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Official Time Warner Cable Thread

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

  1. labatt

    labatt New Member

    Sep 30, 2001
    It looks like Time Warner Albany is starting to switch channels over to SDV. Today we lost Nickelodeon and I don't know what else. When you switch to Nickelodeon on a TWC box it has "To start over press SEL" so it looks like they are adding some "features" I don't care about (and am surprised to see when I don't have a DVR sub or a DVR box) to the signal. I'm assuming this means it's using SDV or some proprietary something.

    EDIT: It looks like they've been offering the "Start Over" service for a while and I've just never seen it. It's only offered on certain shows, but it looks like it's expanding. When "Start Over" is enabled on a show, you can't access the channel. See http://www.timewarnercable.com/Albany/Products/Cable/start_over/channels.html for a list of channels enabled for "Start Over" at TWC Albany.
  2. Norm_bone

    Norm_bone Lord of the Turkeys

    Dec 4, 2001

    It took a total of 6 visits to get it right. TW tried to blame it on the Tivo, but at least they gamely kept swinging.

    In the end, they claimed that much of the complexity was caused by the fact that we were in "an old Adelphia area", which made the settings on the cablecards different. To get things set up "Steve" had to be in the computer room, because he is supposedly "The only person at TW Cincinnati who is authorized to change the listings of the cable cards."

    The resolution apparently was to correctly associate the host and data ID's with the server in the computer room. Once this was done, they were activated in 20 minutes.

    About a month later, an outage caused them both to stop working. (Along with every other cablecard in the Adelphia area.) Again, working with "Steve", we were able to get them correctly paired in about a half hour. My guess, from what they said, is that the server had been restored from a backup with the wrong information. They commented that the host id the directory was showing was wrong.

    I wish I had more useful advice to offer for people getting TW service. About the only suggestions I have are these:

    • Ask if you're in an old Adelphia area, since that will affect the way the deal with the cards.
    • If you're having pairing problems, don't bother setting up an appointment for a weekend or evening, since "someone has to be in the computer room"
    • Be aware that they might try and blame the Tivo, even if it's not the problem.
    • Make sure and mention that it's for a Tivo upfront, since most of the CC they're installing appear to be on TV's.

    With the right guy on the cable end and me reading out the numbers, everything was resolved quickly. Unfortunately, it took a month to get the right guy on the cable end.
  3. Stuck w TWCNYC

    Stuck w TWCNYC New Member

    Jan 20, 2008
    I'm in Manhattan and have had a Tivo3 mostly working with a single multicast card for a few months now after initially dealing with a few bouts of incompetence at TWC to get it going. I'm still not a satisfied customer. Has anyone else experienced the following?

    1. Periodically the cablecard just stops being recognized with a message indicating the service is not communicating with the card. To fix it, I have to reset the Tivo3, which appears to redo all the client/server setup calls (400+ blocks of data over thirty minutes).

    2. I feel I'm overpaying. TWC lists a pkg to have home cable for internet and tivo in a package called DTValue, but indicates it is only an option to those with cablebox. Users of cablecard they say must get the channels "ala cart", which in net effect means the first cablecard is ~$22, not $1.75.

    3. I pay for HBO but don't see 201 through 207, e.g. HBO2 and other channels as we did before getting rid of the cablebox. We only get 780 (HD HBO). A call to support was fruitless, he said it was the card itself -- wrong answer since 2 independent cards had the same problem (I have a 2nd cablecard on the TV). Completely clueless support, he basically pointed me to the aforementioned DTValue package and remedied with 1 free month of Cinemax, which then became a charge on my next bill. Gee, thanks, TWC!

    4. slightly off topic for Tivo, but it seems some knowledgable folks are on this forum. The 2nd cablecard in the TV periodicaly throws error 161-10 onscreen a few times a week. Turning off/on the TV makes it go away.

    I've written a long letter off to a "research dept." in Flushing NY, but remain skeptical these clowns have a clue, or more to the point, *care* to have a clue on how to support cablecard, and they don't mind that by their pricing and incompetence they are probably in violation of the 1996 law.

    I've never been a big fan of class action suits since going to a competitor is the best method for consumers to show displeasure, but TWC is clearly deserving of one.
    These guys need firm message, and for apt. dwellers, satellite is not a realistic competitive alternative, which makes TWC a true monopoly, and one that has run amuck and is not accountable.

