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Official Time Warner Cable Thread

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

  1. Aydin

    Aydin New Member

    Jan 11, 2008
    Found this thread via random googling. I'm very frustrated! My experience so far:

    -- I was conned into using the TWC DVR. I held out for three months, but I just bit the bullet and bought an HD Tivo.
    -- I called TWC and scheduled an appointment. They didn't have anything for a week.
    -- The day of the appointment, I unhooked the old DVR, set it aside, got the TiVo to the point where it needed to be, and waited.
    -- The installer actually showed up early, which was nice. He had never seen a TiVo before (or at least not an S3), and looked for the slots in the back. I managed to eventually convince him the slots were in the front.
    -- He did everything he could to try and bypass the firmware upgrade screen, which was just silly; if it needs an upgrade, it's going to have to go eventually, so what are you trying to accomplish? Based on my quick googling, I told him it could take up to forty minutes and he wasn't thrilled. But, after six attempts to try and bypass it somehow, he just gave in.
    -- It finally finished, but we didn't get any channels and it wasn't working properly.
    -- He read the serial number off to somebody at TWC, and they said they didn't have any record of it. They still tried to make it work, but their ultimate conclusion was that the cablecards were somehow fake (!!!). The contractor promised to come by tomorrow and get me hooked up with one that works. Without me noticing, he takes the old PVR back, meaning I have no TV at all.
    -- I get a phone call today from the contractors, letting me know they're out of cable cards and have no idea when they're getting more. Don't call them, they'll call me when they have more. But, if I want, they can set me up with a TWC DVR until some cablecards come in, at some undefined point in the future.

  2. trininuyawka

    trininuyawka New Member

    Nov 7, 2005
    Wow! :eek: I have an install tomorrow in Queens and if it goes half as smoothly as yours did, I'll be impressed. Why does it feel like I'm rolling the dice when it comes to TWC and cable card installation? It's been over a year since the Series 3 came out and there's STILL drama for many folks. Incredible.
  3. skaggs

    skaggs AlbanyHDTV

    Feb 13, 2003
    Albany, NY
    This morning, Albany TWC added 4 new HD channels using Switched Digital Video (SDV) technology, so we now have 13 HD channels using SDV and 2 HD On Demand channels, which makes them unavailable to me with my HD TiVo.

    When is that dongle thing going to be released? ...not soon enough!

    The current HD lineup from Albany TWC:
    1800 HD PPV
    1801 Showcase HD On Demand
    1805 TBS HD
    1806 WRGB-DT (CBS)
    1808 WXXA-DT (FOX)
    1810 WTEN-DT (ABC)
    1811 WMHT-DT (PBS)
    1813 WNYT-DT (NBC)
    1815 WCWN-DT (WB)
    1823 Weather Channel HD SDV
    1827 TNT HD
    1837 Discovery HD Theater
    1838 A&E HD
    1839 History Channel HD SDV
    1840 MHD (MTV HD)
    1841 HGTV HD SDV
    1842 Food Network HD SDV
    1846 CNN HD SDV
    1847 MSG HD
    1851 Fox Business News HD SDV
    1855 MOJO (included in TWC's HD Tier at $3.95 per month)
    1857 HDnet (included in TWC's HD Tier at $3.95 per month)
    1858 HDnet Movies (included in TWC's HD Tier at $3.95 per month)
    1860 Universal HD (included in TWC's HD Tier at $3.95 per month)
    1864 Lifetime Movie Network HD SDV
    1866 SportNetNY HD
    1867 YES HD
    1869 ESPN HD
    1870 ESPN2 HD
    1873 Versus/Golf HD SDV
    1874 Outdoor HD (must subscribe to Sports Tier) SDV
    1875 NHL HD (must subscribe to Sports Tier) SDV
    1876 National Geographic HD SDV
    1880 HBO HD
    1885 Showtime HD
    1890 Starz HD SDV
    1891 Starz West HD SDV
  4. BruceShultes

    BruceShultes New Member

    Oct 2, 2006
    Albany, NY
    Interesting how TW thinks they have they right to violate federal law. They have to support cablecards and the Tivo HD and S3 are both cablecard approved devices.

    The only way you shouldn't be able to receive any channels is if they have changed their full channel lineup to SDV.
  5. mmcgown

    mmcgown New Member

    Feb 7, 2002
    Austin TX
    In response to your comments that TW is no longer supporting TiVo and cable cards, show your local reps at TW this quote:

    “We’re strongly committed to ensuring that our subscribers who use CableCARD-enabled retail devices, including TiVo DVRs, have a satisfying and successful installation experience,” added Mike LaJoie, Executive Vice President and Chief Technology Office, Time Warner Cable. McSlarrow and Rogers said that cable and TiVo representatives are committed to continuing a dialogue to resolve any future technology issues that may arise.

