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TWC and Roamio: Black screen on popular shows?

Discussion in 'TiVo Roamio DVRs' started by BrianMundt, Sep 1, 2013.

  1. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
    Hmmm. Interesting. Thanks for sharing. Looks like I was given the wrong information twice then!
     
  2. CoxInPHX

    CoxInPHX COX Communications

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    Prior to the FCC Mandate which took effect August 8, 2011 (and was postponed to Nov, 2011) , the Cisco SDV Tuning Adapter with a Firmware prior to FLASH: STA1.0.0_1520_LR_F.1402 did only support 2 Tuners. So perhaps that is where the confusion come in.

    http://hraunfoss.fcc.gov/edocs_public/attachmatch/DA-11-1373A1.pdf

    Although the FCC provision only specifies 4 Tuners, most all Cable Cos have updated to support 6 Tuners.
    "Operators also must ensure that retail devices can tune at least four simultaneous channels, or as many switched digital channels as that operator¬ís most sophisticated operator-supplied set-top box, whichever is greater."​
     
  3. BrianMundt

    BrianMundt New Member

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    Cool. Thanks for the link. I actually printed this out for my followup tech visit on Monday. When the previous tech told me that it was limited to two simultaneous tuners, I told him that I thought four-tuner functionality had been mandated by the FCC, but he told me I was mistaken. Guess not!
     
  4. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
    So, again, like clockwork, my signal went out just before Breaking Bad. I called and spoke to a woman at the CC hotline, who told me that it definitely is a capacity issue. I asked what I could do to make sure that this doesn't happen again, and she said, "you could get a TWC DVR."

    Uh yeah... I think that's what they call a monopoly.

    Unbelievable. TWC has to be the worst company I've ever had the misfortune of working with.

    I'm on hold right now trying to get a substantial discount on my monthly bill. In total, I've spent six hours on the phone (five weeks in a row of service calls) and four hours supervising the tech that came to my house and screwed things up. So, I'm out ten hours of my life and I'm paying through the nose to lose that time.
     
  5. Smirks

    Smirks .:. Hello .:.

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    Does TWC have any sort of executive customer service? I think it's time to go there if they do. If not, email the TWC CEO, or SVP of your region, or someone with power. Seriously. Someone'll see it and get the ball rolling.
     
  6. jwbelcher

    jwbelcher New Member

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    Tivo should be working with Cisco / Motorola to troubleshoot these TA / SDV errors. However, after being sued for patents, these vendors maybe less willing to work cooperatively. We'll be stuck with these errors until these two figure out how to work together.
     
  7. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
    Thanks for the feedback guys. I looked and I can't find the number or contact info of a higher-up. Anyone have any good contact information?

    A few months ago, I spoke with a woman at the CC hotline. I asked about a discount for all my troubles, and she said that my calls were being saved on my file and that, when I finally got things fixed, they'd give me a substantial discount. This same sentiment was echoed when I went in to TWC to handle a billing mistake two months ago.

    So, fast forward to last night. Completely fed up, I asked the CC tech to transfer me to billing, and she told me she couldn't. Instead, she gave me a number to call. After an hour of sitting on hold, I just gave up and called back. Strangely, the second time, I managed to speak to someone within minutes.

    Long story short, I'm screwed. Though they have record of my repeated calls (dozens and dozens in the last few months), they only gave me $20 in credit for one month. That's $20 for almost eight months of constant trouble.

    They explained that I needed to call the billing department every single time I have issues with my CableCard, which at this point is two or more times a week.

    To sum things up, in addition to calling the CC hotline waaaaaaay too often, now I have to make a followup call to the billing department, which kept me on hold for an hour. I calmly explained that logic to the billing support rep, but she didn't seem to get it.

    Ughhh.

    So, I have a tech coming out to the house in about two hours. I'm sure it's going to be more of the same confusion, so I'm not very hopeful. I'm just going to have him raise the RDC level so they don't have any more excuses. Maybe when they run out of "explanations" I'll finally get somewhere.

    Truthfully, if my issues were as simple as calling the CC hotline once every three months or so, I'd be fine with that. But, when the issue can be recreated every single week, like clockwork, that should point to a very specific, very real problem that should be easy to identify and fix. They don't seem to be interested in doing that.

    It's incredibly frustrating when you can get an admission of the issue and be told there's nothing they can do.
     
  8. Smirks

    Smirks .:. Hello .:.

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    Oct 7, 2002
    Try the folks listed here, including the Glenn Britt (the CEO):

    http://elliott.org/contacts/time-warner-cable/

    Alternate email for Mr. Britt (found on a different site): glenn.britt@twcable.com
     
  9. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
  10. HarperVision

    HarperVision TiVo's Italian Cuz!

