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Official Time Warner Cable Thread

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

  1. Nov 5, 2008 #3661 of 6277
    boswic

    boswic New Member

    7
    0
    Nov 5, 2008
    I live in SE Wisconsin, and I recently got a Tivo HD and had Time Warner install two CableCARDs. After installation, I found out that I was not receiving all HD channels that I receive on my TW Scientific Atlanta receiver in my basement.

    I spoke with customer service who told me this was because of the move to SDV and that they hoped to have tuning adapters available my the end of the year.

    Yesterday, I found out I was missing pretty standard cable channels like Bravo, Oxygen, and WE. Today I contacted TW customer service and after they dug around for quite a while, they informed me that those three channels are also part of the move to SDV and I cannot receive them unless I'm using one of their digital boxes.

    According to the rep, "all of the channels are going to be doing this. The only way that you can keep these channels is by getting a box. I have been told this by a number of people."

    Obviously, I knew this to be incorrect, and when I pressed her on it, she did a little more digging and came up with the info about the tuning adapter and sent me the link to fill out the request for the adapter. She had no knowledge of when they would be available, only that they are "still in beta testing".

    Anything that I can do?
     
  2. Nov 5, 2008 #3662 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,321
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    Feb 2, 2003
    Vero Beach, FL
    Fill out the request form and get in line with the rest of us..... :D
     
  3. Nov 5, 2008 #3663 of 6277
    drumorgan

    drumorgan a "dry" funny

    14,860
    1
    Jan 11, 2003
    America's...
    They have been back three times since I posted. Still no luck. But, the guy at the office finally told me that the cards are fine, it is the Tivo HD box that is the issue and they don't have a fix for that.

    He didn't like that I mentioned the FCC obligation to make the cards work.
     
  4. Nov 5, 2008 #3664 of 6277
    boswic

    boswic New Member

    7
    0
    Nov 5, 2008
    Just spoke with a supervisor that called me regarding this issue. According to her, all channels other than basic network channels would be on SDV by the end of the year, but that the tuning adapters would possibly not be available until February.

    She said of the fact that this meant I would lose access to nearly all channels I pay for: "It was your choice to use a CableCARD. You can get on of our boxes for half price if you want."

    She declined to issue me any credit for channels I cannot receive via CableCARD because my service is "already discounted" (because I have bundled cable and road runner services).

    I will be filing a complaint with the FCC.
     
  5. Nov 6, 2008 #3665 of 6277
    jmaditto

    jmaditto New Member

    143
    0
    Jul 29, 2007
    Columbia, SC
    Preorder is up in Columbia SC for the tuning adapter as well. Filled out the form last week and got my reply yesterday. Standard wording that it is currently being tested and will be available by the end of the year. They are going to contact me when available to the public in my area. I would be surprised if it is this year though given they aren't specifying a date...still this is progress.
     
  6. Nov 6, 2008 #3666 of 6277
    PumiceT

    PumiceT Mentally Drunk

    134
    0
    Apr 16, 2002
    Buffalo, NY
    My New TiVo HD (upgraded exchange from Series 2 - yes, it CAN be done, WITH lifetime service transfer)
    The TiVo arrived on the 4th. I got home, had some dinner, and hooked it up. The enclosed "welcome" sheet said that it would already be activated. That's nice. Too bad it showed up as needing to be activated on the System Info screen.

    So, I call TiVo. The girl explains that the unit is an upgrade, and therefore Lifetime Service can not be transferred. I explained the situation, told her the reps name, and told her he said it would transfer. She insisted they could not do it, and it would break company policy. I was on the phone with her for FORTY (40!!!) minutes. She wouldn't get a supervisor for me to speak to. "They're all very busy." I'm not sure how a customer service rep can be more busy than just busy, but she said so. They were VERY busy, and anyone else who got on the phone would tell me the same thing. They can't transfer Lifetime from a Series 2 to a Series 3 or HD unit, no matter what. I tell her I'll call back the next morning when they're not so busy. She said they'll still say the same thing. I told her I want to talk to the top of the company then, since their rep must have flat-out lied to me. She gives me the number to TiVo Corporate. I thank her, tell her I'm not mad at her, she's just doing her job, and we hang up nicely.

    I am furious at this point. I call back, get someone else, explain my situation, and he says that's not a problem since it was an exchange (yet upgrade) from TiVo themselves, and he promptly transfers my service. Done in a 45-second phone call. Amazing what the right rep can do, eh?

    I check online, sure enough, my new TiVo shows up in my account - listed with Lifetime. Nice!

    A few hours later, the System Info screen shows the same, and I'm now good to go!!

