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Official Time Warner Cable Thread

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

  1. davinwv

    davinwv New Member

    17
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    Dec 15, 2004
    What is his exact member name? There are several "cable guy" derivatives in the member list. I may need to contact him as I will be having a cablecard install in Clarksburg, WV, and our techs are clueless. Hopefully if something goes wrong, he can access my account and fix it.
     
  2. Daisey31

    Daisey31 New Member

    4
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    Nov 20, 2006
    Well, we had the cable guy out and proceeded with installation. It was touch and go for awhile. It took 3.5 hours. Ya wanna know why? He plugged the old cable box into the back of the tivo instead of the cable cord. Lord grant me patience. The good news is that other than that 'small' glitch, it was pretty painless.
    I am in SoCal, if that helps anyone.
     
  3. BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    TW, Albany is really screwing things up on their end.

    They added some additional Channels to their HD package this month. I was able to receive all of them with both tuners last week. Then the next day I couldn't receive any of them.

    When I woke up around 2:00 AM last night, I decided to try to call them and report the missing channels.

    As I was dialing the support number, they started to come in again, but were still not stable. Hopefully they will get the stabilized within a few days.
     
  4. Fazendeiro

    Fazendeiro Fazendeiro

    1
    0
    Dec 23, 2006
    Houston TX
    In Houston cable cards are Tivo owner installed so last Tuesday (Dec 19th) I "rented", @ one of their storefront offices, 4 cablecards from TimeWarner in anticipation of setting up the 2 new S3s we purchased for our 3 mth new house and an even newer HD TV. We had previously (and still are) using the junky DVRs supplied by TimeWarner. Having been early TiVo subscribers we were eager to get back to TiVo. That evening while I was out spouse discovered neither of the TW DVRs were working. Tech support could not figure out why over the phone so a service call was made the next day. Cable guy consulted w/ "office" re coding and signal strength and finally installed 2 new DVRs. That evening we were able to watchTV but had , of course, lost all previusly recorded programs. On Thursday we visited family in Austin and heard their tales of woe re cable card installation and the news that most of their programming will be switched to 2 way communication so that they must once again use a set box converter. Today (Dec 23rd) we returned and found that again neither DVR is working! Over an hour on the phone provided no olution although the Level 2 tech said all coding was OK. A tech is scheduled to visit on Dec 26th. I cannot find it coincidental that this has occured since the acquisition of the cable cards. How glad I am that I have not had time to install my new S3s so that they can not be held accountable for the screwup. Has anyone else run into this. I really think Time Warner is setting themselves up for a class action suit and is definitely due some antitrust litigation.
     
  5. dpratt

    dpratt New Member

    23
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    Dec 19, 2006
    Austin, TX
    I got the letter from Time Warner Austin the other day detailing their plans to move a few channels to SDV as a 'test' - i.e. move some channels only watched by a few people and see if the peasants revolt. Well, since one of those channels is Speed Channel, and I'm a Formula 1 nut, this will not stand. On top of that, they just added a couple new HD channels (MTV and A&E) using SDV, despite the fact that I'd been told by several CSAs that they wouldn't be doing this.

    That was the last straw - I just got off the phone with Grande, and they're coming out Thursday to install their cablecards in my Series 3, and put a (hopefully non-crappy) HD DVR in the bedroom. We'll see how it goes - I'll be a guinea pig for all the other Austin folks. If this works, I can imagine a bunch of Austin HD people leaving TWC - perhaps then they'll begin to take notice and realize that abusing your customers is not a good way to do business.
     
  6. astrohip

    astrohip Well-Known Member TCF Club

    10,063
    40
    Jan 6, 2003
    Houston &...
    I am also in Houston. And was also pleasantly surprised when I found out I could simply drop in to the local TW store and pickup my cable cards. When I got home afterwards, just like you, my TW DVR (AKA TWiVo) was dead (this was a couple months ago). I needed to call the special phone # they give you to activate the CCs, and when I did, I also mentioned the dead DVR.

    [aside] I've noticed the CSRs who answer the special CC phone # are *much* more knowledgeable than the usual reps. [/aside]

    IAC, after a little fiddling around in their system, this CSR said, "Oh, the person who gave you the CCs turned off your DVR." WHAT?!? I asked why, since I didn't turn it in (I kept the SA8300HD, and intend to for some time). Of course, this person couldn't answer that, but proceeded to re-activate it. Within a minute or so, it was back. So perhaps your CSR did the same to you?

    To finish this tale... I had no problems setting up the CCs, but did have trouble getting HD on both tuners. Turned out one CC was defective. Took me a couple days to figure that out, as you could always use the other tuner to get around it, so it wasn't easy to diagnose. Went back to the TW storefront, swapped it out (no questions asked), and my S3 has worked perfect since. I do get a multiple reboot when it reboots, but after 2-3 reboots, it stabilizes. So no biggie.

