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Official Time Warner Cable Thread

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

  1. littlelibo

    littlelibo New Member

    38
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    Jun 20, 2002
    The tech just left my house... Here's the weird thing. He installed 2 cards which had stickers on them that say "1 way"

    When we inserted the first one, the screen showed "multi-stream"

    He said that can't be right and installed the second one anyway.

    When they left, i got a message telling me to remove the second card as it won't be used...

    So... is there a way to tell what I have?
     
  2. mercurial

    mercurial Retro-Av

    17,166
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    Oct 17, 2002
    Caraleigh, NC
    I had two S3's setup here in Cary and got "lucky". It confused them enough installing 4 CCs in 2 devices that they only charged the installation fee once per box instead of per-card. (Though they'd said it was per-card originally.) Of course, it also took them 4-5 trips and many hours before they got it right too...
     
  3. littlelibo

    littlelibo New Member

    38
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    Jun 20, 2002
    I am checking the rest of my channels and I am not getting my ESPNHD, ESPN2HD or HBOHD channels...

    Also, my HDNET, MOJO, & UHD are coming in with no audio

    Any help?
     
  4. ChrisFix

    ChrisFix New Member

    96
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    Jul 31, 2007
    Chapel Hill, NC
    If the TiVo is reporting that card 1 is a multi-stream card, then that is what you have. You can't use a card in slot 2 with a multi in slot 1...nor would you want/need to. The multi-stream card will serve both tuners. Take out the card in slot 2 and tune to a channel on both tuners...it should work fine. Return the other card if you are paying per card, as you don't need it.
     
  5. toxicpenguin

    toxicpenguin New Member

    14
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    Mar 28, 2004
    Manhattan, NY
    Jbaum, I dont know if you can request a specific agent on the phone, but the one that helped me was extension 1170 .. I called around 8pm on a weekday to the Manhattan phone number. However, considering you have a NEW box, it means a new install unfortunately. So I am guessing they will come out to you anyways. However, REMEMBER ... if the install goes well, check your cable lineup for BOTH cards (pressing the watch live tv button repeatedly switches between cable cards). run thro channels for both cards. Thats the mistake I made, checked only one which is why i had to call back to activate the other.
     
  6. toxicpenguin

    toxicpenguin New Member

    14
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    Mar 28, 2004
    Manhattan, NY
    Randymac88 - You don't know how good this is to hear - I've yet to see a TWC Manhattan success story. I had my first tech appointment last tuesday (failed firmware updates - old cards), and they're coming tomorrow afternoon. I've called TWCNYC to beg them to bring the newest possible cards and (hopefully) perform the firmware updates before coming to my place.

    Check the cards before he installs them, I had to call 3 days in advance, leave a note on the order number to get new cards. Also, before the installer puts cards in, write down the cable card serial numbers ... should be 9 letters (eg PKdhdhZPL). Very useful to have once the installer leaves and you need to call in for a problem.

    A suggestion... keep your old cable box for a week atleast before you turn it in. Sometimes you may have a problem and will be frustrating to have no TV at all!! I still have my old setup hooked up, which I will disconnect next week when I am confident with the new setup
     
  7. ChrisFix

    ChrisFix New Member

    96
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    Jul 31, 2007
    Chapel Hill, NC
    I'm also in Chapel Hill, and have had the same conversation with TWC as you have. They are insisting on $42.95 per card...even though it isn't listed anywhere on their web site. They charge $18.95 to bring and install an STB...seems fair in some anti-competitive universe.

    I was originally told that I could get an M Card and had scheduled that install, which was canceled by the installation supervisor because "we don't have any M-Cards". I then rescheduled to have two cards installed...but decided to cancel that to see if the pixelation issues are fixed during my 30 day return period. If not, it's going back. I didn't want to waste $86 on TWC for something I might return.

    I'd been pretty happy with TWC but their CC policies just suck:
    - No M Cards
    - No Digital Simulcast
    - $42.95 Per Card to install with no option to self install (which I'd do in a heartbeat)
    - $5.50 Per Month to rent ($1.75 each + $1 each for premiums)

    Then there is the added bonus of:
    - No VoD
    - No SVD

    Between the cost to install CCs ($86), the TWC monthly ($5.50), cost of TiVo box ($299) & cost of TiVo service ($299) it has gotten very expensive per month, even over a 36 month period ($24.50 / Month).
     
  8. littlelibo

    littlelibo New Member

    38
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    Jun 20, 2002

    Still can't get these...help
     
  9. rateaustin

    rateaustin New Member

    3
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    Aug 3, 2007
    The Time Warner cablecard installation process can be summarized in one word: cluster****. The first problem is that Time Warner sends out contractors that have not been trained to install cablecards and have not been told that they will be installing cablecards. You might think from reading this forum that some kind of advanced skills are required to install cablecards and it's not possible to train every last installer. It is NOT TRUE. There is no need for an installer to come out at all other than to attempt to confuse the customer about cablecards. The installation process is easy. You plug in two cards and phone in 2 number sequences per card. The entire process should take at most 20 minutes or even less if you are lucky enough to get cablecards that do not require an automatic firmware update. The reason that you want an installer that is experienced with Tivo cablecard installs is that they know how to work around the obstacles put in place or not addressed by Time Warner. Unlike a pcmcia network card for your laptop, cablecards do not get pulled in and out of computers repeatedly. That is why I cannot understand how the cablecards that were used for my Tivo install were scratched and dented like a 5 year old pc card that was finally replaced by a new laptop with built in wireless. The installer told me that he was initially given a cablecard with a piece of cardboard taped around it to hold it together. No joke. Where is Time Warner getting these cards? Are they used to prop up broken tables at the Time Warner offices?

