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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. Jan 20, 2011 #981 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    This isn't level 1 support. This was the CableCard help desk. Pretty sure this is a national support level, not regional.

    I do forgive them for blaming Tivo, but when all your customers are telling you tuning a specific channel triggered the problem, maybe you should investigate that.
     
  2. Jan 20, 2011 #982 of 1485
    cwoody222

    cwoody222 Active Member

    11,132
    1
    Nov 13, 1999
    Buffalo, NY
    That's a really weird problem; please let us know how it turns out. I tried my ESPN last night and it was fine.
     
  3. Jan 20, 2011 #983 of 1485
    dlfl

    dlfl Cranky old novice

    7,005
    19
    Jul 6, 2006
    Near...
    Yes the NCCS is national, located in one of the Carolina's actually. The number has been posted here many times, and I have recommended them. How did you get them involved? The local support is supposed to bring them in rather than you calling them directly. Most of the time my local support people have never heard of NCCS, and some have insisted it didn't exist! I've had to give them the number (!) and pressure them to call it.

    Unfortunately, the last time I dealt with NCCS the person I got did not seem all that knowledgable, although I know there are people there who are very good.
     
  4. Jan 20, 2011 #984 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    I tweeted at them to @TWCableHelp. We emailed from there and they sent my email details to NCCS who then called me about 1/2 an hour later.

    I agree the guy I got was not the most knowledgeable in comparison to other NCCS people I've talked with in the past, but that could be due to time of day (late night).
     
  5. Jan 20, 2011 #985 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    Talked with NCCS again. They confirmed that it's Raleigh area only, all people with problem had the "lineup no longer available" message and all related to 1500. They're checking the head end, but still think the signal is fine and therefore are escalating it up the Tivo chain. Tivo claims no firmware/channel updates.

    They still want to do truck rolls to swap cable cards, etc. I'm curious if anyone else here has an appointment with them?

    ETA: I also logged a case with Tivo and asked them to keep a look out for similar cases and TWC cooperation. They claim they had an email case with the same problems, but that the user was a Comcast user in NC. Seeing as Comcast doesn't service NC, I'm assuming this was a typo and is probably another TWC user.
     
  6. Jan 20, 2011 #986 of 1485
    cwoody222

    cwoody222 Active Member

    11,132
    1
    Nov 13, 1999
    Buffalo, NY
    Sigh... they ALWAYS want to do truck rolls? So suddenly multiple people all had their CableCARDs / signal all fail at the same time? Idiots.

    What I would do is schedule the truck roll like a week in the future just to placate them, then continue them to fix it on their end. When they did (every time), cancel the truck roll.

    And the twitter folks there are very good!
     
  7. Jan 20, 2011 #987 of 1485
    notting

    notting Member

    66
    0
    Dec 15, 2005
    Chapel Hill, NC
    Yup, they're setting up a truck roll for me for Saturday... we'll see what comes of it.
     
  8. Jan 20, 2011 #988 of 1485
    Stone1555

    Stone1555 ./1337

    67
    0
    Dec 19, 2008
    Has anyone tested with a twc box to see if the issue happens there. If not it sounds like the TiVo just isnt meshing with the ESPNHD Signal, same as the GSOD issue that was happening only on TiVo's.

    Just throwing that out there
     
  9. Jan 20, 2011 #989 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    Have not tried the TWC box I have just sitting collecting dust, but I can. But to be clear, it's not ESPN3D, it's regular ESPNHD.
     
  10. Jan 20, 2011 #990 of 1485
    Stone1555

    Stone1555 ./1337

    67
    0
    Dec 19, 2008
    Sorry about that, post edited
     
  11. Jan 20, 2011 #991 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    So couple of interesting followups.

    I came home and had a message waiting from TWC (I wish they'd actually use my cell) stating that there was an area problem that has been resolved.

    I checked Tivo, and ESPN is still pixelated. I can quickly change off of it before it completely hoses up the TA/CC though.

    I then tried my ancient HD box from TWC (non-DVR). This does not show pixelation, but instead flashes to a black screen about once every 2 seconds and then resyncs. This would seem to indicate that it too is having some sort of signal problem, but that it handles it differently.

    Of interest is that 1501 (ESPN2) seems to be partially bad. I see no issues on Tivo, but on the HD box, it exhibits the same screen-to-black behavior, but much less frequently, maybe about once per 20-30 seconds.

    For reference, my TA diag screens are reporting FDC of -8, RDC of 54. Both seem to vary a few db from time to time, but are pretty much in that range. I forget how to check signal strength on this box. I know there used to be a channel that had it.
     
  12. Jan 20, 2011 #992 of 1485
    dlfl

    dlfl Cranky old novice

    7,005
    19
    Jul 6, 2006
    Near...
    Signal problems should never be able to hose your TiVo like happened here -- but unfortunately they can. (Just as network problems should never be able to lock up your TiVo when using Netflix -- but they can.)

    Your FDC/RDC values both suggest too much signal loss between your TiVo and the cable plant. The RDC adjusts itself to a higher than average value in order to overcome the loss (as I understand it anyway). Having the cable co check your signal probably is a good thing.

