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Official Time Warner Cable Thread

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

  1. heidismiles

    heidismiles New Member

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    Aug 12, 2007
    Does anyone mind helping a noob? I just ordered one 80-hour box and one 300-hour box directly from Tivo. I am a Time Warner customer in Orange County, California. I've never even heard of a CableCard before. What's the deal? Will I need one or more of these cards to make my Tivos work? I called TW and they said I won't need any cards, just cable boxes.
     
  2. Karnwine

    Karnwine Member

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    Oct 16, 2005
    Colleyville, TX
    Zaph, did you actually get a response from an email that fast or just threaten to use it when you called in??
     
  3. Zaph32

    Zaph32 New Member

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    May 22, 2000
    I just emailed. I got a response almost instantly, and resolution very shortly thereafter.

    I was (and am) floored. It's a Sunday afternoon!
     
  4. Karnwine

    Karnwine Member

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    Oct 16, 2005
    Colleyville, TX
    Wow!! Thats pretty good service. TW is actually decent when you finally reach the right people....okay, thats doesn't sound right in this thread, please don't flame me, TW haters!!
     
  5. TracerBullet

    TracerBullet New Member

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    Dec 17, 2004
    Has anyone else had the experience of getting put on hold for a lengthly period of time when ordering cablecards? I called TWC (Brooklyn) last week to order them, and was put on hold for approximately ten minutes. I had to cancel the appointment because something came up, and told them I'd call back to reschedule. I did so today, and got the 10-minute hold time again. I've never gotten this with any other call to TWC.

    I'm usually allergic to conspiracy theories, but this seems a little odd.
     
  6. s2kdave

    s2kdave New Member

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    Jan 27, 2005
    As with any customer service, it really all depends on what day and the time of day you call. If everyone is calling the same time you are, the hold times will be long. So 5-6pm on a weekday, especially monday, will be the worst time to call.
     
  7. TracerBullet

    TracerBullet New Member

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    Dec 17, 2004
    No, no. I was put on hold after I reached a CSR and asked for cablecards.
     
  8. LowFuel

    LowFuel New Member

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    Apr 12, 2002
    Zaph - are you saying they fixed your pixelation issues, or just a bad cable card?
    Sorry, I wasnt sure what the problem was you needed escalated. I'm curious if they were actually able to resolve pixelation problems!
     
  9. s2kdave

    s2kdave New Member

    515
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    Jan 27, 2005
    My bad, I misread it. Yeah, that sucks. I've had that happen once or twice, but not consistently. Most of my wait time is before talking to someone. The last time I called they were working on something for a while and took my number and called me back so I didn't have to wait.
     
  10. Zaph32

    Zaph32 New Member

    138
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    May 22, 2000
    I never had pixelization, thankfully. I'm on MCards on both units, and so far the pixelization seems to be limited to Scientific Atlanta SCards.

    My issue had to do with the card provisioning - it was done incorrectly and was causing certain channels to throw up the cablecard screen. The normal phone reps could not fix it, it had to be handled by someone who really understood cablecards.

    (The problem? The installer, who wrote down all the numbers by hand, assigned the wrong host/data to the wrong card serials.)

    Then my next problem, channels randomly going dark on me, was "resolved" after a fashion...the TivoHD in question died and I replaced with a new one. Yes, that did re-open the cablecard activation problems, you can't port the card over.

    At this moment, all is well and I am pleased (and holding my breath!)
     
  11. heidismiles

    heidismiles New Member

    51
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    Aug 12, 2007
    Ok, well I just ordered my first Tivo boxes (80 hr and S3) and I called Time Warner to schedule a CableCard installation. They didn't give me any crap about it (they said "Series 3, right? Yes, you will need two cable cards.") and the cards are going to be free. They aren't even charging me for the service call, since I was so angry about my TW DVRs crapping out on me (they randomly erased ALL of my recordings, future recordings, and favorites lists.) So, it looks like a potential good experience from an Orange County, California customer. Hopefully they'll work! I'll let y'all know on Thursday.
     
  12. randymac88

    randymac88 New Member

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    Feb 29, 2004
    This happened to me once, but i just assumed that it was because the first rep I got on the phone knew nothing about cablecards, so she put me back on hold until a more knowledgable rep could pick up.
     
  13. Skittles

    Skittles West Coast citizen!

    27,684
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    May 25, 2002
    Seattle, WA
    Ugh. Just dealing with the order department at Time Warner Cable is already frustrating me, and I haven't even gotten my install set up yet.

    Called and talked to a Time Warner Cable person in Richardson, told her I needed to get cable service set up and that I wanted two cablecards. She asked if I'd be using them in my TV, and I told her I'd be using them for my TiVo HD unit.

    She put me on hold. Came back a few minutes later, told me they don't offer cablecards for TiVo's.

    I told her that was a crock of bull, and that they offered cablecards, and that they don't get to pick and choose what they want to install them in, because that's a violation of the FCC regulation. Put me on hold again for five minutes, came back, and said once again that they only offer cablecards for TV installations, not for TiVo's.

