Official Time Warner Cable Thread

[chedlin]

I am another Austin series 3 owner. I suspect DNCS has to hit every one of these, and the tech who got through to DNCS last night didn't have success. Something about a backed up system.

Mr Cableguy has the same name as my son, who had his 2nd birthday today and he got it working this afternoon!!!

Thanks Cableguy...

I would be willing to contribute to the gift card, or the beer.

I wouldn't be too worried about the contractor leaving, I don't think they have access to the best support or can do anything anyways. The contractor I had was very new to the job and I was also getting an interior wall drop (which the Time Warner Sales rep didn't put on the order..). He showed up with a dead drill and no flashlight. I went up in the attic with him and provided tools.

He was here 8 hours. I did get a new outside line out of the deal (for a little better than 2db signal gain), but I had to provide the shovel. In the interest of saving time (and my sprinkler system) I helped dig under the landscape timbers.

Now I have to call the TiVo VIP line...

After a little help from cableguyxxx the cards were hit and all is working extremely well; I'm redoing guided setup now that Test Channels works.

I really do think those of us in Austin owe Mr Cableguy at least a keg of beer for all the aggrivation he has saved us. I'd head up the collection efforts for a really nice Amazon gift card or something.

Thanks for everyone's help, This thread really prepared me for what could go wrong, and thankfully only a small portion of what could happen did; mainly thanks to the forum and those who went before.

Oh yea, and Austin has one more S3 owner, Woo Hoo!



I've got nothing against contractors at all, but pretty sure he was. When I commented on his leaving before it was working, he said something like "They only pay me 30 bucks per cablecard install (not sure what the number he said was, might have been lower, was not higher) so I assumed he was a contractor from that comment. Just guessing a TW employee would be hourly or salaried; I could be wrong about that
He has yet to call me back, but someone from customer service did and said they'd try to get him back here... still haven't heard from him, but the order could be closed, since its all working now (Hurray!) I will say he was a nice enough guy, and he even insisted I let my dogs in while he worked, which definately earns him some points.

--T.J.

[newguymatt]

I just called time warner NYc (Dec. 9th, 2006), and they told me that you could not get premium channels through their cablecards (e.g. HBO, Cinemax).

Can anyone confirm whether this is true or not. I just spoke to the customer service rep who answered, and she seemed pretty confident.

By the way, is this thing worth it. Everyone here seems to complain about so many problems, but are these happening to 90% of buyers or 2% of buyers. I really don't want the hassle of coming home after being away for a weekend and finding out none of my shows recorded.

Also, I did the math, for those in NY buying who are looking at $1,000 for new box plus lifetime transfer, it'll be 66 months (5.5 years) before you'll be financially better off than have taken the Time Warner DVR.

How, assuming you're like me, you've got two boxes right now. If you add DVR, you're adding $8.95/month. If you take away DVR and that extra cable box, you're saving $9.75 for the box/remote and $8.95 for the DVR. Subtract out $3.50 for two cablecards, and that means you're saving $15.20/month. $1000 divided by $15.20 = 66 months.

The way I look at it then, is lets say then that you'll be happy with this new Tivo box if your investment lasts you only 4 years, then it works out that you're paying an add'l $5.70/month to be happier than with TWC DVR. (66 months - 48 months = 18 months * 15.20 = $273.60 divided by 48 months = $5.70/months). If you can stomach that, then buy away.

Other questions: can you buy the Tivo anywhere and do the lifetime transfer, or just from Tivo? Any place where you can get the Tivo cheaper, but still return it if the cablecards don't work for some reason?

[SCSIRAID]

I just called time warner NYc (Dec. 9th, 2006), and they told me that you could not get premium channels through their cablecards (e.g. HBO, Cinemax).

Can anyone confirm whether this is true or not. I just spoke to the customer service rep who answered, and she seemed pretty confident.

By the way, is this thing worth it. Everyone here seems to complain about so many problems, but are these happening to 90% of buyers or 2% of buyers. I really don't want the hassle of coming home after being away for a weekend and finding out none of my shows recorded.

Also, I did the math, for those in NY buying who are looking at $1,000 for new box plus lifetime transfer, it'll be 66 months (5.5 years) before you'll be financially better off than have taken the Time Warner DVR.

How, assuming you're like me, you've got two boxes right now. If you add DVR, you're adding $8.95/month. If you take away DVR and that extra cable box, you're saving $9.75 for the box/remote and $8.95 for the DVR. Subtract out $3.50 for two cablecards, and that means you're saving $15.20/month. $1000 divided by $15.20 = 66 months.

The way I look at it then, is lets say then that you'll be happy with this new Tivo box if your investment lasts you only 4 years, then it works out that you're paying an add'l $5.70/month to be happier than with TWC DVR. (66 months - 48 months = 18 months * 15.20 = $273.60 divided by 48 months = $5.70/months). If you can stomach that, then buy away.

Other questions: can you buy the Tivo anywhere and do the lifetime transfer, or just from Tivo? Any place where you can get the Tivo cheaper, but still return it if the cablecards don't work for some reason?

Tivo isnt about saving money... its about a premium experience. Folks who have issues are usually the most vocal so YMMV. Cablecards can be a real pain and patience tester but once you are by that... you should be fine especially when 8.1 firmware is available but again YMMV.

As to premium channels... you should be able to get them with CC. Someone in your direct area should really answer that because the cableco could elect to make them unavailable even though technically possible.

You dont have to buy the box from Tivo to take advantage of the lifetime transfer opportunity.

[kido]

newguymatt,

you might also consider in your calculations that the S3 is a fixed cost, while the cable co dvr monthly cost might increase over the 4 year period. in addition, with the S3 you can often drop your cable package to a cheaper standard cable plus cable cards and save more money that way.

[minckster]

I just called time warner NYc (Dec. 9th, 2006), and they told me that you could not get premium channels through their cablecards (e.g. HBO, Cinemax).http://www.timewarnercable.com/nynj/products/cable/cablecard.html

Another thing to watch out for is that you'll lose any package discounts if you don't get their cable box. I argued about this with TWCNYC literally for hours with many different reps.. The best deal I could get was to keep my old "d'best" package with their cable box (unused in a closet) and ADD the two cableCARDS. So my price would have gone up by $3.50 a month. Well ... the quoted price on the second card varied from $1.75 to $6+, so who knows?

I canceled cable and went over-the-air, saving $60 a month. My reception in Manhattan with an indoor antenna and the S3 is amazing!

[BruceShultes]

Sometime overnight, both of my cablecards lost the ability to tune to a digital channel.

This morning all channels above 100 produced a blank screen. Both cablecards still showed an Auth Status of CP Auth Received.

When I called TW Albany's support number, they instructed me to remove both cablecards from the S3 and then re-insert them.

After a few minutes, some of the digital channels were again viewable, but after close to six hours both cards still show an Auth Status of Waiting for CP Auth.

Of course, TW insists that another truck roll is required to fix the problem.

[2farrell]

I just want to warn anyone thinking of having Cable Cards installed by TWC, especially if you are in the Raleigh/Durham area.
Ask about any installation charges.
When I ordered the CC's, the appointment was made but nothing was said about charges for installation.
When the guy turned up, he ignared the TiVo Instructions I gave to him, nearly completly messed up the installation, blamed everything and everyone except his lack of knowledged and after I read through the instructions, got it up and running for him.
For all this they charged me without first telling me, $42.95 per card before taxes.
I called them up to complain and all they aid they could do is refund me for one card.
This is BS.
I wouldn't care if they had warned me up front when I oredered but this is just plain underhanded.
What's more, the supervisor I spoke to told me they always they always inform customers about charges.
I asked him to check the tapes they are supposed to have that is supposed to "improve customer quality".
Puh!
Let this be a warning to you all (and a lesson for me).

[SCSIRAID]

I just want to warn anyone thinking of having Cable Cards installed by TWC, especially if you are in the Raleigh/Durham area.
Ask about any installation charges.
When I ordered the CC's, the appointment was made but nothing was said about charges for installation.
When the guy turned up, he ignared the TiVo Instructions I gave to him, nearly completly messed up the installation, blamed everything and everyone except his lack of knowledged and after I read through the instructions, got it up and running for him.
For all this they charged me without first telling me, $42.95 per card before taxes.
I called them up to complain and all they aid they could do is refund me for one card.
This is BS.
I wouldn't care if they had warned me up front when I oredered but this is just plain underhanded.
What's more, the supervisor I spoke to told me they always they always inform customers about charges.
I asked him to check the tapes they are supposed to have that is supposed to "improve customer quality".
Puh!
Let this be a warning to you all (and a lesson for me).

They informed me prior to install. Its also stated clearly on their website.

http://www.timewarnercable.com/nc/products/cable/cablecard.html

[abredt]

They informed me prior to install. Its also stated clearly on their website.

http://www.timewarnercable.com/nc/products/cable/cablecard.html

TW West Valley of L.A. charged me $29.95 for install of 2 cards, but sent me a bill also for $8.24 per month for the 2 cards. Even tho their website shows $1.75 per month per card:

http://www.timewarnerla.com/pricingguides/PDFs/West%20Valley.pdf

[SCSIRAID]

TW West Valley of L.A. charged me $29.95 for install of 2 cards, but sent me a bill also for $8.24 per month for the 2 cards. Even tho their website shows $1.75 per month per card:

http://www.timewarnerla.com/pricingguides/PDFs/West%20Valley.pdf

Understand... The $1.75 is for the card rental. Here in Raleigh, each card also gets a $1 charge for the 'digital tier' programming. They dont mention that.... Sounds like you are getting whacked for a lot more than I.

[abredt]

Understand... The $1.75 is for the card rental. Here in Raleigh, each card also gets a $1 charge for the 'digital tier' programming. They dont mention that.... Sounds like you are getting whacked for a lot more than I.

But I also have one of their SA8300 HD-DVR recorders that gets digital tiers.
Looks like I'll have to make some phone calls next week.

[hookbill]

I got charged 1.75 for my first card, then 4.50 for the second card. I asked how come so much more for card 2, I was told that's just the way it is. I forget how much the install charge was, it may have been 29.95.

OK now into my second bill my cable bill overall has dropped from 165.00 to 134.00. Including HS internet and HBO.

And that's easy for me to understand. The price went down. :)

[mpastreich]

I just called time warner NYc (Dec. 9th, 2006), and they told me that you could not get premium channels through their cablecards (e.g. HBO, Cinemax).

Can anyone confirm whether this is true or not. I just spoke to the customer service rep who answered, and she seemed pretty confident.


I can't confirm it, but I might be able to call bull.

I'm also in the TWCNYC region.

When I called up, they mentioned that I'll be loosing any PPV and OnDemand service.
I don't any of the premium channels, but when the installer was here to put the CableCards in, the first channels he started checking to see if the cards were working were CNN, TNT, ABC and HBO. He seemed surprised when I told him I don't get it, and checked the other HD channels (TNTHD, DiscoveryHD, and the Network channels).

There are also SOME premium channels (parts of the multi-channel packages maybe?) that you loose by switching to CableCards. Personally with two tuners getting my full lineup, and TiVo suggestions, my wife and I should have more programming than we can watch anyway, so we don't see a need for the Premium channels.


The installer said he's been doing about 3-4 S3 TiVos per day for the past month or so (since he was called in to help on another service tech on an S3 CableCard install). he certainly knew his way around the setup and with the TiVo remote.

The only issues was that they had to re-hit one of the CableCards before it started working, but its been great since (about 3+ days of HD glory :) ).

Interesting Tidbit. The installer said he loved the new S3s. Some TVs that take CableCards are problematic and won't update the firmware on some cards. He said the S3s have been great and were able to work even for CableCards that some TVs had problems with and weren't able to upgrade and use.


By the way, is this thing worth it. Everyone here seems to complain about so many problems, but are these happening to 90% of buyers or 2% of buyers. I really don't want the hassle of coming home after being away for a weekend and finding out none of my shows recorded.

Also, I did the math, for those in NY buying who are looking at $1,000 for new box plus lifetime transfer, it'll be 66 months (5.5 years) before you'll be financially better off than have taken the Time Warner DVR.

How, assuming you're like me, you've got two boxes right now. If you add DVR, you're adding $8.95/month. If you take away DVR and that extra cable box, you're saving $9.75 for the box/remote and $8.95 for the DVR. Subtract out $3.50 for two cablecards, and that means you're saving $15.20/month. $1000 divided by $15.20 = 66 months.

The way I look at it then, is lets say then that you'll be happy with this new Tivo box if your investment lasts you only 4 years, then it works out that you're paying an add'l $5.70/month to be happier than with TWC DVR. (66 months - 48 months = 18 months * 15.20 = $273.60 divided by 48 months = $5.70/months). If you can stomach that, then buy away.


I ran through the same numbers and got about the same results. End note for me was that the TiVo service is much better than the service with a TWC DVR, so essentially what you're paying for is a TiVo Dual-Tuner HD DVR. If you're happy with your TiVo, you'll probably be very happy with the replacement.

I'm trying to convince my brother to upgrade his S2 to an S3.
The huge Standard Definition storage space, and the dual tuners convinced him that he doesn't need OnDemand or PPV, and he's still using a Standard Definition TV that he probably won't replace for a year or two.

He lives in a house with a few other people, and a show he's recording usually gets bumped if someone wants to watch something on TV, so he's very much looking forward to that feature. :)


Other questions: can you buy the Tivo anywhere and do the lifetime transfer, or just from Tivo? Any place where you can get the Tivo cheaper, but still return it if the cablecards don't work for some reason?

You can buy the TiVo cheaper, and still to the lifetime transfer. I didn't go looking though, so I'll leave it to someone who has. :)

All in all I'm incredibly satisfied with the new S3.
The install went smooth. It looks great on our new TV (Samsung LN-S3251D), and seems to have much better picture quality than our SD-H400, even after I turned on ProgressiveScan mode on the SD-H400 (although I certainly see a difference on the DVDs its playing to the new TV).

My only issues with the S3 are things I expect to be fixed:
1) My TV can't accept 480i over HDMI, it would be nice if outputting Video in "Native Mode", over Digital Outputs upconverted 480i to 480p, so that the TV could handle the translation from 1080i to 720p on its own. As it is I have it set to "720 Hybrid mode" where all SD signals are output at 480p, and all HD signals are output at 720p, not a major deal, the real question is which one does a better conversion for the TV, the TV or the TiVo. I'm not sure about that, so this falls under the category of "Quibbling".

2) MRV I couldn't care less about. We have one TV. How many do two people need? TiVo2Go however was something I used regularly, both to transfer shows to my PSP for my commute every day, and to watch programs on my computer when my wife was watching her soaps. Yes I suppose a second TV with TiVo and MRV would serve the same purpose, but we don't see a need for a second cable hookup, TiVo costs, etc.. I expect (hope?) TiVo2Go gets turned on soon for the Series 3 boxes.

3) Once we start watching HD, 30 hours may seem an awfully small recording capacity (although I expect it'll be just fine since its in line with what we are moving from). Barring TiVo2Go or hacking the Box, eSata seems like the best way to expand that available space. I'd rather not hack the box, and I'd rather see TiVo2Go turned on, but I fully expect the eSata port to be enabled in the near future.

[jae]

http://www.timewarnercable.com/nynj/products/cable/cablecard.html

Another thing to watch out for is that you'll lose any package discounts if you don't get their cable box. I argued about this with TWCNYC literally for hours with many different reps.. The best deal I could get was to keep my old "d'best" package with their cable box (unused in a closet) and ADD the two cableCARDS. So my price would have gone up by $3.50 a month. Well ... the quoted price on the second card varied from $1.75 to $6+, so who knows?

