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Official Time Warner Cable Thread

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

  1. Sep 25, 2006 #321 of 6277

    freiz New Member

    Sep 18, 2006
    Yes, I noticed that as well. Odd. It would seem to be a mapping pushed by TWA. No loss here, my kids don't watch 102.

    My life is almost complete - Tivo simply needs to resolve my audio dropouts. I'm seeing the sub 1 second audio dropouts that others have mentioned. Sometimes 5 - 6 times per 1 hour show, sometimes none at all. I have dropouts live and recorded.
  2. Sep 25, 2006 #322 of 6277

    wehokev New Member

    Jan 31, 2005
    We hooked up the Series 3 TiVo Thursday night (9/21/06) to the raw cable (with no cable cards installed) and then did the guided setup. The line up channels 1-99 was perfect and we were able to record two shows at once – but had no HD since there were no cards installed.

    Friday morning (9/22/06), the cable guy came and installed the cards. We were able to tune in all the channels 1-99 and 902-930 perfectly (we just pay for basic + HD). TiVo kept sending messages saying that we had to repeat the guided setup. So we did. Incidentally we had no problems with Time Warner, the installer, or the CableCards themselves.

    Once we repeated the guided setup, channels 1-99 were all messed up and channels 902-930 just said “regular schedule.” That is, TiVo was not downloading the programming for the HD channels and was assigning the wrong programs to the basic channels. For example, TiVo thought the Fox News was on 32 when that was actually a local LA channel.

    Eventually we got a line up that was very close to our actual line up by using 90210 for the zip code rather than 90069 where we actually live. The problem is about a third of the basic cable channels are not getting any program information. They are correctly identified, i.e. channel 59 is listed as Sci-Fi, but there is no program schedule. Also, for the channels where there is no schedule, if you look at them in the programming guide or the channel line up, the call letters all appear in lower case.

    I know this is a long shot, but has anyone else had this problem in West Hollywood? Or, has anyone a similar problem in some other city? How did you solve it?
  3. Sep 25, 2006 #323 of 6277

    jacksonian New Member

    Nov 3, 2003
    North Carolina
    This is for the Greensboro/Triad TWC folks:
    I actually got a reply from Jack Stanley, President of our local franchise, regarding my questions about them using SDV, here are his replies:

    REPLY #1 (when I asked about SDV)

    Dear xxx,

    After my email correspondence dated 9/14/06 I have further consulted with our engineering team regarding the questions you raised with respect to TiVo 3 and SDV and would like to clarify several TWC positions.

    First of all, I would like to assure you that we fully support CableCARDs in compliance with Federal law and will supply them to all verified and certified devices, including TiVo Series 3. We would be happy to set up a CableCARD installation for you if you do decide to purchase the TiVo Series 3.

    While it is true that Time Warner Cable will be implementing switched digital technology (a service requiring two-way receiver devices), it is not true, as stated in your original email, that we are currently planning to deliver all of our channels via switched digital technology (“SDV”). Rather, we will be selectively choosing the channels to deliver via SDV based on various factors. By selectively deploying switched digital technology on certain channels, Time Warner Cable is able to gain the necessary bandwidth to offer more exciting programming and services for all of our customers. Unfortunately, one-way devices, including TiVo Series 3, are not capable of receiving those channels offered via this new technology. Nonetheless, you will be able to receive (and record) all other non-interactive programming that will continue to be delivered to all of our customers.

    If you have had specific negative experiences with your leased set top box we would be very interested in hearing about them and would like to remedy the situation if possible. We are constantly striving to improve our equipment and services and to deploy the latest technology. We thank you again for being a loyal Time Warner Cable customer.

    Jack W. Stanley
    Greensboro Division

    REPLY #2 (when I asked which channels they were putting on SDV, specifically about HD)

    Dear xxx,

    At this point we have only 10 or so channels being delivered via SDV,
    all of these have low viewership. It is our intent to migrate the lower
    viewed services initially and determine at some later date the most
    practical use of this technology. At this point our plan does not
    include the HD signals, but that is not to say it would not at some
    point in the future.

    I know this is somewhat ambiguous and I apologize for that, but the fact
    is, we simply haven't made those decisions as yet.

    Hopefully this will help you for now though.

    Thank you for letting me know about your concerns.

