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Official Time Warner Cable Thread

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

  1. mack89464

    mack89464 New Member

    Jun 5, 2007
    :mad:Los Angeles - TiVo Series 3 - awful service from Time Warner.:mad:

    One of my CableCARDS failed in my TiVo series 3.
    I phoned 4 days ago and explained to a guy on the phone what the problem was. One of the cards shows all programming - the other card only shows up as far as 32. The guy on the phone kept telling me to visit www.zap2it.com to look at what programming was available (I'm not joking). So I hung up and called back to a brighter technician who booked a service call for me.

    Service call disaster.

    Today, Sunday Dec 23 I was supposed to have a visit between 10-12pm. No one showed up and I called the support center at 12.01. The lady I spoke to said the technician was on his way and would be there "any minute now". 45 minutes later he hadn't arrived so I called again and spoke with Giovanni. He explained that I would be put on hold while he spoke to his supervisor to see what was happening. He put me on hold and 25 minutes later the phone line went dead.

    Finally around 2pm the two technicians show up. They had no call sheet for the job and had no idea why they were there. I explain that it is a CableCARD issue and they said "oh - we'll never get this working today - there is no one good working back in IS on a Sunday"

    They come in - look at my setup and decide its better not to try installing anything as, after speaking to someone back at base, its decided that there is no one available to help that them is competent with the new Motorala "M" cards. I supposedly have 2 older cards that are no longer supported.

    They left without doing anything and have promised me they will return on Thursday at 9am. We'll wait and see if that actually happens. The two technicians were nice guys and very friendly but it appeared that they were stuck with no one at the other end (dispatch?!?) who could activate the cards reliably.

    Time Warner continues to suck as a company with poor customer service and horrible phone support when you call in.

    I'll post a follow up if they show up on Thursday and actually install the cards.
  2. losclrk

    losclrk New Member

    May 6, 2004
    New question regarding Time Warner . . . at least I haven't seen it answered yet.

    We have had Tivo for four years, but bought a HD TV and added a Time Warner DVR to our household to get HD, and moved our Tivo to a different room. Now we've decided that there is no DVR like Tivo and we have ordered a new Tivo. Do I have to call Time Warner to help make my tivo work, or can I use the Tivo from the DVR, as though the DVR were just a cable box?

    I really have had nothing but troubles getting things to work with Time Warner and I would like to avoid having them visit me again, if possible. If we had any other options in our area besides Time Warner, we would switch as soon as possible.
  3. ldudek

    ldudek New Member

    Sep 2, 2007
    You don't mention what kind of TiVo you ordered. Is it HD capable like the S3 or TiVo HD? If so, you will want to get cable cards for it. For those you probably will have to request an install from TW or you might get lucky and be able to pick them up yourselves and do your own install.
  4. Rick Texas

    Rick Texas New Member

    Oct 1, 2003
    Central Texas
    Here is my story, and I'm sticking to it! LOL!
    I live in Temple, Texas, just north of Austin.
    I bought my Tivo HD two weeks ago and had to wait until last Saturday to have my two cablecards installed. My first notion that something was wrong, the installer wanted me to pull my TV away from the wall. I explained that the cablecards were going in the Tivo, and he said he had never installed cablecards before this visit. He was not a Time Warner employee, but a contractor that normally would do a normal cable installation. He was a great guy, and I helped him with a lot of the installation. After he finally got both cards to marry the Tivo and TV he left. Well, I was getting all of my digital channels EXCEPT the one I watch all weekend. My TV never leaves the Food Network on the weekend. This is very strange because this is on channel 42, which I wouldn't think would be a problem. I also can not receive any of the West Coast HBO's or a whole list of HD channels that were just setup a couple of weeks ago. When I called Time Warner before ordering the Tivo, to find out what I would or would not get in the way of channels, I was promised that I would receive all of the channels I currently received, except the On-Demand channels, or the Pay-Per-View channels, which was not a problem for me. When I called Time Warner, the guy was very helpful in trying different methods to get everything reset, but nothing worked. I have a guy coming out next Monday to see if he can fix it. He will be a Time Warner employee, so I am hopeful everything will work out for me. I split my cable coming out of the wall and ran it into the back of the TV, so I can receive the Food Network until they can make it work through the Tivo.
  5. kingcull

