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Official Time Warner Cable Thread

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

  1. Dec 2, 2006 #981 of 6277
    abobrow

    abobrow New Member

    118
    0
    Jul 8, 2002
    Los Angeles
    Good experience for me in Los Angeles (former Comcast).

    I had read this thread (or as much of it as I could stand) and expected the worst. I called RR Friday afternoon, around 4pm to schedule the install. First pleasant surprise, they had an opening the next morning.

    Tech got here at about 9:55 am, well within the 9-12 window. I asked him if he'd done any Tivos before and he said a couple, but they were tricky. He said it could take an hour and a half. He radioed HQ and the tech there confirmed it could take a while. But not a single glitch, and he was gone by 10:20.

    Twenty-five minute install. No problems so far. Sweet.

    At first I felt the HD picture was more compressed than with the moto box, but I know that can't be true. I think there is a difference in picture quality, but I think it's more of a black-level or white-level thing. The S3 seems darker. I'm fiddling with the tv accordingly.
     
  2. Dec 4, 2006 #982 of 6277
    rltoombs

    rltoombs New Member

    22
    0
    Aug 23, 2002
    Los Angeles, CA
    Here in West LA, my TimeWarner tech never even showed up. The agreed-upon 3:00-5:00 window passed and, trying not to be a jerk, I waited an hour before calling. The CSR said that the tech had reported arriving at 4:18 and that no one was home; that he left a message and went away. Except that I was definitely here, and the front-gate buzzer never buzzed (I'm within earshot of the buzzer, and had tested it not more than fifteen minutes before he was supposedly here), my phone never rang and no one left a message.

    Yes, I know, maybe he just went to the wrong place somehow. But given the reports I've been reading here, I'm just kinda wond'ring--are TimeWarner techs seeing cable card orders, shuddering in horror, and trying to just duck the issue? You know: claim they didn't find anyone at home, move on to their next assignment, and hope someone else gets stuck with the return visit a few days later?

    Like I said: just wond'ring. Probably slightly paranoid (and a little annoyed because this was by far the best day for them to show up). But, you know--stranger things have happened.
     
  3. Dec 4, 2006 #983 of 6277
    abobrow

    abobrow New Member

    118
    0
    Jul 8, 2002
    Los Angeles
    By any chance are you talking about Saturday, 12/01/06? I only ask because mine, also in West LA, was that morning and it went fine (see above). But while the tech was here, whenever he talked to anyone at the home office, he asked if they were going to the Christmas party that afternoon. I'm just wondering if maybe your tech blew off your appointment for the TWC party. Just a theory.
     
  4. Dec 4, 2006 #984 of 6277
    rltoombs

    rltoombs New Member

    22
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    Aug 23, 2002
    Los Angeles, CA
    No, it was today, Sunday--but maybe a wee small hangover?
     
  5. Dec 4, 2006 #985 of 6277
    Eskimo Pie

    Eskimo Pie New Member

    128
    0
    May 17, 2002
    Buffalo, NY...
    I'm pretty sure you can tell which is which... I'm currently having a problem where one card won't tune any encrypted channels... it tries, then just leaves a black screen up.

    What I do is tune each tuner to a seperate encrypted channel (you can see what the other tuner is currently tuned to by hitting 'info' then down). Switch back and forth between the tuners so you can see which one is working and which one isn't... then go to the tivo diagnostics page (settings -> Info -> Diagnostics). From there it'll tell you which 'tuner' is tuned to which channel. Tuner 0 is the top cable card (card #2), and tuner 1 is the bottom cable card (card #1).

    In my case tuner 0 was the one which wouldn't decrypt channels... so I went to settings -> cable cards and looked at the CP screens for cable card #2 and sure enough it said "waiting for CP authorization" while the other card said it was authorized...

    In my case though, calling TW customer service has proved completely worthless... I'm sure it's just an account config issue, but they refuse to try to trouble shoot it with me and just want to schedule a tech (which won't be available for about a week). BTW, I'm in Buffalo area.
     
  6. Dec 6, 2006 #986 of 6277
    BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    For now I have used this solution, since all of the analog channels are also available in the digital tier that I have to pay for anyway in order to get HD.

    I went into the Channel List and un-selected all the analog channels that one of my tuners/cablecards were having problems with.

