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Official Time Warner Cable Thread

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

  1. Combat Medic

    Combat Medic No guts, no glory

    8,325
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    Sep 6, 2001
    San...
    I filed a complaint with the FCC regarding SDV. They told me that they didn't care.
     
  2. dagware

    dagware New Member

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    Aug 17, 2008
    Everything you say is true. However, I doubt that the OP has anything to do with hiring, etc. So go ahead and complain, but complain to TW directly.

    The OP was just trying to tell us how to help ourselves, by not overtaxing a limited resource. And it behooves us to take heed -- while, at the same time, complaining about it to people who can do something about it.

    Dan

    PS: I hate cable companies as much as the next person. Just trying to be practical.
     
  3. dagware

    dagware New Member

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    Aug 17, 2008
    I knew I wasn't clear in my post.

    First off, when you say we don't lose any channels, that's not true. We do indeed lose them, at least until we get a tuning adapter.

    But the question I was trying to ask was answered by emsmx5 in the internal memo he posted. They are only going to move lesser-viewed channels to SDV, as I thought I had understood. SDV only helps bandwidth when used with less-popular channels. So emsmx5, thanks for the confirmation.

    Dan
     
  4. dagware

    dagware New Member

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    Aug 17, 2008
    I'm sure you were kidding, but on the off chance you weren't, can you post any correspondence on this?

    Dan
     
  5. rckstrang

    rckstrang New Member

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    Jul 8, 2008
    A shack in...
    He is absolutely right that we should not use that number. No doubt about it and it was made clear to me by the tech I spoke with.

    And I don't blame him I blame TW and I appreciate his honesty. And perhaps, just perhaps a CSR could have helped me. But considering the information that he asked for and what we did to resolve the problem I doubt a regular CSR could have.

    The first thing they want to do when they have a problem they don't understand how to fix is do a truck roll. Then you have to be available for them and sometimes it takes weeks. Then you have the two hours he spoke about with the tech.

    My problem was fixed in less then 10 minutes by talking to that cable tech. And maybe I was lucky but he picked up the line on the second ring.:up:

    If he is a manager then he should have some way to bring these issues to upper management. He see's all the comments in this thread and he himself said he was giving us this information to rant about. I just did what he requested.;)
     
  6. dagware

    dagware New Member

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    Aug 17, 2008
    And that's the frustrating part. When my installer finally spoke to someone who knew what he was doing, it took literally 30 seconds to fix the problem. So it obviously wasn't rocket science.

    Dan
     
  7. spolebitski

    spolebitski New Member

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    Mar 30, 2006
    Yes it is for lesser viewed channels, but yesterday I lost espn2 hd, fsnhd (only broadcasts brewer games in hd), tbshd, a&ehd, NGChd, among others. Now some will argue these are lesser viewed channels but i disagree all mainstream cable channels are not lesser viewed channels.

    bottom line it is away to reduce the bandwidth that are using and they are using the term "lesser viewed" as a way to put a label and justify it.
     
  8. spolebitski

    spolebitski New Member

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    Mar 30, 2006
    I agree the above are lesser viewed channels, but when they take standard cable channels (tbshd, a&ehd, ngchd, espn2hd etc) and move them to sdv i think that is wrong at this time with no tuning adapter available.
     
  9. spolebitski

    spolebitski New Member

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    Mar 30, 2006
    To me it would make sense to make the switch to SDV once the tuning adapter was available this way all of your customers are serviced. With the plan currently those who have cable cards are punished, they pay the same but do without until the tuning adapter is available.
     
  10. Cainebj

    Cainebj Active Member

    3,771
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    Nov 10, 2006
    New York
    Verizon FIOS is looking better and better.
     
  11. dagware

    dagware New Member

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    Aug 17, 2008
    I am not going to defend the cable companies. However, they are in a constant battle with other TV providers, and it doesn't surprise me that they'd roll out new channels as soon as they could. The number of people using cable cards is very small compared to the entire market.

    Dan
     
  12. Klankster

    Klankster New Member

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    Aug 12, 2004
    Port...
    I'm in SE Wisconsin. After going around with DirecTV about an HD upgrade (to a non-Tivo box -- ARRGGH), my wife and I decided to punt them altogether and get a Series3 HD Tivo box and move over to Time Warner cable, which we have had for ages but just had basic channels (got HD, HBO, etc. from the satellite). I should have the box this week from Weaknees and will report back on how the switchover goes.

    I sure hope it goes smoothly...
     
  13. Combat Medic

    Combat Medic No guts, no glory

    8,325
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    Sep 6, 2001
    San...
    I'm not kidding, and I'm sorry I no longer have the letter that I got from the FCC. Basically the letter that I received from a Mr. Tignor with the FCC stated that they didn't see the SDV as being a violation of the separable security ruling. The invited me to file a civil lawsuit if I didn't agree with them.

