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Official Time Warner Cable Thread

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

  1. alyssa

    alyssa Active Member

    1,641
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    Dec 7, 2003
    The...
    I've just spent the past week dealing with cable card issues. Apparently tw switched the head end from New York State to Portland ME last Monday. This required a firmware update & a re initialization of the cards.
    Thankfully the techs came with cable cards, unlike the last 4 times when they didn't arrive with cards. They finally got the CC's working but i still can not get a few channels.
    I know this doesn't help you all on the left coast but I feel your pain.
     
  2. abredt

    abredt West Valley TW L.A.

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    Nov 4, 2004
    Hi Steve - both cable cards are now working. I wonder what the problem was???

    I too get no program info for 404

    Next time instead of posting, I should email you first. :)

    CB
     
  3. sdurgin

    sdurgin Mac user

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    Jun 6, 2004
    LA West Valley
    Called Tivo this am re: 404. I was not the first caller. They have to work it out with TW. Tivo guy in Alabama said probably should be resolved in 2 or 3 days. If not, I'll call back then!
     
  4. feeferwilly

    feeferwilly New Member

    4
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    Jul 18, 2005
    Hi there.

    I have TWC with the HD cable box. I am thinking of buying a TIVO S3. Is there a way to use the cablebox with the TIVO S3, instead of the cablecards? I like the ON DEMAND features with the cable box.

    Thanks,
    Steve
     
  5. Arcady

    Arcady Stargate Fan

    3,960
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    Oct 14, 2004
    Philadelphia...
    No. The S3 IS the cable box.
     
  6. minckster

    minckster New Member

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    Aug 31, 2006
    Manhattan NYC
    You can have both cableCARDs and a cable box. Split the cable, one end to the HD cable box and the other to the S3. Having both is also the cheaper solution with TWC-NYC, because their "double-play" discounts apply only to packages with cable boxes. :mad:
     
  7. abredt

    abredt West Valley TW L.A.

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    Nov 4, 2004
    Make sure the cable coming in is split and goes into both. One TW tech came to install the cable cards and wanted to feed from the cable box into the TiVo.

    TW techs will often give you a signal booster free. They will also test the incoming line.

    CB
     
  8. sdurgin

    sdurgin Mac user

    28
    0
    Jun 6, 2004
    LA West Valley
    TW West Valley Los Angeles missing channel 404 data resolved as of Tuesday evening.
     
  9. sdurgin

    sdurgin Mac user

    28
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    Jun 6, 2004
    LA West Valley
    The 1st thing they SHOULD do before installing cards is test signal strength. The SECOND pair of TW techs to visit me did so, replaced a couple of old corroded splitters outside and installed a line amp inside.
     
  10. SonicRanger001

    SonicRanger001 New Member

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    Nov 4, 2005

    So if I switch to the S3 after dumping my dish I should get the HD Cable box and then after I get all the "kinks" worked out with that hookup my S3 in-line with the existing HD box and have them come back out and install 2 CC's.

    Which also in a way makes sense because then you'd at least have HD tv programming to watch, albeit w/o TiVo while the TWC pukes work out all of my problems with my CC's...

    Sounds like a winner to me!!!
     
  11. SonicRanger001

    SonicRanger001 New Member

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    Nov 4, 2005
    Oh I forgot to ask, does anyone know what TWC's requirements are for existing cable?

    I have rewired my house recently and ran all new RG6Quad throughout, I have all these runs terminating into a multi-media panel in the basement. My plan was to run a piece of RG6Quad from my multi-switch in the basement out the side of my house and leave it dangling there. I then plan on cutting the existing line at the street so the guy has to install a brand-new line from the street to the house and tie into my new line. Do you think I'm going to cause problems doing this? I am aware the supposedly the line from the street to the house is the property of the cable/phone/power company BUT I can always just say thats how I found it when I bought the house last year!!!
     
  12. Fofer

    Fofer XenForo Rocks!

    83,777
    725
    Oct 29, 2000
    TWC (formerly Comcast) in my area has recently added: MTV-HD, ESPN2-HD and Fox Reality, three channels I'm really enjoying!
     
  13. carolinaherps

    carolinaherps New Member

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    Dec 20, 2006
    I STRONGLY suggest that if you are going to try the S3, you get it and the cable cards working FIRST before dumping your dish.

