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Official Time Warner Cable Thread

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

  1. dlfl

    dlfl Cranky old novice

    7,052
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    Jul 6, 2006
    Dayton OH
    which TWC system are you in? I'm in SW Ohio and haven't noticed any improvement in their ability to handle the 8-blink calls. Happens every month and more than half the time I have to get connected to the NCCS (TWC's National Cable Card Support) desk to find someone who knows what to do.
     
  2. Saturn

    Saturn Lord of the Rings

    12,278
    14
    Apr 10, 2001
    I've heard from a Tier 3 support guy that they are taking the every-month-8-blinks issue pretty seriously and have had Cisco guys in the Milwaukee office trying to figure out what's going on.

    I've had to call in every month on the 18th or 19th of the month since December. Normally it only takes 15 minutes or so but last night I sat on the phone for over an hour and couldn't get the tuning adapter to sync. I called in again this morning and they were able to help.

    Such a PITA.
     
  3. squiddohio

    squiddohio New Member

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    Dec 20, 2001
    Ohio
    DLFL:
    I'm in Cincinnati - City.
    Lately I have been getting my calls answered by someone who seems to know what a TA is and how to "hit" it. In fact, they seem to be expecting my call.
    However, there is surely some luck involved, and there is no way to control who answers the phone. If you get someone clueless, you might try to bail on the call and place it again later.
    PS: I have never had to call the NCCS, although that sounds like fun.
    PPS: My real concern now is spotty station reception of SDV stations even when the light is solid. The whole thing would be a fiasco if Time Warner were not such a complete fiasco to start with. The TA mess is just a sub-fiasco.
     
  4. s44

    s44 New Member

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    Sep 12, 2007
    Anyone successfully watched a PPV event via phone ordering? This *should* work, but who knows? I'm preparing for the May 1 fight and I'm wondering if I need to get a box for a few days.
     
  5. rv65

    rv65 New Member

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    Aug 30, 2008
    According to a legal notice, TWC NYC will be moving a ton of channels to SDV so subscribers in that area will now need the dreaded TA.
     
  6. rv65

    rv65 New Member

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    Aug 30, 2008
    The list of channels that are going SDV according to TWC NY/NJ. I'm sure they'll be handing out TA's pretty soon.
     
  7. dlfl

    dlfl Cranky old novice

    7,052
    26
    Jul 6, 2006
    Dayton OH
    They should. If they move channels you already receive to SDV and don't provide a TA to receive them, this is a "reduction in service". The FCC has fined other operators for doing this without giving 30 day advance notice of the service reduction. (Maybe what you quoted constitutes such notice.)

    Unfortunately I think the legal requirement for them notifying you is satisfied by them just notifying your franchising authority, i.e., not requiring a direct notice to each customer. One would hope they would do better than that....
     
  8. Liza

    Liza New Member

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    Apr 27, 2010
    I've been trying to sort through my mother's cable issues (from CO while she's in KCK). We got her an HD TV for Christmas, but she couldn't get HD channels because she had an old Series 2 Tivo. So, for her birthday at the end of February, we got her a Series 3 Tivo. Got it all hooked up, without CCs or a TA, and it worked for weeks.

    Then she started getting the "searching for signal" all the time on all channels. I noticed a couple of posts saying trouble in KC started around 3/17-3/19 or so. Did TW change something at this time? TW insisted she needed the CCs and would add the monthly charge to her bill. If she truly *needs* the CCs, how is it possible that she got signal for weeks without? I thought I had found info saying a TA alone could fix it, since it was an issue with SDV. Told my brother & sister in KC so they could help her. TW still said no, and wouldn't do anything but install CCs and told them to go to a storefront to get a TA themselves. Then said they wouldn't confirm she could have a TA, even said there weren't channels on her service that would need them. I finally got someone to say she could have one, but still said she needed CCs.

    So, if she does not use any kind of VOD or premium channels (no HBO, etc.), just a basic level cable package with internet, does she *need* the CCs to get signal? If she gets the TA, is it really guaranteed that she'll have monthly problems, as I've seen people mention here? (Due to some signal sent out by TW?)

    On a side note, is there any website that makes it easy to flood TW corporate with e-mails or petitions to show them just how I feel about their "customer service"?
     
  9. Grumock

    Grumock New Member

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    Dec 16, 2008
    Nowhere...
    Normally you will not be able to get a tuning adapter without CCs.
     
  10. JimWall

    JimWall Member

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    Oct 19, 2002
    You didn't say if the channels being searched for were digital or analog.
    And whether her service was digital.
    If analog then they started blocking the old analog channels
    In my area all digital customers also get the old analog channels.
    If there is no cable card the digital non-switched and non-encrypted would show up with the digital frequency instead of the cable channel number and there would be no tivo guide information.
     
  11. Liza

    Liza New Member

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    Apr 27, 2010
    I should say that I'm going on second-hand information, from people that are not comfortable with technology, so I can't be certain of the accuracy.

    Her service is digital. As far as I know, all channels were gone. If they did a system reset, they could get some channels temporarily, but they would be gone again within a day or less.

    There were definitely no cable cards. I find this part confusing. I haven't had Tivo myself for a few years :)(), but IIRC, a part of the setup asks you to identify channels by the appropriate cable number. I think they did this with the as part of the reset, and thought the channel numbers were the correct cable numbers.

    They told me Tivo could still record, but I'm wondering if what they were actually doing was playing back previous recordings.

    They haven't gotten the TA yet, so no new info here.
     
