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Trouble with TiVo, CableCARD and Charter...any ideas?

Discussion in 'TiVo Roamio DVRs' started by ckelly33, Aug 27, 2013.

  1. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    I've had a TON of issues trying to pair may CableCARD with Charter. I've tried 5-6 CableCARDs, a dozen or so calls, and a Charter tech service call. Nothing helps. I have two other TiVo's (both Premieres), and I compared the CableCARD screens to one another. I found quite a bit of difference between the 'Conditional Access' screens of the activated Premieres and the struggling to activate Roamio - but I have no idea how to interpret what the issues is.

    On that screen (Conditional Access), my Premieres show a fully populated screen where my Roamio only shows the first few lines (it ends with auth and con).

    Like I said before I have tried multiple CableCARDs and it is always the same. CableCARD installs have always been painful for me with Charter. This time seems worse!

    A couple of other 'finds' are that testing channels via the cable card menu shows "No Channels Available" and a black screen. Testing channels via the tuning adapter menu shows channel info (and has the ability to scroll channels) but still has the black screen. Interestingly, when I remove the tuning adapter, the ability to scroll channel information via the cable card menu returns but there is still a black screen.

    Going into the tuning adaptor menu shows OOB errors, PSOC(?) failures and Init fail - but the amber light on front is solid and does not flash.

    Any idea from all of this information what the issue is? Is it the TiVo box? CableCARD (x5)? Could a bad tuning adaptor be the issue?

    Thanks.

    Chris
     

    Attached Files:

  2. sbiller

    sbiller Active Member

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    May 10, 2002
    Tampa, FL
    What sort of signal level are you getting on the Premiere and/or Roamio screens? With so many boxes not working I would guess signal integrity problems. Have you tried a generic cable operator box on the same coax to make sure it works? Personally I've had very few CableCARDs go bad. The CableCARD(s) should work without the Tuning Adapter for non-SDV channels. Also I suggest not using the Tuning Adpater as the pass-through to the TiVo box(es). Use a 2-way splitter with one output going to the TA and the other output to the TiVo.
     
  3. Ryan Nelson

    Ryan Nelson New Member

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    Jan 31, 2011
    This is the only thing I'm dreading about getting a Roamio. It took literally months and a dozen cable cards to get my two Premieres to work with Charter a couple of years ago. It was brutal to the point that I refused to pay my bill until they got it working. They finally brought a whole handful of cable cards at one time and managed to get two to sync up. Once it all got sorted its been fine ever since - seems like they can not understand cable card activations. Many cards do not work and they just put them back in the pile for the next installer to try - at least that is what I was told. Please let us know how your issue pans out even though I'm of no help. Maybe some sort of tuning adapter issue in your case - been there too - they replaced multiple times but I do not think they were ever part of the problem.
     
  4. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Would that be the SNR? looks like 16
    I had a Premiere in the same spot prior to the Roamio and it worked fine. Maybe you misuderstood and thought I had tried multiple DVRs (or maybe I am misunderstanding and you are saying that multiple boxes on these threads are having issues (?)
    Don't have one to try (though my Premiere worked there last week). I am reluctant to move ANY of my TiVo's once they get working. It is always such a pain to get them paired.
    All of my TiVo's have worked for years hooked up 'wrong' but I did see Charter's diagram last night involving the splitter and I tried that too. No dice.

    Is my SNR bad at 16?
     
  5. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Will do. I am sure that it is on Charter's end. I actually bought a Premiere 4 3 weeks ago and 2 minis. CableCARD was a pain then too. The only reason I got a Roamio was because I had 30 days to cancel my Premiere and return it. I don't usually do stuff like that but I figured with Lifetime service I would kick myself later for not swapping out when i could.

    Going to Charter today to pick up a CableCARD, and a tuning adapter. If that doesn't work, TiVo has already agreed to ship a replacement, SURELY between two TiVos, multiple CableCARDs and two tuning adapters SOMETHING will work!!!
     
  6. lpwcomp

    lpwcomp Active Member

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    May 6, 2002
    John's...
    What model Roamio do you have?

    SNR is Signal to Noise Ratio. I believe that sbiller was asking about "Signal Strength".
     
  7. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Signal strength doesn't give a value (maybe because the card isn't fully activated?).

    Could it be the tuning adapter since there are so many errors reported? I looked at one of my other TAs on a working TiVo and they haven't had an error since February.

    Sent from my SCH-I545 using Tapatalk 4
     

    Attached Files:

  8. lpwcomp

    lpwcomp Active Member

    8,081
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    May 6, 2002
    John's...
    What model Roamio?
     