    Jack W. Stanley
    Greensboro Division
  4. Sep 25, 2006 #324 of 6277

    SCSIRAID Active Member

    Feb 2, 2003
    Vero Beach, FL

    Well... have faith. Im in Apex and TWC Raleigh installed my cablecards on Friday. My S3 is up and running. My tech was Kevin (Tech #15553). The cablecard I moved from the TV to the S3 came up perfectly as it was already provisioned and only had to be re-paired. The two cards Kevin brought turned out to be bad. His supervisor brought two more and the first one plugged in paired and provisioned perfectly. Took 4 hours!!!
  5. Sep 25, 2006 #325 of 6277

    mercurial Retro-Av

    Oct 17, 2002
    Caraleigh, NC
    Well, wish me luck. We're moving from NoVA back to Cary, NC and from D* back to Cable. I've got two new S3's to get setup at my install next Wednesday. To the CSR taking my order's credit, she didn't bat an eye when I said I'd need a total of four cable cards for two devices. We'll see how the actual install goes... :rolleyes:
  6. Sep 25, 2006 #326 of 6277

    labatt New Member

    Sep 30, 2001
    New tech is out here now. I had to walk him through the whole Tivo dual card thing. By the time he got here, card #1 died completely - when you click on configure it says it doesn't have the info from the provider. Both techs keep saying "This is why we're getting rid of the cablecard's", so I'm pretty nervous about the $800 I spent. The dead card is from 2005. The card that's not dead, but still isn't receiving all the channels, is from 2006. They have to go back to the warehouse to pick up more cards...
  7. Sep 25, 2006 #327 of 6277

    BGreenstone New Member

    Sep 23, 2006
    Austin, TX
    Well, 3rd time's a charm because TW came back out for the third time this morning and finally got things working 100%. I now have all of the HD channels and other channels that I was mysteriously not getting before.

    Ends up it was not the CableCard as we had suspected. Other people had reported that swapping out older CC's for newer ones got channels to reappear, but in this case, the tech called the home base and had them reset everything in the computer. I guess they essentially "rebooted" the CC. That was all it took to fix it, and we did not have to swap out the old 2005 cards that they put in the other day.

    So, I can now say that it is definitely possible to get a Tivo S3 working 100% with Time Warner in Austin.

  8. Sep 25, 2006 #328 of 6277

    NetJunkie New Member

    Feb 19, 2003
    Charlotte, NC
    I guess we'll find out soon enough. Our CCs are being installed on Thursday.
  9. Sep 25, 2006 #329 of 6277

    danator New Member

    Sep 18, 2006
    TWC in Dallas.
    My Installation was a no show job. Cable guy lied have me call with no answer but i was home waiting 3 hours with no call and no show. Call back in for explanation, again... i was promised the dispatch will call me within 10 minutes, 40 minutes later and nada... i waited for nothing.

    After several calls, disconnection..... i lost, they won. Cable company lied to customer and i have to reshedule for next installation. I asked for a manager to return my call, i am not giving up yet.

    Comcast were ok in Dallas, TWC came in cut off HD chanel then screwing customer... These are some sorry-ash lying cable company.
  10. Sep 25, 2006 #330 of 6277

    Franco Member

    Feb 24, 2002
    What exactly does "TWC came in cut off HD chanel"? When Time Warner took over from Comcast in your city did you lose HD channels? Because that's not what happened to me when Time Warner replaced Comcast.
  11. Sep 25, 2006 #331 of 6277

    hookbill Feathered Member

    Dec 14, 2001
    Northeast Ohio
    Perhaps he's talking about The NFL Channel HD, which had hardly any HD on it anyway.
  12. Sep 25, 2006 #332 of 6277

    danator New Member

    Sep 18, 2006
    One of the inhd is gone for good... I heard our local fox is going down soon...
  13. Sep 26, 2006 #333 of 6277

    danator New Member

    Sep 18, 2006
    Boss lady called back, appology for the mistake. She didn't blame on the call i didn't answer (which i never received) but insisted the tech dude saying my area have dual system and CC will not work. (that's new, but gotto find more excuses right?)

    I told her my box and outlet suggesting that i have single system and will work just fine. If they refuse to come, i will install it myself and if they refused both, I will pursue legally. She was persistant but confirmed my area is single system after a fact check. She offered to waive $15 buck for the mistake and i took it. Good thing i don't have to wait another week for the MIT installation team but do need 2 days to get the open slot. Self Installtion was again refused. By the way, she knew TIVo dual channels DVR...which is a good thing i guess. :)
  14. Sep 26, 2006 #334 of 6277

    disneyboi81 New Member

    Feb 28, 2006
    This is true for 40% off the Dallas Metro area. Most of Dallas, Richardson, Plano, and Mesquite are configured for a dual (A/B) system. Time Warner Cable is in the process of upgrading the infastructure in these areas to a single line system, like most of the surrounding cities. The first cities to be converted over will be Richardson & Plano and then Dallas/Mesquite. There are some cases with newer apartment complexs and the like, which were built with just a single line in those areas. Hopefully this is your case b/c installations on a dual line system can be difficult. So, I wish you good luck. If that's the case

    As far as loss of channels, inHD2 was dropped, along with the NFL Network. Hopefully soon we will see HDNet as its carried on other Time Warner system within Texas.

