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Official Time Warner Cable Thread

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

  1. calitivo

    calitivo Member

    368
    1
    Dec 5, 2002
    West L.A. I called 888-TWCABLE at about 7pm last night.
     
  2. bobbo

    bobbo New Member

    12
    0
    Jan 6, 2002
    raleigh, nc
    i'm here in raleigh, too. ok, so the series3 arrived today and tw is scheduled to install cards on friday morning. what should i do prior to their arrival - take new tivo through guided set up? call tivo and transfer lifetime service? buy more beer?
     
  3. SCSIRAID

    SCSIRAID Active Member

    2,321
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    Feb 2, 2003
    Vero Beach, FL
    Id run guided setup and play with it for a couple days. Stick rabbit ears or a piece of wire on the antenna input and enjoy local HD's (depending on where you are located).

    That way you can at least be certain that the box actually works.
     
  4. bobbo

    bobbo New Member

    12
    0
    Jan 6, 2002
    raleigh, nc
    thanks - i'm sure i'll be back for more once the process starts
     
  5. mercurial

    mercurial Retro-Av

    17,166
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    Oct 17, 2002
    Caraleigh, NC
    SCSIRAID's got it. I found out one of my S3's was DOA the morning of my install. Grrr...
     
  6. 2farrell

    2farrell New Member

    168
    0
    Jul 11, 2002
    Willow...
    Yes, but that's not the point, the agents are supposed to inform you verbally at time of order and they didn't tell me. It's called disclosure and it's also the reason TWC record phone calls to ensure the support staff do their jobs correctly.
    Also, all the link you has a note on the bottom of the page about the charges and it's not anywhere else on their site. I don't call that clear unless you're specifically looking for it.
     
  7. SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    So because one agent made a mistake justifies 'TWC are lying thieves'?
     
  8. BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    After another visit from TW, both cablecards changed to "CP Auth Received" and I was able to receive all channels on cablecard 1, but cablecard 2 still would not receive any digital channels.

    Shortly after the S3 displayed the message "Upgrading the CableCARD... Press SELECT for more info Cable Card firmware upgrade in progress".

    When I press select, it says "The TiVo Digital Media Recorder is currently upgrading the CableCARD decoder firmware as required by your cable provider. This may take up to 40 minutes. While the upgrade is in progress, you will not be able to watch or record Live TV. Meanwhile, you can still watch programs from the Now Playing List by pressing the TiVo button. WARNING: Do not unplug the DVR or eject the CableCARD decoder while the upgrade is in progress.".

    This has now been showing on the screen for over 2 hours.
     
  9. jonahlee

    jonahlee Jonah Lee

    8
    0
    Dec 3, 2006
    Hollywood
    THAT DID IT! Thank you so much. They are all idiots, how come they don't know how to do that? I told the woman on the phone that they techs that come out should be taught that simple procedure since it seems to work so easily!!

    I appreciate the help!
     
  10. sdurgin

    sdurgin Mac user

    28
    0
    Jun 6, 2004
    LA West Valley
    Did you just go through one of the call centers?
     
  11. jonahlee

    jonahlee Jonah Lee

    8
    0
    Dec 3, 2006
    Hollywood
    First person I talked to, I explained to them the problem and that I had a solution, and explained it to her and she did it, and withing 10 minutes my TIVO 3 HD was working perfectly.
     
  12. jsshattuck

    jsshattuck New Member

    29
    0
    Mar 19, 2003
    Charlotte, NC
    Well my Time Warner experience officially began today. I must say that we got off on the right foot. The Customer Support operator started a workorder to install 2 cablecards in my new S3. She was unfazed that I needed 2 cards, and didn't even ask for the TiVo Product number to validate that it was on the approved list. "Oh, a TiVo, we have those in the lab for training purposes."

    They are scheduled to be here next Tuesday (First day I was available), so I will post my progress. Best of all, the service installation fee was waived, so there's no chage to install. Gee, this ain't your Daddy's Time Warner. <VBG>
     
  13. Jerry Keller

    Jerry Keller Go USA!

    61
    0
    Jan 27, 2001
    SoCal, USA
    Well, here's my installation experience. Everything works fine! :) (so far ;) ).

