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Official Time Warner Cable Thread

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

  1. hookbill

    hookbill Feathered Member

    Dec 14, 2001
    Yes. Select/Play/Select/3/0/Select
  2. ahaley

    ahaley New Member

    Apr 15, 2003
    I finally got mine working 100%, wow how long was that? TW were the only people who stuck in and got it working. Tivo abandoned me and I could never get a Tier 3 person, engineer, to call me back. Perhaps I have Stockholm at this point, but at least it's working. Pheeewww.
  3. 2farrell

    2farrell New Member

    Jul 11, 2002
    The answer would likely be yes, but I suspect TW will dumb down the TiVo software which means you'll probably get the Series 1 experience (with HD recording/Dual Tuners) but without the Network features. Cable Companies will force their own stuff on you.
    Right now the only benefit I can see (cost aside) with going with the Cable Company DVR is PPV, On Demand stuff and other interactive features (that I don't care about).
  4. 2farrell

    2farrell New Member

    Jul 11, 2002
    Agreed. That's the whole reason I waited for the S3 to come out.
    I originally had my name on TWC's list a few years ago when the SA8300 was first announced, but when I read on a lot of AV Forums (including this one) that Beta Testers and early adopters were losing programs, slow menus and crashing I passed until either they fixed the problems (which I don't believe they did completely) or the S3 came out.
  5. suaspont

    suaspont New Member

    Dec 6, 2001
    The saga continues...

    TWC called me yesterday afternoon about my "all day" appointment (news to me) that I had some how missed. I called back and now have a return visit from an installer tomorrow between 12:00 and 2:00. Let's hope that this one won't leave before things work.
  6. jae

    jae New Member

    Apr 9, 2003
    anyone in nyc have any luck scheduling an appt? when i called yesterday, they told me the first available cable card technician isn't available until nov 21st!
  7. alee

    alee New Member

    Mar 24, 2002
    Check in with them day-by-day and see if there have been any cancellations. It takes some persistence, but just like getting a table at a hot restaurant, persistence pays off.
  8. suaspont

    suaspont New Member

    Dec 6, 2001
    I'm finally working with 2 cable cards! TWC sent out a tech who knew what he was doing. He replaced the bad cable card, had the head end hit it and huzzah! Everything works. Finally.
  9. hookbill

    hookbill Feathered Member

    Dec 14, 2001
    Good for you. Congrats and enjoy. :)
  10. ldc3000

    ldc3000 New Member

    Jun 24, 2004
    TWC Greensboro here. I got my install done a few days back. It was the guys first time installing in a Tivo, but he read the directions and had me up and running with in a few minutes. I am having a problem with no sound on a couple of channels, hopefully this will be an easy fix. TWC is charging me $1.75 per card, which isn't that bad, and installation was free, because I was a new sub.
  11. wizardofoz

    wizardofoz New Member

    Apr 24, 2002

    I'm in Austin and am having some issues with a pair of Tivos. I was lucky enough to get 2 series 3 TiVos and have tried to get them running with cablecards for the last 2 days.

    Does anyone in Austin have the name and number of a tech that got it to work? I've read this thread for hours now AND used it to show the techs that were here (super nice guys, no issues with Time Warner) but they just don't know what to do.

    Anyone who can help would be my new best friend :)

  12. Franco

    Franco New Member

    Feb 24, 2002
    TWC in the Dallas area. My adventure with my second Series3 box was no adventure at all. Tech came out within the 3-hour time frame I was quoted, and within 10 minutes both cards were working on the first try! I couldn't believe how easy this install went as opposed to my first Series3 ordeal. The tech said that this was the quickest Series3 Cable Card install he has done thus far. The other interesting thing he told me is that this was his 8th Series3 install this week. Woo hoo for all the Dallas area Time Warner Series3 owners!
  13. jae

    jae New Member

    Apr 9, 2003
    yeah - i'll call again monday.

    the wait time for STB service is 5 days, i can't imagine there are that may ppl waiting for cable card service. i have a friend who lives in queens that got in on the tc store deal, and his appt. is for this coming sat, so something definately seems off to me.
  14. MomCatM4

    MomCatM4 New Member

    Oct 15, 2006
    This did not go well, initially.

