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Official Time Warner Cable Thread

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

  1. Sep 26, 2006 #361 of 6277

    besposito New Member

    Jan 30, 2005

    I am 99.99% sure mine will still not be working in the morning and I will have to call yet again. I will definitely mention the above and see if it helps.
  2. Sep 26, 2006 #362 of 6277

    labatt New Member

    Sep 30, 2001
    I will say, however, that one of the Cablecards in my box was recognized when they first put it in, but two hours later the Tivo gave all sorts of error messages about it. It was completely dead and had to be replaced. It actually is, sometimes, the Cablecard. This particular one was manufactured in 4/2004 (if that tells you how old their stockpile is).
  3. Sep 26, 2006 #363 of 6277

    frozenbubbleboy New Member

    Sep 19, 2006
    Ok...I have a successful install in San Antonio, after just a few snags.

    I called Time Warner on Friday to request the cablecards, and the customer service rep to happy to accommodate me. When I mentioned that both cards would be going into one device, so I should only be charged for one outlet he said he needed to forward me to someone else. So, I explain the situation to guy #2. He tells me that I can pick up the cablecards at any Time Warner location and install them myself. GREAT!!!

    So, I go to the nearest location, wait in line for 45 minutes, only to be told that there's only one location in town which provides cablecards (one by North Star Mall). The girl even checked with her manager to be sure, and they even checked to make sure they had them there. Well, it was already getting late, so I wouldn't have been able to make it there in time.

    So I head over there Saturday morning to pick them up. After waiting in line for 30 minutes, I ask for the cablecards. After the usual lecture on what features I'll be missing out one, the woman (Marie) goes in the back to get the cards. When I hear her talking on the phone, I realized something was up. She finally comes back out, and said that they were currently out of cablecards, but she called the warehouse to send over some more later in the day. She takes my number down and says she'll call me when they get in, and she'll hold two for me.

    Well, with 4pm approaching (the office closes at 5pm on Saturdays) and still not having heard a word from her, I decide to head over there. I explain to this other woman that Marie was going to hold them for me, but I hadn't heard anything. She tells me to wait by Marie's counter so she could help me. Well, they did get them, and she did have them for me, but she forgot to call due to how busy they were. (I worked retail for 6 years, so I completely understand). She gives me the cards, and says that all I needed to do was pop them in, and they should be good to go.

    So, I get home and pop them in. All I'm able to get are the analog channels, the local HD channels, and ESPN HD. I couldn't get any of the other HD channels, nor could I get any of the digital cable channels. So I call Time Warner. I finally get someone after a 25 minute wait. He tries a few things, but nothing works. He puts me on hold. After a few minutes, the line gets disconnected. :mad:

    Furious, I call back. This time, I'm on hold for 35 minutes. I explain to him the problem I'm having. We're probably on the phone for about 45 minutes, and nothing he does works. Heck, some things he did caused me to not get ANY channels at all. So, he's obviously tired of dealing with me, so he schedules a truck roll for today (Tuesday) between noon & 4.

    So, It's nearly 2:30, and nobody's showed up yet. I call Time Warner to see if my service actually was still scheduled, or if it just disappeared. It was scheduled. About 10 minutes after I got off the phone, 2 Time Warner trucks pull up.

    The guys come in, and I explain what the situation is. One of them (the more senior one, I assume) immediately said that the cards weren't paired. He asked me if this was a self install, which it was. He was surprised when I said when I called, nobody took down the host ID & the cablecard ID. So one of the guys calls it in. 12 minute wait.

    Once they get through, they get the first card paired up, and it was then able to get the additional channels. They get the second card paired up, but nothing. They try a couple of things, but still nothing. The senior guy had one cablecard with him, so he pops that one in, and gets it paired. Still nothing. After trying several things on that one, they pop in another card (and the last one at that). Get it paired up, AND IT WORKS!!!! :D

    In total, the installers were here for around 50 minutes. After they left, I sat down and checked every single channel, with both cards. There's one channel I can't get on the first card, but I don't believe I've ever watched anything on the Hallmark channel, so I could care less about that.

    So, now that I've got my Tivo setup, I think it's time for me to rot in front of the TV for a while. :cool:
  4. Sep 26, 2006 #364 of 6277

    mapugh New Member

    Sep 15, 2006
    This is my experience with TWC Raleigh:

    The cable guy (independent contractor) showed up at the house with a work order specifically stating that 2 cable cards were to be installed. He only brought one. He was completely in the dark about cable cards in general, and Tivo specifically and spent most of the next hour on the phone trying to get someone to explain how to do the install.