I canceled cable and went over-the-air, saving $60 a month. My reception in Manhattan with an indoor antenna and the S3 is amazing!

i continue to get all the premium channels (hbo, showtime, encore, tmc) w/ my cablecards - i don't know why that page says it varies. you do loose the "on demand" channels, so perhaps that is what they are referring to.

no one told me my price would change for my current package, but if that does occur, i'll be on the phone arguing w/ twc as well - i'll have to wait and see what my next bill looks like.

[BruceShultes]

Early Friday morning my UPS beeped and I noticed that my S3 was starting to boot. I didn't think anything about it at the time and just went back to sleep.

Now, about four hours later, the S3 is still in a continuous boot cycle.

It boots, starts to acquire channels and then starts another re-boot after about 2 to 3 minutes.

For now I have unplugged it. When I get back to the house, I will try to remove the cablecards and see whether it will stay up without them.

Update:
After removing the cablecards and repeating Guided Setup, the S3 is back to normal. Next i will re-insert the cards one by one and see if they re-authorize and everything remains stable.

2nd Update:
After re-inserting the cable cards the S3 is still stable, but the cablecards did not re-authorize. I called the local TW support number and asked them to re-hit the cards but two days later the authorization had still not happened.

Today, Tuesday, TW replaced both cablecards, but they have still not been authorized successfully and the cable guy has left telling me that they can take up to 24 hours to authorize.

I have been checking the status of both Scientific Atlantic cards about every ten minutes. Cable Card 1 shows an increasing ECM count each time so I assume it's authorization is in progress. Cable Card 2 ECM count stays unchanged at 43.

I figured out that the only reason the ECM count was increasing was because I was watching something on both tuners and only going back to check the status of the Cable Cards periodically.

3rd Update:

Wednesday morning TW returned again and called in the serial numbers, the Cable Card numbers and the Host-ID numbers again. This time both Cable Cards status changed to "CP Auth Received" and everything appeared to be working correctly when TW left.

However, apparently one of the Cable Cards was old enough that it needed a Firmware Update. When this had not completed after 4 hours I called TW again.

The same TW guys came again later that afternoon and replaced the older card with one that showed a date of manufacture last April. This one was authorized with no problems and on Thursday everything is still workin properly.

Fingers crossed that the cards don't lose their authorized again.

[jonahlee]

I have had 2 Warner Bros Techs come to my house in Los Angeles now. The first tech came on Saturday and was here for 30 minutes, he basically put the cards in and the had the TIVO restart the basic setup and then left before it was finished. When the TIVO restarted I got most of the basic cable channels (Not CNN or a few of the higher ones) and the HD Channels that are basic over the air Channels, but nothing else. So about 5 minutes after the guy left I called Time Warner Cable again and they set up another technician which was for today, so I had to stay home today to have a technician.

The technician who came today was nice enough, but did not know anything about HD Tivo, or even cable cards. In fact I kept explaining to him that the TIVO had 2 cable cards. He made a good 10 calls to Warner to try and get my cards working, but basically he got nothing done. They kept repinging the cards, but it never got anymore of the channels him. The Tech then checked the cable lines, and there is signal loss, and I guess something in the basement of the apartment building is wired backwards (though my normal SD cable box works fine), and when I check the Digital Signal on the TIVO it shows 98%. So tomorrow they are sending some technicians to work on the building, and then on Wednesday I need to call again if it still isn't working.

The strange thing is that when you go into the Cable Card Setup in the Conditional Access manual on the 5th line it reads Auth: MISSING_PROGRAM_REKEY and the next like reads CA enable: unknown. I am thinking this has something to do with them authorizing the encoded channels. Anyone have any idea on this?

[calitivo]

Jonah - Here's how to fix it. I had the exact same issue today. One of my CC's malfunctioned a few days ago and had a service call to replace it. He redid the setup and both of the cards wound up with the MISSING_PROGRAM_REKEY issue. After some searching around, here's how to fix it.

1) Get Serial Number's for both CC's. They are located on the cards themselves.
2) Call Time Warner support.
3) Explain what you are trying to do and that you know the answer for it. That way, they seem more willing to do what you will ask them for.
4) For the CC in Tivo slot #1 (the bottom), give them the SN an tell them to send the "initialize" signal. When they do this, there will be a cablecard error (161-4) that comes up. This is a good thing. Next, they should send a "hit" signal.
5) Once they have said they've done that, go to test channels. At first, nothing came up for me. I hit clear, went back into test channels and started changing channels. All my missing channels could now be viewed.
6) Repeat same thing for CC that is in slot #2 (the top).
7) Double check that on the Conditional Access screen (for both CC's) it says "SUBSCRIBED" under the Auth line item.

Problem solved; at least for me.

[jonahlee]

Thanks I will call them and try it.

[sdurgin]

Jonah - Here's how to fix it. I had the exact same issue today. One of my CC's malfunctioned a few days ago and had a service call to replace it. He redid the setup and both of the cards wound up with the MISSING_PROGRAM_REKEY issue. After some searching around, here's how to fix it.

1) Get Serial Number's for both CC's. They are located on the cards themselves.
2) Call Time Warner support.
3) Explain what you are trying to do and that you know the answer for it. That way, they seem more willing to do what you will ask them for.
4) For the CC in Tivo slot #1 (the bottom), give them the SN an tell them to send the "initialize" signal. When they do this, there will be a cablecard error (161-4) that comes up. This is a good thing. Next, they should send a "hit" signal.
5) Once they have said they've done that, go to test channels. At first, nothing came up for me. I hit clear, went back into test channels and started changing channels. All my missing channels could now be viewed.
6) Repeat same thing for CC that is in slot #2 (the top).
7) Double check that on the Conditional Access screen (for both CC's) it says "SUBSCRIBED" under the Auth line item.

Problem solved; at least for me.

Where are you? What call center did you reach that would actually do anything beyond the reseat and reboot option?

I'm in souther california.

[sdurgin]

I previously experienced drop out of all digital channels on both tuners when the TW clock turned 12/1. The card in my tv panel still worked, although it never got the right channel lineup info since the rebuild here in So, Cal. Scheduled service. The kid, nice guy none of this his fault, showed up at 10:35 am, he was already on hold with his dispatch from his 1st call nearby, knowing he had another cable card issue he came on over.

Now the cards in the Tivo came back to life after five days all by themselves, so I know it was a system issue with TW, the tech agreed. But I need the card in the tv tuner fixed. He swapped the card and waited on hold, and waited and waited. After a while he had to go back to the truck to plug his Nextel phone in to the charger. No kidding he was on hold for 2hours and the call dumped, he called back in and after 20 minutes was dumped again. All the while he is using his personal cell phone to call his buddy techs working with similar issues.

Finally he gets someone from TW who tells him THEY CHANGED THE NUMBER! WTF? So he calls back in and still has problems getting a dispatch on the line. When he gets a call back "Jesse" tells him everything is fixed. They go through the authorization tap dance and the new card is in the exact same state the original card was in! That is improper channel line up info and no premium channels passed.

Tech was on site from 10:30 am until 1:00pm to get nothing accomplished (except waste a morning taken off from work for me).

Thankfully my TIVO cards are still working fine.

It is incredible how TW is killing itself with poorly staffed and trained technical services.

I am expecting a call back from a supervisor tomorrow to explain how they plan on compensating me and repairing the service. Yikes.

[calitivo]

Where are you? What call center did you reach that would actually do anything beyond the reseat and reboot option?

I'm in souther california.

West L.A. I called 888-TWCABLE at about 7pm last night.

[bobbo]

Maybe not there, but the certainly do here.
i'm here in raleigh, too. ok, so the series3 arrived today and tw is scheduled to install cards on friday morning. what should i do prior to their arrival - take new tivo through guided set up? call tivo and transfer lifetime service? buy more beer?

[SCSIRAID]

i'm here in raleigh, too. ok, so the series3 arrived today and tw is scheduled to install cards on friday morning. what should i do prior to their arrival - take new tivo through guided set up? call tivo and transfer lifetime service? buy more beer?

Id run guided setup and play with it for a couple days. Stick rabbit ears or a piece of wire on the antenna input and enjoy local HD's (depending on where you are located).

That way you can at least be certain that the box actually works.

[bobbo]

thanks - i'm sure i'll be back for more once the process starts

[mercurial]

SCSIRAID's got it. I found out one of my S3's was DOA the morning of my install. Grrr...

[2farrell]

They informed me prior to install. Its also stated clearly on their website.

http://www.timewarnercable.com/nc/products/cable/cablecard.html
Yes, but that's not the point, the agents are supposed to inform you verbally at time of order and they didn't tell me. It's called disclosure and it's also the reason TWC record phone calls to ensure the support staff do their jobs correctly.
Also, all the link you has a note on the bottom of the page about the charges and it's not anywhere else on their site. I don't call that clear unless you're specifically looking for it.

[SCSIRAID]

Yes, but that's not the point, the agents are supposed to inform you verbally at time of order and they didn't tell me. It's called disclosure and it's also the reason TWC record phone calls to ensure the support staff do their jobs correctly.
Also, all the link you has a note on the bottom of the page about the charges and it's not anywhere else on their site. I don't call that clear unless you're specifically looking for it.

So because one agent made a mistake justifies 'TWC are lying thieves'?

[BruceShultes]

After another visit from TW, both cablecards changed to "CP Auth Received" and I was able to receive all channels on cablecard 1, but cablecard 2 still would not receive any digital channels.

Shortly after the S3 displayed the message "Upgrading the CableCARD... Press SELECT for more info Cable Card firmware upgrade in progress".

When I press select, it says "The TiVo Digital Media Recorder is currently upgrading the CableCARD decoder firmware as required by your cable provider. This may take up to 40 minutes. While the upgrade is in progress, you will not be able to watch or record Live TV. Meanwhile, you can still watch programs from the Now Playing List by pressing the TiVo button. WARNING: Do not unplug the DVR or eject the CableCARD decoder while the upgrade is in progress.".

This has now been showing on the screen for over 2 hours.

[jonahlee]

Jonah - Here's how to fix it. I had the exact same issue today. One of my CC's malfunctioned a few days ago and had a service call to replace it. He redid the setup and both of the cards wound up with the MISSING_PROGRAM_REKEY issue. After some searching around, here's how to fix it.

1) Get Serial Number's for both CC's. They are located on the cards themselves.
2) Call Time Warner support.
3) Explain what you are trying to do and that you know the answer for it. That way, they seem more willing to do what you will ask them for.
4) For the CC in Tivo slot #1 (the bottom), give them the SN an tell them to send the "initialize" signal. When they do this, there will be a cablecard error (161-4) that comes up. This is a good thing. Next, they should send a "hit" signal.
5) Once they have said they've done that, go to test channels. At first, nothing came up for me. I hit clear, went back into test channels and started changing channels. All my missing channels could now be viewed.
6) Repeat same thing for CC that is in slot #2 (the top).
7) Double check that on the Conditional Access screen (for both CC's) it says "SUBSCRIBED" under the Auth line item.

Problem solved; at least for me.
THAT DID IT! Thank you so much. They are all idiots, how come they don't know how to do that? I told the woman on the phone that they techs that come out should be taught that simple procedure since it seems to work so easily!!

I appreciate the help!

[sdurgin]

I told the woman on the phone that they techs that come out should be taught that simple procedure since it seems to work so easily!!

Did you just go through one of the call centers?

[jonahlee]

Did you just go through one of the call centers?
First person I talked to, I explained to them the problem and that I had a solution, and explained it to her and she did it, and withing 10 minutes my TIVO 3 HD was working perfectly.

[jsshattuck]

Well my Time Warner experience officially began today. I must say that we got off on the right foot. The Customer Support operator started a workorder to install 2 cablecards in my new S3. She was unfazed that I needed 2 cards, and didn't even ask for the TiVo Product number to validate that it was on the approved list. "Oh, a TiVo, we have those in the lab for training purposes."

They are scheduled to be here next Tuesday (First day I was available), so I will post my progress. Best of all, the service installation fee was waived, so there's no chage to install. Gee, this ain't your Daddy's Time Warner. <VBG>

[Jerry Keller]

Well, here's my installation experience. Everything works fine! :) (so far ;) ).

Very young guy showed up. Didn't know we were doing a TiVo. He'd never done a TiVo and had heard that they were a lot of trouble. Asked why I didn't like the Moxi HD DVRs (he has one and likes it). Wanted to know why 2 cards for the TiVo, etc. My impression was not very experienced. :(

We stuck the first card in and it started working after a minor amount of fiddling. The second cablecard wouldn't work at all. :( He then pulled another one out of his pocket; he said it was his last one. We stuck it in and tried to get it to work. At this point, his nextel battery went dead. He didn't want to use my phone as he would wait on hold forever. He went out to his truck where he had a battery charger. At this point, he couldn't get through because everybody at the local office was busy. He ended up getting someone who wanted all kinds of info off the TiVo that we didn't need before. She was no help. He finally got through to the first guy who hit the CC and everything was working a few minutes later. :cool:

[jcunning1998]

So close but so far away.

I bought the Tivo before Thanksgiving and this is the first time the installer could come out... :down:

We had the 1st card seeing about 30% of the channels (after 3 cards and 4 phone calls) and the second card seeing all the channels (1st try and it worked). After many 'hits' and "refreshes" to the first card, the EMM count refused to increase, TW decided they wanted to make sure Tivo was not the problem so they decided to swap the cards around.

Well, this is where everything went downhill very fast. The cablecard that worked great in slot 2 was married to slot 1 and also only saw the same channels as the previous card. Then things went very bad and this card developed a 161-2 error. So I called Tivo CS and they said the card was dead. We went onto another card that was previously in slot 1 and that one said it could not be initialzied, so that was ruled bad. The last and final card also came up with the same error.

After six hours the installer ran out of patients, ran out of cards, and ran out of time... I love tivo, but this is crazy. Why can't we do it the old fashion way and have tivo just change the channel of the set-top box? It worked and it was easy.
I will sacrifice picture quality to have something that works.

Tomorrow I get to try this all again with a different installer that is supposed to have a little experience installing cablecards. Hopefully he doesn't bring the same cards as today... Now that my tivo has at least 3 cards against the host ID's, I'm sure TW will never be able to fix my account so I get all of the channels.

I was expecting a war when I bought it and Tivo lost the first round. Hopefully Tivo can come back in round two.

It was the installer's first time installing cablecards and I think either he or TW screwed up the initial card setup. Tthen they lost patients and really screwed everything up.

This whole experience brings me back to the DOS 3.x days with a nice x86 computer. If all else fails just CTRL-ALT-DEL and try again... Maybe tomorrow I will break out my Van Halen and Metallica CD's to see if Tivo and TW can't work it out in their own time zone!

Does anyone know how to contact the DNCS group directly or what the secret passcode is? I'm sure they could have fixed my problems before TW decided to start swapping things around and mess everything up.

[sdurgin]

Is there a post that explains what ECMs & EMMs are all about?

The installers that had success with the series 3 (but not as much with my tv tuner, figure THAT one out) were interested to see those numbers increase. (They don't increase on the card in my tuner which does not yet see all the channels it should)

My last installer, who had no success with the problem card in the tv tuner knew nothing about ECMs & EMMs, but then, he couldn't make the card work either. ;)

[SCSIRAID]

Is there a post that explains what ECMs & EMMs are all about?

