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Official Time Warner Cable Thread

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

  1. Jan 6, 2009 #3961 of 6277
    star_topology

    star_topology New Member

    3
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    Jan 6, 2009
    Wow, never did I expect to find THIS many pages about Time Warner horror stories!

    Before I post my story... let me ask this question, how long *should* it take TWC to install my encoder card?

    (Don't say "it depends on how busy they are." I've heard that too many times.)
     
  2. Jan 6, 2009 #3962 of 6277
    PumiceT

    PumiceT Mentally Drunk

    134
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    Apr 16, 2002
    Buffalo, NY
    Actually, it seems to be working pretty well... I suppose I should switch them back? Maybe it wasn't the swap that made them work, and they just needed to be removed and reinserted?
     
  3. Jan 6, 2009 #3963 of 6277
    skaggs

    skaggs AlbanyHDTV

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    Feb 13, 2003
    Albany, NY
    It took only 25 minutes from the time I let the tech in my door to the time he walked out. He installed a Mcard in each of my two TiVoHD units. You can read the details here.
     
  4. Jan 6, 2009 #3964 of 6277
    Enrique

    Enrique Active Member

    5,066
    4
    May 15, 2006
    +1 It took only 10-20 minutes for me. As long as you know whats going on and can help, that can go a long way in getting it right the first time(but that's not always the case). Just read up on the process and you should be fine.
     
  5. Jan 6, 2009 #3965 of 6277
    star_topology

    star_topology New Member

    3
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    Jan 6, 2009
    That is incredible, and not entirely unexpected. My local TWC, to date has had my Tivo for one week.

    On top of all that, it took three to four days to even get pointed in the right direction. Here we go:

    Wife gets me a Tivo for Xmas. I'm excited.

    Next day, I unbox and read the instructions and call TWC to schedule a visit for Saturday between 8 and 12. I hook the TiVo up to my Internet to download updates and program listings to cut some of the work out. Still excited.

    Saturday, he's a no-show. No phone call either. I'm miffed.

    Monday, I call back to reschedule. Tuesday between 1 and 5. I'm at work during those hours, so I request the last visit of the day. I'm inconvenienced.

    Dateline Tuesday 1:45, I get a phone call FROM THE TECH! He's ready to come out. Needless to say, I cannot oblige him. He then asks, "What do you need done again?" Once I explain to him (what should've been on his ticket) he tells me that he's a contracted tech, and they don't do those installations and that I have to bring my TiVo to the TWC office. I'm appalled.

    After I get off work, I bring in the TiVo to get the card installed, and the lady behind the desk could not give me an estimated time of completion, rather a "I dunno, it depends on how busy they are." I'm angry.

    Next day, the cable goes out. After a grueling back-and-forth with uninformed tech support, customer service supervisors, and eventually a level-two tech, he was able to find that a cable card option was toggled on my existing HD box that does not have a freaking card! At least I got my cable back. I'm pissed.

    Yesterday, I pay a visit to check up on my TiVo and the latest update is "by the end of the week." I'm livid.

    I haven't had a day's trouble with the actual service that TWC provides, it's been solid. But the last two weeks of customer support was easily the worst customer service experience of my life. They have 2 1/2 strikes on them, and DirecTV looks better and better every day.
     
  6. Jan 6, 2009 #3966 of 6277
    PumiceT

    PumiceT Mentally Drunk

    134
    0
    Apr 16, 2002
    Buffalo, NY
    Too bad that TiVo HD unit won't work at all with DirecTV. If you want to make a REAL challenge to Time Warner, you'd need to threaten to leave them for FiOS or some other service that can use CableCARDS. Satellite is not one of the options.
     
  7. Jan 6, 2009 #3967 of 6277
    skaggs

    skaggs AlbanyHDTV

    233
    0
    Feb 13, 2003
    Albany, NY
    star_topology:

    There are people at TWC that are "in the know". In my experiences, the Customer Service Reps are not these people. For example, if you have read these threads for awhile, you will notice that a helpful, knowledgeable, frequent poster here is cableguy763 and he is a TWC employee in Austin, TX.

