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Official Time Warner Cable Thread

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

  1. Dec 5, 2012 #5681 of 6277
    cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    My guess is that those channels recently moved to SDV for the poster. TWC recently moved a LOT of channels to SDV here and I'm almost positive C-SPAN was one of them and I bet CMT and TruTV was too.
     
  2. Dec 8, 2012 #5682 of 6277
    cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    Well, Time Warner messed up another TiVo install today. My dad ordered HD cable, Internet, a CableCARD and a SDV Adapter in his local store the other day. The install day was today.

    The morons from Comtec showed up... without a CableCARD or SDV Adapter. He said the adapter should have come in the mail. He had no idea about the CARD. He said, "We don't carry those". Great.

    He also had down to collect 2 SD STB's from the home... nope, we're only turning in 1.

    Was ANYTHING on the order correct?

    While he called in to straighten things out (for another day), the other guy got started on the Internet install. We needed to run Ethernet under the floor, thru the basement, to where the PC was. They didn't have a Enternet cable nearly long enough (like their longest would barely go from behind the TV to the set). Luckily I brought two 20' + ones. So we used mine.

    They also used my dad's existing cable splitter instead of offering a new one.

    My father and I ran the Ethernet thru the basement and up thru the floor while they watched. They basically plugged in the modem and typed some numbers onto a webpage to authenticate everything (couldn't even use Firefox for that... "had to" use IE he said... I didn't ask what happens when the customer has a Mac).

    And then they left. TW is supposed to call my dad back to schedule ANOTHER visit with the SDV Adapter (maybe... if they "carry them", the installer said) and the CARD.

    The installer said we're "not allowed" to do a self-install (uh, huh, sure we're not) but I want an installer to come anyway since I can't drive out there again and my dad won't be comfortable doing it himself. I'm just worried without me there the installer will screw it up and - worse - leave before it's done correctly.

    And I'm worried the SDV Adapter won't arrive until after the install date which means my father still won't get all his channels.

    What a mess. They really are morons at Time Warner Cable. The prove it every. single. time.
     
  3. Dec 8, 2012 #5683 of 6277
    kevin120

    kevin120 New Member

    47
    0
    Mar 15, 2008
    actually they were not moved to SDV they were moved to digital only. All of the expanded basic digital simulcast channels were actually moved off of SDV. So no TWC did not move more to SDV they moved channels off of SDV :) TWC launched SD and HD DTA's that are one way devices for expanded and basic customers so they that they could free up some bandwidth for DOCSIS channels.
     
  4. Dec 8, 2012 #5684 of 6277
    kevin120

    kevin120 New Member

    47
    0
    Mar 15, 2008
    Noticed that TWC finally got SDV up in running in the former comcast areas of southern california and they are not switching as many channels in the 750MHz areas that have expanded basic digital only as they are in the 860MHz/1GHz hubs in Socal. I noticed that 16 QAMs are allocated for SDV in the former comcast areas while the former adelphia areas and legacy TWC areas have either 22 or 24 QAMs allocated to SDV. The former comcast areas don't need as many SDV QAMs because they still have a lot of the HD channels and regular SD channels on fixed QAMs in the range where the old scrambled analogs used to be.
     
  5. Dec 9, 2012 #5685 of 6277
    cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    I chatted with Time Warner customer service about my dad's botched install last night.

    They weren't very apologetic of helpful. They basically told me to have him go get a CableCARD and install it himself and then wait for the SDV adapter to come in the mail. And they couldn't tell me how long that would be.

    They escalated it to a supervisor and gave me an escalation # but wasn't clear what would happen next.

    I'm not even sure if the adapter has been ordered yet.

    My dad is reluctant to try the CableCARD install himself but I want him to on Monday. What is the 800 number that he should call? TiVo or TW? Will TiVo still do a three-way call and walk him and the dumb TW person thru everything?

    I'm also worried that they haven't upgraded his account info for the HD package... Can they do that at the same time when pairing the card?

    If he will have to call back again to upgrade the package and sit on hold he won't do it... No patience ;)
     
  6. Dec 9, 2012 #5686 of 6277
    mrelectron

    mrelectron New Member

    12
    0
    Jul 22, 2012
    Dallas, TX
    TWC National Cable Card and Tuning adaptor Support Center at (866) 532-2598. I called a few weeks ago, These people were very helpful and knew exactly how to accomplish all things tivo.

    Good luck
     
  7. Dec 9, 2012 #5687 of 6277
    Joey Bagadonuts

    Joey Bagadonuts New Member

    375
    0
    Mar 13, 2006
    Anaheim, CA...
    mrelectron, would this be the same number I should call if I am getting the message reading, "This channel not authorized" on channels I should be getting? It's only happening on one of our 4 Premier DVRs and it's happening more and more frequently.
     
  8. Dec 9, 2012 #5688 of 6277
    cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    Well, the escalation number must have helped because a supervisor just called my father to tell him a CableCARD and SDV Adapter would arrive at his house within 2 business days as long as he agrees to the self-install.

    So that's good.

    But of course today his Internet stopped working. Either it's a coincidence or, I suspect, they screwed up his account with all these changes/fixes and deactivated his Internet. Grrr.
     
  9. Teeps

    Teeps Active Member

    1,664
    4
    Aug 16, 2001
    Torrance,Cal...
    That's what happens when too many hands get involved.

    I had a new cable modem authorized a few weeks ago with no problem. Did it via Time Warner Support "chat" session.
    About 14 days later, I had to authorize a different cable modem (don't ask) and it took 3 phone calls to get "it" working.
    On the last call, the third agent told me that the first and second agents didn't enter some "data in the right field."

