Official Time Warner Cable Thread

[VoodooNYC]

This is too funny. Victor is here now. Hoping for success.

[Diacritical]

Thank God!!!!!!!!! Is it insane to get so emotional about a Tivo? Someone just called and said he would be back out to me too. I knew it had to be an authorization issue.

At least they are coming back out. Mine said they would be back out today for Card 1 (2 is working fine), but now it will be *next* Monday (9th) before they can be here. That's partly due to me because I will be in Denver from Tuesday through Friday -- but yesterday they said it wouldbe today. :(

[jfh3]

Anyway, he asked for the S3 SERIAL number (note, this is thesame as the TiVo Service #), which no one else has asked for. He said that is supposed to be entered in order for the pairing to work.

I don't have TWC, but unless they have written some software ESPECIALLY for Series 3 authorizations (very doubtful), they don't need the serial number of the Series 3, but the serial number of the CableCARD(s).

The Tivo works like any CableCard device, like a TV. They need the serial number of the cable card (printed on the card), and the host and data id fields (shown in the CableCARD info screens when the cards are inserted to pair the cards.

[macsamurai]

The trick appears to be in the sequence that they do things in the office where they put the serial numbers, host id's and codes in for the pairing AND in the volume of "hits" sent. The guy who got it working just kept sending repeated hits... like hundreds of them... over and over again until the info started populating on my card info screens and channels starting tuning in.

The order on my end in terms of which card went in first was the same for me as it was the very first time.

1 ) insert cable card 1 in bottom slot. give main office the serial number of the card you just inserted (write it down - you're probably going to be repeating it a lot!). The serial number on the SA PowerKey cards (mine anyway) is the TOP (line 1) number on the card, and starts with PK. Now give him the Host ID for that card, from the Host ID screen on your TiVo. Do not insert the 2nd card until the CableCard CP screen says "CP Auth Received." I used the left arrow to go in and out of the screen a few times waiting for it to update. It took just 2-3 minutes. Then we looked at the Decryption status - initially it said Waiting for ECM. Now that it is working it says "ok." The PowerKey status previously said "Waiting for EMM." Now it says "Ready."

2 ) Once the first card is making progress, insert the 2nd card (top slot). Call in the serial number and host ID, as you did with the first one - in my case we still had the guy (Greg.. my hero) on the phone and he was sending repeated hits the entire time. Repeat the above steps.. If you don't see CP Auth Received within a few minutes, they aren't doing it right. It showed up right away for me on the 2nd card. The only difference on my 2nd card is that it still said "Waiting for ECM" and/or Waiting for EMM even once I was finally able to tune in all the channels, including premiums. So I am not sure what the deal is with that but since every channel is working I don't care!

Seriously - from the time Victor returned this afternoon and we popped the cards back out to start with Greg from scratch (same cards, not new ones), it was 10 minutes until all my channels were coming in. Now I obviously didn't test all 1000+ channels in that time so it's very possible some of the ones I don't care about are still trickling in (i don't watch sports, for instance, but we did test ESPN anyway), but there seems to be no reason on earth that it should take more than 1 hour start to finish if the "code man" at the other end of the phone knows what they are doing.

Greg said it's important to call in the first card and make sure it's Auth'd before even inserting the 2nd card. Since he got mine working I will not argue that point - but no one else here seemed to do that so it makes sense.

VooDoo - emotional? Yes, it's just a friggin TV but it is emotional. It's frustrating when something (especially a $1000 something) doesn't work the way it's supposed to and more frustrating when the only people who can fix it seem to not care at all about what you're trying to accomplish. It's hard to accept that something that should be relatively simple is made so complicated because a handful of folks at the top who have the correct information don't always pass it along to those below them, leaving the guys in the field and at the office to struggle just to get a basic installation wrapped up. it shouldn't be that way.

I should not have had to call the TWCNYC main office in order to get a Public Affairs rep assigned to me just to get my cable working properly. The first 6 "customer service" reps and supervisors who all claimed to want to help me should have had the tools at their disposal to do that. but they don't. And they really don't care if my cable is working or not because their paycheck will be the same at the end of the week regardless and they can always blame someone else if I happen to get their correct name and ID number and complain about them to another supervisor - who also can't do anything but pass the problem along to someone else.

Time Warner management - do yourselves and your customers a favor and give your employees the tools and information they need to get the job done. Everyone will be a lot happier and you'll hear fewer complaints, waste less money on overtime and have a better reputation than you currently do. As an organization I think TWCNYC is a "miserable failure." The people who work for you are only as good as you allow them to be, however - and Victor, Greg, Molly, Desmond, Lewis, Juan and 3 or 4 others whose names escape me right now are all ready, willing and able to do the best job they can for you, and for us, your customers. Their only problem is that their hands are tied most of the time and that's management's fault, not theirs. All of these people showed a commitment to getting the job done and were willing to keep digging until they found the answers they needed. Wouldn't it be easier to give them those answers beforehand?

[macsamurai]

I don't have TWC, but unless they have written some software ESPECIALLY for Series 3 authorizations (very doubtful), they don't need the serial number of the Series 3, but the serial number of the CableCARD(s).

The Tivo works like any CableCard device, like a TV. They need the serial number of the cable card (printed on the card), and the host and data id fields (shown in the CableCARD info screens when the cards are inserted to pair the cards.

very true. but he wanted to cover ALL of the bases. ultimately the serial number of the tivo itself was irrelevant, but it made us all feel better knowing that it was there in case anyone questioned it.

The cablecard serial number and the host ID for each card are all that is truly needed. And in some cases the TiVo model number (TCD648250B) is they feel the need to verify that it is listed as a supported device.

[rhanson]

If the cablecard is in "waiting CP Auth" state then it isnt paired properly. It may be providing channel info to Tivo but it shouldnt decode any of the encrypted content. Suggest you go to "Test Channels" menu for that card and tune to encrypted channels like Discovery HD, InHD, HDNet, ESPNHD.... I bet that you will get a black screen. If not... your provider must be sending those unencrypted or the cablecard is broke in a 'good' way.... which is unlikely on both counts.

I agree. Since I primarily record off the unencrypted local channels it wasn't obvious that only one tuner was getting the encrypted channels.

I was tied up at work until today. The card that is 'Waiting for CP Auth' does not get the encrypted channels. So me 'success' was only partial. Hope I can get this resolved today.

I think the tech might have given the office bad serial # on one of the cards because I was looking at the work order something seemed off on the numbers he wrote down. I pulled the card and sure enough he copied the number wrong. If that number is in the computer at TWC thats why my second card isn't authorizeing.

Good to hear that macsamurai got everything working.

[ingenue007]

mine says "cp auth received" deycrption status is OK and power key status is OK yet i am missing quite a bit of upper HD channels.

I think waiting on channels to appear is BS. if they appear, it would be within 15 mins max, not waiting hours. I guess visit #4 (or 5 or 6 or 7 etc) will be needed for me to get channels.

[macsamurai]

There was a typo on one of my cards serial numbers after the first trip this morning. The tech that was here read it correctly - but whoever entered it on the other end put a J where a G should have been. The serial numbers were correct on the previous cards (i know because I read them myself and had them read back to me several times).

These guys are giving this info over walkies.. there's background noise and accents to consider. It's not their fault, but mistakes are easy to make when a G sounds like a J over the walkie or someone writes it down wrong somewhere along the line. Don't trust the the number is correct until you have it read back once it's been entered into the account and you've verified it is exactly right.

Rooting for you rhanson!

[VoodooNYC]

Success! All channels on both tuners!!!

Thanks to Lisa and Macsamurai and alee and of course.....Victor! My savior, He knew all about this forum too. Hilarious.

Most importantly: The problem we were having was that you need to authorize card 1 first, THEN put in Card 2 and authorize it. (Like it SAYS in the Tivo instructions! Doh!)
I showed Victor the instructions (first time he'd seen it) and he asked for a copy and said he would put it in everyone's mailbox at TWC.

Anyway, I gotta go play with my Tivo! Yah!!

[eisenb11]

I just had my install today. Almost everything is working correctly, but I'm running into a problem with G4.

I get locals and analog. I also get HD. The HD Plus, HBO HD, and Showtime HD packages seem to be working...

I can't seem to get G4, though on chan 117.

I have TWC in Redondo Beach, CA...

Anyone else having this issue?

[macsamurai]

I was showing Victor the Forum when he was here earlier :)

He's the only one I didn't give TiVo's instruction sheet to. I gave the previous guys copies and I have the PDF sitting right on my desktop. I didn't even think to print it out for Victor. I was obviously distracted!

And for what it's worth, when Lewis was here last week we did it exactly the way it says in the instructions, doing Card 1 first, then calling back with Card 2 info - but it obviously still didn't work since they must not have been "hitting" the cards correctly.

[VoodooNYC]

I was showing Victor the Forum when he was here earlier :)

He's the only one I didn't give TiVo's instruction sheet to. I gave the previous guys copies and I have the PDF sitting right on my desktop. I didn't even think to print it out for Victor. I was obviously distracted!

And for what it's worth, when Lewis was here last week we did it exactly the way it says in the instructions, doing Card 1 first, then calling back with Card 2 info - but it obviously still didn't work since they must not have been "hitting" the cards correctly.

I think you're right. It's the guy he was calling into to authorize the things that's the other hero of the day - his name is John.

You must be REALLY relieved after all your ordeals!

[j2chulo]

I think you're right. It's the guy he was calling into to authorize the things that's the other hero of the day - his name is John.

You must be REALLY relieved after all your ordeals!
I'm glad everything it working now. I just did a succeeded install on atlantic ave. but like i said before it take time to get the channels. i sit there for about 30 minutes till the channels came on. It was my last call of the day so. lol but the guy its happy now playing with the tivo setting. lol Voodoo about your tivo i really don't know what went wrong. one thing i forgot to check before i left was the CP authorization. but Once its authorized it should be ready to go. unless other codes are incorrect at the account. oh and hit need to be sent to both host and card ID

[Diacritical]

I'm glad everything it working now. I just did a succeeded install on atlantic ave. but like i said before it take time to get the channels. i sit there for about 30 minutes till the channels came on. It was my last call of the day so. lol but the guy its happy now playing with the tivo setting. lol Voodoo about your tivo i really don't know what went wrong. one thing i forgot to check before i left was the CP authorization. but Once its authorized it should be ready to go. unless other codes are incorrect at the account. oh and hit need to be sent to both host and card ID

What would cause the second card to get CP auth quickly, but the first never did get it. I am just off Atlantic -- if I knew you were there I would have laid down in front of your truck. ;-)

[j2chulo]

What would cause the second card to get CP auth quickly, but the first never did get it. I am just off Atlantic -- if I knew you were there I would have laid down in front of your truck. ;-)
hmm to tell you the true no all device are the same. one may take longest than other to get the auth go through. but if you 1 card still say nah auth then they may be a prob there. either your card may not be on the system or the host id its wrong or they need to sed few hit to that card. if it already said authorized then you should be fine. unless that card its bad :rolleyes:

[VoodooNYC]

I'm glad everything it working now. I just did a succeeded install on atlantic ave. but like i said before it take time to get the channels. i sit there for about 30 minutes till the channels came on. It was my last call of the day so. lol but the guy its happy now playing with the tivo setting. lol Voodoo about your tivo i really don't know what went wrong. one thing i forgot to check before i left was the CP authorization. but Once its authorized it should be ready to go. unless other codes are incorrect at the account. oh and hit need to be sent to both host and card ID

No complaints from me, J2! You guys really had a great day in Brooklyn and were more than kind paying mulitple visits. I have nothing but praise for TWC Brooklyn today!! :D

[macsamurai]

You know the real irony of all this is that I was supposed to have a Tivo Tasting House Party tonight and since I had no control over the date TiVo picked and I was not feeling optimistic about this whole ordeal being straightened out, I told the few friends I'd invited over for the hell of it that I was canceling. Of course the TiVo House Party content is all on the S2, so I technically could have done it anyway, but I am soooo not in the mood to extol the virtues of TiVo tonight... LOL

Perhaps those of us in NYC should have our own party once everyone else is finally up and running? We can even invite our friends and TWCNYC to celebrate with us :)

[j2chulo]

You know the real irony of all this is that I was supposed to have a Tivo Tasting House Party tonight and since I had no control over the date TiVo picked and I was not feeling optimistic about this whole ordeal being straightened out, I told the few friends I'd invited over for the hell of it that I was canceling. Of course the TiVo House Party content is all on the S2, so I technically could have done it anyway, but I am soooo not in the mood to extol the virtues of TiVo tonight... LOL

Perhaps those of us in NYC should have our own party once everyone else is finally up and running? We can even invite our friends and TWCNYC to celebrate with us :)
HAAHA sound like a good idea. I will have few glass of tequila ouch :eek: will be drunk with the first one i don't drink. lol but i'm glad we made some of you guys happy today. well i'm out its almost time to go home. have a great weekend and enjoy your Tivo. I'm jealous i need one too LOL

[macsamurai]

HAAHA sound like a good idea. I will have few glass of tequila ouch :eek: will be drunk with the first one i don't drink. lol but i'm glad we made some of you guys happy today. well i'm out its almost time to go home. have a great weekend and enjoy your Tivo. I'm jealous i need one too LOL

I think the TWCNYC execs need to chip in and buy today's NYC area heroes their very own S3 HD TiVos... don't worry guys, if you have trouble getting your CableCards working we've got your back... LOL

[VoodooNYC]

Perhaps those of us in NYC should have our own party once everyone else is finally up and running? We can even invite our friends and TWCNYC to celebrate with us :)


Laurie: I'm all for it. We can all share installation war stories over a nice bottle of cab while we rewind HD and we can toast Victor, J2 and John.

I'm even willing to invite our friends in Austin and Dallas for completely hijacking this thread today. :p

[Lisa898]

Glad to hear everyone's up and running now. Sounds like it was a long day for everyone involved!

My whole install actually went so smoothly (thanks everyone at TW) that I feel a bit guilty. ;)

[LJJ]

Time Warner Columbus, Ohio here. Just got two scientific Atlantic cards installed for $4.95. Installer had never done before. I did all the work with help from you all. It worked on first card immediately, with the exception that I had to navigate to the MMI screen manually. Also, second card would not authorize at first because they did not understand the fact that two cards were in the same box. Once they figured that out, the "hit" was almost instantaneous. So far, so good.

[BGreenstone]

Last week I had posted that I got my TW Austin problems resolved when the tech came out and basically reset my Cable Cards. Well, that sorta worked, but there are still unresolved problems. I now get all of the channels that I'm supposed to get, however, every so often I will randomly lose channels. Sometimes the channels will go dead for a few seconds, but sometimes it's hours before they come back online.

For example, at 2:10pm today I suddenly lost all of my analog channels (2-99), and I lost a random spattering of digital channels from (101-999), and I lost my Showtime HD. All the other HD channels kept working. Rebooting the Tivo and things of that nature make no difference... I just have to wait until the channels come back.

This happens every day, and occasionally while the Tivo was recording a show which causes the show to get lost since the Tivo stops recording once the signal goes dead.

TW was pretty clueless on this, but they've been nice and have been trying to be helpful about it. Tivo seems to think that this is an incompatibility problem between the S3 and certain models of CableCards since they say other people have reported this problem too. Their recommendation was to get TW to give me a different model of CableCard, but TW says they only have the one model.

So, is anyone else out there having this problem? If so, what is the model # of the CableCards that you have?

Thanks,

-Brian

[Diacritical]

I think the TWCNYC execs need to chip in and buy today's NYC area heroes their very own S3 HD TiVos... don't worry guys, if you have trouble getting your CableCards working we've got your back... LOL

I've got some 30-year-old Macallan scotch for the first tech who gets my "Card 1" up and running. I called customer support and verified the host ID and card ID with them. She sent a signal, but it did not pick it up... and she could not verify the card ID (printed on the card) for me. I guess I'll wait until Oct 9 for the fix.

--

[j2chulo]

I've got some 30-year-old Macallan scotch for the first tech who gets my "Card 1" up and running. I called customer support and verified the host ID and card ID with them. She sent a signal, but it did not pick it up... and she could not verify the card ID (printed on the card) for me. I guess I'll wait until Oct 9 for the fix.

--
And this is where? Optober 9 that's a monday hmm i work that day so get the bottle ready :up:

[j2chulo]

Glad to hear everyone's up and running now. Sounds like it was a long day for everyone involved!

My whole install actually went so smoothly (thanks everyone at TW) that I feel a bit guilty. ;)
Yeah it was really smooth installation. Im glad i saw that bad splitter cause that will prob had mess up the hole installation.

[Diacritical]

And this is where? Optober 9 that's a monday hmm i work that day so get the bottle ready :up:

Clinton St -- right by Atlantic Ave. I hope I do get you ... it sounds like you have it down pat. Though, I have to say, if you do not drink a dram or two of 30-year Macallan may be lost on you. :cool:

Very cool that technician are on these forums. It helps give a more balance and a better view of what is really happening out there.

[rodalpho]

Do you work manhattan victor? I've got an appointment oct 5th that I'm trying to get scheduled earlier, I'm on west thirteenth street. :)

[vpras]

Anyone have some quick help:

Card 1 gets all stations and HD

Card 2: nothing above 96 (Orange County, CA) which mean no digital cable channels and no pay (HBO, Show, etc) channels. I do get HD channels, but NOT pay HD.

Card 2 says:
Connected:yes
Enabled by cp:no
Auth: missing_program_key
CA enable: not possible

Called TW and got a rep in Colorado Springs who referenced my work order and said I HAD BEEN WARNED ABOUT TIVO! Would not check Data values. Now waiting for original tech to come back or call - this was his first install - nice enough guy AND HE WILL ASK WHATI KNOW FROM THIS BOARD - can I get an assist please?

[macsamurai]

Diacritical - I'm at Atlantic & Henry... and I may need the scotch more than the TW techs do today ;) When my husband got back home late this afternoon he said he was surprised he didn't find me at Last Exit!

[SCSIRAID]

Anyone have some quick help:

Card 1 gets all stations and HD

Card 2: nothing above 96 (Orange County, CA) which mean no digital cable channels and no pay (HBO, Show, etc) channels. I do get HD channels, but NOT pay HD.

Card 2 says:
Connected:yes
Enabled by cp:no
Auth: missing_program_key
CA enable: not possible

Called TW and got a rep in Colorado Springs who referenced my work order and said I HAD BEEN WARNED ABOUT TIVO! Would not check Data values. Now waiting for original tech to come back or call - this was his first install - nice enough guy AND HE WILL ASK WHATI KNOW FROM THIS BOARD - can I get an assist please?

Here is the smoking gun....

Enabled by cp:no

Cable provider has not enabled the card. They probably dont have the right Host ID paired with the cablecard.

[vpras]

thanks - any other theories are most welcome :cool:

[Lisa898]

Yeah it was really smooth installation. Im glad i saw that bad splitter cause that will prob had mess up the hole installation.



Thanks again. :) I still don't know how that splitter got there, I didn't put it there, maybe the TW guy who came here last just saw it and left it since my regular cable was working. I was really nervous after all the problems people seemed to be havng that this installation would be more than one appointment and not go well.

You guys did a great job today getting me, macsamurai and voodoo all set up. Hopefully you can help Diacritical and all the other NYC locals up and running now that you seem to know all the possible problems and how to fix it all right.

Glad to see you found the forum. Its great to know that at least some of the TW people care enough about making sure it gets done right that you actually came to see what problems people were having.

[supertek]

Sorry brooklyn queens only but if the tech follows the procedures we did today in brooklyn there should be no problems. On monday I will have my dispatchers notify the manhattan crew on the proper procedures. good luck.

[rodalpho]

Thanks, hopefully I won't need it with your efforts!

[supertek]

This is my first time on this forum so bare with me I will notify the manhattan crew on the proper procedure to install these cable cards on monday when I go back to my office. sorrry but I only work brooklyn and queens. good luck

[tsings31]

My install is on Tuesday, 10/3 during the 2-6 time frame. I hope that I'm lucky enough to get one of you experienced techs.

[Diacritical]

This is my first time on this forum so bare with me I will notify the manhattan crew on the proper procedure to install these cable cards on monday when I go back to my office. sorrry but I only work brooklyn and queens. good luck

Supertek --

Thanks for looking into this forum. I'll personally campaign for your beatification if you can convince TW to put up a web page where we can enter the four numbers we need (account ID, card number, card ID, host ID) to verify the settings and to make it "hit" the card for auth. I am about 90% sure now that the host ID and card ID (which have the same format) are reversed for my first card. The tech wrote them down in the opposite order from the second card that worked. When I tried to confirm by phone today, I got the strong feeling the CS rep was humoring me. She did not believe I could tell if the card was authorized or not.

FWIW -- if anyone from TWNYC is reading near a terminal:


Card no: PKBBBRZPS
Card ID: 0-010-334-991-782
Host ID: 0-160-111-917-698


Customer number available on request... ;-)

Job number: 173,980
Order number 10000155202611120001

--

[j2chulo]

Supertek --

Thanks for looking into this forum. I'll personally campaign for your beatification if you can convince TW to put up a web page where we can enter the four numbers we need (account ID, card number, card ID, host ID) to verify the settings and to make it "hit" the card for auth. I am about 90% sure now that the host ID and card ID (which have the same format) are reversed for my first card. The tech wrote them down in the opposite order from the second card that worked. When I tried to confirm by phone today, I got the strong feeling the CS rep was humoring me. She did not believe I could tell if the card was authorized or not.

FWIW -- if anyone from TWNYC is reading near a terminal:


Card no: PKBBBRZPS
Card ID: 0-010-334-991-782
Host ID: 0-160-111-917-698


Customer number available on request... ;-)

Job number: 173,980
Order number 10000155202611120001

--
the Cad ID: its no need it. Only Card No: and Host ID

I don't think they will put it reverse. Unless they have that Card ID number you put up there as a Host Number. but how will they get that Card ID number? About putting up a page to verify these number on your account i personally don't think that will be possible. Reasons. It may put the cust account on danger ( Hack) 2nd
if a cust get to change those number it will mess up the acct and last not even us the tech has access to see a customer account info. We have to call the office to verify this info.

[guerra6880]

mine says "cp auth received" deycrption status is OK and power key status is OK yet i am missing quite a bit of upper HD channels.

I think waiting on channels to appear is BS. if they appear, it would be within 15 mins max, not waiting hours. I guess visit #4 (or 5 or 6 or 7 etc) will be needed for me to get channels.

Check your OS Build when I was able to get, 2.3.149s2 (0) May 2005, CP Authed I was missing most all of channels it wasn't until I got cards with OS Build 2.3.149.2 from July 2005 that I was able to get everything.

[skweaz]

Check your OS Build when I was able to get, 2.3.149s2 (0) May 2005, CP Authed I was missing most all of channels it wasn't until I got cards with OS Build 2.3.149.2 from July 2005 that I was able to get everything.

FWIW, in my case, my 2005 card has build 2.3.148s2 and my 2006 card has 2.3.149s2 and everything is coming in on both cards.

[Diacritical]

the Cad ID: its no need it. Only Card No: and Host ID

I don't think they will put it reverse. Unless they have that Card ID number you put up there as a Host Number. but how will they get that Card ID number?