    Time Warner CableCARD Install
    I had a scheduled install from noon to 4pm the following day (yesterday, the 5th). I worked from home to accommodate the installation. Coincidentally, my girlfriend was home sick. Around 2pm I decided I could sneak in a quick shower before Time Warner arrived. So, of course, the installer arrived while I was in the shower. I told my girlfriend where the CableCARD information sheet was, and told her to give that to the guy while I got dressed as quickly as possible.

    I get into the living room, and the cable guy couldn't figure out where the cards go in the TiVo. Ugh. My confidence and hope were fading fast. From the couch, I explained to him several times, it's on the front of the unit, on the bottom, it flips down. The space in the room is cramped, so I couldn't just step in and show him. Words could not get him to comprehend, so I had to make him move out of my way so I could show him the simplicity of opening the flap. Amazing.

    I ask him if they're S-Cards or M-Cards. No idea. I check the model number, do a quick search online, and find out they're S-Cards. No big deal, he brought two, thinking one would be an emergency backup in case something went wrong. From the experience so far, I was expecting lots of things to go wrong.

    He proceeds to follow my verbal instructions. "Put one card in the right slot." He almost immediately follows card 1 up with card 2. Into the slot it goes. "NO! NO! NO! NOOOOOO!!!! TAKE IT OUT, TAKE IT OUT!!!" He pulls out card 1. "NO! CARD 2!" At this point, I tell him to just take them both out, so we can start over. I'm seriously expecting both cards to be rendered useless at this point.

    He thinks he better make some calls to some other more experienced installers. The consensus seems to be that both cards go in, then the TiVo will give them the info they need so they can make one activation call to their dispatch center.

    We follow their suggestions, putting one card in at a time, with the intent to call dispatch once both cards show up in the TiVo. Card 1 can't show any info. After a few minutes, it shows up in the TiVo, and he takes down the Card ID and Host ID.

    He inserts card 2. This one takes another few minutes to show up, but all seems well so far.

    He calls dispatch, asks the girl if she's "good with CableCARDS," and she forwards him to Mike. They get everything squared away, and moments later, both cards are working like a charm!!

    Now, the only issues I've had are either due to the whole 2-way switchover, or because I've never had an HD tuner. What's happening is only SOME HD channels are showing up. And it's not like just the broadcast channels, or just the free HD channels. SOME of the channels that come with the Digital Variety tier work, some don't. So, Time Warner is coming Saturday to see if they can fix that. I have a feeling it's the lack of Tuner Adapter. I have my request in with T-W for one of those.

    Overall, the whole experience was extremely stressful, but only due to bad CS reps, both at Time Warner AND (surprisingly) TiVo.

    If you've read this far, thanks for tuning in!! :)


    Cliff's Notes:
    • TiVo Rep #1 says can't transfer Lifetime to HD box (from dead S2 box). Phone call lasts 40 minutes with no budging from TiVo.
    • TiVo Rep #2 transfers Lifetime in a matter of seconds.
    • Time Warner installer doesn't follow TiVo's instruction sheet, but putting both cards in before activation worked fine (unless that's my HD problem).
     
  7. Nov 6, 2008 #3667 of 6277
    bxojr

    bxojr New Member

    51
    0
    Mar 4, 2005
    Pittsboro, NC
    I'm in Pittsoro (Raleigh area), and last night I got a note from TWC saying that several new HD channels are "now available." I'm sure I'm not the only one.

    TiVo isn't yet aware of any lineup changes, but I manually tuned to 260 (which is supposed to be Discovery HD). TiVo can't see anything, and popped up the message saying I might need a "CableCARD decoder" to see this channel.

    So does anyone know the situation? Are the new HD channels really live, and if so, are they SDV?

    It looks like the tuning adapter order form is live for the Carolinas region. Has the time come?
     
  8. Nov 6, 2008 #3668 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    The 4 new channels are definitely live but are SDV and not available to the TiVo until the tuning adapter is made available to us.... December at best.
     
  9. Nov 6, 2008 #3669 of 6277
    supernova

    supernova New Member

    49
    0
    Jan 1, 2004
    Durham,...
    I know somebody in the same TWC area who is getting the new HD channels on his Tivo without any interaction from TWC so that can't be the case. He obviously doesn't have the adapter yet.
     
  10. Nov 6, 2008 #3670 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    SDV is on a node per node basis. The are definitely SDV in Apex. They are not receivable on my TiVo and the TWC box diagnostics indicate them as 'SDB' sourced. You friend must be on a node that doesnt have SDV equipment installed or activated yet. However, Im surprised that they are even in the Cablecard channel map.

    My earlier response didnt consider that TWC wasnt uniform across its nodes.
     