    Sorry to hear about your tech missing your appoinment and that is something that TWC is working towards decreasing with hiring more inhouse techs.

    The change to TWC will be a big improve for the area. There is alot of things happening behind the scenes to improve the overall experience for our customers and that will show in the coming months!

  15. Sep 26, 2006 #335 of 6277

    danator New Member

    Sep 18, 2006
    Glad we have the TWC in the house. Keep the fee low and more hd channels.

    I'm in Farmers Branch, single system.
  16. Sep 26, 2006 #336 of 6277

    thein New Member

    Sep 26, 2006
    This could easily be the longest post on the thread even if I do it at a summary level. End result: I got my cards installed Sunday PM. All is not perfect with one of the two cards, but good enough for the time being.

    Attempt 1 I called TWC 2 weeks ago (prior to S3 arrival). TWC: "Blah blah blah, no problem in fact you can go to a branch office and pick the cards up so you don't have to pay for an install" Me: "Can I pick them up at your central office (Morrisville) which is a few miles from where I work" TWC: "No but you can pick them up in Durham." OK, so I make arrangements for my wife to go there. She goes there (last Monday) waits in line, they tell her no and are rather abusive with her in saying so. I talk to them while she is there (by cell phone) and they are likewise abusive with me, probably a little less so. Wifes leaves rather frustrated and upset she wasted almost 2 hours.

    Call up TWC again. Talk nicely with them, explain frustration. Get a $20 credit for our wasted time. Schedule an install for Thurs and convince them it should be only one install charge for the two cards since they are going into the same device (I say it has two tuners... don't even mention that it is a Tivo)

    Attempt 2 Install supposed to be AM. Wife rearranges her day. Call early AM, "should be there early". 11:00 call back TWC: "should be there in next few mins". 12:00 still no TWC, so my wife calls back. TWC: "was just there and no body was home". No way. Wife goes to front door, there was a scribbled note. The guy had just left it and ran without ringing the doorbell. Wife was on 1st floor (no TV there) and would have heard doorbell or knock. Surprised that she didnt even hear car door. :mad:

    Attempt 3 Wife is very angry, but can't stick around all day. I call back to TWC @ 12:30 to see what they can do. They agree to send someone that PM. I come home from work early (3:00) and wait. And wait. Call back @ 5:00 for ETA TWC "They will be there today". I cancel dinner out with family. Still nobody. I call back @ 7:00, CSR talks with dispatcher who talks with the same tech who ran away in the AM... he promises that he will be there by end of the day. I call back at 9:00 and am told same thing. When I call at 10:00, they say that he isn't answering his cell and agree that he has blown off the appointment. CSR just volunteers for me to speak with a supervisor. (Key is to talk very nice with them and explain the comedy of the pathetic situation). Supervisor schedules me for a Sunday afternoon install and waives the install charge.

    Attempt 4 Nice tech arrives on time with the cards. Says they do one only every 6 months or so... and that TWC CSRs don't have a clue about what to do with them. Agrees that his side of it is easy and it is really a matter of the CSR knowing what they are doing. Of course he has never seen a S3, but the nice instructions from Tivo make it appear really simple. Agrees to let me drive the remote (not that I even asked his permission). Install 1st card & calls in. Gets a clueless TWC CSR and quickly hangs up. Waits and redials. Gets someone who has heard of cable cards. Gives her the S/N, MAC & host ID info. He installs second card while waiting. Tivo eventually reports error on first card. Gives TWC info on 2nd card. We remove 1st (needed pliers to do it) and put in another. He says that over 2/3 of the cards he gets are bad. Luckily the 3rd card works (since he only brought 3). Elapsed time with tech installer: about 30 mins.

    Card 2 is not fully working... it gets all channels (including HD) except Discovery HD, TNT HD and all 10 HBO channels. I will leave that issue for another day. I pray and presume that they just need to correct something remotely.

    Tivo aspect of it all was absolutely as smooth as could be. TWC about as painful as could be. I've actually understated and skipped many of the calls and long on hold times.

