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Official Time Warner Cable Thread

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

  1. Mar 6, 2012 #5561 of 6277
    dlfl

    dlfl Cranky old novice

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    EmmettC,

    This is most likely a cable system problem but a bad TA can't be ruled out.

    If it is indeed just your SDV channels that go missing, you should also be power-cycling your TA while you reboot the TiVo. In TA Diagnostics, in the first status section, what are the dBmV values for FDC and RDC? Your OOB (out-of-band) control signals used to communicate with the cable system may be too weak.

    There is a way to tell whether a channel that has been successfully tuned is SDV or not, in TA diagnostics in the SDV SESSION section. Look at the SESSION with a frequency matching what DVR Diagnostics gives for the channel of interest. Then look at the "SamSvcid/Type:" entry. If the last portion of this value is "Switched", it's an SDV channel.

    Also of interest is the "Sub Expires" value in the PowerKEY Information section. It should be a date several weeks into the future, but definitely not "Expired", which means your TA has lost authorization. This usually results in an 8-blink-pause sequence of the green light. For my first year with a TA, I had to call support every month because the system wasn't automatically refreshing that expiration date.

    All the above applies to Cisco TA's. Not sure about Motorolas.

    The customer service reps have a "Customer Balancing" screen and if your account is set up properly (sometimes a big "if"), all they have to do is hit the "Enter" key while in that screen to send all the required signals to properly authorize your TA and CableCARDs. On a couple of occasions I actually instructed the rep to do this, while their only solution was a truck roll.
     
  2. Mar 6, 2012 #5562 of 6277
    SCSIRAID

    SCSIRAID Active Member

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    Vero Beach, FL
    What do you mean by 'disappearing'? Do the channels fail to tune with a message about 'not authorized' or 'not provided by the TA'? Do you just get a black screen? Something else?
     
  3. Mar 6, 2012 #5563 of 6277
    Teeps

    Teeps Active Member

    1,665
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    Aug 16, 2001
    Torrance,Cal...
    Last time I had problems with poor reception, channels missing, etc.; was because the squirrels had chewed the cable out on the pole.
     
  4. May 1, 2012 #5564 of 6277
    Joey Bagadonuts

    Joey Bagadonuts New Member

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    Mar 13, 2006
    Anaheim, CA...
    Had to share this experience my girl friend had with Anaheim CA Time Warner today. We're trying to cut expenses and, of course one area we're looking at is our cable bill. Currently, we get about 9000 cable channels (and watch about 6 of them!) and we have TWC Road Runner Internet (15mb download). We're paying around $180 a month for cable/internet. With our recent bill in front of her, she called TWC to try and figure out where we could cut back. She made the mistake of assuming Time Warner was as customer friendly as Verizon. Ha! Of course the Time Warner "Customer Service" Rep (there's an oxymoron if I ever heard one!) not only said we have exactly what need but tried to upsell her to adding an additional 5mb's of download speed for "only another $10 a month". Here she calls TWC to try and cut costs and instead the Rep is trying to add to our expenses. Nice. But the icing on the cake was when the CSR said that to best assess our needs, she would have to send a sales rep out to our house. Are you f'ing kidding me? That's like Verizon saying, "Well, to best determine what your needs are, you should bring your cell phone into a Verizon store". Not knowing any better, she agreed to having a sales rep come to our house. When she shared the story with me, that appointment was immediately canceled. If there are any TWC employees reading this, I have but one question for you: "How can you look yourself in the mirror every morning"?
     
  5. dcstager

    dcstager 1st Gen Tivo Owner

    573
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    Feb 16, 2002
    Skagit...
    Is there a new 1601 firmware update available for the Cisco 1520 TA? Does Austin have latest firmware?
     
  6. CoxInPHX

    CoxInPHX COX Communications

    2,350
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    Jan 14, 2011
    Phoenix, AZ
  7. iron maiden

    iron maiden New Member

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    May 12, 2012
    Maine
    Quick question from a newbie about to re-enter the Tivo world after several years. I have TWC in Portland, Maine. My understanding is that I need an M card and a TA for my install. My question is will I lose the on-demand channels with Tivo? The local office is predictably clueless about this.
     