    Since you said you got a call from one of the Techs when he was ready to meet you, look through your call log and get the phone number. Call him back and (very politely) explain that you would like to speak to his supervisor. Give your cell phone number as the call back number.

    When the tech supervisor calls you back, note the number on your caller ID. Ask him for his direct extension before explaining your issues. Remain calm and be polite. Be prepared by writing down all your issues before the call.

    I was able to befriend a couple of techs and two of the tech supervisors this way. I eventually ended up with their email address. I found these guys were interested in some feedback from customers who were knowledgeable with TiVos, since they had very little experience with them. For example, I'll estimate that Albany TWC has about 50,000 customers, of which only 300 cable cards had been issued. (This number of cable cards was unsolicited info provided by one of the tech supervisors)

    Now, I will bash TWC when necessary on lack of HD channels, SDV, lack of tuning adapters, cc byte restrictions, etc. The CSR's are not the people to go to when you want information. Any problem you present will result in them telling you to remove your cable cards and reinsert them. ;)

    Good luck with your TiVo. By the way, I would never have let them take my TiVoHD's into their possession.
     
  8. Jan 6, 2009 #3968 of 6277
    picachux

    picachux L.A Pimpin!

    11
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    Mar 23, 2006
    City Of Angels
    Just got done, Took all day as the guy they sent out only brought 2 cards with him and both were bad. He left after about and hour of trying the same thing over and over. Came back 3-4hrs later and then waited for another hour for his supervisor to show up with 1 more card which worked. Another hour later someone came by to drop off 5-6 cards. It's working with 2 Single Stream cards, He told me that they have no way of knowing when they will get Multi Stream cards. Guess I will have to pony up the extra $$$ for the 2nd card. :( I am Happy that I can start adding all my season passes. :)
     
  9. Jan 7, 2009 #3969 of 6277
    bitbanger

    bitbanger New Member

    10
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    May 12, 2008
    Latest news on tuning adapters from Jennifer at TWCNY...

    She says they are now telling reps that they are due in around April... so much for the end of the year availability mentioned in the Oct '08 letter.

    I mentioned I feared this device might go the same route as the multi-room DVR service they'd allocated a channel for on the SA8300HD (when I had that prior to last year.) That service seemed to be in testing for years and was never deployed. She replied that "we will definitely be getting the tuning adapters, I just don't know when."

    I'll believe it when I get the call telling me they are available.
     
  10. Jan 7, 2009 #3970 of 6277
    bitbanger

    bitbanger New Member

    10
    0
    May 12, 2008
    Ok, so it seems I might have been a little premature in my last post...

    Surprisingly, and within seconds of hitting send on my last post, I got a call back from Jennifer at TWCNY and she tells me she just spoke to the call center supervisor who is telling her "they will start to ship tuning adapters to those who've signed up through the web site in the next 2 to 4 weeks with the goal of getting them all out by the end of the first quarter."

    This is a much better answer than "I don't know when."

    Thank you, Jennifer!
     
  11. Jan 7, 2009 #3971 of 6277
    po00oq

    po00oq New Member

    4
    0
    Jan 28, 2008
    So, I finally got a TWC Rep out yesterday to install my tuning adaptor... It took him about 2 hours to get the thing working. The guy he was talking with on the phone didn't know anything... I had all of my digital channels working, but my basic channels would not come in. After about 2 hours of talking with this guy, he finally got it working.

    The only thing is I don't get 2 of the HD channels (A&E and Palladium) All of the other SDV Channels are coming in though YAY!

    The guy that called me said that the general roll out would be on the 12th in San Antonio. I'm happy now.. I just hope they don't jack my bill up because they had to "Touch" my account..
     
  12. Jan 9, 2009 #3972 of 6277
    KeithB

    KeithB New Member

    156
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    Dec 12, 2008
    Charlotte
    True, but April 1 :eek: is only one day after the end of the first quarter. ;)
     
  13. star_topology

    star_topology New Member

    3
    0
    Jan 6, 2009
    In addendum to my previous posts... Time Warner still has my TiVo and with two weeks gone by, they are still not done with it. "The end of the week" last week was when it was supposed to be done. I've had the TiVo service activated since X-Mas Eve, so I'm in effect paying for the service that I am unable to access.