    kingcull New Member

    Aug 21, 2002
    After 3 tech visits, success finally. My advice, as others have also said, is to make sure that the "SA Cablecard CP Info" screen shows "Auth Status: CP Auth Received" and the "SA Cablecard CA" screen shows that "EMMs Processed" is not 0. You may still get all of your premium channels while the tech is there, but if "EMMs Processed" shows "0" then they will go away in a few hours.

    The problem with TWCNYC is not the techs (who are very helpful) but the dispatchers back in the office who do not know how to authorize the cards properly.

    My long national nightmare is finally over!
  6. segert

    segert S-unit

    Dec 15, 2007
    TW contractor installer came out on 12/26 to install CC's in new Series 3 HD. He installed both cards, but couldn't get the second one to function as it showed in the system as allocated to another customer, so I said that I can live with just one for the short-run.

    On his way out the cable guy said that the remaining premium channels should be available in an hour or so. An hour came and went and no picture/video on any of the "CNN" or premium channels. Re-did the TiVo guided setup per the instructions. Broadcast and simulcast HD does work, but all I get when I change to a premium channel is the TiVo banner for what the channel/content should be, then the screen goes blank.

    Called TW and they scheduled an all-day appointment for 12/27. After hanging around the house all day a TW guy called me at 17:40 to say that they wouldn't be out because they didn't have any CC's in stock and that they would have to reschedule to 12/28 for an all-day appointment to troubleshoot, this time by a supervisor.

    I asked the guy who called me back to have the central office to do an initialize and then follow up with a "hit" as there is some mention in earlier threads that this fixed the "Auth: MISSING_PROGRAM_REKEY" problem that some people have seen. I have this particular problem. No change as of 18:27, so I guess I'll see what tomorrow brings. Evidently this isn't as easy as one would think it would be.

    Is it always like this with CC's?
  7. MickeS

    MickeS New Member

    Dec 26, 2002
    No you might be lucky and get someone at both ends (your house and the "dispatch") who knows what they're doing, but seeing that cable companies really don't seem to care much about this, far too many people have problems.

    And just so you know, when you only have 1 CableCARD in the Series 3 TiVo, it only works as single tuner, no matter the source. You need 2 or 0 CableCARDs to have dual tuner functionality.
  8. Rick Texas

    Rick Texas New Member

    Oct 1, 2003
    Central Texas
    I just checked my system, and both of my cards say "Auth Status:Waiting for CP Auth" - That may be the cause of some of my problems. I will be sure the tech sees that when he comes on Monday.
  9. kingcull

    kingcull New Member

    Aug 21, 2002
    Unless you have a bad card, this can be fixed by the dispatcher at the "office". They just need to "flick the switch". No home visit is required. However, communicating that to TW customer service is very difficult and frustrating. You may want to call and ask for a supervisor. Good Luck.
  10. archieleach

    archieleach New Member

    Jan 25, 2006
    For those of you who have posted or dealt with Time Warner in Charlotte, can I ask a question? Here's a conversation I had this morning after fixing a billing error on my bill:

    Me: So, if I upgrade to digital cable, there's just a small additional rental fee for renting a cablecard?
    CS: Yes, it's just 1.75/month
    Me: I have a device that takes two cards...so would it just be double the rental fee?
    CS: Do you have a TiVo? We don't support those.
    Me: Okay...
    CS: Is there anything else I can help you with today?

