Adelphia refusing to install CableCARDs in S3 TiVO

[glee_hokie]

I called Adelphia today to confirm they have CableCARDs available at the local office. They said no problem, it's a $25 fee for a technician to come out and install. I mentioned that the install was in a TiVO and they responded that they are not allowing CableCARDs to be installed in TiVOs. When I asked for an explanation they said this was due to the possibility of the cards being destroyed in the TiVO. I asked to speak to a manager and was passed on to the Floor Manager in the Orlando call center and he confirmed that this was the case, however, he refused to give me this information in writing saying that this is a local policy and that I would have to go into my local Adelphia office in order to get this in writing. I plan to do this in 2 days when I will be near my local Adelphia office.

Has anyone had issues with getting CableCARDs for the S3 TiVOs on Adelphia? Does anyone have any suggestions for me? I'm not planning on purchasing an S3 until I am able to get the CableCARDs or at least have someone at Adelphia agree that they can be installed.

[stekson]

Not sure if would help at all, put perhaps send them the CableLabs certification for the device to let them know that it shouldn't be a huge problem? I think most of us are running into some hesitation from these cable companies.

[Dan203]

Check out this post...

http://www.tivocommunity.com/tivo-vb/showthread.php?p=4362761&&#post4362761

Dan

[stekson]

Going off Dan's comment, I really wish TiVo would have a number or web link or something for cable represenatives. When I called they were absolutely clueless and I did my best to explain everything... TiVo! Help us out here!

[TiVoJerry]

This is the type of situation we'd like to capture the details of. If you wouldn't mind, please go to the TiVo CableCARD Feedback form (http://www.tivo.com/series3hdDvr_cc.asp) and let us know about this experience. The information filed there will be reviewed and likely followed up on. If you have contact information for your provider, please include it.

This feedback form does not collect your personal information and is not intended to provide technical support. It is for data collection in the hopes of improving future experiences for CableCARD customers. Hopefully we can put your feedback to good use.

[wdave]

This feedback form does not collect your personal information...
The form collects TiVo Service Number. Isn't that a link to personal information? Not that I care, as I'd be happy to identify myself, but I'm just pointing that out.

[stekson]

This is the type of situation we'd like to capture the details of. If you wouldn't mind, please go to the TiVo CableCARD Feedback form (http://www.tivo.com/series3hdDvr_cc.asp) and let us know about this experience. The information filed there will be reviewed and likely followed up on. If you have contact information for your provider, please include it.

This feedback form does not collect your personal information and is not intended to provide technical support. It is for data collection in the hopes of improving future experiences for CableCARD customers. Hopefully we can put your feedback to good use.

I have tried using this form yesterday and today and I'm getting a 500 error every time... Cablevision of Morristown, NJ is acting as if they can only install on TV's, and said that they will send out a guy, but arent' sure if they can even install it, and if not i'm out of luck and have to pay the 40 dollar fee anyways... 973-398-5757 is the number for them

[colforbin13]

The form collects TiVo Service Number. Isn't that a link to personal information? Not that I care, as I'd be happy to identify myself, but I'm just pointing that out.

TSN isn't a required field on that form, so if you're not interested in identifying youself, you don't need to.

[cheerdude]

Just called Adelphia (the 888 number) and pushing the required selections, got to a CSR.

Ordered HD and scheduled an installation on Saturday morning for 2 Cable Cards. No problems... the only question that the CSR had was that if I wanted to replace my Digital Box (no I didn't).

Except for a $25 installation fee (Why oh why can't we do these on our own?), it was easy.

[jsmeeker]

This is exactly what I expected out of the cable companies when I came to getting a CableCARD. At least TiVo seems to have a plan in place for dealing with this sort of crap.

[TiVoJerry]

The form collects TiVo Service Number. Isn't that a link to personal information? Not that I care, as I'd be happy to identify myself, but I'm just pointing that out.

That's not a required field, but can be helpful in providing us data about the provider in case the report does not carry that information. Many of the reports to be filed there will be from someone who doesn't even own the S3 yet.

Also, yes, in an unusual case we might elect to contact the owner of the unit via the contact info we have on file, but that is not likely to be necessary. We didn't want to collect name, address, or phone number because it might be taken as implying we'd be calling the person back to follow up on the report.

[cwoody222]

Adelphia?

You mean TW or Comcast?

