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Official Time Warner Cable Thread

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

  1. Nov 5, 2006 #881 of 6277
    H.I.McDunnough

    H.I.McDunnough New Member

    15
    0
    Oct 2, 2006
    Austin, Texas
    Well, I got a call back from the top level tech support. Perfect attitude "I'm not going anywhere until we get this working. Don't worry, we'll get it done." Asked me to reboot, but my son was watching a show, so I asked if he could call back at 3:45. I happen to be, lets say "specific" on the time on my watch. When it clicked over to 3:45, my phone rang -- not making that up. He sent some hits, it showed the hits, and then one by one, the channels started appearing. For the first time, I get ESPN HD on my TiVo. I'm very, very happy. We've got a problem with one channel, but we think due to signal strength, which I'm having a tech check out tomorrow.

    Given all this, I think the cable companies are doing a great job in a pretty complex environment. Yeah, I know that they are required by law to support cablecards, but they're presented with a new box, with dual cablecards, fresh on the market, and they are expected to support it, not TiVo. I'm happy with TW Cable, but I hope I don't have to call TiVo support for anything.

    Thanks Cableguy.
     
  2. Nov 5, 2006 #882 of 6277
    Flintbuffer

    Flintbuffer New Member

    2
    0
    Oct 30, 2006
    These guys came out of the Green office and I didn't catch their names. If there's any
    call back from the office, I'll be sure to praise them. The SA 8300HD is junk. I also
    seem to be receiving a few more channels.
     
  3. Nov 7, 2006 #883 of 6277
    jmjerome

    jmjerome New Member

    41
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    Dec 24, 2004
    Los Angeles, CA
    This might not be the best place for this, but i was supposed to receive a lineup change today. And so far nothing on TWC or Tivo regarding the change. I'm in 90069 west hollywood, ca. Did anyone receive the lineup change?
     
  4. Nov 7, 2006 #884 of 6277
    jmjerome

    jmjerome New Member

    41
    0
    Dec 24, 2004
    Los Angeles, CA
    I called TWC and they told me the new lineup has been delayed and they have no estimate. That Sucks!
     
  5. Nov 8, 2006 #885 of 6277
    84325e

    84325e New Member

    13
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    Nov 8, 2006
    H.I. (or anyone in Austin, Texas who has had success):

    Going on my 3rd visit from the outside cable guy. Who at TW Austin should I call. I know its a cable card issue - some channels come in - some don't. The outside guys (who have never seen a Tivo) are trotting out the usual non-sequitors. "Must be a signal strength problem. Maybe rf intereference on the line . . . ."

    Of course all channels come in fine on non S3 tvs. They want to monkey around more before "elevating" the complaint to TW. Nice guys, but I need a TW Austin cable card expert I think. Who can I call over there and not end up in customer support purgatory?

    I really don't see how Joe Consumer could ever navigate through this.

    Thanks!!
     
  6. Nov 9, 2006 #886 of 6277
    H.I.McDunnough

    H.I.McDunnough New Member

    15
    0
    Oct 2, 2006
    Austin, Texas
    I'd recommend placing a trouble call (as opposed to an install). When you do, ask if it is a TW employee or a contractor. Be firm and ask that it be a TW employee.

    One thing I noticed during my installs: when they asked for a hit to be sent, I never got an increase on the EMM count, but they said they did it. That is until the last time when I got a call from the DCS or DNCS or something like that -- basically, they are the top tech support guys. When he sent the hit, my EMM counts started incrementing. Not sure what he did differently, but it sure worked. Don't let them leave until it is working completely.
     
  7. Nov 9, 2006 #887 of 6277
    Stormspace

    Stormspace Electrocuted by TiVo

    5,171
    0
    Apr 13, 2004
    Hartsville, SC
    TW just sent out a new Lineup and Rate card for the Hartsville/Cheraw area in SC. Looks like the lineup will be updating on Dec 5th. Anyone have any luck faxing TiVo the new lineups in these situations to have the change happen at the same time?
     
