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Official Time Warner Cable Thread

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

  1. Sep 30, 2006 #501 of 6277
    VoodooNYC

    VoodooNYC New Member

    68
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    Sep 14, 2006
    Brooklyn, NY
    This is too funny. Victor is here now. Hoping for success.
     
  2. Sep 30, 2006 #502 of 6277
    Diacritical

    Diacritical Member

    129
    0
    Jan 10, 2003
    Brooklyn...
    At least they are coming back out. Mine said they would be back out today for Card 1 (2 is working fine), but now it will be *next* Monday (9th) before they can be here. That's partly due to me because I will be in Denver from Tuesday through Friday -- but yesterday they said it wouldbe today. :(
     
  3. Sep 30, 2006 #503 of 6277
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    I don't have TWC, but unless they have written some software ESPECIALLY for Series 3 authorizations (very doubtful), they don't need the serial number of the Series 3, but the serial number of the CableCARD(s).

    The Tivo works like any CableCard device, like a TV. They need the serial number of the cable card (printed on the card), and the host and data id fields (shown in the CableCARD info screens when the cards are inserted to pair the cards.
     
  4. Sep 30, 2006 #504 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    The trick appears to be in the sequence that they do things in the office where they put the serial numbers, host id's and codes in for the pairing AND in the volume of "hits" sent. The guy who got it working just kept sending repeated hits... like hundreds of them... over and over again until the info started populating on my card info screens and channels starting tuning in.

    The order on my end in terms of which card went in first was the same for me as it was the very first time.

    1 ) insert cable card 1 in bottom slot. give main office the serial number of the card you just inserted (write it down - you're probably going to be repeating it a lot!). The serial number on the SA PowerKey cards (mine anyway) is the TOP (line 1) number on the card, and starts with PK. Now give him the Host ID for that card, from the Host ID screen on your TiVo. Do not insert the 2nd card until the CableCard CP screen says "CP Auth Received." I used the left arrow to go in and out of the screen a few times waiting for it to update. It took just 2-3 minutes. Then we looked at the Decryption status - initially it said Waiting for ECM. Now that it is working it says "ok." The PowerKey status previously said "Waiting for EMM." Now it says "Ready."

    2 ) Once the first card is making progress, insert the 2nd card (top slot). Call in the serial number and host ID, as you did with the first one - in my case we still had the guy (Greg.. my hero) on the phone and he was sending repeated hits the entire time. Repeat the above steps.. If you don't see CP Auth Received within a few minutes, they aren't doing it right. It showed up right away for me on the 2nd card. The only difference on my 2nd card is that it still said "Waiting for ECM" and/or Waiting for EMM even once I was finally able to tune in all the channels, including premiums. So I am not sure what the deal is with that but since every channel is working I don't care!

    Seriously - from the time Victor returned this afternoon and we popped the cards back out to start with Greg from scratch (same cards, not new ones), it was 10 minutes until all my channels were coming in. Now I obviously didn't test all 1000+ channels in that time so it's very possible some of the ones I don't care about are still trickling in (i don't watch sports, for instance, but we did test ESPN anyway), but there seems to be no reason on earth that it should take more than 1 hour start to finish if the "code man" at the other end of the phone knows what they are doing.

    Greg said it's important to call in the first card and make sure it's Auth'd before even inserting the 2nd card. Since he got mine working I will not argue that point - but no one else here seemed to do that so it makes sense.

    VooDoo - emotional? Yes, it's just a friggin TV but it is emotional. It's frustrating when something (especially a $1000 something) doesn't work the way it's supposed to and more frustrating when the only people who can fix it seem to not care at all about what you're trying to accomplish. It's hard to accept that something that should be relatively simple is made so complicated because a handful of folks at the top who have the correct information don't always pass it along to those below them, leaving the guys in the field and at the office to struggle just to get a basic installation wrapped up. it shouldn't be that way.

    I should not have had to call the TWCNYC main office in order to get a Public Affairs rep assigned to me just to get my cable working properly. The first 6 "customer service" reps and supervisors who all claimed to want to help me should have had the tools at their disposal to do that. but they don't. And they really don't care if my cable is working or not because their paycheck will be the same at the end of the week regardless and they can always blame someone else if I happen to get their correct name and ID number and complain about them to another supervisor - who also can't do anything but pass the problem along to someone else.

