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

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

  1. Jul 16, 2010 #801 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    Maybe it depends on which NCCS person you get. I've never heard of them being rude before. There have been several forum users who posted they called NCCS directly and were given a good reception, and I have done so myself.

    The intended NCCS usage is for a local support rep to refer your case to NCCS. But in the past many of us have had locals who didn't know about NCCS.

    It looks like you would be better off initiating a support call with the local rep then asking them to bring in the NCCS, giving them the phone number if they don't know it. I've had it work that way too. Apparently the local rep needs to be involved in order to give NCCS the info they can't see directly.

    The poor integration of the NCCS into the TWC support organization never ceases to amaze me -- but many users have posted that NCCS solved their problems in seconds when the local support was helpless.
     
  2. Jul 16, 2010 #802 of 1485
    cwoody222

    cwoody222 Active Member

    11,156
    1
    Nov 13, 1999
    Buffalo, NY
    I'm letting my local office handle it. The full story is this...

    Ever since May when I made the decision to order I've been keeping their local PR guy in the loop as to my PISS POOR service I've been getting. Usually his response is to jump in and get me some resolution with some managers.

    It's ridiculous that I need to do that in order to get simple things like an SDV adapter (when I tried to get one via a phone rep they were out of stock... 15 mins later a manager can get me one by the next day).

    I sent their CEO a 5 page snail mail letter detailing the horrible, horrible situation I've endured for the past 6 weeks trying to get this set up working.

    After the last round of problems this week I let the cat out of the bag and shared that letter with a few of their corporate twitter accounts and the local PR guy.

    I got the impression that that set off a minor **** storm (which was it's intent) and yesterday I started getting more direct service from more managers.

    (as an aside I think they think I'm some sort of local blogger or something so they're trying to keep me happy so I don't publicly embarrass them)

    The tech was came out last time got involved (since some idiot floated the idea my "signal levels" were off) and he's semi-pissed that he's even being remotely blamed for the problem. (I agree with him, it's not his fault, the levels are not to blame)

    He does NOT want to be involved in what he called "all these emails going around today" (internally at TWC). So he's scheduled to come out Sat morning just to eliminate the "signal levels" as problems. It's a waste of both of our time and we both know it.

    That is also the tech who gave me the NCCS number and I think I got him in minor trouble when I tweeted that he gave it to me but that I was told it's not a public number.

    Meanwhile a manager told me about the 11 channels moved OFF of SDV and I was able to verify those 11 were a problem. I gave him that info late yesterday and he's supposed to get back to me today with a resolution. Basically that's the "DING DING DING - YOU guys f'ed up! Not the install tech!" clue.

    So I'm going to sit back and let THEM do their job for a change. If they can't figure it out nor figure out to call NCCS then so be it.

    As I tweeted the PR guy yesterday... "As much fun as helping you troubleshoot is, I'd rather just watch TV." I'm done doing their job.

    Why did I need to report a problem with those 11 channels? Shouldn't THEY know the ramifications to devices out in the field when they make the changes they did?

    Of course they should... which is exactly what the basis of my 2nd follow-up letter to their CEO will be.
     
  3. Jul 16, 2010 #803 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    Yeah it's sad that only people who "know someone" or are willing to become "squeaky wheels" can get attention from TWC on TiVo-related problems. And sad that even when you get their attention their problem solving efforts are disorganized and ineffective. But not really surprising given that less than 0.5% of their customers use TiVo's and TWC wishes they would just go away -- never wanted them in the first place.

    I know that you have also filed a comment with the FCC to set the record straight regarding TWC's rosy statements about how well TA's are working out and I encourage others to do so **here**.
     
  4. Jul 18, 2010 #804 of 1485
    cwoody222

    cwoody222 Active Member

    11,156
    1
    Nov 13, 1999
    Buffalo, NY
    Turns out after moving those 11 channels TWC didn't update their "channel map". They did that Friday and without even a reboot, everything fixed itself.

    But if I wouldn't have reported the problem, I doubt they would have even known.
     
