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Official Time Warner Cable Thread

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

  1. Sep 24, 2006 #281 of 6277
    Diacritical

    Diacritical Member

    129
    0
    Jan 10, 2003
    Brooklyn...
    TWC/NYC/Brooklyn here...

    When I asked for two CCs, the rep said, "Is this for that new TiVo?" ithout any prompting. She had no problem scheduling an install -- but managed to deauthorize one of my current boxes (the one being replaced) in the process. Apparently they are getting scores if not hundreds of calls for cable cards suddenly. They did not even try to sell me on keeping the box for PPV/VOD.

    Install is scheduled for 2-6PM EDT next Friday. We'll see how well that goes.

    --
     
  2. Sep 24, 2006 #282 of 6277
    elsumptero

    elsumptero New Member

    3
    0
    Mar 20, 2005
    deleted
     
  3. Sep 24, 2006 #283 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,328
    1
    Feb 2, 2003
    Vero Beach, FL
    Does your status page say 'waiting for EMM's'?
     
  4. Sep 24, 2006 #284 of 6277
    rodlebod

    rodlebod New Member

    10
    0
    Jan 21, 2006
    After my installation yesterday, I noticed I am not getting most of the 100+ channels on cable card 1 of my Scientific Atlantic(?) cable cards. Card 2 seems to work fine. After checking the settings, both cards say "waiting for CP Auth" but the troublesome card says "Power Key Status Waiting For EMMs". Time Warner wants to send someone out but I hoped they could fix it over the phone. I have restarted and repeated the guided setup several times. So far, my installation has not gone as smooth as I hoped. Has anyone else had this problem?
     
  5. Sep 24, 2006 #285 of 6277
    skweaz

    skweaz New Member

    71
    0
    Feb 19, 2004
    Austin, TX
    I have a tech scheduled for today also, ask him if he has another appt for someone in SW Austin :)
     
  6. Sep 24, 2006 #286 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,328
    1
    Feb 2, 2003
    Vero Beach, FL
    An EMM is an 'entitlement management message'. It comes from the cablecompany to tell the cablecard what it is entitled to decode. Most likely it is either a cablecompany setup problem or a bad cablecard.

    When I was stuck at waiting for EMM, changing the cablecard fixed the issue.
     
  7. Sep 24, 2006 #287 of 6277
    allenplu

    allenplu New Member

    9
    0
    Sep 22, 2006
    I'm in Placentia (north orange county, california) and I'm in TWC formerly adelphia. They came Friday and the cards were called in but didn't bring up any channels for more than an hour. Then he gave up.

    Called the call center and was refused. Then talked to the supervisor (Javier) at the Ontario call center. Was told that they will not "help their competitor" and refused an installation. I got to the point of quoting the plug and play order from the FCC along with the list of CableLabs approved devices. He still refused. I asked to speak to his supervisor and he said there was no supervisor. I insisted and he said that a Marylin Hanes would call me within 24 hours. She was the supervisor for the call center. She did not call me and it's been 40 hours. I called TiVo and they were going to conference call with me but I had to leave the house. I can't imagine that would work at this point since Javier had flat out refused even with threats to file complaints with the FCC and franchising authorities.

    My next step is to call TWC again, then have TiVo help with a call.

    It's Sunday, so I may need to wait until Monday. We'll see.
     
  8. Sep 24, 2006 #288 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,328
    1
    Feb 2, 2003
    Vero Beach, FL
    Also, the Auth Status should be "CP Auth Received'. The card is saying that it hasnt been 'hit' by the cablecompany or that the 'hit' it has received doesnt contain the right host id.
     
  9. Sep 24, 2006 #289 of 6277
    Lisa898

    Lisa898 New Member

    35
    0
    Jan 29, 2005
    That doesn't sound good. Can you at least record OTA while you're waiting or does having the one card stuck in the machine screw that up?
     
  10. Sep 24, 2006 #290 of 6277
    eisenb11

    eisenb11 New Member

    391
    0
    Sep 6, 2006
    Redondo...
    I'd call again and try with another rep, this one is clueless.

    Mine didn't ask what I was putting it in until I said I needed two. Then she asked if I had 2 TVs. I told her it was 1 TV with 2 slots - didn't want to confuse her, much better to keep it simple.
     
  11. Sep 24, 2006 #291 of 6277
    hookbill

    hookbill Feathered Member

    4,442
    0
    Dec 14, 2001
    Northeast Ohio
    I'm surprised she was willing to do that. When I first said it was a TiVo with two cable card slot she said only one cable card can be use. When I called back and told another rep it was for two tV's, no problem.
     
