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Tuners 5 and 6 Not Authorized

Discussion in 'TiVo Roamio DVRs' started by speedy2, Aug 25, 2013.

  1. Dec 31, 2013 #801 of 1187
    sbourgeo

    sbourgeo Hepcat Daddio

    7,442
    0
    Nov 10, 2000
    New England
    I was having problems getting my cable package upgraded after multiple tries with the Comcast overseas CSRs and emailed Comcastcares_support@comcast.com last Thursday with a description of my problem and the name, phone #, and address on my account. I got a call from a local Comcast rep the following day and he set me up with a good deal on a TV/HSI promo package good for the next 12 months.

    Of course, I tried calling the 877 cable card number today to move the cable card from my TiVo HD to my new Roamio and gave up after being on hold for an hour. :(
     
  2. Jan 2, 2014 #802 of 1187
    PaperFriend

    PaperFriend New Member

    40
    0
    May 31, 2011
    Texas
    I just exchanged my 800 cable card for the 801 and it has the same OS. Got it paired and I am once again getting V58 errors on one of the tuners. Any advice? Only time I don't have that error is if I disable one of the tuners.
     
  3. Jan 2, 2014 #803 of 1187
    tatergator1

    tatergator1 Active Member

    1,523
    6
    Mar 27, 2008
    Columbus, Ohio
    Your case is pretty well documented. 1.5.2_F.p.3001 is usually only reliable for 5 tuners. Until Comcast upgrades the CableCard firmware in your geographic region, limiting your Pro to 5 tuners is you best bet for a V58-free experience.

    Some have been able to work themselves high-enough in the Comcast hierarchy, or manage to get in touch with local top-level technicians who were willing to upgrade the firmware for that individual user. This is a big YMMV situation.
     
  4. Jan 2, 2014 #804 of 1187
    PaperFriend

    PaperFriend New Member

    40
    0
    May 31, 2011
    Texas
    What is the new version name so I can ask for it?
     
  5. Jan 2, 2014 #805 of 1187
    KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    "usually"

    Is there any consensus on how often, or where geographically, it turns out that this firmware works %100?

    I only ask because I have that firmware on Comcast in the Philly suburbs, and I've been on 6 tuners without a single error for about a month now. [I've probably caused a million problems for myself by just mentioning that. :) ]
     
  6. Jan 2, 2014 #806 of 1187
    tatergator1

    tatergator1 Active Member

    1,523
    6
    Mar 27, 2008
    Columbus, Ohio
    Not that I'm aware of. If you look back far enough in this thread, you'll find a post by TivoMargret discussing the various past firmware builds and what you can expect. Initially, it was thought that PKEY 1.5.2_F.2801 or higher was enough for 6 tuners. However, through reviewing logs of customers with problems, PKEY 1.5.2_F.2801 and PKEY 1.5.2_F.3001 could still be found to cause issues with getting all 6 tuners.

    The best bet is PKEY 1.5.3_F.1101, the most current firmware with a build date in June 2013. There was also one other build, PKEY 1.5.3_F.0601 that works in all but a few very rare instances, IIRC.
     
  7. Jan 2, 2014 #807 of 1187
    HazelW

    HazelW Member

    284
    0
    Dec 6, 2007
    No. Va
    I got V58 with 5 tuners, although it worked for a few weeks. I'm now on 4 tuners
     
  8. Jan 2, 2014 #808 of 1187
    jntc

    jntc New Member

    114
    0
    Dec 5, 2013
    I've got till tomorrow to return/cancel my tivo's. I'm going to be doing so, as I can't take the errors anymore. I've set my roamio down to three tuners and am still getting v58 errors. I've swapped cards, swapped tivo's, swapped mini's and bought a bunch of other stuff, new HDMI cables, splitters, terminators, a POE, barrel connectors, and still am being plagued.

    My neighbor has a Ceton HTPC and has -my- cablecard in it (I have his at the moment) and I am getting v58's on his. He is tuned in to all six tuners on mine, and has had zero errors for the last two days, while I've had a large number of v58's on his card in my Tivo.

    Yesterday, I started getting v52 and v53 errors as well, according to Tivo, all my signals are good to go. Now they tell me to put in another splitter between the tivo and wall.

    These, among other problems (mini's dropping audio and video sporadically) have put a very sour taste in my mouth and my family is just plain fed up.

