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Official Time Warner Cable Thread

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

  1. tatergator1

    tatergator1 Active Member

    1,523
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    Mar 27, 2008
    Columbus, Ohio
    I would first suspect signal issues. Easiest way is to check the digital signal strength on channels you're having trouble with. Go to Settings & Messages > Settings > Channels > Signal Strength - Cable.

    Once into Strength Meter is on screen, tune to channels where you're seeing the most pixelation. In my experience, anything channel with 50% or below will have noticable pixelation. Check other stations as you want. If you're seeing low signal, check/tighten the connection to your Tivo. If you still have trouble, try a new coax cable from the wall to the Tivo. You could then also move the Tivo to another room and check signal strengths from a different Coax outlet.

    If, after all this, the channels are still crappy and signal strength is low, call Time Warner and get a tech out to check the outside wiring, as something is likely damaged.
     
  2. dlfl

    dlfl Cranky old novice

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    The meter described above is the easiest/quickest way to get signal strength for a lot of different channels. DVR Diagnostics also provides that number but also SNR and RS Error Counts for the two tuned channels. Growing RS Uncorrected Error count is the most definite indication you have a signal problem.

    Signal strength of 50 (it's not a percentage) is what TiVo says is the minimum in their support pages and that agrees with my experience also. At that level you will usually see quite a few (and growing) RS Corrected Errors but very few RS Uncorrected Errors -- which means video/audio quality is still good.

    Pixellation due to hard drive failing is quite common but it is best to rule out signal problems first. The first step in diagnosing the hard drive is to run the builtin TiVo diagnostic KS54, see instructions here:
    http://www.weaknees.com/tivo-kickstart-codes.php
    However KS54 doesn't always find HDD problems -- it's just much easier than removing the drive, connecting it to your PC and running Western Digital's drive diagnostics extended test, which takes hours.
     
  3. smoberly

    smoberly Member

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    Jul 6, 2004
    Plano, TX
    Thanks, I'll give it a shot tonight.
     
  4. cwoody222

    cwoody222 Active Member

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    Nov 13, 1999
    Buffalo, NY
    I replaced my CableCARD today. Same issues exist on my two missing channels. Tech is coming Wednesday.
     
  5. Teeps

    Teeps Active Member

    1,664
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    Aug 16, 2001
    Torrance,Cal...
    My XL4 was suffering pixellation recently. I checked the signal strength, using the TiVo signal page.
    The channels that had a problem; the signal strength was less than 70 on the meter. All I did to fix the problem that day was slightly move the coax cable connected to the t/a.
    Subsequently the suspect coax was replaced and there has not been a problem since.

    Many times a failing hdd can be diagnosed by simply rewinding the pixellated section and replaying. If it plays fine after a rewind and play; the hdd is probably failing. I would then do the kickstart routine.

    If the problem still is seen after rewind and play, then that's how it was recorded, not a hdd problem.
     
  6. cwoody222

    cwoody222 Active Member

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    Nov 13, 1999
    Buffalo, NY
    My missing two channels miraculously returned this morning. Guess it was something on their end after all... unless the wind tightened up the cables on my pole :)

    Before I had a chance to cancel my appointment with them tonight the SAME INSTALLER who came last week called to tell me he'd be back tonight. So they were planning to send the same guy who was unqualified to fix the problem last week to come again.

    Brilliant!

    EDIT: Time Warner just called me again and told me - after I'd already discovered it myself - that their engineering determined that I'd need to "update my guide data" or "reboot the TiVo" to fix the issue. Yea, I guess I hadn't done that since last Monday when I found the problem. Nice of them to admit what they ACTUALLY did.
     
  7. SCSIRAID

    SCSIRAID Active Member

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    Feb 2, 2003
    Vero Beach, FL
    Sounds like THEY had to update their channel map...... :)
     
  8. cwoody222

    cwoody222 Active Member

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    Nov 13, 1999
    Buffalo, NY
    I tried to get them to confirm what they did. Had a supervisor call me back. He said the notes don't say and it may have been done by non-local Engineers.

    He at least admitted that it was clearly something on their end that was most likely changed yesterday and rolled out overnight.

    He tried to downplay how widespread it was, inferring it could have been due to a very specific setup. When I suggested his TiVo/CC install base here probably isn't that high he said "Oh no, if TBS wasn't working, I'd have heard about it!"

    I find that doubtful. I watch a ton of TV and the only reason I knew that station was missing was "Cougar Town" :)
     
  9. ShaneF

    ShaneF New Member

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    Sep 18, 2008
    I'm in East Amherst and I wasn't getting HD TBS either Tuesday night. It was back Wednesday night. Just corroborating that it was a TWC problem.