  8. Fofer

    Fofer XenForo Rocks! TCF Club

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    Yes.
     
  9. kevin120

    kevin120 New Member

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    Mar 15, 2008
    Has anyone gotten a letter in Austin or Waco mentioning additional channels going SDV?

    I noticed that TWC has listed some channels to be moved around on clear QAM in Waco and Austin probably to make room for more SDV QAMs. They are moving locals off of RF 84 Waco - (KXXV ABC HD, KXXV weather, KXXV Telemundo) Austin - (KXAN NBC HD, KNVA CW HD) in their monthly legal notices in the newspaper.

    When TWC moved clear QAM channels around here last year in North Texas we gained 8 new SDV QAMs on:

    687MHz
    693MHz
    699MHz
    705MHz
    711MHz
    717MHz
    723MHz
    729MHz

    and 4 more VOD QAMs on:
    603MHz
    609MHz
    615MHz
    621MHz

    I suspect that Austin and Waco are getting 8 more SDV QAMs to a node which probably means more HD is coming shortly after the changes on june 19th (Austin) and June 26th (Waco).

    TWC North Texas gained these after the new SDV QAMs were activated:
    E! HD
    Style HD
    Sportsman Channel HD
    Ovation HD
    Reelz Channel HD
    OWN HD
    Bloomberg HD
    Oxygen HD
    IFC HD
    Hub HD
    Fox Deportes HD
    Showtime Extreme HD
    Showtime Next HD
    Showtime Beyond HD
    Showtime Women HD
    GAME2 HD
    TMC Xtra HD
    MoreMAX HD
    ThrillerMAX HD
     
  10. kevin120

    kevin120 New Member

    47
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    Mar 15, 2008
  11. dlfl

    dlfl Cranky old novice

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    I'm having a problem with 10 minute gaps in recorded programs that can't be accessed by scrubbing although they take up time on the progress bar -- I posted the details here:
    http://www.tivocommunity.com/tivo-vb/showthread.php?p=9138539#post9138539
    Since most other likely causes are eliminated (see linked post) I'm wondering if defective CableCARD's could cause this. Do the CC's do continous processing (decrypting) of the digital stream or do they just furnish decryption keys to the TiVo at specific times, such as when tuning a new channel, in which case what I'm seeing could not be explained by a CC problem. unless the "specific times" occur many times during a program.

    I'm posting this here because I know there is at least one person who reads this thread who can answer this question. ;)
     
  12. SCSIRAID

    SCSIRAID Active Member

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    Vero Beach, FL
    There are two separate 'encrypt/decrypt' domains going on with a cablecard. The cablecard decrypts the stream from the cable system (Cablecard spec calls it 'CA' 'conditional access' ie Powerkey for Cisco). Once it is decrypted it is then reencrypted and sent to the TiVo. Ive seen little detail for Cisco Powerkey and how it manages keys. For the downtream 'CP' 'copy protection' encryption, there is an algorighm for periodically refreshing the keys. Cablecard will send unencrypted for a short period while it and the TiVo negotiate for a new key.

    "The Card initiates CPKey generation at the following times:
    • After completion of the authentication process;
    • Periodically at a rate set by max_key_session_period;
    • At every power cycle;
    • When initiated by the CA System; and
    • At every hard (PCMCIA) reset.
    Channel change does not cause a key refresh to occur."

    Ive seen the 'gap' in programs issue before... but fortunately not lately.
     
  13. dlfl

    dlfl Cranky old novice

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    Thanks. Does the periodic CPKey refresh involve just the TiVo and Card, or is communication with the cable plant required? Also, do you know what value max_key_session_period typically has? I can't find it anywhere in the diagnostic menus. I'm wondering if it would correspond to the 9 or 10 minute gaps I had.
     
  14. SCSIRAID

    SCSIRAID Active Member

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    Feb 2, 2003
    Vero Beach, FL
    I expect that its handled locally within the cablecard without regard to the CA side.

    Are you seeing 'still pictures' during the gap or just a chunk of the show missing? Is there pixelation at the start and end of the gaps? Sound?
     