    My lessons learned:

    1. When the installer calls right before showing up, make sure you verify that he has 2 cablecards and has experience installing them in a Tivo.
    2. Write down the cablecard and host (tivo) id numbers found in the tivo cablecard host/device screen. The installer will read these back to the main office to activate the cards.
    3. If you are not getting expected channels, make sure the installer contacts the "DNS" office to make sure that the correct signals have been sent out to the cablecards. Even non-contract Time Warner installers do not have direct access to the DNS office, so don't be fooled by the the first few rounds of "try it now, we sent the signals".
     
  10. Glich

    Glich New Member

    30
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    Feb 18, 2002
    Just got the cards for my tvhd installed. Not perfect but it usable..

    1. Landlord had to call cable co a week ago (she pays the cable bill) and set up appt for today phone lady had no clue about cable cards and just said I am sure the installer will have the right stuff in the van.

    2. Cable guy calls 90 min before his his window to say hes ready if we are now (miracles do happen luckily I was home)

    3. I meet him and curb and great him and ask him if he has setup a Tivo HD and he said yes. (this turned out not to be true he had done a S3 before)

    4. I ask him if his as a M-card and he says yes and take it our of his pocket.

    5. I take him to tivo and he begins looking behind it for the slot. I give him the paper and show him there in the front.

    6. He put cards in and tivo says its a S card. At this point this breaks down to a 5 min conversion on s vs m and that there is a difference.

    7. he goes back to his tuck and gets another s-card. and the install seems to go from there.

    8. when he calls in to his office to activate cards he asks about m cards they tell him 2 weeks when the new boxes come out. (looks like i am making another apt in a few weeks)

    9. I tune in a HD chanel and the start recording and try to swap to a different HD and the unit goes black screen and says it needs to firmware update.


    10. cable guys leaves but give me his cell number if anything gos wrong.

    11. 40 min later i can tune and record 2 different channels (its a bit sliugist compared to my S1 but still better then the beyond TV box i have been living with since my S1 died)

    12. just did setup again and if the gods are nice i should be 100% soon..

    --
    update well i discovered only 1/2 my digital channels work right some of them are blank and some only work for 4-5 sec the the frame gets stuck..

    --
    update 2
    called cable guy back and called tivo after being on hold for 40 min tivo showed me the CC diags that showed the cards were not activated right just as shes about to hang up the cable guy shows talked to tivo then calls his dispatch . turns out the host IDs the girl this morning said she didn't need were needed to make it work.. 5 min later everything appears to be working.. Minor pixilaizion just after channel change but my cable box did that too. Wish me luck!
     
  11. randymac88

    randymac88 New Member

    78
    0
    Feb 29, 2004
    Good news from Time Warner Cable Manhattan sub. Technician came out today, 12-4 window, arrived at 3:30 (d'oh!).

    The guy meant business. Was totally on top of it, knew exactly what he was doing. Said he had done multiple installs into the TiVos. I told him about my previous appointment from two weeks ago, and how the Firmware update didn't load.

    He pulled out two cards, said that they were tested prior to going out in the field. They were dated April and May of 2006. Uh oh. I told him that I was told that the cards needed to be dated 6/11 or after due to the firmware update issues. He said that actually, the firmware downloading issue was not with the cards or the TiVo, but actually with the IT group at TWC. And, they located and found the issue. I was skeptical, but took his word for it.

    Popped in card 1, got the host ID. Popped in card 2, got the host ID. Firmware updates began with both cards...and finished in about 5 minutes. Paired the cards through dispatch, and was off and running. Checked both cards for HD channels, got a few, and off he went. All set, up and running, about 30 minutes total!

    Unfortunately, I've got pixelation issues on both tuners. I haven't had time to watch enough to determine whether I deem it unwatchable, but I definitely have some significant problems. Cross your fingers. HD looks great though...I think it looks a little crisper than the old 8300HD box (which I kept around, just in case).

    For some reason, my "480i" light on the front won't turn off though...weird. I've disabled everything, yet it remains (I've got it on 1080i fixed anyway).

    Thanks to all for the info!
     
  12. toxicpenguin

    toxicpenguin New Member

    14
    0
    Mar 28, 2004
    Manhattan, NY
    Alright, its now been a solid 2 days with me trying out the TiVoHD with the new cable cards. I have been recording pretty much everything showing up, and transferred all my old season passes to the new tivo. The 2 tuner recording works great. Infact I disconnected the Tivo to rearrange the equiptment, and reconnected everything and cable cards worked like a charm.
    Here are the issues I have been having so far.