    Any thoughts are welcome as would word from other NYC residents trying to use cablecards and interested in pursuing legal options.
  4. misc720

    misc720 New Member

    Jan 10, 2008

    FWIW, TW sent another tech out yesterday (Saturday), and he got it working in about 30-45 minutes. He claims the previous tech must have mixed up the host/data numbers, but he still ended up putting in a new card. And he had to ask someone on the phone to hit the card few times.

    Now I am getting all the channels I'm supposed to.

    It immediately started doing the choppy video thing during the football game, but a restart seems to have fixed it. I guess that is a common problem.
  5. jeremyeastburn

    jeremyeastburn New Member

    Jan 4, 2008
    After eight, yes, count them EIGHT visits from Time Warner Cable technicians (Charlotte NC area) I finally got my Tivo Series 3 HD up and running with dual cable cards. I got card after card from the techs and they were all defective (would jump right to the "Updating..." screen with no end in sight). We finally got it working by inserting two "M" cards (multistream) in both slots and that did the trick.

    But my question is, when we put in the M-cards the diagnostic screen still says "one-way" instead of "two-way". Is there anything I have to do to get the Tivo to recognize the M-cards as two-way cable cards? Or is TWC screwing something up? Thanks for the ideas.
  6. derekcbart

    derekcbart New Member

    Sep 1, 2005
    Los Angeles
    The Series 3 can use m-cards, but only in one-way mode. TWC Los Angeles originally tried to use m-cards in my S3 when I moved, but they wouldn't work and I had them use s-cards instead.
  7. MickeS

    MickeS New Member

    Dec 26, 2002
    Both M and S cards are one-way cards in your TiVo. Nothing TWC is screwing up about it. :) And in the Series 3, the M cards will only work in S mode.
  8. Kit_C

    Kit_C New Member

    Oct 29, 1999
    TWC San Diego came out this week and installed an M-card in my Tivo HD. It went much smoother than my previous Series 3 install. Total time was about 30 minutes, and no problems since. TWC San Diego charges $1.75/per card, regardless of whether it is an M-Card or S-Card, and no outlet fee, plus $40 or the install.
  9. SugarBowl

    SugarBowl Member

    Jan 4, 2007
    Cary, NC
    I'm in holly springs, and have recently lost the QAM channels 11.x, 17.x, and 50.x.
  10. MKREdit

    MKREdit Member

    Jul 18, 2002
    As I wait for for my Tivo HD to arrive I notice that the pricing structure has changed on my TWCNYC bill. Basically the premium rate has increased and it includes POD (pay on demand). Since CC does not include POD capability I was wondering if anyone who has switched over to CC is being charged for POD.
  11. SugarBowl

    SugarBowl Member

    Jan 4, 2007
    Cary, NC
    My total bill has gone up $6. The basic digital plan (with roadrunner) went from 104.70 to 107.95.

    Cable cards went from 1.75 to 2.50 each.

    And each cable card has to pay an "Add'l Digital Tier" charge that went from 1.00 to 1.43.

    previous cost of tivo: $5.50
    new cost: $7.86

    It's interesting how every little item gets broken down to a charge, but the RoadRunner gets lumped into the cable pricing.
  12. MacGillicuddy

    MacGillicuddy New Member

    Jan 23, 2008
    TWC West Hollywood
    Tivo HD

    I had a great experience...thought I'd share.

    Called TWC on a Monday to swap the converter box for a CableCard. Didn't ask about M-vs-S cards. Did request an in-house tech instead of a contractor. Got an appointment for that Friday.

    Tech showed up on time. He came with a stack of M-cards. He'd installed Series 3 units before, and thought that my Tivo HD would need 2 M-cards. But when he saw the inscripton on the door of my HD, he figured it out -- correctly.

    He called in the codes, refreshed the screen a few times, and boom, all my channels were there.

    I was a little concerned after he left because on channels 10-80 (roughly) the wrong station was showing up on the wrong channel numbers. IE, ESPN was where Comedy Central should be, etc. The Tivo guide data was correct, and matched up with TWC's published lineup, so I repeated guided setup, and got the same thing. Then I realized that all the channels in question had (digital?) equivalents in the 100-200 channel range. So it turns out I'm not missing any channels...just need to get used to different numbers. Went into setup and told Tivo that I "don't receive" 10 through 80 so that it would ignore those.