The installers that had success with the series 3 (but not as much with my tv tuner, figure THAT one out) were interested to see those numbers increase. (They don't increase on the card in my tuner which does not yet see all the channels it should)

My last installer, who had no success with the problem card in the tv tuner knew nothing about ECMs & EMMs, but then, he couldn't make the card work either. ;)

An EMM is an Entitlement Management Message. It is sent 'out of band' (low frequency - below 'channels') to the cablecard by the cableco head end. It tells the cablecard what you are 'entitled' or authorized to decode and watch. An EMM is what gets sent when the card is Initialized or HIT.

An ECM is an Entitlement Control Message. It is embedded in the ditigal channel bitstream. It contains information needed to decrypt the channel. The ECM changes periodically to keep the encryption 'on the move.

[jcunning1998]

An EMM is an Entitlement Management Message. It is sent 'out of band' (low frequency - below 'channels') to the cablecard by the cableco head end. It tells the cablecard what you are 'entitled' or authorized to decode and watch. An EMM is what gets sent when the card is Initialized or HIT.

An ECM is an Entitlement Control Message. It is embedded in the ditigal channel bitstream. It contains information needed to decrypt the channel. The ECM changes periodically to keep the encryption 'on the move.

So the real question is, if they "hit" the card and the EMM count does not increase, then what is the problem?

This is what I was experiencing yesterday. One card would increase the EMM count after a hit and the other was just stuck at 2. They were saying the tivo slot was the problem.

[mercurial]

So the real question is, if they "hit" the card and the EMM count does not increase, then what is the problem?

This is what I was experiencing yesterday. One card would increase the EMM count after a hit and the other was just stuck at 2. They were saying the tivo slot was the problem.

I'm going to guess your second card/host id pairing isn't properly authorized in their system so it isn't getting EMMs authorizing it. I believe they need to "balance" your account and make sure all your devices have the same subscriptions/services enabled.

[SCSIRAID]

So the real question is, if they "hit" the card and the EMM count does not increase, then what is the problem?

This is what I was experiencing yesterday. One card would increase the EMM count after a hit and the other was just stuck at 2. They were saying the tivo slot was the problem.

If they send an Init or a HIT and your EMM count remains at 0 then the card pairing information entered in their system likely doesnt match your configuration. You can mess it up on your side by switching the cards around or moving them to another device.

[SCSIRAID]

I'm going to guess your second card/host id pairing isn't properly authorized in their system so it isn't getting EMMs authorizing it. I believe they need to "balance" your account and make sure all your devices have the same subscriptions/services enabled.

Balancing issues shouldnt cause 0 EMM's but will cause missing content with non-zero EMM's since the 'entitlement' would possibly be incorrect.

[mercurial]

Balancing issues shouldnt cause 0 EMM's but will cause missing content with non-zero EMM's since the 'entitlement' would possibly be incorrect.

I did say guessing. Unfortunately, I know a lot about provisioning data and voice services on cable systems but not as much about the video services other that what I can pick up via osmosis.

[sdurgin]

An EMM is an Entitlement Management Message.
snip
An ECM is an Entitlement Control Message.
Thanks!
Now we all know more than most of the TW techs!

This kind of knowledge helps with diagnosing troubled cards.

[jcunning1998]

If they send an Init or a HIT and your EMM count remains at 0 then the card pairing information entered in their system likely doesnt match your configuration. You can mess it up on your side by switching the cards around or moving them to another device.

When the card says "CP Card authorized", doesn't this mean the pairing is good or can it still be screwed up.

We did run into the problem where the CP card was not getting authroized, but TW quickly fixed it on the system and it came up Authorized.

[SCSIRAID]

When the card says "CP Card authorized", doesn't this mean the pairing is good or can it still be screwed up.

We did run into the problem where the CP card was not getting authroized, but TW quickly fixed it on the system and it came up Authorized.

Yup. CP AUTH RECEIVED means the pairing is good.

[jcunning1998]

Update to my install.
2nd trip by cable guy.

We installed the first cablecard and got it paired up. It was doing the exact same thing as yesterday. It would get paired fine, but then it seemed to hang at the EMM count=2 no matter how many hits or refreshes it was sent. So this slot has the same symptom for 3 different cablecards. 1 of which was definitely working previously in slot 2.

Tivo asked us to install second card. We got it paired up and almost instantly saw the EMM count move to about 29. One more call to refresh it and it was receiving all of the channels no problem.

Tivo is going to send out a new unit to me. Hopefully this solves the problem with the first slot.

[BruceShultes]

Update to my install.
2nd trip by cable guy.

We installed the first cablecard and got it paired up. It was doing the exact same thing as yesterday. It would get paired fine, but then it seemed to hang at the EMM count=2 no matter how many hits or refreshes it was sent. So this slot has the same symptom for 3 different cablecards. 1 of which was definitely working previously in slot 2.

Tivo asked us to install second card. We got it paired up and almost instantly saw the EMM count move to about 29. One more call to refresh it and it was receiving all of the channels no problem.

Tivo is going to send out a new unit to me. Hopefully this solves the problem with the first slot.

I doubt that there is anything wrong with your Tivo. I was having the same problem and the only reason was that TW had entered either the cablecard number or the host-id incorrectly. When the TW guy returned and called in the numbers again, the card was authorized in under five minutes.

[MrMike1876]

I also have Time Warner Cable NYC.

Now that you have your Series 3 set up....

from your post it would seem as you were able to convince them to give you
both a Cable Card and a Settop Cable Box -- are you running it on the same tv?

I was debating on upgrading to the new series 3 service -- but I have a problem giving up the On-Demand features....I would like to have both.

I know cable cards you can't have ondemand features. But if you could run a cable box on one of your tv's separate input - that would be Ideal.

Did you try that?

Thanks - mike :)

[BruceShultes]

I also have Time Warner Cable NYC.

Now that you have your Series 3 set up....

from your post it would seem as you were able to convince them to give you
both a Cable Card and a Settop Cable Box -- are you running it on the same tv?

I was debating on upgrading to the new series 3 service -- but I have a problem giving up the On-Demand features....I would like to have both.

I know cable cards you can't have ondemand features. But if you could run a cable box on one of your tv's separate input - that would be Ideal.

Did you try that?

Thanks - mike :)

That is exactly what I am doing.

I also have a DirecTV hr10-250 HD DVR and a Sony DVD player. At the moment the S3 is connected by HDMI and all the others are connected by component.

Since my HDTV has only two component inputs, I have a Video Storm component switching box which selects the feed from either the DVD or the cable box whenever I power either one up.

I am also using a Harmony 890 universal remote, which powers on the correct equipment and has my HDTV select the correct input for that equipment. This way I can put the other five remotes away and just use one.

NOTE:

I tried connecting both the SA Explorer 8300 cable box and the DirecTV box through HDMI when I first got each of them, but each one of them worked for about a week and then lost either picture or sound when connected through HDMI.

The cable box runs SARA software. Reading some of the threads on the AVS forum, many people are having no problems with the same box running Passport software. Many others are having no problems running SARA software.

My troubles with HDMI could be the version of SARA that is loaded on the box, how old the box is, or a problem with it's HDMI interface.

I have not bothered to investigate further, since I can notice no difference with the quality of the picture between HDMI and component.

However, I have an outdoor antenna connected to both the S3 and the DirecTV boxes, since the HD picture is much better over the air than either cable or satellite. Also this allows recording 4 shows at the same time, 2 on the S3 and 2 on the DirecTV box.

[MrMike1876]

I have Time Warner Cable in Brooklyn Heights -- 11201.

I want to know if this is possible:

HD Plasma Panasonic 42px600U tv with the following setup:
Cable Cards for the Tivo Series 3 HD DVR on the Cable Input
Cable Box on a Separate Input - So there is a way to access On Demand Features

I basically - want to have my cake and eat it too..... \

I appreciate any advice you can give me--- I am determining whether to buy the series 3 tivo and this will help my decision....

Thanks! - Michael :)

[SCSIRAID]

I have Time Warner Cable in Brooklyn Heights -- 11201.

I want to know if this is possible:

HD Plasma Panasonic 42px600U tv with the following setup:
Cable Cards for the Tivo Series 3 HD DVR on the Cable Input
Cable Box on a Separate Input - So there is a way to access On Demand Features

I basically - want to have my cake and eat it too..... \

I appreciate any advice you can give me--- I am determining whether to buy the series 3 tivo and this will help my decision....

Thanks! - Michael :)

What do you mean by 'on the cable input'?

I would connect the Tivo S3 to your HDMI or component input and the cablebox to another component input.

You will have to use a splitter to connect the cableco coax to both the cable box and the S3.

[MrMike1876]

What do you mean by 'on the cable input'?

I would connect the Tivo S3 to your HDMI or component input and the cablebox to another component input.

You will have to use a splitter to connect the cableco coax to both the cable box and the S3.

i just meant a separate input


i know its possible - but Time Warner does not let you have both....on the same tv

but - i bet it works!

[pmiranda]

i know its possible - but Time Warner does not let you have both....on the same tv
but - i bet it works!

Of course it works, they're just being stupid. You need a splitter, which they might give you, otherwise get a good quality one yourself (I recommend Channel Vision) and you can hook it up. Go the office and pick up a box and install it yourself. If they give you any guff, tell them it's for another TV in the house.

The splitter will only give you trouble if the signal is already too weak (I had to install an amp even without it to get reliable digital TV with just their box) or you buy a cheap splitter. If you get an amp, be sure it allows back-channel signals to go from the cable box back to the cableco.

[jschmidt]

Just wanted to post my experience with Time Warner in Chillicothe, Ohio (formerly Adelphia). The installer came out yesterday with 6 CableCards for my 3 Series 3 TiVos. Although he had never installed them in a TiVo before, he was very knoeldgable and knew just what to do. The only problem was when the rep at the office transposed two of the numbers in the Host ID. After that, 2 of the cards wouldn't work. They couldn't reset them and had to bring out two more cards today. It seems to me that their software could be better and easier for the reps to use, but overall it was a very good experience. I now have 3 S3s up and running and I love it!

[Kavehmesh]

Just wanted to post my experience, Madison, Ohio, TWC (formerly Adelphia). Installer came with just 2 cards and had never worked on the Tivo. However the guy glanced briefly at the installer sheet and seemed like he knew exactly what to do and knew exactly what he was looking for. He warned me that if I didn't have the right firmware, it could be a problem. But within 45 minutes, everything was working well. He mentioned that some of his fellow installers never bothered to play around with the CableCARDs and learn how those work. He said he made sure he tested the cards before he came out and he had already written down the info. I was 100% impressed.

Now, if I can only figure out why some of channels have an audio sync problem....

[jltx]

TW-Austin experience.

It appeared to go really well. It took about 20 minutes to get both cards working. He followed the Tivo sheet I gave him and did each card one at a time. Unfortunately, I didn't read this thread first and naturally I quickly tested channels that happen to also be analog. :( After the tech left I discovered I was not actually getting any digital channels.

So I called back and the first CSR said there was nothing they could do on their end since CC are one-way and I was just missing SDV channels. But he scheduled a visit to check it out. The install had gone so smooth I figured that nothing was wrong on my end so later I called back and got a super friendly guy who pointed me here and fuka.com for more info. I started reading.

Armed with info I finally called back and told (now the third) CSR that the only problem was that my EMM was 0 and I needed him to send out a hit. He tried a few things on his end but it did not work. He tried to find his head tech guy but he was on another call. So he told me he would keep working on it and try to get the other guy to look at it. This was last night and I kept checking but nothing new. Well, sure enough this morning I had EMM 39 on both cards and everything is peachy.

So the moral is, once your cards are paired correctly, they should be able to do everything on their end. And they do seem to be slowly getting everybody on their end trained. So if you are having trouble, just keep calling back to get a knowledgeable CSR and resist having techs keep coming to your house.

More details: the only hitch in the original install was that the tech called in separately for each card (not a long wait luckily). But the second person did something wrong so the second card seemed not to work. We started to try a third card to replace the second and when he called in again, this new person noticed the problem so we put the second card back in and she re-hit it and it worked. So I would suggest keeping the same person on the phone for both so make things go smoother.

Also, on my last call I asked to get connected with DNCS and he told me that in the past the techs did not have the correct software to pair the cards which is why DNCS were the only ones able to do it. He said they now have that software so contacting DNCS was no longer necessary. However, I don't know who finally resolved my EMM issue. But I suspect that he is correct and that the techs now have what they need, it is just a matter of getting everyone trained.

[T-Shee]

My Cable Card install in New York went pretty much as expected: both cards were installed with only a minor glitch (the S3 rebooted spontaneously during the "test" of Card 2, thereafter no problems).

The tech said he had done a few S3 installs and indeed seemed to know his way around the Tivo menus. The process took about 35 min., mostly waiting for the Premium channels to light up. Oddly, the first card started working in 5 min. while the second card took 20 min. or so. No big deal, really.

The worst of it was during the "ordering" process, speaking to a CSR (actually, I think they should be called CDRs - for Customer Dis-Service Rep.). They gave me a hard time as soon as I said the words "Cable Card". The tone of the converstaion changed immediately - to obstructionist!

"What's the password on the account, sir?" Password? There's no password! " I have no idea what you are talking about, ma'am", I said.

Eventually after several unpleasant minutess arguing about the existence of a password, I said "OK, I'm a customer who has forgotten their password. How do we go about getting it reset". There was a click and I thought she hung up, but a supervisor got on the phone, who asked me all of the same account number questions again, including information about the two previous bill payments. You'd have thought it was a matter of National Security prying two cable cards out of these people!

Bottom Line: two Scientific Atlanta cards installed and working for two days now with no problems except for the CSR (CDR) who took the original request.

[minckster]

"What's the password on the account, sir?" Password? There's no password! " I have no idea what you are talking about, ma'am", I said.I got that same question once and still can't figure out what they're trying to get at. Password? To call TWCNYC - Northern Manhattan?

[rlay]

I've had my S3 for nearly 3 months, whilst I love the interface/features, I am disappointed that I do not receive all the HD channel TW offers...and there is only one broadcast HD channel they I receive in my area (FOX). Yesterday on my Motorola HD DVR upstairs there were three new HD channels on the adjacent to the four channels I already don't receive downstairs on the S3 (hooked up to the 50 inch plasma). I am assuming that this is because they are on the "switched" network (from what I've read here), because by all indications I've read here, both cards are in tuned state with EMM messages received. The channels that don't work have 100% signal but a black screen....even the channel name listing information is there.

Last month I upgraded to the Platinum package, and very quickly, ShowtimeHD and StarsHD were activated (within minutes).... but no DiscoveryHD, HDNET, etc.

When the (many) TW techs have been here, as well as when I've called the call center... they simply claimed that the cards are fully activated, working properly, and that certain features are not supported with Cablecards....including some channels. Most claim that the Motorola and the Cable Cards are configured the same way, and that the most be something wrong with the TIVO.

I'm concerned that as they add more HD channels, that they will be on the switched network. Anybody else have the same issue?

[abredt]

Did you run Guided Setup? Maybe run it again.

Do you also have a TW HD cable box? Or do you know someone in your neighborhood who does? What channels does that box get?

I'd think it would be worth renting an HD box from TW just for one month to see. You can install it yourself, just make the connections and plug it in.

If that box gets the missing channels, you'd narrow down the problem.

[sdurgin]

I've had my S3 for nearly 3 months, whilst I love the interface/features, I am disappointed that I do not receive all the HD channel TW offers...and there is only one broadcast HD channel they I receive in my area (FOX).

