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Official Time Warner Cable Thread

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

  1. Nov 19, 2006 #941 of 6277
    ingenue007

    ingenue007 UNLUCKY W/TW AUSTIN

    111
    0
    Aug 22, 2005
    tw austin is raising rates. i think im gonna cancel my cable. all i watch are local HD channels. their HD package doesn't even have good channels.
     
  2. Nov 19, 2006 #942 of 6277
    blicken

    blicken New Member

    6
    0
    Nov 25, 2001
    Brooklyn,...
    Toga Fler and pmiranda, what's the secret to getting DNCS involved here in Austin? I just had a tech bring out my two cable cards yesterday and they seem to be correctly paired -- the screen says CP Authorized for both. However, neither is getting the EMM or ECM count incremented. The "PowerKey Status" remains "Not Ready -- waiting for EMMs". Based on what I'm reading, the cards are likely to be good (they have April 2006 manufacturing dates), but the network needs to be tweaked. I've done the automated "send hits" item on the phone a few times, and that does successfully reinit the cards. I also confirmed with a tech over the phone that my account was correctly balanced. I wonder if the problem is that the cards don't initialize quickly enough, so by the time they are ready to accept the EMMs signal, it's already been sent to them. Maybe TW's system wants a two-way box, and expects the box to signal back that it needs the EMMs. Either way, I'm just getting analogs and local HD right now. They're rolling someone out on Wednesday afternoon to look at things, but if i could get it fixed before then, it would save everyone a lot of grief.
     
  3. Nov 19, 2006 #943 of 6277
    dkroboth

    dkroboth New Member

    336
    0
    Jan 25, 2002
    Redondo...
    Moved into my new house in Redondo Beach (LA County), CA on Friday. TW techs came by later that day. Took five cable cards to find two that worked, but they did in the end.
     
  4. Nov 20, 2006 #944 of 6277
    pmiranda

    pmiranda New Member

    669
    0
    Feb 12, 2003
    Austin, TX
    That should work if you have the S2 controlling a cableco box via IR. I'm not sure how often you'd need to do the recording to keep the channel live. Once the S2 starts recording something else on another channel it's possible for the channel to die. The persistence of SV channels will probably vary quite a bit and I'll bet they get more aggressive with it over time.

    The great thing about using the IR blaster is that you could even use it for HD channels the S2 can't record, you just need a cableco box that will tune them, which is still cheaper than a cableco DVR, and then you have a way to watch PPV and on-demand if you care about that.


    Side-note to blicken:
    If you haven't already, keep calling to get different CSRs or ask to be transferred if they can't get your EMM/ECM counts to increment. Once they send the right signal it only takes a minute to see them go.
     
  5. Nov 20, 2006 #945 of 6277
    Austin_Martin

    Austin_Martin New Member

    124
    0
    Sep 12, 2006
    Had a tech in to install today. He took off after receiving the CP Auth. He said it should take an hour or so for the channels to all show up. When they didn't I phoned Austin TW. Dealt with one customer service rep for an hour, which consisted of unplugging the cable cards, rebooting, and re-pairing the cards. The account wasn't set up properly by the original tech, so at least something good came of that. I kept asking for him to contact the dncs group, but he said he wasn't allowed to do that.

    After getting disconnected, I got ahold of a tech support person for another hour. After 4 more reboots, and repairing, I was at the exact same point. Again, I kept asking for the dncs group to be contacted. She said only a manager could authorize talking to them, and her manager wouldn't allow that.

    So after 2 hours on the phone, I'm still at the same point. But now I have to wait until next week for another service call.

    Geee, I wonder if they'll have me unplug the cards, reboot, and try the same thing they've been trying for 2 hours....

    Please, if someone knows exactly what the dncs group does differently, speak up. You can help save hours of others time!
     
  6. Nov 20, 2006 #946 of 6277
    Austin_Martin

    Austin_Martin New Member

    124
    0
    Sep 12, 2006
    After help from the dncs gods, I have success. Everything's coming in fine. If you have this same situation come up, posting a message in this thread can help ;)

    -AM
     
  7. Nov 21, 2006 #947 of 6277
    abredt

    abredt West Valley TW L.A.

    158
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    Nov 4, 2004
    What is the dnc group? I'm having TW install it Fri.
     
  8. Nov 21, 2006 #948 of 6277
    Justin Thyme

    Justin Thyme Contra sceleris

    3,306
    0
    Mar 29, 2005
    Is Hawaii the only place folks know of that tacks on additional fees beyond the cablecard fee for the S3's second CC?

