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Official Time Warner Cable Thread

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

  1. dulcinea

    dulcinea New Member

    45
    0
    Jun 17, 2003
    California
    So after reading all the recent posts about problems in the West Hollywood/LA area with the scrambled channels not showing, I called TWC last night to try and get someone out here next week to fix the problem, prepared to tell them about copy protection flag problem (I figured I'd only mention SDV & a tuning adapter if I was told the protection flag problem had been fixed and/or wasn't an issue in my area). Not only did the tech know about the issue, but - surprise! - informed me I had a service call with a supervisor scheduled for today. Nice of them to give me advance notice but hey, at least someone with the ability to get something done (hopefully) was coming out. I also checked to see if the problem had somehow magically been resolved, because sometimes the Blue Fairy really does intervene and all is well in the kingdom of TiVo.

    Supervisor, accompanied by the tech who was here yesterday, just left; they spent about five minutes here because, lo and behold, the Blue Fairy, played today by someone on the tech desk the supervisor had asked to perform some work on my account, had intervened, and the problem was fixed. I apologized to the two men for having them come out for nothing, but reiterated that, as of last night, nothing had changed. The tech that came yesterday seemed a bit hot under the collar, but the supervisor stopped him, repeating the "advance work" statement. The supervisor also gave me his name and cell phone number, in case it went out again.

    So, no tuning adapter needed, at least so far, which I guess also means no SDV, at least not yet, plus the bonus of a supervisor's cell phone number. Not a bad day, all in all, especially since I thought it would be Monday at the earliest that I would get my scrambled channels back. And still glad I found this thread, not only for the info I got on the current problem, but for possible future use as well, because if anyone can screw up a system that's working, it's Time Warner.

    Have I mentioned that I hate Time Warner?
     
  2. Aug 1, 2009 #4322 of 6277
    nikko11

    nikko11 New Member

    3
    0
    Oct 12, 2008

    Ok, so the installer just left my place, and my service has been restored.
    The installer said that he had been dealing with this issue all over the city.
    He did NOT bring an SDV, but just a new cablecard (M card!) and replaced my two old cards. He went through the pairing process over the phone and within 10 minutes I was up and running again. He told me that they are still not using SDVs in this area.
     
  3. Aug 2, 2009 #4323 of 6277
    weinesq

    weinesq New Member

    3
    0
    Feb 19, 2008
    The same exact thing happened to me. Nobody at local TWC knew anything about adapters. Apparently the switch has happened other locations (Palmdale) but it hasn't changed here in los angeles... yet.

    After fighting with tech supervisors, someone at TWC magically "fixed" the signal from the TWC central deathstar and suddenly I had all my channels back -- with no adapter.

    I got a week's credit for the trouble but they should give me a life time free subscription for all the heartache they have caused and frustration!
     
  4. Aug 2, 2009 #4324 of 6277
    Kablemodem

    Kablemodem Get the ketchup.

    19,273
    3
    May 26, 2001
    Sherman...
    About six months ago I received a postcard from TWC telling me I had to update my cable card info for their records. I filled out the postcard with all the info they requested and then a few weeks later I got another one. They probably couldn't read my hand writing since I have 4 cards and they only provided room for two. I ignored the second postcard and a few weeks later received a letter stating that if I didn't provide my cable card info I would lose service. I presumed this was in preparation for the switch to SDV. The letter gave me a link to provide the info online, which I did. I received two more letters and each time provided the info online. I guess having done that saved me from the mess others have experienced. The only change I have noticed so far is that most of the channels are now copy protected and MRV is mostly useless for anything I have recorded since last week. I know SDV has not been implemented here yet, but it supposedly has been in the West Valley. I hope the new DirecTiVo comes out soon because I can't wait to get away from TWC.
     
  5. Aug 2, 2009 #4325 of 6277
    craigf

    craigf New Member

    12
    0
    Oct 30, 2002
    I'm in West LA. Time Warner has added the 0x03 CCI byte to both Playboy (771) and Playboy en Espanol (772). I have monthly subscriptions to both. Shows are deleted 90 minutes after recording begins. Obviously, their customer service people don't have a clue what I am talking about.

    Has anyone else who has experienced this issue made any headway?
     