  15. dlfl

    dlfl Cranky old novice

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    I can't navigate to inside the gap -- so the question of what video or audio exists there is unanswerable. The gap occupies time on the navigation bar, but navigation jumps over it, or stalls at the gap boundary. I get pixelation on transitions between program and commercials and during commercials on many cable channels -- but never during program content (or I would suspect a HDD problem). I also get a short burst of pixelation a few seconds after tuning most cable channels. This stuff doesn't happen on OTA channels, BTW. Note that as previously mentioned: no RS errors.

    I caught a 6 minute gap while watching a channel yesterday and was able to determine it was using CableCARD #2. The video froze on a still picture, with no audio, when the gap started but after I tried switching tuners or going to the DVR Diagnostics menu and returned to the channel, the video was blank. All values in DVR Diagnostics were nominal during the gap. The "time since tune start" did NOT reset either during or after the gap.
     
  16. prepster

    prepster New Member

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    Feb 3, 2002
    Thank God for this forum! Thanks all for the info you provide.

    This morning I had pixelation issues and was missing one channel. I called the regular Time Warner support number. Instead of fixing my issues, they sent a signal and wiped out ALL of my channels. The only solution they offered was to send a tech to my home next week. I explained several times that this could be taken care of with a phone call, but I was told over and over by a supervisor that the only thing he could do was send a tech.

    I stumbled across the Cable Card hotline on this forum at 1-866-532-2598. Within five minutes, the support person had all my channels back up and running.

    It is a shame that their is no communication between traditional support and this Cable Card Hotline.
     
  17. Fofer

    Fofer XenForo Rocks! TCF Club

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    Still? After all this time? Sheesh. It's a shame that TWC *still* doesn't know how to handle this properly. You expect these issues a few weeks after a new product comes out. Not YEARS and YEARS later.
     
  18. dlfl

    dlfl Cranky old novice

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    When a problem affects less than 1% of their customers, fixing it may take forever, especially considering:
    1. There's a pretty good chance they won't lose TiVo owners as customers. Most will either suffer along or abandon TiVo for cable co boxes.
    2. It's all they can do to train their support reps to handle common problems, let alone the unusual ones associated with TiVo's.
     
  19. Fofer

    Fofer XenForo Rocks! TCF Club

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    Still, you'd think there'd be a simple "script" triggered by two words: "tivo" and "cablecard." The answer being, "call 1-866-532-2598"


    It's the same idiotic song and dance, year in and year out. Time Warner loses money every time their CSRs waste time on this, and when they send out techs for days and days, all of whom do the wrong thing. Nearly every story I've read (and the one I experienced) would have been a lot shorter if they handled it right. It's always something to do with how the cable card's serial number (or whatever) is entered in their system. It's never fixed "onsite" by the stupid techs. There's no excuse for this inanity.
     
  20. dlfl

    dlfl Cranky old novice

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    Every week or two my TiVo HD loses tuning capability for ALL cable channels (not just SDV channels). Rebooting the TiVo fixes the problem. I don't know if this is related to the recording "gap" problem just discussed in posts 5571 - 5575, but I tend to doubt it. (The gap problem has not repeated for a couple of weeks now.)

    When this happens, the values in DVR diagnostics are all exactly as they would be for a channel that is successfully tuned. That includes good Signal Strength and SNR, no RS errors, Signal Lock=Yes, Program Lock=Yes, Search Complete = Yes, PCR, Audio, and Video PID's have values, and Time since Tune Start plus Time Since Signal Lock are counting up. Also, the channel frequency given in TA Diagnostics matches the one shown in DVR diagnostics.

    The only way I have seen this happen is when the channel is not authorized for your account. (BTW is there any way in DVR or TA diagnostics to tell whether a channel is authorized?)

    So what I guess is happening is that somehow authorization for all my cable channels is being lost and rebooting the TiVo gets it back. Note that I use two single-channel CableCARD's and both of them behave exactly the same when this happens. (Thus I find it hard to believe the problem is a defective card.)

    I can't imagine any other cause for this than that the authorization of my channels is not being maintained by the cable plant. Does anyone know how this is supposed to happen? Does the cable plant periodically "push" the account authorizations? Or do the CableCARD's (or TA ??) periodically "pull" the authorizations? Or what?

    EDIT: Need to add that OTA (via antenna) tuning capability is NOT lost -- just the cable channels.
     

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