  12. Sep 24, 2006 #292 of 6277
    freiz

    freiz New Member

    17
    0
    Sep 18, 2006
    Nah, the card is saying it hasn't been authorized. The cable company can hit the cards day and night and they will not authorize unless they have been paired with your Tivo HOST ID. You can see cable company hits - just watch the EMM count increment. I had many, many hits and the EMM count incremented fine, but my cable cards had never been properly paired to my Tivo HOST ID. When they paired them, they worked within a minute.

    As to all this BS about taking hours + for the auth to flow down, that's a lie. Don't let the guy leave... it takes just a few minutes to hit a card with the auths, usually under a minute. I have read anecdotal evidence that some other cable card devices take hours to process new auths, but Tivo processes them immediately.
     
  13. Sep 24, 2006 #293 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,328
    1
    Feb 2, 2003
    Vero Beach, FL
    Yup... TWC Raleigh got bent over a single device with 2 cablecards. The tech convinced the phone rep to just look at it as two devices with 1 cablecard each and all was then fine.
     
  14. Sep 24, 2006 #294 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,328
    1
    Feb 2, 2003
    Vero Beach, FL
    I could be wrong but I believe the 'hit' is what contains the pairing information as well as indicate what a particular cablecard is able to decode for a particular host.

    Perhaps I should have said that the card hadnt been hit with an appropriate EMM with the proper pairing information.

    http://arstechnica.com/guides/other/cablecard.ars/2

    "Once these keys are recorded, the CableCARD is "hit" by the cable company, which simply means that it is remotely programmed with information about what channels and services you have paid for and are entitled to watch. This is done by sending an Entitlement Management Message (EMM) from the headend to the CableCARD. An EMM is an out-of-band transmission (it sends data over low frequencies not reserved for cable channels) that authorizes a specific CableCARD to decode a specific set of services (HBO, etc.) to a specific host. Once this is done, the CableCARD is ready to go. To explain how it works, let's follow a typical cable signal from the headend to your screen."
     
  15. Sep 24, 2006 #295 of 6277
    VoodooNYC

    VoodooNYC New Member

    68
    0
    Sep 14, 2006
    Brooklyn, NY

    Yeah it's not good. The machine is completely frozen on the downloading upgrade for cable card screen and I can't pull the card out. It'll have to go back to Tivo. :mad:
     
  16. Sep 24, 2006 #296 of 6277
    joshandmegan

    joshandmegan New Member

    4
    0
    Dec 24, 2005
    TWC in Carlsbad, CA.

    Went in field office Friday to schedule install. Appointment set for the next day. Installer arrived 30 minutes into the 2-hour window.

    He was a bit surprised that they were going in a Tivo, but he let me put them both in (one at a time per a previous post I read). They had to "hit" the cards twice, and it took about 3-5 minutes before the cards starting picking up channels.

    The install cost $25, and the cost of each card is just under $4/mo.

    Couldn't have gone smoother if you ask me...


    jf
     
  17. Sep 24, 2006 #297 of 6277
    eisenb11

    eisenb11 New Member

    391
    0
    Sep 6, 2006
    Redondo...
    I don't see why we can't just self-install the cards.

    In most of the posts I read, it seems like the installer just hands us the cards and sits around until we're ready for him to call the head end.

    I for one, would love that option. Assuming they actually show up next Sat, it'll have taken me 3 weeks of waiting in order to accomplish a 10 minute task - no wonder productivity in this country sucks.
     
  18. Sep 24, 2006 #298 of 6277
    joshandmegan

    joshandmegan New Member

    4
    0
    Dec 24, 2005
    I totally agree... Except the fact the installer has a direct Nextel connection to the home office for activation.

    I'd hate to sit on hold for 30 min waiting to activate the cards...

    If we can call an automated 800-number to activate our credit cards, why can't we do the same for CableCards? Someday, perhaps.
     
  19. Sep 24, 2006 #299 of 6277
    freiz

    freiz New Member

    17
    0
    Sep 18, 2006

    You were right on - I was just pointing out the distinction that they can hit the cards all day and night, but if they never bothered to enter your HOST ID, encrypted channels won't be authorized.

    In essence, they kept sending me hits, but the packets didn't contain the pairing information, so my cards never authorized. They compounded the problem by failing to check when I told them my cards said Waiting for CP Auth... if my host ID had ever been recorded.

    A small 15 minute class would bring CSR and techs up to speed on exactly what's needed. It's just stupid to miss simple stuff like this - and no less than 6 people missed the HOST ID problem.
     
  20. Sep 24, 2006 #300 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,328
    1
    Feb 2, 2003
    Vero Beach, FL
    Got it... Thanks! I revised my post and clarified it.

    You are right on. The techs or CSR's really dont understand cablecards. He asked the lady on the other end of the Nextel about an EMM and she had no idea what it was. And the sad thing is that it really isnt all that hard. All they really have to do is pay attention to the card status. It is telling you what it needs...
     

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