    You can find the full story here:

  6. timckelley

    timckelley TCFer

    Oct 15, 2002
    Austin, TX
    Yes, it looks like you need to make the rep eat crow. And when he eats crow, you need to ask him how it tastes. :)
  7. mmcgown

    mmcgown New Member

    Feb 7, 2002
    Austin TX
    Just one further note--it is almost stupid for all of us to put up with inconsistent replies from local Time Warner locations. Mine in Austin happened to do pretty well. But if you're having TWC/TiVo/cablecard issues and you are not getting satisfaction from your local office, call TWC headquarters in Stamford CT and let them know of your problem. It seems likely that if enough people complain, things will change.

    Mike LaJoie seems to be the man in charge, and while you probably won't get to talk to him, there's no doubt his office staff will recognize a surge in calls complaining about locally inconsistent cablecard policies. As nearly as I can determine, his office number is 203-328-0600.

    It makes no sense for all of us to have all of these problems with a company that purports to provide its customers with good service. Let this man know if your local TWC company is not providing you with prompt and efficient service.
  8. mmcgown

    mmcgown New Member

    Feb 7, 2002
    Austin TX
    I know I am replying to my own message, but after I wrote it, and through the modern miracle of accidental communication, I actually talked to Mike LaJoie (he hit callback, I think).

    In a nutshell, he confirmed what I have said. Without trying to quote him or discredit his wish to stay out of the limelight, it seemed clear to me that TWC is firmly committed to cablecards and other local boxes. What I heard was--if TWC has to pay $400 to supply a DVR to a customer and fix it if it breaks, why wouldn't we be happy for the customer to buy it himself?

    I think any of you with local TWC stumbling blocks ought to seriously consider investing in a long-distance phone call to TWC's Stamford CT HQ office. Sometimes it takes a kick in the pants for the local offices to fall into line, but you will be doing all of us a favor if you make yourself heard.

    I'm not a TW stockholder or even one of their best supporters, but I do think that when they are prodded, they can perform. It's the prodding that they need.

    If any of you have ongoing cablecard/TiVo card problems, I hope you will reply to me privately, because although I can't make any promises, I may have a small pipeline into getting things sorted out.
  9. TxPres

    TxPres Member

    Nov 29, 2001
    Central Texas
    On Tuesday I had TWC here in Austin come out for the initial install. He was running real late (about 8pm) but did show up. The Tivo had been up and running using OTA and analog cable for nearly a week, so no guided setup was required.

    He installed an M-card, called in the info, checked a few channels, and left.
    I was out of town Wednesday so did not check things out. On Thursday, I noticed that I was not receiving some HD channels that were not Switched Video. :eek:

    I called TWC and he send a couple of ?hits? which did not change anything. Then they scheduled a truck roll for the next morning.
    Tech showed up this morning and switched out the M-card. No change. Then he wanted to check/replace all splitters. Said it was probably a signal strength issue. I told him to run a temp line from the curb directly to Tivo rather than crawl around in my attic. He did and there was no change. :D After that, it was pretty obvious that the problem was either a CC isssue or a problem with the "office".

    After a couple of hours with the tech talking to the office, they finally sent down 39 EMM's (?) and that fixed things.

    Not sure why they could not have tried that when I was on the phone with them the day before. Would have been a whole lot cheaper than sending a tech out.

    Currently I have the channels I am supposed to have. :) However, TWC in Austin is always adding channels to the switched list. I was told that new HD channels would be switched.
    In both cases the tech was very nice and courtious. The phone tech was also.

    Sure hope they get that USB dongle out soon.
  10. mmcgown

    mmcgown New Member

    Feb 7, 2002
    Austin TX
    I'm also in Austin and had a similar experience when the first non-TWC contractor showed up with cablecards and spent a long time on the phone with some intemediate tech.

    I don't know what they are doing exactly, but it seems that TW is allowing contractors limited access to the "hit the card" capability, and it doesn't seem to work.

    I spent an entire day listening to an Eagle contractor calling his boss to "hit the card" and it never worked.

    But when I finally reached a true network guy at TWC-Austin, it worked instantly.
  11. timckelley

    timckelley TCFer

    Oct 15, 2002
    Austin, TX
    Ever since I got my TiVo HD a few months ago, I've been wanting to buy an HD TV, but for now I've just got my analog cable hooked up to my TiVo HD, and all my TV's are SD. After reading these last several posts, I'm starting to think it'd be worth if it I at least wait until the dongle comes out before I go out and buy an HDTV.