All I can tell for sure is that he wrote them both down for both cards and reversed the order on the first card from the second (looking at the work order). He never read the numbers outlout to anyone -- just entered them on his yellow wirelss box and waited for it to light up. I did not get close enough to see what was diplayed there (and it was too busy for me to catch it all without staring for a while).

About putting up a page to verify these number on your account i personally don't think that will be possible. Reasons. It may put the cust account on danger ( Hack)

Shucks... I can transfer funds directly out of my bank account on their website right now... but I understand the concern. It would be nice to be able to see the information on our accounts, though, and to be able to cause a "hit" on one or more boxes.

2nd if a cust get to change those number it will mess up the acct and last not even us the tech has access to see a customer account info. We have to call the office to verify this info.

I agree that customers should not be able to change anything. That would just invite huge problems for customer support. I've served a little over 15 years in a support organization, so I know what a very small amount of latitude can do to a help desk's work load.

Thanks for the input, j2chulo. It is much appreciated.

--

[j2chulo]

Yeah i understand your point of view. and yeah it will be nice if you guys can have an easy way to verify some information on your account. about having the wrong Host Id on your second Or first card. if you get to talk to a good customer Rep on the phone you should be able to give or verify this info with him/her over the phone. I mean that ain't hard to find that information out. but yeah card 1 and host 1 need to pair together. Card 2 and Host 2 Need to be pair together too. so if host 1 is on card 2 you have a prob there. but in your case you said one of your card is fine. Already Auth. so the problem with the other card may be wrong Host ID on it. Maybe wrong Mac. Address of that card on your account. the Mac address should be the PKBBB or something like that if you call as them to read that to you and check your card make should it match. also get the host for that card and read it to them make should it match as well. if thats fine then you should be good just ask for some Hit or Authorization if the probl still there you may have a bad card. Very important do not Switch card position. If card 1 was inserted on slot 1 of your tivo make sure it stay there other wise you just making a bit trouble your account (remeber the Host need to match the card) Switching card around will Divorce this Couple.

[Franco]

TWC Dallas area. FINALLY, after all this time, the day for my appointment came yesteday after having to re-schedule it from September 19th because my Series3 hadn't arrived yet (see all 10,000 references to the shipping fiasco). After reading all the horror stories, I was getting paranoid that the tech wouldn't show, that I'd have to fight with him/her about putting the cards in a TiVo, on and on. But none of that happened. Two techs came within the 3-hour window yesterday. They said they had only done a couple of cable-card installs, but never in a TiVo. I gave them the cable card installer instructions, and they seemed fine with it.

The first card we put in was a Motorola with firmware 4.05. After he called in the information, all we got was the TiVo swirly wait screen for "Acquiring Channel Information". But after 10 minutes, no channels. The tech was on the phone with someone, and he asked me if I had the card in slot 1! The person on the other end must have known about the Series3, which impressed (and surprised) me. So we decided to pull that card and try the second card in slot 1. This card was a Motorola with firmware 4.21, and after one of them called in the info for that card, this one did start working. I was able to get SD channels, HD channels, and even INHD (which I think is encrypted? which means the card was fully working?). We did try to put the original card in slot 2, but still a no-go for that one. I was thinking that maybe the revision differences in the firmware was causing the issue, but after reading that others on the forum got cards with those 2 versions working in the same Series3, it's probably just a bad card. A tech will be coming back out on Monday afternoon to bring another card to try out.

I was relieved that the installation went as well as it did. I know that one of the cable cards wasn't functioning, but that seems to be on par with a lot of other users here. Overall, I'm pretty happy to have HD working on the TiVo.

[SCSIRAID]

TWC Dallas area. FINALLY, after all this time, the day for my appointment came yesteday after having to re-schedule it from September 19th because my Series3 hadn't arrived yet (see all 10,000 references to the shipping fiasco). After reading all the horror stories, I was getting paranoid that the tech wouldn't show, that I'd have to fight with him/her about putting the cards in a TiVo, on and on. But none of that happened. Two techs came within the 3-hour window yesterday. They said they had only done a couple of cable-card installs, but never in a TiVo. I gave them the cable card installer instructions, and they seemed fine with it.

The first card we put in was a Motorola with firmware 4.05. After he called in the information, all we got was the TiVo swirly wait screen for "Acquiring Channel Information". But after 10 minutes, no channels. The tech was on the phone with someone, and he asked me if I had the card in slot 1! The person on the other end must have known about the Series3, which impressed (and surprised) me. So we decided to pull that card and try the second card in slot 1. This card was a Motorola with firmware 4.21, and after one of them called in the info for that card, this one did start working. I was able to get SD channels, HD channels, and even INHD (which I think is encrypted? which means the card was fully working?). We did try to put the original card in slot 2, but still a no-go for that one. I was thinking that maybe the revision differences in the firmware was causing the issue, but after reading that others on the forum got cards with those 2 versions working in the same Series3, it's probably just a bad card. A tech will be coming back out on Monday afternoon to bring another card to try out.

I was relieved that the installation went as well as it did. I know that one of the cable cards wasn't functioning, but that seems to be on par with a lot of other users here. Overall, I'm pretty happy to have HD working on the TiVo.


Looks like you are halfway there!!!!

[vpras]

Card 1 gets all stations and HD

Card 2: nothing above 96 basic (Orange County, CA) which mean no digital cable channels and no pay (HBO, Show, etc) channels. I do get HD channels, but NOT pay HD.

Card 2 says:
Connected:yes
Enabled by cp:no
Auth: missing_program_key
CA enable: not possible


Can one or both of you provide guidance re this issue. My tech won't be back until Wed and I know they will ask what I learned on this board as they have not many, if any installs. The folks on the phone are simply worthless and the hold times are in excess of 30 minutes. Sounds like you two got it goin' on - can you help a former NYC brother out PLEASE!!

[lrhorer]

Seriously though, I can’t imagine the S3 will ever be the "mass market" product the S2 is. CC cards are just too finicky and you have to know more about the install process than the techs.
Oh, I disagree entirely. When I worked for the cable company, the most common complaint by far was having to have a set top converter. People just do not want them, and have been screaming for a Cable Card type solution for 30 years. Now, the number of CC televisions is growing rapidly, and I suspect befgore too many more years have passed, all the cable company's set top terminals and DVRs will use cablecard. Cablecard is even more attractive to the CATV company than to the consumer, because it frees them from being locked into a single vendor for their boxes.

[QUOTE=pntsoptional]PS: I also have all the HBO feeds, so switched digital doesn't seem to be an issue yet :D
SDV will be an issue, no question, but I strongly suspect it won't be a very big one.

There is an excellent chance the 2-way CC modules will not require any upgrades at all on the part of the receiver (in this case, the S3 TiVo) to capture ordinary SDV. Pay-Per-View or Video on Demand and options like StartOver and I-Control might or might not require an upgrade to the receiver (the CC card creates its own menus on the receiver via HTML, so it should not be necessary, even for those services), but the TiVo itself makes most of those options irrelevant. Why bother with VOD, when one can merely select to record the content in the To Do list and watch it at one's convenience? Is the user so anxious he can't wait until a day or so later to watch the program? With TiVo, there's always lots of great stuff to watch in the mean time. IPPV may not be available, but I have no problem waiting a month or two until the program airs on the regular premium channels. The rest of the features are handled better by the TiVo than the set top terminal, anyway.

Will there be an issue? Sure. You will need to arrange to obtain a Series II CableCard. That may mean going through the whole rigamarole of scheduling a visit from an installer, again, but by then CC installs will be much more trailing edge than now, and they may have even waked up to the fact they can save money by having the customer install the service. That's what happened with DOCSIS broadband modems. It's even not entirely unlikely the same thing may happen with CC modules: the consumer may be able to pick one up at Best Buy and tell the CATV company to go fly a kite with their monthly CC fees.

The bottom line? Don't panic.

[lrhorer]

Here's the link for TWCNYC's refund policy for outages: http://www.timewarnercable.com/nynj/customer/serviceinfo.html It looks like you qualify for a day's refund if cable is out for at least four hours. Keep at em!
Oh, whoopie. A whole day's refund. For most CATV customers, that's less than $5. It wouldn't be worth my time on the phone.

[lrhorer]

got a rep that said "Sure you can pick them up at the office - come down when convenient"...

In a bit of a panic yesterday thinking TW would find a way to mess up my precisely planned project, so I called back and was informed that of course I could do the install myself - "Come on down and pick them up at your convenience"...

Walked in today at lunch (to an insane line) and waited for 35 minutes. I'll give you one guess as to the response I got:

"I'm sorry. We have to roll a truck and do the install. We can be there between 12 and 5 next Friday".

'A little tip for the future: When a CSR assures you of such a thing, be very nice, but insist you get his / her full name or at least first name and CSR ID. Then insist to speak with a supervisor and get his / her name or ID. It is also helpful to call during regular business hours and then also ask for the phone number of a supervisor at the service center where you intend to get the device. Get their name / ID and verify they have the item in stock at that service center before getting in your car. The chances are if the policy is indeed no-pickup, then you will find out. If it is, but they still try to give you the bum's rush, the names of the supervisors will help grease the skids. It's still not a guarantee, but it's liable to save you time and frustration.

[Diacritical]

... also get the host for that card and read it to them make should it match as well. if thats fine then you should be good just ask for some Hit or Authorization if the probl still there you may have a bad card.

FWIW -- I just tried again and while the CSR did say that I had the right card ID, he said there was no way to tell what host ID was in their system without sending a truck to my house. That's not true, of course, but it seemed to be where the script ended. He would not even let me read it off to him since a technician would have to be on-site to do that. Seems like a potential waste of everyone's time not to just look up what the settings are and fix them if necessary.

[wemcbain]

after 2 yrs of very satisfied s2 useage I am anxiously awaiting my new S3 which should arrive by the end of the week. The new HDTV should arrive in a couple of days.

I now have to arrange an appt. with TW. for the installation of the 2 cable cards. Has anyone have suggestions or comments in dealing Time Warner Manhattan.

[lrhorer]

Well, I have everything working, so I thought I would detail the problems I had, and the ones I avoided. I had a CC installed in my Mitsubishi 8 months ago, and that install was... a bit painful. The CC was even more bleeding edge then, however, and the TWC was dealing with a batch of bad CableCards. We had to try three to get one which worked. After that, there were issues with the account settings, and there has been an ongoing issue with the TV Guide and time setting streams in the VBI when the card is in place. Thank heavens the TiVo won't have any such issues, because its gets it time and guide data out of band (via the internet).

OK, so I called on Thursday (9/28) and despite the nearly endless ARU maneuvering, still got a person on the line who could not help me, and transferred me after my rather long spiel on what was necessary. The next person was the right one, and I carefully explained I would be removing a DVR, removing a set top, transferring the existing CC and adding an additional CC. I had him read back his comments from the ticket and list a detail of the new service. Everything was correct. He informed me the card upgrade would require a truck roll, and told me the firtst available appointment was Saturday 16:00 to 20:00. I wasn't thrilled, but it could have been worse, so I said it would be OK and we hung up.

I installed the TiVo and moved the CableCard over from the Mitsubishi. The card came up, but did not authorize. Thus, all the non-encrypted digital and HD channels were available, but none of the encrypted ones.

On Saturday, I got tied up for a while and wasn't able to call to check on the status until nearly 18:00. I was able to get through fairly quickly, and they said the install was being handled by a contractor. They gave me a number for the contractor, and I called to verify they had (hopefully) two CableCards. The girl called he installer and said he had not picked up any CableCards at all, and the install work order only called for them to remove a trap. I told her she needed to have the installer pick up at least one (preferably two) cards before heading to my house. She said I would have to call TWC to have them contact her to authorize the change in the work order. When I hung up with her, it was 18:02.

I called TWC, and spent almost a full hour trying to get a human being on the line. When I finally did, it was 18:55. The ARU had confirmed ny appointment still showed active for 16:00 to 20:00 the same day, but by the time the human came online, he said the install had been rescheduled. I told him I had not authorized any such thing. After supposedly checking something, he claimed both the erroneous work order and the unauthorized reschedule were the fault of the contractor. I'm skeptical. In any case, I raised Hell (I had been very pleasant with everyone until then), but he insisted it was not possible to get anyone out until Sunday. I would have insisted on speaking to a supervisor, but I decided to leave well enough alone, because there were a couple of shows on the TWC DVR I had decided to transfer to my Series I TiVo, and the extra time would allow me to do this.

In the mean time, I went ahead and called the trouble line, explaining the existing CableCard was no longer in the same TV and needed to be re-authorized with a new Host ID. He didn't object, and within 5 minutes all my channels were available. I has a half happy camper.

Today (Sunday) I called in to check on the status a half hour before the start of the window. She called the person, and he indicated he would be at the house within an hour and a half. This time, they were TWC employees (two of them), one was a tech, the other an installer, and they arrived a few minutes earlier than promised. To be sure, they were both very green, and had only been working for TWC since May. This is to be expected. Trouble and / or install tickets worked after hours or on weekends are much more likely to be handled by rookies. The seasoned veterans have paid their dues and are much less likely to be assigned an after hours or weekend shift. Nonetheless, both had handled CableCard installs, but neither had handled an S3 TiVo. They both were aware S3 TiVos could handle CableCards, however.

We installed the second card, and it was recognized as being inserted, but it did not load properly, as reported by the status screen. I restarted the TiVo, and while the unit was booting, I took the installer into the other room where I had been recording the content off the DVR onto the Series I TiVo. We gathered together the Scientific Atlanta 8300HD DVR and the set top terminal and walked back to the other room to await the TiVo. The card was still not loaded properly. I powered the TiVo off and back on. It still was not loaded. We removed and re-inserted the card, and finally it came up with the ordinary status creens. It would not authorize, however, and when I tried the channel test, it said it had no signal.

At this point the inclination might have been to try a different card, but thank goodness long experience has taught me not to assume anything. I asked them to let me check something before they pulled the card - more to make sure the first card was not being impacted by the second card as one report has had it than anything else, but when I did the signal on the first card was horrible. There was a picture, but it was more snow than picture, and that only on analog channels. This was the case across the board, with the higher frequencies being a bit better than the lower frequencies. I knew instantly what had happened. When the installer went behind the entertainment center to get the DVR and set top, he had accidentally kicked out the power brick which feeds DC to the house amplifier. No wonder the second card wasn't authorizing even after it loaded properly!

In any case, after we plugged the transformer back in, we got the CSR on the phone and had him send another hit to the second CableCard. Within 10 minutes I had the guided setup re-done and was receiving all channels. After that, all I had to do was go back to the To Do list and tell the TiVo it no longer had to clip or not record the conflicting content.

It could have been worse.

[optivity]

Is anyone using a TiVo® Series3™ HD Digital Media Recorder with Albany Time Warner Cable?

[routerman]

[QUOTE=pntsoptional]Seriously though, I can’t imagine the S3 will ever be the "mass market" product the S2 is. CC cards are just too finicky and you have to know more about the install process than the techs.
Oh, I disagree entirely. When I worked for the cable company, the most common complaint by far was having to have a set top converter. People just do not want them, and have been screaming for a Cable Card type solution for 30 years. Now, the number of CC televisions is growing rapidly, and I suspect befgore too many more years have passed, all the cable company's set top terminals and DVRs will use cablecard. Cablecard is even more attractive to the CATV company than to the consumer, because it frees them from being locked into a single vendor for their boxes.


SDV will be an issue, no question, but I strongly suspect it won't be a very big one.

There is an excellent chance the 2-way CC modules will not require any upgrades at all on the part of the receiver (in this case, the S3 TiVo) to capture ordinary SDV. Pay-Per-View or Video on Demand and options like StartOver and I-Control might or might not require an upgrade to the receiver (the CC card creates its own menus on the receiver via HTML, so it should not be necessary, even for those services), but the TiVo itself makes most of those options irrelevant. Why bother with VOD, when one can merely select to record the content in the To Do list and watch it at one's convenience? Is the user so anxious he can't wait until a day or so later to watch the program? With TiVo, there's always lots of great stuff to watch in the mean time. IPPV may not be available, but I have no problem waiting a month or two until the program airs on the regular premium channels. The rest of the features are handled better by the TiVo than the set top terminal, anyway.

Will there be an issue? Sure. You will need to arrange to obtain a Series II CableCard. That may mean going through the whole rigamarole of scheduling a visit from an installer, again, but by then CC installs will be much more trailing edge than now, and they may have even waked up to the fact they can save money by having the customer install the service. That's what happened with DOCSIS broadband modems. It's even not entirely unlikely the same thing may happen with CC modules: the consumer may be able to pick one up at Best Buy and tell the CATV company to go fly a kite with their monthly CC fees.

The bottom line? Don't panic.

The CableCARD is only a decryption device. So the Series 2 card is both a decryption device and a QPSK modulator? I need to do some more research. The only 2-way CC TV I have heard about is a Samsung and I believe the upstream transmitter is in the TV itself. I have not seen any documentation on a 2-way card actually having some sort of transmitter in it. Can anyone on this thread post a link to a good location for the 2-way CableCARDs?

[Gene S]

the Cad ID: its no need it. Only Card No: and Host ID

I don't think they will put it reverse. Unless they have that Card ID number you put up there as a Host Number. but how will they get that Card ID number? About putting up a page to verify these number on your account i personally don't think that will be possible. Reasons. It may put the cust account on danger ( Hack) 2nd
if a cust get to change those number it will mess up the acct and last not even us the tech has access to see a customer account info. We have to call the office to verify this info.

The requirements for TWC must be different from market to market. Here in SC, the Card ID and Host ID are the only two things the tech called in. At first he started naming the Card No (PKBB yada, yada, yada..) and the rep on the line said to stop, she didn't need that number. The tech wrote down the card and mac numbers on the work order sheet, but he never passed that info along on the phone while he was here. And I had everything working before he left.

[j2chulo]

FWIW -- I just tried again and while the CSR did say that I had the right card ID, he said there was no way to tell what host ID was in their system without sending a truck to my house. That's not true, of course, but it seemed to be where the script ended. He would not even let me read it off to him since a technician would have to be on-site to do that. Seems like a potential waste of everyone's time not to just look up what the settings are and fix them if necessary.HAHA wow thats really bad I mean why cant he check whats your host id on the second card? if the tech just going to read it off to him when he come to your house. well you know what prob nah to him but to a person who can really see that info in the office because the problem here is that. this person you spoke to its unable to check that for you. I donno why... but yeah that may be your hole issues

[j2chulo]

The requirements for TWC must be different from market to market. Here in SC, the Card ID and Host ID are the only two things the tech called in. At first he started naming the Card No (PKBB yada, yada, yada..) and the rep on the line said to stop, she didn't need that number. The tech wrote down the card and mac numbers on the work order sheet, but he never passed that info along on the phone while he was here. And I had everything working before he left.
Oh wow. hmm yeah every system work different thats right. sorry i guest i can't help you on that

[hookbill]

j2chulo, I just want to thank you for even showing up here. Shows a lot of guts.

Indeed not all TW systems are the same. Specially with the Adelphia takeover and Comcast merging. Apparently the Comcast people (Now TW) in my area can't get cards, probably because they are moto's and I'm SA so no problem (I hope, install on Wednesday).

[H.I.McDunnough]

I'm in Austin, and I've just read the 19 pages of this thread so far, and quite frankly, it is pretty disturbing. The huge variations in experiences before, during and after installation make me wonder if this is a good step for me. I have been a Tivo customer since the very first one's were available, and my family loves the interface, and probably would not want to go to the crappy DVR provided by TWC. I'm currently a DirecTV Tivo customer.

I am moving to HD as soon as I can verify it will work in my house, and thought I'd make some upgrades to the rest of my equipment all at once, so an S3 is part of the plan at the moment. While I don't like it, I can deal with the one time hassle of setup. However, if I am going to have to deal with random dropping of channels after the fact, and spending hours on the phone with TWC, or worse yet, having to deal with my family who can't understand why the new system doesn't work, I'm not sure this is really an upgrade over what I have right now.

Anyone in Austin have any recommendations for a good installer? I don't mind waiting for someone who has done this a time or two, and I'm not even sure if I can request a specific installer. Heck, I'd spif the guy an extra $100 if he knew what he was doing and got the job done in a reasonable amount of time.

[mentalradio]

I just had my install today. Almost everything is working correctly, but I'm running into a problem with G4.

I get locals and analog. I also get HD. The HD Plus, HBO HD, and Showtime HD packages seem to be working...

I can't seem to get G4, though on chan 117.

I have TWC in Redondo Beach, CA...

Anyone else having this issue?


My install took place on Saturday - and believe it or not - absolutely no problems. FOUR, yes FOUR, TW contracted installers showed up... none of whom knew anything about Tivo. I'm not sure if all of them were there to learn about installing Tivo or what, but they had a lively discussion about me in Spanish about being stupid for spending $800, no brains, etc etc. I walked them through what they needed to do, following the installs instructions from Tivo and from the posts here. Everything worked right the first time - then on their way out I told them in Spanish that they might want to be more careful what they say - some of us gringos know Spanish too...

really wish I had a picture of their expressions...

I want to extend my thanks to all of you posting your tech/install issues here... I think it saved me knowing what to look for and avoid some mistakes - installers (all 4) were in and out in 20 minutes.

Eisenb11 - In response to your post, I'm in LA (Silverlake - between downtown and Hollywood) former Adelphia... for me, all channels including G4, all HD and premium channels are up and running -

and btw - thanks for your advice earlier to check up on CSR's info that I could just pick up the CC at the office before driving over to TW Santa Monica office. That info from the CSR was, of course, not true.... saved me a drive through westside traffic.

[Bill@LakeGeorge]

Is anyone using a TiVo® Series3™ HD Digital Media Recorder with Albany Time Warner Cable?


I live in Bolton Landing and have the S3 up and running fine.

[allenplu]

Mentalradio:

I am hoping very much that my 10/7 retry at install will go through the way yours did.

My prior install had no success. Then I had the manager of the Ontario call center refuse to send another person because he stated Time Warner will not "help our competitors". He guaranteed a call back from the top level manager of the Ontario call center, which never happened. When I called three times again, I was hung up on twice, then finally got the Colorado Springs call center. A supervisor said that he cannot support the Series 3, and insists that it is not compatible. He finally agreed to send a tech next week saying that he's going to charge me for the trip charge whether it works or not. So I'm hoping that everything works this week.

I'm at least hoping that they try harder than they've been trying.

[SCSIRAID]

Mentalradio:

I am hoping very much that my 10/7 retry at install will go through the way yours did.

My prior install had no success. Then I had the manager of the Ontario call center refuse to send another person because he stated Time Warner will not "help our competitors". He guaranteed a call back from the top level manager of the Ontario call center, which never happened. When I called three times again, I was hung up on twice, then finally got the Colorado Springs call center. A supervisor said that he cannot support the Series 3, and insists that it is not compatible. He finally agreed to send a tech next week saying that he's going to charge me for the trip charge whether it works or not. So I'm hoping that everything works this week.

I'm at least hoping that they try harder than they've been trying.

Have you involved the Tivo HD team? They offered support for anyone having issues with cablecos not wanting to provide cablecards.