    Take it from someone who's been without their S3 for a month now because TW can't figure out how to activate the cable cards...
     
  14. natepence

    natepence New Member

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    Sep 1, 2005

    Just wanted to give an update - my 6th tech came out this morning, and didn't really know what he was doing but it seems that the dispatch he called in Van Nuys really did. I'm not sure if it was Michelle, the woman that Sergio calls, but she got everything working in 15 minutes! I will post that number to the dispatch center as soon as I can - he used my home phone to call and I hav the paper on which he wrote the number. Maybe we'll be able to call and speak to techs ourselves and bypass the techs, who usually just read off the data and host numbers, and that's about it.

    EDIT:
    Here is the number to the Van Nuys dispatch center, who seem to be able to help out way better than the dispatchers the techs normally call: 1-800-455-0073, then select option 2.
     
  15. Babasyzygy

    Babasyzygy New Member

    5
    0
    Nov 21, 2005
    57 pages to read through? Argh. In the mean time...

    I have Time Warner in Austin, and a couple of S3 TiVos with CableCARDs.

    Mostly they're working fine, except I can't receive A&E HD, and the Pacific premium channels feed. I called Time Warner, and they told me that they don't provide those channels on CableCARDs.

    Is this legal? Will it be legal come July 1st? Should I complain to the FCC? I'm already complaining to Time Warner, for all they care.

    Thanks...
     
  16. Cainebj

    Cainebj Well-Known Member

    3,943
    41
    Nov 10, 2006
    New York
    Is anyone else NOT getting A&E in NYC on channel 16?

    It's not broadcasting on either of my cable cards and when I check the signal strength it says it's at 100%
     
  17. T-Shee

    T-Shee Member

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    0
    Sep 22, 2006

    Ditto. Not getting A&E on ch. 16 in NYC via cable cards, but it is working on my old cable box that I still have in the bedroom.

    Looks like a channel list error being sent to the Cable Cards. A&E isn't a premium station AFAIK.
     
  18. Cainebj

    Cainebj Well-Known Member

    3,943
    41
    Nov 10, 2006
    New York
    Thanks T-Shee - I was wondering if it was just me ;)

    I don't watch A&E all that often, but I was attempting to record the first season of 24 which they just started re-airing and it wasn't happening. Oh well, guess I go to the DVD.
     
  19. bradbarrish

    bradbarrish New Member

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    0
    May 26, 2007
    Here's the story of how things went for me and my brand new S3. As soon as I got the S3, I made a service appointment for the following Saturday morning between 9am and 12pm. The technician arrived at 12pm with no CableCARDs despite the fact that it clearly said the job included CableCARDs. The technician was also installing internet, so while he was finishing that up, he called his supervisor in the field letting him know that the warehouse didn't supply him with the CableCARDs. His supervisor agreed to come out to the house the same day between 1 and 3pm. He showed up with two cards, inserted them into the TiVo, told me it would take some time for them to be registered on the network and left.

    The next day I turned the TiVo on and was only receiving local channels. No CNN, no MTV and definitely no HBO, Showtime, etc. I called Time Warner customer service and they clearly didn't understand that I was using TiVo and not my TV for the cards. They also didn't understand why I had two cards. I explained it all to them and they were clueless. They said that both cards were listed on my account, but after trying various signal refreshes, she could not get the cards to work and ended up saying there was a problem with the TiVo. So I got off the phone with TW and called TiVo. TiVo went through the CableCARD screens and figured out that while the cards might be listed on my account, they clearly were not initialized properly and were therefore not paired. The TiVo support guy was very nice, though the entire process with him on the phone took upwards of an hour to get to the point where TiVo was saying that it was TW's fault. TW said it's TiVo's fault and TiVo said it was TW fault. Needless to say, I was frustrated beyond belief. I asked the TiVo guy what questions or information I should ask for from TW, so that I might get someone to help me better. He offered to call TW with me on the phone and help, so we called them up and started again.