    After about an hour, he told me that he could not activate a single card in Tivo and that both cards would need to be installed (yeah, right). I told him I wasn't about to take another 4 hours off work to wait around for another installer. He called around and apparently found another installer willing to meet him locally and give him another card.

    When he returned and installed the second card he was unable to get anything other than the analog basic cable and local digital/HD channels to work. He was told by the CSR tech on the phone that the HD suite (ESPNHD, Discovery HD, HDNet, HBOHD, etc.) wouldn't work with the Tivo yet.

    After he left I spent about 1/2 hour on the phone with TWC only to be told that they were able to confirm that the HD suite channels would not work on the Tivo and that they were 'working' on the problem.

    So -- I have an $800 THX certified cable card box that doesn't give me access to my subscription channels. Not fun.

    Anyone else out there with a similar experience?

  5. Sep 26, 2006 #365 of 6277

    derekcbart New Member

    Sep 1, 2005
    Los Angeles
    I don't know about TWC Raleigh, but all premium and HD channels show up on both of my CableCARDs installed by TWC Los Angeles.
  6. Sep 26, 2006 #366 of 6277
    Eskimo Pie

    Eskimo Pie New Member

    May 17, 2002
    Buffalo, NY...
    Well TWC Buffalo (Formerly Adelphia) came back for my second attempt today. I had previously had an attempted cable card install and one of the cards was apparently bad... they were here for about 3 hours before they finally gave up (originally)... Today they came in, plugged in the first card, wrote down the CC number and Host ID off the screen... plugged in the second card, wrote down the CC number and host ID off the screen... called dispatch, gave the info to the lady on the other end... she paired the cards and sent a "hit"... Wham Bam... done... both cards get all my channels I'm supposed to get... Probably less than 15 minutes from them coming in to them leaving. We were shocked... especially after our first attempt. Anyway, all is well here in Buffalo... no hesitation from anybody over it being a TiVo (other than not knowing what it was)...
  7. Sep 26, 2006 #367 of 6277

    mowheeler New Member

    Sep 21, 2006
    TW tech showed up at my house today. Had never seen or heard of a Tivo Series 3. Installed two cablecards. Set them up. And left. Took less than an hour. I'm a believer.
  8. Sep 26, 2006 #368 of 6277

    kensteele New Member

    Dec 28, 2002
    fyi Time Warner in Overland Park, KS will require a visit (no pickup) for the time being.
  9. Sep 26, 2006 #369 of 6277

    rafeco New Member

    Sep 26, 2006
    My installation went very similarly to mapugh's. I got an install today in Raleigh. The tech (a very nice and helpful guy named Roderick) brought both cards (yay). The first worked without a hitch (it tunes in every channel I subscribe to). The second didn't work at all, so he had to leave and get another card. When he got back and installed it, it looked like it wouldn't work either (same error message as the first). It eventually came around, but now it won't tune in anything but the local HDTV channels and the local new's channels 24 hour weather channel. I'm wondering about a solution, or whether I just need to get that second CableCard replaced.
  10. Sep 26, 2006 #370 of 6277

    ahaley42 New Member

    Sep 12, 2006
    Anyone else having any issues not getting channels or getting copyright protection issues? I'm in Austin and can only currently get Premium channels on 1 card and am getting copyright issues on all 4 of the major HD channels. The recorded shows get deleted 1.5 hours after recording. Tivo says it's up to the cable company to deal with and won't even escalate my ticket (I've talked to 5 people there) and TW says the copyright flag is not enabled on any channels. It's driving me crazy. I think I have up to 30 days to take it back to Fry's so I've still got a little less than 2 weeks left. It might have to go back. I can't risk getting stuck with a $100 brick.
  11. Sep 27, 2006 #371 of 6277

    dracx New Member

    Sep 12, 2006
    One of the earlier posts in this thread indicated success with picking up cable cards at the TW Dallas Farmer's Branch location. I drove over there hoping I could be enjoying HD tonight. Walked up to the rep and asked for 2 cable cards for my new Tivo. "Cable...what?" You know, cable cards. <blank stare>

    The rep next to us overheard the conversation, and asked if the cable cards were for my "HD". I said they were actually for my new Tivo. "Our cable cards only work with HD". (I'm assuming he meant an HD TV...) So I (sorta jokingly) said that the Tivo does support HD. "Then why did you say Tivo - that just confuses us". Yes, he actually said that.

    Needless to say, no HD tonight. My appt is for next Monday, and after reading through this thread, it sounds like I need to keep my fingers crossed!!
  12. Sep 27, 2006 #372 of 6277

    lrhorer Active Member

    Aug 31, 2003
    Shall I start counting? They could make it worse, however, believe me.