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    Paradise...
    By "capacity" I assume you mean too many people tuning to the same show? If so, how would getting one of their DVRs fix that issue? It seems as if what I said on another thread about them intentionally sabotaging cable card users may just have some validity!
     
  11. TiVoMonkey

    TiVoMonkey New Member

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    The Jungle
    That's not how SDV works at all. SDV is a bandwidth saving tool so that they can add more channels to each viewing area by not streaming channels no one is watching. If someone in your viewing area is already watching Breaking Bad, they have already allocated the bandwidth for it. A million people in your viewing area could watch Breaking Bad because it's already on an assigned QAM channel. Just like a regular non-SDV channel.

    The only way the screen would be going black because of SDV doing that would be because Breaking Bad is NOT popular enough and everyone in your viewing area tuned away from AMC right when it started and your didn't tune it in time.

    If at least one person is tuned to it and got the stream to start, it will be there until the last person tunes away from the channel and on one else tunes to it within 3 minutes.

    SDV may be breaking the TiVo tuning in a different way, but it's not because a show is too popular. That is the whole idea behind SDV, to serve the most popular channels and clear out the bandwidth of the channels no one is watching. Only the fringe channels that barely anyone watches will ever get pruned and possibly have no QAM channel to be assigned to.
     
  12. HarperVision

    HarperVision TiVo's Italian Cuz!

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    Paradise...
    OK thanks for the explanation. I don't have time to research now but I will to get a better handle on it. Do you have any links to validate? That'll make it a little easier for me. :)
     
  13. CoxInPHX

    CoxInPHX COX Communications

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    Jan 14, 2011
    Phoenix, AZ
  14. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
    I'm not too familiar with the workings of SDV, but I can communicate what I was told by the CC hotline, whether or not there's any truth to it.

    In short, they told me that their network was having difficulty handling the large amount of requests for the channel (in this case, AMC), and that the only thing I could do was to rent a TWC DVR.
     
  15. jwbelcher

    jwbelcher New Member

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    If that's the case, you should file a complaint with the FCC. Treating CableCard+Tuning Adapter different from a Two-way receiver would be akin a prioritizing TCP/IP packets to punish you for using another service provider for VOD (E.g. Netflix). Think net neutrality regulation (although its probably not legally the same). If true, its complete B.S.
     
  16. HarperVision

    HarperVision TiVo's Italian Cuz!

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    Paradise...
    Now that's more the way I understood it to work and the gist of what I was getting at earlier. Oh well, time for more research.
     
  17. jwbelcher

    jwbelcher New Member

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    Orlando, FL
    The problem with the theory is that your TWC box must request the SDV channel the same way as the tuning adapter. SDV channels are switched no matter the platform. If was a throughput issue, the TWC box should have the same results unless they prioritize their box over yours. However, once the channel is being pumped into your neighborhood, any STB can access it once it knows the frequency its being broadcasted. The only difference between their box and Tivo is that their box has 2-way built-in. Their box even has a built in Cablecard (which the FCC required to ensure interoperability). Apparently, the FCC got it right, if you dont make Cable Cos eat their own dog food, as in the case of the tuning adapter, the consumer gets screwed by an unfair playing field.
     
  18. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
    I called for clarification. They stated that they needed to "prioritize access for their paying DVR customers." Guess my $150/month doesn't cut it.

    Again, I don't want to say definitively that this is the case. This is just what I'm being told.
     
  19. TiVoMonkey

    TiVoMonkey New Member

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    The Jungle
    Once the SDV channel is assigned a QAM, there should be no tuning issues. A tuning issue would only come into play if people were trying to watch other channels than the ones already assigned QAMs. And there was a capacity issue at the server that is taking tune requests and finding QAMs for the channels.

    Using a TWC cable box would not help with that. The customer service person you talked with has no more of an idea how SDV works than you do. Especially since they suggested that.

    My TiVo Premiere has this same issue too, always has had it. I don't see how it would be an SDV capacity issue, as I have the blank recording problem at all different times, and unauthorized channel problems all the time. If I tune away and tune back, it is usually fixed.
     
  20. BrianMundt

    BrianMundt New Member

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    Sep 1, 2013
    Well, there's something going on. Both of my TiVos go out at roughly the same time (between 5-10 minutes before the start of Breaking Bad). TWC-supplied DVRs work perfectly.

    My friend, who lives about 20 miles from me, has a new Roamio as well as TWC DVR. Guess what? He has the issue with his Tivo but not with the TWC DVR. His TiVo demonstrates the exact behavior as mine.

    I've struggled with the blank screens, channel not authorized errors, V52/V53 errors, etc. However, I've never had an issue that's so predictable. It's like clockwork, every single week. And it's not just an isolated issue. That's the only thing that leads me to believe it's a capacity issue, as the CC tech suggested.
     

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