    Actually, I think there's one or two HD channels I can get through my analog cable already (with no cable card!) but that's not very many channels to justify buying an HDTV.
  12. mmcgown

    mmcgown New Member

    Feb 7, 2002
    Austin TX
    Hi Tim,

    I don't agree with you....if you've already got a TiVoHD, then you are shortchanging your household if you don't get an HDTV. I'm in Austin, and with my MultiStream cable card, I'm getting a great picture on all but a very few switched video channels.

    If you are willing to go through a week or so of pain for getting a MultiStream cable card installed, you will be impressed by the quality of the picture and sound. True, there are some SDV channels that you won't get for a while, but you will get all of the premium channels that you choose to pay for in stunning quality, and you will get the local channels in whatever quality that they choose to broadcast.

    I understand the economics of buying a new TV. My best advice is to go with Amazon, find their best price, and let their White Glove delivery service WOW you with their low price and their willingness to deliver to your house, set up the new set, and make sure it's working to your satisfaction.
  13. rlay

    rlay New Member

    Sep 27, 2006
    I called TWC today and waited 25 mins just to schedule for my cable service to be disconnected, and their system dropped my call while I was waiting....and when I finally spoke to a human, it doesn't even get switch off until mid-next week...plus I have to bring the CableCards and Motorola box back to their offices. I'm keeping the RoadRunner for the time being simply because its been reliable and my job pays for it.... but any signs of trouble on that end, and I'll be setting up DSL with AT&T.

    They didn't even ask me why I was canceling (They probably looked at all of the CableCard related service calls I logged).

    In other news, DirecTV was installed 2 days after I ordered it by a very knowledgeable technician, who informed me that they will be releasing a Windows Media Server interface (announced at CES) which will give the system "to go" functionality. They did need to route another cable which was unexpected, but he did an excellent job hiding it. I get about 85 HD channels including locals I wasn't getting in HD with TWC. The compression/pixelation is noticeably improved (especially on SD channels and fast action HD scenes). I also like the way the system can be set to show the stream in its native format and allow for cropping, stretching, and pillowboxing....both on the TV and in the DVR itself. The HR-21 DVR interface is pretty good with a 320GB hard disk and SATA expandability. It's probably 75% on-par with the Tivo..... no suggestions, 30-second skip, and a few other nit-picky things...but it does the job, and there is so much more HD programming that it's worth the trade off.

    I'm keeping the Tivo and the service for the next few months until I pony up for a Sonos music system or a Logitech Squeeze Box Duet. I like having Rhapsody, the extra tuners for OTA channels+Tivo-to-Go for those shows, and maybe they do something with downloaded content.... I might splurge and transfer the service to an S2 just for Tivo-to-Go....Does anyone know if Tivo has plans to put Rhapsody on S2 boxes?
  14. FrogGremlin

    FrogGremlin New Member

    Mar 25, 2005
    Wilmette IL
    My son's new TiVoHD (Christmas gift) led him to cancel TW in El Paso. After getting the "no cable cards, no TiVo support" lies from the local office, he decided to go with DirecTV. The main satellite drawback had always been the lack of locals in HD. Now, with an old set of rabbit-ears (and direct line-of-sight to all the transmitting towers on the hills overlooking the city), he uses the TiVo for all the networks, and an inexpensive satellite package for everything else.
  15. verbaldave

    verbaldave New Member

    Jan 1, 2008
    Two contractors successfully installed a Motorola MCard into my TiVo HD this morning with minimal issues! (in North Dallas)

    They showed up 30 minutes into the 4 hour window (nice), and told me they had experience with installing CCs in Tivos. I was glad, but still cautious. After getting off the phone the first time they looked at some channels and said I was good to go, and started to leave. But I told them to check the "digital tier" channels (channels that you can't get out of the wall, and need a digital cable box for), and they weren't coming in yet. (my guess is that the Card was "Validated", but not "Authorized"). After waiting on them for about 10 minutes, I told Guy 2 to have them send an "initialization". After a 5 minute wait, everything was good to go. The whole thing only took 30 minutes. :D

    Under the "Conditional Access" screen I've got
    "Val:V", "CP:Enabled", and "Auth:S" From what I've read, those are the correct values. The three things they needed were the serial # off the card, the Host ID, and the Data # (both are found in the CableCARD Pairing screen).

    I currently have an SD TV, and have no premium or HD channels, so maybe that has something to do with it. I'll have my fingers crossed tho when I get an HDTV, and upgrade to the HD tier.

    I'll echo the previous poster who said that contractors are able to send "hits" to CableCARDs. Their support people were sending all the hits, but eventually had to call TWC to finally get it working.