    To refresh memories- here is what TW Hawaii is charging:
     
  9. Nov 21, 2006 #949 of 6277
    SoCalCraig

    SoCalCraig New Member

    30
    0
    Oct 30, 2006
    Carlsbad, CA
    Just wanted to report that occasionally things do go well. :)

    After receiving my S3 a couple of weeks ago and trying to just use OTA HD, I finally caved in and called TWC (formerly Adelphia). I told them I needed 2 CCs for a Tivo installation, the CSR wanted to talk about my opinions of the S3 but had no problems scheduling the tech visit. Even offered to send a tech out the next day (surprise #1).

    The tech arrived on time (surprise #2). He said he had some experience with the new Tivos, some went well, some didn't. Mine went well (surprise #3).

    He wrote down the numbers from the cards and called the mother ship to give them the info. Then installed card #1, after a few minutes the Tivo CC pairing page reported success and we moved on to the 2nd card. This one took awhile longer and required a couple of retries, but eventually succeeded as well. Then we checked a few random channels, and all seemed to work. He was out the door in under 30 minutes. Both are Motorola CCs, but with differing firmware versions (4.05 and 4.21 as I remember).

    After he left I completed the guided setup and then checked all the channels. All seemed to be working at first, but later I discovered some video breakup on the digital channels (both HD and non-HD) at random intervals. Some small, some large including losing one whole scoring drive during a recorded football game (10-15 minutes). I didn't have the tech check the signal strength this time, but they checked it when they installed their Moxi DVR and said it was good. Based on reviewing other posts I'm going to play with my amp and attenuators to see if the signal strength may too high for the S3.
     
  10. Nov 21, 2006 #950 of 6277
    Lyshen

    Lyshen New Member

    3
    0
    Mar 31, 2005
    Out of curiousity is it required to have a technician to get a 'hit'?

    I just called TWC and the CSR said that she could not do that. I asked why and she said that the technician has to request it when working on the work order and once the work order is closed, no more hits are allowed.

    I'm in SoCal TWC area, formerly Adelphia.

    edit:
    I just got a S3 Tivo and the technician came out earlier today but left without it fully working. :mad: (Only get unencrypted SD/HD channels)
     
  11. Nov 21, 2006 #951 of 6277
    alee

    alee New Member

    122
    0
    Mar 24, 2002
    New York, NY
    No... try calling again a little later and see if you get a more competent support person.
     
  12. Nov 22, 2006 #952 of 6277
    KennyP

    KennyP New Member

    5
    0
    Jul 11, 2006
    I posted my earlier experience with TWC where the CSR initially refused to set up the installation of two CCs in my S3. After convincing her that TWC has no option, as far as the FCC is concerned, the truck roll was scheduled for yesterday.

    I was not home (gotta pay the bills), but my wife was there during the installation. The TWC tech showed up during the scheduled window and my wife explained to him what she understood to be the process and pointed out the cablecard installation instructions provided by Tivo, which I had left on top of the Tivo unit. He initially told her he didn't need those and proceeded to do the installation. Instead of activating the cards initially, he did some sort of download or update and then waited 20 minutes for that to complete. At that point, my wife was back in the room and again showed him on the instructions how to get the numbers he needed. This time, he was more willing to listen and got everything set up. The total time seemed to be about 90 minutes.

    I checked it out when I got home and everything seems to be working. I get the HD local channels as provided by TWC along with HD HBO and pretty much everything else as I expected. My overall experience has been pretty good. I was not surprised to "discuss" the installation with the TWC CSR, and in the end the tech got everything installed and working.
     
  13. Nov 23, 2006 #953 of 6277
    Lyshen

    Lyshen New Member

    3
    0
    Mar 31, 2005
    Update to my install of CCs.

    Initial install of CCs was awful for the most part. CCs got recognized, was authorized at the CP but got missing program rekey on both CCs. Tech couldn't get it working so left saying if it isn't working later to contact him, oddly enough (or on purpose?) the number he gave me was to a tree trimming service. (I double checked the number with him too!) So I called up TWC regarding this to try to get them to give me hard hits / initialize.

    Well after trying to bug the different CSRs I kept getting when I called in to hit the CCs, I was scheduled to get a tech the same day before 7PM. Unfortunately no tech came, I kind of figured that may happen so I called TWC back near 7PM.

    After talking to the CSR, he wasn't totally helpful but still helpful (supposedly tried hits but I guess didn't know what a hard hit/initialize was). But he was able to schedule me for a tech to come in the very next morning so that was great.