    In other words, they don't care.

    -Mike
     
  14. jmaditto

    jmaditto New Member

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    Jul 29, 2007
    Columbia, SC
    Sorry but no sympathy here. I had two techs show up that were nice but not very experienced or trained for a CC install. Plus the TWC CSR's they spoke to were clueless. If it takes a call to the CC Hotline than that is what it takes. Too bad for TWC. Of course they will probably change the number now. Anyway, TWC s/b embarrassed it takes educated consumers calling an internal line to get a CC configured. Sorry man but I don't buy it.

    As far as SDV goes, it's fine and the FCC shouldn't care about as long as the TA solution is in the works. No need wasting time with law suits on this. Complaints are good though as the cable companies' should have worked out how CC devices would receive SDV channels prior deployment. That would have been a real customer centric move.
     
  15. Combat Medic

    Combat Medic No guts, no glory

    8,325
    0
    Sep 6, 2001
    San...
    I like SDV. It is a good technological band aid. The problem is that they fired it up before they had the tuning adapter ready for use.

    -Mike
     
  16. Sep 1, 2008 #3476 of 6277
    Meatball

    Meatball Member

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    Jan 11, 2007
    So, we have any lawyers on this list? Class action lawsuit, here we come...
     
  17. Sep 1, 2008 #3477 of 6277
    gamo62

    gamo62 New Member

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    Oct 12, 2002
    Actually TiVo jumped the gun and didn't offer an easy way ( or currently no way) for them to handle SDV. It isn't the cable companies fault. It lies with Tivo.
     
  18. Sep 1, 2008 #3478 of 6277
    Combat Medic

    Combat Medic No guts, no glory

    8,325
    0
    Sep 6, 2001
    San...
    It is my understanding that TiVo wanted to do 2-way but the cable companies never came up with a standard. This is the same thing as when AT&T required that all phones linked to the network were rented.
     
  19. Sep 1, 2008 #3479 of 6277
    59er

    59er TiVotee

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    Mar 27, 2008
    New York, NY
    Well, it seems to me we have an easy solution. We need to dial the CC hotline and hand the phone to the incompetent or inexperienced tech. No violation of their policies, and we do an end-run around the CSR's who the techs were wasting time with.
     
  20. Sep 1, 2008 #3480 of 6277
    emsmx5

    emsmx5 New Member

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    Aug 17, 2008
    Alright, I wasn't trying to start a fire here, but it appears I did. I am a manager with one of the many contracting companies for TWC, so unfortunately, my pull with the decision makers is limited. The worst issue plaguing the customers and techs is the limited training allowed to us. I would love to be able to show each tech how to install a CC in a Tivo. I would also love to have access to every TV that accepts CCs so I could train them on those too, but I'd settle for Tivos as they are the most common. Unfortunately, my finances don't provide for me to purchase a TivoHD or Series 3 for myself, let alone, for training purposes. That being said, our contracting company averages about 3 CC installs a month. They just aren't common enough to afford proper training to all the techs this way. I try and weed out the techs that know CC and give them the installs or at least show up and show them, because I know how frustrating it can be to the customer to have a tech show up and not know what they're doing. It also reflects poorly on the company. The biggest downfall is in the training at the Network Operations Center that the techs have to call in to try and provision the CCs. Many of them are not trained on CC and just when we got a few good contacts there, they changed the system they use so now most of them input the Host ID and the CableCard ID as the same thing. That's the number 1 issue I run into on CC installs so if your tech is having a problem, tell them to have the TWC rep check that! And if you do have an issue with your CC that is already installed, please just go through the troubleshooting steps provided by this forum before you call the CC Hotline. I'm sorry if you don't like TWC, but please don't take it out on the tech that shows up at your house. Most of the time, they're trying to do the best they can with what's provided to them. They may not be Tivo experts, but that's because they deal with Scientific Atlanta's all day, not Tivos. Most of them don't own a Tivo, and if they do, chances are it's not HD. They're out there trying to make a living and are getting seriously hurt by the high gas prices as all the contractors (that are responsible for 86% of installs here in the Eastern Carolinas division) pay for their own gas and all their tools. They don't make a whole lot of money, and CC jobs don't pay much at all.

    But on the topic of SDV, yes, it would be nice if the cable companies would hold off on it, but Cablelabs is the company responsible for coming up with two-way CC service so tell them to step their game up. But until all the cable companies make their infrastructure FTTP, there will be bandwidth restrictions on some less popular channels to handle the additional strain put on by the internet services and other HD channels. I again have absolutely no control over that.

    And just to let everyone know, I'm a normal full price paying customer just like everyone else and I have to go through all the same channels you guys do if I have an issue. So please don't shoot the messenger, I was just trying to give you guys some info from the TWC side.
     

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