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Official Time Warner Cable Thread

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

  1. rlay

    rlay New Member

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    Sep 27, 2006
    I just ran the guided setup today....no joy.

    I also have the TW HD cable box on a smaller LCD TV upstairs, and it gets all of the channels.

    I've narrowed the problem to either a "switched" network or a misconfiguration of the CableCard.
     
  2. rlay

    rlay New Member

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    Sep 27, 2006
    I am in Imperial Valley, CA...The nearest broadcast HD signals are 50 miles away from Yuma Arizona. My neighbor has a huge antenna for his Directv system, and he still doesn't get anything but FOX in HD over the air.

    Tivo offered to talk to the Time Warner installers, but the TW folks said they had it under control....They also confirmed that the S3 does not work with switched networks.
     
  3. hookbill

    hookbill Feathered Member

    4,442
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    Dec 14, 2001
    Northeast Ohio
    They wouldn't use Switched Video on a network. That doesn't make sens SVD is used on channels that are less frequently watched, not on main channels.
     
  4. Stormspace

    Stormspace Electrocuted by TiVo

    5,178
    3
    Apr 13, 2004
    Hartsville, SC
    Two things are likely to happen here. Either the switched video will be reconfigured when the integration ban goes into effect, or TW will issue cards capable of doing switched video. If the latter happens I hope TiVo will be able to do some sort of software update to enable the new cards. It would really suck if the integration ban broke all S3 TiVos in service.
     
  5. routerman

    routerman New Member

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    Sep 15, 2006
    Austin, Texas
    What is the integration ban you are referring to? Also, the cards are not the problem with switched video, it is the one way hosts. As I understand it, the S3 is only a one-way device.
     
  6. Stormspace

    Stormspace Electrocuted by TiVo

    5,178
    3
    Apr 13, 2004
    Hartsville, SC
    The integration ban is set to go into effect next year and it's the point where cable companies will have to use cable cards in their own equipment. If the cards they are using do not support two way communication they'll have to change the way they broadcast. Otherwise if the new 2.0 cable card is available by that time the hope is that with a software upgrade the TiVo S3 would be able to use it. Opinions differ about this future capability.
     
  7. rlay

    rlay New Member

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    Sep 27, 2006

    The call center folks claim that they are moving high bandwidth channels (HD Channels) to the switched network in certain geographies....specifically HDNET, DiscoveryHD, etc. The channels in the HD Plus package.

    The installers don't even know what it means, and they have even gone so far as to say they all that needs to happen for a proper setup on their system is the CableCards serial numbers need to be switched on. I forced the Host_ID, etc. on one of the call center agents and they said all of that stuff doesn't make a difference on this system.....this Call Center is in Denver (former Adelphia).

    I am sort of glad I still have the Motorola box upstairs and another HDTV upstairs...it insures that I get all the programming, although it is costing me another $20/month. I wouldn't hesitate getting another S3 if I could network them together like the S2s, and this problem were solved with the missing channels.
     
  8. dt_dc

    dt_dc Mostly Harmless

    2,013
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    Jul 31, 2003
    Northern...
    For the love of ...

    1) Current CableCards are perfectly capable to be used to access SDV (and other two way functionality). SDV (and other two way functionality) is NOT a function of the cards ... it's a function of the host the cards are put in (ie, the TV, Tivo, cable STB, whatever).

    2) The only thing the 'new' cards add are multistream functionality. When a multistream card is placed in a host designed for a single stream card ... the card behaves in a single stream / perfectly compatible mode. Ie, existing CableCard devices don't need any software updates or changes to use the 'new' cards.

    3) That being said ... one way hosts are one way hosts. They won't be able to use any two way functionality (like SDV) with a one way host.

    4) TW (and other cable operators) aren't going to be 'issuing new cards that break all S3s' or 'reconfiguring switched video' when the integration ban takes effect. They'll be buying boxes that are designed to take CableCards (single stream or multistream). Either way, the same CableCards will work just fine with the S3 ... and will allow access to SDV when used in the cable company's boxes just fine.

    5) Since Tivo worked with CableLabs setting up the test procedures / verification process for multistream hosts ... I would tend to assume the S3 is going to get multistream verified at the first M-UDCP test wave. In which case, you'll be able to use a (single) multistream card in a Tivo instead of having to use (two) single stream cards.

    http://www.opencable.com/primer/cablecard_primer.html
     
  9. Stormspace

    Stormspace Electrocuted by TiVo

    5,178
    3
    Apr 13, 2004
    Hartsville, SC
    Thanks for the clarification. :) However it would seem like SDV is going to hose those TiVo's in areas that use it. And while "most" cable companies might use it for little accessed digital channels, the possibility exists that other companies would use it differently. So a box that's supposed to eliminate the cable STB can't do PPV/VOD, or SDV channels?
     
  10. dt_dc

    dt_dc Mostly Harmless

    2,013
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    Jul 31, 2003
    Northern...
    "Hose" is rather subjective.

    S3s won't be able to access SDV channels. How much that "hoses" the S3 ... as you noted ... well, that depends on how (and if) cable companies use SDV, what channels, how many channels, etc. etc. etc.
     
  11. mercurial

    mercurial Retro-Av

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    Oct 17, 2002
    Caraleigh, NC
    Well, since the only way I can watch the HD channels (live or recorded) is through my S3s, if they put the HD channels on SDV, it would certainly make my S3s much less useful to me.
     
  12. Stormspace

    Stormspace Electrocuted by TiVo

    5,178
    3
    Apr 13, 2004
    Hartsville, SC
    It's one thing to not be able to access an optional PPV or VOD service. It's quite another to not be able to access channels you are paying for when you know that the cable co doesn't give a rats *** if you get everything you paid for or not.
     
