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SDV - Charter Communications

Discussion in 'TiVo Series3 HDTV DVRs' started by jdmass, Jan 9, 2009.

  1. Jan 9, 2009 #1 of 359
    jdmass

    jdmass Member

    94
    0
    Dec 1, 2002
    Westborough, MA
    It's been mentioned in a couple of threads that Charter is moving to SDV, at least in my area (Massachusetts), and many have received letters about getting a tuning adapter installed. I figured that I'd start this thread for people to report on the results of their SDV tuning adapter install.

    I had 2 tuning adapters scheduled to be installed today, and aside from the fact that the installer only brought one, and had to go back for the second, the install went quite well -- much simpler than a cable card install. Installation was simply a matter of connecting the coax and USB cables and calling the cable dispatch office to hit the adapter box.

    When the USB connection is made, the Tivo sees the tuning adapter and from the Messages and Settings-->Account and System Information-->Tuning Adapter screen you can test for channels being received through the tuning adapter. My Series 3 responded immediately once the cable company hit the box and displayed channels in the test screen. My Tivo HD took a bit of time and the installer disconnected and reconnected the USB cable several times before the test screen finally was able to display channels. The tuning adapter LED should be solid green when it is in a ready state.

    So far so good. The next step is to see what happens in February when Charter actually changes over to SDV
     
  2. Jan 14, 2009 #2 of 359
    szwjunk

    szwjunk New Member

    22
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    Jun 2, 2004
    Thanks for this post - most informative. I should have read this before I posted my query in the other thread about whether or not Charter has to "hit" the box to kick it into life!

    Thanks also for responding to my post in the other thread. I shall call the Tech and/or Charter tomorrow, and get this resolved.

    Steve in Southborough
     
  3. Jul 11, 2009 #3 of 359
    billneri

    billneri New Member

    1
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    Jul 1, 2007
    About two weeks ago my tuning adapter (I have a tivo series 3 with two s-cards installed) stopped working, i'm no longer receiving SDV channels from Charter on the Tivo. Charter rolled a truck to my house on Friday 10 July and told me I needed to swap out the two s-cards for m-cards. They didn't have them, so I had to set up another appointment. Over the phone Charter "hit" the tuning adapter but it didn't change anything. Is anyone else having this problem? I'm in Central Mass.
     
  4. Jul 13, 2009 #4 of 359
    jdmass

    jdmass Member

    94
    0
    Dec 1, 2002
    Westborough, MA
    I have the same setup as you: Series 3 and 2 s-cards (I also own a Tivo HD with 1 m-card, as well). Both of my boxes are still working fine.

    About a month or so ago, I did have a glitch where both SDV boxes started flashing their green LEDs (instead of solid steady state normal operation). I called charter and they were able to "hit" both boxes and everything returned to normal. This problem hasn't come back.
     
  5. Jul 17, 2009 #5 of 359
    tmrfe

    tmrfe New Member

    12
    0
    Nov 22, 2007
    Glendale, CA
    I just received a letter in the mail today informing me of the Charter SDV switchover in Southern California (Burbank, Glendale, etc).

    From the letter: "Charter has partnered with TiVo to identify you as a customer using a TiVo Cable Card device. Beginning on or after October 13th, you will need to install a tuning adaptor in order to continue receiving and recording all of your favorite channels."

    Here's a couple of questions for the folks in Massachusetts and other areas where Charter's SDV is already in place: what channels (especially HD channels) were added after the transition? Have there been any noticeable changes in functionality, like a lag in changing channels? Is the video quality on the digital stations any better or worse?

    I just want to get an idea of what we're getting ourselves into out here.
     
  6. Jul 17, 2009 #6 of 359
    coasterlb

    coasterlb New Member

    6
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    Apr 26, 2003
    Long Beach, CA
    Well I am in So Cal, Long Beach to be exact, and I started having problems with my Tivo. All my basic SD and HD channels come through on the m-card but not extended or premium. I was told by Charter on Tue that they were in the process of upgrading the system. I later found out by a Charter supervisor that they are upgrading to SDV and that might be the problem I am experiencing. Unfortunately I have not received any letter from Charter explaining this transition. I wont know for sure if it is just a cable card problem or SDV tuning adapter issue until Sun when the tech comes out. Either way, it has been a big pain in the a$$!
     