[eisenb11]

My install took place on Saturday - and believe it or not - absolutely no problems. FOUR, yes FOUR, TW contracted installers showed up... none of whom knew anything about Tivo. I'm not sure if all of them were there to learn about installing Tivo or what, but they had a lively discussion about me in Spanish about being stupid for spending $800, no brains, etc etc. I walked them through what they needed to do, following the installs instructions from Tivo and from the posts here. Everything worked right the first time - then on their way out I told them in Spanish that they might want to be more careful what they say - some of us gringos know Spanish too...

They're just jealous! :D

Eisenb11 - In response to your post, I'm in LA (Silverlake - between downtown and Hollywood) former Adelphia... for me, all channels including G4, all HD and premium channels are up and running

Ah nice! I found that the list of channels I don't get also includes all of the HBO and Showtime channels *except* HBO HD and Showtime HD... this is getting weird... I have another installer appt on Friday for them to check it out.

and btw - thanks for your advice earlier to check up on CSR's info that I could just pick up the CC at the office before driving over to TW Santa Monica office. That info from the CSR was, of course, not true.... saved me a drive through westside traffic.

Very welcome! I had a CSR pull that on me too and I told them they were wrong and made them call the local office to verify (which proved I was right). The CSRs are national and the CC policies are local to each branch so I don't blaim them for being confused... it *is* confusing!

[optivity]

I live in Bolton Landing and have the S3 up and running fine.Thanks for your response. I called Time Warner yesterday and got the usual run around where they will not guarantee reliable service for the S3 w/CableCARDs. I don't see what all the fuss is about given my PDP has been installed w/CableCARD for 16 months without problem. So are there any copy protection restrictions that you are aware of? Can you time-shift record programs and save them as long as you want to?

[Franco]

Update for my install (Dallas area). Since one of the cable cards didn't work from Saturday's install, the tech came out again this afternoon to try a different card. Unfortunately, this card doesn't seem to be working either. They tried to "hit" the card twice, but I was unable to test the channels at any time. The card the tech brought today was a Motorola with a firmware revision of 4.05; the same revision as the one that didn't work on Saturday. The tech told his manager to have someone specifically check the revision of the card before he picks another one up, though I highly doubt anyone will do so because they'd have to plug the card into a TV (or a Series3 :D ) just to check the firmware level.

At least one card is still working (anyone watching those Discovery: Atlas specials? They look awesome!). The saga continues...

[eisenb11]

Interesting. A CSR last night told me I was having problems because the firmware on my cards is old.

Why can't they just update the firmware over the network?

They said a tech has to come to my place on Fri to handle this...

[rodalpho]

after 2 yrs of very satisfied s2 useage I am anxiously awaiting my new S3 which should arrive by the end of the week. The new HDTV should arrive in a couple of days.

I now have to arrange an appt. with TW. for the installation of the 2 cable cards. Has anyone have suggestions or comments in dealing Time Warner Manhattan.
Schedule the appointment RIGHT NOW. I called sept 26 and they couldn't fit me in before oct 5. I've been calling every single day seeing if any spots opened up, but no luck. So my s3 is sitting there recording SDTV cooking shows from PBS. The only HD I've watched so far is shannon. Makes me a sad, sad panda.

[danator]

Update for my install (Dallas area). Since one of the cable cards didn't work from Saturday's install, the tech came out again this afternoon to try a different card. Unfortunately, this card doesn't seem to be working either. They tried to "hit" the card twice, but I was unable to test the channels at any time. The card the tech brought today was a Motorola with a firmware revision of 4.05; the same revision as the one that didn't work on Saturday. The tech told his manager to have someone specifically check the revision of the card before he picks another one up, though I highly doubt anyone will do so because they'd have to plug the card into a TV (or a Series3 ) just to check the firmware level.

In Dallas as well, Farmers Branch, so we probably have the same tech.

Anyway, both mine are 4.05, motorola. Worked, 4.15 didn't work.

So he only tested twice and walked away? You gonna need to push them harder than that, We tried more than 10 times with different slots and swapping cards and finally get it to work. I would called and ask tech nicely to bring more than 1 card next time.

[Franco]

In Dallas as well, Farmers Branch, so we probably have the same tech.

Anyway, both mine are 4.05, motorola. Worked, 4.15 didn't work.

So he only tested twice and walked away? You gonna need to push them harder than that, We tried more than 10 times with different slots and swapping cards and finally get it to work. I would called and ask tech nicely to bring more than 1 card next time.

They tried to send a hit to the card twice, but nothing happened. At least with the first 4.05 rev card on Saturday, the TiVo started trying to acquire the channels. With this card today, I get nothing after waiting for a 1/2-hour after each hit. It just doesn't look like the hit is coming through. I'm not sure what else I could do with the tech there.

If I called TWC support and tried to talk to a technician, would they even try to troubleshoot with me?

[eisenb11]

I've had bad luck with TWC support and cable cards. The one's I've talked to will do nothing other than schedule an appointment for a truck roll.

When I called, they wouldn't do anything over the phone.

[danator]

If I called TWC support and tried to talk to a technician, would they even try to troubleshoot with me?

I tried and even reasoned with CSR, what's the point for me to wait days while i can troubleshoot and read the screen just like the tech. I could save a buck or two for them if that help....All i wanted is get me someone knows cable card or pull up and know what to do the data.

One of the cable guy mentioned TWC change the way Comcast used to work around here. You can't talk to dispatch directly, customer service will not get you to cable department but will roll a truck. They like to spending money, what can i say. :)

Despite how much i reasoned, she won't do it. Though she finally said she would but coudln't locate the tech at that moment. I asked for Extension or direct connection to the tech and i would leave a message....but she just won't do it....LOL. I really hope the cable card continue to work, i really don't have to time to entertain thier silly regulation. It's stupid, i hope TWC see what's the problem here.

They tried to send a hit to the card twice, but nothing happened. At least with the first 4.05 rev card on Saturday, the TiVo started trying to acquire the channels. With this card today, I get nothing after waiting for a 1/2-hour after each hit. It just doesn't look like the hit is coming through. I'm not sure what else I could do with the tech there.


I have the same issue, the first card that used to work except premium channels was ruled out a bad unit but we got it to work eventually. I don't know it's human error on terminal ends entering wrong digit somewhere or what.

My tech was already late for other jobs he had in schedule but he had the will to try. I was afraid he would suggested my tivo got a bad driver that won't receive signal. :)

[ingenue007]

time warner contractors 4 and 5 out at my place. still no channels. they have digital boxes, signal verifiers, dismantled panels in my wall and still no channels. they say their company has done 6+ tivos and this is the only one giving them problems. ugh....

[vpras]

Mentalradio:

I am hoping very much that my 10/7 retry at install will go through the way yours did.

My prior install had no success. Then I had the manager of the Ontario call center refuse to send another person because he stated Time Warner will not "help our competitors". He guaranteed a call back from the top level manager of the Ontario call center, which never happened. When I called three times again, I was hung up on twice, then finally got the Colorado Springs call center. A supervisor said that he cannot support the Series 3, and insists that it is not compatible. He finally agreed to send a tech next week saying that he's going to charge me for the trip charge whether it works or not. So I'm hoping that everything works this week.

I'm at least hoping that they try harder than they've been trying.


I have spoken with the very same call center (Ontario) and the one in Chattsworth (can't "see" Adelphia customers) and Garden Grove (can't "see" the Adelphia customer) and Colorado Springs. I have been denied a supervisor. I have had promises made that the tech will c/b after an 'incomplete', blah, blah, blah. I have NOT ONCE raised my voice even an octave. I have not once used a four letter word. Hands down TW is the WORST phone center staff I have dealt with in the tech universe - and that include off-shore centers where I can't understand the staff. The seemingly intelligent suggestion that they cannot verify data value via phone but must send a truck is not intelligent to TW - they would rather waste your time and their money - or is it both our time and our money. On a less bleak note the installer who came the first first time was sincerely trying. If I am lucky enough to get someone with a similar temperament on Wed. I'll be in business.

In the unlikely event that TW management folks (not the VERY helpful techs that have the balls to sincerely offer assistance on this board - thank you!) are reading any of this, note: you have bitten off more that you can chew. Your attempt to absorb Comcast and Adelphia WILL effect shareholder value. Your phone reps cannot berate customers. I will not be bullied into buying anything I do not want from you (your DVR vs. TiVo).

My friends recently asked me with what I make an hour (a very fair wage) why do I bother with this. The answer is simple - IT IS THE PRINCIPLE DAMN IT!!

I feel better now Allen - good luck with your install.

[ingenue007]

Time Warner Austin is HORRIBLE

someone help. i had 2 techs that just left. i think we were on cards 10+. we've tried re-pairing cards, re-hitting, changing all old splitters, boosters put on (signal they said is +17 now) and i am still missing channels. I'll get some upper channels, but loose the other channels. Now I have all locals, but loose TNT and Discovery HD. Other times I get TNT, Discovery, but loose some locals. It's ridiculous. It HAS TO BE TW AUSTIN'S END. So many cards have been tried. I obviously am capable of receiving those signals. It must be the authorization on TW's end. 1 week from now more TW techs are coming out. This will be 5th tech visit and 12+ hours spent on this issue.

UNBELIEVABLE. THIS IS A NIGHTMARE.

[j2chulo]

j2chulo, I just want to thank you for even showing up here. Shows a lot of guts.

Indeed not all TW systems are the same. Specially with the Adelphia takeover and Comcast merging. Apparently the Comcast people (Now TW) in my area can't get cards, probably because they are moto's and I'm SA so no problem (I hope, install on Wednesday).
Oh wow i didn't know we being taking over other area. I hope TW take over my cable Vision Area. lol Im tied of paying so much fo so little im getting. I want my free cable. Plus i want to buy a 42" plasma which will deff will look nice with a CC on it. Im thinking about getting the Tivo But i think im just going to wait till the price drop down. I will try to keep you guys inform about whats going on on our system in brooklyn. I know the Two way card its being tested right now so that coming on it way. Also Cellular phone that you can use it as house phone and take with you like a cell when you leave your house. but no much info on that yet

[j2chulo]

My install took place on Saturday - and believe it or not - absolutely no problems. FOUR, yes FOUR, TW contracted installers showed up... none of whom knew anything about Tivo. I'm not sure if all of them were there to learn about installing Tivo or what, but they had a lively discussion about me in Spanish about being stupid for spending $800, no brains, etc etc. I walked them through what they needed to do, following the installs instructions from Tivo and from the posts here. Everything worked right the first time - then on their way out I told them in Spanish that they might want to be more careful what they say - some of us gringos know Spanish too...

really wish I had a picture of their expressions...

I want to extend my thanks to all of you posting your tech/install issues here... I think it saved me knowing what to look for and avoid some mistakes - installers (all 4) were in and out in 20 minutes.

Eisenb11 - In response to your post, I'm in LA (Silverlake - between downtown and Hollywood) former Adelphia... for me, all channels including G4, all HD and premium channels are up and running -

and btw - thanks for your advice earlier to check up on CSR's info that I could just pick up the CC at the office before driving over to TW Santa Monica office. That info from the CSR was, of course, not true.... saved me a drive through westside traffic.HAHA that was funny i would love to see their face too when they heard you talking spanish to them. LOL i had similar problem too. but reverse. LOl people talking spanish thinking im from like Trinidad Guyana or some middle east country. when i get back at them in spanish they be like :confused: :eek: You're hispanic? LOL

[j2chulo]

Interesting. A CSR last night told me I was having problems because the firmware on my cards is old.

Why can't they just update the firmware over the network?

They said a tech has to come to my place on Fri to handle this...
We do update it over the network but for some weird reason i had to replaced a card that took over a day doing this update so i believe old card my nah be suitable to this update.

[j2chulo]

In Dallas as well, Farmers Branch, so we probably have the same tech.

Anyway, both mine are 4.05, motorola. Worked, 4.15 didn't work.

So he only tested twice and walked away? You gonna need to push them harder than that, We tried more than 10 times with different slots and swapping cards and finally get it to work. I would called and ask tech nicely to bring more than 1 card next time.
Good Idea to ask to bring more that one. i don't know how the system work out there but here it can take up to like an hour to get the card working so you probably not giving the card enought time to be hit and authorized. again i don't know the system out there so i may be wrong

[j2chulo]

Time Warner Austin is HORRIBLE

someone help. i had 2 techs that just left. i think we were on cards 10+. we've tried re-pairing cards, re-hitting, changing all old splitters, boosters put on (signal they said is +17 now) and i am still missing channels. I'll get some upper channels, but loose the other channels. Now I have all locals, but loose TNT and Discovery HD. Other times I get TNT, Discovery, but loose some locals. It's ridiculous. It HAS TO BE TW AUSTIN'S END. So many cards have been tried. I obviously am capable of receiving those signals. It must be the authorization on TW's end. 1 week from now more TW techs are coming out. This will be 5th tech visit and 12+ hours spent on this issue.

UNBELIEVABLE. THIS IS A NIGHTMARE.Wow are they fully digital system ready on your area? because that sound like either the area its not ready for digital OR lot of leakage on your Cable Drop. Question did you had a digital box before the card? was the box working fine on those channels? if so them something extrange its going on. If not then the problem could be leakage. leakage on the your line or maybe on another customer line who is connected on the same TWC Main box can couse this type of problem that here in brooklyn we scalate it to the Plan department who take care of that

[ingenue007]

Wow are they fully digital system ready on your area? because that sound like either the area its not ready for digital OR lot of leakage on your Cable Drop. Question did you had a digital box before the card? was the box working fine on those channels? if so them something extrange its going on. If not then the problem could be leakage. leakage on the your line or maybe on another customer line who is connected on the same TWC Main box can couse this type of problem that here in brooklyn we scalate it to the Plan department who take care of that

Yes I did have a digital box before hand and yes I did receive all my digital and HD channels w/o issue. I currently live in a fairly new appt (prob built in 2000 or so) and they ripped out the splitters in my wall and replaced it, put thicker cables in everywhere, checked signal strengths (I think I heard +17), tried 10+ cards, etc. I don't know what is going on. I've received all those channels at one point or another with the cable cards, it's just never at the same time. Each authorization or re-pairing causes certain channels to go away for some reason. I will mention leakage next time. If after a couple more truck rolls and I can't get HD, I'm gonna dump TW and just stick to OTA. I want verizon FiOS.

[j2chulo]

Remember guys Missing individual channels may nah be a Card Problem. It could be relate to other problem in the house or outside. A clean installation (Clean signal ) mean it should work with no problem but having bad splitter. ( 99Cents ) and some RadioShock splitter can cause tremendous problem i see this everyday. so before you go crazy thinking its the card or your tivo or your account just take a look at your cable line. Loose cable also contribute to this problem

[Lisa898]

Schedule the appointment RIGHT NOW. I called sept 26 and they couldn't fit me in before oct 5. I've been calling every single day seeing if any spots opened up, but no luck. So my s3 is sitting there recording SDTV cooking shows from PBS. The only HD I've watched so far is shannon. Makes me a sad, sad panda.


Just as a temporary measure, you might try throwing a cheapie radio shack antena on the Tivo until you get an appointment. I was able to get all the networks in HD doing that in Brooklyn while I waited for my appointment with TWC.

[j2chulo]

Yes I did have a digital box before hand and yes I did receive all my digital and HD channels w/o issue. I currently live in a fairly new appt (prob built in 2000 or so) and they ripped out the splitters in my wall and replaced it, put thicker cables in everywhere, checked signal strengths (I think I heard +17), tried 10+ cards, etc. I don't know what is going on. I've received all those channels at one point or another with the cable cards, it's just never at the same time. Each authorization or re-pairing causes certain channels to go away for some reason. I will mention leakage next time. If after a couple more truck rolls and I can't get HD, I'm gonna dump TW and just stick to OTA. I want verizon FiOS.
Hmm strange. Do you still have a Cable box at your house? if yes which one scientic atlanta? or pioneer? also strong signal its not good either depending on the system. but that should not be the problem leakage may be or account issue. but if you have the box try this hook it up and see if those channels come in if they do then something wrong with the card or setting with that card

[ingenue007]

Hmm strange. Do you still have a Cable box at your house? if yes which one scientic atlanta? or pioneer? also strong signal its not good either depending on the system. but that should not be the problem leakage may be or account issue. but if you have the box try this hook it up and see if those channels come in if they do then something wrong with the card or setting with that card

No they took my box. It was a Scientific Atlanta 3250 HD. When I had that box (up till last Friday) I could get all the HD channels in my package (and evidently one extra one). Now some, but not others. I seem to have trouble with local NBC, TNT and Discovery HD the most. Also interesting is the other day I had some channels, but then today before the techs came, I had 0 channels. What is going on?

They brought their own cable box today to check something...I am assuming to see if I got the channels, but I wasn't watching when they were dealing with that.

[j2chulo]

No they took my box. It was a Scientific Atlanta 3250 HD. When I had that box (up till last Friday) I could get all the HD channels in my package (and evidently one extra one). Now some, but not others. I seem to have trouble with local NBC, TNT and Discovery HD the most. Also interesting is the other day I had some channels, but then today before the techs came, I had 0 channels. What is going on?

They brought their own cable box today to check something...I am assuming to see if I got the channels, but I wasn't watching when they were dealing with that.

yeah that what i will do. first because if this problem consist the best way to figure whats going on is by putting a box and see if the box work fine on those channels.

[frieze]

Okay, so my install just got done (by franklin, #262 as well, is he the only cablecard guy in new york?) Anyway it looked like it all went well, and I checked the channels when he was here and all seemed well. On further investigation it is apparent however that all of the channels work with cablecard 1, while only the non-pay channels work with cablecard 2. The question I have now is, will I have to wait two weeks for another appointment? I called twc as soon as I noticed this and they said that they checked with the technician and he said that it needs time to pick up the signal, but this seems weird to me. Anyone have any suggestions on what to say on the next call? Anyone know whether they just have to send another authentication signal on the second card or whether I will have to wait another two weeks until they can replace the second one?

[alee]

Okay, so my install just got done (by franklin, #262 as well, is he the only cablecard guy in new york?)
He's one of the good ones anyway.
Anyone have any suggestions on what to say on the next call? Anyone know whether they just have to send another authentication signal on the second card or whether I will have to wait another two weeks until they can replace the second one?
If Franklin did what he did for me, your receipt should have your Host ID, card number and other assorted information written down, and what slot they're associated with. I'd ask TWCNYC to hit card #2 again and provide the info for what's in #2 as needed.

[SCSIRAID]

Okay, so my install just got done (by franklin, #262 as well, is he the only cablecard guy in new york?) Anyway it looked like it all went well, and I checked the channels when he was here and all seemed well. On further investigation it is apparent however that all of the channels work with cablecard 1, while only the non-pay channels work with cablecard 2. The question I have now is, will I have to wait two weeks for another appointment? I called twc as soon as I noticed this and they said that they checked with the technician and he said that it needs time to pick up the signal, but this seems weird to me. Anyone have any suggestions on what to say on the next call? Anyone know whether they just have to send another authentication signal on the second card or whether I will have to wait another two weeks until they can replace the second one?

If you could post what the cablecard CP screen (the first selection that doesnt say reserved IIRC) says it would be helpful to determine whats up.

[angel35]

I called TWCNYC and i was told that they do not install cable cards in to tivos.I tryed to tell her that they do .She said they only install them in TVs. I could not talk to her so i said Good bye and hung up She did not know any thing about the S3 tivo

[Redhaze737]

Installer showed up, admitted he'd never done it before, and was happy to see the TIVO instructions - not that it made much difference. The biggest problem was communication with the office. They first tried to install both cards at once from the office. Something about both cards being on one work order so they couldn't be installed one at a time. ??? 30 minutes later after getting nowhere they installed one card at a time and it went much smoother. All in all about an hour but it could have been shorter and probably will be as they get more experience.

[rodalpho]

Angel,

Call back and get another rep. She's wrong. When I called in and asked for 2 cablecards, the rep immediately said "Oh you have a tivo?", asked for my s3's serial number, and scheduled the appointment. This was back on september 26th no less. I live in manhattan.

[Scott5943]

OK, I'll jump in the fray!

Time Warner Cable - Cincinnati, Ohio

Scheduled my appointment on Friday (after random calls on Thursday where they wouldn't schedule my installation directly but wanted a supervisor to call me back instead - grrrr), so the Friday call guy set me up.

I clearly stated it was for a Series 3 (which is why they probably wanted a supervisor to start with) and that I would need 2 CableCards. I also asked that they put on the work order to bring a couple extra cards "just in case."

Called back yesterday (Monday) to ensure they knew what to bring - I asked them to read to me what is in their system to confirm it. I didn't tell them what I wanted, but had them read it from the system so that I knew it was there. They got it correct that I needed 2 CCs and to bring extras - I was smilin' yesterday!

Installer gets to the house today (within 20 minutes of the appointment window start time - woohoo!) and I start talking to him rather than let him touch ANYTHING. Of course, he has no idea that the installation was for a Series 3 and no one told him to bring more than 1 card. Sigh....

Luckily, he had another HDTV CC install right after mine and he was willing to use that card to set me up (his name was Jim and he was extremely nice about it).

He and I sat down and read thru the instructions before he started (first Series 3 install for him). I stressed that the most important thing for him was to set up the first card fully before starting the second. He was cool with it.

We went step by step and didn't seem to have any issues - he was open to "coaching" which was really good!

A representation of channels seemed to work OK at this point for both tuners/cards. He stayed for quite a while as we scanned thru the channels - I didn't spend much time on each, but just made sure something was coming in (THIS WAS MY MISTAKE!!!).

Everything seemed good and he trundled off in his little van.

Of course, that is when I play some more and notice something odd - one channel (TNTHD - 969 on TWC-Cincy) dumps its signal on card#2. Card #1 seems fine, but card#2 will find the signal for a second, then drops it (I'll be looking through the forums for that issue here in a minute!).

So, overall was an OK experience, but one problem is that I should have watched all the channels while he was still there.

Oh well, not too bad.

[Bubbette]

To Hokie Fan, Columbia, SC - Bubbette here in Blythewood. After my previous post, re: TWC's techs, they did send another tech the next day to fix the cards and argued with us that they could not "switch" the cable cards around to check and see if one of the cards did not work or if our tuner 2 wasn't working. TWC- Columbia told us they in effect won't support Cable cards and don't support Tivo and really don't care if the cards do or do not work. The techs don't know a thing about cablecards or Tivo. After a few minutes of unpleasant bantering back and forth, they forced the signal and both cable cards now work. TWC, South Carolina needs a wakeup call quickly.

[angel35]

Angel,

Call back and get another rep. She's wrong. When I called in and asked for 2 cablecards, the rep immediately said "Oh you have a tivo?", asked for my s3's serial number, and scheduled the appointment. This was back on september 26th no less. I live in manhattan.

I did that i got nice rep. that knew about tivo he also ask me if i need two cards. I now have a appointment for next week.Lets hope every thing gos well :up: :cool:

[frenchwiz]

Great news! As of this weekend I have my S3 up and running. I ended up ordering it from CircuitCity, since Tivo was quoting 7-10 days to ship it.

I ordered it last Tuesday and received it on Thursday ($16 one day fedex shipping).