    DVR Diagnostics will give you signal strength, SNR and RS Error counts for the two tuned channels. Interesting to see if the low strength (less than 70), low SNR (less than 33) or growing RS error counts correlate with your video problems.

    Each of your channel signals is sharing a 6 MHz QAM modulation channel with several other signals. I suspect the QAM channel that carries ESPN also carries ESPN2 and there is something wrong with that QAM modulator. At least that's one theory that could explain it. Doesn't matter -- your cable co has to figure it out (hopefully).
     
  13. Jan 20, 2011 #993 of 1485
    clcbmason

    clcbmason New Member

    15
    0
    Sep 16, 2007
    Chapel Hill NC
    I was having the same issues, the screen going black following attempts to go to ESPN. I was convinced my Tivo died until I came here, thinking that the video card had crapped out. Just tried it again and the same thing happened. I have a truck in route and will let you know what happens with a new card.

    The bummer is that I bought a Premier and was just going to have him install the card in that, again thinking that it was a dead Tivo HD.

    Keep you posted. Hopefully the new card works, although I am not hopeful.
     
  14. Jan 20, 2011 #994 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    I'm really skeptical of anyone telling me my FDC/RDC are out of range. First off, they vary. RDC bounces between the 40s and 50s. Second, they've been in this range for more than a year with very few problems since SCSIRaid's pixelation fixes. This combined with all the other people having problems really makes me think this is way beyond "my" signal strength.

    And good luck to the guy above me with the truck roll. Please try to give him as much info as you can on the issue. If a new CC fixes it, great, but I really have my doubts. It's possible a Premier will handle the issue differently though, so you might get lucky. Another reason I'm reluctant to deal with TWC is that the last time they touched my CC it took them hours to get the stupid thing authorized. Popping in a new one combined with 20 minute Tivo reboots (due to acquiring channels) has potential to waste a LOT of time.

    Some other info. ESPN2 (1501) reports QAM 256, 87 signal strength, SNR of 35dB, 0 RS Uncorrected, 26 RS Corrected (not rising). I'm not going to change it over to 1500 as I don't want to lock Tivo at the moment. But on 1105, it's also QAM 256, 100 signal strength, 36 SNR, 0 for both RS. Noteable difference is that 1105 is in a much lower frequency.
     
  15. Jan 20, 2011 #995 of 1485
    clcbmason

    clcbmason New Member

    15
    0
    Sep 16, 2007
    Chapel Hill NC

    Truck roll and new CC appear to be a waste of time. The Premier did not ever recognize the card. Not sure what I am going to do now, but I think I have a new Premier AND a perfectly functioning HD.

    Is a wait and see approach the best at this point?
     
  16. Jan 20, 2011 #996 of 1485
    RTPGiants

    RTPGiants New Member

    109
    0
    Mar 12, 2007
    Durham, NC
    I think I might approach it from the non-Tivo angle. Since TWC's own equipment also has problems, I'm probably going to see if they can fix that. If so, I suspect Tivo problems will resolve. I'll let them do a roll for that.
     
  17. Jan 21, 2011 #997 of 1485
    dlfl

    dlfl Cranky old novice

    7,005
    19
    Jul 6, 2006
    Near...
    I agree -- RDC/FDC issues are probably not your problem. I just noticed they seem a little high/low compared to typical values. The large variation you are seeing does seem unusual to me. Mine are steady for weeks at a time and only vary a few dB even over many months.
    All these numbers look good. QAM256 is just the type of modulation.
     
  18. Jan 21, 2011 #998 of 1485
    clcbmason

    clcbmason New Member

    15
    0
    Sep 16, 2007
    Chapel Hill NC
    Just called Tivo and they said they have not heard anything. Called TWC and they said the have called Tivo and they are working on it. Is anyone working to resolve this?

    In the meantime, I have what I think is a perfectly functioning Series 3 and a replacement Premier. Which one do I have the CC put into today? The premier to see if it works, or the Series 3 to confirm that the ESPN crash is legit?

    How much is DirecTV again?

    Talked to a CC guy at TW and he said they are working on it, but they are confused as to what caused it and why it happened in such a confined radius.
     
  19. Jan 21, 2011 #999 of 1485
    notting

    notting Member

    66
    0
    Dec 15, 2005
    Chapel Hill, NC
    The troubleshooter in me says put it in both just to get more data - to confirm the issue on Series 3, and see if it persists on Premiere. Whether the tech has the patience for that is another matter, and it's not worth opening up the Premiere if it's still in the box just for that.
     
  20. stevesdigi

    stevesdigi New Member

    1
    0
    Jan 1, 2011
    Got new HD TIVO and called TW for cablecard and TA. Installed on Thurs, guy came back on Fri and said it would take 24hrs to start working. Sat morning TIVO said it had updated cablecard and I rebooted - still no SDV but all else was good. Got a tech to come out on Thurs and he called in to get the TA authorized and all works good now. Only took a week!

    Now if the internet only worked as it is supposed to ... I sure miss my VERIZON FIOS, it's not available here - sigh!
     

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