  11. Nov 6, 2008 #3671 of 6277
    lafos

    lafos Active Member

    1,324
    0
    Nov 7, 2004
    Sioux Falls, SD
    Thanks for the explanation. In Dayton, Ohio, the lower channels are definitely analog. I had heard about other systems that were as you described. I don't have a STB, but both S3 systems behave the same.
     
  12. Nov 8, 2008 #3672 of 6277
    esjones

    esjones New Member

    38
    0
    Oct 20, 2007
    We got a stuffer in this month's cable bill, saying that new HD channels are coming to our lineup here in Dayton, OH. A note on EngadgetHD says that they will all be SDV channels.

    I went to TWC's web site, and there is a sign-up form to be notified when tuning adapters will be available "later this year."
     
  13. Nov 9, 2008 #3673 of 6277
    cozart

    cozart New Member

    9
    0
    Sep 6, 2008
    i tried doing a search for this situation and couldn't find anything on it, so i apologize if this has been addressed before.

    i live in Charlotte, NC and currently subscribe to TWC with one digital tier, and this is hooked up to a TiVo HD with two cable cards.

    i'm wanting to scale back in order to save some money and would like to go to basic cable but still keep my TiVo nice and informed.

    if i cut back, will TWC let me keep the cable cards for network HD channels that they're required to provide for free? if so, will my TiVo still recognize those channels and the programming info for them, or will it only recognize the *.1 HD channels?
     
  14. Nov 9, 2008 #3674 of 6277
    bobrt6676

    bobrt6676 Member

    187
    0
    Dec 31, 2007
    Huber...
    I believe you would have to keep digital cable in order to get HD channels. They are part of the digital package.
    If you are going all the way back to Basic cable(which is locals and maybe 2 other channels of interest) why not go all the way back to OTA. Buy an antenna pull in the locals in digital(great picture). Save $ on cable charges all together.:D
     
  15. Saxion

    Saxion Substantive Member

    485
    0
    Sep 17, 2006
    San Diego
    It's up to TWC whether they let you keep the CableCARDs without subscribing to digital cable. Some people have been successful at getting their cable company to do this, but some are unsuccessful. If they do let you keep them, then you will get full TiVo support and guide data for the 6 or so local network HD channels (ABC, CBS, NBC, Fox, PBS, etc).
     
  16. Saxion

    Saxion Substantive Member

    485
    0
    Sep 17, 2006
    San Diego
    Not local (network) HD channels...those are included, by law, in even limited basic cable.
    That is good advice, if he can receive all his local channels over antenna. According to one study, 36% of U.S. households can't get good reception on at least one local digital station. Check out antennaweb.org to get an idea of what kind of antenna you'll need, and your expected reception.
     
  17. CTLesq

    CTLesq New Member

    1,390
    0
    Jan 19, 2003
    SF Bay
    Hi,

    A number of you have been extremely gracious with answering my questions via PM but I was hoping some of you might have some insights into this quandary.

    Currently, I have a Tivo Series 3 and have RCN as my cable provider. However, due to a few HD channel differences, primarily MSG I am rather interested in switching to TWC in NYC, I am on the Upper West Side (I have noted that in the threads the channels you receive may vary depending on where you live in NYC).

    However, because I do not want to accept the TWC cable box and all I want are cable cards (I even have my own modem and router so I have no need of theirs) I am being told that I have to go to ala carte pricing which makes the overall cost simply crazy.

    To give you an idea - I pay about $135 for RCN which includes all the premiums and internet. Alternatively, the comparable package from TWC would be about $114, sans The Movie Channel and Cinemax. If I do the TWC ala carte that would run about $165.

    Have any of you with a Series 3 gotten away without having to rent one of TWC's boxes and just got the cable cards? Or do you just drop your TiVo on top of your cablebox?

    Any thoughts or creative suggestions would be appreciated. I am not even opposed to taking a day off and going to a service center if that would work.

    Thanks!
     
  18. SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    I believe the Digipic package contains one of their boxes... You would then add the cablecards on top of that package and throw their box in the guest room.
     
  19. SugarBowl

    SugarBowl Member

    790
    0
    Jan 4, 2007
    Cary, NC
    My tivo can't get the new channels, in the holly springs/fuquay area.

    Is there anyway to request the channel with a time warner box, and then the Tivo will pick it up for a short time?
     
  20. CTLesq

    CTLesq New Member

    1,390
    0
    Jan 19, 2003
    SF Bay
    I appreciate that idea immensely. I went so far as to place the order.

    I was then told that I would be charged for a cable box ($10+ per month) and the first of two cable cards would be $12 per month, I did not get to the cost of the second cable card.

    I do not understand why TWC makes this so hard. I just don't get it.
     

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