    1. SLOOOOOW GUI.... I mean it is real slow. Maybe I am comparing it to my S2 box which was zippy. It is even slower when you are accessing HD channel lineup.

    2. Changing channels thro the Tivo is a bit slow compared to STB ... not that big a deal.

    3. Pixelation : that is my biggest gripe. EVERYTHING i tape has that random pixelation. HD maybe a bit more than SD, and I suspect Cable card 2 more than 1 (no way to be sure other than watching each show as it records)

    4. Color saturation of the GUI is too much (again i compare it with S2 connected with SVGA versus S3 with HDMI)

    5. A&E, and a couple channels still do not decode.

    6. Couple channels... video OK, no audio (i dont watch those anyways :))

    I wonder if some or all issues are Tivo related or TWC related. All of you out there with TWC, can you post if Channel 16 (A&E) decodes on your TiVoHD's.

    Also, does anyone know if there is a setting which displays which tuner I am viewing, without going to cable card lineup menu... something which displays channel and tuner info at the same time

    Is anyone having any other issues? I am going to call TiVo is a day or 2 to talk to them about this damn pixelation which the better half is definately gonna ***** about.

    Thanks again
     
  13. littlelibo

    littlelibo New Member

    38
    0
    Jun 20, 2002
    I live in dallas and just had my cablecards delivered. First thing you should know is that the techs they send have little to no experience with cablecards. The dispatchers they call in order to activate the cards are even worse. I will say that they will keep working however until you get success. The trick is for you to be educated before they arrive.

    The second thing you should know is that the cards they brought to me were all motorola m-cards. The cards have stickers which say "1-way", but they show in the tivo as multi-stream. This is great, it means you will only need one card (if your experience is like mine).

    My experience was painful, but ultimately successful. The didpatchers were the problem... The cards would work, but certain channels would not come in. It took about 6 hours, and 5 cablecards (all of which I know believe were totally fine). Finally, one of the dispatchers cleared my account totally and set it up from scratch and viola... I know am enjoying TivoHD paradise...

    Good luck...
     
  14. LowFuel

    LowFuel New Member

    12
    0
    Apr 12, 2002
    My experience:
    Called TW and setup an appointment once Tivo alerted me that my box had shipped.
    The box arrived a few days early, which is fine. I set it up the night before so it would be ready to go.
    TW installer had not done a HD Tivo yet. He plugged in the first card, called in the ID#'s, and it was working within a few minutes. Second card took a little longer to sync up, but then started working as well.

    I am getting the pixelation problem quite often (every 10 seconds or so on HD channels). Anyone NOT getting this?
    I'm really, really not looking forward to trying to troubleshoot this - I'm sure TW will say it's Tivo, and Tivo will say it's TW, etc.
    Bottom line is my old 8300HD plugged into the same jack worked flawlessly for a year or so.

    Also, new problem just occured - all the digital channels are now just a gray screen. They were working one second, then just stopped. I restarted the Tivo to no avail, then powered it off and re-seated the cable cards, again to no avail. Anyone seen something like this?

    I'm really frustrated at this point. I expected problems from TW and Scientific Craplanta, but not Tivo... :(
     
  15. Zaph32

    Zaph32 New Member

    138
    0
    May 22, 2000
    I'm not getting pixelization on HD channels, but I am using 1 Motorola M card in each box.

    Oh, and I'm having digital channel issues similar to what you're seeing on one of them. No luck so far in getting them fixed over the phone.
     
  16. LowFuel

    LowFuel New Member

    12
    0
    Apr 12, 2002
    I was actually seeing it on *all* digital channels. But, looks like it's cleared up after waiting about 30 minutes...

    I wonder if I can get a motorola card here in San Diego...
     
  17. Zaph32

    Zaph32 New Member

    138
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    May 22, 2000
    So here's a semi-new topic.

    How can we get REAL technical support?

    Calling the reps is not good enough to resolve "tough" issues like 0x02.
    Calling the "Tivo Cablecard Support" line is just regular Tivo support, and is also worthless.

    I need to get through to a real, honest to God technical person at Time-Warner to fix this card.

    I am so pissed off at this whole experience.
     
  18. Karnwine

    Karnwine Member

    138
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    Oct 16, 2005
    Colleyville, TX
    Zaph32, Here's what I did after several frustrating days of trying to get my cards to work: Go to TimeWarnercable.com, enter your zip to take you to your areas webpage. From there I clicked on the "about Us" tab and found email links to the management team. I shot a short email to the regional president and had three lead techs at my door and their cable card "guru" on the phoneline the next morning. Everything works great now. Let us know if this works for you too. Good Luck
     
  19. Zaph32

    Zaph32 New Member

    138
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    May 22, 2000
    Karnwine, very good suggestion and I will do exactly that.
     
  20. Zaph32

    Zaph32 New Member

    138
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    May 22, 2000
    Karnwine,

    Just to follow up...you rule. This got the appropriate attention and my issue is now completely resolved!
     

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