    All in all, very happy with the experience. Light years better than the old TWC DVR.
  13. Bizily

    Bizily New Member

    Mar 18, 2004
    I'm on my 3rd visit from TWC Cleveland area. They said they would bring out M-cards next time. We'll see.
  14. aulika

    aulika New Member

    Jan 24, 2008
    I called TWC to set up an appointment for a cable card installation, the fees quoted here are the same as I was given. They gave me a window of 1-5pm and at 4:30 the day of installation they called to tell me that they didn't have any active cable cards and would not be able to do the installation until they had active cards and they didn't know when that would be. Then shortly after 5pm he showed up with one single stream cable card and was surprised to see the installation was for a tivo, even though I told them it was for an hd tivo series 3 that needed either two single streams or one multi. so he said he would be back the next day between 8-10am. it was after 10am when he showed up with the multi-stream cable card for installation. i think he was at my house for almost 2 hours setting it up. he didn't know what he was doing, and neither did the tech support he kept calling. eventually, being guided by his supervisor he got it installed... maybe now that they have had the experience, the techs will know what they are doing

  15. DrWho453

    DrWho453 New Member

    Jul 16, 2005
    Raleigh NC
    It depends on who you get over there. I live in Raleigh as well and was lucky to get a technician to come out who knew what he was doing. Not only had he set up Tivos before but he also knew who to contact at the office to get the cards up and running. Mine went in pretty smoothly. He first connected the tivo to the outside box just to make sure we could get a signal there. (Funny thing about that is he and I were talking and got distracted and he forgot to hook the outside cable to the box :rolleyes:). Once we knew it worked at the box, we hooked up internally and it worked pretty well except had to change the splitter that I had out for a better one. He left and all was good except I had a couple of HD channels would not come up. Turned out the second card which had to get a firmware update did not get fully authorized and they had to do the pairing again. But in one day, I had the Series up and running.
  16. k2ue

    k2ue Retired RF Engineer

    May 9, 2002
    Victor, NY
    I had an M card installed by TW Rochester, NY in my THD about month ago, and the fellow who came was pleasant, helpful, and interested in TiVos. No problems since. I lost two SDV HD channels in the switch, and look forward to the USB SDV Adapter in the works, as all new HD here will be SDV.

    But there is NOTHING like a real TiVo -- I can finally search effectively for programs of interest, and Suggestions often finds desired programs I missed. It's SO good to be home. . .
  17. jnc8651

    jnc8651 New Member

    Nov 4, 2005
    i went to the twc service center and they were completely out of cc's so i had to wait 2 days for them to get it in. once i got it i took it home and pop'ed it in and did the initial gs with my tivo (it just came in that day) and called twc and it took about 45 min to get the cc activated. they initaly screwed up and just gave me 2-78 + local hd channels, and i had to call in and they said that the cc wasnt "balanced" and after they got the problem fixed its been smooth sailing onword.... now time to add a 750 gb hdd to my tivo hd the hard way..... but other then that i have no problems with the cc and my bill went down a few dollars in the end :)
  18. mmcgown

    mmcgown New Member

    Feb 7, 2002
    Austin TX
    Hello jnc8651,

    You say.......you went to the TWC service center and picked up cablecards?

    Where do you live???

    I tried to tell TWC-Austin how much money they could save by letting customers pick up cards; they weren't interested.

    My installer insisted on NOT following the steps that TiVo provided, so it took most of a day......at TWC's expense.
  19. jonnio

    jonnio New Member

    Jan 26, 2008
    ESPN2 HD, Food TV HD, etc are now accessible via cable card. I found out only b/c we replaced by series 2 with an HD (and transferred the lifetime ;-) ) and discovered that the new channels came in. I had them re-pair the cards in my S3 and viola! ESPN2 HD!
  20. AlexK777

    AlexK777 New Member

    Jan 20, 2008
    I had a bad experience with TW Austin. The guy came out and installed two M cards and called in the numbers and stuff. He ran through a couple of test channels (sub 100) and said everything looked good. I tried some digital channels (100+) and they were ok. None of the HD channels worked, but he told me they would take some time to activate. I assumed he knew what he was talking about.

    Later that day, got nothing. Pay channels (HBO etc) didn't work either. Called the next day and they told me they changed something in the configuration and it should work now. I still could not get pay channels. They said they would send out a tech (4 days later). I can't imagine how that is going to help since the cards are fine. I don't know what a tech can do, but I don't think they know how to do anything else.

    Is there anything I should look for, or ask about?

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