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Discussion in 'TiVo Series3 HDTV DVRs' started by tunnelengineer, Sep 14, 2006.
Hey from Chapel Hill...
Just had my CC installed a couple of weeks ago and can make one suggestion:
Don't waste your time discussing with the CSR...they know less than nothing regarding CCs / SDV / TAs...
Just call and order your CC install from the CSR (which you'll pay $42.95 for the privilege) . Ask / Insist that they simply note on your work order that you are requesting an M-Card for a Tivo. Do not wast your time arguing with them when they tell you they don't have M-Cards...just politely insist they add the note to the work order.
When the actual installer arrives, verify he has an M-Card...and if not, ask him to call his dispatch/supervisor to obtain one and come back.
After an hour of being told by three separate CSRs that TWC Raleigh-Durham do not have M-Cards (despite my neighbor using one), the suggestion above is what I did. The installer arrived with both M and S cards..."not knowing what I needed"...and the M-Card installed in under 10 mins. and all has been well since.
Best of luck!!
It makes no sense at all to me why any TW office would not have M-Cards available for their installers.
It seems to take them at least 15 minutes for each card they install. Mine took close to 30 minutes each.
Unless the are charging you by time spent for the install, they are losing money each time they insist on using two S-Cards instead of one M-Card.
Here the install fee is PER CARD....
I believe one factor could be that they have a bunch of S Cards that they have in inventory and circulation that they want to use up. Personally, I have M-Cards in my S3 and my THD. I asked for them... I got them.
Sorry if someone else already posted this, but just saw that TW SD has the tunning adapter page up to put your pre order in. First time poster so I can't put in a link, but if you go to TW SD and search "SDV Tunning Adapter" it will pop up.
An update from Milwaukee-
Back in Nov., I filed a complaint with the FCC about TW deploying SDV in my area without a solution for TiVo customers. I received a copy of the complaint from the FCC on Friday and they must have sent a copy to the local TW HQ also.
I received two calls on Monday from TW, wanting to know what they could do for me. They're going to retroactively credit me about $10/month for each month since I've had the TiVo. Unfortunately, they don't know any more than we do on when the TA will be available in my area, though the person I spoke with said that it should be in place this quarter (by the end of March). I'm not holding my breath.
If you have yet to get a TA, I highly recommend filing a complaint with the FCC (can be done through the FCC website). TW will listen to you if you do that. I had been trying for months to get some straight answers from anyone at TW, even speaking with several customer care supervisors, but it wasn't until they received a copy of the FCC compliant that I actually got any. If you are in Milwaukee or SE Wisconsin, I highly recommend calling TW and asking to be transferred to the "Solutions" department and voicing your concerns there. At the very least, you should get some kind of a credit to your bill.
Please reply to this post if you are using Time Warner Cable in Rochester, NY and have successfully used a Tuning Adapter for SDV channels with a TiVo HD box. Also let me know if you have had problems with this. I am about to purchase a TiVo HD box and want to make sure that there are no problems with getting Time Warner (specifically in Rochester, NY) to come out and install the Cable Cards along with hooking up the Tuning Adapter.
I understand you have to order the Tuning Adapter by mail first before the TWC installer comes to install a 'M' cable card.
Thanks in advance for your help.
The channels aren't scheduled to go live until midnight, but my TiVo downloaded guide info for over 50 new HD channels.
I cannot wait to see if they work overnight!
I'm a past Tivo user and am so frustrated with the TWC HDDVR box...So I live in Chapel Hill and your post is helpful. Does TWC Raleigh-Durham have TA's yet? And will I pay $42.95 for each TivoHD CC install if I have more than one or is that a flat fee? And how much do you pay for each CC/TA?
Thanks in advance,
The Raleigh-Durham TWC CSRs will tell you different things depending on who you talk with...a year ago I bought (and returned) a Tivo HD because we only had S-Cards and TWC did get $42.95 per card to install (and at the time, all the channels below 100 were analog on Cable Cards, but that is now fixed). I think they will still charge you per card installed...a rip at best. I had an M-Card installed (one card, two tuners) and it was $42.95.
We do not have the Tuning Adapter yet, but there is a pre-order page on their website you should use...some are saying we will get them soon, but time will tell. The Tuning Adapter is free.
Our CC price is $2.50/month plus $1.43 for an additional outlet of Digital Tier...this pricing assumes you have Digital Tier...as the price for the initial Digital Tier outlet is $9.10 on top of Basic and Standard packages (does not include a digital box and is from their revised Jan pricing.)
I'm in Cary, NC. Dropped TW last month and saving $100 a month. Getting OTA HD from Raleigh and Burlington. Come on in the water's fine!