I called TimeWarner on Wednesday and my apptmt was setup for Saturday around noon. The guy had never installed a cablecard. I did most of the setup; he did the calling to get it activated. Only took about 45 minutes. We had a few misteps and were not always sure what the support people wanted (host ID, cablecard serial number, etc...) but worked through it fine. So as far as I'm concerned, kudos TimeWarner Cincinnati :)

Note: I already had HD programming and I was swapping out an 8300HD DVR, so maybe that made things easier. Initially, the second cablecard was not seeing the premium (ESPN, etc) HD channels, but after the TW tech spent 10 minutes on the phone that was working.

I love the picture quality! I have a direct view Sony 36" that just looked very grainy with my S2, because of compression loss I think. Now I can use the 720p or 1080i modes in all their glory. Eventually, I guess I'll have to buy a nice 16:9 aspect TV ;)

I've had a few cases where the CableCard operator screen comes on, and I have to hit Clear to get rid of it, but I don't seem to lose any programming. Not sure why that happens. Anyone else notice this?

Bottom line, I'm a happy camper and things went swimmingly for me :)

Happy Tivo'ing!

[jmX]

Los Angeles area (Studio City), 2 techs came by today, put both cards in, made one phonecall, and a few minutes later all worked well. Total time was somewhere between 10-15 minutes. HBO HD and all the other special channels I ordered seem to work great. Can't ask for much more than that (granted, I waited 3 weeks for install due to them running out of cards 2 weeks ago)

[Kifis]

...... kudos TimeWarner Cincinnati :)


I have to agree. Since luring me off satelite last year, I have had only positive experiences with TW-Cincinnati.

My tech also arrived last Thursday AM and spent an hour trying to pin down a slight line loss which turned out to be street side. He then mentioned that he had not seen the new Tivo and had only witnessed a TV cablecard install. He was happy to read the install brochure and follow my promptings. Things were up and running in short order. It took him a long time to close out his workorder - a harbinger of things to come.

Shortly after his departure card #1 failed. A powerdown and reboot brought the card back to life but several channel tiers were not available. Card had a 'waiting for EMMs' error (Entitlement Management Message). A series of phone calls throughout the day produced no results. In each case, though, the entry level tech and/or level 3 tech were determined to make it work. Finally we decided a card replacement was in order.

On Monday morning a tech arrived at the begining of his window, installed the new card and authorized it within twenty minutes. He too had not seen the Tivo and was glad to have some prompting. Been working great with all channels on both tuners - kudos TW Cincinnati.

[tsings31]

I had my cards installed today by our very own, j2chulo. I was so happy when I found out that it was him. He really knows his stuff!!

The installation could not have gone smoother. The worse part was waiting for more than half an hour before dispatch answered and j2 was able to give the cablecard info. TWC needs to improve on that.

All I can say is, "Thank you" to j2 for a job well done. So far, everything is working well.

[krille]

Okay, so my install just got done (by franklin, #262 as well, is he the only cablecard guy in new york?) Anyway it looked like it all went well, and I checked the channels when he was here and all seemed well. On further investigation it is apparent however that all of the channels work with cablecard 1, while only the non-pay channels work with cablecard 2. The question I have now is, will I have to wait two weeks for another appointment? I called twc as soon as I noticed this and they said that they checked with the technician and he said that it needs time to pick up the signal, but this seems weird to me. Anyone have any suggestions on what to say on the next call? Anyone know whether they just have to send another authentication signal on the second card or whether I will have to wait another two weeks until they can replace the second one?

I had this *exact* same issue with Time Warner New York (but I'm in Brooklyn). The techs tried three different cable cards, and all exhibited the same problem.

FINALLY, a supervisor came out yesterday. I'm not exactly sure what he did, and when he left it still didn't seem to have worked. Within an hour, though, the second card was working perfectly. The CP screen for each card shows that "Auth Status" is "CP Auth Received".

One thing I didn't understand till recently is that the "Decryption Status" displayed on the card's CP screen will vary based on what channel the card is currently tuned to - if it's a premium channel, it reads "OK", whereas for a non-premium channel it reads "No ECMs Detected" (when it wasn't working, "Decryption Status" for premium channels was something like "Waiting for ECMs"). So when I thought this value was fluctuating from minute to minute, it actually wasn't.

For any other TW customers in Brooklyn having CableCard problems, I recommend that you try to get this supervisor involved. His name is Vincent, and he's terrific.

For the record, I don't attribute any of my problems to any malicious doings at Time Warner - I think that, barring a few isolated incidents, they recognize that this is something they need to support, and are being cooperative. All of the techs have told me that it's a new technology for them, and it's one TW clearly doesn't understand fully. But all three of the techs I dealt with have worked hard to get my cards working, and have been a pleasure to deal with.

Still working after 24 hours - I'm keeping my fingers crossed...

[j2chulo]

I had this *exact* same issue with Time Warner New York (but I'm in Brooklyn). The techs tried three different cable cards, and all exhibited the same problem.

FINALLY, a supervisor came out yesterday. I'm not exactly sure what he did, and when he left it still didn't seem to have worked. Within an hour, though, the second card was working perfectly. The CP screen for each card shows that "Auth Status" is "CP Auth Received".

One thing I didn't understand till recently is that the "Decryption Status" displayed on the card's CP screen will vary based on what channel the card is currently tuned to - if it's a premium channel, it reads "OK", whereas for a non-premium channel it reads "No ECMs Detected" (when it wasn't working, "Decryption Status" for premium channels was something like "Waiting for ECMs"). So when I thought this value was fluctuating from minute to minute, it actually wasn't.

For any other TW customers in Brooklyn having CableCard problems, I recommend that you try to get this supervisor involved. His name is Vincent, and he's terrific.

For the record, I don't attribute any of my problems to any malicious doings at Time Warner - I think that, barring a few isolated incidents, they recognize that this is something they need to support, and are being cooperative. All of the techs have told me that it's a new technology for them, and it's one TW clearly doesn't understand fully. But all three of the techs I dealt with have worked hard to get my cards working, and have been a pleasure to deal with.

Still working after 24 hours - I'm keeping my fingers crossed...Where was that at? what part of brooklyn? because we don't have any supervisor by that Name. Unless you are talking about Victor. do you Live on Henry St. because he was telling me about a job he did down there yesterday and he said after he left it wasn't working yet but he though it was because the dispatch that put the card in didn't activate it the right way. im glad its working good now. but Yeah about Vincent Unless he was a contractor supervisor i dont' think its a BK TWC supervisor

[j2chulo]

I had my cards installed today by our very own, j2chulo. I was so happy when I found out that it was him. He really knows his stuff!!

The installation could not have gone smoother. The worse part was waiting for more than half an hour before dispatch answered and j2 was able to give the cablecard info. TWC needs to improve on that.

All I can say is, "Thank you" to j2 for a job well done. So far, everything is working well.
Im glad i got your tivo working with the first two card i try it. LOL lot of time i have to used and extra card because one its bad. but Yeah the waiting time was the only issue we had there.

[alee]

Hey j2chulo, just giving you a big thumbs up for joining us on this forum. You're helping a lot of people understand CableCARDs much better! You're doing a great service to both TiVo and TWCNYC!

[macsamurai]

I take personal credit for j2chulo (and supertek, aka victor) - I broke them (or was is broke them down?)in for the rest of you! :)

[ScratchFury]

Anyone have the "Speed of Light" (Digital Cable & Road Runner) package and have any problems with getting the CableCARDs as far as paying much more?

[angel35]

Do you have to give up the cable box when you get cable cards??. Can you keep it if you want too??.

[pmiranda]

Do you have to give up the cable box when you get cable cards??. Can you keep it if you want too??.

Of course you can keep it, they'll just charge you more. You'll need to be sure you have enough signal strength to drive whatever splitters it takes to feed all your devices. My house has a weak signal from the headend so I already have a 15dB amp in the attic to drive a 4-way splitter up there and another 3-way splitter in my entertainment center.

I actually will be keeping my cableco DVR and the cableco set-top that supplies my old TiVo at least until we get through our backlog of recorded shows and make sure the S3 is working correctly.

[angel35]

Of course you can keep it, they'll just charge you more. You'll need to be sure you have enough signal strength to drive whatever splitters it takes to feed all your devices. My house has a weak signal from the headend so I already have a 15dB amp in the attic to drive a 4-way splitter up there and another 3-way splitter in my entertainment center.

I actually will be keeping my cableco DVR and the cableco set-top that supplies my old TiVo at least until we get through our backlog of recorded shows and make sure the S3 is working correctly.

I also need my 8300HD box to drive my two old tivos.If it costs more so be it. I have TWC in new york city :down: IM waiting for cable cards to be installed next week.I hope every thing gos well.

[pmiranda]

How are you using an 8300HD to drive your old TiVos? Mine automatically shuts off the video output after a period of inactivity so I don't trust it to provide a signal and have a conventional 2100 just for my old TiVo to get Speed channel.

BTW, had a tech out an hour ago to install my cablecards here in Austin. He didn't call in the ID or host # before plugging in the second card, which is doing a firmware upgrade. We suspect the second card is bad since it's still going. Waiting for him to come back with another card to try.
Meh.

[BigFrank]

I may be the first Tivo Series 3 owner in Rochester NY...

Anyhow the cable installer came and installed both cards. No hitches and all programming including HBO channels and all the Hi-Def programming came in just fine right off the bat! Asides from the installer telling me he's heard nothing but bad things about CableCard (probably from management) he was quite amiable and patient. The whole thing took less than an hour.

I did notice however that all the sub-99 channels (and their above 99 counterparts) are coming in Analog. Most of the channels above 99 that dont have sub 99 counterparts are coming in digital though. And since I now can get OTA HD I can watch the local FOX channel in Hi-Def even though our cable carrier doesn't yet have it. I just wish Sci-Fi channel and Comedy Central was coming in digital. (or better yet HD).

[hookbill]

I had a supervisor and a lead tech out. They went through the entire set up checking signals from the box to my basement. Then we went through the cable install. Apparently we rushed to confirmation screen on second card which took a few more minutes but we got it resolved and everything went great. The Supervisor, Lennie left me his card with his desk number and told me to call if I had any problems

I'm more then pleased with my install!

[biffski]

Starting last week, whenever my TV is off and Tivo (Series 2 Humax-upgraded harddrive) attempts to change to a channel to record I get an error message on the TV screen and the channel sticks and does not change and the picture (on the channel that doesn't change) has degraded. The error message on the screen is "Your HDTV does not support HDCP. Please use the YPrPb component connection to watch television."

This message again only occurs when the TV is off and Tivo wants to change the channel to begin recording. It does not happen when the TV is on and Tivo wants to change the channel (whether I click on "do you want to change?" or not). Other then leaving my TV on all the time what shall I do? I rebooted the cable box two times and checked all my hookups. They are all good. I use S-Video for the hookups of my cable box to the Tivo and the Tivo to the TV (a Panasonic LCD HDTV). The cable box is a a Scientific Atlanta 3250HD. I did call Time Warner and they told me Tivo is not supported and I should rent their crappy box. (yeah, sure) I then called back and told them to send a tech for a replacement box on friday. They told me they will charge me if it isn't there box. (yeah, right)
Any other suggestions?? Thank you community for all your help.

RS

[wemcbain]

Has anyone recently had TW install the 2 cable cards into their S3 box for NYC?

My S3 has just arrived and of course I now have a wait of 15 days until TW can provide the installation service. Typical of TW and the monopolistic situation we live in.

I have received conflicting info regarding the pricing, first it was $30.30 for a installation (Truck Stop), then the next call advised me that there was an additional $19 for the installation, this I can live with.

But, the TW website for NY & NJ list a CCard charge of $1.75 per month per card. but the scheduler now tells me that the cost is $3.75/month per card and this is consists for each card of $1.75 plus $2 to mirror channels (to duplicate channels??)

Has anyone had the same pricing experience? And how did the installation go?

Thanks

[hookbill]

Has anyone recently had TW install the 2 cable cards into their S3 box for NYC?

My S3 has just arrived and of course I now have a wait of 15 days until TW can provide the installation service. Typical of TW and the monopolistic situation we live in.

I have received conflicting info regarding the pricing, first it was $30.30 for a installation (Truck Stop), then the next call advised me that there was an additional $19 for the installation, this I can live with.

But, the TW website for NY & NJ list a CCard charge of $1.75 per month per card. but the scheduler now tells me that the cost is $3.75/month per card and this is consists for each card of $1.75 plus $2 to mirror channels (to duplicate channels??)

Has anyone had the same pricing experience? And how did the installation go?

Thanks


Heh Heh....There's all kinds of talk about installs in NYC. There's even a tech from TW here. Look back a page or so.

[alee]

Heh Heh....There's all kinds of talk about installs in NYC. There's even a tech from TW here. Look back a page or so.
I think about 40% of this thread is devoted to TWCNYC. :)

[wemcbain]

Hookbill, yes I have read the posts regarding problem installations in NYC, perhaps by my appt. date of Oct18 TW NYC will have gotten its act somewhat together and I await any info re the TW NYC pricing from members of the community who live in NYC

Again thanks

[jfh3]

Starting last week, whenever my TV is off and Tivo (Series 2 Humax-upgraded harddrive) attempts to change to a channel to record I get an error message on the TV screen and the channel sticks and does not change and the picture (on the channel that doesn't change) has degraded. The error message on the screen is "Your HDTV does not support HDCP. Please use the YPrPb component connection to watch television."

This message again only occurs when the TV is off and Tivo wants to change the channel to begin recording. It does not happen when the TV is on and Tivo wants to change the channel (whether I click on "do you want to change?" or not). Other then leaving my TV on all the time what shall I do? I rebooted the cable box two times and checked all my hookups. They are all good. I use S-Video for the hookups of my cable box to the Tivo and the Tivo to the TV (a Panasonic LCD HDTV). The cable box is a a Scientific Atlanta 3250HD. I did call Time Warner and they told me Tivo is not supported and I should rent their crappy box. (yeah, sure) I then called back and told them to send a tech for a replacement box on friday. They told me they will charge me if it isn't there box. (yeah, right)
Any other suggestions?? Thank you community for all your help.

RS


You'll have better luck with this posting in the help form, since it has nothing to do with Tivo Series 3.

But, unless you are using an HDMI cable somewhere in the mix, it sure sounds like a cable box issue to me.

[biffski]

Thank you. Will do.

R

[frieze]

I had this *exact* same issue with Time Warner New York (but I'm in Brooklyn). The techs tried three different cable cards, and all exhibited the same problem.

FINALLY, a supervisor came out yesterday. I'm not exactly sure what he did, and when he left it still didn't seem to have worked. Within an hour, though, the second card was working perfectly. The CP screen for each card shows that "Auth Status" is "CP Auth Received".

One thing I didn't understand till recently is that the "Decryption Status" displayed on the card's CP screen will vary based on what channel the card is currently tuned to - if it's a premium channel, it reads "OK", whereas for a non-premium channel it reads "No ECMs Detected" (when it wasn't working, "Decryption Status" for premium channels was something like "Waiting for ECMs"). So when I thought this value was fluctuating from minute to minute, it actually wasn't.

For any other TW customers in Brooklyn having CableCard problems, I recommend that you try to get this supervisor involved. His name is Vincent, and he's terrific.

For the record, I don't attribute any of my problems to any malicious doings at Time Warner - I think that, barring a few isolated incidents, they recognize that this is something they need to support, and are being cooperative. All of the techs have told me that it's a new technology for them, and it's one TW clearly doesn't understand fully. But all three of the techs I dealt with have worked hard to get my cards working, and have been a pleasure to deal with.

Still working after 24 hours - I'm keeping my fingers crossed...


After all that worry things wound up getting resolved by a phone call at 8 something. I just called and told them that I thought my second cablecard wasn't working properly, and the guy on the phone fumbled around with their system for a few minutes (they don't do that many cablecard configs so he had to do some trial and error, which is understandable) and then he re-hit it. What is weird is that after he did that nothing had changed, so he had me turn my tv off and on again, which then caused it to work right away. I will freely concede that this makes no sense (my tv is connected via component video so it can't even be an hdmi handshake problem,) but it worked. My only problem now is that my tv loses it on some transitions when in HD mode now, but I suspect that is just a result of having a first generation HD set which auto-senses a little too quickly when there is a signal interruption. All told I am quite happy with Time Warner's performance in the whole matter.

[SmirkingRevenge]

I've spent most of the day dealing with cablecard pains. The cards have worked just fine for all non-encrypted channels. However all HBO, premium HD, etc channels are grey screened when I tune them with the TIVO. I finally (after using a backdoor direct level 3 tech number) got in touch with a tech who seemed knowledgable who stated that if this was an encryption problem, I'd be getting a "you are not authorized for this channel, call xxx-xxxx to purchase the service" message, and not a non-signal screen. Is this correct? He wants me to waste yet another day with an installer who's going to recheck my signal levels (which the guy supposedly did today and he said it was fine). If he's wrong, I will call them back yet again and try something else...

[rodalpho]

I now have a wait of 15 days until TW can provide the installation service. Typical of TW and the monopolistic situation we live in.
Geez, 15 days? I thought I was bad at 10 days. I feel your pain man. I called every single day at 9AM trying to get an appointment to come earlier. Finally, FINALLY, my appointment is tomorrow.

[SCSIRAID]

I've spent most of the day dealing with cablecard pains. The cards have worked just fine for all non-encrypted channels. However all HBO, premium HD, etc channels are grey screened when I tune them with the TIVO. I finally (after using a backdoor direct level 3 tech number) got in touch with a tech who seemed knowledgable who stated that if this was an encryption problem, I'd be getting a "you are not authorized for this channel, call xxx-xxxx to purchase the service" message, and not a non-signal screen. Is this correct? He wants me to waste yet another day with an installer who's going to recheck my signal levels (which the guy supposedly did today and he said it was fine). If he's wrong, I will call them back yet again and try something else...

He is wrong. That would be true for a STB but not for a Cablecard.

[angel35]

How are you using an 8300HD to drive your old TiVos? Mine automatically shuts off the video output after a period of inactivity so I don't trust it to provide a signal and have a conventional 2100 just for my old TiVo to get Speed channel.

BTW, had a tech out an hour ago to install my cablecards here in Austin. He didn't call in the ID or host # before plugging in the second card, which is doing a firmware upgrade. We suspect the second card is bad since it's still going. Waiting for him to come back with another card to try.
Meh.

My 8300HD does not turn off at any time . I get a signal at all times from the back of the box YWR out puts to the tivo :up:

[minckster]

My 8300HD does not turn off at any time . I get a signal at all times from the back of the box YWR out puts to the tivo :up:If you get the SciAtl Users' Manual (you'll have to join their "club" to download it), you'll find a section about the unit powering off - and even the schedule for it doing so. It looks like TWCNYC (and maybe most places using Passport instead of SARA software) have turned off that "feature." If you still have that feature, it's probably worthwhile to ask to do a self-installed swap for another box. Just say that your current one is noisy and you want to try another one -- no point in trying to explain anything else.

[minckster]

Has anyone recently had TW install the 2 cable cards into their S3 box for NYC?

My S3 has just arrived and of course I now have a wait of 15 days until TW can provide the installation service. Typical of TW and the monopolistic situation we live in.

I have received conflicting info regarding the pricing, first it was $30.30 for a installation (Truck Stop), then the next call advised me that there was an additional $19 for the installation, this I can live with.

But, the TW website for NY & NJ list a CCard charge of $1.75 per month per card. but the scheduler now tells me that the cost is $3.75/month per card and this is consists for each card of $1.75 plus $2 to mirror channels (to duplicate channels??)

Has anyone had the same pricing experience? And how did the installation go?

ThanksSee my post #147 (http://www.tivocommunity.com/tivo-vb/showthread.php?p=4391970&&#post4391970) way above. I got $19 installation + $1.75 per card. It was an a-w-f-u-l fight. I've since cancelled cable. While waiting for the installation, I found that free OTA is fine for me.

[ingenue007]

I now get all my channels

After 6 techs it finally works.

Here's what I wrote to a tech for TW. I got the instructions on here in another thread and tweaked it slightly. The important thing is if you aren't getting all your channels, make sure you restart tivo and unplug it for the memory to clear. This is akin to REBOOTING windows after windows update.

I finally got the S3 to show all channels. First off I've been chatting with Josh Rouw on your live chat since last week. We've tried paring, hits etc. No luck. Today I emailed him again and he said he was at work today and I asked him if he could call me again. He did and we were off to work. Here are the steps we followed exactly. Actually as I was talking to him, he revised this into more concise steps with exact menu buttons to push on Tivo. I think he will give this to the other techs so that they will know. Basically what happened is that NO TW Tech nor contractor followed the instructions Tivo provided. They just tried to setup both cards at one time. The steps have to be followed exactly. What would happen is that they would all try to set it up incorrectly and after awhile finally read the instructions and do it as instructed. But what they failed to do is restart the system so that it would clear its memory. They just tried it on top of a bad installation. what I did was completely restart the system AND unplugged it to make sure hte memory was cleared. Then I started over and followed all the instructions exactly as indicated below. I hope this helps your team. If the first tech had simply followed as it was written, this would not have had occured.

All the techs would tell me that I would have to wait 4 hours or more for the hits to come through. This is completely UNTRUE. I can tell when the hit comes by looking at the cable card diagnostic menu in Tivo. Under CP diag, there is a line that says "POWER KEY." If it is not authorized and not hit, it will say "Waiting for EUT." Once hit, it will say "ready." After it says ready, the channels will be received under 5 minutes max (it was more like 2 minutes).




The solution was simple...follow the instructions EXACTLY! In all the
previous times we left the first working cablecard in and just put a second
one in and tried to get that to work...with no results. This time we went
back to step one and followed the instructions form TiVo exactly.
1. Restarted TiVO and then pulled the plug...no power.
2. Removed BOTH cablecards (including the working one..this made me nervous)
3. Plugged TiVo back in and restarted without any cablecards.
4. Once it rebooted...went to the cablecard setup screen
5. Inserted the first (working ) cablecard. TWC reprovisioned the card (sent signal to it)
6. Waited for the first cablecard to authorize and receive all channels
(about 5 mins)
7. Tested the channels on cablecard #1 and verified it was working.
8. Returned to the cablecard setup screen
9. Inserted cablecard #2 in the slot. TWC reprovisioned the card (sent signal to it)
10. Waited for cablecard #2 to say it was authorized (cablecard diag
screens)
12. Went to test the channels on cablecard #2 and waited (less than 5 min)
13. All the channels began to work perfectly.
14. Verified that all channels worked on both cablecards
15. Jumped up and down and shouted with excitement since it was finally

[rodalpho]

Yeah. The recurring theme seems to be follow the damn instructions already.

[mikeromo]

Amazing...the TimeWarner person I talked to said they didn't even SUPPORT CableCards. I'm in LA...

ridiculous.

[minckster]

Amazing...the TimeWarner person I talked to said they didn't even SUPPORT CableCards. I'm in LA...

ridiculous.This might help: http://www.timewarnercable.com/SoCal/products/cablecard.html

If that's not your local company, google it. Time Warner sites are very similar across the country.