    Time Warner management - do yourselves and your customers a favor and give your employees the tools and information they need to get the job done. Everyone will be a lot happier and you'll hear fewer complaints, waste less money on overtime and have a better reputation than you currently do. As an organization I think TWCNYC is a "miserable failure." The people who work for you are only as good as you allow them to be, however - and Victor, Greg, Molly, Desmond, Lewis, Juan and 3 or 4 others whose names escape me right now are all ready, willing and able to do the best job they can for you, and for us, your customers. Their only problem is that their hands are tied most of the time and that's management's fault, not theirs. All of these people showed a commitment to getting the job done and were willing to keep digging until they found the answers they needed. Wouldn't it be easier to give them those answers beforehand?
     
  5. Sep 30, 2006 #505 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
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    Dec 30, 2001
    Brooklyn...
    very true. but he wanted to cover ALL of the bases. ultimately the serial number of the tivo itself was irrelevant, but it made us all feel better knowing that it was there in case anyone questioned it.

    The cablecard serial number and the host ID for each card are all that is truly needed. And in some cases the TiVo model number (TCD648250B) is they feel the need to verify that it is listed as a supported device.
     
  6. Sep 30, 2006 #506 of 6277
    rhanson

    rhanson New Member

    24
    0
    Dec 20, 2001
    Brooklyn, NY
    I agree. Since I primarily record off the unencrypted local channels it wasn't obvious that only one tuner was getting the encrypted channels.

    I was tied up at work until today. The card that is 'Waiting for CP Auth' does not get the encrypted channels. So me 'success' was only partial. Hope I can get this resolved today.

    I think the tech might have given the office bad serial # on one of the cards because I was looking at the work order something seemed off on the numbers he wrote down. I pulled the card and sure enough he copied the number wrong. If that number is in the computer at TWC thats why my second card isn't authorizeing.

    Good to hear that macsamurai got everything working.
     
  7. Sep 30, 2006 #507 of 6277
    ingenue007

    ingenue007 UNLUCKY W/TW AUSTIN

    111
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    Aug 22, 2005
    mine says "cp auth received" deycrption status is OK and power key status is OK yet i am missing quite a bit of upper HD channels.

    I think waiting on channels to appear is BS. if they appear, it would be within 15 mins max, not waiting hours. I guess visit #4 (or 5 or 6 or 7 etc) will be needed for me to get channels.
     
  8. Sep 30, 2006 #508 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    There was a typo on one of my cards serial numbers after the first trip this morning. The tech that was here read it correctly - but whoever entered it on the other end put a J where a G should have been. The serial numbers were correct on the previous cards (i know because I read them myself and had them read back to me several times).

    These guys are giving this info over walkies.. there's background noise and accents to consider. It's not their fault, but mistakes are easy to make when a G sounds like a J over the walkie or someone writes it down wrong somewhere along the line. Don't trust the the number is correct until you have it read back once it's been entered into the account and you've verified it is exactly right.

    Rooting for you rhanson!
     
  9. Sep 30, 2006 #509 of 6277
    VoodooNYC

    VoodooNYC New Member

    68
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    Sep 14, 2006
    Brooklyn, NY
    Success! All channels on both tuners!!!

    Thanks to Lisa and Macsamurai and alee and of course.....Victor! My savior, He knew all about this forum too. Hilarious.

    Most importantly: The problem we were having was that you need to authorize card 1 first, THEN put in Card 2 and authorize it. (Like it SAYS in the Tivo instructions! Doh!)
    I showed Victor the instructions (first time he'd seen it) and he asked for a copy and said he would put it in everyone's mailbox at TWC.

    Anyway, I gotta go play with my Tivo! Yah!!
     
  10. Sep 30, 2006 #510 of 6277
    eisenb11

    eisenb11 New Member

    391
    0
    Sep 6, 2006
    Redondo...
    I just had my install today. Almost everything is working correctly, but I'm running into a problem with G4.

    I get locals and analog. I also get HD. The HD Plus, HBO HD, and Showtime HD packages seem to be working...

    I can't seem to get G4, though on chan 117.

    I have TWC in Redondo Beach, CA...

    Anyone else having this issue?
     