    When none of my "digital tier" channels were coming in, the contractors seemed stumped. Their installation support people told them everything looked good. So Guy 1 called TWC directly and a talked to a really bitchy woman who said installers couldn't call directly, and that only the contractor's support people could call. So they called back to their support people and this TW chick had already called to hassle them about Guy 1 calling! What a ho! He was just trying to skip the middle man for the good of the customer (and his Saturday) and he got nothing but grief :)

    Thanks to everyone on this forum, and others! Because of you I was well educated and knew to stand firm and not let the installer leave before all the proper CC values were displayed!

    (The guy asked me if I worked at Best Buy or something since I knew so much about "this stuff" HA! tivocommunity.com baby!)
  16. Tom_The_BBT

    Tom_The_BBT New Member

    Jan 12, 2008
    Im a Charter Technician living in a Time warner system in Eastern NC .I had my CC install today on my Tivo HD ,took about an hour , They sent an inhouse tech who saw my work truck in the drive and knew I knew what I was talking about. It was his second Tivo CC install so he let me do most of the navigating while he made the phone calls the first card went in without a hitch ,Second one wouldnt work at first I made him have dispatch remove it from the account ( Host and data #s) and put it back on after removing it once, then we ran through auth again still no pic the dispatcher figured it out she hadnt balanced services for the account with the outlets, Also I didnt have them remove Their HDC 8300 OPAC DVR from my account yet so they wouldnt screw the outlets up that way either,Went pretty smooth and the tech was good cause he was willing to listen .All in all not a bad experience.Believe me I know having done them that CC installs can be a nightmare ,One problem though after guided set up no program data fro NGC HD ,FSN HD,and HGTV HD but these are new to our line up so I asumme this is an update snafu with zap2it or something
  17. mercurial

    mercurial Retro-Av

    Oct 17, 2002
    Caraleigh, NC
    Is it just me or has some of the framerates on the digital channels dropped in the Raleigh/Cary area? I wonder if they're compressing the heck out of things to get all those HD's online without SDV....
  18. trininuyawka

    trininuyawka New Member

    Nov 7, 2005
    If anybody gets a TWNYC tech named "Danny" as their installer, you are in good hands! This past Saturday he showed up at 9:55am for a 10-2pm window. Quickly knew what to do and where to go with my TiVo HD. Popped in a single M-card then waited for it to update it's firmware but after about 15 minutes it seemed to hang at 99%. Uh-oh. Restarted the TiVo and the firmware restarted back at 0%. UGH! But this time around it went faster and we got to 100%. Called dispatch for authorization. Blank screen even on basics like CBS, NBC, NY1, etc. Right away he knew the authorization didn't go through. Called dispatch again to re-authorize and this time we got the basics. Went to TNT on channel 3 and blank screen. Right away he said he saw this before and called dispatch to connect him to the IT Dept. Not sure what they did on their end but low and behold, 5 minutes later, all the channels are coming through (I don't subscribe to any premiums). So for one last test I ask him to go to 702 (CBS HD) to test out some HD channels. As the Tivo flickers to adjust the resolution to HD from SD, it reboots itself! UH-OH again! Don't worry he says...He's seen this before too. Wait a couple of minutes to let the TiVo power back up and immediately switch to 702. A little flicker and yes! We're in business! All in all, the whole install took about 45 minutes. He was calm, collected, knew what he was doing and was on a friendly, first name basis with dispatch and IT. Bravo Danny for all your help and expertise!

    All that's left is to finish watching the last couple of shows recorded on the TW DVR and then drop-kick that piece of crap back to TW. Couldn't help but smile all weekend as I re-programmed my Harmony 880 and re-established my season passes....using HD channels where available.

    If there was a "Danny" in every major TW service region, the world would be a beautiful place. =o)
  19. juggler314

    juggler314 New Member

    Dec 28, 2007
    Can anyone confirm if they have setup my account the correct way?

    Prior to switching to CC only I had a cable box and the pricing for the DTValue pack was 61.50 - single charge + some taxes.

    So I go the CC route with my TivoHD and now my bill reads:

    Cable Card $1.75
    DTV SERVICE $10.95
    BASIC SERVICE $14.25

    Which totaly 66.85 + tax. So now I'm paying *more* - this seems wrong to me...

    I did keep the cable box overlap for a few days, so this is my new bill after returing the cable box. The tech did seem a bit confused over how to "swap" out the converter for the CC.

    Thanks for any help.
  20. Mindflux

    Mindflux TiVowned

    Jan 16, 2008
    I'm in the process of buying an S3 HD TiVo box, but TW-Austin is giving me the run around. They want 35 dollars for some mug to come out and slide a cable card into my TiVo box?

    I was also told I wont get a number of channels, I guess those are the two-way channels (OnDemand, etc).. but the list seemed mighty long.

    Am I getting the run around here or what? I'm not paying anyone 35 bucks to come slide a card into a device slot.

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