  6. Aug 2, 2009 #4326 of 6277
    arantius

    arantius New Member

    60
    0
    Jul 25, 2009
    Wednesday came and went, nobody came to my house though. Had to reschedule for Saturday. Tech came and went and, despite it being on his work order, did not bring a TA. Left me still unable to tune most of the HD channels, with a schedule for an "in house" tech to come today. That tech also did not bring the TA, though I explicitly asked for it when making the appointment. He basically did nothing but sit around my house for 90 minutes while we dealt with various support lines, which did nothing.

    I called TWC again, and got another CSR and supervisor who claimed that I do not need, and they do not provide TAs. Quoted their site (article: "Why can't I view some channels on my TiVo Series3, TiVo HD, or TiVo HD XL DVR using a CableCARD?") to her, and she said she'd have to check things and call me back. Didn't until I called back first. Now, says she doesn't know but won't make something up (progress!). Needs to talk to the "CAT" team tomorrow, they're not in today (Sunday).

    Generally: little to no progress. I can't get most of my HD stations. TWC is generally not helpful. None of 3 different techs in my house could make it work, and I can't quite get a straight answer whether I need/can get a TA or not. Calling TiVo support gives a firm and clear "you need a tuning adapter" answer.
     
  7. Aug 2, 2009 #4327 of 6277
    dlfl

    dlfl Cranky old novice

    6,996
    16
    Jul 6, 2006
    Near...
    arantius,

    Have you tried TiVo's "Cable Card Hotline" ?

     
  8. Aug 2, 2009 #4328 of 6277
    sdaredevil

    sdaredevil New Member

    2
    0
    Jul 30, 2009
    So I'm out in West LA also. I'm having the problem where you only get the over the air channels. The tech came out today and he seemed to know what he was doing, he checked all the cable card # against what they had in the system and told me it looks like they didn't have the "Data" number in the system which would prevent the card from working right. Unfortunately the Cablecard division is closed on Sunday. He did give me a local number for them so hopefully tomorrow I can call and give them the number myself.
     
  9. Aug 3, 2009 #4329 of 6277
    resing

    resing New Member

    2
    0
    Nov 3, 2003
    As of today, I have a working Tivo HD with Time Warner Cable in San Antonio.

    When they exchanged my single stream cable card for a multistream used in conjuction with a tuning adapter, I'm getting all of the HD Channels I really need. A few are still missing, but I'm not sure it's worth the hassle of the wait on the phone for SCIHD and ESPNEWSHD which I don't even watch in non-hd.

    HD Channels I am getting on both tuners include: Bravo, HGTV, Food Network, ESPN, MTV and all locals.
     
  10. Aug 3, 2009 #4330 of 6277
    meredith760

    meredith760 New Member

    1
    0
    Aug 3, 2009

    The exact same thing happened to my Series 3 HD. I am in the Los Feliz area and serviced by Eagle Rock. After a very long frustrating week of calls and in-store appearances, and A LOT of mis-information, a tech is coming out to install 2 new cable cards on Thursday. After hearing for months from TW that they will not provide cable cards with the 2-way communication capability, magically now they do. They also informed me today service techs do not carry tuning adapters and will not deliver them to your house. I learned this after setting up an appointment for someone to do just that and them arriving at my house today empty-handed and 2 hours late.

    I could strangle TW Cable. When my cable cards were first installed it took 3 techs to follow the on-screen directions and make a phone call. I have very little confidence this transition will happen smoothly on Thursday.

    Also, no letters. No warning. Nothing. I will however be reimbursed for 2 weeks of lost service on my next TW bill. It's a small consolation for an infuriating week.

    If anyone has direct numbers for helpful service people and technicians, please let me know.
     
  11. Aug 5, 2009 #4331 of 6277
    Grumock

    Grumock New Member

    412
    0
    Dec 16, 2008
    Nowhere...
    I just want to make sure you are not disappointed. Cable cards have the ability to ENABLE 2way communication as long as the HOST (TIVO) they are plugged into has the ability to communicate in 2way. This seems to be part of a lot of confusion & when they are telling you that they do not provide a 2way card that is the truth. They provide a card that has the ability to ENABLE 2way communication as long as the HOST it is plugged into is 2way.:D
     
  12. Aug 5, 2009 #4332 of 6277
    Stone1555

    Stone1555 ./1337

    67
    0
    Dec 19, 2008
    fyi as grumock stated, it depends on the host and tivo is not 2way capable
     
  13. robertgp124

    robertgp124 Ordinary Member

    67
    0
    Mar 14, 2004
    Morgantown, WV
    Had a very bad experience today.