    To give her credit, she did see that my bill was wrong and fixed it. After reading this thread, though, I can see what she said about TiVo is clearly not correct. If and when I do want to (or can) upgrade to digital cable, what should I do or say to make sure that this isn't an issue I run into?

    Thanks everyone.
  11. stevec5375

    stevec5375 New Member

    May 31, 2005
    Austin, TX
    If patience is a virtue, then I'm not very virtuous.

    It all started on 12/19/07 when Time Warner Austin came to my home to install 2 cable cards in my new Tivo Series 3 HD. I won't bore you with all the gory details but here it is 12/28/07, almost 10 days later and I still don't have two cable cards that work. There have been countless technicians at my home.

    Yesterday was the closest they have ever come to getting it all to work properly. They had CC1 working completely. CC2, however, would not get all of its EMMs (2 of 39). From being there observing and listening to phone conversations between the backoffice and the field techs, it appears that some people on the backend are clueless as to how to send the proper "hit". One of the techs finally got a hold of a woman in a different group who was the only one who managed to get the EMMs to send to CC1.

    Last night, I rebooted the TiVo because I just had to know where I would stand in the event of a power outage. When the Tivo came back up, both cards had lost all of their EMMs and had gone back to zero.

    Knowing what I know now, I would NOT recommend the combination of Time Warner Cable Austin, TX and Tivo Series 3 HD. It is not ready for prime time.

    I am so aggravated with Time Warner and their staff that I have filed a complaint with the City of Austin office that oversees their franchise. In addition, I filed a Better Business Bureau complaint as well.

    It is no secret that Time Warner HATES cable cards and makes it as painful as possible for its users because they do not like the federal mandate that they have to support them. Furthermore, they want to "rent" you a cable box for more money and they cannot charge more than $5 per month for cable cards.

    I find it hard to believe that a multi-billion $$ corporation can't get its act together and make sure things work properly before they roll it out.

    My biggest headache is that we don't have any choice in Austin. Grande Communications is the only other vendor and they are not in my part of town. Dish Network doesn't support the Tivo HD Series 3.

    This whole thing has made my holidays very unmerry!
  12. pkscout

    pkscout Active Member

    Jan 10, 2003
    Honolulu, HI
    They don't have to "support" the TiVo, but you should remind them that according to FCC regulations they must provide CableCards to any CableLab certified device, and that the TiVo S3 and HD are both CableLab certified. If they persist in denying you, ask for their supervisor. Keep doing that until they give you the correct response. If nobody will, then let them know you will be reporting them to the local franchise authority and the FCC.
  13. jsshattuck

    jsshattuck New Member

    Mar 19, 2003
    Charlotte, NC
    I have some good news and some great news for you. First of all, TW Charlotte does indeed support the TiVO Series 3 with CableCARDs, it's just that that they don't support it from a technical support standpoint as they would their DVR or STB. They will charge you for 2 CableCARDs, but once you have them initialized properly, you're good to go. That's the GOOD news.

    The GREAT news is that in October TWC added several new HD channels using SDV (Switched Digital Video--see thread on SDV if you are not familiar with it). Since the TiVo 3 cannot handle SDV, we were either force to do without the new channels or pay $10/month for an STB. Today I visited the TWC website and discovered that one of the channels (Golf/Versus) had been moved to the basic tier. A light went off in my brain that said if that was true, pehaps it was no longer using SDV and could be viewed and recorded by my TiVo. In fact that is true for that channel as well as all the other new HD channels.

    Looks like TWC has seen the light about selecting SDV channels, and at least for now, new HD channels will have dedicated frequencies and will work with CableCARDs.