    I now need to enter the digital channel number, instead of the analog channel number, when I want to tune directly to one of those channels, but this way Tivo Suggestions is no longer making multiple blank recordings.

    When the next software fix becomes available, I will try to re-enable them and try again. However, this seems to work for the time being.
     
  7. Dec 6, 2006 #987 of 6277
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    In my case, I reported my problem to Tivo well within the first 30 days. They indicated that if the new firmware doesnt fix the problem they will replace the Tivo with a new one even though it has now been close to 90 days since I got it. The replacement/refurb clock 'stopped' when I reported the problem.
     
  8. Dec 6, 2006 #988 of 6277
    tjkc

    tjkc New Member

    5
    0
    Oct 30, 2004
    New York
    Purchased the Series 3 in September. I am a Time-Warner Cable customer. Had a tough time getting an appointment for cable card installs (over 3 weeks), if they would have given me the cards and a phone number to do the provisioning I could have done it myself (on-site support from Time_Warner NYC has been excellent).
    In any case, all was well until month 2. Channels started to disappear, the good ones I pay premium for to watch, digital cable, HBO, Showtime. 3 separate visits from Time-Warner to try to fix the problem, or at least understand the problem. On the 3rd visit with 2 installers and a supervisor a call was placed to TiVo. Confirmation was received from TiVo that the problem was with my Series 3 and its ability to update the Scientific Atlanta CableCards firmware as necessary to keep current with the Time-Warner system.
    TiVo said they would replace the unit and I should see it in 3-4 days. NOT! So, I scheduled Time-Warner (hats off to Time-Warner NYC, whom truly wanted to rectify the problem and treated us as a valued customer) for the following Friday. By Thursday when the Tivo replacement did not arrive, I called TiVo and spent the better part of an hour in Customer Service HELL, and I have been there ever since. I got the run around like you won't believe. When I finally got to a supervisor who couldn't do anything either, I politely asked to be elevated to someone who could. I was told there wasn't such a person and I had come to the end of the line in customer service, he was it, no escalation, and no service. This guy has no boss, how cool.
    What I think I figured out was that the devices are constrained and "new" holiday orders were most likely going to get priority over folks that already forked over $1000 (including lifetime transfer). So, I waited for the email that the unit had shipped. No email. So I called again and spend 1 1/2 hours getting no commitments, no service, the run around and, oh yes, maybe the unit would arrive by Friday. We'll see. Hat's off to Time-Warner NYC, three thumbs down to "Tivo customer service", which by the way is a misnomer in my book.
     
  9. Dec 6, 2006 #989 of 6277
    chedlin

    chedlin TiVo Addict

    116
    0
    Apr 13, 2003
    Austin, TX
    I received my S3 yesterday and had the install done today. I have had exactly the same problem with TW Austin. The installer was here 8 hours and I missed an entire day of work (I had an after 5pm appt, but the installer called looking to come in the morning. I should have refused but I left to meet him. I had to help with the interior wall drop because the sale rep didn't put it on the work order and the installer didn't have all the tools. My new Plasma is on the opposite side of the room from the old TV)

    I have a tech scheduled for tomorrow. Hopefully it will clear itself up or be easy tomorrow. I won't be home (I just missed an entire day), just my wife.

    Charlie
     
  10. Dec 7, 2006 #990 of 6277
    rltoombs

    rltoombs New Member

    22
    0
    Aug 23, 2002
    Los Angeles, CA
    So far so good. The TW tech finally showed up tonight, and didn't seem wounded when I showed him TiVo's CableCard instructions. Trouble was, although he followed the instructions to the letter, he then left before I could do guided setup.

    Before he did anything else, he put a new connector on the end of the cable coming out of the wall, then reattached it. At one point I asked why the TV didn't seem to be receiving a signal, and he suggested it was because I hadn't yet run guided setup, but that everything should be fine once I was done with that. Then he left.

    So I started guided setup--and about halfway through, I glanced at the back of the TiVo box--and realized that he'd plugged the cable into the Antenna In port. Which explains why there had been no signal.

    Fixed that, then discovered that CableCard 2 was getting every channel it was supposed to get, but CableCard 1 wasn't getting any at all. Fortunately, all it took was one call to TW tech support; they hit the card again, all my channels showed up, and now everything seems to be working as it should.