  8. Nov 9, 2006 #888 of 6277
    pmiranda

    pmiranda New Member

    669
    0
    Feb 12, 2003
    Austin, TX
    If they want to measure your signal strength and give you some nice highquality cables and splitters for free, that might be worth your time, but otherwise all that really needs to happen is for the home office to:
    1) Make sure your account is "balanced" (all the services you should receive are correctly applied to your CC's in addition to any set-tops you might have)
    2) Make sure your Host ID's and Cablecard ID's are correct (use the TiVo screens to confirm the numbers) They might also need the MAC addresses off each card. If you pull the cards to write them down, be sure you put them back in the correct slots.
    3) Sent the hits. If the first-tier tech support doesn't seem to be able to do it right, mention that DNCS has been able to fix this for other folks. If you get a phone tech that won't do it, ask for a supervisor, or hang up and try again either by phone or by the web chat.

    What are you seeing on the two card status screens? If you have a bad card you might really need a tech to come replace it since they refuse to let you DIY.

    See my earlier post for what the stages are in Austin: Post 666
     
  9. Nov 9, 2006 #889 of 6277
    pmiranda

    pmiranda New Member

    669
    0
    Feb 12, 2003
    Austin, TX
    Hopefully one of TW's investments will pay off, allowing analog channels to be generated at the curb instead of the head office, and providing enough free bandwidth that they don't need to switch channels at a set-top...

    New chip from Broadlogic

    Heck, if they deployed one of these at every house, you could receive for (and pay for) just the channels you actually watch instead of 300 channels of junk to get the 10 you care about...
     
  10. Nov 9, 2006 #890 of 6277
    84325e

    84325e New Member

    13
    0
    Nov 8, 2006
    At work now, will check details tonight. Guy says signal strength is strong. But they want to replace all the wires from the pole to the house and are doing that today. I said whatever. What's strange is the channels I get/don't get. Most basic cable channels don't come in (some do), but I get some, not all of the HD counterparts. For example, I don't get channel 5, but I do get it's HD equivalent 15xx. So I watched Lost in HD, but couldn't watch it in SD. But I don't get all of the lower channels or of the HD channels. I get none of my HBO/Showtime.

    When I made my first complaint, the guy unwrapped new cable cards in front of me. Same channels of lack thereof on all the cards tried.

    Sigh. What is the best way to get a DNCS guy - start with customer service?
     
  11. Nov 9, 2006 #891 of 6277
    84325e

    84325e New Member

    13
    0
    Nov 8, 2006
    They wouldn't let me talk to DNCS myself. So I made a real TW Austin tech come out. Then he called DNCS. Answer, of course, was DNCS needed to "hit" the cards properly.

    Much talk by tech of how Austin is going almost exclusively switched digital video. 75% by Feb. he claimed.
     
  12. Nov 9, 2006 #892 of 6277
    cab2

    cab2 New Member

    150
    0
    Sep 17, 2004
    Austin, TX
    What exactly is that switched digital video going to mean to the S3. I've seen mention of it before, but don't really understand how that will impact (or not) the S3.

    thanks
    cab

    Hope to have my S3 install on Saturday. as he crosses fingers, toes, and eyeballs
     
  13. Nov 9, 2006 #893 of 6277
    pminer90

    pminer90 TiVo Convert

    4
    0
    Feb 9, 2006
    Oswego, NY
    I figured I would report my experience with TWCNY setting up my Series 3.

    As I figured, the person who placed the service call was messed up. After repeatedly telling this person I had a HD TiVo, not two HDTV's with CableCard slots, the installer first question was, "Ok, so were is the other TV?" Ugh, once showed him the Series 3 and the slots for the two cable cards, what i was asking for became clear.

    He had never setup one of these devices of course. (I am the first in my city to even have one, I later found out.) He began by checking signal strength and once that was up to snuff, the CableCard installation began.

    He dialed main office technical support and fortunately, someone he knew answered the phone. Once they moved past the pleasantries, the installer confided that the guy on the other end said the call center should have never placed the work order ... another ugh. I guess I lucked out they were willing to work on this problem at all.

    Since the guy was here, he was up for the challenge and didn't bow out quickly. The first CableCard installed wonderfully. The card acquired stations as the TiVo ying-yang icon spun around. Once that was finished, all the channels showed. I had reason to be hopeful it seemed.

    The second CableCard was not so gracious. Not only did it not pick up all the stations, it also tricked the first CableCard into tuning in only the stations it did. Working with the diagnostics tools did not bring success. The cards would tune in some channels, but never all of them at once, and again, only the same ones for each card.