  12. dlfl

    dlfl Cranky old novice

    7,052
    26
    Jul 6, 2006
    Dayton OH
    Liza,

    For digital cable the TiVo definitely needs CableCARD(s), preferably one m-card, or two s-cards. If TWC KSK has implemented Switched Digital Video (SDV) they will also need a Tuning Adapter to get the SDV channels, which may include a large portion of the HD channels.

    It's hard to find out whether a cable service uses SDV because only TiVo customers ever care about that so their support people don't get that question very often, if ever. Sometimes their website will tell this. I went to what I think is the correct website and could not find anything definite about SDV, which doesn't prove anything. However **this web page** has an email link. You might try sending an email asking if they are using Switched Digital Video (SDV) channels. Actually if they will give you a TA, either by bringing it with the CableCARD(s) or letting you pick it up, that pretty much confirms they are using SDV. The TA is free and easy to install (but not for everyone).

    Some systems broadcast both analog and digital cable simultaneously. If you don't have CableCARD, you can tune the analog channels. That may be what they were receiving and maybe TWC recently stopped simulcasting the analogs. They also broadcast "Clear QAM" versions of local broadcast stations. These are digital signals that you can get without a CableCARD because they are clear -- i.e., not encrypted. These will tune with channel numbers like 7-1 (or 7.1), and most will be HD. However TiVo guide data has never included Clear QAM channels so you can't get guide data for them or set up season passes.

    Setting up a TiVo with CableCARD and TA can be challenging for a tech-oriented person working on site. So good luck!
     
  13. squiddohio

    squiddohio New Member

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    Dec 20, 2001
    Ohio
    It is very hard to determine which channels are SDV. I have never found a posted list, nor has anyone on the phone at TW either known or even known where this information is located. The same goes for the techs who come to the house. Nobody knows and nobody seems to care.
    Twice I have received a letter (sent to cable card users) from TW indicating that a TA is available for the SDV stations, and this letter will list them, and the effective date. However, by the time the effective date rolls around, it is out of date, reflecting what one phone tech told me: they change those all the time, and add new ones, etc, so frequently that we can't keep up with them.
    Surely somewhere inside TW there is a list, but it is not widely circulated. It's virtually secret. And even if you had it, accuracy would not be guaranteed for more than a week or two.
     
  14. May 8, 2010 #4754 of 6277
    pdm

    pdm New Member

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    Oct 6, 2003
    Austin, TX
    Is it just me or are some time warner HD channels so low bit rate it looks like watching a poor quality youtube video? I'm watching Superman right now on AMC HD, and the video quality is terrible, especially if there is much motion or detail. We notice this on TLC HD also, very splotchy and digital compression artifacts.
     
  15. May 9, 2010 #4755 of 6277
    SCSIRAID

    SCSIRAID Active Member

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    Feb 2, 2003
    Vero Beach, FL
    Actually, there is a pretty east way to determine what is SDV. Just unplug the TA USB and then surf thru all the channels... the ones that you cannot get are SDV.
     
  16. May 9, 2010 #4756 of 6277
    squiddohio

    squiddohio New Member

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    Dec 20, 2001
    Ohio
    That does not work because I don't subscribe to all the "packages," so I have to determine if the channels I do not get are part of my subscription or not. What would be nice would be if TW posted a list on its web page, and kept it up to date.
     
  17. May 9, 2010 #4757 of 6277
    Grumock

    Grumock New Member

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    Dec 16, 2008
    Nowhere...
    right but if you go to a channel & want to know if it is SDV the easy way to tell is pull the USB & it will go out.
     
  18. BruceShultes

    BruceShultes New Member

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    Oct 2, 2006
    Albany, NY
    Just remember that is only good information until TW changes the SDV channels in your area again.
     
  19. Grumock

    Grumock New Member

    412
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    Dec 16, 2008
    Nowhere...
    You are 100% correct, & if I'm not totally mistaken, they add more on a weekly basis.
     
  20. mercurial

    mercurial Retro-Av

    17,166
    0
    Oct 17, 2002
    Caraleigh, NC
    So I'm still having the issue where my TWC STBs (for the S2DT TiVos) won't get certain SDV channels with any success (primarily Boomerang and BBC America). They get recordings of the the "Channel Not Available" message. If I try manually, I can hit "A" over and over but it never comes in. I can go to a S3 or THD box and it will tune but the STB still won't bring it in. (This of course tends to screw up TWO recordings since the STB times out to the "Press Any Key To Continue" screen so the next tune looses the first digit. I've tried to work around this by creating a couple of dummy manual recordings each day just to make sure the STB gets moved off of those channels.)

    I called TWC and they resent hits a couple of times and the STBs started working and then stopped again less than 24hrs later.

    Then on Sunday I had put on the Scooby-Doo movie marathon on Toon HD but about 20 minutes into the show, the video froze and after about 30s, I did the channel +/- thing to see what was going on and got the channel unavailable message - a quick spot check showed about the same thing on every SDV channel I tried.

    Called TWC and the lady really didn't try to do anything (I think she saw I am averaging call about once a month or less at this rate with issues and freaked out). We scheduled a truck roll for Tuesday and the guy is supposed to come out with new STBs to swap them out and to "make sure the cable cards are properly paired" to fix the issue. :rolleyes: We'll see.

    After I got off the call, a power cycle of the TA brought back the channels (this time). And it's been good since.

    So anyone have any idea of something I should have them look at? Or is there a more competent person in TWC I can reach out to? I'm at my wits end - TV shouldn't be this much work.
     

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