  13. routerman

    routerman New Member

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    Sep 15, 2006
    Austin, Texas
    The correct term is "separable security". I had never heard it called the "integration ban"
     
  14. dt_dc

    dt_dc Mostly Harmless

    2,013
    0
    Jul 31, 2003
    Northern...
    Two different things ...

    The integration ban requires cable companies to use seperable security (such as CableCards) in their own leased devices.

    NCTA calls it the "integration can":
    http://www.ncta.com/IssueBrief.aspx?contentId=3553

    FCC Commissioners call it the "integration ban":
    http://www.fcc.gov/Daily_Releases/Daily_Business/2006/db1206/DOC-268839A1.pdf

    The press calls it the "integration ban":
    http://www.tvtechnology.com/dailynews/one.php?id=4363

    Pretty commonly used term ...
     
  15. routerman

    routerman New Member

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    Sep 15, 2006
    Austin, Texas
    I stand corrected...
     
  16. jsshattuck

    jsshattuck New Member

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    Mar 19, 2003
    Charlotte, NC
    Time Warner Charlotte, NC

    Got my S3 about a week ago, and TW came to install the cablecards today. While I didn't get any warm fuzzy feelings about the person that came to my house or the people he had on the phone (2 at a time), I must say all went fairly well.

    The technician arrived, looked at the TiVo and said "Where's the TV?" I gave him the instruction sheet that accompanied my S3, and he appeared to at least understand what needed to be done. We had a slight problem installing the second cablecard, tried 3 more when I suggested that we reinstall the first card under the impression that the people on the phone had left that card active. That worked, and I have both tuners working and have access to every channel I had with the Scientific Atlanta 8300HD without all the programming bugs. So far so good. I plan to keep the SA8300 for about a week, and will have a BIG party when that piece of trash gets returned. <VBG>
     
  17. AustinJB

    AustinJB New Member

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    Dec 19, 2006
    I'm just going to post the message I sent to TWC on this issue, as it pretty well lays out the whole experience. Short version: 1 subcontractor visit of 3.5 hours, ~9 hours on the phone w/ tech support, hours spent insisting that it wasn't a signal strength or defective CableCard or other hardware issue... and finally, resignation, followed by serendipity.

    CableGuyXXX is a hero.

    ---

    Gentlemen,

    After the extremely frustrating experience described in the initial e-mail to you (below) I have a positive experience to report. I received a call from a tech yesterday (12/16) --- and my problem is resolved. I'd spent nearly 9 hours total on the phone with your tech support personnel on Thursday attempting to convince them that the problem was a head-end / provisioning problem, that neither of my CableCards was correctly provisioned to receive my digital, HD, and premium programming. I was repeatedly told that this was everything from a defective TiVo to defective CableCards to signal problems on the line. Based on extensive online research, I was absolutely certain that none of those was the case; in frustration, however, at 1:30 in the morning on Friday, I relented and scheduled a service call to have a tech come out and check signal strength on my lines.

    I was correct; it was purely a provisioning problem. On Saturday afternoon I received a call from the (apparently only) person at TW-Austin who understands how to correctly provision a pair of CableCards to receive digital, HD, and premium programming. He had become aware of my issue, checked my account, determined that it was incorrectly set up, and fixed it. And indeed, everything works just fine now. I canceled my service tech appointment over your AVR system tonight.

    (I told you it wasn't a hardware problem!)

    This man that helped me out is a hero. You guys need to (a) give him a giant bonus and a promotion, and (b) figure out what it is that he knows so that you can appropriately train all the other guys there that, while well-intentioned, clearly have no idea what is going on. You're clearly wasting huge amounts of time and money on unnecessary truck rolls, wasting your customer's time, and creating SERIOUS consternation and ill-will among your customers by not being able to handle this sort of thing.

    Unfortunately, I'm not sure who the tech that fixed this was; I believe he mentioned that he hangs out in the TiVo Community Forums under the handle CableGuyXXX or something similar. But he's a hero; he single-handedly saved your company from losing me as a customer and also saved you tons of bad word-of-mouth that I was planning to post online everywhere I could. And I can hardly imagine I'm alone in my experience; every single TiVo customer that I've become aware of in Austin has had a similar experience, and many if not all of them have been resolved (often after multiple card replacements, truck rolls, even unnecessary TiVo box exchanges) by this individual.

    Kudos to the unknown heroic tech. Now, you guys get it together and learn something from him.

    Merry Christmas!
     
  18. Austin_Martin

    Austin_Martin New Member

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    Sep 12, 2006
    AustinJB,

    I hope you asked CableGuy if reporting this to Time Warner was okay. I know for my company, if I post anything on any message board on any forum relating to my work, I can be fired. That's why I didn't write a similar message to Time Warner Austin.
     
  19. AustinJB

    AustinJB New Member

    2
    0
    Dec 19, 2006
    Austin_Martin,

    Good point. In this case, CableGuy did in fact suggest that I drop a note to the forum; I hope this is what he had in mind. ;-) Really, any customer service group with any sense values guys like him highly... though it's not at all clear Time Warner's one of them. Let's hope so.
     
  20. pmiranda

    pmiranda Member

    670
    1
    Feb 12, 2003
    Austin, TX
    Has anyone tried tuning a switched channel on a TW box in the house to see if that allows an S3 to receive it?
    I just got a letter yesterday that the Sports Pak and the News 8 Now channels would become "two way" channels on TW-Austin Jan 16th. I only care about one of the channels, so if I could leave a cheap TW box tuned to it 24/7 that would be fine :)
     

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