     
  10. cwoody222

    cwoody222 Active Member

    11,131
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    Nov 13, 1999
    Buffalo, NY
    Thanks for the feedback, Shane! Much appreciated! (I'm downtown, BTW)
     
  11. Teeps

    Teeps Active Member

    1,664
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    Aug 16, 2001
    Torrance,Cal...
    When you call time warner to report theses problems, tell the person on the phone that you want a service credit for the days missed.
    They should transfer you to customer relations, where that agent can credit your account.

    I usually ask for $3 a day; some give it; some give a little less.

    Asking for cash back is the only way to really get their attention. That and threatening to quit the service.
     
  12. Apr 8, 2013 #5812 of 6277
    dlfl

    dlfl Cranky old novice

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    Today around 12:15pm there appeared to be an EAS alert. At least my TiVo HD was frozen for a couple of minutes (no response except the "bonk" sound to remote clicks). Normally everything goes back to normal after these things, but today ALL cable channels were gone and TA diagnostics were not available. I recovered normal operation after power-cycling the TA and cycling the USB connection to the TA. This is a new, much worse, response to EAS. I wish I could believe complaining to TWC support would result in anything better than wasting my time (and possibly making things worse.)
     
  13. cwoody222

    cwoody222 Active Member

    11,131
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    Nov 13, 1999
    Buffalo, NY
    Has anyone used the TWC Roku app for any period of time? I'd tested it out here and there but that's about it.

    Last night I "needed" to use it as a 3rd tuner to watch something. It was horrible. It would cut out for a split second (go to black, make my TV think it lost the HDMI signal) every minute.

    I rebooted, changed channels (another station did the same thing), checked my network connection, everything.

    It did that for a full hour. Unusable.

    I don't know if that's normal or there was problems last night. But as my first real use of the product, TWC let me down... as usual.
     
  14. cwoody222

    cwoody222 Active Member

    11,131
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    Nov 13, 1999
    Buffalo, NY
    I'm still having trouble with the Roku app. I contacted them last Thursday about a fix. They said someone would call me back in 24-72 hours. Someone called me Saturday just to see if I'd gotten a call yet. When I said I hadn't they said someone would call me back that afternoon. To this date I still have not received a call.

    I asked for assistance from their Twitter help account too.

    They told me, "Roku is 100% 3rd party. They have their own delivery network, we don't have the ability to support that product. Our logo is only on the product in the same way that our logo is on an iPhone or Android device, as an app within the device."

    So I guess they're powerless to support a product that they're offering their own service over. That's wonderful. So I guess it'll just stay broken forever.
     
  15. May 9, 2013 #5815 of 6277
    dlfl

    dlfl Cranky old novice

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    Probably means nothing but today I had an EAS alert to which my TiVo HD reacted in (what I think is) the proper way -- first time in a year, since I installed an m-card.

    I was watching a recording and it did kick me out to live TV (is that "proper"?). But it didn't give me a blank screen or switch live TV to CSPAN-2, which are typical behaviors. And the EAS message was displayed with what I think are the normal colors and font, in a readable fashion -- also not typical. Finally, I was able to resume the recording at the place where it kicked me out.

    Surely it can't be that TWC SW Ohio has actually cleaned up their EAS signalling act! :eek:
     
  16. dlfl

    dlfl Cranky old novice

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    Well never mind. The next EAS gave me the blank screen and no message. The correct one was just a fluke I guess.
     
  17. SASouth

    SASouth Member

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    Jun 5, 2004
    You really didn't really expect anything else, did you? :)

    I'm moving soon from Springfield to Fairborn. I'm looking forward to see just how much TWC can screw it up.
     
  18. George Cifranci

    George Cifranci Viva La Tivo!

    680
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    Jan 30, 2003
    Columbus,...
    I had to replace my hard drive in my Hard Drive in my TiVo Series 3, so that meant I had to call Time Warner's self install cable card help desk at 866-532-2598 to re-pair/re-auth my cable cards. The tech I talked to sent hits to both my cards and they we re-paired in less than 10 minutes. Boy, cable card activations have come a long way since I first had mine installed in early 2007. What a nightmare it was back then. :)
     
  19. dlfl

    dlfl Cranky old novice

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  20. Jun 4, 2013 #5820 of 6277
    rangsanlee

    rangsanlee New Member

    1
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    Jun 4, 2013
    Hi,

    Does anyone have any success getting Tivo Premier to work with Time Warner in Kansas City area? I installed its cable card and its adapter, updated its cable card's firmware, spent 1 hour on the phone with the customer service, rebooted twice, only to get disconnected when she tried to transfer me to other department. Any suggestion?

    Thanks,

    Rangsan
     

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