    The installer came out Wednesday evening. I had 2 strikes against me before he even hit the door. He was a subcontractor and mine was his last call of the day. Another strike was that he missed the appointment window by almost an hour, which meant he got here at almost 7 PM. Anyway, the guy told me he had done this before, but I later figured out from a call he made, that he hadn't (yet another strike). I even overheard the person on the other end to tell him to begin with card 1, remove it, and then do card 2 (another strike!). In spite of what the guy wanted to do, I had to put my foot down and insist we follow the directions to the letter. I'm a teacher and had to use my "teacher voice" to make him do what I wanted him to do! :rolleyes:

    Card #1 - The guy (I refuse to call him a technician) screwed up right away. He put card #1 into slot 2 first. Bet he didn't think I could figure that out from the screen! He was very unhappy when I insisted we start all over AND I proceeded to unplug the TiVo and let it start up from the beginning. Too bad!

    Card #1 , try #2 - It went OK this time. I didn't see some of the other tiers I pay for initially, but apparently they had to apply service to them, so I didn't sweat that.

    Card #2 - It's a good thing I followed the advice in this forum and wrote down all those numbers, because he read the wrong CableCard number and Host ID number back to the office (he gave them the info for card #1 again but this time for card #2). I corrected him and he read them back to them correctly this time. We tested the channels, but I didn't see the tiers on this one, either.

    On both cards, I saw basic cable. He swore up and down that service had to be applied to them and that it would take a few minutes, then he booked it out of here before seeing if everything was working.

    I made 3 calls that evening to tech support. Each time they "hit" the cards and said everything looked good on their end. Card #1 finally picked up all the channels that evening, but card #2 didn't. In fact, the screen for card #2 didn't show any "authorization received" on it, ever. On my last call, I spoke with a Level 3 tech guy who basically said he would have to send out a technician (and NOT a subcontractor, thank goodness--watch out for CableExpress, they don't have a very good rep with the Level 3 guys).

    Fast forward to today. The tech was supposed to come out between 11 and 1:30. I received a call at 12:45. The tech thought it was for a TV and why was I using 2 cards for a TV? I straightened him out, but didn't have a good vibe when he asked who made TiVo... He thought an engineer would have to come out to take care of this, probably tomorrow, which for me is not an option. He then said he would call and see if an engineer was available today. He called back about 1:00 and said he had talked to a Level 3 tech and was told that TW did NOT support TiVos. I told him that everyone I had talked to at TW, including Level 3s, said they did. He repeated they didn't. After going back and forth with him on this, I thanked him for being of no help and hung up on him, I was so mad. :mad:

    I promptly called TW's tech support. When I first talked to Jenny, I warned her that I was angry and supremely frustrated, then proceeded to tell her what had transpired. I also told her I did not think the tech was coming at all. She went off to read her memos and came back, assuring me they definitely supported TiVos (duh!). She then said she needed to make some calls and would call me back. OK, I'll calm down and be nice and wait for the callback.

    15 minutes later, I heard from Serena in Dispatch. Apparently, the supervisor was contacted in addition to dispatch. She said they wanted to make this right by getting a tech out here today. I said fine, but do NOT send the guy who was originally supposed to come out today. She said she would send one of her favorite guys (I think his name was Terry) and that I would be his next stop. Jenny then called back and said that not only were the supervisor and dispatch contacted, but the Level 3 tech and the original tech were also contacted and informed that TW DOES support the Tivo Series 3. Yeah! Oh, to have been a fly on the wall for those conversations/e-mails...