What area are you in? You don't get ABC NBC or CBS in HD? Have you spoken with Tivo? What do they tell you?

[rlay]

Did you run Guided Setup? Maybe run it again.

Do you also have a TW HD cable box? Or do you know someone in your neighborhood who does? What channels does that box get?

I'd think it would be worth renting an HD box from TW just for one month to see. You can install it yourself, just make the connections and plug it in.

If that box gets the missing channels, you'd narrow down the problem.

I just ran the guided setup today....no joy.

I also have the TW HD cable box on a smaller LCD TV upstairs, and it gets all of the channels.

I've narrowed the problem to either a "switched" network or a misconfiguration of the CableCard.

[rlay]

What area are you in? You don't get ABC NBC or CBS in HD? Have you spoken with Tivo? What do they tell you?

I am in Imperial Valley, CA...The nearest broadcast HD signals are 50 miles away from Yuma Arizona. My neighbor has a huge antenna for his Directv system, and he still doesn't get anything but FOX in HD over the air.

Tivo offered to talk to the Time Warner installers, but the TW folks said they had it under control....They also confirmed that the S3 does not work with switched networks.

[hookbill]

Tivo offered to talk to the Time Warner installers, but the TW folks said they had it under control....They also confirmed that the S3 does not work with switched networks.

They wouldn't use Switched Video on a network. That doesn't make sens SVD is used on channels that are less frequently watched, not on main channels.

[Stormspace]

Two things are likely to happen here. Either the switched video will be reconfigured when the integration ban goes into effect, or TW will issue cards capable of doing switched video. If the latter happens I hope TiVo will be able to do some sort of software update to enable the new cards. It would really suck if the integration ban broke all S3 TiVos in service.

[routerman]

... Either the switched video will be reconfigured when the integration ban goes into effect, or TW will issue cards capable of doing switched video. ...

What is the integration ban you are referring to? Also, the cards are not the problem with switched video, it is the one way hosts. As I understand it, the S3 is only a one-way device.

[Stormspace]

What is the integration ban you are referring to? Also, the cards are not the problem with switched video, it is the one way hosts. As I understand it, the S3 is only a one-way device.

The integration ban is set to go into effect next year and it's the point where cable companies will have to use cable cards in their own equipment. If the cards they are using do not support two way communication they'll have to change the way they broadcast. Otherwise if the new 2.0 cable card is available by that time the hope is that with a software upgrade the TiVo S3 would be able to use it. Opinions differ about this future capability.

[rlay]

They wouldn't use Switched Video on a network. That doesn't make sens SVD is used on channels that are less frequently watched, not on main channels.


The call center folks claim that they are moving high bandwidth channels (HD Channels) to the switched network in certain geographies....specifically HDNET, DiscoveryHD, etc. The channels in the HD Plus package.

The installers don't even know what it means, and they have even gone so far as to say they all that needs to happen for a proper setup on their system is the CableCards serial numbers need to be switched on. I forced the Host_ID, etc. on one of the call center agents and they said all of that stuff doesn't make a difference on this system.....this Call Center is in Denver (former Adelphia).

I am sort of glad I still have the Motorola box upstairs and another HDTV upstairs...it insures that I get all the programming, although it is costing me another $20/month. I wouldn't hesitate getting another S3 if I could network them together like the S2s, and this problem were solved with the missing channels.

[dt_dc]

Two things are likely to happen here. Either the switched video will be reconfigured when the integration ban goes into effect, or TW will issue cards capable of doing switched video. If the latter happens I hope TiVo will be able to do some sort of software update to enable the new cards. It would really suck if the integration ban broke all S3 TiVos in service.If the cards they are using do not support two way communication they'll have to change the way they broadcast. Otherwise if the new 2.0 cable card is available by that time the hope is that with a software upgrade the TiVo S3 would be able to use it. Opinions differ about this future capability.For the love of ...

1) Current CableCards are perfectly capable to be used to access SDV (and other two way functionality). SDV (and other two way functionality) is NOT a function of the cards ... it's a function of the host the cards are put in (ie, the TV, Tivo, cable STB, whatever).

2) The only thing the 'new' cards add are multistream functionality. When a multistream card is placed in a host designed for a single stream card ... the card behaves in a single stream / perfectly compatible mode. Ie, existing CableCard devices don't need any software updates or changes to use the 'new' cards.

3) That being said ... one way hosts are one way hosts. They won't be able to use any two way functionality (like SDV) with a one way host.

4) TW (and other cable operators) aren't going to be 'issuing new cards that break all S3s' or 'reconfiguring switched video' when the integration ban takes effect. They'll be buying boxes that are designed to take CableCards (single stream or multistream). Either way, the same CableCards will work just fine with the S3 ... and will allow access to SDV when used in the cable company's boxes just fine.

5) Since Tivo worked with CableLabs setting up the test procedures / verification process for multistream hosts ... I would tend to assume the S3 is going to get multistream verified at the first M-UDCP test wave. In which case, you'll be able to use a (single) multistream card in a Tivo instead of having to use (two) single stream cards.

http://www.opencable.com/primer/cablecard_primer.html

[Stormspace]

For the love of ...

1) Current CableCards are perfectly capable to be used to access SDV (and other two way functionality). SDV (and other two way functionality) is NOT a function of the cards ... it's a function of the host the cards are put in (ie, the TV, Tivo, cable STB, whatever).

2) The only thing the 'new' cards add are multistream functionality. When a multistream card is placed in a host designed for a single stream card ... the card behaves in a single stream / perfectly compatible mode. Ie, existing CableCard devices don't need any software updates or changes to use the 'new' cards.

3) That being said ... one way hosts are one way hosts. They won't be able to use any two way functionality (like SDV) with a one way host.

4) TW (and other cable operators) aren't going to be 'issuing new cards that break all S3s' or 'reconfiguring switched video' when the integration ban takes effect. They'll be buying boxes that are designed to take CableCards (single stream or multistream). Either way, the same CableCards will work just fine with the S3 ... and will allow access to SDV when used in the cable company's boxes just fine.

5) Since Tivo worked with CableLabs setting up the test procedures / verification process for multistream hosts ... I would tend to assume the S3 is going to get multistream verified at the first M-UDCP test wave. In which case, you'll be able to use a (single) multistream card in a Tivo instead of having to use (two) single stream cards.

http://www.opencable.com/primer/cablecard_primer.html

Thanks for the clarification. :) However it would seem like SDV is going to hose those TiVo's in areas that use it. And while "most" cable companies might use it for little accessed digital channels, the possibility exists that other companies would use it differently. So a box that's supposed to eliminate the cable STB can't do PPV/VOD, or SDV channels?

[dt_dc]

However it would seem like SDV is going to hose those TiVo's in areas that use it. And while "most" cable companies might use it for little accessed digital channels, the possibility exists that other companies would use it differently."Hose" is rather subjective.

S3s won't be able to access SDV channels. How much that "hoses" the S3 ... as you noted ... well, that depends on how (and if) cable companies use SDV, what channels, how many channels, etc. etc. etc.

[mercurial]

"Hose" is rather subjective.

S3s won't be able to access SDV channels. How much that "hoses" the S3 ... as you noted ... well, that depends on how (and if) cable companies use SDV, what channels, how many channels, etc. etc. etc.

Well, since the only way I can watch the HD channels (live or recorded) is through my S3s, if they put the HD channels on SDV, it would certainly make my S3s much less useful to me.

[Stormspace]

"Hose" is rather subjective.

S3s won't be able to access SDV channels. How much that "hoses" the S3 ... as you noted ... well, that depends on how (and if) cable companies use SDV, what channels, how many channels, etc. etc. etc.

It's one thing to not be able to access an optional PPV or VOD service. It's quite another to not be able to access channels you are paying for when you know that the cable co doesn't give a rats *** if you get everything you paid for or not.

[routerman]

The integration ban is set to go into effect next year and it's the point where cable companies will have to use cable cards in their own equipment. If the cards they are using do not support two way communication they'll have to change the way they broadcast. Otherwise if the new 2.0 cable card is available by that time the hope is that with a software upgrade the TiVo S3 would be able to use it. Opinions differ about this future capability.

The correct term is "separable security". I had never heard it called the "integration ban"

[dt_dc]

The correct term is "separable security". I had never heard it called the "integration ban"Two different things ...

The integration ban requires cable companies to use seperable security (such as CableCards) in their own leased devices.

NCTA calls it the "integration can":
http://www.ncta.com/IssueBrief.aspx?contentId=3553

FCC Commissioners call it the "integration ban":
http://www.fcc.gov/Daily_Releases/Daily_Business/2006/db1206/DOC-268839A1.pdf

The press calls it the "integration ban":
http://www.tvtechnology.com/dailynews/one.php?id=4363

Pretty commonly used term ...

[routerman]

Two different things ...

The integration ban requires cable companies to use seperable security (such as CableCards) in their own leased devices.

NCTA calls it the "integration can":
http://www.ncta.com/IssueBrief.aspx?contentId=3553

FCC Commissioners call it the "integration ban":
http://www.fcc.gov/Daily_Releases/Daily_Business/2006/db1206/DOC-268839A1.pdf

The press calls it the "integration ban":
http://www.tvtechnology.com/dailynews/one.php?id=4363

Pretty commonly used term ...

I stand corrected...

[jsshattuck]

Time Warner Charlotte, NC

Got my S3 about a week ago, and TW came to install the cablecards today. While I didn't get any warm fuzzy feelings about the person that came to my house or the people he had on the phone (2 at a time), I must say all went fairly well.

The technician arrived, looked at the TiVo and said "Where's the TV?" I gave him the instruction sheet that accompanied my S3, and he appeared to at least understand what needed to be done. We had a slight problem installing the second cablecard, tried 3 more when I suggested that we reinstall the first card under the impression that the people on the phone had left that card active. That worked, and I have both tuners working and have access to every channel I had with the Scientific Atlanta 8300HD without all the programming bugs. So far so good. I plan to keep the SA8300 for about a week, and will have a BIG party when that piece of trash gets returned. <VBG>

[AustinJB]

I'm just going to post the message I sent to TWC on this issue, as it pretty well lays out the whole experience. Short version: 1 subcontractor visit of 3.5 hours, ~9 hours on the phone w/ tech support, hours spent insisting that it wasn't a signal strength or defective CableCard or other hardware issue... and finally, resignation, followed by serendipity.

CableGuyXXX is a hero.

---

Gentlemen,

After the extremely frustrating experience described in the initial e-mail to you (below) I have a positive experience to report. I received a call from a tech yesterday (12/16) --- and my problem is resolved. I'd spent nearly 9 hours total on the phone with your tech support personnel on Thursday attempting to convince them that the problem was a head-end / provisioning problem, that neither of my CableCards was correctly provisioned to receive my digital, HD, and premium programming. I was repeatedly told that this was everything from a defective TiVo to defective CableCards to signal problems on the line. Based on extensive online research, I was absolutely certain that none of those was the case; in frustration, however, at 1:30 in the morning on Friday, I relented and scheduled a service call to have a tech come out and check signal strength on my lines.

I was correct; it was purely a provisioning problem. On Saturday afternoon I received a call from the (apparently only) person at TW-Austin who understands how to correctly provision a pair of CableCards to receive digital, HD, and premium programming. He had become aware of my issue, checked my account, determined that it was incorrectly set up, and fixed it. And indeed, everything works just fine now. I canceled my service tech appointment over your AVR system tonight.

(I told you it wasn't a hardware problem!)

This man that helped me out is a hero. You guys need to (a) give him a giant bonus and a promotion, and (b) figure out what it is that he knows so that you can appropriately train all the other guys there that, while well-intentioned, clearly have no idea what is going on. You're clearly wasting huge amounts of time and money on unnecessary truck rolls, wasting your customer's time, and creating SERIOUS consternation and ill-will among your customers by not being able to handle this sort of thing.

Unfortunately, I'm not sure who the tech that fixed this was; I believe he mentioned that he hangs out in the TiVo Community Forums under the handle CableGuyXXX or something similar. But he's a hero; he single-handedly saved your company from losing me as a customer and also saved you tons of bad word-of-mouth that I was planning to post online everywhere I could. And I can hardly imagine I'm alone in my experience; every single TiVo customer that I've become aware of in Austin has had a similar experience, and many if not all of them have been resolved (often after multiple card replacements, truck rolls, even unnecessary TiVo box exchanges) by this individual.

Kudos to the unknown heroic tech. Now, you guys get it together and learn something from him.

Merry Christmas!

[Austin_Martin]

AustinJB,

I hope you asked CableGuy if reporting this to Time Warner was okay. I know for my company, if I post anything on any message board on any forum relating to my work, I can be fired. That's why I didn't write a similar message to Time Warner Austin.

[AustinJB]

Austin_Martin,

Good point. In this case, CableGuy did in fact suggest that I drop a note to the forum; I hope this is what he had in mind. ;-) Really, any customer service group with any sense values guys like him highly... though it's not at all clear Time Warner's one of them. Let's hope so.

[pmiranda]

Has anyone tried tuning a switched channel on a TW box in the house to see if that allows an S3 to receive it?
I just got a letter yesterday that the Sports Pak and the News 8 Now channels would become "two way" channels on TW-Austin Jan 16th. I only care about one of the channels, so if I could leave a cheap TW box tuned to it 24/7 that would be fine :-)

[Austin_Martin]

Pmiranda,

I got the same letter yesterday in the mail from TW austin. One channel that supposedly is sdv is U HD(is it universal HD?). Anyways, I've taped movies and shows off this channel, so I'm assuming it's watched enough by others in my local area that the channel is never "unswitched" to my place.

[tinahsu]

This is exactly what my cable cards needed, too. Unfortunately, I had to call TW support 5 times to actually get them to do it. The first couple of times when I said "initalize" they heard "hit", and that wan't working. The last lady at customer support I talked to said that they were told not to initialize the cards, because that might blow them up. I told them I'd chance it. And it worked! I'm very happy with my new Tivo 3, now and all my digital and HD channels.

By the way, this was in the Los Angeles/South Bay area (formerly Adelphia).

Jonah - Here's how to fix it. I had the exact same issue today. One of my CC's malfunctioned a few days ago and had a service call to replace it. He redid the setup and both of the cards wound up with the MISSING_PROGRAM_REKEY issue. After some searching around, here's how to fix it.

1) Get Serial Number's for both CC's. They are located on the cards themselves.
2) Call Time Warner support.
3) Explain what you are trying to do and that you know the answer for it. That way, they seem more willing to do what you will ask them for.
4) For the CC in Tivo slot #1 (the bottom), give them the SN an tell them to send the "initialize" signal. When they do this, there will be a cablecard error (161-4) that comes up. This is a good thing. Next, they should send a "hit" signal.
5) Once they have said they've done that, go to test channels. At first, nothing came up for me. I hit clear, went back into test channels and started changing channels. All my missing channels could now be viewed.
6) Repeat same thing for CC that is in slot #2 (the top).
7) Double check that on the Conditional Access screen (for both CC's) it says "SUBSCRIBED" under the Auth line item.

Problem solved; at least for me.

[jcunning1998]

So the real question is, if they "hit" the card and the EMM count does not increase, then what is the problem?

This is what I was experiencing yesterday. One card would increase the EMM count after a hit and the other was just stuck at 2. They were saying the tivo slot was the problem.

My 3rd attempt at this.
I received a new Tivo. The cable installer came out again. This one had previous tivo experience. He brought another cablecard with him to install into the first slot.
TW paired it up and low and behold, THE EXACT SAME PROBLEM!
Card is CP Auth Recieved (which means the pairing is AOK), EMM count stays stuck at 2 and I am missing a boat load of channels. The second card came right up and sees all channels with no problem. EMM count is around 47 for the second card.