[H.I.McDunnough]

The solution was simple...follow the instructions EXACTLY! In all the
previous times we left the first working cablecard in and just put a second
one in and tried to get that to work...with no results. This time we went
back to step one and followed the instructions form TiVo exactly.
1. Restarted TiVO and then pulled the plug...no power.
2. Removed BOTH cablecards (including the working one..this made me nervous)
3. Plugged TiVo back in and restarted without any cablecards.
4. Once it rebooted...went to the cablecard setup screen
5. Inserted the first (working ) cablecard. TWC reprovisioned the card (sent signal to it)
6. Waited for the first cablecard to authorize and receive all channels
(about 5 mins)
7. Tested the channels on cablecard #1 and verified it was working.
8. Returned to the cablecard setup screen
9. Inserted cablecard #2 in the slot. TWC reprovisioned the card (sent signal to it)
10. Waited for cablecard #2 to say it was authorized (cablecard diag
screens)
12. Went to test the channels on cablecard #2 and waited (less than 5 min)
13. All the channels began to work perfectly.
14. Verified that all channels worked on both cablecards
15. Jumped up and down and shouted with excitement since it was finally

Thank you SO much. I have been very concerned with the issues presented regarding Austin TW Cable. Sounds like it is just a process issue. I've printed these directions, and will call TW today to get things rolling. Thanks for taking one (or six) for the team.

[ingenue007]

Oh make sure the cards are un-paired before you initially insert them (they should be, but just ask them to make sure)

[pmiranda]

Oh make sure the cards are un-paired before you initially insert them (they should be, but just ask them to make sure)

I wish I knew that before I tried another worthless call to TWA this morning. They sent out another hit to the card and said to wait 2 hours. Now I have a supervisor that's supposed to come out this afternoon. He'll probably just randomly swap cards until it breaks something.
I'm stuck with "Decryption status: OK" and "PowerKey status:Not Ready - Waiting for EMMs"
ECM and EMM counts both 0.

I get local HD but no digital channels and no TNT or Discovery HD

Maybe I'll plug in the second card again just for the hell of it while I wait...

[jacksonian]

Something's not right. I just had my install this am, and the first card we put in was still paired to a Sony TV. But once the rep on the phone got everything linked to my account, it worked perfectly. Somebody's not doing something right on the other end, because mine was still paired to another customer's TV and we got it to work right away.

[SCSIRAID]

I wish I knew that before I tried another worthless call to TWA this morning. They sent out another hit to the card and said to wait 2 hours. Now I have a supervisor that's supposed to come out this afternoon. He'll probably just randomly swap cards until it breaks something.
I'm stuck with "Decryption status: OK" and "PowerKey status:Not Ready - Waiting for EMMs"
ECM and EMM counts both 0.

I get local HD but no digital channels and no TNT or Discovery HD

Maybe I'll plug in the second card again just for the hell of it while I wait...

On the card with Not Ready status.... is it in CP AUTH RECEIVED or WAITING for CP AUTH?

[SCSIRAID]

Something's not right. I just had my install this am, and the first card we put in was still paired to a Sony TV. But once the rep on the phone got everything linked to my account, it worked perfectly. Somebody's not doing something right on the other end, because mine was still paired to another customer's TV and we got it to work right away.

Nothings wrong... The rep updated the pairing and sent a 'hit' to the card. Thats the way its supposed to work. My first card was already paired to my TV and 'provisioned' properly. That card was a piece of cake to move and get working in the S3. The other card... the new one... was the pain.

[pmiranda]

On the card with Not Ready status.... is it in CP AUTH RECEIVED or WAITING for CP AUTH?

CP AUTH RECEIVED.

I just tried getting someone from the online chat support to re-pair the cards but all he'd do is schedule a tech for tomorrow morning. Maybe if I'm really lucky there actually is something wrong with these particular cards but I suspect they have something screwed up on my account back at the office. About twice a year my cable modem stops working because they screw up the account.

[SCSIRAID]

CP AUTH RECEIVED.

I just tried getting someone from the online chat support to re-pair the cards but all he'd do is schedule a tech for tomorrow morning. Maybe if I'm really lucky there actually is something wrong with these particular cards but I suspect they have something screwed up on my account back at the office. About twice a year my cable modem stops working because they screw up the account.

Pairing isnt the problem.... CP AUTH RECEIVED means they are already paired. You need provisioning.... The card is waiting to be told what the card is allowed to decode and then 'HIT' with that information.

[hiro]

CP AUTH RECEIVED.

I just tried getting someone from the online chat support to re-pair the cards but all he'd do is schedule a tech for tomorrow morning. Maybe if I'm really lucky there actually is something wrong with these particular cards but I suspect they have something screwed up on my account back at the office. About twice a year my cable modem stops working because they screw up the account.


Your card has been setup in the Time Warner system, it just needs to be given the provisioning information. You need to have Time Warner send a "Hit" to the card and I found out during my 5 technician visits and countless chats that CSRs might not be able to do it right. You can check to see if the card is getting Hit by watching the EMM count. It should start happening soon after they send the Hit (note: the screen doesn't automatically refresh, you have to exit and re-enter the SA CP screen to refresh the information) and around EMM count #50, the channels will start coming in.

For me, the technicians finally had to call the DNCS group and have them Hit the cards before they started receiving any digital or premium channels. Calls to the regular CSR agents accomlished nothing as I wasn't even seeing the EMM counts increase. If they say it should take effect in an hour or two and you don't see any EMM counts, I'd call BS and try to escalate it. They do not need to send a tech out but it might be best to have them come out anyway so that you can get them to properly Hit the card.

[rrman]

Time Warner tech (Ithaca, NY in Tompkins County) came to install my CableCard this morning. Things went smoothly, relative to other folks' experience. Contrary to TiVo's instructions, the tech installed both cards at the same time, since he said he will only be placing one call back to headquarters. Fortunately, things worked. I got my regular channels, including HBO HD and Showtime HD. However, I wasn't getting the premium HD channels (HDNET, ESPNHD, inHD, inHD2, HDNET Movies, etc.). The tech suggested that I call the TW office myself, but I asked to resolve the problem now, since the issue may be related to the CableCards (since I was already getting these premium HD channels on my cable boxes). So, he called the TW office, and they activated my premium HD channels, and they now work properly (and I verified that they work for both cable cards). I went through guided setup again (which, BTW, takes more than half an hour if you don't know all the channels off the top of your head). Now, things work great! I get all the channels that I should (well, I didn't check ALL the channels, but those that I cared most about, especially the HD channels).

The only odd behavior I get is when I first tune in to some channels, I get a message at the bottom of the screen saying that the TiVo is not authorized for the channel. This message shows up for about a second, and then the message disappears and the channel tunes in correctly.

Nevertheless, after reading all the posts in this thread, I've got to say that my installation went quite smoothly!

[pmiranda]

For me, the technicians finally had to call the DNCS group and have them Hit the cards before they started receiving any digital or premium channels. Calls to the regular CSR agents accomlished nothing as I wasn't even seeing the EMM counts increase. If they say it should take effect in an hour or two and you don't see any EMM counts, I'd call BS and try to escalate it. They do not need to send a tech out but it might be best to have them come out anyway so that you can get them to properly Hit the card.

That seems to be the issue. What's the DNCS group? Every time I do a chat it gets "escalated" but the 2 times they've agreed to hit the cards again I still don't see any EMMs. The counts have always been 0. Is it possible for this to be a signal strength issue given that the channels I tune (and even the ones it won't show!) read >90 signal strength?

[hiro]

That seems to be the issue. What's the DNCS group? Every time I do a chat it gets "escalated" but the 2 times they've agreed to hit the cards again I still don't see any EMMs. The counts have always been 0. Is it possible for this to be a signal strength issue given that the channels I tune (and even the ones it won't show!) read >90 signal strength?

First off, I don't think it has anything to do with signal strength. TW may try to pawn if off on signal/cabling, but if your TW 8300HD worked, then the signal and cabling are fine.

I believe that the DNCS group is the technical group that supports the backend digital services (DNCS = digital network control system). I would suggest calling technical support (don't know if they are available in the on-line chat) and trying to get them to hit it or have DNCS do it. Like I said, the CSR agents did not appear to be able correctly hit the box. Whether it be a CSR tool issue or a lack of knowledge issue, the CSRs were no help.

Note: un-pairing/pairing is not the same as hitting the cards. The CSR agents seemed to be able to pair the cards but sending a hit never seemed to work with them (they may have thought a hit & a pairing where the same thing).

Hope this helps.

[rodalpho]

Just had my install completed flawlessly by time warner manhattan. The tech had never even heard of the series3, but he agreed to do the cards in sequence and everything went great. The only fine point was that after first inserting each cablecard we needed to wait ~15 minutes for the firmware to upgrade with very little feedback. Once the firmware upgrade finished, the guy called in my host ids, the dispatcher tagged the card, and I was watching HBOHD <5 minutes later. No sweat.

It took them two frickin weeks to schedule the appointment, but in the end I'm very happy.

[HJR]

TW was out to install 2 cable cards today, the tech said my area formally Comcast has an A - B cable setup and that the Tivo S3 will not work until TW finishes converting all the A B to a single cable system. Could be as long as 6 months. I do not believe there is a good solution to this. Any others experience this and any workarounds?

[pmiranda]

TW was out to install 2 cable cards today, the tech said my area formally Comcast has an A - B cable setup and that the Tivo S3 will not work until TW finishes converting all the A B to a single cable system.

I'd think you could get all the A or all the B channels.

If the Antenna input on TiVo could be configured to tune cable channels instead of OTA you would at least be able to get the analog channels on the other cable, but this would require a fundamental software (and possibly hardware) change to TiVo.


[A side note: I now have a tech scheduled to come out tomorrow morning... hopefully being a "tech" instead of an "installer" he can convince somebody at the office to do the right thing.]

[j2chulo]

Hey j2chulo, just giving you a big thumbs up for joining us on this forum. You're helping a lot of people understand CableCARDs much better! You're doing a great service to both TiVo and TWCNYC!
Thanks. alway happy to hear hear good thing about my job. lol but yeah its good to contribute with what ever i can to help other.

[apsarkis]

I got my S3 CC install done on Tues AM, and even though I was told I was the first for their office, things went really well. I started by trying to pick up the CC's last Fri, but was told I couldn't do a self-install. Ordered the CC's, initially told they might be able to do the install on Sat, but it turned out they had none available, so they got some brand new SA CCs on Mon and came to install last Tues AM.

The tech was concerned about the signal level, so he replaced the feed from the pole on the street to my house, replaced all my splitters and put new connectors on all my inside cables. He improved the signal level from about -10db up to -5db, which he said was still a little low, but close enough. Definitely got my $30.30 worth.

After spending all that time re-cabling, it still took a while to get the first CC activated, mostly with him on the phone explaining what to do to the CSR. Second CC went considerably faster. Got all my "local" - NYC (CBS, NBC, Fox, ABC, CW, PBS), basic (Disc, UHD, SNY, TNT) and premium (HBO, SHO) HD channels working great!

[iDriveX]

I HATE Adelphia / TWC with a passion

Writing in from Agoura Hills, CA (near Los Angeles on the 101 Corridor):

So I talked to TWC and told them that it was going into a TiVo and to bring as many CableCARDs as they could. They gave me a 3-5 PM window. So I sat there and waited. The tech finally showed up around 6:15 and made a bunch of sorry excuses about being late. This was, of course, his first Series3 Install.

So I told him that I would read the directions and install the card and I just needed him to do his thing.

So I installed the first card into the bottom slot, got all the information and he called it in. I clicked on "Test Channels" and I got the spinny ying-yang for like 5 minutes and I was like "wanna call em back and figure out what's going on?" So he did and they were like "Sorry, these CableCARDs were configured for use in a Cable Modem not for cable telelvision"

So they got on the phone with some high level engineer who supposedly switched them to be used in the TiVo, so I put it back in the TiVo again while the tech flirted with Maribel the girl on the other end of his walkie talkie. The info came up and she had Maribel "hit the card again". Then she called back and said she "pinged it" and again, I went to test channels and the spiny ying-yang stayed on for like 5 minutes until we finally declared it dead.

So they took their CableCARDs and I set an appointment for Saturday from 8-12 .... Hey TW I thought you only did two hour windows....Not on Saturdays...You either get AM or PM. I told the tech to bring more than 2 CableCARDs, he said he wasn't allowed to, something about being tied to a work order number. So I said whatever, and then he said "Ya know, TWC has a brand new DVR that isn't $800 and will work much easier than this...." I thanked him and told him to make sure he brings some working CableCARDs on Saturday.

I swear to God, never in the history of man, has one industry come together so well to screw the average consumer over and over and over and due to a lack of alternatives, (Sat TV is just as bad), the consumer has been forced to take it over and over and over, or face becoming one of those people that says ..."No I don't watch TV".

[jfh3]

When he comes back, see where you can get one of those cable modems that take CableCARDs ... ;)

[iDriveX]

When he comes back, see where you can get one of those cable modems that take CableCARDs ... ;)

Seriously ;-)

I think the card was classified as a Cable Modem or something in their work order and they couldn't do the activation or something. I hate TWC.

[rasandefur]

MY TWC - Raleigh saga continues.

Rashaad was able to get the first card working, but still no luck with the 2nd card. Unfortunately, the tech only brought one extra card with him, even though I've begged them before every visit to bring several. They keep saying, "We only had one at the warehouse", which is pretty fishy. Am I the ONLY customer that needs a cable card in the Raleigh-Durham area?

It seems to me that it must have to do with the card, because we did everything exactly the same as on the last two visits, but for some reason, the one new card worked whereas the others would not. So confounding!

I'm up to my 5th visit now, and I almost don't want to schedule it because I need a break from the stress. I think I've lost 10 pounds this week.

Rashaad was very professional and worked diligently to resolve the issue. He even got on the phone with Tivo, who is now working with him to try to figure out what the problem is. He's supposed to call me back when he gets more info from Tivo. Tivo acknowledged that there may be a glitch on their behalf with installation of the 2nd card (yikes!).

It's clear that things are not as simple as we all think they should be. There's no doubt we've got some smart people who are still struggling with the cable card configuration issue.

[hookbill]

MY TWC - Raleigh saga continues.

Rashaad was able to get the first card working, but still no luck with the 2nd card. Unfortunately, the tech only brought one extra card with him, even though I've begged them before every visit to bring several. They keep saying, "We only had one at the warehouse", which is pretty fishy. Am I the ONLY customer that needs a cable card in the Raleigh-Durham area?

It seems to me that it must have to do with the card, because we did everything exactly the same as on the last two visits, but for some reason, the one new card worked whereas the others would not. So confounding!

I'm up to my 5th visit now, and I almost don't want to schedule it because I need a break from the stress. I think I've lost 10 pounds this week.

Rashaad was very professional and worked diligently to resolve the issue. He even got on the phone with Tivo, who is now working with him to try to figure out what the problem is. He's supposed to call me back when he gets more info from Tivo. Tivo acknowledged that there may be a glitch on their behalf with installation of the 2nd card (yikes!).

It's clear that things are not as simple as we all think they should be. There's no doubt we've got some smart people who are still struggling with the cable card configuration issue.

When installing the second card are you waiting a bit before going to the card configuration screen? We discovered during my installation that waiting a few minutest before going to the configuration screen was necessary. I don't know why but that worked. We had all new cards and by the third card we decided to try just waiting a bit. It may not be a problem with the card. I would suggest 5 minutes wait period. Mine worked in 3 minutes.

[pmiranda]

Yep, even a working card takes several minutes to start up. On TW-Austin, the sequence goes:
Auth Status:Waiting for CP Auth
Auth Status:CP Auth Received
PowerKey status:Not Ready - Waiting for Time
PowerKey status:Not Ready - Waiting for EUT
PowerKey status:Ready
MKS Period switches from 60 seconds to 100 seconds
Test Channels shows "No Channels Available" for a couple minutes
Prog Number switches from 0 to 10 then Test Channels works

Your cable system may vary, and prog number changes depending on which channel you're tuning so that might be a coincidence. And of course, I'm still not getting EMMs or ECM's so I'm not getting digital channels or upper HD channels. 1-1/2 hours into my 4-hour window waiting for a tech to come out...

[rlay]

I just received a call from TWC (former Adelphia, Imperial Valley, CA) a few hours before the appointment to tell me that they do not have any "HD" cable cards available. This is after a botched install 2 weeks ago where one card gave me a 161-1 error and the other doesn't receive any of the HD Package channels (although it works with HBO-HD). I taken the day off work to deal with this.

At this point the TIVO works with analog cable really well, although channels like MTV2 (99) keep appearing and disappearing. I hate the fact that I can't use 1 CableCard and Analog cable at the same time. This would probably keep me from returning the TIVO for the time being.

Is there really a difference between HD Cablecards and standard ones?

The installer is still coming to see if he can fix anything, but if he can't I am seriously considering returning the TIVO....and perhaps even switching to DirecTV. This is ridiculous and frustrating.

[SCSIRAID]

I just received a call from TWC (former Adelphia, Imperial Valley, CA) a few hours before the appointment to tell me that they do not have any "HD" cable cards available. This is after a botched install 2 weeks ago where one card gave me a 161-1 error and the other doesn't receive any of the HD Package channels (although it works with HBO-HD). I taken the day off work to deal with this.

At this point the TIVO works with analog cable really well, although channels like MTV2 (99) keep appearing and disappearing. I hate the fact that I can't use 1 CableCard and Analog cable at the same time. This would probably keep me from returning the TIVO for the time being.

Is there really a difference between HD Cablecards and standard ones?

The installer is still coming to see if he can fix anything, but if he can't I am seriously considering returning the TIVO....and perhaps even switching to DirecTV. This is ridiculous and frustrating.

There is only one kind of cablecard.... today.

[hookbill]

I just received a call from TWC (former Adelphia, Imperial Valley, CA) a few hours before the appointment to tell me that they do not have any "HD" cable cards available. This is after a botched install 2 weeks ago where one card gave me a 161-1 error and the other doesn't receive any of the HD Package channels (although it works with HBO-HD). I taken the day off work to deal with this.

At this point the TIVO works with analog cable really well, although channels like MTV2 (99) keep appearing and disappearing. I hate the fact that I can't use 1 CableCard and Analog cable at the same time. This would probably keep me from returning the TIVO for the time being.

Is there really a difference between HD Cablecards and standard ones?

The installer is still coming to see if he can fix anything, but if he can't I am seriously considering returning the TIVO....and perhaps even switching to DirecTV. This is ridiculous and frustrating.

Does your cable card screen show both cards active? If only one card is active (card 1) then I highly suggest you pull out card 2 (with tech there on phone to head end) and put it back in. Wait 5 minutes before going to the configuration screen. Then go to the card screen. If it confirms it there let tech get his info and make sure he has head end marry the cards together.

If Card 1 isn't showing activation, then unfortunately you may have to pull plug and start over. And no, there is no difference in cards as previously mentioned.

[rlay]

Does your cable card screen show both cards active? If only one card is active (card 1) then I highly suggest you pull out card 2 (with tech there on phone to head end) and put it back in. Wait 5 minutes before going to the configuration screen. Then go to the card screen. If it confirms it there let tech get his info and make sure he has head end marry the cards together.

If Card 1 isn't showing activation, then unfortunately you may have to pull plug and start over. And no, there is no difference in cards as previously mentioned.

Thanks Bill, we'll try that when he gets back. One card is active.

The installer left with the bad card more than an hour ago and has not returned. He did have a manual with him on CableCard installations. He said he was going to come back with another card to replace the one with the 161-1 message. We did a restart of the system and they retransmissed...again they did not use the Host ID. I'm in the same state as before (HBO & locals in HD but no HD Package; ESPN-HD, HDNET, etc). The guy at the call center said it might take up to a few hours for the channels to appear (although the other channels appear to be up).

Fingers crossed.

[rlay]

The installer just left. They had no Cablecards in the local warehouse and will have to order new ones.

So, I'm stuck at this point with no second cablecard and one that doesn't work completely.

The installer left a message for the Area Director and gave me the director's business & cell phone numbers. If he doesn't call by Monday, I'll start calling him. I've asked the installer to see if they can expidite the shipment and prioritize this. It's been over a month since I placed this order, and no one knows what they are doing (on the phone or in person).

I can't believe that they can't call someone who has got this working for any of the other Time Warner offices around the country. If this isn't fixed soon, everyone is losing out. I'll be cancelling my cable & broadband, returning the TIVO, and switching to AT&T and/or DirecTV.

[hookbill]

The installer just left. They had no Cablecards in the local warehouse and will have to order new ones.

So, I'm stuck at this point with no second cablecard and one that doesn't work completely.

The installer left a message for the Area Director and gave me the director's business & cell phone numbers. If he doesn't call by Monday, I'll start calling him. I've asked the installer to see if they can expidite the shipment and prioritize this. It's been over a month since I placed this order, and no one knows what they are doing (on the phone or in person).

I can't believe that they can't call someone who has got this working for any of the other Time Warner offices around the country. If this isn't fixed soon, everyone is losing out. I'll be cancelling my cable & broadband, returning the TIVO, and switching to AT&T and/or DirecTV.

Do you know what kind of DVR the TW in your area uses and what kind of software? In my area they used SA 8300 and SARA.

Did he try to remove the second card and reinstall it like I said?

[lgfausak]

just thought i'd post my experience in coppell, tx.
ordered 2 cable cards on sunday.
installation between 11-2 on tuesday.
installer showed up at 3:30, left at 4, said the
cable card would take up to an hour to work.
never started working, called, had to make another appointment, 8-11 on
wednesday. no show. called back. new appointment at 2pm, no show.
called back, etc, etc..2 guys show up at 3:40pm and spend about 15 minutes,
get the cable cards working and leave.
12 phone calls, 2 missed appointments, late for 2 appointments,
12 emails...and poof, it works.
it could be easier! but it's worth the pain.

[pmiranda]

Woohoo! Super-Tech (who shall remain nameless so that he doesn't get stuck on cablecard installs all weekend) just left me with both cards working and getting all channels. After wasting a couple hours trying to get dispatch to send hits he heard over the radio that the system that sends the card hits had been broken the whole time. Once the system was back up he grabbed two brand new cards and went through the proper procedure:

(Some details specific to Austin)
Call Dispatch/Accounts to make sure the services on the cablecards are "balanced" with those on your regular boxes. (ie, Digital, Premiums, etc.)
Restart TiVo
Unplug for a minute after it shuts down
Remove any existing CableCARDs
Plug back in
Wait for TiVo to finish booting
Write down Card Number and MAC address then Insert Card1
Call in CardID and HostID displayed by TiVo to the regular dispatch folks
Pop in and out of the CP Status page (it doesn't refresh itself) watching for the card to go through this sequence:

Auth Status:Waiting for CP Auth
Auth Status:CP Auth Received
PowerKey status:Not Ready - Waiting for Time
PowerKey status:Not Ready - Waiting for EUT
PowerKey status:Ready
MKS Period switches from 60 seconds to 100 seconds
Test Channels shows "No Channels Available" for another minute or two
Test Channels should start displaying the analog and local HD channels

Call DNCS to get them to send hits (I'd think anyone could do this but they seem to be the Jedi of the bunch)
EMM Count increments to 39 or more
ECM Count increments to 4 or more
Test Channels should now show everything you're subscribed to

When you return to live TV through the normal interface, you may get a blank screen but it should fix itself as soon as you change channels.

If I figure out where to send it to, I'll be writing a letter to TW-Austin to give proper kudus to "Super-Tech"... he hadn't done a CableCARD install before but had the persistence to keep working despite problems with phones, radios, and surly backline support folks.