    The 3rd call took about 45 minutes; but the internet was working when I ended the call.
     
  10. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    To be fair, the Internet problem was due to the router. Power cycling it fixed it.

    It's an old non-wireless router that I had sitting around in a box for years. It may be on it's way out.
     
  11. Teeps

    Teeps Active Member

    1,664
    4
    Aug 16, 2001
    Torrance,Cal...
    Is there still such a thing as a non wireless router?
     
  12. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    My father's CableCARD and SDV Adapter arrived today, as promised. He was able to install the card and he can get all non-SDV channels now.

    The operator could not get the Adapter to go to all solid green lights. Naturally, she blamed a hardware defect and told him to return the box for another one (little does she know they don't even stock them in stores).

    He's trying the TiVo 800 number now for help.
     
  13. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    TiVo 800 number couldn't help with the Adapter, they said.

    So he went to the local store and lo and behold they DO stock the Adapters there. No clue why they didn't seem to know that last week when he walked in to order HD service nor why the tech on Saturday didn't know that either.

    Anyway, the replacement box also won't get back blinking lights. He tried to power cycle everything in the required order. Still no go.

    Via Facebook (which he shouldn't need to seek out), their customer service offered him a truck roll tomorrow morning which he accepted.

    So... so far, 2 visits to store, 2 toll free calls and 2 truck rolls and about a week of effort. And we're not done yet.
     
  14. Teeps

    Teeps Active Member

    1,664
    4
    Aug 16, 2001
    Torrance,Cal...
    Did he try a different USB cable?
     
  15. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    Well he got two whole Adapter box packages so yes, he had two USB's.
     
  16. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    It wasn't hardware. The 2nd installer, the one who came today, was able to Provision the Adapter box by making a phone call. Clearly the operator my dad got on the phone yesterday when he tried his self-install didn't know what she was doing and just blamed the hardware.

    So, 2 phone calls, a lengthy Facebook chat, 2 trips to the local store, 2 installation trips, 2 SDV boxes, and a few hours of my time... and he's finally set up. At least it only took a week (3 days, counting from the first install date).

    Ridiculous.
     
  17. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    Spoke too soon. His account isn't correct; he's not getting all his channels. Making call #3...
     
  18. cwoody222

    cwoody222 Active Member

    11,132
    0
    Nov 13, 1999
    Buffalo, NY
    Call #3 was met with a "we'll have a tech call you back". No one called back. He went to local store today and they properly authorized his channels on his CableCARD from there.

    As of Thursday, his set up may finally be done.

    Take these posts as a cautionary tale about EVER doing business with Time Warner!
     
  19. Jan 7, 2013 #5699 of 6277
    smoberly

    smoberly Member

    370
    0
    Jul 6, 2004
    Plano, TX
    (I posted this as a separate post in the premiere page, sorry for the duplication)

    I have been running three TiVo's (two premieres and a series 3) with Time Warner cable cards and tuning adapters for months....no issues.

    Over the weekend I switched to Time Warner internet. Part of the promotion was that I am to receive all of the movie channels for free for three months. After the install, I made sure that all of my TiVo's could connect to the new internet...what I did not check was whether I was receiving all of my channels.

    I was not.

    I was not receiving all of the movie channels, just the HBO and Showtime primary channels...plus all of the other channels I was previously receiving.

    After multiple calls to Time Warner, I finally got to the cable card help line and after a 45 minute wait and a lot of troubleshooting; we got the master bedroom and the guest room working properly. After multiple attempts, resending the signal several times, I never got to the point where I was receiving all of my channels, and we finally stopped when I was receiving only two of my local network channels (Fox and NBC) and the primary HBO and Showtime. We stopped and agreed to an onsite technical visit.

    The technician with whom I was speaking did suggest that if I did not want to wait for my appointment, that I could try going to my local Time Warner office to simply swap out the tuning adapter, since he believed this to be the problem. My appointment is for tomorrow, so I decided I could wait.

    In the interim, I decide to do some of my own troubleshooting, so I swapped out the tuning adapter in the guest room (which was receiving all of my channels) with the one in the living room. Same problem with the new tuning adapter.

    The only change that was made to the living room set up during the internet install was the installation of a cable splitter, so that I could have one feed going to my router and the other to my TiVo. We also rearranged the living room furniture, so that I was now plugged in to a different cable outlet.

    Has anyone seen the use of a cable splitter as the cause of a problem with channel reception?

    It does not seem the tuning adapter to be the problem...troubleshooting with the Time Warner tech did not seem to reveal a cable card issue....
    Is the splitter causing the problem? Could switching cable outlets have created a problem?
    Any thought on this?
     
  20. Jan 7, 2013 #5700 of 6277
    Welshdog

    Welshdog Tivo this, punk!

    310
    0
    Jan 3, 2005
    Austin, TX
    I'm on TWC Austin and will be moving to a Cablecard soon. Fortunately TWC Austin has one of the better track records regarding Tivo, CableCards and TAs as far as i can tell. So my apprehension level is not too high just yet. :eek:

    However, I read on another Tivocommunity thread that TWC enable copy protection on ALL digital channels. Does anyone know if this is true? Does TWC Austin do this? If they do, that will be a problem as my wife sometimes likes to put Tivo recorded shows on her iPad when she travels. I use Toast and a new Mac Mini to prepare the files, but if they are copy protected I assume this will no longer work.
     

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