1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Official Time Warner Cable Thread

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

  1. is2scooby

    is2scooby New Member

    12
    0
    Dec 26, 2002
    Honolulu, HI
    Oceanic Time Warner Cable Hawaii is out of cable cards at the moment also. The first gal I called at customer service/sales didn't even know what they were. Called back and got someone in the know.
     
  2. superbad2002

    superbad2002 New Member

    11
    0
    Aug 3, 2002
    Carlsbad, CA
    From here in Carlsbad, CA, I called the 800 number I got off their web site (it's national number, I believe, they have no local page for our area). They told me they were out of cards and would be for 2-3 months. I found this unbelievable.

    So I went to my local office (you can't call it) and they set me up for a next day install. I got very lucky. The guy knew what he was doing and finished within 15 minutes (and he was a sub-contractor). Everything worked first time without a hitch. I did notice many of the same screens described here for successful installs. Needless to say, I was shocked and pleased.

    He told me the office knows right away when someone asks for 2 cards it's a Tivo deal, and they send out the good guys. They've had too many 3-4 hour ordeals only to have to send someone else later. So at least one office seems to have learned.

    Now we'll see if it holds up. :)
     
  3. jcfed

    jcfed New Member

    10
    0
    Sep 30, 2005
    Charlotte, NC install..... Tivo arrived this past Thursday and I ran through the pre setup etc. Install of cards scheduled for yesterday. I requested 2 cards and someone that has done tivo installs before. Customer service didn't have anyone experienced with tivo units but promised to send out someone that is experienced with cable cards. I called back just to confirm the appt etc and remind them I needed 2 cards. So yesterday I see a truck roll up and a total of 3 techs come out. 2 contractors and a salaried TWC employee.... They walk in and I hand them the tivo instructions and point them at it. They have 4 cable cards with them which I take as a good sign....
    None of them have ever done a tivo install but they seem to be nice guys. I give them an extra copy of the cablecard installs for them to keep and sit back to watch the festivities.... They write down the card SNs and then pop BOTH of them in at the same time... I didn't say anything since I've read of success stories going this route.
    Cable card2 pops up first so they call in to configure it etc and get a tech. they go through the process and then get disconnected. Card is sitting at please wait firmware upgrade in progress.... We wait 30 minutes for this and no change.
    At this point I suggest that perhaps we should start over and do 1 card at a time... :)
    So we pop in card 1 call dispatch and get it setup. When we call in the tech on the line doesn't see the card SN on their side so they re enter it and the card pops up and starts taking hits. 2 minutes later all the channels are working....
    Cable card 2 goes in and Tivo info sits there and says "Card 2 not in normal operation" crap.... So we try the 3rd card they brought. same message. They call into dispatch and speak with the operator but no one knows what this message means. They confirmed SNs etc so that's not the problem. Tried the 4th card and same message.... At this point we're going on 1.5 hours... I'm hunting through the internet looking for solutions to this and can't really find anything concrete. We try rebooting the Tivo but that doesn't change anything.

    Most interesting is that with this 2nd card in the machine we can't watch anything at all using the first card. As soon as we remove the non functioning card2 everything pops up and works just fine. So the techs are confused and can't figure it out and are out of cards. So they leave me with 1 working card and the 1 dead one which I continue to mess around with. I called tech support and spoke with them and confirmed that the SNs are recorded correctly etc. So it just appears that I got dumb luck with crappy cards.

    The one guy reschedules with me for the next day to come back with more cards. so I'm sitting here working waiting for our next appt today between 8 and 12....

    If anyone has any extra suggestions on correcting this please let me know. I'm hoping it's as easy as the guy walking in this morning popping in a card that works and I'm up and running...
     
  4. jcfed

    jcfed New Member

    10
    0
    Sep 30, 2005
    UPDATE: Same techs as yesterday showed up with 4 more cards. Put the first one in and it recognized the card. Called into TW and actually ended up getting the woman that did the cable card installs for all of panther's stadium. Took her a total of 5 minutes to set everything straight and I'm going through guided setup with 2 working cards now.
     