  9. sbiller

    sbiller Active Member

    1,915
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    May 10, 2002
    Tampa, FL
    SNR level of 16 sounds really bad... that is likely the source of your problem. I think it needs to be in the 30's. I'm looking for the reference levels on TCF or over on the TiVo Support docs now...
     
  10. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Plus.

    Sent from my SCH-I545 using Tapatalk 4
     
  11. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Thanks. I would love to know if that is the issue!

    Sent from my SCH-I545 using Tapatalk 4
     
  12. sbiller

    sbiller Active Member

    1,915
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    May 10, 2002
    Tampa, FL
    Your SNR is too low...

    See this support article for details.

    http://support.tivo.com/app/answers/detail/a_id/150/kw/Signal%20Level

    At this point I would point to a Charter problem. A technician should be able to measure the signal levels at the coax going into the TiVo and/or TA.

    Note: I did have an internal front-end tuner go bad on one of my Premiere XL4s. Since you've tried multiple boxes I would think that rules out the TiVo box.
     
  13. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Cable card snr is 39. The snr I quoted initially was to tuner 1.

    Learn something new everyday!

    Sent from my SCH-I545 using Tapatalk 4
     
  14. Jed1

    Jed1 Active Member

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    Jun 18, 2013
    Frackville, PA.
    I have been communicating with ckelly33 by PM and it looks like the problem is a good old fashioned signal issue. He has a long underground cable run to the man cave and this maybe the issue. His OOB frequency is good but has no signal on the higher frequencies where the digital channels are carried.
    The picture posted before shows RF channel 77 which is virtual channel 4.
    http://www.tivocommunity.com/tivo-vb/attachment.php?attachmentid=19442&d=1377619542
     
  15. barrett14

    barrett14 New Member

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    Aug 20, 2013
    I am having an issue with my cable card. A charter tech is coming out tomorrow.

    Should I tell him to check the signal out of the wall?
     
  16. Jed1

    Jed1 Active Member

    1,262
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    Jun 18, 2013
    Frackville, PA.
    Yes! He should check it the demark box and at the outlet feeding the TiVo. This should always be done as it will prevent a truck roll for a signal issue. It would be lazy not to.
    If the signal is poor at the demark box then he should check the levels at the tap and make any necessary repairs before messing with the cablecard.

    If you are not familiar with CableCard screens and where to get the information that is needed here is some links to help.
    Accessing the CableCard MMI screens:
    http://support.tivo.com/app/answers/detail/a_id/2567
    Motorola Troubleshooting screens:
    http://support.tivo.com/app/answers/detail/a_id/2569
    Cisco/SA Troubleshooting screens:
    http://support.tivo.com/app/answers/detail/a_id/2571
    Use the CableCard diagnostics and the DVR diagnostics screen on the TiVo to troubleshoot

    If there is no box that pops up and states a cablecard error code then there is no need to replace the card. The box will cover at least two thirds of your screen and have error code with a number after it. You will either have a signal issue or the card is not authorized for the headend, the numbers are incorrect in the customers account, or channels are not authorized in the customers account.
    Get TiVo on the phone while the tech is there if necessary.
     
  17. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Thanks to Jed1, I DID notice a VAST difference in signal quality between the two locations. I assumed I would get my new Roamio running by moving it to the area with the much improved signal level, so I did.

    What I discovered was that the new Roamio, when placed in an area with a signal of around 90 with my Premiere XL, showed no signal at all. Must have a bum TiVo I guess(unless the cablecard can do that)
     
  18. Jed1

    Jed1 Active Member

    1,262
    18
    Jun 18, 2013
    Frackville, PA.
    Try my suggestions in my last PM first. If no change I would have to agree about an issue with the TiVo. If a charter tech shows up I think it would be a good idea to get TiVo on the phone if the levels on the tuners do not improve. They might agree to an exchange at that time. Do not be afraid to email Margret and see if she can help.
     
  19. lpwcomp

    lpwcomp Active Member

    8,081
    2
    May 6, 2002
    John's...
    This may not be your problem, but there is a known issue with some CableCARDs and some TAs supporting only 4 tuners.
     
  20. ckelly33

    ckelly33 Member

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    Oct 29, 2004
    Yesterday I moved my TiVo/CableCARD which was getting no signal over to an area with another TiVo which had a signal of 90 and put the new (signal-less) TiVo in at that spot, but it had no signal still.

    Today, I went back to the original (signal-less) spot. I took the CableCARD out of the Roamio and put it into my old TiVo which I bought the Roamio to replace. I put it back in the 'signal-less' spot and plugged it in. Once it booted up, I had TV again and the signal was 90.

    So...since the CableCARD works and the signal is strong in that area the only suspect left is the Roamio. I guess I have a bad Roamio unit.
     

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