    So finally, a week after buying the new HD TiVo and the new HDTV, I can finally look at a 1080i signal. Just like that, a DiscoveryHD program on a giant mining shovel was the most fascinating thing I've ever seen. And a commercial with the shuttle launching! Yowee! This is awesome!
     
  11. Dec 7, 2006 #991 of 6277
    TWCmademedoit

    TWCmademedoit New Member

    2
    0
    Dec 4, 2006
    Got my CableCard install yesterday as well in Los Angeles. No problems, all channels working just fine. It took them two hours and the problem was with the dispatch people on the phone. The two guys that were here both agreed that you need to have someone on the other end of the phone that knows what they're doing and if they do, it should be no problem. They went through 4 different people by the time they got it.

    When I originally made the appointment, I flat out told them I needed two cards and that it was for a Tivo Series3 and that I'd read there have been serious problems getting the install done right the first time, so I insisted that they send someone that was trained and experienced in doing the Series3 installs. They made a note of it and sent someone that had already done these. Unless you tell them ahead of time to send someone experienced, you might have a problem.

    I'm also watching DiscoveryHD and other stuff I never would have bothered to watch. It feels like I'm at the IMAX for the first time, watching something just because it looks good!
     
  12. Dec 7, 2006 #992 of 6277
    abredt

    abredt West Valley TW L.A.

    158
    0
    Nov 4, 2004
    Tech arrived and said. "Sure - done lots of TiVos." Then started looking for the cable that goes from the Hi-Def box into the TiVo....!!!

    I gave him the instruction sheet and the connection chart I had made and talked him thru it. He reinstalled the cards that had failed. Seems to be OK. He said that Customer Service doesn't know how to do it - have to talk to the dispatcher.

    I don't know how a non-techie can get thru this.

    The techs told me that they don't look at the requests on the job sheet so asking for someone experienced does not work. I had asked for the guy I had the prior time, but didn't get him.

    The other 2 techs I had had each spent over an hour waiting for the dispatcher to answer the phone call. This one got through in 2 minutes using a walkie-talkie instead of his phone.
     
  13. Dec 8, 2006 #993 of 6277
    tjramsey

    tjramsey New Member

    37
    0
    Nov 27, 2002
    Austin
    I'm very excited.... just set up my S3 and so far it is awesome!

    I have a 52" Panasonic LCD projection TV coming tomorrow, and Time Warner Austin is coming tomorrow to install the cablecards.

    I'm HOPING the TV is delivered before the TW guy or gal comes in the afternoon (my TV delivery window overlaps the TW window).

    Right now I have hooked it up to my old Samsung 32" HD (4:3) CRT, which has moved to the bedroom. I set it up for OTA and analog cable. Now for my question:

    Just in case the cable guy gets here before Circiut City delivery, would it be ok to do the cablecard install with the S3 upstairs in the bedroom and then move it downstairs (to a different cable jack) later? Is there any chance that the cablecards (hoping they work on the first install trip, I know its a gamble; I've been keeping up with this thread) will somehow be tied to the particular cable jack?

    I have a strong guess that the answer is no; but if there's a chance that moving the S3 downstairs will hork it all up, I guess I should move the S3 downstairs now and just hook it up to the non-HD TV before anyone shows up, but that would mean no HD until the new TV arrives, and that would be a shame .

    Of course if it all goes according to plan, I'll be watching my S3 tivo on the new TV before I even get a call from the cable guy.

    Opinions anyone?

    T.J.
     
  14. Dec 8, 2006 #994 of 6277
    pmiranda

    pmiranda New Member

    669
    0
    Feb 12, 2003
    Austin, TX
    If the downstairs jack has at least as good of a signal as the upstairs one, there would be no difference, but that's a big "if". I would set it up where you plan to use it, with the exact cables, splitters, surge protectors, amps, etc. you plan to use.
    Some folks have seen the S3 be more sensitive to signal problems than other devices, which is odd given how good the OTA tuner seems to be relative to other devices, but nevertheless, better to be safe.

    And maybe you'll have a "Christmas miracle" with the new TV arriving just in time to hook up to your working S3.

    Remember, your top priority is to get ALL channels working on both cards of the S3. The eye candy can wait until after that.
     