  7. Jul 17, 2009 #7 of 359
    hecvil

    hecvil Hecvil

    3
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    Jul 17, 2009
    Long Beach, CA
    it looks like i've lost my hbohd, cinemaxhd and showtimehd! and for some reason, it also looks like certain non-hd channels (bravo, for example) are also out...

    my wife noticed it yesterday... is it gonna be a truck roll? charter seems like they never have a clue with the tivo. they always want to say, "well, our dvr wouldn't have this problem."
     
  8. Jul 17, 2009 #8 of 359
    coasterlb

    coasterlb New Member

    6
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    Apr 26, 2003
    Long Beach, CA
    Basically for me, any channel above 31 is out (just shows a grey screen) except local sd and hd channels. I will let you know how my appointment goes on Sunday.
     
  9. Jul 17, 2009 #9 of 359
    hecvil

    hecvil Hecvil

    3
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    Jul 17, 2009
    Long Beach, CA
    heh heh. well, i just had two calls with charter. the first time i setup a call and was passed to a manager. when i mentioned the sdv and the tuning device, he grunted and hung up on me! no joke.

    the second call i made passed me to a floor supervisor named chris in florida. he was understanding enough to give me $20 bucks off my bill and recommend that a senior tech be assigned to my truck roll, otherwise they wouldn't even know what to do.

    he also gave me a suggestion that they might need to bring more than one tuner unit-- sometimes it takes trying out two or three units before it works with your tivo.

    i still have my old hd box-- i was thinking of hooking it up in the interim-- but i'm worried i might lose my functional cable cards... wait, what am i saying?!?

    let me know how it goes, fellow long beach resident!
     
  10. Jul 18, 2009 #10 of 359
    GShort

    GShort New Member

    6
    0
    Jul 18, 2009
    Long Beach, CA
    coaster, I have the exact same issue. Just discovered it today. Set up an appointment for Wednesday.

    I mentioned SDV early in the call, since I just got the notification letter in the mail yesterday stating the tuning adapters will be required after October 27th, but the guy I talked to wasn't familiar with it, and said, somewhat logically, that it says October, which is some time away.

    Anyway, I'll be watching for results from your technician visit.
    Meanwhile, I'll call them back and request the adapter for the same service visit on Wed, since that is likely the fix.
     
  11. Jul 20, 2009 #11 of 359
    coasterlb

    coasterlb New Member

    6
    0
    Apr 26, 2003
    Long Beach, CA
    Well turns out that I received a call from the technician that was suppose to come out. He told me that they have had a lot of cable card calls and ran out of cards. He asked me to check again to see if I still wasn't receiving the proper channels. He said he reauthorized the card and it might be working now. Well that did it.... I didn't have to remove the card/reinsert it or even restart the Tivo. I tried to get Charter to do this from the get go but the problem is that the people you talk to through customer service don't know what to do and they don't have dedicated technical support people for you to talk to- all they do is read off a troubleshooting script. Get the right person who knows what they are doing then you're problem is solved. BTW, I also got the letter from Charter about the SDV transition. He said I didn’t need to worry about getting an adapter until October and things should continue to work normally until that transition date.
     
  12. Jul 20, 2009 #12 of 359
    GShort

    GShort New Member

    6
    0
    Jul 18, 2009
    Long Beach, CA
    I had an outage today for about an hour.. TV and Internet completely out. Called it in, it was a known outage. While on the phone I went ahead and added for them to bring me the tuning adapter so that will be done with as well. I'll just wait for Wed's visit, rather than try calling them and convincing the call taker what needs to be done.

    I was hoping the channels would be back after the outage, but still missing.

    They did try sending a couple of different signals to my card when I called the first time, but still no good.
     
