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

Time Warner Cable Tuning Adapter (ALL LOCATIONS) / Bugs & Issues

Discussion in 'TiVo Series3 HDTV DVRs' started by dolfer, Feb 26, 2009.

  1. Jan 23, 2010 #641 of 1485
    dlfl

    dlfl Cranky old novice

    7,005
    19
    Jul 6, 2006
    Near...
    The TWC NCCS number is: 866.532.2598.

    You are not supposed to call it directly, rather be referred by either a TWC or a TiVo support person. The first level support people at both places are supposed to know about NCCS but frequently don't. In one case a TiVo tech had a "a number for TWC" but didn't know it was the NCCS.

    The NCCS hours are 10am to 11pm but I don't know what their weekend hours are. I've had the local TWC support people fix my 8-blink problem very quickly on a couple of occasions, but if they don't I recommend pushing for connection to the NCCS.

    When SW OH updated the TA firmware to .1001 recently, they screwed it up and my TA was out for almost a full day. The NCCS got it fixed and told me what was going on (local TWC was clueless of course). And NCCS apprioved a $5 credit too, although they can't actually put it on your account -- local has to do that.

    It continually amazes me that TWC has paid the money to create this great resource (manned by 4 or 5 people) and yet can't get the word out to their support people so it will be used when needed. Every time I talk to NCCS I ask them about this and they say they've tried to spread the word.......
     
  2. Jan 23, 2010 #642 of 1485
    dolfer

    dolfer Myles Standish Proud

    709
    0
    Nov 3, 2000
    Milford,...
    My story... I called the NCCS number directly. (1-866-532-2598) At first the (very nice) CSR tried to tell me he could not help me because I had to be referred by Level 1/2/3 CSR's (like many of you reported)... I LOST IT... I feel bad. But they have created this mess. "How can I be referred to you when EVERY SINGLE CSR I talk to doesn't know about your existence???", I asked wondering if he realized the conundrum I was experiencing.

    After settling me down, the rep did help me. Of course, he was able to fix the problem that two other CSRs couldn't. They apparently failed to go "one more screen" when they refereshed the signals to my TA. He said he notated my account with the steps he used to fix it. Hopefully when this inevitable happens again, the level 1 rep can replicate the steps.

    The rep was great. He told me that if a CSR doesn't know what NCCS is, you need to ask for that person's supervisor and that the supervisor *should* know.

    He said if they refuse to connect, I should call the NCCS and let them know about it.

    Next time I have this problem, I will make sure I have the NCCS number READY to give to the CSR. Of course, I will respect the tech's request not to call the number directly any more. Maybe... :)
     
  3. Jan 24, 2010 #643 of 1485
    mdreuben

    mdreuben New Member

    24
    0
    Nov 15, 2003
    Bay Village, OH
    Plug in the TA. Solid green, then a few 8 blinks, then no LED at all. Happens repeatedly when I plug in.

    Sigh...what next?
     
  4. Jan 24, 2010 #644 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    Did you push the power button on the front after the led goes out?
     
  5. Jan 24, 2010 #645 of 1485
    jcdutton

    jcdutton New Member

    3
    0
    Jan 1, 2010
    Jim and everyone - sorry to jump in late.

    I have had the same problems since last summer (TA reboots every 30- 90 minutes) and I also live in Cumberland County, Maine. Long story short, I monitored this board until the firmware was updated and tried again with the tuning adaptor a few weeks ago. (and joined the forum) Still had the same problem even with Firmware v. .801

    TiVo sent me a new unit as I have been at this for a while and they want to rule it out. I'm on my second TiVo, 4th Cablecard and 4th tuning adaptor, 5th tuning adaptor power supply and second location in the house...

    Last week, TWC issued firmware version 1.10. All was up and running yesterday and have had one complete day trouble free with the tuning adaptor attached. This is the first time ever!

    The techs are beginning to get some experience and believe that Firmware version 1.10 is the key. They mentioned that this has fixed the 5 or 6 remaining problems with this in my area (mine included).

    It was a pleasant surprise when TiVo swapped the unit for me. I had to put the deposit for it on my credit card and will get full credit when the other unit is received by them.

    We will see...
     
  6. Jan 24, 2010 #646 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    That version number looks odd... are you sure its 1.10 or perhaps .1001
     
  7. Jan 24, 2010 #647 of 1485
    mdreuben

    mdreuben New Member

    24
    0
    Nov 15, 2003
    Bay Village, OH
    Well, THAT was embarrassing... :eek:

    Reset the TiVo and had it relearn all the stations and now everything seems to be working correctly. All the stations that I'm supposed to be receiving are actually there. The lag is a bit of a PIA, but I suppose I'll get used to it.
     
  8. Jan 24, 2010 #648 of 1485
    bongoherbert

    bongoherbert not very special

    32
    0
    Dec 20, 2001
    I'm sure this has come up before, but why the heck is there a power button on this thing in the first place?

    This box has ended up in my 'great big list of bad design decisions' talk...
     
  9. Jan 24, 2010 #649 of 1485
    dlfl

    dlfl Cranky old novice

    7,005
    19
    Jul 6, 2006
    Near...
    You mean the extensive owner's manual doesn't answer this? :D:D
     
  10. Jan 24, 2010 #650 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    Now THAT is FUNNY!!! :D:D:D
     
  11. Jan 24, 2010 #651 of 1485
    dlfl

    dlfl Cranky old novice

    7,005
    19
    Jul 6, 2006
    Near...
  12. Jan 25, 2010 #652 of 1485
    jcdutton

    jcdutton New Member

    3
    0
    Jan 1, 2010
    I tried to find it on the diagnostics page. I found the version a few weeks ago (.810), so I think its right.
     