    Terry arrives and admits he has never done a TiVo Series3, but he was willing to work with me on this. We looked at the screens for card #1 (working OK) and card #2 (still not OK). He agreed there was definitely a problem with #2. When he looked at the back of the TiVo, he asked my why the eject button was sticking out. Huh? The Wednesday night idiot struck again. We reseated the card. He called it in and asked them to unpair the card and then re-pair it. That's when we found the next mistake made by the Wednesday night idiots (yeah, there was more than one idiot that night). Whoever took the numbers for card #2 that night had corrected the CableCard number when I told the idiot of his error, but they did not change the Host ID number--it still had the number for card #1 associated with it. Shoot. I should have had them read those numbers to me during one of my 3 calls Wednesday night! Anyway, that snafu got fixed for sure, because I could then see all channels when we tested it. Terry also waited through my redoing the setup and verifying that both cards were receiving all my channels, too. I certainly appreciated his positive attitude, professionalism, and patience.

    I am now in business! :up: Bottom line?

    1) Beware of the subcontractors. :down:
    2) Stick to your guns and insist on following the directions to the letter. :eek:
    3) Double-check your guy every step of the way--even if you have to call back to have them hit the card(s) again, which is where I could have caught the mistake if I had had them read those numbers back to me. :cool:
    4) Keep after them until they do it right. It CAN be done! :p

    Hopefully, you will get a technician who is willing to be patient, willing to learn, and willing to work with you.

    I would love to get another Series3, but I'm going to enjoy this one for a bit before I go for a second one... :D

  15. mercurial

    mercurial Retro-Av

    Oct 17, 2002
    Finally success- both S3's working and getting all channels.

    The saga:

    Original install on 10/6 - Installer brought 4 CCs. One of my S3's was DOA and he couldn't get any of the cards to come up in the other S3. Rescheduled for a week later (when replacement S3 was supposed to arrive).

    Next install on 10/14 - Installer brought 6 CCs but new S3 hadn't arrived. He "got them working" in the S3 but the "channels needed to download"... :rolleyes: Yeah, right. I knew I had to have another install when the replacement S3 arrived so I just figured I'd wait until the next installer came to get the details worked out- at this point, I was getting analog 2-99, digital 100-199, and the clear QAM locals/HDs in the 200-300 range but none our premium channels, upper digital, or premium HD suite.

    Called to setup new install date then found out the S3 replacement wasn't actually in transit. Called back to delay the install and the CSR was hopelessly confused by the notes on my account. Went to talk to a Raleigh TWC rep that was the "cable card expert" named Rashad (or Rashid?). He got her straightened out (she'd wanted to charge me $43/card for the install instead of $43/box and I'd already paid that at the first install for both boxes). Anyway, I got his direct number in case I needed it with the tech.

    "Final" install 10/28 - Tech came out (a sub-contractor named Sang). First guy who didn't think CCs were the black death. He installed them in the new S3, then he put in a signal amplifier (I have two S2DT boxes in other rooms as well and the digital boxes were having some pixelation and other issues), then he saw that the first S3 wasn't getting all the channels and had them "re-hit" it. He then gave the "needs to download" line and headed off. About an hour later he stopped back by- he'd forgotten his toner from when he installed the amp. He asked if any more channels had come in and I said no. He was confused and asked if I wanted him to call and have them hit it again. I suggested we call Rashad/Rashid and see if he could help. They got on and went through a long series of swapping cards in the first S3, resetting the box, and so on. Finally on his last two cards, he got it to work correctly. They re-hit the basement S3 and it picked up everything.

    So a big :up: to Sang for not blowing it off when he just came back to retrieve a tool and to Rashad for being able to get it worked out from the back end. Also a big plus for putting in an amp. The last guy had rearranged some lines at the splitter and claimed that fixed it but didn't want to bother with an amp.

    I'm not getting all the channels (*) and haven't seen any of the west coast feeds drop out so apparently no SDV for the Cary TWC lineup (yet). I've got one strange issue with guide data for some channels that I'm going to start another thread for. So it's finally working, you just have to get the right people.