I called TW customer service and made sure both cards have the same program data and requested a couple of refreshes to the first cablecard. As usual the EMM count stays stuck at 2. So either I have two bad tivo's (unlikely), or 6 bad cablecard installs (also unlikely).

I scheduled another appointment next week to swap out the first card again and maybe Santa will feel bad for me.

the one thing I have noticed is that the installers (which are contractors) are all bringing used cards. They are shipped to them from TW and they have no idea if they work or not. I wonder if I can buy a brand new one from TW and have the installer use that one.

Do all Time Warner people have the Scientific Atlanta Cards?

[DougJohnson]

I got my series3 about two weeks ago. The Time Warner cable guy came out. After about an hour of messing around, he got the two cable cards working.

I soon discovered that some channels were mapped strangely. For example, TiVo and Time Warner think Channel 88 should be WGN. It is actually TBS. I called customer service and they send some resets, had me unplug the cards, power down the TiVo, reinsert the Cable Cards, and power up the TiVo. Didn't help, so they scheduled a service call.

A different cable guy comes out, looks at the problem and says he can't fix it. Channel 88 is WGN only on the B side of the cable. So until they go to a single cable system in about a year, I'm going to missing some favorite channels.

I sure wish I been told when I signed up.

-- Doug

[nathanziarek]

I don't see it in this thread - is there a location you can get the SDV channels / future SDV channels for a region? I'll be getting TW in Milwaukee when my S3 arrives, and the wife loves home decoration shows. There will be some serious crying (by me, as I return the S3) if they don't come in.

[TiVolunteer]

My 3rd attempt at this.
I received a new Tivo. The cable installer came out again. This one had previous tivo experience. He brought another cablecard with him to install into the first slot.
TW paired it up and low and behold, THE EXACT SAME PROBLEM!
Card is CP Auth Recieved (which means the pairing is AOK), EMM count stays stuck at 2 and I am missing a boat load of channels. The second card came right up and sees all channels with no problem. EMM count is around 47 for the second card.

I called TW customer service and made sure both cards have the same program data and requested a couple of refreshes to the first cablecard. As usual the EMM count stays stuck at 2. So either I have two bad tivo's (unlikely), or 6 bad cablecard installs (also unlikely).


I had exactly the same problem on my install with Time Warner Raleigh. We had gone through 3 cards with all of them getting stuck. They brought on the cable card "specialist" who had seen it before and had the tech bypass my in-house wiring and run a temporary line straight from the neighborhood box outside (corner of my property) all the way into the Series 3. The EMM count soared on that one then and it completed its setup succesfully (all of them had to update firmware). We used the same config (temporary line) to set up the other boxes then we debugged the original lines. Turned out the line from the house demarc to smart panel was bad. Replacing that also fixed my "missing channels" problem.

[jacksonian]

I don't see it in this thread - is there a location you can get the SDV channels / future SDV channels for a region? I'll be getting TW in Milwaukee when my S3 arrives, and the wife loves home decoration shows. There will be some serious crying (by me, as I return the S3) if they don't come in.
I don't thnk so. I had to email the president of our local TWC to try to find out what their plans were for SDV. All he would tell me was that they didn't have a definitive plan/roadmap for which stations to put on SDV, but that at this time they weren't planning to put any HD channels on there.

I don't think anyone has mentioned their franchise posting which channels were on SDV. Mine only says:
"*Effective April 1, 2006, additional time zone channels available with some of our Premium Services will move to a two-way, switched digital technology and will not be available via CableCARD™. "

[cramer]

They wouldn't use Switched Video on a network...You underestimate the stupidity (and greed) of TimeWarner. They would indeed move the entire cable system to SDV if they thought they could actually get away with it -- the FCC would be unable to a turn blind eye to it. Switching the network to SDV is a very strong middle finger to the integration ban. It would render every existing Cable Labs certified cableCARD(tm) device useless. They're all uni-directional. As far as I can find, no certification process exists for bidirectional products. (which is why only MSO provided integrated devices have such functions.)

Either the switched video will be reconfigured when the integration ban goes into effect, or TW will issue cards capable of doing switched video...SDV is coming; and there's no stopping it. There is nothing in any of the specs prohibiting it. The only thing "scaring" MSOs away from full deployment is the FCC and possible application of anti-trust laws.

As others have pointed out (repeatedly)... it's not the cableCARD(tm) at fault. Nobody is making bidirectional products. And sadly, it appears Tivo, Inc. was not very forward looking in designing the S3 with dormant RF transmitters. (It has 2 ATI Theater 314 (http://ati.amd.com/products/theater314/index.html)'s in it. Those are receivers.)

The integration ban is set to go into effect next year and it's the point where cable companies will have to use cable cards in their own equipment...Ah, nope. The reason the ban was pushed back to July 1, '07 (from '06) was due to the cable companies pushing DCAS, or "cable card as software", for the express purpose of not having to use cableCARD(tm)s. The cable companies hate cable cards. They're extremely expensive (vs. a STB) and they get less for renting them out. Plus there's a lot of work involved in provisioning and supporting them. With a STB, they know everything about the thing, and it can be configured completely before shipping it to you.

[jsshattuck]

On Tuesday, 12/19/06, TW installed two Cablecards in my new shinny S3. We had many problems with slot 2, but after trying 6 different cards in the slot, finally got the second card to work.

The problem was with the EMM count. It NEVER got above 6, and I check it several times a day (settings/CableCARD Decoder/Configure CableCARD 2/CableCARD Menu/SA CableCARD CP Screen). All fields appear normal except for EMM which is usually zero, but sometimes varies all the way up to 6. It is sitting on 4 at the moment. In fact, CableCARD 1 now shows EMM = Zero.

OK, the EMM number is supposed to be 37, but in spite of the wildly changing EMM values, the TiVo is performing flawlessly. I'm really confused as to why it's working with these incorrect EMM values.

Any comments?

[hookbill]

Just one. How long did they wait while they were trying to install card 2? Did they keep pusing the remote each time they put the card in? They are suppose to wait until the diagnostic screen comes up on it's own and the second card takes a few minutes to be installed.

And I guess that was two questions. :)

[Jerry Keller]

Now I'm getting worried. I've got the S3 with two cable cards. They went in fairly painlessly and everything works fine as far as I can tell. I get all the channels I'm supposed to get on each card. However, the only place if find something called EMM, it's equal to 1 for both cards.

??

[mercurial]

Now I'm getting worried. I've got the S3 with two cable cards. They went in fairly painlessly and everything works fine as far as I can tell. I get all the channels I'm supposed to get on each card. However, the only place if find something called EMM, it's equal to 1 for both cards.

??

I have one working fine with 0... and the other card has a rather high number... <shrug> As long as it works.

[Wykad]

Has anyone tried tuning a switched channel on a TW box in the house to see if that allows an S3 to receive it?
I just got a letter yesterday that the Sports Pak and the News 8 Now channels would become "two way" channels on TW-Austin Jan 16th. I only care about one of the channels, so if I could leave a cheap TW box tuned to it 24/7 that would be fine :-)

Unfortunately it doesn't work that way. From what I understand the "switched" channel is only available to the cablebox. :(

[George Cifranci]

I just scheduled my Cable Card install with Time Warner Columbus. They are coming out Fri, Dec 29th. I hope it goes well.

[BruceShultes]

On Tuesday, 12/19/06, TW installed two Cablecards in my new shinny S3. We had many problems with slot 2, but after trying 6 different cards in the slot, finally got the second card to work.

The problem was with the EMM count. It NEVER got above 6, and I check it several times a day (settings/CableCARD Decoder/Configure CableCARD 2/CableCARD Menu/SA CableCARD CP Screen). All fields appear normal except for EMM which is usually zero, but sometimes varies all the way up to 6. It is sitting on 4 at the moment. In fact, CableCARD 1 now shows EMM = Zero.

OK, the EMM number is supposed to be 37, but in spite of the wildly changing EMM values, the TiVo is performing flawlessly. I'm really confused as to why it's working with these incorrect EMM values.

Any comments?

Check that the status for your cards is authorized and that you can receive all channels on both cards.

I don't know whether the EMM count would act the same way with your cable provider, but in my case it only increases when I am watching digital channels.

[jcunning1998]

Check that the status for your cards is authorized and that you can receive all channels on both cards.

I don't know whether the EMM count would act the same way with your cable provider, but in my case it only increases when I am watching digital channels.

The EMM is the program data for the card and everytime the Cable company "hits" the card, it sends out another EMM packet. This is why the count increases.
So if the card has been programmed and is working properly, then you shouldn't really get any more EMM's. (Correct me if I'm wrong, but I believe this is how it works)

For the one card that is working good in mine, if I reboot the Tivo box, the EMM will be at 0 but all the channels will work fine. This is because the card still has the correct program data and doesn't need to be "hit" anymore.

The problem is when they "hit" the card and the EMM doesn't increase.
This is what is happening to me.

[dt_dc]

Ah, nope. The reason the ban was pushed back to July 1, '07 (from '06) was due to the cable companies pushing DCAS, or "cable card as software", for the express purpose of not having to use cableCARD(tm)s.While that is true ... DCAS will not be (anywhere near) ready for deployment by 7/07.

[ygiagam]

I just scheduled my Cable Card install with Time Warner Columbus. They are coming out Fri, Jan 5th. Wish me luck!

[jltx]

I'm just going to post the message I sent to TWC on this issue, as it pretty well lays out the whole experience. Short version: 1 subcontractor visit of 3.5 hours, ~9 hours on the phone w/ tech support, hours spent insisting that it wasn't a signal strength or defective CableCard or other hardware issue... and finally, resignation, followed by serendipity.

CableGuyXXX is a hero.

---

Gentlemen,

After the extremely frustrating experience described in the initial e-mail to you (below) I have a positive experience to report. I received a call from a tech yesterday (12/16) --- and my problem is resolved. I'd spent nearly 9 hours total on the phone with your tech support personnel on Thursday attempting to convince them that the problem was a head-end / provisioning problem, that neither of my CableCards was correctly provisioned to receive my digital, HD, and premium programming. I was repeatedly told that this was everything from a defective TiVo to defective CableCards to signal problems on the line. Based on extensive online research, I was absolutely certain that none of those was the case; in frustration, however, at 1:30 in the morning on Friday, I relented and scheduled a service call to have a tech come out and check signal strength on my lines.

I was correct; it was purely a provisioning problem. On Saturday afternoon I received a call from the (apparently only) person at TW-Austin who understands how to correctly provision a pair of CableCards to receive digital, HD, and premium programming. He had become aware of my issue, checked my account, determined that it was incorrectly set up, and fixed it. And indeed, everything works just fine now. I canceled my service tech appointment over your AVR system tonight.

(I told you it wasn't a hardware problem!)

This man that helped me out is a hero. You guys need to (a) give him a giant bonus and a promotion, and (b) figure out what it is that he knows so that you can appropriately train all the other guys there that, while well-intentioned, clearly have no idea what is going on. You're clearly wasting huge amounts of time and money on unnecessary truck rolls, wasting your customer's time, and creating SERIOUS consternation and ill-will among your customers by not being able to handle this sort of thing.

Unfortunately, I'm not sure who the tech that fixed this was; I believe he mentioned that he hangs out in the TiVo Community Forums under the handle CableGuyXXX or something similar. But he's a hero; he single-handedly saved your company from losing me as a customer and also saved you tons of bad word-of-mouth that I was planning to post online everywhere I could. And I can hardly imagine I'm alone in my experience; every single TiVo customer that I've become aware of in Austin has had a similar experience, and many if not all of them have been resolved (often after multiple card replacements, truck rolls, even unnecessary TiVo box exchanges) by this individual.

Kudos to the unknown heroic tech. Now, you guys get it together and learn something from him.

Merry Christmas!

CableGuy is the one who resolved my install. He noticed a second scheduled service call on my account and fixed things without my knowledge, but sent me a pm here. So he is more of a guardian angel. :)

Anyway, I now have the problem that my CCs got rebooted (according to the CP status screen it happened yesterday) for no apparent reason. They did not come back up cleanly. TW has a number you can call to automatically reset you cableboxes, so I did that and CC1 came back but not CC2. The odd thing is that CC1 has EMM of 0, ECM is large and it works. CC2 also has EMM 0 but also ECM 0 and does not work.

Is Tivo smart enough to know which tuner to use to record a show that only one can get? Don't most people have trouble with CC2? I'm starting to think this is a Tivo problem. :confused:

[Austin_Martin]

jltx,

you should try and send cableguy a message. I had a problem where all of a sudden I stopped receiving the hd package channels, which he resolved after I sent him a message. He said that there was something wrong in the setup of my account and he fixed it. :up:

-AM

[davinwv]

jltx,

you should try and send cableguy a message. I had a problem where all of a sudden I stopped receiving the hd package channels, which he resolved after I sent him a message. He said that there was something wrong in the setup of my account and he fixed it. :up:

-AM

What is his exact member name? There are several "cable guy" derivatives in the member list. I may need to contact him as I will be having a cablecard install in Clarksburg, WV, and our techs are clueless. Hopefully if something goes wrong, he can access my account and fix it.

[Daisey31]

Well, we had the cable guy out and proceeded with installation. It was touch and go for awhile. It took 3.5 hours. Ya wanna know why? He plugged the old cable box into the back of the tivo instead of the cable cord. Lord grant me patience. The good news is that other than that 'small' glitch, it was pretty painless.
I am in SoCal, if that helps anyone.

[BruceShultes]

TW, Albany is really screwing things up on their end.

They added some additional Channels to their HD package this month. I was able to receive all of them with both tuners last week. Then the next day I couldn't receive any of them.

When I woke up around 2:00 AM last night, I decided to try to call them and report the missing channels.

As I was dialing the support number, they started to come in again, but were still not stable. Hopefully they will get the stabilized within a few days.

[Fazendeiro]

In Houston cable cards are Tivo owner installed so last Tuesday (Dec 19th) I "rented", @ one of their storefront offices, 4 cablecards from TimeWarner in anticipation of setting up the 2 new S3s we purchased for our 3 mth new house and an even newer HD TV. We had previously (and still are) using the junky DVRs supplied by TimeWarner. Having been early TiVo subscribers we were eager to get back to TiVo. That evening while I was out spouse discovered neither of the TW DVRs were working. Tech support could not figure out why over the phone so a service call was made the next day. Cable guy consulted w/ "office" re coding and signal strength and finally installed 2 new DVRs. That evening we were able to watchTV but had , of course, lost all previusly recorded programs. On Thursday we visited family in Austin and heard their tales of woe re cable card installation and the news that most of their programming will be switched to 2 way communication so that they must once again use a set box converter. Today (Dec 23rd) we returned and found that again neither DVR is working! Over an hour on the phone provided no olution although the Level 2 tech said all coding was OK. A tech is scheduled to visit on Dec 26th. I cannot find it coincidental that this has occured since the acquisition of the cable cards. How glad I am that I have not had time to install my new S3s so that they can not be held accountable for the screwup. Has anyone else run into this. I really think Time Warner is setting themselves up for a class action suit and is definitely due some antitrust litigation.

[dpratt]

I don't thnk so. I had to email the president of our local TWC to try to find out what their plans were for SDV. All he would tell me was that they didn't have a definitive plan/roadmap for which stations to put on SDV, but that at this time they weren't planning to put any HD channels on there.