  13. Jul 20, 2009 #13 of 359
    hecvil

    hecvil Hecvil

    3
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    Jul 17, 2009
    Long Beach, CA
    well, i called again in hopes that someone in the call center could escalate me to someone who could re-authorize the card. no dice. i guess i will wait till my Wednesday appointment and hopefully the guy can do it then...
     
  14. Jul 29, 2009 #14 of 359
    ablickle

    ablickle New Member

    8
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    Dec 22, 2001
    Long Beach, CA
    Did any of you guys get your problem fixed? I have had the same "no channels over 31" issue since July 22. After several calls and alleged card resets, still no luck. Last night the technician told me that his status page showed a problem with digital channels that has been going on for more than 180 hours in zip code 90802.

    I don't really want to stay home and wait for a truck roll, since it seems like a provisioning issue. Has anybody been able to get it fixed, and what was the solution?
     
  15. Jul 30, 2009 #15 of 359
    GShort

    GShort New Member

    6
    0
    Jul 18, 2009
    Long Beach, CA
    Yes, Mine is fixed. Tech came out, made a phone call and requested an RF signal be sent. It was, and the channels came back. He said they were tying in a new node up north or something and that caused the problems on cable cards and some digital boxes. They are sending software updates to the boxes, but I guess the cards don't get the updates? Not real clear on that.

    Anyways, in and out in less than 10 minutes.

    I asked why the callcenter folks can't send an RF signal, and he said they are centrally located nationwide. There is no more call center for Long Beach area. I guess the RF signal has to originate in the region.

    Maybe ask them to just have the tech call for an RF signal to be sent without him actually coming onsite, and you can check it when you get home? Of course, if it doesn't work, it'll be another 4-5 days to reschedule.
     
  16. Jul 30, 2009 #16 of 359
    ablickle

    ablickle New Member

    8
    0
    Dec 22, 2001
    Long Beach, CA
    Thank you! That is very helpful! I will try to see if I can get them to somehow send the signal locally. Beats having to wait for the tech to come to my house... And if they do have to come out, maybe I can get them to bring the SDV adapter at the same time...
     
  17. Jul 30, 2009 #17 of 359
    GShort

    GShort New Member

    6
    0
    Jul 18, 2009
    Long Beach, CA
    I tried to do that, too (adapter), when I called about an unrelated outage before my scheduled truck date... told them to add it to the already-open call, but the tech never go the message, so I'll still have to do that.
     
  18. Aug 11, 2009 #18 of 359
    tmrfe

    tmrfe New Member

    12
    0
    Nov 22, 2007
    Glendale, CA
    I don't know about the Long Beach area, but if you're in Burbank/Glendale/Pasadena area, don't bother scheduling your tuning adaptor install, yet.

    When I dialed the 888 number listed on Charter's tuning adaptor notice, the CSR was happy to set up an appointment for me. The only problem is that when the time came for the truck roll this morning, I got a call (I believe from the local Charter office) informing me that the tuning adaptors are not ready to be deployed in this area, yet, and the technicians have not been trained on their installation. The appointment will have to be rescheduled for early October.

    The only bright spot was that, when I first made the call to Charter, the CSR offered me the HBO/Cinemax package for $1.00/month for a full year. So, if you're interested in that great deal, maybe now is the time to pretend you're calling about your tuning adaptor install.
     
  19. Aug 21, 2009 #19 of 359
    cptlapcat

    cptlapcat New Member

    39
    0
    Oct 4, 2007
    Pasadena, Ca
    Yesterday, I got a call from a Charter supervisor for the Pasadena area and she said the are expediting the roll-out of the free Tivo tuning adapter. She asked when I would like it installed. I said "How about today?". Two hours later and after a very quick install my Tivo was up and running.:)

    The installer said several people are in training and that about 20 units have been installed so far. I don't know if that is just his area or the whole area.
     
  20. Aug 23, 2009 #20 of 359
    Resist

    Resist New Member

    1,739
    0
    Dec 21, 2003
    Training....what is there they need to train about? A tuning adapter has a power plug, coax in and out. They hook it up, call to get the box authorized and you are done. A 10 year old could do it.
     

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