    I told her that was a crock (again) and that there should be no issue with installing them in a TiVo, since they're the same cablecards.

    She put me on hold again, another five minutes. Came back, and said they'd go ahead and set up an appointment for installation. She gives me the spiel about how I'll be losing out on their guide, their On Demand, and the PPV functionality. I was real polite and said that was totally OK.

    She offered me an install for tomorrow. I told her that wouldn't work for me. She said the next install appointment was on the 28th.

    I asked if she'd be able to offer me an installation appointment on the 4th, instead. So she says "I can't schedule that far out... I can offer you an appointment tomorrow, or an appointment on the 28th. That's it".

    Yep. In the next three weeks, they can only install on two days, and won't do anything to schedule beyond that. So I said "Thanks very much anyway, please cancel my order".

    I'm already aggrevated with them, and I haven't even seen a tech. I may have to email the regional director about this, because I'm pretty frustrated and want some resolution on this.
     
  14. mercurial

    mercurial Retro-Av

    17,166
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    Oct 17, 2002
    Caraleigh, NC
    Yes, I love how TWC can never schedule "that far out" but when you push them they can. Our internet and phone was going wonky two days before we were heading out of town. They couldn't get someone out the next day (how can you not send someone out on an emergency call when a person's phone service isn't working?) and "couldn't schedule it a week out because the availability isn't posted yet" but somehow was able to call a supervisor and through some magic had us an appointment for the day we returned.... Hmmm...
     
  15. Skittles

    Skittles West Coast citizen!

    27,684
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    May 25, 2002
    Seattle, WA
    Well, I wrote to the president of the North Texas division for TWC.

    I got a reply within 5 minutes, and he was very apologetic. He admitted that they install cablecards in TiVo's all the time, and that he was disappointed in the experience I'd had. He's going to work on getting it fixed for me ASAP.

    So hey, if they can get this sorted out, I might be giving major props to them. I'm already impressed with how quickly they wrote back.
     
  16. Skittles

    Skittles West Coast citizen!

    27,684
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    May 25, 2002
    Seattle, WA
    Local manager just called... REALLY apologetic. She offered to set up the TiVo today if I wanted to, and I thanked her for that, but told her that the next few days would be bad for me. I asked if there'd be an installation available on the 23rd, and she said I could have an install on the 28th, for any time of the day that I wanted.

    Then I asked her about the cablecards, told her I'd need two, and would it be a problem installing with a TiVo? She said she'd make sure that the install tech brought enough cards to make sure I was working on both tuners, and that they wouldn't leave my apartment until everything was working correctly.

    So, in less than an hour, I got everything squared away. It really sucks that I couldn't just have gotten that done with the regular CSR line, though.
     
  17. mercurial

    mercurial Retro-Av

    17,166
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    Oct 17, 2002
    Caraleigh, NC
    HE probably feels the heat from FCC complaints a bit more. HE probably realizes that the song and dance they do to try and get you to back down on CCs isn't going to work on you. But until they ALL get spanked by the FCC for this crap (like the IXCs did for slamming back in the late 80's or was it early 90's) they'll keep trying to FUD you into not using cable cards/TiVos...
     
  18. Zaph32

    Zaph32 New Member

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    May 22, 2000
    I was really impressed with the VP's response (and the various people he tasked with resolving my issue.)

    The capability exists for this process to be smooth, but there are a couple things that need fixing:

    1. We should be able to specify that we want MCards.
    2. The installers need to be trained on:
    A. The vital and critical importance of getting all the numbers right
    B. The testing process to ensure things are right. That is, test HD channels like 755 on both tuners AND test digital channels like 120 on both tuners.
    3. The reps need to be trained (and perhaps their phone system enhanced) to allow for sending the "CCInit" zaps. They should be able to see and correct all the various numbers for each card.

    In a perfect world, the experience would be:

    1. Order your M Cards, receive them by mail or pick them up
    2. Enter all the numbers yourself using a phone system or webpage.

    It works for DirecTV. It works for Tivo. It should work here also.

    The reason they insist on the truck roll is because of the "high failure rate" of these cards. In my experience, the failure is user (installer) error.
     
  19. kitchenboy

    kitchenboy New Member

    2
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    Aug 14, 2007
    Just got my new Tivo Series 3 - called Time Warner on Sunday to come pick up their POS DVR and bring me 1 M card or 2 regular cards - also wanted to have them check the cable in my living room because of pixelation errors on some HD channels.

    Installer came out today - had nothing on the order about Cablecards. Found an issue and replaced the cable run to my living room but no cablecards.

    I called TWC and they told me they are out of cards and will not have them until September!!!!!!

    Not sure why they couldn't tell me this on Sunday when I placed the order - seems really shady...
     
  20. pkscout

    pkscout Active Member

    3,928
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    Jan 10, 2003
    Honolulu, HI
    Shady implies some basic level of competence that I am unwilling to attribute to TWC. It is more likely that the CSR you scheduled with had no idea and no way of knowing about the shortage.
     

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