    Next morning (today) tech (Ken) came within the window (8-10AM) and after checking the cards, called dispatch (Angie) and had her do some hard hits to the cards and the channels worked. Such a easy thing yet when I try to get the CSR to do this, they are incompetent! I asked the tech about this and even he said the CSRs should be able to do this, just inproperly trained then I guess. This took a total of maybe 20 minutes or so, very simple (would have been faster if tech didn't have to wait on hold for about 10 minutes to get a dispatch).

    So now just about all works fine, except for some reason I'm missing 2 HD channels, ESPN & KABC HD. Strange since I do get the HD tier and ESPN2 HD works fine. No signal strength detected when I Use Tivo to check those two channels. Called TWC about this and they said it should be coming in fine since no problems on their side. Sooo, another tech scheduled to come take a look.... :confused:

    Happy for the most part that it works now, but one thing really bugs me, how come TWC does not offer CW (KTLA) HD??? Just does not make sense since they are part of one big company. (Not sure who owns who, but they are related)
     
  14. Nov 24, 2006 #954 of 6277
    BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    I just got my S3 last week and have been having no problems recording OTA. My cable cards are due to be delivered Monday.

    In my area the HD Tier channels are in the 1800 range. Since the S3 appears to only be able to accept a 3 digit channel number, does this mean that it will not be able to tune to any of the HD Tier channels?

    I realize that I can still get the HD feed for the major networks (ABC, CBS, FOX, NBC) by using the -1 digital channel numbers, in my case 10-1 (ABC), 6-1 (CBS), 13-1 (NBC) and 23-1 (FOX).

    The problem is that ESPN-HD seems to only be available on 1869.
     
  15. Nov 24, 2006 #955 of 6277
    BillP Studios

    BillP Studios Creator of WinPatrol

    20
    0
    Dec 26, 2002
    Scotia NY
    Hi Bruce,

    You'll probably need to do a complete guide set up once your cards come in but the S3 handles four digits just fine. I'm in Scotia and have all the same channels. I have the extra HD package including the HD HBO/Showtimes at 1880/1885.

    You'll love it!

    Bill Pytlovany
     
  16. Nov 24, 2006 #956 of 6277
    abredt

    abredt West Valley TW L.A.

    158
    0
    Nov 4, 2004
    Two and a half grueling hours later, I have the top cable card getting everything OK. The bottom cable card getting broadcast HD, but no premium channels.

    I live in the West Valley of Time Warner Southern California. This was his first TiVo install. At one point his supervisor told him that their cable cards are not compatible with TiVo and that he was to take the cards and leave immediately. After I threw a fit, he agreed to try another card.

    Another tech is supposed to bring a replacement card on Tues.

    What is pairing?? Is it something extra that TW is supposed to do?? He never mentioned the word.
     
  17. Nov 25, 2006 #957 of 6277
    philinny

    philinny New Member

    21
    0
    Jan 11, 2004
    West SF...

    Abredt, please come back and post how it all turns out. I'm also in the West Valley and about to pull the trigger on an S3 purchase! When I called Time Warner a few months ago, they had no clue at all -- which prompted me to post to the various TiVo blogs and I was part of the wave of publicity that prompted TW to get better about training (in some areas anyway...) So can't wait to hear how they're doing now in SoCal.
    Thanks.

    Phil
     
  18. Nov 25, 2006 #958 of 6277
    abredt

    abredt West Valley TW L.A.

    158
    0
    Nov 4, 2004
    Will do. FYI - the best price I got was Amazon $709 with free 2-day shipping (Will cancel Amazon Prime before they charge my credit card.)
     
  19. Nov 25, 2006 #959 of 6277
    Kelster72

    Kelster72 New Member

    8
    0
    Oct 25, 2006
    NEW YORK, NY
    Abredt, how do you identify whether it's the top or bottom card that's giving you trouble? I am faced with a similar problem, where one tuner is working fine and the other just gets non-premium channels. The Time Warner service techs haven't been much help - most have never even seen a cablecard. Thanks.
     
  20. Nov 27, 2006 #960 of 6277
    BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    You are correct.

    Now that the two cards have been installed and the complete guide setup has been run again, all the extra HD package channels come in fine from either tuner.

    Cable Card 1 seems to be able to tune to all channels, but Cable Card 2 can only tune to some channels.

    Channels 1 thru 24, 50 thru 69, and all digital channels are fine, but the other non-digital channels just return the error "Searching for signal on: Cable In" when using Cable Card 2.

    I re-started the S3, but it made no difference. Cable Card 2 still can only tune to some channels.

    At the moment I have another service appointment scheduled for tomorrow morning.

    Does anybody have any suggestions of other things I should try? I would love to get everything working myself and be able to cancel the service appointment.
     

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