other than local channels)?

    According to that link that you posted, FIOS isn't affected at all by SDV. Maybe that's the way to go. Anyone have any experience with FIOS? I wouldn't mind switching over to FIOS for internet and TV and then Vonage for my phone service.
     
  10. cableguy763

    cableguy763 New Member

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    Oct 29, 2006
    Austin
    From you earlier post, you are missing most of the channels because your cablecards aren't authorized to get encrypted channels. Once they get authorized, you will get most of them. I can't tell you off the top of my head (Orange county isn't using SDV yet), but cablecard customers should get just about every HD channel they offer. From this link: http://www.timewarnercable.com/Corporate/Products/DigitalCable/HDTVpage.html they say at the very bottom that *not all services are available to cablecard subscribers
     
  11. JOL

    JOL New Member

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    Nov 21, 2007
    Since one of the two S-cards aren't authorized (according to TiVo), wouldn't it be simpler for everyone involved if the TWC guys just install one M-card (so that they'd only have to worry about problems with one card v. two)?

    In any case, I'm sure that everyone here would agree that it's frustrating that we pay TWC good money for X number of channels but, because we use cablecards, we only get Y number of channels. That doesn't seem right, does it?

    Now, does FIOS have this same problem with cablecards?
     
  12. mmcgown

    mmcgown New Member

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    Feb 7, 2002
    Austin TX
    Hello cableguy763,

    You seem to be the expert on TWC Austin.....I'm expecting the tech on Tuesday the 18th to install two cards in my TiVo HD. I've had the same experiences as others in this forum.....first told I could pick up the cards and install them myself......misquoted prices......and no definitive answer on whether I will be getting a single M-card or two separate cards.

    Do you know if Austin TWC installs M-cards? And, except for the extra $2.65/month, does it make a difference whether I have one M-card or two standard cards?

    Here's hoping I get a tech who's done this install a few hundred times and knows the ropes!
     
  13. cableguy763

    cableguy763 New Member

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    Oct 29, 2006
    Austin
    Austin definitely has M cards. I believe that is all they are issuing these days. You will only need one M card for your TivoHD. Most of our techs have really gotten it together this last year. You are just seeing understandably frustrated people venting on this forum. People that had successful installs are busy watching their new tivo, not posting on this forum. If you have any problems at all, or any questions, let me know and we will get it worked out.
     
  14. mmcgown

    mmcgown New Member

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    Feb 7, 2002
    Austin TX
    Absolutely! I'll let you know how it goes--good or bad!
     
  15. cab2

    cab2 New Member

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    Sep 17, 2004
    Austin, TX
    And I gotta say I think much of what austin has 'gotten it together' has to have been because of cableguy! Thanks a bunch sir. You are a shining star in TWC Austin, amidst a pool of 'other' classes of people. I was relatively lucky a year ago when my S3 was installed in that we didn't have any significant problems in my install. I've been following this thread since day one and it amazes me the problems some folks have had and how lucky I was. Cableguy this is no reflection on you, but it sure seems like TWC has some serious training problems. I really do appreciate everything you have done for everyone here, and for your company, to smooth out the bumps. I hope santa drops something very nice in your stocking.
     
  16. JOL

    JOL New Member

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    Nov 21, 2007
    It seems like the training problems aren't isolated to Austin. I called Time Warner this morning because the tech who was supposed to come back yesterday to install my M-Card never called (or showed up).

    As you recall, the tech told me that TWC Orange County was no longer broadcasting anything other than my local HD channels if I used a cablecard.

    Anyway, I told the tech support lady over the phone what had happened, and she was able to reauthorize my second cablecard and VOILA! I am now receiving most of my missing channels, including the HD channels that the tech said I could no longer receive. I noticed that ESPN2 HD is still missing, but at least I am now getting most of my channels. It seems like a lot of these techs are not trained in how to use cablecards, and are given bad information which they pass onto their customers.

    However, I did ask that a tech come back and install the M-Card like I originally requested.
     
  17. whiteshaft

    whiteshaft New Member

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    Jul 15, 2003
    Valley Glen, CA
    Hey all. Been reading this thread for a while now in anticipation of getting my own TivoHD hooked up; I will say that this board has been a valuable resource and having that information and knowledge really helps with the unholy mess of the installation process.

    I purchased my TivoHD and wireless-G adapter two weeks ago (from this site -- great price!!) and called TW to ask about the cards. The rep informed me that installs were very delayed right now but I could pick up the cards at the TW store here in Van Nuys -- which was totally BS. Note to anyone who lives in LA: you can't pick up cards. If someone tells you that you can, chances are the person at the store will say NO. No two people at TW will ever give you the same answer on anything. That's okay though, because you don't want to install them yourself.