Now busy copying several dozen season passes and wishlists by hand from the old TiVo and the 8300 DVR...

[rlay]

The installer came back unexpectedly with a new Cablecard this afternoon. After sending hits to the card from dispatch, it now works as well as the other card that was previously working. Not once was he asked for the Host ID.... but he did verify the serial number of the card with dispatch.

I am still missing 4 channels, but I get most of what I was subscribed to with the execption of HDNET, HDNET-Movies, ESPN-HD, and DiscoveryHD. I do get HBO-HD and the lone Fox local station. Anyone know how to remedy this?

I can live with this for now, but still have a service request in to get it fixed. I'm holding onto the Motorola for another month.

If I add more channels, does the Card need to be reprogrammed?

Also, my online guide does not reflect the new channels that were added. How long does it take to reflect on the Tivo site?

[rlay]

Do you know what kind of DVR the TW in your area uses and what kind of software? In my area they used SA 8300 and SARA.

Did he try to remove the second card and reinstall it like I said?

The DVR that they use here is the Motorola DCT 6412. The installer had a Scientific Atlanta Cablecard System manual with him. I still have the 6412 until the 4 missing channel issue gets resolved.

We did remove both cards and reinstalled them sequentially....although, I'm not sure how to tell whether they were activated properly. Interesting thing did happen though...the instant dispatch sent the hit out for each card I got a quick 161-4 error then the cablecard pairing screen after a few seconds. We went back to the test channels page, and in about 30 seconds all of the channels I now get are were working...still missing 4 HD channels on both cards.

[hookbill]

The DVR that they use here is the Motorola DCT 6412. The installer had a Scientific Atlanta Cablecard System manual with him. I still have the 6412 until the 4 missing channel issue gets resolved.

We did remove both cards and reinstalled them sequentially....although, I'm not sure how to tell whether they were activated properly. Interesting thing did happen though...the instant dispatch sent the hit out for each card I got a quick 161-4 error then the cablecard pairing screen after a few seconds. We went back to the test channels page, and in about 30 seconds all of the channels I now get are were working...still missing 4 HD channels on both cards.

If they are using Motorola's shouldn't they be using Moto cards? And what the heck is he looking at a SA manual for? I mean if you want to fix a Chevy you don't use a Ford manual.

[rlay]

If they are using Motorola's shouldn't they be using Moto cards? And what the heck is he looking at a SA manual for? I mean if you want to fix a Chevy you don't use a Ford manual.

The SA manual seemed to be a "system" manual. The Cablecards are Motorola.

[j2chulo]

I Just installed two CCard here in brooklyn At ( tsings31 ) builden. well everything went ok the cards are working fine. Only issues i had was that the cards where not on TWC System so i had to wait for my dispatch to get that fix. But im afraid i will get a call back there because the customer was nah home at the time of the installation. he left two guys there who didn't know anything about tivo non how to work the tv. so I told them to let the customer know that he need to go throughout the Tivo setup again to update the Guide list. the list its only showing up to ch 99. but all channels are there. HBOHD SHOHD TNTHD etc. Also he has his tivo connected to a HDTV using the RCA Cable through the regular video output no HD output so he may experience some kind of PIC problem in term of size and quality. any way i left a little note for him to look at that and try to connect everything the right way since he has a home ent. system connected to the tv using the HD input on the TV weird the ent.. doesn't need that. Any way but the installation was smooth. I don't know why or how other systems are having so much problem with the CCard

[Gene S]

Interesting thing did happen though...the instant dispatch sent the hit out for each card I got a quick 161-4 error then the cablecard pairing screen after a few seconds. We went back to the test channels page, and in about 30 seconds all of the channels I now get are were working...still missing 4 HD channels on both cards.

You can ignore the 161-4 error.

http://customersupport.tivo.com/knowbase/root/public/tv010416.htm?

[FUBAR]

I haven't ordered a S3 yet, but I did call TW here in Raleigh, NC. They charge 1.75 per card per month, but charge 49.99 installation per card. Anyone else here live in Raleigh get the same answer?

I'm in durham, but that's the same cost i had to pay to get CC working with my TV.

However i got the cost of the install waived after i had 8 Techs out to try to get the card working. It was the largest pain in the butt i've ever been though with TWC. I actually got about $60 off my bill that month, because of late installers, installers not showing up, ect.

[jacksonian]

TWC Greensboro charged me $22 to install both cards and they charge me $1.75 x2 per month.

[FUBAR]

"If you use a S3 with a cable card you will get the digital version"

Not true with TWC Raleigh. Cablecard gets the analog version.

When I had the card in a TV, I could see that analog artifacts. Spoke with TWC and they confirmed that CC receives NTSC analog for channels under 100. Digital Simulcast is only with their STB.


Yeah, TWC in durham does the same thing.... uuuuhhhhhgggg.

[sdawge]

After a week of dealing with the airlines I was so looking forward to TWC installing the 2 cable cards I ordered for my S3.
The cable guy showed up right on time ... he walked in .. loved my setup and put in the first card according to Tivo instructions. He then called in to get that card activated. When I asked about the second card he told me he knew nothing about it. He then drove back to his offce and came back with another card about an hour later. That card was non functional .. he tried re seating it several times but it was not showing up as a functional card. Just an error message 161-1. He then left with my old HD box and my old HD DDR.
When I went thru the setup Tivo failed at the getting info stage of setup. I tried again and everything went as expected. Then came the fun .. it goes to the Acquiring Channel Information screen .. sets there for ever and then eventually fails.
My only assumption is that the cable card hasn't been successfully activated. When I call TWC they don't have a clue what I'm talking about .. they even transferred me to the internet support group because the cable support guy didn't have a clue. The internet support person was just as clueless and said she could schedule another service call. I'm ready to scrap this unit and go to DirectTV.

[rlay]

After a week of dealing with the airlines I was so looking forward to TWC installing the 2 cable cards I ordered for my S3.
The cable guy showed up right on time ... he walked in .. loved my setup and put in the first card according to Tivo instructions. He then called in to get that card activated. When I asked about the second card he told me he knew nothing about it. He then drove back to his offce and came back with another card about an hour later. That card was non functional .. he tried re seating it several times but it was not showing up as a functional card. Just an error message 161-1. He then left with my old HD box and my old HD DDR.
When I went thru the setup Tivo failed at the getting info stage of setup. I tried again and everything went as expected. Then came the fun .. it goes to the Acquiring Channel Information screen .. sets there for ever and then eventually fails.
My only assumption is that the cable card hasn't been successfully activated. When I call TWC they don't have a clue what I'm talking about .. they even transferred me to the internet support group because the cable support guy didn't have a clue. The internet support person was just as clueless and said she could schedule another service call. I'm ready to scrap this unit and go to DirectTV.

You are having the same problems I had initially. Call TWC and demand that they send a level 2 tech who know something about cablecards and make sure they bring a few cablecards (4+). Make friends with that level 2 tech and get him to empathize with your situation. If it doesn't work, ask to speak with the local area director, and remind them off all the services you get from them and how easy it is to switch to another service.

I'm keeping my Motorola HD-DVR until my system is 100% functional...and I'm going to call the area director every week until it's fixed. I think I'm in the final stretch because I'm only missing 4 channels (the premium HD package).

[sdawge]

I pulled the card .. reset the system ... put the card back in ... called support (took an hour and 20 mins to get a human) .. he hit the card again .. failed .. again .. failed .. again .. success. Now I'm having trouble getting all my channels .. but I will work on that. Hopefully Monday when the next tech comes with my second card things will be resolved. I'm in Thousand Oaks, CA ... as much as I hated Adelphia .. it sure was easier to get through to support.

[hookbill]

I was an Adelphia customer before TW took over too and that's why I'm so amazed at how differently they treat us. I seemed to get the royal treatment, field supervisor, lead tech extra cable cards all brand new, all connections checked and power levels checked. It was amazing. Stayed with me until after I had checked every to make sure every channel was working. The field supervisor gives me his card and tells me call him directly if there is any problems.

In no way did I get a sense that they were reluctant to install or didn't really care. Just one of the lucky ones I guess.

[sdawge]

The last guy I got was much better. Now I'm trying to get the channels to show .. don't have a clue how to get that happening. Starting at channel 37 I have nothing up quite a ways. Not getting all my HD either.

How long did it take you to get a human when you called support? Thats the frustrating part ... I was waiting for 48 mins and my phone died ... had to start all over again.

[rlay]

How long did it take you to get a human when you called support? Thats the frustrating part ... I was waiting for 48 mins and my phone died ... had to start all over again.

It's taken anywhere from a couple of minutes to 20 minutes...as well as "all lines are busy, please try again later." If you call at non-peak times (evenings & weekend), I tend to get a human faster... but they generally end up scheduling a tech to come out....usually a week later.

[sdawge]

As long as I can get all my channels and the second card going I'm good. I won't have to deal with TW. My S3 is set up for 93hrs HD and I would hate to give it up.

[ldc3000]

TWC Greensboro charged me $22 to install both cards and they charge me $1.75 x2 per month.

I'm in Greensboro, how did the install go?

[rlay]

As long as I can get all my channels and the second card going I'm good. I won't have to deal with TW. My S3 is set up for 93hrs HD and I would hate to give it up.

Whilst I waited for my cablecards to get setup, I just used the TIVO with analog cable (sans cablecard) and it worked great for channels below 99. This allowed 2 tuner recording and the picture quality looked better than the Motorola. I ended up having dozens of shows in my suggestions list and lots of stuff recorded from the networks.

If you live in a major metro, you can probably get a few HD free-to-air with a pair of rabbit ears (or better yet a HD antenna) hooked up to the antenna jack.

[bluetex]

TWC-Houston

I went in, took the HD Cable Box. I handed over the old box and told the person behind the counter that I'd like 2 cable cards. She disappeared for a minute or two. When she came back she scanned in the old box, scanned out the two cards and asked, "what else?"

I told her I'd like to add the HD-Net package. *type type type*

Ok... what else?

I said, "that's it".

I scurried home and installed the cards by the TiVo Installer's guide. No biggie. Called in the cards to the "activation" number. They answered on the first ring -- I was SHOCKED!

I read off the 4 strings of numbers to the guy on the phone. We don't see any channels after about 10 minutes, so I let him go and went on to a chore at home (by my insistance not his). ** the 2-yr-old was hungry** (that still trumps TiVo)

I was feeding the kid and blamo, the tuners came on with channels. I ran the setup to finish the channel associations -- no biggie.

I noticed about 2 hours later (after playing a little) that the second cable card was not getting my HBO & HD-Net packages -- though it was getting Encore. Encore is unencrypted, I'm sure.

So I called. Told them that -- they said -- OK we'll activate these overnight so call us tomorrow if it still doesn't work. Next day still no premiums on card 2. So I swapped card slots to see if it would follow. It did.

I called them on day 2 told them what was up (they answered on the first ring again). They said Ok.. we'll resubmit the activation -- call tomorrow if it's still broken. Next day, still no premiums.

So I called them on day 3, told this one that I'd called on day 1&2 with no success. He said, "hmm.. ok." We read off the numbers again. He said, "looks right. Let me try something."

30 seconds pass, and he said try again.

I flipped to test channels on tuner 1 -- good
I fiipped to test channels on tuner 2 -- GOOD

All in all, I think they did a great job -- even though I had the one wrinkle. TWC Houston has their CC stuff together. Everyone knows what they're talking about and they've proved that you can train a few people very well and not roll trucks and provide a very solid technical base.

I've read all the horror stories of the other TWC sites, and they're just terrible. You'd think they'd learn. Rolling trucks is expensive and wasteful. No waiting from 8-12, no strangers in my house, no needless charges or techs telling me they know better. I'm happy.

Jeff

[andyf]

TW Houston is EXCELLENT. They have a special number to call for cablecards. There's no menu to go through, you get to a person right away and that person is extremely knowledable. I 2nd what Jeff said.

[minckster]

TWC-Houston . . . I've read all the horror stories of the other TWC sites, and they're just terrible. You'd think they'd learn. Rolling trucks is expensive and wasteful. No waiting from 8-12, no strangers in my house, no needless charges or techs telling me they know better. I'm happy.

JeffAnother benefit: less risk of losing customers. I used an antenna while waiting over two weeks for my cableCARDS and during that time decided that the antenna alone is fine for me.

[sdawge]

I wish I could get an over the air signal ... unfortunately its a little tough in my area. I still have to get the service squared away. When the cable cards went in they must have been set up for a basic service when it should be everything they offer so I am missing tons of channels. And .. as has been the case everytime .. I am waiting for someone to answer. So far it has been 23 mins.

[sdawge]

Ahhhhh ... finally got an answer. They don't have a clue as to whats going on .. so now they will send someone tomorrow. I should try to calculate how much my time costs, taking off work and waiting .. as well as my wife when she has to wait for them. She wont even consider it anymore. The last time the guy was so rude she called me and had me talk to him. It sure does get frustrating.

[rhanson]

Rooting for you rhanson!

Everything is now working.

TWC insisted on sendinga tech out again on Weds 10/4 because of the 'Waiting for CP AUTH message on my second card. Tech replaced the card, same thing. The tech checked the whole cable run even though I told him that wasn't the problem. Did get a beter splitter out of it.

Finally the tech called back and insisted everything was fine and the guy on the other end went away for about 5 minutes When he finally came back the card finally said 'CP Auth Received'. Great. Tech said that it would take some time to get all the channels.

Got home that night, CP Auth was still good but was not receiving premium channels and the ECM received count for that card was 0. Didn't have time or the patience to call TWC until yesterday.

Called in, talked to CSR who had to check after I explained what the problem was came back and said they were too backlogged for her to send the required info to the card and could I call back later. Very strange response.

Then this morning called again, explained the problem and the CSR started say he couldn't do anything and they'd have to send a tech!!! I cut him off before he finished the sentence and told him I didn't need truck roll and that this was no different then if I was calling about a message a STB about needing to call the office to receive the premiums channels. Insisted he send the signals or let me talk to a supervisor.

He then said he had just sent the signal to both cards. I said thank you and thought I'd probably have to call back. I quickly checked the status an lo and behold the second card had received ECMs and I now had my premium channels on both cards.

So now everything is working, finally.

TWC needs to train their CSRs and Techs better on this technology. It would save them money and make for happier customers.

Rich
Brooklyn

[spsmyk]

Ok, after my issue of going to the store after two calls to confirm I could pick up --- the tech came over Friday afternoon.

Walked in said "I did one of these a week and a half ago, piece of cake"...well, an hour later he left and I was only getting 2-99 on each cable card. Three times through guided setup and a call to TWC tech support (they activate your devices automatically while you are waiting on hold and before I talked to a rep - presto!) and I am now up and running!!!

All is well here now ::knock on wood:: --- love watching HD on the unit!!!

[sdawge]

Its nice to hear that some of you are having some success. I have a tech coming over tomorrow .. cant wait to see what happens.
I calleld today and was told they couldn't activate my other channels because they were already activated. I need to start a business. One where there is no accountability. Must be nice :-)

[pac1999]

I have had a few issues with Time Warner San Diego. When the installer first left one of my cable cards was stuck in a firmware update cycle that prevented me from using live TV on the Tivo at all until two days later when I removed the one card while on the phone with the cable company. The second card received most channels but several of the HD channels were grey. Time Warner said that the firmware issue was with the cable card manufacturer and they refused to replace the card. They said that they had a trouble call in to scientific Atlanta and they would let me know when they got a response. They would not come out until two weeks later when I asked to move the cable card from one series 3 to another at which point they said they had to send a tech for that and he showed up with another working card.

After installing the cards in the second Tivo they seemed to work fine for two days. Then one card lost the authorization for all premium channels. I was able to figure out which card was screwing up by going to test channels in the cable card menu. I called the cable company and reported the problem they attempted to re authorize the card and it had no effect. Within thirty minutes of that call both cable cards would not receive any premium channels. They would start to tune them, the picture would show up then a gray screen showed up saying that the channel was not authorized and to call the cable company.

The tech that showed up two days later was completely useless and said his supervisor would call back the next day. The supervisor who called the next day was able to get both cards working again. Four days later and two of my premium HD channels have become gray again. The Tivo says searching for signal when tuned to those channels. I am afraid to screw with it since all the other channels are still working on both cards. The east coast feeds of all the premium channels that I can get with my cablebox also do not work but I am fine with that if I can get all my west coast feeds to work.

Of the three techs that have been out to my house in the last month only the second seemed to have ever installed a cable card before. My series 3 was a first for him but at least he was familiar with the cable card.

I love my series 3 but this cable card thing is turning out to be much more work than I anticipated. I had a cable card in my TV from Comcast when I lived in Connecticut last year and never and an issue with the card. I agree that this might be a Time Warner issue.

[l_emmerdeur]

TWCNYC sent a tech on Saturday to install the cards. He had 5 with him (all with 2006 dates on them), so I assume they've learned enough to know to send extras. This was his first-ever Cablecard installation, so you know how this story ends...

We installed the first two cards, and they went in just fine, no error messages from the Tivo. He informed me the guy on the other end of the phone authorizing the cards was their best tech. However, when the guy was reading the HostIDs to him, it seemed like he was somehow dyslexic - I mean literally, I'm not using the term as a slur or an insult. Every 3-digit portion of the HostID came out of his mouth wrong, and I had to correct him every time, sometimes twice.

The first 3 digits were (let's say) 160.

He would read "One-one-six."

"No, one-six-zero."

"Oh, sorry, yeah, one-six-one."

"No, one-six-zero."

"I mean, one-six-zero."

After many painful minutes of this, I'm sure the HostIDs were mangled. After rebooting the Tivo and going through Guided Setup again, I could see TBS, all the networks and all the HD networks, as well as NY1. Nothing else.

He tells me it could take up to 10 hours to get all the channels, so I take his word and sign off on the install.

Mistake. I've yet to see another channel come through (and I see them all on my SA 3250HD).

So I call TWC and they zap my cable box, even though I don't have a cable box. Then the lady tells me to unplug the cable box, and I tell her I don't have a bloody cable box. I ask her if she's dealt with Cablecards before, and she states she hasn't, which of course didn't stop her from wasting 20 minutes of my time. I set up another tech visit for next Friday.

One interesting side note: they could not refund the fee for the truck roll because they do not charge anything for Cablecard installations. If anybody tells you otherwise, hang up the phone, call again and make arrangements with another rep.

I was very angry on Saturday, not because they couldn't get it to work (I figured there was a good chance that this would happen), but because they sent a third-party tech who not only had zero experience with Cablecards, but couldn't even read three consecutive numbers correctly - not once, but every single set of numbers. This was topped off with a phone rep who wasted my time instead of passing me to someone who knew something about Cablecards. I know these people usually are trying to be helpful, but when you know nothing about the issue at hand, don't waste my time. It's rude. Be helpful: pass me along to someone who can help.

On my next tech visit, I'm reading the HostIDs.

[Diacritical]

TimeWarner just showed up -- the tech did not know anything about CableCards and did not have any with him... but he did know the supervisor j2chulo mentioned earlier (and he knew about my scotch and what to look for). The non-working card is dated 4/13/2006 -- about 2 months prior to the working card. He's sending over another tech within a few hours (probably j2chulo) with a replacement.

Update:
j2chulo showed up -- replaced the non-functional card, sent three hits, and it's up. The new card got auth right away, but did take a while to get the programming online. I now have two working cable cards.

[jeffrypennock]

just got a s3 and am having the same tiling issues that you have/had. Did you ever resolve it? Your thread ended without a resolution posted.

thanks.
I THINK it's resolved. I've come to the problem that I had multiple problems that required a new S3 and more CC's to fix. I had to do an exchange on my S3 box for two reasons:
1) TiVo was wondering/concerned that the cable turners in my device were slightly defective in a way that made them excessively sensitive to variations in cable signal strength
2) I did it to prove to TWC that the problem wasn't with the TiVo equipment which was one of the cop-outs they'd always give me. "How do we know the problem isn't with your hardware rather than our signal?"

I did the exchange and it did improve but not entirely fix my situation. Once I did the box swap, I was then able to isolate the tiling to only one of the cable cards (by using the "Test Channels" function in the S3's CableCARD settings menu). Once I got the new box, this was the first time I was able to isolate my signal problems to just one of the CableCARDS, so I think there may have been something wrong with my first S3 that made it excessively sensitive to CC/signal issues. I swapped out the CC that was still giving me tiling/audio issues and the new card that I got hasn't given me any troubles thus far.

Two general observations:
-I'm not 100% that I've FIXED anything. This problem would come and go with the first S3 and CC's. So it's hard to know if any of the changes that I made explain why I've not seen any problems in >1 week or if I've just had a lucky week. The thing that makes me suspect that I had compounding problems and that I maybe-just-maybe resolved them is that I was able to isolate the problem to one CC; previously, everything was happening on both CCs and both tuners, which is why I was convinced it was a problem with signal coming in.
-I've come to the conclusion that with CC's and CC equipment, none of it is perfect and most of it isn't junk either. I think the trick is cycling through and assembling components (S3, CC's, cable signal) that each work well-enough such that when put together, everything functions correctly with eachother. So you may have to go through S3 boxes and CC's that work well-enough in your setting (which may or may not have worked well-enough in another setting) to get you good results. A hassle? DEFINITELY. But the silver lining is that the situation isn't hopeless.

[sdawge]

OK .. cable guy showed up on time this morning. I told him in addition to having to have another card installed that I wasn't recieving all of my channels. In the process of installing the second card the dispatcher removed the first card from the computer. That left me with 0 cards. They now have the first card back in. Still only have basic channels. They are totally stumped.
They called the cable card suport line. The support guy there said that the cards might be in the computer but they aren't in the DAC. Now that sent a wave of confusion across the tech and dispatcher .. they don't know who to call now.
If only I could put up a 300 ft tower I would go to an antennae :-)

[sdawge]

To add to this .. when we use the 'test channels' on either card it says no channels available .. but when I go to live tv we get basic channels.

[sdawge]

This is getting funny .. the now have to get two new cards for some reason. So they said they would be back in an hour. They ( oh ya .. there are two techs here now) walked out and came in with two new cards .. how amazing .. lol

[sdawge]

Miracle of miracles .. I am now up and running with all of my channels. So apparently whatever this 'DAC' is, its important to the cards. If they aren't on the DAC they aren't going to receive proper authorization.
Good luck to everyone......

[pmiranda]

Miracle of miracles .. I am now up and running with all of my channels. So apparently whatever this 'DAC' is, its important to the cards. If they aren't on the DAC they aren't going to receive proper authorization.
Good luck to everyone......

Sure they didn't say "MAC"? CableCARDs generally have a MAC address just like a cable modem or ethernet card. I'm not sure if they ever used it but before they got my cards working in Austin somebody back at the office asked for the MAC address of the cards in addition to the card and host ID's reported on the info screen. They also generally keep track of the card serial number, but that's typically only used for inventory tracking.

[SCSIRAID]

Miracle of miracles .. I am now up and running with all of my channels. So apparently whatever this 'DAC' is, its important to the cards. If they aren't on the DAC they aren't going to receive proper authorization.
Good luck to everyone......