I don't think anyone has mentioned their franchise posting which channels were on SDV. Mine only says:
"*Effective April 1, 2006, additional time zone channels available with some of our Premium Services will move to a two-way, switched digital technology and will not be available via CableCARD™. "

I got the letter from Time Warner Austin the other day detailing their plans to move a few channels to SDV as a 'test' - i.e. move some channels only watched by a few people and see if the peasants revolt. Well, since one of those channels is Speed Channel, and I'm a Formula 1 nut, this will not stand. On top of that, they just added a couple new HD channels (MTV and A&E) using SDV, despite the fact that I'd been told by several CSAs that they wouldn't be doing this.

That was the last straw - I just got off the phone with Grande, and they're coming out Thursday to install their cablecards in my Series 3, and put a (hopefully non-crappy) HD DVR in the bedroom. We'll see how it goes - I'll be a guinea pig for all the other Austin folks. If this works, I can imagine a bunch of Austin HD people leaving TWC - perhaps then they'll begin to take notice and realize that abusing your customers is not a good way to do business.

[astrohip]

In Houston cable cards are Tivo owner installed so last Tuesday...<snip> That evening while I was out spouse discovered neither of the TW DVRs were working.

I am also in Houston. And was also pleasantly surprised when I found out I could simply drop in to the local TW store and pickup my cable cards. When I got home afterwards, just like you, my TW DVR (AKA TWiVo) was dead (this was a couple months ago). I needed to call the special phone # they give you to activate the CCs, and when I did, I also mentioned the dead DVR.

I've noticed the CSRs who answer the special CC phone # are *much* more knowledgeable than the usual reps.

IAC, after a little fiddling around in their system, this CSR said, "Oh, the person who gave you the CCs turned off your DVR." WHAT?!? I asked why, since I didn't turn it in (I kept the SA8300HD, and intend to for some time). Of course, this person couldn't answer that, but proceeded to re-activate it. Within a minute or so, it was back. So perhaps your CSR did the same to you?

To finish this tale... I had no problems setting up the CCs, but did have trouble getting HD on both tuners. Turned out one CC was defective. Took me a couple days to figure that out, as you could always use the other tuner to get around it, so it wasn't easy to diagnose. Went back to the TW storefront, swapped it out (no questions asked), and my S3 has worked perfect since. I do get a multiple reboot when it reboots, but after 2-3 reboots, it stabilizes. So no biggie.

I have never been asked by TW at any point anything about the CCs. They gave me two, and never asked why, or what they were going in. Swapped one out, no questions. So at least they have that aspect of customer service down pat! :up:

[satank]

FYI: Was missing some HDTV channels (i.e. HBOHD, TNTHD, etc...) on 1 of the CableCards. Called and asked for Tech Support to remarry the HostID to the CableCard ID's, and all is working fine now.

[alyssa]

I'll be looking over the pages of this thread ove the next day or two but the main question I have is;

What information can I have on hand for the cable card installer? I do not think he'll have seen a tivo install befor so want to have as much information as possable at hand to make the process go smooth. The tivo will be set up & ready to go, obviously.

Jvc 52 HD DLP, S3 tivo
thanks!

[kkhan]

Had to go through 3 people at tech support on 12/20 (and a supervisor) who all claimed there was no CC support for anything but a TV and they couldn't install one in a Tivo. After insisting on escalating through their supervisors, I finally got someone who said they did support CCs on Tivo and scheduled an appointment for a week away to install them -- 12/27. Time came, but no Time Warner (after a morning at home). Called and they had no record of a work order. The soonest they could schedule an appointment was another week. We'll see. The paranoid part me says this was passive aggressive bs.

I should have confirmed the appointment. You should to, they don't like these CCs. Get the work order number and the name of the rep, and keep confirming.

:mad:

[aclark]

I got a new Tivo S3 for Christmas so I called TWC and got a next day install. I explained it was for a Tivo S3 and needed two cable cards. The installer came precisely on time, very nice guy, but said the cable cards were being discontinued, never worked anyway, etc. He came in and looked at the setup, called his supervisor who told him TWC didn't touch Tivos!! He left and I was doing an online search for other cable providers when he called me back and said another supervisor told him to install the cards anyway!

Long story short, I guided him through the installation, pulling up the Tivo screens as he got my cards set up with TWC and it worked instantly.

This is absolutely crazy and I fault both Tivo and TWC for not communicating better about this issue, but mostly Tivo for not building in an alternate path: satellite, cable box controller, etc. If cable cards are disappearing is there built in obsolesence in these Tivo S3's?

Oh well, it's working so I'll enjoy it while it lasts.

[CrispyCritter]

I got a new Tivo S3 for Christmas so I called TWC and got a next day install. I explained it was for a Tivo S3 and needed two cable cards. The installer came precisely on time, very nice guy, but said the cable cards were being discontinued, never worked anyway, etc. He came in and looked at the setup, called his supervisor who told him TWC didn't touch Tivos!! He left and I was doing an online search for other cable providers when he called me back and said another supervisor told him to install the cards anyway!

Long story short, I guided him through the installation, pulling up the Tivo screens as he got my cards set up with TWC and it worked instantly.

This is absolutely crazy and I fault both Tivo and TWC for not communicating better about this issue, but mostly Tivo for not building in an alternate path: satellite, cable box controller, etc. If cable cards are disappearing is there built in obsolesence in these Tivo S3's?

Oh well, it's working so I'll enjoy it while it lasts.After all you went through, why do you possibly believe the cable company when they say the cable cards are being discontinued???? (They are legally required to offer them; they just don't want to.)

[matthewwhite]

I got a series 3 for Christmas and scheduled my cable card install for today.

a sub contractor came to the house around 1pm and asked what work I needed to have completed today.

I told him it was a cablecard install and he informed me that TW doesn't let them do installs and that he'd have to call dispatch to send someone from TW out.

I got a call an hour later that they we're sorry for the mixup and that they would try again tomorrow with the cable card install and that I just needed to be home again between 12pm to 5pm. I told them that they were asking me to waste another day waiting and asked for the install fee to be waived which she agreed to.

I explained again that I needed 2 cable cards and she said she understood. I asked if there was anyway she could narrow down the time since they made a mistake today. (like make mine the 1st run so I could do it during lunch or make mine the last run so I could just come home early.) She said there was no way for them to do that.

we'll see how it goes thursday.

[dshick]

Here's reason for optimism.

Got a new Series 3 for Christmas. Called TW on Christmas Day. Talked to a woman who scheduled an appointment for 12/27.

Tech showed up on time today. Unfortunately, the office only gave him 1 card to install. Had to run back to office. Back an hour later...installed both cards.

I asked him to stick around while I restarted to make sure all channels would show up.

Yup....everything worked.

Hope you have the same kind of good luck I had today.

[bravo2080]

I now have the S3 and overall, I love it. However, I can't say the same for the support from TW (Brighthouse). The problem I am having is that I am losing digital and HD channels. I explained to the tech that the second card is not showing any activity and he told me that if I am getting the channels not to worry about it. He rebooted the TIVO and some of the channels that I didn't have were magically back. Now they have magically disappeared.
He said that it must be a problem with TIVO and that TIVO needs a software update. He also said that the S3 is totally new for TW and he was unfamiliar with it.
Does anyone have any suggestions other than calling the tech out to the house for the 3rd time?
Thanks

[legendarybc]

I had an enlightening experience with TW NE Ohio - Canton. They brought 2 cards for the initial install. First one was bad-- no host found and the TiVo reported the card was "not in normal mode." The 2nd one they tried was successfully paired to the TiVo, but was not receiving any "EMM's" from the office. The tech asked the "warehouse" if it was possible to take my existing CC (that I was turning in and worked perfectly in my Sony 34" HD tube) and re-pair it to the TiVo. They said it was possible and we tried it and it worked. They scheduled to come back the next day to finish, and I was able to tune all of my HD off of one tuner. The next day they brought more cards. When he plugged a new card in on slot 1, the working card on slot 2 reported it was going through a firmware upgrade. After a few minutes of that, both cards came up and he was able to pair the new card. The tech said he likes doing the TiVo S3's and hasn't run into a bad unit yet. My only complaint is that both cards don't allow sound on channel 103 (Speed Channel). He said it was a known CC problem, and not a TiVo problem. But when the card was in my Sony, I had sound on everything. Oh well!

[stile]

Los Angeles (Los Feliz) California

Just called to make an appointment for 2 cable cards.
$30 install fee
$1.75/m for the first card.
$4.15/m for the second card.

Has anyone got the install fee waived?
Has anyone got the same price for both cards?

Sorry I haven't read each post in this long thread.

thanks,
stile

[kd_cooke]

Anyone here have an experience to share regarding TWC CNY (Syracuse, NY Region)? Good or Bad? My S3 is on the way and I have a tech scheduled for next Friday to install two Cable Cards....

[alyssa]

My install is schedualed for Sat. I got my S3 yesterday.

I set up the S3 with guided set up for non-hd to insure the system worked-
Also the S3 came with clear instructions & a list to give to the cable installer. It seems as tho the only thing the cable guy needs to do is the cable card install-- I'm doughtfull but in hope that sunday night I'll be watchin HD.

[robreams]

**DISCLAIMER: I am not a TW employee, & I spent several years on DirecTV because I couldn't stand cable companies**

I picked up my S3 about two weeks ago, & went by the local TW storefront to pick up a couple of cablecards. The CSR's were pleasant, & I was given 2 cablecards with no questions asked. I took them home, went through the setup process, & called the CC support # I had been given. After the (clueless) tier 1 rep transferred me to a tier 3 rep, we quickly went through the process of activating the two CC's. I was VERY pleasantly surprised at the tier 3 rep's professionalism & knowledge of the S3. It turned out I had one faulty CC, but that only required another trip to the storefront & a quick swap. One more phone call, & I was up & running.

This whole process blew me away. After reading many of the posts here, I was expecting resistance from the cable company, & a technology nightmare to get everything working properly. My experience was the exact opposite. I really can't say enough good things about the entire process with TW. I even received TWO follow-up calls from TW to ensure that everything was working smoothly!

It seems like customer service is a forgotten art these days. With so many complaints, I welcome the chance to give credit where credit is due. And believe me, I was very vocal in my appreciation to TW.

So any TW customers in Houston-- jump in! The water's fine!

[jcunning1998]

3rd time is the charm for me.

Instead of a contractor, I got a fully qualified TW technician. Even he had never done a cablecard install before. Lucky for me I have plenty of experience and guided him through the process.

Since he was an official tech, he first checked all of my lines into the house to make sure the signal was good. He discovered that there were about 32.7 transmission errors on the line, which I guess is almost above the trouble mark. It is somewhere around 33-34. He called the tech supervisor about this and they said it was within tolerance and to just work with it.

We then went to the Tivo and pulled out the working 2nd card, to stay with the Tivo directions. We inserted another CC into the 1st slot and paird it up, and BINGO!, the EMM count finally went to about 33 and all channels came in.
I inserted the 2nd card and after about 3 minutes that one was back up and running great also.

So after 3 install visits, 2 tivos, and 6 cablcecards, everything is working as expected.

This whole mess could have been avoided if the cablecards were screened before TW sends them out to the subcontractors. They have no idea if they are good or not and just install them and wait to see if they work or not.

I do have to say that TW customer service never once mentioned that Tivo is not supported or that cablecards are not supported. I also did not have any problems pairing the cablecards to the tivo, or making sure the two cards were balanced. After all of this hopefully there are a couple more people in the Charlotte area that can install cablecards correctly and determine if it's bad or good.

[2farrell]

For those of you who don't know yet, the usual TWC price hikes are upon us.
Here in the RDU, NC area, this will amount to between 0% (Basic) and 15% (for DVR lovers).

Here are the changes :

Basic Service
$12.75 > No change (0%)

Standard Service
$35.75 > $38.05 (6.4%)

Standard Cable, Road Runner and Digital Phone (includes Basic, Standard, Road Runner and Digital Phone)
$126.95 > $129.95 (2.4%)

First Digital Programming Tier
$7.55 > $8.30 (9.9%)

DVR Service
$6.95 > $7.95 (14.4%)

Here's the intro blurb (LOL) :

Dear Time Warner Cable Customer:
Time Warner Cable is committed to providing outstanding choice, convenience and value for our customers. We have developed a range of technologically advanced products and services aimed at keeping you entertained, informed and in touch like never before.
This year, we introduced Interactive Services to Digital Cable. You can now pay your bill, get instant news and weather, play solitaire and more using your Time Warner Cable remote control. If you're a Road Runner customer, PhotoShow Deluxe is now available as part of your service at no additional charge. Share photos and videos with family and friends, easily edit photos and archive them to CD. Plus, thousands
of customers use Digital Phone service to talk as long as they want across the U.S., Canada and Puerto Rico, for one low price. For a list of
new and moved channels, please refer to the front of this statement. For more information on our products, services and an updated channel
lineup, please refer to the newsletter enclosed with this billing statement.
To enable us to continue adding programming and making investments in new technology, we will make adjustments to monthly prices
beginning with your next billing statement. We appreciate having you as a Time Warner Cable customer, and we understand the need to keep
our prices competitive while offering you the best possible choice, service and value. As required whenever our prices are adjusted, we have
ensured that our new prices for regulated levels of service are in compliance with Federal Communication Commission rules. A complete
chart of price changes is listed below. Any services not listed in the chart remain unchanged. In addition, if you are currently receiving a
promotional discount, that discounted price will remain in effect until the end of the promotional period.

[Ravidrath]

Ugh, in Dallas, and so far it's been...rough.

Got a TiVo S3 for my Dad for Xmas.

After a 5 hour wait for the guy to show up, he arrives with the cable cards. He said he was told they don't do TiVo, but said he'd do it anyway because I'd waited so long, and they should've told us that before confirming the appointment. He was worried that the area's A/B cable split, would be a problem, but we went ahead anyway. He also went on about how they never work, etc., how they're worthless, but I said we should try it anyway, despite the corporate mandate to insult the product.

He gets them set up and everything seems fine, but after he left I noticed that premium channels don't seem to work, and cause the S3 to display the CableCard information, like it needs to be registered. Time Warner Cable said they'd send someone out tomorrow to fix it, but I sort of doubt that's possible.

Unfortunately, from the looks of it the A/B split is going to be a problem: Food Network and The History Channel, some of my parents' favorite channels, is B only. The same channel on A is SpikeTV and without using their awful cable box, the only way to switch between A/B is a switch box. Which is going to make recording shows on Food Network impossible.

That could be a dealbreaker, meaning a 20-year-old system relic is going to negate my gift.

Anyway, does anyone know if there's a way around the A/B split, beside the physical switch?

Thanks for any info and/or commiseration.

[DougJohnson]

Ugh, in Dallas, and so far it's been...rough.

G

Unfortunately, from the looks of it the A/B split is going to be a problem: Food Network and The History Channel, some of my parents' favorite channels, is B only. The same channel on A is SpikeTV and without using their awful cable box, the only way to switch between A/B is a switch box. Which is going to make recording shows on Food Network impossible.

That could be a dealbreaker, meaning a 20-year-old system relic is going to negate my gift.

Anyway, does anyone know if there's a way around the A/B split, beside the physical switch?

I've run into the same thing in Dallas, some of the channels are only on the B side. I don't believe there is a fix for it. The only good news is that they are going to a single cable system in 9 months to a year, depending on who you talk to.
-- Doug

[matthewwhite]

my TW cablecard install saga continues.

remember that my 1st appointment was given to a subcontractor that they don't let do cablecards.

they were apologetic and had to reschedule for today. again I'd have to wait between 12-5pm.