    SCSIRAID Active Member

    Feb 2, 2003
    Vero Beach, FL

    Its great news... but... without TWC backing that up with a statement, you may be jumping to conclusions. Here in Raleigh, TWC announced (via letters sent to cablecard customers) that we would be losing certain channels and would not receive any new channels due to the future implementation of SDV. The date for losing the channels has come and gone but the channels are still there. Three new channels were then added which were not available to cablecard. Last week, three more channels were added and low and behold those channels plus the previous three are now available to cablecard. I sure hope you are right but what TWC giveth... they may taketh away... :D

    One downside thought.... The three newest HD's are all on one channel and thus are bandwidth starved and dont look so good.
  15. skaggs

    skaggs AlbanyHDTV

    Feb 13, 2003
    Albany, NY
    Same thing happens to me here in Albany, NY. It has happened on each of my HD TiVos. When it happens, I can tune the local HD channels...NBC, ABC, CBS, etc, but not the other national HD channels like Discovery HD, A&E HD, ESPN HD, etc.

    The first time it happened about a month ago, I called TWC and they set up a service call. The day before the service call, I rebooted the HD TiVo and repeated guided setup and...magically I could tune all the channels. I called and cancelled the service appointment.

    It happened again to the OTHER HD TiVo yesterday. I could tune the local HD channels, but not the nationals. I have rebooted 3 times now...with no success. Also, all the non-SDV SD HBO's, Showtime's, and Cinemax channels would not tune. I called TWC and they are coming out Monday. I'll try to reboot a few more times before Monday.:(
  16. mack89464

    mack89464 New Member

    Jun 5, 2007
    Quick update to my previous thread about the ongoing failure by TW SoCal to get my dual cards up and running in my TiVo series 3HD

    They sent a technician back to site yesterday. He spent SEVEN hours on site trying to get both "M" Cards working with no success.

    IS spent ages on the phone helping him and trying to figure it out.
    I was left with one card showing all tiers I'm supposed to get. The second card won't show anything above local feeds.

    Time Warner said it must be a faulty TiVo and I should ask TiVo to do a service on it. I called TiVo support today and in 2 minutes the TiVo tech identified that the cards were NOT paired correctly.

    I called back Time Warner and got someone who knew nothing about CC and said she could send a normal hit to the box and this would fix everything. I told her it wouldn't and I needed someone on the phone who knew CC and could fix the pairing for me. No luck. I have to wait 24 hours for the hit to get to my box as they have a back log but she continued to claim this would somehow cure everything.

    I'm close to giving up and going with the Time Warner DVR solution.

    Anyone got any suggestions? Right now I'm at a dead end.


    PS - I have to add that the onsite technician was wonderful. A great guy who tried his best and stuck at it as long as he could. However the Time Warner call center is awful. I called in the other day and spoke to 9 people including "Miles" who pretended to be a supervisor. Every single time they would transfer my call they would not introduce it to the next person so I'd have to start from the beginning again. Every person I spoke to put me on hold and then I'd get bounced to another group. Disgusting service.
  17. abredt

    abredt West Valley TW L.A.

    Nov 4, 2004
    I think you only need one M card, but two S cards.

  18. MickeS

    MickeS New Member

    Dec 26, 2002
    Could be a faulty card, seems like many here have experienced that. I'm sorry about all the troubles. :(

    The Series 3 can only use the M cards in single stream mode, so if M cards are used, there still has to be 2 of them.
  19. bhalec

    bhalec New Member

    Dec 28, 2007
    So I'm a former series 2 user who now uses the HD DVR from Time Warner in New York City. I'm seriously considering getting the HD Tivo but after reading a lot of posts it seems that the whole cable card issue makes it more hassle than it's worth.

    Are we just seeing the isolated issues here or is this truly a widespread problem? Is it worth it?

  20. MickeS

    MickeS New Member

    Dec 26, 2002
    Depends on how you use your DVR. If you use it as a cable box and occasionally record shows on it, it's probably not worth it. If you use it as a recorder and occasionally watch live TV, it's probably worth it (depending on how much you like your current DVR and whether the networking aspect of the TiVo appeals to you). I wouldn't worry too much about the CableCARD installation problems, these are the worst cases here (although unacceptable nevertheless).

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