  5. BruceShultes

    BruceShultes New Member

    406
    0
    Oct 2, 2006
    Albany, NY
    In case you want to call your local TW and give them a suggestion for future installs, this is how we got mine to work after getting stuck on "please wait firmware update in progress".

    We removed both cards and noticed that the manufacture date listed on the one that hung on the firmware update was older that the one that worked.

    We then re-inserted the working card and replaced the other with a card that had the same manufacture date as the working one.

    At that point everything started to work correctly on both cards.

    It appears that some head-ends have problems performing the firmware update or there was a batch of cards that has problems receiving it. I suspect it is a problem with the head-end, since I believe the cable cards are essentially just flash memory.
     
  6. jcfed

    jcfed New Member

    10
    0
    Sep 30, 2005
    Further update. Interestingly enough the 2nd card receives EMMs and all that good stuff but the powerkey section states that it isn't getting any EMMs. Didn't seem to impact the install and I get all the channels so I'm not complaining.
     
  7. Fofer

    Fofer XenForo Rocks! TCF Club

    82,087
    286
    Oct 29, 2000
    After many months of waiting, I finally got the S3, and the 60" Samsung DLP is on the way. :up: In the meantime I signed up for $199 lifetime TiVo Service. Then I tried to get the final piece of the puzzle: Cable Cards from Time Warner - Los Angeles (formerly Comcast.)

    Okay, Time Warner says the Cable Cards are out of stock. :( In the meantime they tried to sell me on their dual-tuner DVR, but hey... those are out of stock too. :rolleyes:

    I went down to the local office (based on superbad2002's advice above) but the CSR confirmed that the Cable Cards are out of stock... the only way to get them when they are in stock, would be via appointment. Just keep calling them, I guess?

    Okay... so now I have to wait until they get Cable Cards in. The CSR's had no idea how long it would be, guessing "maybe two months?" This seems a bit crazy.

    Oh well, something to look forward to. In the meantime I'll set it up with an OTA antenna. I'm a bit bewildered by this unexpected twist.
     
  8. Kablemodem

    Kablemodem Get the ketchup.

    19,273
    3
    May 26, 2001
    Sherman...
    Fofer, I am also getting the DVR and they didn't say anything about that being out of stock either. By the way, they are charging me $1.75 for the first card and around $5 for the second card.
     
  9. Fofer

    Fofer XenForo Rocks! TCF Club

    82,087
    286
    Oct 29, 2000
    Different policies, lineups, prices (and equipment/inventory, I imagine) for each TW office.

    I was told, as far as set top box choices go: there's a digital box, a single tuner HD DVR, and a dual tuner HD DVR. At the office all they had was the digital box, the lady was pushing one on me. Said they don't hand out the DVR's, those only come from installers. I left empty-handed.

    The scheduled installer apparently will be bringing the single tuner DVR (no dual-tuners in stock, either.)

    Of course, I want none of those, and just want two Cable Cards for my S3. When those Cards come in, I'm told the first one is free and the second is $6 or $7.

    -shrug-
     
  10. Kablemodem

    Kablemodem Get the ketchup.

    19,273
    3
    May 26, 2001
    Sherman...
    She didn't say there were two versions of the HD DVR, but I don't really care as I'll still be using DirecTV until I get a second HDTV and S3 for my living room. I'll eventually move the cable DVR to a second bedroom.
     
  11. pilott

    pilott New Member

    15
    0
    Jan 17, 2004
    San Jose
    Thanks to cableguy spending 15 minutes on the phone with me (after the 4th visit of people trying to figure out my problem) I now seem to be up and running. It turns out that none of the techs bothered verifying all the ids for both cards, and sure enough, the card that wasn't working had an incorrect number in their system and (for some reason) was missing 10 or so channels (that I watch).