  5. Aug 22, 2010 #805 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    My TiVo HD had the viewing tuner set on a particular SDV channel for over 8 hours today and when I turned on the TV there was just a blank screen. All the TA and DVR diagnostics looked perfect (including Tuning Lock, Program lock and PID's) and both TA and Tuner said the tuned frequency was 585 MHz -- so this wasn't the usual tuning failure mode where the TA and Tuner say different frequencies. I had to retune the channel (twice actually) to get it back. And after retuning the frequency (TA and Tuner) changed to 627 MHz.

    One theory might be the SDV system decided to reclaim my frequency because of some time limit. But there was no message on the screen. Do those messages just time out and disappear after a while?
     
  6. Aug 22, 2010 #806 of 1485
    cwoody222

    cwoody222 Active Member

    11,156
    1
    Nov 13, 1999
    Buffalo, NY
    You should have had a message, yes. Not sure why you didn't. But I'm sure that's all that happened, your channel tuned out after the time limit. Happens to me every night/morning.
     
  7. Aug 22, 2010 #807 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    I know this happens frequently for some users (e.g., you) but for me it has been very rare, in fact I don't believe I've ever even seen the message. I'm sure I've had channels left tuned overnight many times so you would think I would have encountered this before now. On the other hand, initial tuning failures (where the TA diagnostics and DVR Diagnostics show different tuned frequencies) are fairly common for me.

    Is the message when SDV reclaims a frequency the same as when you try to tune to a channel that you simply don't subscribe to, i.e., something like the tuning adapter doesn't provide this channel, contact your cable provider? BTW, I would assume these time limits are not the same over all TWC systems (that would be too organized!)
     
  8. Aug 23, 2010 #808 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,332
    1
    Feb 2, 2003
    Vero Beach, FL
    Ive seen the situation you describe... blank screen after inactivity... but Ive never seen a message about the channel being reclaimed. When I look at DVR Diags, I see the channel 'tuned' fine but no pic.

    Sounds like you are still seeing the tuning failures where TA and TiVo frequency dont match and you get the message about 'signal not available' in the recording log. I dont see that much anymore... about once a month at worst.
     
  9. Aug 23, 2010 #809 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    Yes, typically 1 to 3 missed recordings per week. Sure would be nice to get at least a hint from TiVo as to whether they might ever address this with an automatic retune. Actually, it seems like they could sense the other problem that I just posted on and do retunes too.
     
  10. Aug 23, 2010 #810 of 1485
    ncted

    ncted A leaf on the wind

    804
    2
    May 13, 2007
    Durham, NC
    When this happens, does it affect all of your Tivos simultaneously or just one at a time?

    Thanks
    Ted
     
  11. Aug 23, 2010 #811 of 1485
    SCSIRAID

    SCSIRAID Active Member

    2,332
    1
    Feb 2, 2003
    Vero Beach, FL
    which one? on the second one, only one at a time. other records fine.
     
  12. Aug 23, 2010 #812 of 1485
    ncted

    ncted A leaf on the wind

    804
    2
    May 13, 2007
    Durham, NC
    Yeah, if I get 2 (or 3) Tivos when I move to my new house, I will setup season passes to record on more than one DVR when possible in case there is a problem with one DVR and not the other. I am coming from Dish with 3 tuners per DVR, which I sometimes need more than 4, so 3 Tivos should fit the bill. If I occasionally lose a recording on one or another DVR, I can just watch what I missed on one of the others in most cases. I just wanted to make sure the phenomenon didn't happen simultaneously on all DVRs each time.

    Also, is there anything special TWC will need to do for me to have 3 Tivos, plus my RoadRunner modem? I am moving into a newly constructed house with RG6 throughout.

    Thanks,
    Ted
     
  13. Aug 24, 2010 #813 of 1485
    favo1984

    favo1984 New Member

    2
    0
    Aug 24, 2010
    Hi All

    Sorry if I'm posting a similar issue that has already been posted but I'm so frustrated and I'm getting desperate for help as the people who are supposed to be able fix this are completely senile and don't have clue as to how to fix their own equipment. This has been going on for over 2 months now.

    Hardware:
    Cisco STA1520 Tuning Adapter - Firmware Version:STA1.0.0_1520_LR_F.1001

    TiVo Series 3 HD

    Issue:
    All channels requiring the TA do not display.

    Troubleshooting:

    Cable card has been replaced twice and this is my third TA. Splitters have been changed as well as cables and wall sockets.