I am also a very upset TWC Raleigh customer largely due to their absolute clueless CSRs I talk with when I call about the Tuning Adapter. Most either don't know what they are, don't know what SDV is, they deny that channels are being moved or they say the adapter is coming soon. TWC Raleigh sent a letter back in September that it would be out by the end of 2008. It's now February and nothing. TWC Greensboro is handing them out, why not Raleigh? Add to that the monthly bill is over $100, they are taking away channels (some of the HBOs are now on SDV, BBC America is moved to SDV), they raised the price in January and I do not receive any of the new HD channels due to SDV.
I am seriously considering moving to Dish Network and one of the TurboHD packages...their current promotions/pricing are very enticing.
No kidding...I'm so frustrated with TWC...I reluctantly had to switch over from Directv because my new home has trees all around it and I couldn't get a clear shot at the dish...The SA DVR is so far from the DTV DVR I was using...to be honest it wasn't too much of a switch from Tivo -> Directv DVR the did a pretty decent job but the SA DVR I'm afraid is horrible from what I can tell...although I'm not sure if the source is the dvr or the horrible service that frequently goes out and pixilates...etc.
Anyways I guess I'm stuck unless U-Verse makes it out my way...I'm trying to get anyone in my neighborhood to call AT&T at least so TWC would have some competition.
Anyways thanks for the information! I think I may try to make things a bit less miserable and try get a DVR...some have said that there is no SDV in Raleigh but I wonder? I sure wish they would get some more damn HD Channels...coming from Directv I was spoiled almost all the main channels are in HD....AHHH
Hang in there... The TA is very very close. Some may be seeing something in their mailbox in the next couple days.....
Raleigh-Durham is using SDV (which can't be received on Tivo without a Tuning Adapter - which hasn't been released yet in this area).
All the new HD channels being added are SDV...the HD channels from about a year ago are not SDV and tune just fine with the CC.
As an example, USA is being added in HD this month...but SDV, so you won't get it without a TA or one of TWC's digital boxes.
Yeah, I'm running out of patience with TWC as well. We continue to pay more while getting less. Customer service is... well, it isn't, really. The fact that CSRs are so poorly informed is inexcusable. TWC appears to be making no effort to event present the appearance of giving a crap. If a product or service is covered on the TWC website, as the TA and SDV are, is it unreasonable to expect their support staff to be versed on it? No it's not unreasonable, and in fact, it's absolutely ludicrous that they are not. Common sense would dictate that BEFORE you publish information on a new offering, you would train your support staff on it. I simply can't see a reasonable excuse for why this would not have happened. Are we to believe that this was an isolated incident and that somehow the CSR training didn't take place prior to the publication of the SDV and TA information? I doubt it, since many CSRs STILL don't know what SDV even is. No, I think the more likely explanation is that they simply don't have the appropriate policies and procedures in place to keep their CSRs trained properly. Imagine if our military were run using the same interdepartmental communications, information dissemination mechanisms and training practices that TWC apparently uses. I've come to the conclusion that TWC is mismanaged from the top down. Well, with a couple of exceptions... marketing and accounts receivable are doing a really good job.
I thought I'd post on my tech experience today with the TWCNYC install.
Well, I guess I was incredibly lucky that the installer had a TiVo himself so he knew everything about it and installed an M-Card in my TiVo. It was actually pretty painless and he admitted that the CSRs and the reps at the walk-in customer service center had little knowledge and probably no training at all on these things. However one thing he didn't know was about the tuning adapters. He doesn't use one nor does he know that there is a need for it now. I anticipate this to be an issue in the future but his response made it seem like these adapters have not been deployed. Has anyone in the TWCNYC area received and is using one? Other than that - everything looks like it went well and I am very pleased to go back to my familar TiVo OS.
I still haven't seen any price list but he said that it was $1.75 for the card and that there may be a $2.99 or something duplicate programming charge (since I did not replace any boxes).
He was very cool and it took about a goot 30-40 minutes for everything to load up, etc.
So until I start noticing that I'm losing channels (heck it could be happening now, I don't know as I haven't gone through it all yet), I guess I'll find out more about the tuning adapters.
I'm in Southern Manhattan (yay for 50 new HD channels this week!), and SDV has not been deployed here. So far, no disappearing channel and no need for the TA.
Fingers crossed that we stay like this for awhile.
So the new HD channels were added in Southern Manhattan today, and when i woke up, i noticed they were there.
I went into my TiVo's Channel list and added the new channels, all of which had no information because the Tivo didn't know that TWCNYC-S offered those channels.
Much to my surprise, after a few minutes of adding the channels, program data and channel names started appearing in the guide data. I would have figured that Tivo/Tribune would need to inform the Tivo of the newly offered channels, but i guess it doesn't.
I still have not received a "new message" telling me of the new channels, but everything looks to be in working order.
I filed an FCC complaint (#09-C00091130) online using Form 2000F "Other Communications Complaint" after TWC Charlotte failed to provide a callback regarding TA availability after waiting more than three days. They can't keep publicly advertising "Free HD" while requiring their fee-based set-top box, charging $9.99 monthly for an "HD Tier", and not providing Tuning Adapters.
Guidelines for submitting an FCC complaint online are here.