    I absolutely love the S3 and am oh so glad to be rid of my TWC HD DVR.
  17. Sep 26, 2006 #337 of 6277

    mercurial Retro-Av

    Oct 17, 2002
    Caraleigh, NC
    Well, the CSR called back to confirm the install and tell me that there will be a $43/device charge to install them. I balked a bit and said "You're just sliding a card into a slot.." She says, "But they have to program them..." :rolleyes: Puh-lease... you have to "program" a cable box too.

    I'd have thought they'd have waived that since it was a new install and I'm getting their full bundle (CATV/Internet/Phone) but no. I figured I might as well try the phone service since I wrote quite a bit of the software on the product they're using to provide it... :p
  18. Sep 26, 2006 #338 of 6277

    stevereis New Member

    Feb 23, 2006
    I am in Richardson and the changeover to single line is supposed to happen sometime in the next 2-3 weeks. My S3 is due later this week but I'll wait until the change to get CC's installed.
    However, I am using a CC in my current TV and it works on the A/B system with only the A-side connected. You do lose all of the analog channels carried on the B-side. With the change, most of the analog stuff will also be carried in digital as well and I am looking forward to getting a mostly digital experience even for SD from the S3 and avoiding the quality loss (even at HIGH quality on my S2) from encoding analog content.
  19. Sep 26, 2006 #339 of 6277

    j_edge New Member

    Jun 2, 2002
    Time Warner, Austin

    After calling in and being told I can pick the CableCard's up at either TW office, I headed out the day the Tivo arrived to pick them up only to be told I had to have an installer come out. While setting up the appointment the rep asked me if it was for an S3 tivo and when I confirmed she said she had just gotten 2 herself :)

    Friday afternoon installer arrives and had never done a CableCard install, tried handing him the sheet from the Tivo and he glanced at it but didn't read and proceeded to pop the first card in slot 2, then after the page came up and he wrote the info down popped the next card in slot 1. After calling in they had him pop both cards out and redo the install.

    After getting the info from slot 1, the person on the phone said it would take 20 minutes for all the channels to download and to call back when they've finished. I asked him how we would know they finished and he said there wouldn't be an indication, but just to call back in 20.

    The installer left to another job nearby and came back 45 minutes later, inserted the second card and called it's info in. For a while the 2nd card seemed to be ok, but Card 1 on the "CP Information" screen still shows "Auth Status: Waiting for CP Auth" so it appears something didn't work right. I called back about this, and while on the phone with them went to check the info on Card 2 and while it showed as "inserted" I could no longer get to the menu for it, but instead got the message "CableCARD 2 is not in normal operation". Card 2 did go through a firmware upgrade late Friday after I was off the phone w/ the help desk, so was hoping that would fix the issue but it never did and Card 2 still shows as not in operation.

    The funny thing is, both tuners appear to be working and I'm getting most of the channels on both including all analog, free digital, local HD's. I don't have any premium channels, so the only ones I'm not getting are the rest of the HD's like Discovery HD, TNT HD, etc. I have an appt scheduled for Tuesday morning and they will probably re-install. Hopefully the installer will have done CC installs before but if not I've learned a lot more about these installs from the messages here so hopefully can walk him through it.

    p.s. The installer was a nice enough guy, but he had never had experience with any of this equipment before. I understand the S3's are new but CableCard's have been around for awhile now and there's no excuse for TimeWarner not training these guys how they work and how to install them.

    p.p.s The tech just came by for the re-install. Fortunately he was a TW employee and knew what he was doing. As I suspected, Card 2 had died after receiving the firmware update and Card 1 wasn't even on my account. He remarried Card 1 and installed a new card for #2 and I'm now getting all the channels expected.

    After reading some of the comments in this thread about TW-Austin and the switched digital video channels I had expected not to receive any of those but I just went to ch 232 (which is National Geographic and as I understand it the only channel that doesn't offer an analog equivalent so I was gonna be pretty bummed about losing it) and it works fine. It wasn't working over the weekend so apparently it is encrypted and just requires the card to be authorized. I also get the music channels which for some reason I wasn't expecting to. So the only thing I am not receiving now is the PPV and VOD channels, which I was fully aware I would be losing. I was wondering if I would receive PPV movies if I order them via the STB or phone, but since I never order PPV am not to concerned about it.
  20. Sep 26, 2006 #340 of 6277

    danator New Member

    Sep 18, 2006
    May be someone from TWC here can explain why they insist on having a tech came out here to hand us the cards. Majority of them don't know jack about Cable card, yet they ask for installation fee.

    I'm sure the MIT engineers have much important job to do, for instance, set up new account. :). If existing customer willing to perform self installation, let them pick up the cards. There's no programming need to be done by the tech on the site, we are more than capable to read the code and call for initilization.

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