    I really did want this to work, but I guess I'm just not that lucky.

    Good luck to all of you!
     
  9. Jan 2, 2014 #809 of 1187
    jntc

    jntc New Member

    114
    0
    Dec 5, 2013
    Just had another 'chat' with Tivo support.

    His solution to the v58 'temporary errors' to 'power cycle the roamio and mini's' did not help :(

    Oh, and he -as with all the others I've spoken to - have not heard of these issues or the cablecard firmware issue. I guess TivoMagret doesn't share with them?

    This was the first this tech ever heard of a 'v58' error.
     
  10. Jan 2, 2014 #810 of 1187
    nooneuknow

    nooneuknow TiVo User Since 2007

    3,554
    0
    Feb 5, 2011
    Cox Cable...
    TiVo's outsourced support center is a separate entity contracted to provide support. As we have all either observed, or read about, TiVoMargret appears to be a true TiVo employee of the real TiVo company, privy to many things that apparently the call center is not made privy to.

    She often actively admits there are problems, while the call center is telling everybody that there is no known problem with an issue.

    Example: The recent TiVo service outages that the CSRs denied any knowledge of, while TiVoMargret was tweeting and posting it was a known issue, on their end, and it was being worked-on. The CSRs just kept on denying anything was wrong (and blaming the customer and/or customer equipment, such as routers and switches).

    TiVo needs to get their "support" provider "in the loop". At minimum, they should all be required to have, and use, the product. It is clear to me that many of the CSRs know nothing about the product they are supporting, beyond what their scripted "system" tells them what to ask, and what to say.

    TiVo makes themselves look bad, when the left hand doesn't know what the right hand is doing. While TiVoMargret has been a godsend for many of us, she's also exposed that the call center is only repeating canned answers that they are given, and often these canned answers are far from reality, or are woefully unhelpful.
     
  11. Jan 3, 2014 #811 of 1187
    jwbelcher

    jwbelcher New Member

    489
    0
    Nov 13, 2007
    Orlando, FL
    If you bought directly from TiVo, they'll usually extend your return period an extra 30 days. I was in the same boat as you a few months ago. I bought from Bestbuy and their 15 day return period was approaching. I returned, then waited a few months and then bought direct from TiVo once a fix for my major issue was in the works (black screens). Give it some time for the CableCARD FW update to rollout and perhaps we'll see you again.

    Best of luck
     
  12. Jan 3, 2014 #812 of 1187
    HarperVision

    HarperVision TiVo's Italian Cuz!

    5,275
    3
    May 14, 2007
    Paradise...
    I've reported that exact thing for months now! :rolleyes:
     
  13. Jan 3, 2014 #813 of 1187
    jntc

    jntc New Member

    114
    0
    Dec 5, 2013
    Yep, all my tivo's are being returned tonight and service cancelled. I called Tivo today to try and extend my 30 day MBG and they said since I didn't buy them from them, they could not extend the MBG. I asked them if they would rather try to work through the issues for another thirty days, or lose all my money. They chose the latter. So, I doubt I'll be back, but who knows, I'll have to see who I dislike less in a couple of months, Comcast or Tivo.


    Tried calling Tivo again - they agreed to extend my Money Back Guarantee another 30 days. I've just swapped another new cablecard, same firmware and all, and re-paired.

    I spoke with another Tivo 'support' rep who advised me to try and put in another splitter between feed and Roamio and to put my tuner count back to 5 and to give this a shot.

    We'll see what happens, I have until the 31st of Jan to return this stuff to Best Buy, so I'm going to be giving the corp cust svc office a call to see about firmware upgrades to the card. (The Comcast rep on the dedicated cablecard line said that there was a known issue with the 6 tuners, and that they were 'working' to get the new firmware out, but had no date)

    'Eugene' from Comcast corp offices called me yesterday while I was out and left a message. I have a call back in to him, so we'll see what he says.

    I can't believe that there are only a handful of us with these issues that appear to be rather consistent with each other and yet, there is no reason as to why. I've had my cable runs tested, and all are optimal with good compression fittings. My PHY RX and TX are in the 280's which is supposed to be darn good.

    After putting in the new splitter a few moments ago, the SNR's dropped to around 35 and power to about 88% (from ~39 and ~97%) I don't understand why reducing the SNR would help, but at this point, I'll try anything. I've even danced around in circles chanting "Greetings to the Tivo Gods!" three times.
     