  11. Sep 30, 2006 #511 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    I was showing Victor the Forum when he was here earlier :)

    He's the only one I didn't give TiVo's instruction sheet to. I gave the previous guys copies and I have the PDF sitting right on my desktop. I didn't even think to print it out for Victor. I was obviously distracted!

    And for what it's worth, when Lewis was here last week we did it exactly the way it says in the instructions, doing Card 1 first, then calling back with Card 2 info - but it obviously still didn't work since they must not have been "hitting" the cards correctly.
     
  12. Sep 30, 2006 #512 of 6277
    VoodooNYC

    VoodooNYC New Member

    68
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    Sep 14, 2006
    Brooklyn, NY
    I think you're right. It's the guy he was calling into to authorize the things that's the other hero of the day - his name is John.

    You must be REALLY relieved after all your ordeals!
     
  13. Sep 30, 2006 #513 of 6277
    j2chulo

    j2chulo The Bad Guy (Tech)

    27
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    Sep 30, 2006
    I'm glad everything it working now. I just did a succeeded install on atlantic ave. but like i said before it take time to get the channels. i sit there for about 30 minutes till the channels came on. It was my last call of the day so. lol but the guy its happy now playing with the tivo setting. lol Voodoo about your tivo i really don't know what went wrong. one thing i forgot to check before i left was the CP authorization. but Once its authorized it should be ready to go. unless other codes are incorrect at the account. oh and hit need to be sent to both host and card ID
     
  14. Sep 30, 2006 #514 of 6277
    Diacritical

    Diacritical Member

    129
    0
    Jan 10, 2003
    Brooklyn...
    What would cause the second card to get CP auth quickly, but the first never did get it. I am just off Atlantic -- if I knew you were there I would have laid down in front of your truck. ;-)
     
  15. Sep 30, 2006 #515 of 6277
    j2chulo

    j2chulo The Bad Guy (Tech)

    27
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    Sep 30, 2006
    hmm to tell you the true no all device are the same. one may take longest than other to get the auth go through. but if you 1 card still say nah auth then they may be a prob there. either your card may not be on the system or the host id its wrong or they need to sed few hit to that card. if it already said authorized then you should be fine. unless that card its bad :rolleyes:
     
  16. Sep 30, 2006 #516 of 6277
    VoodooNYC

    VoodooNYC New Member

    68
    0
    Sep 14, 2006
    Brooklyn, NY
    No complaints from me, J2! You guys really had a great day in Brooklyn and were more than kind paying mulitple visits. I have nothing but praise for TWC Brooklyn today!! :D
     
  17. Sep 30, 2006 #517 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    You know the real irony of all this is that I was supposed to have a Tivo Tasting House Party tonight and since I had no control over the date TiVo picked and I was not feeling optimistic about this whole ordeal being straightened out, I told the few friends I'd invited over for the hell of it that I was canceling. Of course the TiVo House Party content is all on the S2, so I technically could have done it anyway, but I am soooo not in the mood to extol the virtues of TiVo tonight... LOL

    Perhaps those of us in NYC should have our own party once everyone else is finally up and running? We can even invite our friends and TWCNYC to celebrate with us :)
     
  18. Sep 30, 2006 #518 of 6277
    j2chulo

    j2chulo The Bad Guy (Tech)

    27
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    Sep 30, 2006
    HAAHA sound like a good idea. I will have few glass of tequila ouch :eek: will be drunk with the first one i don't drink. lol but i'm glad we made some of you guys happy today. well i'm out its almost time to go home. have a great weekend and enjoy your Tivo. I'm jealous i need one too LOL
     
  19. Sep 30, 2006 #519 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    I think the TWCNYC execs need to chip in and buy today's NYC area heroes their very own S3 HD TiVos... don't worry guys, if you have trouble getting your CableCards working we've got your back... LOL
     
  20. Sep 30, 2006 #520 of 6277
    VoodooNYC

    VoodooNYC New Member

    68
    0
    Sep 14, 2006
    Brooklyn, NY

    Laurie: I'm all for it. We can all share installation war stories over a nice bottle of cab while we rewind HD and we can toast Victor, J2 and John.

    I'm even willing to invite our friends in Austin and Dallas for completely hijacking this thread today. :p
     

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