DAC is "Digital Access Controller"

http://broadband.motorola.com/catalog/product_documents/CableCARDpaper_sept03.pdf#search=%22cablecard%20dac%22

http://chapters.scte.org/goldengate/Seminars/CableCard.ppt

[pmiranda]

Oh, OK, What Motorola calls a "Unit Address" seems to be what SciAtl calls the "MAC address", at least on the cards I've got.

Interesting that Motorola also uses a "Data" number in addition to the Card and Host ID's.

[m021478]

I just received my new Series 3 TiVo today, and my first order of business was to call Time-Warner (New York City) to arrange to have done whatever needed to be done in order to allow me to utilize the dual-tuner capabilities of this device...they verified a couple of things and finally said that it wouldn't be a problem to get me the cable cards needed by the TiVo...Then came the bummer...they told me the next installation appointment available was on Oct. 31st....more than three weeks away!

I figure I can deal with that, but in the meantime, I'm eager to get my TiVo setup and running, and perhaps begin recording shows (or at the very least, allowing it to download all of the network content so that when my installation date comes about, I am ready to go)...

This brings me to MY MAIN QUESTION - Can the series 3 TiVo be somehow configure to work as a standard analog (non-HD; non- cablecard) TiVo on a temporary basis? In other words, assuming that I do no have any cablecards installed in the TiVo (because I am using a Scientific-Atlanta Explorer 3250HD cable box - with Time Warner Cable in NYC - that for some reason has a slot for a cablecard, but doesn't actually have any removable cablecards in that slot), is it possible to hook up the components so that the cable box (which will obviously eventually be replaced by the TiVo unit), is the one that receives the coax cable coming from the wall, and then I would theoretically connect the cablebox to the Series 3 TiVo, and then to the TV from there? Is this possible? How would I go about using the TiVo to control the cable box to change channels, as the Series 3 TiVo doesn't have an IR input for IR cables to control a cable box like the series 2 TiVo's had...I would assume that it would be impossible based on some of these fundamentals...

Can anyone confirm this, or perhaps offer a way in which such a configuration would be possible? Any comments or suggestions would be greatly appreciated...Thanks!

[SoBayJake]

This brings me to MY MAIN QUESTION - Can the series 3 TiVo be somehow configure to work as a standard analog (non-HD; non- cablecard) TiVo on a temporary basis? In other words, assuming that I do no have any cablecards installed in the TiVo (because I am using a Scientific-Atlanta Explorer 3250HD cable box - with Time Warner Cable in NYC - that for some reason has a slot for a cablecard, but doesn't actually have any removable cablecards in that slot), is it possible to hook up the components so that the cable box (which will obviously eventually be replaced by the TiVo unit), is the one that receives the coax cable coming from the wall, and then I would theoretically connect the cablebox to the Series 3 TiVo, and then to the TV from there? Is this possible? How would I go about using the TiVo to control the cable box to change channels, as the Series 3 TiVo doesn't have an IR input for IR cables to control a cable box like the series 2 TiVo's had...I would assume that it would be impossible based on some of these fundamentals...

Can anyone confirm this, or perhaps offer a way in which such a configuration would be possible? Any comments or suggestions would be greatly appreciated...Thanks!
The S3 can NOT control a cable box. Nor a satellite box. This has been discussed to no end.

Without CableCards, it can record analog cable (1-99), and OTA (Over-The-Air) signals. If you are in NYC, you can probably get something OTA, and use it that way until the CC arrive.

Bummer about the installation date. Keep calling back to try for an earlier one.

[rodalpho]

Yep. I'm in manhattan, they took around 3 weeks to schedule my appointment also. It was a real bummer.

You can pick up the 1-99 channels, and if you run a manual channel scan you'll get the digital versions also. Most of the guide data will be wrong, unfortunately. Channels 1-13 are correct though, which includes all of the networks, CW, and PBS, all in digital format which come in as great quality 480i.

If you buy a cheapo antenna you can probably pick up some networks in HD. I had a great deal of difficulty with this, but I live on the third floor in the middle of the city and my TV isn't near the window. Umm, and I was using a long coax cable stripped down and wrapped around a clothes hangar.

[pmiranda]

Using a real TV antenna helps, but I hooked up an old FM antenna I had lying around up and with a little experimentation with positioning it I can pull in the one station TW-Austin doesn't carry in HD (the CW) with the S3. It's really a remarkably great OTA tuner. I did this for a week while waiting to get my CableCARDs. Beware that you only get a week of TiVo service without registering. Sadly my free service ran out the very night I finally got my CableCARDs working but I was able to transfer lifetime from my old TiVo within a couple hours.

[kssearle]

I posted a message last week expressing frustration with the problems involved in getting my Series 3 up and running. TWC had been out FIVE times (I think... they all seem to run together in my mind) and I had been reduced to using THEIR DVR and was ready to return my Tivo (a lost cause). Well, the sixth time was the charm. The service supervisor and one of his guys came out on Saturday morning and spent two hours getting the installation right. They evaluated the signal loss between TWC's box and my TV and decided that they needed to install a new line. They did this quickly, and very neatly, too. They took pains to route the new cable so that it doesn't stick out like a sore thumb.

I've got be be honest here, I literally cheered when the first CableCard they installed actually WORKED! Then the second one worked too! We were all (TWC and me) very, very happy. These guys really did a great job (Brian and Victor in Simi Valley, CA) and I am very happy with TWC at this point; they went the extra mile. I think we need to understand that this is new technology for them and that they're really trying hard to come up to speed on it.

Later on Saturday, I discovered that some channels (both analog and HD) weren't coming in through one of the CableCards. I called TWC on Monday and Brian sent Victor back out Monday evening; he replaced the CableCard and now both tuners are working perfectly!

I think that the message here is that you need to be determined, after all the goal is worth attaining since Tivo is way, way better than TWC's own HD DVRs! Be firm with TWC, but work with them and you'll eventually get there! And yes, you really do catch more flies with honey than with vinegar!

Good luck, and remember that success is possible!

[jacksonian]

People have given TWC a lot of crap over the years. But you have to look at all these posts of people having 5 & 10 multi-hour, multi-technician, multi-supervisor visits and phone calls for a total of what, the $20-$30 truck roll installation fee. And this is to support a product that is their competition and will lose them money.

I find that pretty impressive.

[SoBayJake]

People have given TWC a lot of crap over the years. But you have to look at all these posts of people having 5 & 10 multi-hour, multi-technician, multi-supervisor visits and phone calls for a total of what, the $20-$30 truck roll installation fee. And this is to support a product that is their competition and will lose them money.

I find that pretty impressive.
I don't. They are required to offer something, and do not train people on how to install it or enable it from the backend. The cable companies themselves essentially run CableLabs, so its not like any of this is that far out there.

It seems most people here are practically installing the cards themselves, and all the techs are doing is calling in the numbers. That's something we can do ourselves!

Signal issues, etc. might need a tech. But if the cable cos. had better signals coming in to the house, it wouldn't be an issue. My old place had a horrible signal coming in, but they didn't want to replace the cable from the pole. Seems like its THEIR line, and THEIR signal, not a problem with the wiring in my house. The telephone company would be REQUIRED to fix it since its on their side of the box.

[rlay]

Another installer was here, and he reset the cablecards, had dispatch hit them again, reset the TIVO, and installed them in order according to the instructions....and still no HD Package channels.

He went away to do some research, and he was going to try tuning in those channels on a Cablecard TV they had in the office.

He called me about an hour later to tell me that the central system in El Centro does not support those channels over cablecards and in order to watch them I would have to use the Motorola box. He went on and on about the hardware here not being the same versions as what they have in major metros, etc.

He didn't want to hear anything about the DAC and the other stuff that had been posted here.

So in essence, I'm paying an extra $15/month for a second DVR/HD reciever to watch sports in HD on ESPN and just a few extra HD channels. On the bright side, I have the option of using the Motorola on another TV in another part of the house or if both tuners on the TIVO are recording something...and I can do PPV on that system.

[rlay]

People have given TWC a lot of crap over the years. But you have to look at all these posts of people having 5 & 10 multi-hour, multi-technician, multi-supervisor visits and phone calls for a total of what, the $20-$30 truck roll installation fee. And this is to support a product that is their competition and will lose them money.

I find that pretty impressive.

I would agree that TWC has spent a lot of money rolling trucking and with CSRs to deal with this. Although I'm in a situation where they are now making more money out of me because they can't configure come HD channels over cablecards for the TIVO.

I'm paying $13/month for the Tivo Service plus $15/month for the Motorola HD-DVR for the remainder of the channels and an additional $5/month for the Cablecards. So between the TIVO service and the Cablecard rental, I'm actually paying $3 more a month just to use the TIVO....and if I continue to keep their Motorola DVR for the channels the Tivo can't get, I'm paying a total of $33 a month more to have 100% of the channels I'm already paying for and the TIVO. I'm still not sure if I'm going to keep the Motorola or not. Getting rid of the Tivo is not an option.... because DirecTV does not offer local channels for my area (and OTA is pretty bad).

[hookbill]

He went away to do some research, and he was going to try tuning in those channels on a Cablecard TV they had in the office.

Why didn't he research BEFORE he came over? They do realize you were having problems.

He didn't want to hear anything about the DAC and the other stuff that had been posted here.

Nope, they have to abide by FCC regulations. I don't recal if you have told TiVo about this but you should. This is not a small cable company, this is TW and they are bound to the rules of the FCC.

[pmiranda]

It is possible that some channels just won't be available to a cablecard (ie anything switched), but most likely you just got somebody that's too lazy to find out the right way to provision your cablecard. Keep calling customer service until you talk to somebody that knows what to do with the card and host ID from the TiVo screen (along with data code if it's there), and the DAC or MAC # from the cablecard's label. You can also try asking for a supervisor. The only reason a truck roll should be needed is if you have poor signal strength. I get low 90's on the TiVo signal strength screen and pull in every channel I subscribe to.

[rlay]

Why didn't he research BEFORE he came over? They do realize you were having problems.



Nope, they have to abide by FCC regulations. I don't recal if you have told TiVo about this but you should. This is not a small cable company, this is TW and they are bound to the rules of the FCC.


I did speak to TIVO and they said that it's all about the Cablecard setup with TWC and that there is nothing they can do about it. They offered to talk to the technician, but he ignored the request when I offered it.

[rlay]

It is possible that some channels just won't be available to a cablecard (ie anything switched), but most likely you just got somebody that's too lazy to find out the right way to provision your cablecard. Keep calling customer service until you talk to somebody that knows what to do with the card and host ID from the TiVo screen (along with data code if it's there), and the DAC or MAC # from the cablecard's label. You can also try asking for a supervisor. The only reason a truck roll should be needed is if you have poor signal strength. I get low 90's on the TiVo signal strength screen and pull in every channel I subscribe to.

How do I tell if a channel is switched? Can I look at something on the Motorola box?

The status screen for the cablecard does say "Waiting to Start" and "Segments to Download: 0".... I've never seen it say anything else.

I have the local supervisors cell and office number, and I will call him. The only problem is that I am traveling for the next week or so. I will try the call center again as well.

I'm close to giving up and living with both boxes. This has eaten too much of my time....

[pmiranda]

How do I tell if a channel is switched? Can I look at something on the Motorola box?


You might be able to tell from the signal strength screen if you get that far. If your CC is not authorized even that might not work. I'll need to look and see what it shows for channels I know to be switched here in Austin...I suspect signal strength will be 0 on them, as opposed to channels that I know I could get but I'm simply not authorized for, like HBO (I'm cheap).

The status screen for the cablecard does say "Waiting to Start" and "Segments to Download: 0".... I've never seen it say anything else.


There should be another screen that just shows the card and host ID, although I have never seen a Motorola system in the flesh.


I have the local supervisors cell and office number, and I will call him. The only problem is that I am traveling for the next week or so. I will try the call center again as well.

I'm close to giving up and living with both boxes. This has eaten too much of my time....

In my experience there are a few folks that know what they're doing with CC's and everyone else is worthless. Keep calling back or ask to be transferred to other people until you happen to find one of The Few. Once you get someone that knows their stuff, you should be able to get everything working in half an hour.

Be sure you follow the correct procedure:
0) Make sure neither CableCARD is doing a firmware upgrade
1) Restart TiVo
2) Unplug power when it displays the starting up screen
3) Remove both CableCARDs - keep track of which was which so you don't have to re-pair them in case the cableco has already done something right. Write down the serial # and DAC/MAC # from each card
4) Wait a minute
5) Plug back in
6) Wait for it to get to TiVo Central
7) Plug in the lower CableCARD
8) Go to the cablecard info screen to get the card and host ID

Call in and verify that they have your account "balanced", that is, they have it down in their system that you have digital service, premiums, sports packs, etc on both your regular boxes and your cablecards.
Give them the information for the first cablecard.
Wait 4~5 minutes for the "hit" to reach your cablecard. On Austin's Scientific Atlanta system you'll see the card status screen indicate authorization, then receipt of EMMs, then receipt of ECMs. I'm not sure what you see on a Motorola system. You'll have to exit and re-enter the status screen to see any updates.
Go to test channels for that card and start checking for everything you're supposed to get. It can take several minutes for all the channels to show up.

Only after the first card is working completely should you insert the second card and get it provisioned. Some folks have done both at once with success but I like to keep things simple.

[rlay]

You might be able to tell from the signal strength screen if you get that far. If your CC is not authorized even that might not work. I'll need to look and see what it shows for channels I know to be switched here in Austin...I suspect signal strength will be 0 on them, as opposed to channels that I know I could get but I'm simply not authorized for, like HBO (I'm cheap).


I am getting 95+% signal on the missing channels and the channel banner shows up in the Test Channels Menu.


I am on the phone right now with the TWC call center. I explained the whole story to the CSR...told her about the technicians never asking or sended the Host ID & other numbers....She wrote them down for both cards and is waiting for a supervisor. She also said that see saw some "DAC" things on her screen, but did not know what that meant or how to change them. Hopefully someone will get on who understands how to pair the cards correctly.

[rlay]

I am getting 95+% signal on the missing channels and the channel banner shows up in the Test Channels Menu.

I am on the phone right now with the TWC call center. I explained the whole story to the CSR...told her about the technicians never asking or send the Host ID & other numbers....She wrote them down for both cards and is waiting for a supervisor. She also said that see saw some "DAC" things on her screen, but did not know what that meant or how to change them. Hopefully someone will get on who understands how to pair the cards correctly.

No dice. The supervisor said they already have all the numbers they need. The CSR was nice enough to walk through the install process as per the instructions (setting up one card at a time). The channels are still missing.

She did tell me that many of the TWC systems are changing the way they deal with the HD channels, and that they were going to have their own allocations on the system, particularly HDNET, etc. (the channels I'm missing). I don't know if that meant "switched" access.

Funny that I have an HD Tivo, but I only get 3 HD channels. My neighbor got a huge aerial antenna and gets a couple of more OTA network channels with his DirecTV, but I'm not ready to spend the addition effort for 2 more channels that I get in SD anyway.

My next move is to call the area director when I get back from my business trip next week.

[pmiranda]

These are the same folks that "don't have HD cable cards"? Sorry to hear your troubles. Maybe by the time you get back they'll have figured out what they're doing but I think you've already been at this awhile, no?

[rlay]

These are the same folks that "don't have HD cable cards"? Sorry to hear your troubles. Maybe by the time you get back they'll have figured out what they're doing but I think you've already been at this awhile, no?

Yeah...I hope so. It's been more than a month since I received the S3.

[Scopeman]

I subscribe to the digital tier, the hd tier, and the sports pak. I can watch every channel on the S3 that I get on my SA3250 except for 408 (the new News 8 Sports loop channel). I haven't worried about that, yet.

I am also in Round Rock. I only use the S3 to capture standard cable (no digital). So you can imagine I was pleased when I found channel 408 being transmitted in analog on channel 0 (zero). Weird.

So no need for a CableCard to get the News 8 Sports Loop channel on TimeWarner in Round Rock.

[dlcrow]

So no need for a CableCard to get the News 8 Sports Loop channel on TimeWarner in Round Rock.

With a CableCARD, you can't get it, though. The Tivo will only tune channels in the channel map provided to the CableCARD and 0 isn't one of those channels.

I also found that I don't get Boomerang (channel 111). No biggie for the S3 since the kids have their own S2 they use to record stuff on that channel.

-- david

[H.I.McDunnough]

Another TW Austin customer experience.

The guy that came out was a very nice guy, and I was immediately relieved when I asked him if he had done one of these before. His response "Yep. Done five of them. They're a pain in the behind. First one took 11 hours over three trips. Second one was a little less painful, but the other three went pretty smooth." I'm thinking, sweet, I got someone who knows what he is doing. As proof that he knew what he was doing, he had a fistful of CableCards ready for any contingencies.

Four hours later, he leaves with the "updating firmware" message on the screen. We got a few random channels to work, but most of the problem seemed to be on the dispatch side.

He will come back out today and hopefully fix the problem.

[hookbill]

Another TW Austin customer experience.

The guy that came out was a very nice guy, and I was immediately relieved when I asked him if he had done one of these before. His response "Yep. Done five of them. They're a pain in the behind. First one took 11 hours over three trips. Second one was a little less painful, but the other three went pretty smooth." I'm thinking, sweet, I got someone who knows what he is doing. As proof that he knew what he was doing, he had a fistful of CableCards ready for any contingencies.

Four hours later, he leaves with the "updating firmware" message on the screen. We got a few random channels to work, but most of the problem seemed to be on the dispatch side.

He will come back out today and hopefully fix the problem.


A tech who "knew what he was doing" took 5 hours and still didn't get it done? My installers had never installed one and got it done in less then an hour and that was after I went through the set up mode again, they stuck around for that.

And this guy gave you the fuzzy warms?

I know all cable companies have different systems but this just seems unreal. My installer brought out several cards as well, all brand new and we did have a bit of a problem with the second card but that was because we kept jumping to the config screen instead of waiting. Otherwise it would have been done in 45 minutes.

Did you make sure that he installed one card at a time and read the proper info to the person at head end? Did he talk about mergine or "marrying" the cards?

It just shouldn't take so long if you follow directions.

[H.I.McDunnough]

And this guy gave you the fuzzy warms?

I felt good because he said he had done five of them before rather than someone who was just going to slam them in without reading the directions. They even came with a photocopy of the TiVo instructions for cable installers with a two page troubleshooting guide. Yes, he did talk about marrying the cards. And yes, he knew to complete the first before moving to the second.

The problem, I think, is that the install needs to be 100% methodical. The order of events needs to be followed perfectly, with no interpretation or deviation. This is very different for them than normal installs of any other equipment: things can be done out of order, you can go back and fix things, you can be a little sloppy and the job gets done. With TiVo and CableCards, there are many mines in the minefield. Even the installer said that if he ran into any problems, he'd have to power off the TiVo, remove all the cards, have dispatch "unmarry" the cards, and basically start over completely.

Somewhere something went wrong, but I didn't follow his every button press, so I don't know. I think today he'll start from scratch.

[jguidera]

So I thought that between FCC mandates and the fact that Comcast takes over the Houston market in a few months, we were safe from SDV.

But now, I'm nervous. From what I understand, TWC Houston called all its customers (I missed the call) with a message saying their may be outages in the next couple weeks as they switch all of our channels to digital. That's all I can extract from what I'm reading online, but they're all paraphrasing and I'm not sure what TWC means. I don't know if they means they're going to be carrying digital streams for all of our old analog channels or if that means they're switching us to SDV for some/all of our channels (whereas only VOD is SDV here, currently). Did anybody on here in the Houston area get that message? What's happening?
I never received any such call, so I don't know that that's true.

[H.I.McDunnough]

Well, today I had my third and fourth trips from Time Warner Austin. Still basically in the same shape: I get all but about 5-6 HD channels. The last guy here was an actual Time Warner tech, and he had nothing but bad things to say about TiVo and Cable cards.... told me:

It is normal for Cable cards to not pick up all channels
From time to time, CableCards just stop working - that is normal
The TiVos are nothing but a pain, and are very flaky
Why would you spend $1,000 for something that you get for free?
TW can't guarantee that you will ever get these channels
We aren't allowed to touch TiVos, so you have to put the cablecards in yourself (fine with me)

While he admitted that he had never done a TiVo install before, he proceeded to move forward as if he had. I gave him the instructions which he set aside. I told him that this process would not work because I had been through it many times.... his response? "See? What did I tell you about CableCards?"

He said he'd call back tomorrow to see if I have the channels, and in his defense, he said he'd work to get the problem resolved. I put the over/under at three more trips. What a pain in the butt this is.

[bawker]

TWC Greensboro charged me $22 to install both cards and they charge me $1.75 x2 per month.

High Point here. Any trouble with the install at all (still mulling getting the S3 here)?

[mercurial]

<sigh>

First install attempt last week, found out one of our two S3's was DOA (stuck on Welcome. Powering up...) so I had to get and exchange from TiVo. Installer had four CCs with him and three of them wouldn't work at all, kept looping through the "loading" bit when he put them in... The last before he put it in, the back office told him it was already assigned to someone elses account... :confused:

Today was the follow up but the replacement S3 still hadn't arrived. Guy bought 6 CC. First two seemed to work, went into loading firmware, guy went to the next job and came back. They finished up but nothing was working except the analog stations and the local HD channels. I told him I didn't think they were authorized properly (ECM count == 0) but they insisted the signal strength was too low and they re-did some cables. Suddenly I got *SOME* of the digital channels and a couple of the HDs but not the upper teir digital channels or any of the premiums. Installer kept claiming it had to "download" and would take a while but still no ECMs... <sigh>

I'm going to schedule an install for next week when the replacement S3 gets here and hopefully that person will know how to get it all working...

[Fatebringer]

Well, like a number of people here my install turned into a long story (and an ending that probably will create more headaches for Raleigh area people).

Picked up the S3 on Friday from BestBuy but was unable to call TWC to get a mon. time before the tech. dispatchers left (which would have been nice as I had Monday off).

So Monday I called them and got a Tuesday afternoon slot.

(both times I called I was initially told they didnt do TIVO's (and in fact as recently as last week they had refused to do it "talked a customer down, then found out we did do that" was the phrase I was told)

Tuesday I got a call from the tech and met him at home (a contractor as it turned out ).
Turns out the first guy was just a runner, he said "so you needed 3 cards installed?" (at the time this sounded like a good thing, I never asked for a spare but someone decided to send one anyway). Then he took a look at the box (and the tivo instruction sheet) and said "my supervisor is on the way" followed by "I don't know why they even sent us this should be easy".

The second guy (another contractor) shows up walks over to the tivo and pulls the power, says "thats what they told me to do on the last one". The box reboots and he put in the first card, notes the ID #'s then flips in and out of the CC menu screens until it stops responding (when the firmware update started) while the original guy (who had a heavy accent) read the ID #'s over the phone (needless to say at least one of the IDs ended up getting mangled).

Once the first card came came back up he put in the second card and repeated the process of flipping through menus until it stopped going into the menus (he was expecting "a screen that said it was doing the update and would take 20-40 minutes" (which I found while #2 was updating (and the cable guys went to smoke) by trying to view live TV. ))

After the #2 card updated the EMM count on both cards wouldnt increase (both cards showed CP auth OK, card #2 looked fine except for 0 EMM/ECM counts. Card #1 was giving the NOT READY- WAITING FOR EMMs. After talking with the phone guys for over an hour they declared both cards bad and decided to come back with 4 or more new cards (by this time the first guy and his spare card had left).