    He was finally about to throw in the towel. Fortunately he was one of Time Warner's people and not someone they simply contracted work to. A contractor would have taken off a lot sooner. As a last gasp, he was given the number of a tech support person in Syracuse. (I am in Oswego.) Luckily this person had not yet left for lunch. When asked about the situaton, my local guy was told there were 3 or 4 of these new TiVo's installed in Syracuse and all were working great. The idea these TiVo's are "incompatible" with the cable system was absurd. Apparently this technical support person was well versed with CableCards. Within 10 minutes of passing numbers back and forth, both cards were receiving all channels. The installer even took the time to understand why he was having the difficulties he was. Maybe this will help the next TiVo customer.

    The installer told me that if I had any trouble to have Time Warner send him out to assist. I think that was quite nice of him. He could have easily never wanted to see me again. I gave him a nice tip and thanked him again as he made his way back to the van. I feel lucky I guess. I haven't had enough time to watch much TiVo, so something may be wrong I am not aware of yet. I have my fingers crossed all is well. Maybe there will be enough time to watch Conan O'Brien tonight.

    As always, your mileage may vary.
     
  14. Nov 9, 2006 #894 of 6277
    routerman

    routerman New Member

    36
    0
    Sep 15, 2006
    Austin, Texas
    Switched digital video is a client/server approach to providing channels. The client requests a channel and the host provides the tuning information for a channel already active or starts up a channel and provides tuning information for that channel.

    The problem is that any host device that is not able to communicate (CC TV's, Tivo S3) will not be able to request any channels. I have not heard of any way to make the S3 2-way capable. The short answer is that if your cable company is installing switched digital video, a S3 will not be able to tune any channel that is being switched.
     
  15. Nov 9, 2006 #895 of 6277
    TIVOCAB

    TIVOCAB New Member

    1
    0
    Sep 18, 2006
    Dallas, TX
    I live in the 75235 area of Dallas (west of the Tollway and south of Lemmon Av). I was wondering if anyone can tell me when TW Cable will be switching us from the dual (A/B) cable environment to the single cable. I have heard several things reported here. If anyone can give me an idea I would be appreciative. I don't know who to contact at TW for specific information.

    I really want to order the S3 and transfer the lifetime service over but want to be able to connect it to the cable system once I do.

    Thanks in advance.
     
  16. Nov 9, 2006 #896 of 6277
    Stormspace

    Stormspace Electrocuted by TiVo

    5,171
    0
    Apr 13, 2004
    Hartsville, SC
    You tip the cable guy?
     
  17. Nov 9, 2006 #897 of 6277
    Andrew Casella

    Andrew Casella New Member

    2
    0
    Nov 3, 2006
  18. Nov 9, 2006 #898 of 6277
    H.I.McDunnough

    H.I.McDunnough New Member

    15
    0
    Oct 2, 2006
    Austin, Texas
    The expert that I talked to in Austin said that many of the channels would be going switched, but they were like PPV, shopping channels, etc. The networks, ESPN, ESPN2, etc. won't go switched. We'll have to see.

    One thing I think is pretty clear is that the S3 in it's current form will not support switched video.
     
  19. Nov 9, 2006 #899 of 6277
    84325e

    84325e New Member

    13
    0
    Nov 8, 2006
    For what it's worth, while the TW tech threw out a 75% of Austin channels were going SDV, I think the poor guy meant they were migrating most analog to digital. The nuances of digital vs. switched digital seemed to escape him (yes, this is the "cable card expert" they sent out). Thank goodness for DCNS.

    An Austin CSR who *seemed* to know what she was talking about gave me the same story as H.I. - only low usage channels were being taken SDV. Indeed, when she rattled them off, I had never heard of 95% of them.
     
  20. Nov 10, 2006 #900 of 6277
    Greg K.

    Greg K. New Member

    49
    0
    Jun 28, 2005
    Hey all you Albany folks - I'm moving to the Albany area (Clifton Park) and don't think I'm going to be able to keep DirecTV due to line of sight issues at my new house. So I'm thinking of going S3.

    However all of these issues I'm reading about here are scaring me. :) DSV, etc.

    Bottom line: Will it be possible to get an S3 up and running with TWC in Clifton Park, NY? And get Showtime, HBO and all HD channels? What will be missing?
     

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