    TWC-Clarksburg rolled a truck to install to S cards. I wasn't here, my wife was. She trusted the tech (!) to install the cards. We now receive nothing about channel 50.

    TWC claims the cards are paired. When I look at the information on screen, it says that I should call the cable company to activate the service.

    We get grey screens - nothing.

    Tech is supposed to return Thursday.

    Any thoughts? I'm going to research this more later, but am tired and grumpy now.
     
  14. dlfl

    dlfl Cranky old novice

    6,996
    16
    Jul 6, 2006
    Near...
    Did you have a Tuning Adapter (TA) installed also? This is required if they are using switched digital video (SDV). If so try powering it down for 30 secs and disconnecting the USB cable between the TA and the TiVo. Then pwer up the TA, wait for a while, then reconnect the USB cable. Wait for the green light on the TA to stop blinking and be steady on.

    Installation schedulers and installers frequently know almost nothing about CableCARD's and TA's, or whether you need them. Ask them if they have SDV channels. If so, you need the TA.

    It's quite possible they just haven't done all the pairing and authorizing needed by your mCard too.

    Good luck!
     
  15. robertgp124

    robertgp124 Ordinary Member

    67
    0
    Mar 14, 2004
    Morgantown, WV
    No I don't believe we have SDV, and it's two S cards, not M cards. TWC doesn't seem able to do M cards at the moment.

    I'm stuck at the moment with MISSING_PROGRAM_REKEY in the Conditional Access field. Also my host validation status is unknown 11. I have a bad feeling that this is a TWC problem...
     
  16. dlfl

    dlfl Cranky old novice

    6,996
    16
    Jul 6, 2006
    Near...
    I don't feel quite as bad now. TWC in my region said they only had s-cards too, so I'm paying for two of them, $2.54/mo. per card, FYI.

    There are many reported instances of customers being able to get CableCARD's authorized and paired over the phone (without an installer). Since you've already paid your "truck-roll" dues, I wonder if it would be worth calling them and pressuring them to do that, instead of waiting till they roll another truck?
     
  17. robertgp124

    robertgp124 Ordinary Member

    67
    0
    Mar 14, 2004
    Morgantown, WV
    I called Tivo. They conferenced in TWC, and while I still don't have it resolved, the support person escalated my complaint. Instead of rescheduling another appointment, he changed the status to "work not complete" which he says should prompt a call and visit tomorrow.

    TWC insists it's paired. I'm skeptical, but since TWC is going to attempt to get a tech out tomorrow, I'll go with that for now (they had originally proposed Thursday). While I'm furious with TWC right now, I do tech support myself. It's tough. Locally, I've seen TWC-Clarksburg customer service in action before and I'll give them the benefit of the doubt. Until tomorrow. ;)
     
  18. TracerBullet

    TracerBullet New Member

    95
    0
    Dec 17, 2004
    Anyone with Time Warner in Queens with no audio on HGTV HD? I first noticed it two days ago. All other channels are fine.

    Even if not, anyone have any idea what the problem could be? I've never seen anything like this. I'm at a total loss.
     
  19. JimWall

    JimWall New Member

    92
    0
    Oct 19, 2002
    I once had problems and after 3 techs had come out it was fixed. It was a breeze with 3rd guy. He said it depends on who you get back in the office to do the pairing. Problem often are people back in the office not pairing things correctly or a typo with SN/Host ID. I guess that since cable cards are not two way; TWC people in office don't get a message back from card letting them know that pairing didn't work properly.
     
  20. tripmaster

    tripmaster New Member

    135
    0
    May 27, 2003
    One cable card is dead.. but which one?!?
    Hi all - one of my cable cards died as only 1 tuner gets anything; the other tuner only gets broadcast channels - but from going through the menus they both seem to be active. I no longer see EMM Count, etc anywhere - I upgraded to M cards on my S3 bc I heard here that they are more reliable.

    TWCNYC is coming tomorrow. I'd like him to only pull one card but I dont have faith he can figure out which one is live and which one is hobbled. Can someone advise?One cable card is dead.. but which one?!?
    Hi all - one of my cable cards died as only 1 tuner gets anything; the other tuner only gets broadcast channels - but from going through the menus they both seem to be active. I no longer see EMM Count, etc anywhere - I upgraded to M cards on my S3 bc I heard here that they are more reliable.

    TWCNYC is coming tomorrow. I'd like him to only pull one card but I dont have faith he can figure out which one is live and which one is hobbled. Can someone advise?
     

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