[cfc]

I ordered the Tivo Series3 from Tivo.com on Tuesday with 2 day shipping. I went by the Adelphia of Loudoun offices just now to check on Cablecard availability, cost, etc. At first they said that they would only install a cablecard in TVs. I replied "You mean in any Cablelabs certified device". So she went in back for about 5 minutes and came back and said that they would install it, but that this would be their first one. (I had also given them a copy of the Tivo cablecard installation instruction sheet and two pictures (front and back) of the Tivo Series3). I told them they could keep the pictures and information sheet. She mentioned that the technicians had a meeting every Thursday and this would probably be shown and discussed at that meeting. Hopefully, this will make it easier on the next person asking for 2 cablecards for their Tivo.

My install appointment is Tuesday the 19th. Cost of 2 cablecards 1.75 for the first and 4.25 for the second for a total of 6.00 a month. Once its installed I'll see if they can lower the price or provide one multistream card when available.

Carl

[cheerdude]

Adelphia?

You mean TW or Comcast?

For here, it is still Adelphia. I know that it will change at some time .. but I don't know if we will be TW or Comcast.

[dbenrosen]

My install appointment is Tuesday the 19th. Cost of 2 cablecards 1.75 for the first and 4.25 for the second for a total of 6.00 a month. Once its installed I'll see if they can lower the price or provide one multistream card when available.

Carl

Should I even ask why the second card is more than the first? Is it similar to the $1.25 extra Cablevision charges me for the "additional outlet" of my second cable box that they already charge me for?

[bkdtv]

Should I even ask why the second card is more than the first? Is it similar to the $1.25 extra Cablevision charges me for the "additional outlet" of my second cable box that they already charge me for?
They think its for another TV. Pricing is based on outlets. You have one TV, you pay one price. You have two TVs, you pay a different, higher price.

The problem is that every TV so far has only supported one CableCard. The representatives don't understand that both CableCards go to a single TV with the Series3. The Series3 is the first product of any kind to support more than one CableCard, and many cable company reps just don't understand that yet.

[glee_hokie]

This is the type of situation we'd like to capture the details of. If you wouldn't mind, please go to the {URL removed} TiVo CableCARD Feedback form and let us know about this experience. The information filed there will be reviewed and likely followed up on. If you have contact information for your provider, please include it.

I tried this earlier today, but the form isn't working, I get a server error when I submit the form. I reported this to the webmaster about 12 hours ago but it hasn't been fixed yet.

[cfc]

I got home from work today and there was a message on my answering machine. They can not install 2 cablecards in a Tivo because they do not currently support Tivos. I called back (they gave a local number) and I got the CSR I had made the appointment with the day before. I tried to get a phone number for their technical department but they couldn't give me one. Tried calling the 888 number and tried to get a Technical Department, no luck. I called Tivo Support and put in a report and they will work on it. I even tried calling the regional and national corporate offices but their automated phone system kept transferring me to Comcast or Time Warner.

I finally entered a problem report at the Adelphia website. Hopefully, someone with the technical and management expertise will get it. It's getting a little frustrating. The good news is I don't have the Series3 yet. It's not sitting by my TV staring back at me...taunting me. :(

If anybody with Adelphia actually gets them installed, please post a message. Be sure to indicate where you are. Especially if your with Adelphia of Loudoun.

[bkdtv]

Call them back and quote TivoJerry:

"All major cable companies (MSOs) are required by the FCC's 'Plug-and-Play' order to provide CableCARDs to any customer using any UDCR (Uni-Directional Cable Receiver) device on CableLabs list of certified, verified or self- verified cable products. The TiVo Series3 HD DVR product is on this list."

Show them the list:

http://www.cablelabs.com/udcp/downloads/OC_PNP.pdf

Tell them you will file a complaint with the FCC and your local franchising authority.

Have Tivo step in on your behalf - there is a form you can fill out on the Tivo site to report problems with getting cablecards:

http://www.tivo.com/series3hdDvr_cc.asp

TivoPony (Bob Poniatowski from Tivo) went further:If you contact your cable company, and they say they won't give you the cards you want...call us.

When you call, explain that you need help getting cable cards from your cable company, and would like to speak to the HD Team.

They'll get on the line with you while you call your cable company, and they'll help explain everything to the cable representative.