    It was not:
    1. Old cablecard firmware/production run.
    2. Bad slot one on my TiVo.

    I am pretty happy now, no more empty recordings (which would make my tivo hang for 30 seconds or so if I tried to watch while it was still recording).

    Now I just need to cross my fingers that they wont break any of the channels I care about with SDV.
     
  12. hdabe

    hdabe New Member

    2
    0
    Jan 22, 2007
    You never get the same answer twice when you speak with TWC CSR's. Three days I called TWC and asked about getting a Cable Card for a TIVO. The CSR told me they don't provide cable cards. I pressed him and asked him what if I was asking for a Cable Card compatible TV and not a TIVO, would he then have a Cable Card I could use? He said, no. TWC stopped providing Cable Cards. Hmmm.

    I called back today and was told that they do provide cable cards, that the first one's free and the second one's $6.95/month, the technician could provide both in one trip, the visit is 16.95 (or something around that price, don't remember the exact amount). He also emphasized that they could not provide help or any troubleshooting if something were to go wrong since they don't have experience knowledge of TIVO's. The guy kept using the word liability but I think he just was trying to sound official.

    Anyhow, the only thing that worries me, and this may sound somewhat paranoid, is the possibilty that TWC might do something to screw everyone who's got a S3. I imagine some engineer somewhere being instructed to send out some signal that screws up non-TWC receivers.
     
  13. Fofer

    Fofer XenForo Rocks! TCF Club

    82,087
    286
    Oct 29, 2000
    I've called Time Warner twice now, and even went down to my TW local office. They claim that they while they are, in fact, offered... Time Warner Los Angeles is currently plum out of stock of Cable Cards, and that it might be a two month wait for them to get any more.

    I just need to keep calling, waiting, and when they come in, make an appointment and a tech will deliver them.

    :confused:

    This seems... wrong. Folks will be buying S3 TiVos, only to discover after the fact, that their Cable Company will delay their enjoyment, for a very long time. Maybe even indefinitely?

    So my new Series 3 TiVo sits and waits, recording OTA only.
     
  14. meatpuppetfactor

    meatpuppetfactor New Member

    5
    0
    Dec 28, 2006
    After much deliberation, I finally ordered an S3 from costco online today. For obvious reasons, I was hoping to log onto this forum and read that Time Warner's supply of cable cards was going to get better, not worse!

    My Time Warner backstory thus far:

    - In early December I purchased an HD TV so figured it was time to update to some HD cable TV. Not being able to yet afford the Series 3, I stupidly requested a DVR from Time Warner. Big Mistake.

    - On the 15th December, the guys come out to install the Time Warner DVR. First impressions: "Eh, what is this that outdated hunk of plastic crap you're carrying with you?" - "Ah, I see, that's my new DVR is it?". The Moxi DVR. I knew I made a mistake there and then, before they'd even plugged it in.

    - So they plug it in and it sounds like an electrical generator warming up in my living room. But hey, let's see how this thing works, right?

    - They can't get it working. The TV guide doesn't work. The on demand services don't work. What's more, Time Warner's people with Time Warner equipment can't get it to work. They inform me that they have no more DVRs in their van, I'll have to ring Time Warner to get another appointment scheduled.

    - Great. So I'm left with a DVR that doesn't work. I can't even tell what station I'm watching unless I refer to a print-out. Obviously due to the lack of information, the DVR can't record anything. Sure, you can pause - you can rewind - but that's about the extent of it.

    - What's more, had this box proved functional, they sent out a model that didn't have HDMI. Oh sure, they have models with HDMI out. But you have to specifically request that. Otherwise you get handed the second hand unit that looks like its been through a war or two.

    - I rang Time Warner 3 times. Reported the issue. They'll pass on my information to the appropriate department and have them call me back within 24 hours. Nobody called me back. Not once. Nobody helped me schedule another appointment. Nothing. I've been too busy with my job to schedule another half day off work, so i've just let it lie for the past 3 weeks.