    (*) We subscribe (at least for now) to all the digital tiers, all the movie channels, and all the HD suites so we get everything but the optional sports packages and the Spanish language packages.
  16. clonenode

    clonenode New Member

    Jan 21, 2003
    My 5th cable guy will be visiting this Wednesday in the AM. I am in Santa Monica, CA

    Currently I am receiving all unencrypted channels, including locals in HD, but not receiving the following:

    HBO package

    Under the Cable Card menus, Conditional Access looks like this:

    Conditional Access:

    Encryption: DES
    Connected: yes, EnabledByCP: no
    CA enable: not possible
    ECM PID: 0x14B4
    Component PIDs:
    Host Validation: Unknown 00
    Copy Protection Key: Disabled
    CCI: 0x03

    I am not even sure where to turn next if this guy can't get it to work. Took 4 visits just to get 2 working cable cards, and a cable guy who actually knew what he was doing.

    Number of Cable Company visits: 4+
    Total number of Cable Guys in those visits: 6+
    Total number of cable cards tried: 11
    Total number of days taken off work to wait for cable guys: 1 (2 half days)
    Amount Spent on TiVo and Weaknees Upgrade: $1000+
    Number of fewer channels I have since getting TiVo: 12
    Total estimated time spent on phone with Time Warner: 4 hours
    I wish there was a PRICELESS line to write here, but seriously, this is ridiculous.

    Worn out in Santa Monica.
  17. hookbill

    hookbill Feathered Member

    Dec 14, 2001
    Aggrivating yes. But this is the cable company, not TiVo's fault.

    As your aware lots of people in your area have had their S3 activated with no problem. Some have had some problems. It will work you just got to get someone out there who knows what your doing.

    Demand that either a lead tech or a supervisor come out. Tell them what you told us about how much time this has cost you, at the very least they should give you some type of refund (my friend in Ohio got a months free service).
  18. Iceback

    Iceback New Member

    Oct 11, 2006
    I had three cable cards installed by TW in Charlotte NC the other day. The tech had spent 30 minutes before he left his office making sure that he had 6 "2006" cards with the updated firmware before he left for the call. When he got to the house he told me he had an 1 1/2 hours blocked because cable cards could be tricky and immediately called his supervisor, as neither had done a series 3. We followed the directions exactly, and the install was done and up and running in less than 40 minutes. He told me that he called his supervisor because cable cards depend on the installer, and the tech on the other end of the line. I have had some pretty bad experiences with TW in the past and was worried about this, but this was painless.

  19. nathos

    nathos New Member

    Jul 11, 2003
    Phase one of my CableCard adventure is over.

    Got my Series3 last Friday and got it hooked up to my home theater setup. I already had a CableCard in my Sony TV, so i moved it over to my Series3. Of course, this means having to call TW for them to re-activate the card with a new Host ID. That was an exercise in futility; After 2 hours on the phone, the phone tech said she didn't need the Host ID, she just kept sending authorization hits to the old ID. Finally, she determined that an installer needed to be dispatched to my house.

    Anyways, the installer finally arrives today to SWAP the card. No, I can't have another card ("only one in 8 techs has a CableCard on them"), I have to make a separate appointment for that ("this is a repair call, an extra card would be an upgrade"). After about 20 minutes of me telling the installer what info he needs to give to his phone tech ("I only install like one of these a year"), I'm up and running with one card.

    Now I have to call TW back to schedule a CableCard installation (which they'll probably charge me for). What a joke. The FCC really needs to crack down on this.
  20. pminer90

    pminer90 TiVo Convert

    Feb 9, 2006
    Well, I am starting my CableCard adventure on Friday ...

    My Series 3 will be delivered tomorrow and called for an appointment today. I was surprised they were able to accommodate me before the weekend on Friday from 10-12.

    I am trying to not get my hopes up, considering they would need to bring more than one card with them. I have this scary feeling the customer service representative kept hearing me say TV instead of TiVo no matter how clear I tried to make myself.

    I'll let everyone know how I make out.

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