    Monday will begin the third week that TWC has had my TiVo HD box in their possession just to install the encoder card. I'm beginning to think this is in effort for me to get frustrated and just buy their proprietary Time Warner DVR, but I'm not about to give up. I know they can't be that busy to take the 30 minutes or so required to pop this thing in, but I don't know what to do next aside from contacting the BBB--but that isn't going to accomplish anything, or building my own MythTV setup. I'm technical enough to do this, but the TiVo was a big gift from my wife and I don't exactly want to tell her we have to take it back.

    Please advise. I'm beyond frustrated with the lack of assistance TWC is giving me, and I'm unfortunately not in a position to make demands for a switch in service, as there are no other reliable sources for cable TV and Internet. I could get DirecTV and ATT DSL, but I would be paying more for those services than I am now with TWC. Damn monopolies...
     
  14. BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    Your local TW office getting the Tuning Adaptors isn't all you need.

    Our TW started handing them out saturday morning and by saturday afternoon stopped and were having them returned.

    Apparently they were not loaded with the correct firmware.
     
  15. bobrt6676

    bobrt6676 Member

    187
    0
    Dec 31, 2007
    Huber...

    1. You CAN go to TWC and demand the return of your TIVOHD. card or no card. (it is YOUR property not TWC's)
    2. You CAN use your TivoHD w/o CC('s) for basic cable or put a set of rabbit ears on it until they can install the cc('s) at YOUR place.
    3. You CAN demand credit from TWC for services lost.
    4. You CAN have TWC conference with Tivo to get your CC('s) working.

    I am not sure what city you are in but if you post your city there may be others in your area that may have insight to your local TWC office.
     
  16. Lorcane

    Lorcane New Member

    33
    0
    Feb 11, 2008
    South Texas
    I'm having some strange issues with my TivoHD and how the 2 cable cards work. I was wondering if anyone else has had this problem and how it was fixed. I have about 10 channels or so that don't tune in the correct station. For example, SCFI for me is channel 450, but when I go to that station I'm getting ESPN; however, ESPN is still tuning in on the correct channel. Also the History channel is completely black. When I look at the Cable Card menu it shows a signal and that my decryption is working, yet I don't get anything on the screen. And another thing, according to the official channel listings in the RGV area I'm not suppose to get ESPN2HD with Cable Cards, however, it is tuning in just fine on both cards. All my problems started in Mid-December when my local area started to reorganize a few of the channels and it seems they added a few more sports channels to the sports package.
     
  17. SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    You might try a complete reboot to insure that the cablecards/TiVo are using a current channel map. Ive had my S3 have troubles after lineup changes until I pull the plug and start over.
     
  18. bitbanger

    bitbanger New Member

    10
    0
    May 12, 2008
    My tuning adapter was at the door when I got home from work today. After dinner I got it connected--initially got no signal, but that was because I connected it to ANTENNA, not CABLE, connector on TiVO.

    Called the toll free number included with the adapter, confirmed it was authorized and functional, then (after connecting to CABLE input) was able to tune all SDV and non-SDV channels first try. Currently watching CNNHD (SDV channel 824.)

    Congratulations TWCNY for a successful tuning adapter deployment!!
     
  19. xtoyz

    xtoyz New Member

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    Dec 28, 2008
    Rochester, NY
    You had a number to call?! I did not, was just plug and play.

    Shawn
     
  20. mbruns

    mbruns New Member

    6
    0
    Mar 14, 2007
    Just Venting:

    In Columbus Ohio, Time Warner is moving FOX from Channel 728 to 708. They sent the data to Tribune, which sent it to Tivo, which updated my TIVOHD DVR.

    They neglected to actually move the channel, so anything on FOX didn't record. 708 is a blank channel.

    I only found out, when my wife yelled "Where is American Idol?"

    Did this affect anyone else?
     

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