@5:30 noone had come yet so I called TW. After waiting for 30 minutes for a rep on the phone someone tried to find out what happened. They told me that someone would try to track down the tech and he'd call me to tell me where he is and when to expect him.

I got the call in 30minutes from his dispatcher. it turns out they gave the work order to the same subcontractor again today who can't do the cablecard install. he just hadn't gotten to the order yet but wouldn't be able to come over because he's not allowed to. no one would be going to install the cablecards today but they'll put me on the list for Friday between 8am and 12pm.

we'll see what happens. I think it's still 50/50 but one can hope.

I asked about a self install and if I could pick up the cablecards and do myself and they said it's Time Warner's policy not to allow customers do that and it required a truck to roll. Has anyone else been told this?

[Ravidrath]

I've run into the same thing in Dallas, some of the channels are only on the B side. I don't believe there is a fix for it. The only good news is that they are going to a single cable system in 9 months to a year, depending on who you talk to.
-- Doug

Damn, sorry to see this.

Well, as disappointed as we all are by this, we did discover that my Dad's DVR isn't actually HD... even though he's paying for HD content. I wish I had been around to set that up so he could've caught it, but his "HD" DVR's best output is S-Video, which isn't HD-capable. He set it up himself, and ironically this might've been one of the few times having someone come out would've been a good thing.

I guess we'll be returning the Series3, but at least he can work on actually getting HDTV now.

[martce]

I ordered 2 cable cards right from one of their customer stores in Norwood , and I believed it was inputed into the systems.
The cable guy showed up w/o any notion he had to installs cards.
Re-scheduled for next day, and hope they bring 2 cards as indicated again.

[2farrell]

my TW cablecard install saga continues.

remember that my 1st appointment was given to a subcontractor that they don't let do cablecards.

they were apologetic and had to reschedule for today. again I'd have to wait between 12-5pm.

@5:30 noone had come yet so I called TW. After waiting for 30 minutes for a rep on the phone someone tried to find out what happened. They told me that someone would try to track down the tech and he'd call me to tell me where he is and when to expect him.

I got the call in 30minutes from his dispatcher. it turns out they gave the work order to the same subcontractor again today who can't do the cablecard install. he just hadn't gotten to the order yet but wouldn't be able to come over because he's not allowed to. no one would be going to install the cablecards today but they'll put me on the list for Friday between 8am and 12pm.

we'll see what happens. I think it's still 50/50 but one can hope.

I asked about a self install and if I could pick up the cablecards and do myself and they said it's Time Warner's policy not to allow customers do that and it required a truck to roll. Has anyone else been told this?
To me this is a scam by TWC.
Most intelligent people can install these things themselves.
If they're worried about loosing control they can put a charge for a call out later if things get messed up by the customer.
It's called giving customers choices.

[kevinv]

In Kansas City I went to a store front but they wouldn't give me cable cards over the counter, have to have someone come install them.

Cost is $15 for the installation, $1.75 per card per month.

Person behind the desk asked what TVs I had when I said I needed 2 cards. She hadn't heard of Tivo Series 3 and was going to say they didn't support them. But she asked a tech in the back, and he said if it had cable card slots they'd supported it.

[nathos]

The next chapter in my Time Warner frustration occured with today's channel lineup changes in Rochester, NY.

As many of you know, INHD2 is no longer available. TW chose to replace it with two new channels, A&E HD and MTV HD. Unfortunately, both of these new channels are streamed digital video, and not available via CableCard.

So, now I'm paying for 3 HD channels (including Universal HD) that I can't watch on my Series3. Man, I hope the FCC cracks down on this nonsense.

[martce]

Waiting for the S3 Cable cards.
The first appointment tech showed up w/o any notice about cable cards.
Appointment was rescheduled for next day, and they found signal low, and only 1 cable card worked.
On line waiting for 20min and counting for customer service to answer so I can schedule another visit to have it installed.
Will ask/hope for tech to bring 2 or 3 cards for this 3rd visit to get S3 working.

[ingenue007]

ha i just cancelled my TW cable even though my cable cards worked. i dont watch anything non-HD except nip/tuck. good riddance.

[stile]

Los Angeles (Los Feliz) California

Just called to make an appointment for 2 cable cards.
$30 install fee
$1.75/m for the first card.
$4.15/m for the second card.

Has anyone got the install fee waived?
Has anyone got the same price for both cards?

Sorry I haven't read each post in this long thread.

thanks,
stile

Update 1:
Tivo 3 arrived today. Dell shipped it a month early. They are fast.
Drove to the local TWC office in Eagle Rock (Los Angeles, CA). They would not hand over a couple cards. When I asked about them, the lady said they(the cards) are currently not working? I asked her what does that mean, she replies, 'they are not working right now.' Strange.... Then I asked her to make me an appointment to have a installer come to my house. She said she made one for tomorrow. I asked if she could make sure the guy brings 2 cable cards. She said she cannot guarantee it. ?????
// End Update 1

I have a feeling that this is not going to be easy.

-stile

[matthewwhite]

TW cable card install DAY 3

a real tech came today with 2 cards.

I was very hopeful at first as the 1st card showed analog, digital, premium, and local HD channels.

he then went on to the 2nd card which was causing him problems. I think this is where it went very wrong. he got frustrated and started pulling things out and putting them back in.

we then lost the 1st card.

he kept trying to call people but no one seemed to able to help him.

after 3 hours he left with I'm sorry and that a supervisor would be out Sat between 12-5 to try again.

I now have card 2 showing just analog and local HD but no encrypted channels.

card 1 is showing nothing.

I called TW asking about a phone number I could call since I had the cablecards here and they said that they don't allow customers to call in about the cable cards.

they told me the supervisor would be there sat and that they could put in an order to have the dispatcher call me but it would be 3to5 days. (I guess the tech calls the dispatcher when setting up the cablecards) he said that the cable card codes where all handled at a local level and that there was nothing they could do.

he suggested that I could use a TW set top box and they could set that up at there end but he couldn't help with cablecards. he even said that the cablecards wouldn't work very long in my area anyway since as a former adelphia area my are was scheduled to have the analog channels pulled soon and they were going to field test Switched Digital for cincinnati in my area. he said their box would be a better option in the long run.

[nathos]

I have a bad feeling that Switched Digital will be the death of CableCards and TiVo Series3's, particularly for Time Warner customers.

[BruceShultes]

In my case Switched Video will be the death of Time Warner.

As soon as they try it on any of the channels I want to watch, I will change to FIOS and Time Warner will lose my business completely.

[nathos]

In my case Switched Video will be the death of Time Warner.

As soon as they try it on any of the channels I want to watch, I will change to FIOS and Time Warner will lose my business completely.

If Verizon FiOS was available to me, I'd switch in a heartbeat. (Hear that Verizon?)

[George Cifranci]

Well I had my CableCard install today. It took around 2 and 1/2 hours. The Time Warner tech had done only a few CableCards and had never done a TiVo Series 3 CC install before. He followed the instructions doing them one at a time. The first card seemed to come up ok. He called it in but when I tested the channels the premium channels (like the HD ones) weren't working. He then did the 2nd card. It didn't come up so he had to run back to the shop to get more cards. He got that one installed and it eventually came up. He called it in and got it working but I still wasn't getting my premium channels. He escalated it to a higher person and we eventually got one of the cards working with all my channels. After 2 and 1/2 hours he said he had to make a few more runs (cable box swaps) and that he would be back after he did that. When he was gone I power cycled the TiVo and when it came back up both cards were working.

It took a long time but the TW tech was a nice and patient guy (and a fellow tech geek) and in the end it worked out ok, so I am happy.

[astrohip]

To me this is a scam by TWC.
Most intelligent people can install these things themselves.
If they're worried about loosing control they can put a charge for a call out later if things get messed up by the customer.
It's called giving customers choices.

As further proof of what you are saying, in Houston, TW will allow customers to do a CC pickup and self-install. Is it because our cards are simpler? Is our system easier? Of course not, it's simply that in Houston, TPTB prefer easy, and let us do it. If it truly was a problem doing a CC self-install, they would never let any area do it.

[hookbill]

The only reason TW doesn't let some areas do it is M O N E Y. Nice install charge all though I don't know if they really profit off of it considering how long it takes them and how many times they may have to come back.

[sherylking]

TW came out today to install the 2 cards in my new S3. Fortunately, he brought more than just the 2 necessary cards, since one of them didn't work. He installed 2 good cards, set the whole thing up and made sure all the channels worked properly. To me, that's worth the price!

[Tallguy62]

S3 delivered Thursday, TW NYC tech showed up Friday at 4pm. He'd done Tivos before and the whole thing went without a hitch other than it took 10-15 minutes for the premium channels to show up. Appointment lasted about 30 minutes. No complaints!

[minckster]

The only reason TW doesn't let some areas do it is M O N E Y. Nice install charge all though I don't know if they really profit off of it considering how long it takes them and how many times they may have to come back.I think another motivation is the creation of false data on how poorly cableCARDs perform and how many technician visits they require, all in furtherance of the cable companies' attempt to eliminate cableCARDS.

[Austin_Martin]

In my case Switched Video will be the death of Time Warner.
As soon as they try it on any of the channels I want to watch, I will change to FIOS and Time Warner will lose my business completely.

I wish I had the choice. In Austin they are starting to put all the new HD stations on sdv. Unfortunately fios is only available in the Dallas area in Texas right now.

[martce]

Premium Channel only shows up for 1-2sec, then image freezes.
I have the Premium channel not showing issue with the cable card that is common to this forum.
The ECM climbs above 50, PowerKey Ready and Decryption OK.
Oddly I am now able to receive ESPN HD, but neither of the HBO/SHO/even music channels, in reg or HD format.
Time Warner Tech is scheduled for 3 visit next wednesday and will bring the 2nd cable card to install.
During installation of cable card No1 (the 2nd did not work) they notice my signal to be low. Wonder if this is causing the issue with HBO/SHO

[stile]

Update 1:
Tivo 3 arrived today. Dell shipped it a month early. They are fast.
Drove to the local TWC office in Eagle Rock (Los Angeles, CA). They would not hand over a couple cards. When I asked about them, the lady said they(the cards) are currently not working? I asked her what does that mean, she replies, 'they are not working right now.' Strange.... Then I asked her to make me an appointment to have a installer come to my house. She said she made one for tomorrow. I asked if she could make sure the guy brings 2 cable cards. She said she cannot guarantee it. ?????
// End Update 1

I have a feeling that this is not going to be easy.

-stile

Update 2:
This installer had done a few before. Went at it right away. Put in one card in, waited until it showed on the screen. He jotted down the numbers. Then without activating the first card, popped the second one in and did the same. After that came the pain. He called the office several times, told them numbers, waited, got disconnected, waited..(he thinks everyone wants to go home early for New Years).
40 min later...
Finally the guy on the phone said everything was done. The very nice gentleman waited until I finished downloading all the guide content (incidently is incorrect, will try the setup again). Anyhow, turned to HBOHD immediately, set it to record then switched to other HD channels and SD channels. Then started recording INHD on the second tuner, switched to the HBOHD, stopped the recording and did the same tests of SD and HD channels.
So far, so good. (Except the incorrect guide)

The installer said that he was supposed to collect $29.95 but he didn't want to so he said he'd call if they make him (haha).

Two thumbs up for the installer.
//End Update 2

-stile

[luisgfs]

Bought the S3 as my Christmas gift to me on 12/4, called TWC to set up install and they were happy to come out that Saturday 12/9.

Tech arrived at 10 AM (on time) with 1 card but had several spares in the truck. Also noticed he seemed to be a bit negative and against the whole install thing. I was perplexed but worked with his need to test the building wiring at 5 different points only to tell me my signal was too weak and we needed to get a booster installed (which we both knew would never happen) or else the card would not work.

He left, I was disappointed but played with the box for three weeks finding out all sorts of fun little tricks like watching OnDemand that others in my Cable grid had ordered. This was even easier to do after I went to radio shack and bought a signal booster for my Apt that works with two-way digital cable. It gave me the ability to finding several channels via the ATSC tuner. Very Niiice!

Feeling lucky, I called TWC on 12/26 to schedule another install for that Thursday afternoon. Waited from 3 to 4:45 until they called to tell me they might still be able to come out but that they would also schedule program me for a new appointment for Friday afternoon. (By the way, that is code for they are not coming today) but I waited until 7:30 and after they did not show up at all and I called, confirmed I was scheduled for an appointment the next day from 1-3 PM and got a $20 credit.

On Friday at 3:05 I again felt like the ugly boy at the prom because again I was stood-up. I called and they said someone would call me in 30-60 minutes...but nothing. Called them again at 4:10 and they said someone would call in 30-60 minutes....they finally called about 90 minutes later to apologize, rescheduled for Saturday (today) from 8-10AM and gave me another credit of $20.

Today - Tech showed up at 9:20. Immediately went to work and inserted card one, called to activate, got a acknowledgment from the operator. Hung up, inserted card 2, called to activate and got a final acknowledgment. Tech was gone by 9:40

Watching HD now - Some channels still showing as not available but are starting to come in a few at a time. The moral of my dilemma...

Missed cable appointment - $20
Second missed appointment - $20
Third appoint - 2Cable cards at $1.75 each
Having a functional S3 Tivo Box - Priceless

Happy New Year!

[matthewwhite]

Install appointment #4

I was told Friday that a supervisor would be coming this Saturday from 12-5 but no one came.

I called the 800 number and asked what had happened and was told that just because the person I spoke to SAID a supervisor would be there doesn't mean that the WOULD be there only that they MIGHT be there. yes, this was actually said to me.

They have failed to send someone to my house 3 out of 4 appointments. The tech Friday said that the person back at the office who's good at these should be in on Tuesday after new years. The guy that tried to do the Friday one messes up all the time and is just learning. I've scheduled a tuesday install from 4-6 we'll see if they show.

I asked if there was anyone else I could talk to and was told no. That I would have to go to the local office and complain in person. I asked if there was anything else they could do and was told that they would escalate the case and someone would call me in the next week or two.

they missed 3 appointments and I asked if the bill would be credited the $60 (20 each day no one came) and he said that he shows a credit of $20 but that he can only credit 1 time per job number. This means they can not show up as much as they like now because they already paid me the $20 for not coming to install the cards. grrr.... cleansing breaths....

we'll see how it goes tuesday. hopefully the guy who knows what he's doing will be back and he'll get it without a problem.

I'm a TW that was merged from Adelphia and it seems like there is a bit of tension in the merge still. I think the 888 number I'm calling is really an adelphia number.

what is the national time warner number? I might try that at some point. I think I'll stop in to the old adelphia office on Tuesday to make sure they are coming from 4-6.

[macizoe]

Hello all - first post!

I just got my two series 3 units installed today (went from Directv HD Tivo) - here is my story.....

I had an appointment for Tuesday, December 26th and an hour before the appointment I get a call from the dispatch office saying that they don't have enough Cable Cards to give me 4 and they can probably give me one and I would have to wait to after the new year (they have had a big run on them). I talk to her for a while and tell her I am travelling a lot in January and my next possible date would be January 27 - she felt pitty on me and talked to her supervisor and they found four cards and set up an appointment for Friday, December 29 between 3:00pm - 5:00pm.