[cfc]

Thanks,

I've tried that. She just kept repeating that she is not a technical person. She won't give me the phone number of a technical person or even the general phone number of of the local office. If I had been able to get the phone number of a manager or a technical person, I would have called Tivo and tried a 3-way call with them. As it is I don't think a Tivo person on the line would have done any good. I tried calling the Richmond regional office and the Colorado national office and their automated phone system kept trying to forward me to either Comcast's of Time Warner's automated phone system(could they secretly be one big cable company? They seemed to have the exact same phone system!) :)

I'm going to give it a couple days, at least til Monday to see if I hear anything from Tivo or Adelphia's email support. As a final resort I did notice the phone number of the local franchise authority on my bill. I could always see if they can do anything.

[Pab Sungenis]

I've tried that. She just kept repeating that she is not a technical person. She won't give me the phone number of a technical person or even the general phone number of of the local office.

Maybe she should give you the number of the closest FCC regional office.

Call back and insist on speaking to a manager. If she refuses, get her full name, and file a complaint.

[cheerdude]

Had a very positive expeirence with Adelphia installing my CableCards this afternoon.

Tech did show up about an hour and a half outside the 4-hour window, however I did get a courtsey call from Adelphia giving me a heads-up about that... so it wasn't all that bad.

When I told the tech that it was for a TiVo, he knew what they were but didn't know about the S3. He puts the first card in... and, at first, it gave an error. I went through some of the other screens (like diagnostics) and it started to give the S3 some fits.... not reboots, just weirdness. When I got back to the initial CC screen (the one with the picture of the CC slots) and then went back into the info screen, all was good.

Same thing happened with CC #2, so my guess is that it just takes a little bit of time to get the CC initialized and running.

Tech called into CS with the information needed ... and was told that this wasn't the first S3 in the area installed; someone had 2 S3s (total of 4 CCs)! Installation was done and I tested out some of the channels... some came through no problem, others weren't fully done yet.

Tech left and I re-did GS with no problems. I am away from the S3 currently but will try out some things and see what I can see.

[Roderigo]

Installation was done and I tested out some of the channels... some came through no problem, others weren't fully done yet.

Tech left and I re-did GS with no problems.
I wouldn't let the tech leave until you make sure you're getting a good sampling of channels (analog, digital SD, broadcast HD, premium HD). Some techs will just test a broadcast HD channel, which more often than not isn't encrypted. So, if they don't have all the correct authorizations set up on your account, you may not get everything you're supposed to.

[cfc]

My Series3 came today. Saw the UPS in my condo parking lot and waited for it to stop at my entrance. It just went by. So I actually start running after it!!! It stopped at another entrance and I asked if he had a package for my address. He did, but it didn't list my unit number! But he did give it to me. Went inside and set it up.

Called Tivo and activated it and transferred my lifetime service.

Then I took a deep breath and called Adelphia. This time I selected "Add new service" and asked for two cablecards. When I mentioned that it wasn't for 2 TVs but for a Tivo, she asked if I had talked to customer support to see if that would work. I just said, "Yes, It will work." I got transferred to the guy who schedules cablecard installs and had no problems making an appointment.

I'm now scheduled for Friday the 22nd between Noon and 2PM. The truck roll will be $25 dollars and each card will be $1.75.

Something could still go wrong, but now I'm hopefull.

[Televisionary]

For here, it is still Adelphia. I know that it will change at some time .. but I don't know if we will be TW or Comcast.
Same here, and in the surrounding towns, for now.

[jgsx]

Why do so many people love to tell the person on the phone that the cable cards are not for a TV but for a Tivo? The person obviously isn't going to be doing the install, and you're digging yourself in a hole. Just say you want two cards and that's IT! Don't go looking for fights with the phone operators and you'll get your cards without any trouble

[Kaldaien]

This is why you never give the cable company more details than they ask for ;)

I have delt with my cable company far too often over the years, and I eventually learned that you need to give the person over the phone as few details as possible if you do not want to frighten or confuse them. When the installer gets to your house, most of the time that is when you can spring the little details on them, like when I wanted to have a CableCard installed in my TV and keep the Cable Box for my Series 2 TiVo. I tried to explain that to them over the phone and I got nowhere; I told the tech. installer they sent out and he said there was no problem. 15 minutes later I had a CableCard in my TV and I kept my cable box, which the CSR on the phone tried so passionately to convince me was somehow impossible.