    Trust me, Time Warner Cable Techs are not paid minimum wage, by a long shot. I know, I used to work for them as an engineer. While you would be extremely hard pressed to come up with enough money to pay me to go back to work for them, I can tell you their technicians are well paid - if very badly treated - and while most of them are not rocket scientists, for the most part they are not totally clueless, either. There are of course some who should not by rights call themselves technicians, but by and large most of them are technically quite competent in their own area of understanding. Of course, there are always rookies, fresh out of high school, graduating far from first in their class. Who you get is luck of the draw, but the rookies and less experienced techs are not usually reticient to call upon their lead techs. If they are, then you should encourage them to call up their lead for assistance.
  13. Sep 27, 2006 #373 of 6277

    hookbill Feathered Member

    Dec 14, 2001
    Northeast Ohio
    Just curious. Are the techs willing to follow the instructions TiVo has? I'm going to insist they follow it when they come out to my house (as nice as I can).
  14. Sep 27, 2006 #374 of 6277

    comicsacrifice New Member

    Sep 14, 2006
    as much as i hate to admit it, i actually needed the tech there to install my cards. and i was so pissed when i found out i couldnt pick up the cards myself. we went through 3 cards before we got 2 that worked.
  15. Sep 27, 2006 #375 of 6277
    Hokie Fan

    Hokie Fan New Member

    Sep 26, 2006
    Columbia, SC
    After the lunch time debacle I received a call from the indepdent contractor techs (techs henceforth). They managed to locate two CableCARDs and returned around 8:15 in the evening to do the installation. This was their first CableCARD install and they had never really seen a TiVo at all, much less a Series 3. To their credit they studied TiVo's supplied instructions for a bit and then proceeded to install Card 1 and then Card 2. When each card was installed it immediately popped up the CableCARD info screen with the card ID and Host ID. The longest part of the install was waiting on the operator at the headend to first transcribe the card and host IDs. One of the IDs was copied down wrong and this caused problems during pairing. Once the proper numbers were confirmed pairing occurred in a matter of minutes.

    I was unable to get the various HD Tier and premiums (SD and HD) at first. Once I forced a restart via the settings menu TiVo came up with the HD Tier and Premiums working as expected.

    Here's a rundown of what does and does not work.


    Local HDs (ABC, NBC, CBS, FOX, etc)
    Discovery HD
    HD Tier except for Universal HD
    HBOs (all six of them) and HBOHD
    Cinemax and its variants
    ESPNHD (praise be to gozzar)
    Digital Only channels like Speed, etc. (Haven't explored too many of these)

    What DOES NOT Work:
    Pacific feeds for HBO, HBOHD and Cinemax

    I suspect that like much of the country TW of SC is using the Switched Video technology for the Pacific feeds and it appears that UniHD is also on the switched video technology since all the other channels in the HD Tier work fine. I will call and confirm this today.
  16. Sep 27, 2006 #376 of 6277

    cwoody222 Active Member

    Nov 13, 1999
    Buffalo, NY
    Hey - nice to see you made it here from the AVS Forum :D

    Glad to hear your CableCARD install went smoothly.
  17. Sep 27, 2006 #377 of 6277

    robreams New Member

    Feb 17, 2003
    Can anyone verify the above? If I replace my current SA-8300HD with a Tivo Series3, will I lose the Digital Music Channels Time Warner offers?
  18. Sep 27, 2006 #378 of 6277

    derekcbart New Member

    Sep 1, 2005
    Los Angeles
    I've got digital music channels with my S3 with TWC Los Angeles.
  19. Sep 27, 2006 #379 of 6277

    VoodooNYC New Member

    Sep 14, 2006
    Brooklyn, NY
    I have TW coming to Brooklyn for the second time this Saturday after 1st installation resulted in failed cablecards and cablecard stuck in the slot. After numerous calls to 4 supervisors, I was able to schedule again and not have to wait 3 weeks for a truck roll with the assurance that they would bring more than 2 cards this time around. If I'm up and running by Saturday, I'll be happy to help. :)
  20. Sep 27, 2006 #380 of 6277

    macsamurai TiVoSamurai Too!

    Dec 30, 2001
    Thanks! I spoke to my Public Affairs rep this morning and gave her some info that will hopefully help - thanks to TiVo Community member "alee" and also the "head end" info that was posted here earlier from the TWC customer in Albany.

    She just called back to tell me she passed all that info along to the head end techs and the IT supervisor and they are both "working on it," but there's still no ETA as to when they might have it resolved (or figure out exactly what the problem is, for that matter). Hopefully I'll get a more informative update tomorrow.

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