    One week later: it took 3 different guys, two days and a stack of cards to get things up and running. The first guy was a contractor and didn't stick around to properly test all the channels (contractors get paid by the job). I was only receiving the basic channels and the rep told me to wait a couple hours for the expanded and pay channels to "download." But I knew this was wrong because the card screen had a lot of NOs and KEY_MISSING where there should have been YES's and SUBSCRIBED. So I wait two hours then call back, asking the rep to try and re-pair the cards (I had called Tivo in the interim and this was their suggestion.) No dice, so they dispatched another installer for later the same day. This guy was TW and he really knew his stuff; he came in with a whole stack of cards and got the one tech on the phone that he knew was able to help him. He told me that there were a lot of good techs on during the day but at night you're lucky to get anyone good on the phone to help with activation. Unfortunately, he had several dead cards and despite their knowledge and elevating the situation to "Tier 3" status (Defcon 3?) we still had nothing better than basic cable channels. Finally the installer had a eureka moment and asked the tech to check the queue: every time a cable box or card is activated it sends a request to the central office; when things get busy the newest requests get put into a queue to wait their turn. Well the queue had 1500 requests in it, so clearly mine was somewhere near the end! By this time it was nearly 7:30 and the tech was about to leave so the installer told me to wait until morning to see if the cards activated when the queue cleared. By midnight one of the cards finally showed SUBSCRIBED and I had all my channels including HD but the other one was still showing only basic channels. Another TW guy came out the next day with new cards but before he tried any of them we restarted the TiVo and the second card finally activated.

    I feel like nobody really knows how to work with the cable cards properly yet, or else the whole standard is a bit flawed and needs revision. They're not an easy plug-n-play solution, especially when interfacing with the cable companies' network. If you're lucky you'll get a dedicated installer who knows a good tech he can call. The guy also told me that some installers don't label the bad cards or write down the error codes on them, so that keeps bad cards in circulation. To their credit though, TW apologized for the bad info, waived the install fee, and kept sending people out until the problem was resolved. And at no time did anyone tell me they didn't have cable cards or try to sell me their crappy Skivo box, so that's something.:D

    And HD TV looks AWESOME:up:
     
  18. lgoree

    lgoree New Member

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    0
    Jan 11, 2003
    After much back and forth, the inflexibility and incompetence of TWC NYC customer service technical support continues.

    Replacement Tivo Series 3, same working cable cards. No EMMs received. Called to reauthorize same cable cards with new Host IDs. "We'll send out a technician."

    "To do what?" I ask.

    "To get the new Host IDs" she replied.

    "Oh, that is simple" and I gave her the new Host IDs. Heck, the screen even says, "This screen is displayed on behalf of your cable provider" and says, "In order to start service for this device, please contact customer service..." and nicely gives you the CableCARD number and HOST ID. How simple is this for someone at TWC to simply enter into the screen and send me my EMMs.

    My guess is that it is a union thing. Have to keep up the number of service calls since having a customer just providing information on the screen might make the technician obsolete.

    Please, let me have Fios in Manhattan, if only to open up some competition to simulate better customer service. I shouldn't have to stay home for four hours, waiting for a repair person, who will come in, look at my screen, write down the HOST IDs that I already gave them and call them in with the cable card numbers they already have. Betcha the guy comes with new cable cards and I have to argue with him not to pull out the working cards and have to talk him through the process!!

    With TWCNYC is is never easy.
     
  19. mmcgown

    mmcgown New Member

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    Feb 7, 2002
    Austin TX
    Eagle tech Joel S. installed first single card (he had no M-cards)........never got authorization. Later, another Eagle tech John arrived with M-card. After multiple hits, authorization received, but EMM has stayed at zero, so no premium channels. Call to TWC tech today says requires another tech visit, but I don't see why. Agreed to do so anyway, but what's the point?

    TWC phone tech today says I will never get HBO because it is switched video, and says I will never get any SV channels on an M-card.

    Asked me if customer service rep had told me that upfront--I laughed.

    Any suggestions?


    FYI re my setup: one wall jack; half split to cable box for Tivo2 (lo-def); other half split to Tivo3HD.

    Question: I asked customer support whether it mattered that I had a cable box and cablecards coming off the same jack. Of course, they said NO because they had no idea what I was asking. Do you think it matters?--that is, do you think splitting into the box may interfere with the card signal?

    Any and all help is appreciated.

    This is what I get for being an early-adopter/guinea-pig!

    PS--tech Joel was super A+. I think any problems he had were only related to "downtown techs" not able to push the right buttons.
     
  20. cableguy763

    cableguy763 New Member

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    Oct 29, 2006
    Austin
    mmcgowan-
    I just sent you a pm. Look it over and I can get you fixed in like two minutes. East coast HBO's are not sdv, neither is HBO HD.
     

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