  15. Dec 8, 2006 #995 of 6277
    tjramsey

    tjramsey New Member

    37
    0
    Nov 27, 2002
    Austin
    Good advice all around! I think the signal quality is very similar (my weak link is in my office, different splitter), but don't really know for sure, so you're right, I'll move the S3 down this morning.

    And yes, I spent an hour last night re-reading this thread and copy-pasting relevant posts, several of yours, pmiranda, so thanks so much for forging that trail for us in Austin.

    I DO need to write down my MUST have channels right now..... Tivo does make it so you don't know channel numbers at all.

    And here's hoping for the "Birthday Miracle" (changed the wording because tomorrow IS my birthday, so to me, Christmas season doesn't start until the 10th :D )

    I'll add my contributions to this thread after the CC install.
    --T.J.
     
  16. Dec 8, 2006 #996 of 6277
    tjramsey

    tjramsey New Member

    37
    0
    Nov 27, 2002
    Austin
    Update number 1 (first visit from installer):
    The TV beat the cable cards in the race; which I think I prefer.

    Time Warner guy left while cable cards were doing firmware upgrade, promised to call back in 40 Minutes. I didn't want him to leave, but I wasn't overly confident in him, since his stated experience with the S3 was "I've done 1...... successfully? no."

    He almost followed the instructions, at least inserted the first card, then called it in and waited until we could test some channels before going on to the 2nd. Of course, the first card was not getting premium channels or HD Tier channels when he started the second, and the firmware upgrade hasn't changed that.

    IF he actualy calls me back, I feel fairly confident that if we re-hit the cards it might work (EMM count is at 0, so from my reading, we need to ensure the services are correct on the account and re-hit the cards); At least we are down to where the DCNS group have helped others.

    I tried getting him to stay and he was resistant, I did say, "But its not working!" but I figured I'd let him go and hope he will call back, flies, honey, vinegar, and all that. (In this case, I'm pretty sure he's a contracter, so I figure I'll hope he can go do another job to get his money for that and that he'll call me back..... (I've got his cel phone number in case that doesn't work.)
     
  17. Dec 8, 2006 #997 of 6277
    84325e

    84325e New Member

    13
    0
    Nov 8, 2006
    Deja vu. It's all about the authorization/balance or whatever the magic word is for the account. You're at the stage where if the tech gets thru to DNCS or a CS agent who knows what they are doing, they will use the correct internal program and make the magic key strokes and within seconds, you'll be golden.

    PS don't believe the malarkey the it takes "hours" for the channels to show up after they properly hit the cards. It was 5 seconds for me once they got Austin DNCS on the phone.
     
  18. Dec 8, 2006 #998 of 6277
    abredt

    abredt West Valley TW L.A.

    158
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    Nov 4, 2004
    A TW tech told me that they don't use contractors for cablecard installs.
     
  19. Dec 8, 2006 #999 of 6277
    mercurial

    mercurial Retro-Av

    17,166
    0
    Oct 17, 2002
    Caraleigh, NC
    Maybe not there, but the certainly do here.
     
  20. Dec 8, 2006 #1000 of 6277
    tjramsey

    tjramsey New Member

    37
    0
    Nov 27, 2002
    Austin
    After a little help from cableguyxxx the cards were hit and all is working extremely well; I'm redoing guided setup now that Test Channels works.

    I really do think those of us in Austin owe Mr Cableguy at least a keg of beer for all the aggrivation he has saved us. I'd head up the collection efforts for a really nice Amazon gift card or something.

    Thanks for everyone's help, This thread really prepared me for what could go wrong, and thankfully only a small portion of what could happen did; mainly thanks to the forum and those who went before.

    Oh yea, and Austin has one more S3 owner, Woo Hoo!

    I've got nothing against contractors at all, but pretty sure he was. When I commented on his leaving before it was working, he said something like "They only pay me 30 bucks per cablecard install (not sure what the number he said was, might have been lower, was not higher) so I assumed he was a contractor from that comment. Just guessing a TW employee would be hourly or salaried; I could be wrong about that
    He has yet to call me back, but someone from customer service did and said they'd try to get him back here... still haven't heard from him, but the order could be closed, since its all working now (Hurray!) I will say he was a nice enough guy, and he even insisted I let my dogs in while he worked, which definately earns him some points.

    --T.J.
     

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