  13. Jan 31, 2010 #653 of 1485
    Effinay

    Effinay New Member

    26
    0
    Aug 17, 2006
    Centerville,...
    8 blinks again this morning... had to call TW to get it re-authorized. The first rep I talked to didn't even know what a tuning adapter or SDV was. Finally got me transferred to a tier 3 rep who actually knew what to do to get my TA back up and running.
    We started talking about all the issues I've been having with my TA and I told him to check out this thread. He had no idea that so many people were having these issues with the TA's "un-authorizing."
    Hopefully he'll check out this thread and pass on the word that we are all nearly fed up with the nuisance that the TA has become.
    In his defense, he was very helpful and aplologetic and ultimately fixed the issue... I just wish I didn't have to call in every 2 or 3 weeks for the same thing.
     
  14. Feb 3, 2010 #654 of 1485
    jcdutton

    jcdutton New Member

    3
    0
    Jan 1, 2010
    Still doing okay - 2 weeks now and the tuning adaptor is still stable - no reboots in that time period. Its a big change from the reboots every 30 minutes. I have to believe the firmware upgrade is the answer to this one.
     
  15. Feb 4, 2010 #655 of 1485
    scole250

    scole250 Member

    807
    5
    Nov 8, 2005
    Goldsboro, NC
    I have a Tivo HD XL w/M card and tuning adapter. Been installed for a couple weeks with no known issues no far. I also have another HD TV that has no Tivo, just the cable feeding it. The TV has a digital tuner built into it and picks up analog, digital, HD, whatever is being broadcast and un-encypted/scrambled. Recently, some channels have been getting bad reception. Analog channel 5 (WRAL in Raleigh) has been particularly bad with fuzzy video and jumping horizonal lines. Sometimes pixelization on other digital channels whenever the analog channel 5 is coming in bad. Is this stictly a cable system problem or could the tuning adapter (connected to a Tivo on a different TV) be causing the problem? Problem is sporadic. Has happened most mornings over past week, again yesterday evening. This morning channel 5 is crystal clear. TWC sending tech out this afternoon, but wanted to know if anyone has other suggestions or insight. Thanks.
     
  16. Feb 4, 2010 #656 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    Sounds like a TWC signal issue. The tuning adapter should have zero impact on something it isnt connected to.
     
  17. Feb 4, 2010 #657 of 1485
    dcstager

    dcstager 1st Gen Tivo Owner

    573
    2
    Feb 16, 2002
    Skagit...
    SCSIRAID - been following all your troubleshooting efforts. I have not been seeing any picture breakup lately in Austin on the SDV channels. I've had one middle of the night reboot of my tuning adapter which makes me believe it was planned because of the channel lineup changing here where more and new SDV and HD channels were added.

    One thing I read in your posts on the issue has to do with the firmware date/version present on the actual cablecards. I have an original S3 that needs two cards and they are both the newer cards - I think the M cards (Scientific Atlanta). How do I find out their firmware versions and/or request they be updated to the latest version available?

    I have a distinct feeling there is a Austin TX guardian angel looking out for Tivo Community members with problems who is reading the posts and getting fixes and updates put out to affected customers.

    I still occasionally get missed recordings on SDV channels. I don't think I've ever successfully recorded Stossel on the Fox Business Channel on the first try or Caprica on SyFy. It just seems like you can't reliably tune in to an SDV channel by scheduling a recording at the same time as another recording. It works fine if you are just recording one thing no matter what channel you select, but two recordings at once is a crap shoot. I've started the practice of pretuning my Tivo when possible when I have a dual recording scheduled, i.e., getting the two tuners tuned to the two upcoming channels ahead of the scheduled recordings and that works pretty well.

    I think they must be getting pretty close to fixing this and I'm hoping the Austin TX/Time Warner insider is still looking out for me here. It seems to be getting better -- but it's only because of people like you out there keeping them honest and reporting issues. Thanks and keep it up.
     
  18. Feb 4, 2010 #658 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    It has nothing to do with the cablecard firmware version. The issue is that TiVo cannot handle the SDV Transport Stream adding or removing programs. Whenever the PAT version changes (which happens when a program stream is added or removed), you will see a pixelation event (if the stream you are watching is encrypted). There is nothing TWC can do except turn off PowerKey encryption to fix this... and I wouldnt hold my breath on that. Cisco could change cablecard firmware to disable 'CP' encryption and that would fix it too... but would be violating the cablecard spec. This problem lies in TiVo's yard... they need to fix it.

    Thanks for your kind words. I am continuing to poke 'em... You can count on that :D
     
  19. Feb 4, 2010 #659 of 1485
    Max Camber

    Max Camber New Member

    41
    0
    Oct 30, 2009
    Austin, TX
    I can tell you that there are TWC Austin people keeping tabs on this forum. If they had the power to fix this issue it would probably be done by now. They are pretty much stuck waiting for news from the TiVo/TWC Raleigh/SCSIRAID project just like the rest of us.
     
  20. Feb 4, 2010 #660 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,321
    0
    Feb 2, 2003
    Vero Beach, FL
    Well... they CAN fix it... just turn off Powerkey encryption on the SDV channels and the pixelation will be gone gone gone.... I wouldnt hold my breath for that though....
     

Share This Page