    The rep at TW was nice, but clearly didn't know anything about CableCARD technology. From her perspective, everything was fine and there was no reason why it wouldn't be working. She put us on hold for a long time, though she did come back every so often to tell us she was still trying to get through to someone that knew a little more about CableCARD. She knew she wasn't going to be able to help. We did have to push a little for her to ask someone else. Finally she had a supervisor come on that knew a little more about CableCARDs. She sent some refresh signals. The TiVo guy said they needed to send a "hard hit" to the cards and she didn't understand that. We went through a bunch of other options, spent a lot of time on hold and finally, almost 4 hours later (!!!!), she set me up with another technician to come out the following Saturday. As you can imagine, I was so beyond frustrated at this point that I wanted to smash the TiVo. So, just to tally up how much of my time it has taken to get to this point:

    4 Hours (for technician who showed up without the cards)
    3 Hours (for supervisor to come out and install the cards)
    4 Hours (on the phone with TW and TiVo customer support)
    TOTAL: 11 hours and the CableCARDs still aren't working

    The following Saturday, the technician showed up at 9am sharp. He had 1 CableCARD. I shot him a look and he could tell I was immediately pissed. I told him the whole story and he told me to calm down and assured me he wouldn't leave until it was solved. He had more cards in his truck. He went out to his truck and grabbed 5 more cards. So he had a total of 6 cards in my house. I removed the existing cards for my TiVo and placed the first replacement card in the bottom slot. I tested the channels and had the same problem as before. Only local channels would work. Card #2 did the same thing. Card #3 did the same thing. We tried card #4 and it worked fine after taking a few minutes to pair with the network. Great, we have 1 card out of 6 that works. Now, it shoudl be said that switching out cards on the TiVo isn't easy because it asks you to go through the Guided Setup after you switch the cards, which takes a long time. I did that once and then we just figured out it was much easier to test the cards in the TV, since it had a CableCARD slot. We went through the remaining cards and none of them worked. 1 out of 10 cards were defective as far as the technician was concerned. He said he would run back to the warehouse and grab some more cards and would be back in 15 minutes, which he was.

    We inserted one of the new ones into the TV and it didn't work. We tried the next, which also didn't work and finally the third, which didn't work. This wasn't making any sense. He tried calling their IS (engineers) department and no one answered. All morning he wasn't able to get anyone on the phone. He knew that he needed to get these guys on the phone in order to figure this out. He finally got someone on and they couldn't do anything for him because the cards weren't listed on my account. So he then had to call customer service and get them added to the account. He called the IS department back on the phone and went through them to see if they could reset the card from there. He listed all the numbers they were asking for over and over, but something wasn't matching up. It was finally determined that a bar code didn't match the number of the actual card so when the card was brought into inventory and scanned, it didn't match what the card actually was. In other words, the bar code didn't match the code that was hard coded into the card. There was no way to correct this. And we couldn't simply swap it out with another card. IS doesn't have the ability to add equipment to an account, so we had to call customer service back, have them remove the old card and put another one in. Once we did that, we called IS back and after reading them all the numbers to activate it, it worked. So out of 10 cards, we had 2 cards that worked. Everyone was pretty excited. The total amount of time spent on this was 4 hours, bringing the grand total to 15 hours to get 2 working CableCARDs in my TiVo, never mind the amount of time it took to run Guided Setup several times (about 30 minutes each time).

    You can be sure I will be writing a letter to Time Warner about my experience, which could not have been more frustrating. I work 70+ hours per week and having to deal with this could not have been more unpleasant. Unless you have the time and patience to deal with hurdles like this, I would not recommend getting an S3 in Los Angeles. Maybe other people have had better experiences, but chances are you haven't. It was made very clear that CableCARD technology is so new that there aren't many people that know what to do, which is really unfortunate. It's worth mentioning that the tech that came out the second time was a rock star. He went above and beyond to make sure the job was done right. He took pride in what he was doing and was extremely thorough. his name was Aric and his technician number was 6509. He should be training everyone, even the supervisors.

    I know this was long, but if it ends up helping people, then it was worth it. If you have questions, please feel free to contact me directly.
     
  20. sfhub

    sfhub Well-Known Member

    1,657
    83
    Jan 6, 2007
    I'm sorry to hear you had to go through so much trouble to get things working.

    It's been a while since I had my 4 CableCARDs installed, but I could have sworn I was able to test the reception of channels using the CableCARD test menus without needing to do the guided setup. The guided setup (as I recall) was only needed for final setup so the S3 could record stuff correctly. Still you would have had multiple visits and countless time on the phone, but possibly it could save some time if you need to do it again.
     

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