    Very young guy showed up. Didn't know we were doing a TiVo. He'd never done a TiVo and had heard that they were a lot of trouble. Asked why I didn't like the Moxi HD DVRs (he has one and likes it). Wanted to know why 2 cards for the TiVo, etc. My impression was not very experienced. :(

    We stuck the first card in and it started working after a minor amount of fiddling. The second cablecard wouldn't work at all. :( He then pulled another one out of his pocket; he said it was his last one. We stuck it in and tried to get it to work. At this point, his nextel battery went dead. He didn't want to use my phone as he would wait on hold forever. He went out to his truck where he had a battery charger. At this point, he couldn't get through because everybody at the local office was busy. He ended up getting someone who wanted all kinds of info off the TiVo that we didn't need before. She was no help. He finally got through to the first guy who hit the CC and everything was working a few minutes later. :cool:
     
  14. jcunning1998

    jcunning1998 New Member

    24
    0
    Nov 28, 2006
    Charlotte, NC
    So close but so far away.

    I bought the Tivo before Thanksgiving and this is the first time the installer could come out... :thumbsdown:

    We had the 1st card seeing about 30% of the channels (after 3 cards and 4 phone calls) and the second card seeing all the channels (1st try and it worked). After many 'hits' and "refreshes" to the first card, the EMM count refused to increase, TW decided they wanted to make sure Tivo was not the problem so they decided to swap the cards around.

    Well, this is where everything went downhill very fast. The cablecard that worked great in slot 2 was married to slot 1 and also only saw the same channels as the previous card. Then things went very bad and this card developed a 161-2 error. So I called Tivo CS and they said the card was dead. We went onto another card that was previously in slot 1 and that one said it could not be initialzied, so that was ruled bad. The last and final card also came up with the same error.

    After six hours the installer ran out of patients, ran out of cards, and ran out of time... I love tivo, but this is crazy. Why can't we do it the old fashion way and have tivo just change the channel of the set-top box? It worked and it was easy.
    I will sacrifice picture quality to have something that works.

    Tomorrow I get to try this all again with a different installer that is supposed to have a little experience installing cablecards. Hopefully he doesn't bring the same cards as today... Now that my tivo has at least 3 cards against the host ID's, I'm sure TW will never be able to fix my account so I get all of the channels.

    I was expecting a war when I bought it and Tivo lost the first round. Hopefully Tivo can come back in round two.

    It was the installer's first time installing cablecards and I think either he or TW screwed up the initial card setup. Tthen they lost patients and really screwed everything up.

    This whole experience brings me back to the DOS 3.x days with a nice x86 computer. If all else fails just CTRL-ALT-DEL and try again... Maybe tomorrow I will break out my Van Halen and Metallica CD's to see if Tivo and TW can't work it out in their own time zone!

    Does anyone know how to contact the DNCS group directly or what the secret passcode is? I'm sure they could have fixed my problems before TW decided to start swapping things around and mess everything up.
     
  15. sdurgin

    sdurgin Mac user

    28
    0
    Jun 6, 2004
    LA West Valley
    Is there a post that explains what ECMs & EMMs are all about?

    The installers that had success with the series 3 (but not as much with my tv tuner, figure THAT one out) were interested to see those numbers increase. (They don't increase on the card in my tuner which does not yet see all the channels it should)

    My last installer, who had no success with the problem card in the tv tuner knew nothing about ECMs & EMMs, but then, he couldn't make the card work either. ;)
     
  16. SCSIRAID

    SCSIRAID Active Member

    2,321
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    Feb 2, 2003
    Vero Beach, FL
    An EMM is an Entitlement Management Message. It is sent 'out of band' (low frequency - below 'channels') to the cablecard by the cableco head end. It tells the cablecard what you are 'entitled' or authorized to decode and watch. An EMM is what gets sent when the card is Initialized or HIT.

    An ECM is an Entitlement Control Message. It is embedded in the ditigal channel bitstream. It contains information needed to decrypt the channel. The ECM changes periodically to keep the encryption 'on the move.
     
  17. jcunning1998

    jcunning1998 New Member

    24
    0
    Nov 28, 2006
    Charlotte, NC
    So the real question is, if they "hit" the card and the EMM count does not increase, then what is the problem?

    This is what I was experiencing yesterday. One card would increase the EMM count after a hit and the other was just stuck at 2. They were saying the tivo slot was the problem.
     
  18. mercurial

    mercurial Retro-Av

    17,166
    0
    Oct 17, 2002
    Caraleigh, NC
    I'm going to guess your second card/host id pairing isn't properly authorized in their system so it isn't getting EMMs authorizing it. I believe they need to "balance" your account and make sure all your devices have the same subscriptions/services enabled.
     
  19. SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    If they send an Init or a HIT and your EMM count remains at 0 then the card pairing information entered in their system likely doesnt match your configuration. You can mess it up on your side by switching the cards around or moving them to another device.
     
  20. SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    Balancing issues shouldnt cause 0 EMM's but will cause missing content with non-zero EMM's since the 'entitlement' would possibly be incorrect.
     

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