    I have never been asked by TW at any point anything about the CCs. They gave me two, and never asked why, or what they were going in. Swapped one out, no questions. So at least they have that aspect of customer service down pat! :up:
     
  7. satank

    satank New Member

    1
    0
    Dec 12, 2006
    FYI: Was missing some HDTV channels (i.e. HBOHD, TNTHD, etc...) on 1 of the CableCards. Called and asked for Tech Support to remarry the HostID to the CableCard ID's, and all is working fine now.
     
  8. alyssa

    alyssa Active Member

    1,638
    0
    Dec 7, 2003
    The...
    I'll be looking over the pages of this thread ove the next day or two but the main question I have is;

    What information can I have on hand for the cable card installer? I do not think he'll have seen a tivo install befor so want to have as much information as possable at hand to make the process go smooth. The tivo will be set up & ready to go, obviously.

    Jvc 52 HD DLP, S3 tivo
    thanks!
     
  9. kkhan

    kkhan New Member

    1
    0
    Dec 27, 2006
    Had to go through 3 people at tech support on 12/20 (and a supervisor) who all claimed there was no CC support for anything but a TV and they couldn't install one in a Tivo. After insisting on escalating through their supervisors, I finally got someone who said they did support CCs on Tivo and scheduled an appointment for a week away to install them -- 12/27. Time came, but no Time Warner (after a morning at home). Called and they had no record of a work order. The soonest they could schedule an appointment was another week. We'll see. The paranoid part me says this was passive aggressive bs.

    I should have confirmed the appointment. You should to, they don't like these CCs. Get the work order number and the name of the rep, and keep confirming.

    :mad:
     
  10. aclark

    aclark New Member

    2
    0
    Nov 20, 2002
    I got a new Tivo S3 for Christmas so I called TWC and got a next day install. I explained it was for a Tivo S3 and needed two cable cards. The installer came precisely on time, very nice guy, but said the cable cards were being discontinued, never worked anyway, etc. He came in and looked at the setup, called his supervisor who told him TWC didn't touch Tivos!! He left and I was doing an online search for other cable providers when he called me back and said another supervisor told him to install the cards anyway!

    Long story short, I guided him through the installation, pulling up the Tivo screens as he got my cards set up with TWC and it worked instantly.

    This is absolutely crazy and I fault both Tivo and TWC for not communicating better about this issue, but mostly Tivo for not building in an alternate path: satellite, cable box controller, etc. If cable cards are disappearing is there built in obsolesence in these Tivo S3's?

    Oh well, it's working so I'll enjoy it while it lasts.
     
  11. CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,647
    1
    Feb 28, 2001
    North...
    After all you went through, why do you possibly believe the cable company when they say the cable cards are being discontinued???? (They are legally required to offer them; they just don't want to.)
     
  12. matthewwhite

    matthewwhite New Member

    250
    0
    Dec 27, 2003
    Cincinnati, OH
    I got a series 3 for Christmas and scheduled my cable card install for today.

    a sub contractor came to the house around 1pm and asked what work I needed to have completed today.

    I told him it was a cablecard install and he informed me that TW doesn't let them do installs and that he'd have to call dispatch to send someone from TW out.

    I got a call an hour later that they we're sorry for the mixup and that they would try again tomorrow with the cable card install and that I just needed to be home again between 12pm to 5pm. I told them that they were asking me to waste another day waiting and asked for the install fee to be waived which she agreed to.

    I explained again that I needed 2 cable cards and she said she understood. I asked if there was anyway she could narrow down the time since they made a mistake today. (like make mine the 1st run so I could do it during lunch or make mine the last run so I could just come home early.) She said there was no way for them to do that.

    we'll see how it goes thursday.
     
  13. dshick

    dshick New Member

    1
    0
    Dec 27, 2006
    Here's reason for optimism.

    Got a new Series 3 for Christmas. Called TW on Christmas Day. Talked to a woman who scheduled an appointment for 12/27.

    Tech showed up on time today. Unfortunately, the office only gave him 1 card to install. Had to run back to office. Back an hour later...installed both cards.

    I asked him to stick around while I restarted to make sure all channels would show up.

    Yup....everything worked.

    Hope you have the same kind of good luck I had today.
     
  14. bravo2080

    bravo2080 New Member

    1
    0
    Jun 21, 2002
    I now have the S3 and overall, I love it. However, I can't say the same for the support from TW (Brighthouse). The problem I am having is that I am losing digital and HD channels. I explained to the tech that the second card is not showing any activity and he told me that if I am getting the channels not to worry about it. He rebooted the TIVO and some of the channels that I didn't have were magically back. Now they have magically disappeared.
    He said that it must be a problem with TIVO and that TIVO needs a software update. He also said that the S3 is totally new for TW and he was unfamiliar with it.
    Does anyone have any suggestions other than calling the tech out to the house for the 3rd time?
    Thanks
     