They are either too stupid to realize there's no difference between a TV that uses a CableCard and a set-top-box that uses one, or trying their best to fool you into renting their cable box, which is useless with a Series 3 box. You should call them and remind them that they are obligated by the FCC to offer CableCards to anyone with a CableCard certified device, and threaten to take action if they do not install the cards.

[cheerdude]

I'm now scheduled for Friday the 22nd between Noon and 2PM. The truck roll will be $25 dollars and each card will be $1.75.

At least with my install, the truck roll fee was COD... so be prepared with cash or a check.

[bbwebb]

Adelphia was out at my place yesterday afternoon and installed the 2 CC's in my S3. He was here for about 90 minutes trying to get the cards activated correctly, but all in all it was a good experience. Neither the installer or dispatch had heard of the S3, but neither of them questioned it. During the troubleshooting process the dispatcher conferenced in Adelphia's national Video Operations group. The tech in Video Ops said his manager sent out an email about 1-2 weeks ago to prepare everyone for the S3. He says that mine was his first and was excited to that they were able to get everything working.

Unfortunately my Tivo locked up about 2-3 hours after he left. I hope it was a one time event and not some compatability issue with the cards.

Bill

[classicX]

Unfortunately my Tivo locked up about 2-3 hours after he left. I hope it was a one time event and not some compatability issue with the cards.

Call up the cable company and tell them "haha very funny, turn of the occasional.freeze bit." :D

[headroll]

Why do so many people love to tell the person on the phone that the cable cards are not for a TV but for a Tivo? The person obviously isn't going to be doing the install, and you're digging yourself in a hole. Just say you want two cards and that's IT! Don't go looking for fights with the phone operators and you'll get your cards without any trouble

Moreover, when they ask for what model TV it is for, recite the TiVo Model Number. AS this should be on their approved list it should come up and the install should be sceduled.

Saying it is for a TiVo Series3, rather than referring to a model number more than likely perks up the ears of the CSR and sends them down the 'do not support' path.

In this case, no hole is dug.

-Roll

[cwoody222]

For here, it is still Adelphia. I know that it will change at some time .. but I don't know if we will be TW or Comcast.

Yuck. Sorry about that :(

[anfab]

Called Adelphia to schedule Cable Cards for to-arrive-tomorrow S3, already have one in Sony Bravia TV, so asked for two additonal cards. $25 install fee and $4.50/mo. each additional beyond first Cablecard ($1.75/mo.) When I said: "That's a little ridiculous" he responded by saying "That's the charge in your area" (Colorado Springs) Perhaps this will change when Comcast takes over, but I won't hold my breath.

So it is scheduled for Friday (22nd). Wish me luck!

[cfc]

Just wanted everyone to know that installation was a success. It wasn't exactly easy but everything finally got set up right. Make no mistake, it isn't about which cable company is better, it's about the people. The installer they sent wasn't even an installer, he was a troubleshooter and a contractor. He spent about an hour and a half on the phone with the Time Warner data center trying to get authorized. The first number he called one woman I overheard saying "We don't support Tivo". When he bumped it up to the data center one guy said they had been getting several of those. He was very helpful. After a lot of effort one card had all my channels and the other had all but the HDplus tier channel. He offered to make an appointment to get a new cablecard installed, but I said that I wanted to call Tivo up and see if they had any experience with this problem. I got the number to call them up and thanked both them and the installer for their time. I had a few problems finishing guided setup(had some problems selecting the right lineup), but a call to Tivo solved that. Finally I tried setting both tuners up on a channel on my HDplus tier and both cards were working!!!

The only thing that isn't working right now is my cordless phone. With all these calls I completely drained the battery!!! :)

[glee_hokie]

Has anyone had issues with getting CableCARDs for the S3 TiVOs on Adelphia? Does anyone have any suggestions for me? I'm not planning on purchasing an S3 until I am able to get the CableCARDs or at least have someone at Adelphia agree that they can be installed.

Well, many weeks later I finally was able to get Adephia to send a tech out with two cable cards for my S3 DT. After a little over 2 hours they are both operational.

The install problems had nothing to with the tech that did the install. There appears to be a problem between the Adelphia billing system and the database maintained by "Adelphia data services" which is what contains the authorization data. Both cards had to have the database information loaded by hand by a data services representative.

But, I'm happy now! It's working!

[Necro]

That's interesting. I have Adelphia (North Georgia) and they had no problem hooking up my cards (aside from them not sending the programming same as you...).