    I plan on visiting the local office this afternoon as I can't deal with another series of phonecalls that go nowhere, but rest assured, I will be putting up one hell of a fight to get 2 cable cards installed into my series 3. I won't be taking no for an answer.

    A warning to all - never opt for a Time Warner MOXI DVR. It's impossible to go from a TIVO to this. Really. It's junk. I realize that it's unfair to judge due to Time Warner's inability to make it work, but from what I've experienced thus far, I'm not impressed with either company.

    Note to Moxi: You'd probably have a better name for yourself in the DVR department if Time Warner actually serviced newer units to customers, rather than damaged second hand goods.

    I'll let you know how I get on...
     
  15. meatpuppetfactor

    meatpuppetfactor New Member

    5
    0
    Dec 28, 2006
    well, I've just returned from the local Time Warner office here in Los Angeles. On explaining my previous post's problems to the lady behind the counter, she cancelled last month's fee on the Moxi DVR.

    I now have an appointment scheduled for Feb 5th for their guy to come out, take away the Moxi and install 2 x Cable Cards in my Series 3. It's worth noting that just because this appointment has been made, it does not mean that they have cable cards in stock... she didn't look like she'd have known one way or the other so I figured, why ask? The appointment has been made.

    The only reason I opted for Feb 5th as an installation date is because I only just ordered the Series 3 from costco today - with a 7-10 day delivery estimate, I wanted to be safe!

    More to follow come Feb 5th. Will they have 2 x Cable Cards when they arrive? Will they know how to install them? Will they be able to get everything working? I'll let you know. One thing's for certain, the Moxi DVR will be gone - and so will the noise it generates.
     
  16. cableguy763

    cableguy763 New Member

    525
    0
    Oct 29, 2006
    Austin
    Today when I got into the office my boss had a shiny new S3 waiting for me in our headend. I waited for the installer-which was me-to get it all hooked up so I could install the cable cards. I inserted the cable card into slot 1, got the host and cable card ID and entered it into the DNCS. Less than two minutes later I was getting all of my channels. Then, the blue screen popped up saying firmware update in progress. The update took ten minutes. I then popped card two in the slot and then entered all of its information into the DNCS. Two minutes later all of my channels appeared. Then, just like the first card it had to do a firmware update. This one took about 15 minutes to do the upgrade. I now have a perfectly operating S3, and I could not have been happier with the installer. Let's give this thing the pepsi challenge with the 8300HD I have sitting next to it.
     
  17. cramer

    cramer New Member

    430
    0
    Aug 14, 2000
    Raleigh,...
    But if TW were to hand out new boxes, they have to buy a bunch of new ones instead of pushing the **** that's already been paid for 19 times.
     
  18. Teeps

    Teeps Active Member

    1,664
    4
    Aug 16, 2001
    Torrance,Cal...

    Just so you know; your new S-3 will be delivered in the retail box with a shipping label affixed. My wife said she had to sign for the box; so make sure someone is home to receive the package!
     
  19. meatpuppetfactor

    meatpuppetfactor New Member

    5
    0
    Dec 28, 2006
    thanks for that! i'm getting it delivered to my office, so someone will be on hand to sign for it... i'm just nervous about getting it up and running. if you spend any time reading these forums, you become gripped by fear...

    ...but it's the same for everything. people who have a good experience have little need to seek out internet forums, let alone post on them.
     
  20. Teeps

    Teeps Active Member

    1,664
    4
    Aug 16, 2001
    Torrance,Cal...

    For what it's worth I had mine, out of the box, up and running in less than 30 minutes. Including setting up the wireless connection and contacting TiVo for programming data.
    Have yet to look at the instructions, for anything more than setting up the remote.

    Waiting for cable cards on the 25th for final setup.
     

Share This Page