  15. legendarybc

    legendarybc SDV is FUBAR'ed

    50
    0
    Dec 17, 2006
    North Canton OH
    I had an enlightening experience with TW NE Ohio - Canton. They brought 2 cards for the initial install. First one was bad-- no host found and the TiVo reported the card was "not in normal mode." The 2nd one they tried was successfully paired to the TiVo, but was not receiving any "EMM's" from the office. The tech asked the "warehouse" if it was possible to take my existing CC (that I was turning in and worked perfectly in my Sony 34" HD tube) and re-pair it to the TiVo. They said it was possible and we tried it and it worked. They scheduled to come back the next day to finish, and I was able to tune all of my HD off of one tuner. The next day they brought more cards. When he plugged a new card in on slot 1, the working card on slot 2 reported it was going through a firmware upgrade. After a few minutes of that, both cards came up and he was able to pair the new card. The tech said he likes doing the TiVo S3's and hasn't run into a bad unit yet. My only complaint is that both cards don't allow sound on channel 103 (Speed Channel). He said it was a known CC problem, and not a TiVo problem. But when the card was in my Sony, I had sound on everything. Oh well!
     
  16. stile

    stile New Member

    6
    0
    Dec 28, 2006
    Los Angeles (Los Feliz) California

    Just called to make an appointment for 2 cable cards.
    $30 install fee
    $1.75/m for the first card.
    $4.15/m for the second card.

    Has anyone got the install fee waived?
    Has anyone got the same price for both cards?

    Sorry I haven't read each post in this long thread.

    thanks,
    stile
     
  17. kd_cooke

    kd_cooke New Member

    51
    0
    Jan 7, 2003
    Central New...
    Anyone here have an experience to share regarding TWC CNY (Syracuse, NY Region)? Good or Bad? My S3 is on the way and I have a tech scheduled for next Friday to install two Cable Cards....
     
  18. alyssa

    alyssa Active Member

    1,638
    0
    Dec 7, 2003
    The...
    My install is schedualed for Sat. I got my S3 yesterday.

    I set up the S3 with guided set up for non-hd to insure the system worked-
    Also the S3 came with clear instructions & a list to give to the cable installer. It seems as tho the only thing the cable guy needs to do is the cable card install-- I'm doughtfull but in hope that sunday night I'll be watchin HD.
     
  19. robreams

    robreams New Member

    23
    0
    Feb 17, 2003
    **DISCLAIMER: I am not a TW employee, & I spent several years on DirecTV because I couldn't stand cable companies**

    I picked up my S3 about two weeks ago, & went by the local TW storefront to pick up a couple of cablecards. The CSR's were pleasant, & I was given 2 cablecards with no questions asked. I took them home, went through the setup process, & called the CC support # I had been given. After the (clueless) tier 1 rep transferred me to a tier 3 rep, we quickly went through the process of activating the two CC's. I was VERY pleasantly surprised at the tier 3 rep's professionalism & knowledge of the S3. It turned out I had one faulty CC, but that only required another trip to the storefront & a quick swap. One more phone call, & I was up & running.

    This whole process blew me away. After reading many of the posts here, I was expecting resistance from the cable company, & a technology nightmare to get everything working properly. My experience was the exact opposite. I really can't say enough good things about the entire process with TW. I even received TWO follow-up calls from TW to ensure that everything was working smoothly!

    It seems like customer service is a forgotten art these days. With so many complaints, I welcome the chance to give credit where credit is due. And believe me, I was very vocal in my appreciation to TW.

    So any TW customers in Houston-- jump in! The water's fine!
     
  20. jcunning1998

    jcunning1998 New Member

    24
    0
    Nov 28, 2006
    Charlotte, NC
    3rd time is the charm for me.

    Instead of a contractor, I got a fully qualified TW technician. Even he had never done a cablecard install before. Lucky for me I have plenty of experience and guided him through the process.

    Since he was an official tech, he first checked all of my lines into the house to make sure the signal was good. He discovered that there were about 32.7 transmission errors on the line, which I guess is almost above the trouble mark. It is somewhere around 33-34. He called the tech supervisor about this and they said it was within tolerance and to just work with it.

    We then went to the Tivo and pulled out the working 2nd card, to stay with the Tivo directions. We inserted another CC into the 1st slot and paird it up, and BINGO!, the EMM count finally went to about 33 and all channels came in.
    I inserted the 2nd card and after about 3 minutes that one was back up and running great also.

    So after 3 install visits, 2 tivos, and 6 cablcecards, everything is working as expected.

    This whole mess could have been avoided if the cablecards were screened before TW sends them out to the subcontractors. They have no idea if they are good or not and just install them and wait to see if they work or not.

    I do have to say that TW customer service never once mentioned that Tivo is not supported or that cablecards are not supported. I also did not have any problems pairing the cablecards to the tivo, or making sure the two cards were balanced. After all of this hopefully there are a couple more people in the Charlotte area that can install cablecards correctly and determine if it's bad or good.
     

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