  14. Jan 3, 2014 #814 of 1187
    jwbelcher

    jwbelcher New Member

    489
    0
    Nov 13, 2007
    Orlando, FL
    Got to love playing CSR roulette! Hopefully Comcast will have an update by then. There are several folks saying January / early 2014 for the Comcast. The only downside is you'll have to hear the agony from your fam for another 30! :)
     
  15. Jan 9, 2014 #815 of 1187
    gsenia

    gsenia New Member

    3
    0
    Aug 3, 2008
    Go to twitter and tweet @comcastcares and let them know you are having this issue with the Roamio 6 tuner. They will work with you to get the cablecard firmware upgraded.
     
  16. Jan 9, 2014 #816 of 1187
    Ryan Nelson

    Ryan Nelson New Member

    17
    0
    Jan 31, 2011
    I finally got a cable card from Charter last week with firmware 1.5.2.3001.
    Charter couldn't get my cablecard to update no matter what they did. Finally they took my card back to their central office, updated my firmware using another Roamio (their test unit) and then drove the card back to my house.

    I consistently only had 4 tuners with 1.5.2.1401. With 1.5.2.3001 I have 6 reliable tuners, but the tuning speed is very very slow (like 5 seconds) and I occasionally have turned the TV on and had "This channel is temporarily unavailable. Press SELECT to try tuning to this channel again. Contact your cable provider for more information". When I press Select, the channel does indeed tune though. I need to check to see if I'm missing recordings due to tuning issues.

    I was told any 1.5.3.xxxx was not authorized to use on Charter's system yet. They finally admitted that have two tuning adapters was bogus, and they removed one. I have checked and the firmware in the tuning adapter itself is higher than what Tivo recommends.

    If anyone in Birmingham, Alabama is having issues with obtaining the updated firmware from Charter I can get you to the area supervisor who at least helped me - although very slowly and not very responsively.
     
  17. Jan 9, 2014 #817 of 1187
    jwbelcher

    jwbelcher New Member

    489
    0
    Nov 13, 2007
    Orlando, FL
    I assume your using a Tuning Adapter. This error usually only occurs on SDV channels when a TA is used to tune a channel. This error will generally only occur after long periods of inactivity. Your Tivo does request the channel be tuned again to prevent a recording failure. Its expected behavior and should be a non-issue for you.
     
  18. Jan 9, 2014 #818 of 1187
    jhnversion1

    jhnversion1 New Member

    12
    0
    Oct 25, 2013
    I currently have the 4 tuner roamio and have been V52/V53 errors on one specific tuner every time (Tuner 1). Has this been happening to anyone else? This error happens and then goes away eventually.

    I just find it strange the error always occurs on Tuner 1. The other tuners are working just fine.:confused:
     
  19. Jan 9, 2014 #819 of 1187
    sbourgeo

    sbourgeo Hepcat Daddio

    7,442
    0
    Nov 10, 2000
    New England
    Similarly, I sent an email to Comcastcares_support@comcast.com a couple of weeks ago explaining a problem I was having getting an issue resolved along with the name, address, and phone number on my account. Someone local from Comcast called me the next day and helped me get everything worked out. Highly recommended! :up:
     
  20. Jan 9, 2014 #820 of 1187
    shrike4242

    shrike4242 Member

    276
    0
    Nov 30, 2006
    Saint Louis, MO
    First off, I'm the St. Louis, MO area.

    I've had nothing but issues with trying to get either of the two Motorola CableCards from my S3 that my Roamio Pro is replacing, as I spent two hours on the phone with multiple reps from Charter and none of them could get them to pair the card to my Tivo. I didn't even get to the point to trying the channels, as they could never pair the cards nor do any firmware upgrade on the cards.

    The cards were running 2.65 firmware, which seems to be insufficient for supporting 6 tuners on my Roamio Pro, though trying to find a replacement card from Charter is looking like trying to find hens' teeth. I turned in those two cards on the thought that they weren't usable for my Roamio Pro.

    I went to a local customer support office and they didn't have cable cards nor another location, as they checked via IM from a rep they knew in that other office. I think I may just go directly to call their local corporate office and see if I can find someone there that can address my concern and get me what I need.
     

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