    So far I have spoken to TWC and TiVo. TiVo say it is possibly the software version of the TA but it has worked in the past and as far as I'm aware the software version has been the same since I originally got the TA.

    TWC have no clue and I can't get any where with their front-line support. At the moment I'm waiting for a callback from a tech foreman.

    TiVo have been great but they can't help me any further they say but they will keep the case open.

    Anyone have any additional ideas on what could be done or has had a similar issue??

    Thanks
     
  14. Aug 24, 2010 #814 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    Maybe TWC's National Cable Card Support group can help:

    http://www.tivocommunity.com/tivo-vb/showthread.php?p=7722378#post7722378
     
  15. Aug 24, 2010 #815 of 1485
    cwoody222

    cwoody222 Active Member

    11,156
    1
    Nov 13, 1999
    Buffalo, NY
    What's the green light on your TA doing? How is your TA connected to your TiVo? Can you see non-TA CableCARD channels? Are you SURE you KNOW which channels need a TA and which don't?

    I'd try re-cyling the power on both. In this order. Unplug both power cords and the USB connector.

    Then plug in the TA. Wait for a solid green light. Then connect the USB. Then plug in the TiVo. You should eventually get an "acquiring channel map" screen. After that, you SHOULD be able to see TA channels. If not, do you get an on-screen message?
     
  16. Aug 24, 2010 #816 of 1485
    cwoody222

    cwoody222 Active Member

    11,156
    1
    Nov 13, 1999
    Buffalo, NY
    Also try TWC NCCS (National Cable Card Support) desk at 866.532.2598 and twitter.com/TWCableHelp

    Their twitter support is excellent but not 24/7.
     
  17. Aug 25, 2010 #817 of 1485
    cwoody222

    cwoody222 Active Member

    11,156
    1
    Nov 13, 1999
    Buffalo, NY
    This is what the message looks like for me:

    t-w-i-t-p-i-c .com/2i1sbx

    PS Why does TC block bit-ly and twit-pic?!
     
  18. Aug 25, 2010 #818 of 1485
    kaseyjohns

    kaseyjohns New Member

    10
    0
    Sep 27, 2001
    Austin, TX
    Here's an odd one I haven't seen before. I've got a Tivo HD and a Premiere. Both are setup with TA's and both can tune SDV channels without a hitch. (This is on Time Warner-Austin, and I'm up near 183/Anderson Mill.)

    All of a sudden, I can't tune FX HD (1688). It brings up the "this channel is temporarily unavailable". I hit select for it to try and re-tune, no luck. I go away for a few minutes and come back, it still won't work. I reboot the TA and the Tivo, wait for it all to come back up, check other SDV channels to make sure it's working, and still can't tune 1688. It's not a new channel or anything, because it was working fine a week ago.

    This is on both DVRs. All of the other SDV channels work just fine... even if I get the odd "temporarily unavailable" message, hitting select usually locks it in.

    Any ideas?
     
  19. Aug 25, 2010 #819 of 1485
    dlfl

    dlfl Cranky old novice

    7,131
    64
    Jul 6, 2006
    Dayton OH
    Yeah that's the same message I've seen. However I've never seen it pop up on a channel that was already tuned and then dropped out (apparently because the SDV system reclaimed the channel slot). For me it only shows when I first try to tune a channel that isn't provided by the SDV/TA system but which I should get. I get a different message if I try to tune a channel that I am not paying for.

    cwoody, I've had that behavior and spent a lot of time calling TWC getting them to send hits. Only after a few hours did the channels show up again, so I don't know if the TWC hits even made the difference -- but nothing else had changed.
     
  20. Aug 26, 2010 #820 of 1485
    favo1984

    favo1984 New Member

    2
    0
    Aug 24, 2010
    Hi Thanks for the suggestions

    The power light on the TA is solid green. I have followed your instructions which were posted on another site. At the moment some of the channels that rely on the TA are coming through. Only the channels from my sports pack and a couple others do not. I actually have a couple of the tech guys here now working on it. They say the frequency that the sports pack channels run in on is different to the frequency that the channels that are working rely on the TA.

    Will update at the end of their visit. They are changing the tuner again for the 4th time : )
     

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