They left the cards in the TIVO, after they left I did the reset/insert/wait/insert steps mentioned elsewhere on the boards (although I didnt make an attempt to get TW to resend any signals).

Wednesday they called to say they wanted to wait another day (today) and send someone with a signal tester because they thought that might be the issue (the tivo strength meter showed consistent 90%-92%) and that they were working with another guy (with SA, TIVO and TW on a conference call) who had "been down over a week and gone through 12 cards that we want to use as a guinea pig for these fixes" I got the impression there were more than just the 2 of us they were having problems getting everything to work he said "every install has been different".

Apparently they didnt bother to call off the contractors who called my house and tried to make a trip (although not having my CELL number (which the dispatcher had) they could not get in touch with me).

So today I pull up at my place at the appointed start time, and see a TWC truck sitting out front. I found the guy out back with his gear connected to their junction box, at which point (much to my disgust) we established that he was just there to check the signal, did not have any cable cards with him, and didn't know what the plan was past him testing the line. He came inside, plugged in his meter to the inside plug and declared the connection "bad" (again, the same connection that has had their HD cable boxes and internet connection running through it with no issue, and 90+% on the tivo meter). When I tried to explain what was going on with him he said "yeah we have special cable cards that are TIVO compatible" effectively ending that part of the conversation.

I indirectly registered with him that my patience was about to run out (not wanting to shoot the messenger, I just said "there is about to be much yelling but I'm not going to take it out on you"). He ran a new "drop" from their box to the back of the house, tested and declared it better then disapeared to talk to the office, promising to call once he knew more. (homeowners association is going to love the coax cable running above ground if they don't come back and bury it (which I mentioned to the supervisor later on)).

I don't know if the "impending wrath" message was passed on but when the phone rang the cable tech had already left and the NOC was on the phone not him. Apparently a second tech was enroute with cards (how many I don't know)

I checked the CC status and they had not changed (I don't know if he tried to "hit" them.)

He had me pull the TIVO off the splitter (installed tuesday by the TW contractors replacing an older TW provided splitter, we had tried the no-splitter connection then) and plug it in directly to the wall, at which point he resent the provisioning "hits" and immediately got EMM/ECM counts. After testing the channels we discovered that card #2 wasn't set up in their system with HBO/MAX etc (sorta dissapointed he asked "did you want that on both cards?", otherwise seemed to know exactly what he was doing). So the second tech was called and told not to come.

So far both cards are working, I reconnected via the splitter after giving the box about 2 hours to get all the hits. Card #1 still shows the "waiting for EMMs" on the status but tunes, card #2 shows everything OK. The only thing I don't know at this point is whether or not the EMM count should still be incrementing, it hasnt since the cards were provisioned (the ECM count does increment as long as the tuner is sitting on a channel that needs authorization). Both tuners seem to be getting occasional pixelation/sound drops (1-2 an hour) but I seem to recall some recent bad service even with the TW box, so I don't know that the tivo/cards/new cabling are to blame (strength meter shows 96% now).

So I have a feeling I just became the story they will tell to every person with a S3 that won't work "we need to have someone come out and test your connection because a customer last week had a signal that was too dirty for the CC to work in a TIVO".

I don't know if that really was the issue, it always looked like the cards were just waiting on the provisioning signal (the auth signal came through), although the original headend guy on the phone did seem to know what he was doing (the contractor had worked with him on a previous S3 install) , he unpaired and re-paired the cards, verified everything was in the computer and seemed to know the tivo screens from memory.

I'm a bit of a pessimist so I'm glad the central office/dispatch had a plan and I'm glad they called before I fully vented, but for about 30min it looked like I had taken an afternoon off work for nothing after waiting an extra day for them to get their ducks in a row. I just wish they had told me about the second guy they were planning to send (or told their first tech he was coming) before I thought there were about to leave me out to dry for a third day with no service.

The only bad thing I have to say about TWC in this whole thing is broken lines of communication. From the CS center not knowing anything about the tivos (to the point of telling customers it wasn't possible), to the wasted time of their own contractors making a fruitless trip to the "plan" for today. Although at this point I still have their HD cable box sitting in the floor (the 2nd visit guys were supposed to come get it) and havent paid them for any install services (if I had to magic 8 ball that one, theyll mail a bill out(quoted price was $95), and I'll deliver the spare box to them myself).

I specifically asked who to call if I wanted the cards re-provisioned, the answer I got was to call into the normal customer line and ask for the networking group (the NOC), didnt get the vibe that the normal CS people can do it.

[Roderigo]

The second guy (another contractor) shows up walks over to the tivo and pulls the power, says "thats what they told me to do on the last one". The box reboots a

Well, that will cause them some more time... No real need to do that step...


Once the first card came came back up he put in the second card and repeated the process of flipping through menus until it stopped going into the menus (he was expecting "a screen that said it was doing the update and would take 20-40 minutes" (which I found while #2 was updating.

Cleaning up your cabling to get a better signal is never a bad thing for your cable company to do. However, since both your cards did firmware upgrades, you had good enough signal to get them properly authorized (the authorization message & the message that there's an update available go through the same path).

Sounds like they could have gotten all this working during this trip.


When I tried to explain what was going on with him he said "yeah we have special cable cards that are TIVO compatible" effectively ending that part of the conversation.

This is a bunch of bull... All cablecards from any vendor are basically equivalent.

[Fatebringer]

This is a bunch of bull... All cablecards from any vendor are basically equivalent.


I know, the tech who said that didnt appear to have much if any real experience with cable cards, he was just there to deal with the cabling itself.

The actual conversation was a bit longer, but his description of what was needed varied slightly from "tivo cable cards" to "special cards made by SA compatible with the TIVOs" as we discussed it". As I said, I just gave up, I was not in a very good mood at that point.

[pmiranda]

Well, today I had my third and fourth trips from Time Warner Austin. Still basically in the same shape: I get all but about 5-6 HD channels. The last guy here was an actual Time Warner tech, and he had nothing but bad things to say about TiVo and Cable cards.... told me:

It is normal for Cable cards to not pick up all channels
From time to time, CableCards just stop working - that is normal
The TiVos are nothing but a pain, and are very flaky
Why would you spend $1,000 for something that you get for free?
TW can't guarantee that you will ever get these channels
We aren't allowed to touch TiVos, so you have to put the cablecards in yourself (fine with me)

While he admitted that he had never done a TiVo install before, he proceeded to move forward as if he had. I gave him the instructions which he set aside. I told him that this process would not work because I had been through it many times.... his response? "See? What did I tell you about CableCards?"

He said he'd call back tomorrow to see if I have the channels, and in his defense, he said he'd work to get the problem resolved. I put the over/under at three more trips. What a pain in the butt this is.

He's full of BS, but if you've been reading this thread, you know that already...

If both cards reach "CP Auth Received", there is no problem with either card, they just need to make sure your account is balanced (all services authorized for both cards in addition to your other boxes) and then send hits to both cards. You should be able to get this done over the phone (or in the online chat) without a truck roll. Make sure they have the correct card ID and host ID for each card.

[philliptiongson]

After waiting for three weeks TWCNYC - Manhattan finally came out to the house with 2 CableCards. Unfortunately I was not home when they were installed, and when I got home to check the installation, we get most of the broadcast channels, but almost nothing else. For a few hours we were getting 2-90, but I went to the "Cable Card CP Info" screen, and it seemed like that did something to the cards. Because after that, even 2-90 went away. I am getting some of the HD channels, at least ABC, NBC, and CBS. But what is the most frustrating is that when I tune into a channel like Bravo, it comes in for maybe 15 seconds, and then turns black and a blue window pops up that says Tivo cannot display this channel. We called Time Warner, and their customer rep said that we needed to call Tivo. Which of course, I know is wrong. Does anyone in Manhattan have any suggestions on who to ask for at TWCNYC who knows anything about the Tivo setup? I have heard that j2chulo is helping out folks in Brooklyn, but is there anyone we can call directly in Manhattan? In fact, has ANYONE in Manhattan had a completely successful installation?

BTW, both my cards read CP Auth Received. Does that mean that I don't need them to send out a truck roll? How do I ask them to send more hits? PM me if you can help... Thanks so much.

[H.I.McDunnough]

so if I have (both cards are the same) "CP Auth Received" but EMM and ECM count are both zero, and "no ECMs detected" does that mean that I just need to chat with TW to get them to hit both of the cards? If they do that correctly, what will change on the screen?

My problem is that I am missing some channels, but some work fine.

[pmiranda]

I beleve so, yes. I went through a couple rounds of calling and getting no luck, but eventually a tech came out and convinced someone at DNCS (apparently the elite backend network folks at TW) to hit the cards and they worked within minutes. I don't know if they actually did anything with it, but the tech gave them the MAC# that was printed on each card. If you do pull the cards to look at it, you might as well do the whole dance I detailed in post 666 (http://www.tivocommunity.com/tivo-vb/showthread.php?p=4454809&&#post4454809)

[lowepg]

I haven't ordered a S3 yet, but I did call TW here in Raleigh, NC. They charge 1.75 per card per month, but charge 49.99 installation per card. Anyone else here live in Raleigh get the same answer?

same here- and the guy kept asking for the model # of the TV set.... couldnt get it through his head the cards went in the TIVO...

UGH- I have a bad feeling about this...

[minckster]

. . . In fact, has ANYONE in Manhattan had a completely successful installation?I'm curious about this too. So has anyone in Manhattan had a successful cableCARD installation? Please specify whether you're TWCNYC Southern Manhattan or TWCNYC Northern Manhattan.

[l_emmerdeur]

TWCNYC sent a tech on Saturday to install the cards. He had 5 with him (all with 2006 dates on them), so I assume they've learned enough to know to send extras. This was his first-ever Cablecard installation, so you know how this story ends...

We installed the first two cards, and they went in just fine, no error messages from the Tivo. He informed me the guy on the other end of the phone authorizing the cards was their best tech. However, when the guy was reading the HostIDs to him, it seemed like he was somehow dyslexic - I mean literally, I'm not using the term as a slur or an insult. Every 3-digit portion of the HostID came out of his mouth wrong, and I had to correct him every time, sometimes twice.

The first 3 digits were (let's say) 160.

He would read "One-one-six."

"No, one-six-zero."

"Oh, sorry, yeah, one-six-one."

"No, one-six-zero."

"I mean, one-six-zero."

After many painful minutes of this, I'm sure the HostIDs were mangled. After rebooting the Tivo and going through Guided Setup again, I could see TBS, all the networks and all the HD networks, as well as NY1. Nothing else.

He tells me it could take up to 10 hours to get all the channels, so I take his word and sign off on the install.

Mistake. I've yet to see another channel come through (and I see them all on my SA 3250HD).

So I call TWC and they zap my cable box, even though I don't have a cable box. Then the lady tells me to unplug the cable box, and I tell her I don't have a bloody cable box. I ask her if she's dealt with Cablecards before, and she states she hasn't, which of course didn't stop her from wasting 20 minutes of my time. I set up another tech visit for next Friday.

One interesting side note: they could not refund the fee for the truck roll because they do not charge anything for Cablecard installations. If anybody tells you otherwise, hang up the phone, call again and make arrangements with another rep.

I was very angry on Saturday, not because they couldn't get it to work (I figured there was a good chance that this would happen), but because they sent a third-party tech who not only had zero experience with Cablecards, but couldn't even read three consecutive numbers correctly - not once, but every single set of numbers. This was topped off with a phone rep who wasted my time instead of passing me to someone who knew something about Cablecards. I know these people usually are trying to be helpful, but when you know nothing about the issue at hand, don't waste my time. It's rude. Be helpful: pass me along to someone who can help.

On my next tech visit, I'm reading the HostIDs.

Problem solved.

I had an appointment scheduled for this afternoon to get the Cablecards working. Since the initial install, I only saw NY1, TBS, the networks and the networks in HD.

So I'm showing my girlfriend what she needs to do to help the tech troubleshoot, and the channels are still not coming through. Perhaps 3 minutes after I show her about a dozen channels to check after he fixes the problem (FX, HBO, Showtime, etc.) I go to the HBO SD channel - and it is working.

So I navigate to all the channels that didn't work before - and they are all working properly now.

I can only assume the techs got their work orders for the day, saw some Cablecard issues, and have (since the last time they visited) gotten proper instructions on how to authorize the cards. They must have zapped the cards while I was futzing around with the Tivo.

Now the only channel I don't get is TNT, but I get TNTHD, so I don't care.

Edit: This is southern Manhattan, right below Union Square.

[SCSIRAID]

same here- and the guy kept asking for the model # of the TV set.... couldnt get it through his head the cards went in the TIVO...

UGH- I have a bad feeling about this...

Give them the Tivo model number. TCD648250B. They use the model number to check the Cable Labs approved list.

[alee]

I'm curious about this too. So has anyone in Manhattan had a successful cableCARD installation? Please specify whether you're TWCNYC Southern Manhattan or TWCNYC Northern Manhattan.
TWCNYC Southern Manhattan... 1 visit, no issues, up and running from channel 1 all the way through the HD range (700s), and beyond with no missing channels. Tech did not leave until he himself had verified that both tuners were getting all channels.

[jeffrypennock]

So I thought that between FCC mandates and the fact that Comcast takes over the Houston market in a few months, we were safe from SDV.

But now, I'm nervous. From what I understand, TWC Houston called all its customers (I missed the call) with a message saying their may be outages in the next couple weeks as they switch all of our channels to digital. That's all I can extract from what I'm reading online, but they're all paraphrasing and I'm not sure what TWC means. I don't know if they means they're going to be carrying digital streams for all of our old analog channels or if that means they're switching us to SDV for some/all of our channels (whereas only VOD is SDV here, currently). Did anybody on here in the Houston area get that message? What's happening?


I never received any such call, so I don't know that that's true. I never received any such call, so I don't know that that's true.

Not everyone received the call. They're doing the switch to digital simulcasting ALL
channels area-by-area around town. However, it's digital simulcasting, not SDV, so we're fine. BTW, my S3 seems to finally be working perfectly now and has been for a couple weeks now. So, TWC customers, have hope. I thought my problem was unfixable (as you can read from my previous posts in this thread), but I was eventually able to get everything working (as far as I know...who knows what happens when I'm not watching/recording) with no audio drop-outs or video tiling. I'm a VERY VERY HAPPY S3 user and it was worth all the money time, frustration and effort required, in my opinion.

[pstryjew]

Posted elsewhere, but I'll put it here to keep consistent:

Here are the details:

Good News -
A successful S3 install with one 15 minute service call and two (longer) phone calls.

This is Time Warner Columbus, OH they have a large technical training site down the road.

They DO have at least one S3 in house (send by TW corporate) and were involved in a TiVo Beta (actually the back line tech that got involved with my call, did both).

I'm happy and I'm finally using my TV up to its potential.

I don't feel so bad about the price, when I think about paying $1000 for a Sony Beta player 20 yrs ago.

Install:
Installer came on time.

Gave the installer (a contractor) the instructions, told him it was important to follow them exactly - with regards to Card 1 THEN Card 2.

I "drove" the remote.

He was willing to follow the instructions, but claimed he couldn't authorize Card 1 first. Saying that any authorization or "hit" would close the work order. When I questioned he claimed it was to stop malicious billing.

Had the classic one tuner (Card 2) would work with Premiums, the other tuner would not work with Premiums.

The non-working card (5/2005 date), showed a state of "Waiting for CP Auth"

Installer closed the work order and said that the authorization was a Central Office type issue. He wasn't mean or nasty, but he had exhausted his Cable Card technical ability inserting the cards, and keeping track of all of the numbers. (He did have the SNs written down prior to the trip, again making it easy to insert both). He departed.

The initial CSR he was NEXTELing the information to (probably a with the same contractor), didn't understand it was going in a TiVO. She was only going to take a TV name for that entry.

As a contractor he really couldn't do much more and didn't really understand anything, so I let him leave.

In my testing, got bit more than once with the way TiVo allocates tuners, thinking it magically works. Be sure, use the CC setup "Test Channels" when trying to verify operation.

Phone Call #1 30 minute wait
The CSR wasn't any help, just kept "sending hits". The backline tech verified this later, saying that wouldn't help at all, the card was not authorized.

"Nothing we can do, next service appointment is in 1 week" Argh...

Troubleshooting
I tried rebooting, removing, reinserting, etc. Still no love.

Phone Call #2 15 minute wait, used callback feature.
Got a really helpful CSR (Abby), she tried to send some "hits".

Put me on hold (to actually go ask for help), and got "Back Line Tech Support".

Once Back Line support was on the call, had everything working with both cards in 10 minutes. I did have to eject the cards, but no reboot was needed.

Information Gleaned
Time Warner (at least in Columbus, OH) is taking these things seriously and for the most part very helpful. Of course, this is the home of the dreadful Qube.

They do have some S3 in the training facilities. They have practiced and understand THE KEY is authorize ONE card at a time. The right techs know their stuff.

The Back Line Tech support guy (Steve), said he installed his first two S3's (demo and beta) out of the box in 15 minutes having never seeing them before. But he said, he followed the directions and it worked like a charm.

At least here in Columbus, a Work Order does NOT need to be closed to authorize the cards. The installer CAN install one at a time, the way the directions indicate no matter what the installer says.

The BLTS guy made sure the CSR knew what he was doing and why, to help future installs. He was also going to managers to let them know to tell the install techs that they can authorize a CC prior to closing a work order. Also, he was going to go the the CSR manager to know what to look for with problems and how to solve them.

For device name BLTS suggested using TiVo 1 and TiVo 2 for "device name" on each card instead of the make of the TV.

BLTS guy said the eject button on Card 2 was fragile and knew of several that were broken off. You need to push the button in prior to plugging the CC in. That way it isn't stuck in the "out" position.

My older card was "married" to two totally different Host IDs in their systems, my actually HostId wasn't even in the system. The CC was obviously reused given its date of 5/2005 and previous live in a Pioneer TV. This was causing adding to the authorization issue. The CSR need to make sure the "pairing" is clean and correct.

It seems like a lot of problems with "bad cards" may actually be at the Central Office with old pairings, mistyped numbers, ignorant CSRs, and misinformed install techs.

The CC need to report 'CP Auth Received' and have at least 39 EMM hits.

There is no special "TiVo CC" needed. Mine are Scientific Atlanta - one 5/25/2005 and one 6/19/2006.

I think by the Holiday season, all the folks here will be up to speed.

Pete

[pmiranda]

It seems like a lot of problems with "bad cards" may actually be at the Central Office with old pairings, mistyped numbers, ignorant CSRs, and misinformed install techs.


From what I've seen, I agree 100%. I think most people are very comfortable with just randomly throwing new cards at it until it works, but aside from cards that have had their firmware upgrade interrupted (or systems that aren't sending them correctly), I'm betting there are very few "bad cards". Most problems boil down to trouble back at the office.

[eisenb11]

According to a CSR I need my firmware upgraded... but they said they couldn't do it remotely and need to send out a tech (who forgot to bring the cards, btw).

I've read about other people getting their firmware updated while it is still in the S3... so what's the deal????

[pmiranda]

Some cableco's have their act together and can do firmware upgrades remotely. Others know they don't have their act together and don't even try. The scary ones think they can but do it wrong and break every cablecard in the system when they try.
Be glad you're not in the third group :-)

[l_emmerdeur]

He he he, back to square one.

My channels all magically appeared this morning , except for TNT SD. I cancelled the tech appointment since I figured they corrected this remotely. I was wrong.

When I got home after work, most of the channels were gone again (once again, except for networks, network HDs, NY1 and TBS). I had to go out, figured I would call it in when I got home. By the time I got home a few hours later, my channels were all restored again.

Argh!

So now I need to figure out if this is a persistent issue.

[philliptiongson]

I figured out some of what was going on with channels not working (see http://www.tivocommunity.com/tivo-vb/showthread.php?t=321971), and now I am all set! So count me in towards another successful Southern Manhattan cablecard install, 2 tuners, all subscribed channels from 1-750!

[tim_laca]

Although TWC cancelled 2 appointments (no CableCards), when the 2 techs finally arrived yesterday (two weeks later), everything went GREAT! Neither tech had ever installed CableCards in a TiVo, and I was a bit nervous, so I made sure to nicely suggest that WE follow the installer instructions EXACTLY. :D

The 1st CableCard gave the 161-2 error, but luckily they had extras. The next 2 cards installed perfectly (one at a time). The entire process took about 20 minutes.

Thanks to everyone here for posting their "lessons learned" experiences. I'm sure my install went smoother because of your posts. I'm a VERY happy camper!

[MomCatM4]

This has been a great thread to read, so I've gotten up my courage to post... :)

I'm getting ready to take the plunge with the TiVo Series3 (have a Series2 right now) and have been reading everyone's experiences with TW Cable. Has anyone had any experience getting up and running with TW out of Dayton, Ohio?

I saw the post from Columbus and have some hopes of a good experience. However, since moving a couple of years ago, I've had to have TW come out and each time the guy who came didn't seem to know what "that box thing" was with my setup. Given that track record, I'm a little concerned.

Thanks!

JLB

[pmiranda]

However, since moving a couple of years ago, I've had to have TW come out and each time the guy who came didn't seem to know what "that box thing" was with my setup. Given that track record, I'm a little concerned.


They shouldn't need to know what that box is, as long as they treat it like two TV installs, do the bottom slot first, and the folks back at the office have your account balanced and know how to properly enable the cablecards.

Good luck!

[bferrell]

This has been a great thread to read, so I've gotten up my courage to post... :)

I'm getting ready to take the plunge with the TiVo Series3 (have a Series2 right now) and have been reading everyone's experiences with TW Cable. Has anyone had any experience getting up and running with TW out of Dayton, Ohio?

I saw the post from Columbus and have some hopes of a good experience. However, since moving a couple of years ago, I've had to have TW come out and each time the guy who came didn't seem to know what "that box thing" was with my setup. Given that track record, I'm a little concerned.

Thanks!

JLB
Nope, but I've got 2 in TW Cinci up and running fine as well. I had a small problem with the second unit, which was completely caused by the backoffice not getting the host id and cable card ids entered correctly. If you can, listen for them to read the numbers back correctly (here they used those Nextel walkie-talkie phones).

Brett

[Darthnice]

I have to give Time Warner Austin some Kudos after my earlier rantings. Yesterday all my digital channels went black. I called support and the rep on the phone knew what a CableCard was, knew what the problem was, walked me through the re-pairing procedure and said that they have a S3 now that they practice on.

Additionally, it looks like they have pulled the switched channels from the CableCard's lineup so that there is no more confusion as to why some channels are blank, and have the analog stations which have switched digital simulcasts only displaying the analog station.

I think they're really on the verge of getting it together in regards to CableCards :-)

[pmiranda]

Glad to hear they're getting it together. I had waiting 2 weeks before getting my S3 and I guess I should have waited one month :-) BTW, I'm taking my 8300HD in to the office today for the big goodbye :up:

[hookbill]

Glad to hear they're getting it together. I had waiting 2 weeks before getting my S3 and I guess I should have waited one month :-) BTW, I'm taking my 8300HD in to the office today for the big goodbye :up:

I suggest a small ceremony in which you thank it for it's many years of disservice. :)