I get home at 2:00pm and wait for the installer - just to check I call at 4:30 and they still tell me that they are coming - of course we all know that they are not...I call back at 5:00 and am told that they called and no one answered - I told them, which they did not believe - that they did not call - I have caller ID and it would show up if they called... I was told that a supervisor would acll me back in a few hours.....of course he did not.....

Around 10:30pm, I called and spoke to teh supervisor, who told me he would send an email to the dispatch person and to the morning supevisor. I called first thing in the morning and speak to the supervisor, who lets me know that someone will be here betwenn 8:30am - 7:00pm today and I will get a 30 minute notice. I soon get a call from from the dispatch person that I spoke with earlier in the week appologizing and someone will be here shortly.

Two techs came (we are a new install and got thier internet as well) and hooked things up , they spent the most time dealing with a signal issue (they had a bad splitter). when we got to the cable cards, I was told that they were already tested, I did most everything. The tech never touched the remote - he had done Tivo before. He needed to get the Mac ID numbers off each card and called a guy who activated everything. It took a few minutes for everything to come in but all 4 cards worked - yeah. They were hear about 2 hours and both were compaling about all the calls that they needed to get to during the day.

I am now having a strange problem. My living room Tv has the correct channel line-up, but the bedroom unit get the same name (Time Warner Valley West), but pulls up the old channel line up. I have tried many zip codes, but nothing is working...any ideas??

Now to figure out how to get the Slingbox to work with the new RCA modem...

Josh

[cdp1276]

I don't see it in this thread - is there a location you can get the SDV channels / future SDV channels for a region? I'll be getting TW in Milwaukee when my S3 arrives, and the wife loves home decoration shows. There will be some serious crying (by me, as I return the S3) if they don't come in.

I would keep checking your local TW website for your market under CableCard's. Your's is a lot more vague than ours:

http://www.timewarnercable.com/milwaukee/products/cablecard.html

Here in Rochester, NY ours has this page (which specifically lists the channels):

http://www.timewarnercable.com/rochester/products/cablecard.html

As you can see they clearly claim ALL new channels will be SDV and so far they are holding true. So if I want the TiVo S3, I lose on channels. This is clearly against why the CableCard's were introduced and the FCC needs to step up prior to this ban that we all know will never solve our problems in 2007. I remember reading some 2 years ago that we should have an approved CC 2.0 spec back then. Well here we are now, still waiting...

[Austin_Martin]

I would keep checking your local TW website for your market under CableCard's. Your's is a lot more vague than ours:

At least yours doesn't lie. Austin's page:

http://www.timewarnercable.com/austin/products/cablecard.html

says that hd channels are available with cablecards, which some of them aren't due to sdv.

[derekcbart]

Hi there.

I have TWC/Westchester (slightly different than Los Angeles) and it used to be Comcast. A couple of weeks ago they were supposed to rearrange all of the channel lineups, but then delayed it to late January 2007. I'm expecting this to be a real pain for the TiVo to update the channels to the new lineup since so many are going to be changing.

Has anyone already gone through the TWC channel rearrangement and, if so, how bad was it for TiVo to update the guide information to the new lineup?

Thanks.

[luisgfs]

FYI - TimeWarner is implimenting their Channel Line-up changes through 1/7/07.

Many stations will come and go and many will be set up under the wrong channel number for a short amount of time...at least this is what I was told for the West LA channel lists. :rolleyes:

That may be why one room has one thing and another room has a different thing. It is all about when the Tivo connects to get its info and what was set up at that time. I would try reloading the channel line up in about a week and hopefully they will have their act together. :up: :D

good Luck and happy New Year!

[Jerry Keller]

Hi there.

I have TWC/Westchester (slightly different than Los Angeles) and it used to be Comcast. A couple of weeks ago they were supposed to rearrange all of the channel lineups, but then delayed it to late January 2007. I'm expecting this to be a real pain for the TiVo to update the channels to the new lineup since so many are going to be changing.

Has anyone already gone through the TWC channel rearrangement and, if so, how bad was it for TiVo to update the guide information to the new lineup?

Thanks.I'm in Redondo Beach. It wasn't too bad. As soon as I noticed that my programs weren't recording properly, I redid the guided setup. There was more than one Time TWC to choose from. I chose one TWC South Bay, that was wrong, believe it or not. Then I just chose the TWC one. Then the TiVo asks come questions about what's on some channels (all four TiVos did this). Then, you're in. No problem at all.

[macizoe]

I am still receiving the old channel line-up on one of my Tivo's and the new one on the other - both have the same zip code 91325. I spent an hour on the phone with tech support and no luck. They are talking with their line-up department - I now have to wait 3-7 days......

[SCSIRAID]

I am still receiving the old channel line-up on one of my Tivo's and the new one on the other - both have the same zip code 91325. I spent an hour on the phone with tech support and no luck. They are talking with their line-up department - I now have to wait 3-7 days......

Did you try 'forcing' a connection to have the tivo with the wrong lineup 'call home'? That may get a lineup update.

[macizoe]

I have forced it many times as well as done guided set-up and tried a bunch of zip codes in the west valley - this is really strange, since the line-ups that they show do not exhist anymore ( the line-ups changed in October)

[minckster]

I am still receiving the old channel line-up on one of my Tivo's and the new one on the other - both have the same zip code 91325. I spent an hour on the phone with tech support and no luck. They are talking with their line-up department - I now have to wait 3-7 days......In the off chance that support didn't mention this, you can select among the various available lineups by going to Settings -> Channels -> Channel List and pressing "Enter". (There's a message to that effect on the bottom of that screen.) If you select one of the lineups, you can page up and down to check out the channel assignments before confirming your choice. Before TiVo fixes things on their end, you may find that one of the other available lineups more closely tracks what you're receiving. If I remember correctly, you'll need about 20 minutes to download the data for the new lineup and you should force a connection afterwards.

[ovitovitovitovit]

Just bought a Series #3 a couple weeks ago. This will be our 6th Tivo and first HD model. I can't live without it when you consider how the other DVR's perform it is a no brainer even when you have invested $650 for the Tivo $199 for lifetime switchover and $50 bucks for a Tivo network adapter. At least at the end of the day when you are watching TV you and your family are happy and not complaining about the total hunk of crap the Brighthouse SA DVR is. Here is how our installation went down here in Carmel, Indiana.

Before Brighthouse came to my home I had hooked up Tivo connected to the phoneline and did guided setup after it had downloaded the first time I connected the Tivo adapter and set it to download again over the wireless connection. Getting a Tivo brand adapter was the way to go for several reasons I wont mention, just get it. I forced a connection a few times until it downloaded and upgrades the software. I think this is very important before you get the cable company to come to your home with the CableCards.

The contract tech that came out to install the 2 CableCards was very polite and was honest about only doing it one other time. He admitted he didnt know much about it and after chatting with him about several thing concerning electronics I was completely convinced he was totally clueless. He installed the first card in slot one and it didnt work. He put the second card in slot one and it worked eventually. He then put the second card in slot two and it initialized but would not get the programming hit is needed. He said it would work eventually and left for another job that probably was a bigger payoff. The techs are not big on doing cablecards. I waited one day and called Brighthouse tried to get it done over the phone and after no luck they happily scheduled another tech to come out the next day.

The second tech was the first techs supervisor and he was very competent and knew what the deal was. He also like UFC so we hit it off well. He brought out several cards with him and finally got a second card to work in the second slot. I will use bullet statements to make it easier to look at any info that may help you with your new Series 3. Hope it helps and long live Tivo.

Upgrade your Tivo to the newest software load before the cable company installs your Cablecards.

Watch your cable guy go through the process so you cant point out any procedure mistakes he makes. You have to go step by step....

The Cablecard has to take an authorized hit and and EMM hit for it to work right.

It may take a while for the hit to come through the cable guy mentioned the hits they send out get backed up in the computer system but it shouldnt take forever.

If he leaves your house without an authorized card in your system or any EMM hits you will most likey have to take another day off for another tech to come back and bring more cards to try in your system. Mine took 4 total to get two working.

Dont let anyone from the cable company lead you to believe you have a defective Tivo. It is possible but HIGHLY unlikely.

I dont even think the Cablecards are bad. I think most either dont initialize properly or will work in different equipment. The cards have to marry with the equipment and get the hits in the right order.

It is very important to redo guided setup after any Cablecard change, Tivo should warn you that it will not work properly if you dont redo guided setup.

Keep in mind that life is short and it will all be worth it when you finally get both tuners working cause Tivo is the best electronic invention in the last twenty years.

If you find someone without Tivo point and laugh cause they have thier priorities all screwed up.

Be nice on the phone with the cable people even though a lot of them are not very nice most of them are doing thier best and the nicer you are the more they will be willing to help. The second tech I got was really good.

Happy New Year

[mgemmons]

Can anyone who lives in 90069 West Hollywood, CA tell me how much they are being charged for 2 cable cards on their TWC SoCal bill? TWC tried to bill me $1.75 1st card, $4.15 2nd card and a $2.40 second outlet fee. I called them up and told them to stop charging me the $2.40 fee. Is $5.90 the correct fee for my area?

I just received the updated TW price list. It (finally) includes the CableCard rental price, which is listed as $0.00. So, I'm not sure why you are being charged for the CableCard. I'm in the 90064 area code, former ComCast.

[mgemmons]

A big shout out to calitivo. I'm in West LA and had my CableCard install several weeks ago. The install tech was nice enough, but clueless. I knew I was in for a rough ride when he kept referring to the CableCard ID number as the TM number. I couldn't figure out what he was talking about until I noticed on the Tivo CableCard setup screen it said "CableCard (tm) XXXXXXXXXXXXX". Yeah, TM as in trademark. Good lord.

In any case, after some time on the phone he said my CableCards were set up, even though I wasn't receiving any channels. He said it would take a while but they would eventually show up. I had already done a lot of research on this thread and I knew the cards were not set up correctly because the cablecard info screen showed the MISSING_CABLECARD_REKEY error and neither were authorized. But, I let the guy go and immediately called TW customer support.

The tech support woman I talked to was also nice, but not knowledgeable about CableCards. She said that only cable boxes could be sent an initialize signal and that CableCards could be sent an "refresh" signal. I talked to her a bit and convinced her to to send an initialize signal anyway. She did so and then sent a hit signal. The card status immediately changed to authorized and I began receiving channels withing 10 minutes. The only thing that differed from caltivo's instructions is that I did not receive the cablecard error 161-4 after the initialize.

Although because I knew what to expect the whole process was fairly smooth, I can only imagine what someone who doesn't read these forums must go through to get their S3 (or any cablecard device) working correctly.

I'm in West LA (former ComCast customer)
The CableCards are Motorolla brand.


Jonah - Here's how to fix it. I had the exact same issue today. One of my CC's malfunctioned a few days ago and had a service call to replace it. He redid the setup and both of the cards wound up with the MISSING_PROGRAM_REKEY issue. After some searching around, here's how to fix it.

1) Get Serial Number's for both CC's. They are located on the cards themselves.
2) Call Time Warner support.
3) Explain what you are trying to do and that you know the answer for it. That way, they seem more willing to do what you will ask them for.
4) For the CC in Tivo slot #1 (the bottom), give them the SN an tell them to send the "initialize" signal. When they do this, there will be a cablecard error (161-4) that comes up. This is a good thing. Next, they should send a "hit" signal.
5) Once they have said they've done that, go to test channels. At first, nothing came up for me. I hit clear, went back into test channels and started changing channels. All my missing channels could now be viewed.
6) Repeat same thing for CC that is in slot #2 (the top).
7) Double check that on the Conditional Access screen (for both CC's) it says "SUBSCRIBED" under the Auth line item.

Problem solved; at least for me.

[S3Guy]

I am a former Adelphia customer in the San Fernando Valley. Got my new S3 up and running after two visits from TW (tech only had one cable card on the first visit). All seems to be working fine except I do not receive TNTHD(415) or DiscoveryHD (416).

I have also noticed that FOXHDWE (413), whatever that is, does not work nor does the new MTVHD(441), which just appeared two days ago.

The second installer told me that they were moving the channels around and they both should come in later. He also asked the tech he had on the phone who did not have an answer.

Question. Any other TW folks in L.A. receiving these channels that I am missing?

[cdp1276]

Jonah - Here's how to fix it. I had the exact same issue today. One of my CC's malfunctioned a few days ago and had a service call to replace it. He redid the setup and both of the cards wound up with the MISSING_PROGRAM_REKEY issue. After some searching around, here's how to fix it.

1) Get Serial Number's for both CC's. They are located on the cards themselves.
2) Call Time Warner support.
3) Explain what you are trying to do and that you know the answer for it. That way, they seem more willing to do what you will ask them for.
4) For the CC in Tivo slot #1 (the bottom), give them the SN an tell them to send the "initialize" signal. When they do this, there will be a cablecard error (161-4) that comes up. This is a good thing. Next, they should send a "hit" signal.
5) Once they have said they've done that, go to test channels. At first, nothing came up for me. I hit clear, went back into test channels and started changing channels. All my missing channels could now be viewed.
6) Repeat same thing for CC that is in slot #2 (the top).
7) Double check that on the Conditional Access screen (for both CC's) it says "SUBSCRIBED" under the Auth line item.

Problem solved; at least for me.

Is this the best same procedure you would recommend I follow with a TW CSR on the phone when I switch two perfectly working CC's from one S3 to another S3?

I would just like to minimize any downtime or hassle with TW to get the cards working in a new S3 from a perfectly good functioning S3.

[Tim N.]

I had TWC out for an install on the T3. Card 1 went nornally. Card 2 was problematic. It took 3 cards to find one that would "pair" properly. The TIVO Guided Setup screen shows a proper card in place. But, no matter how many times they initialize or hit the card, it would not display any channels.

Have any of you seen this in between failure before? Is there a fix I can reccommend to TWC?

[hookbill]

I had TWC out for an install on the T3. Card 1 went nornally. Card 2 was problematic. It took 3 cards to find one that would "pair" properly. The TIVO Guided Setup screen shows a proper card in place. But, no matter how many times they initialize or hit the card, it would not display any channels.

Have any of you seen this in between failure before? Is there a fix I can reccommend to TWC?

We're they pushing it with the remote to get to the diagnostic screen? When you install card 2 you have to wait 5 to 10 minutes before it will appear on the cable card menu.

[Tim N.]

We're they pushing it with the remote to get to the diagnostic screen? When you install card 2 you have to wait 5 to 10 minutes before it will appear on the cable card menu.
Yes, we waited more than 10 minutes and tried several times (each with waits) before deciding to try other cards on the next visit (1/5).

[BruceShultes]

My cable provider pushed updates to both cable cards in my S3 over the weekend.

One worked fine and continued to work, while the other one lost the ability to tune to any encrypted channels.

Both cards still showed a status of CP Auth Recd, but one of them showed an ECM count of zero.

I called their support line and asked them to send a hit to the card, but they refused and insisted on rolling a truck.

After the truck arrived and their man called in to request a hit, everything was working again within ten minutes.

It may have been a coincidence, but the ECM count only started after he took it out of the box and then re-inserted it.

[matthewwhite]

Install Appointment Day 5

I had a couple of cable guys here today and they replaced one of the cards now both report the channels but are not decrypting.

They left after a couple of hours and they still don't work.

They are going to come by tomorrow try a few other things.

My TW used to be Adelphia and I think my issues may be different from some here.

My card screens don't count hits (ECM?) but there seems to be an issue with EMM.

the cards have to be initialized and then they need to send a signal to hte cards to tell them what channels I get. I don't think they're sending the 2nd signal to the box.

Anyone else here a former Adelphia person who knows how I should frame a question about the EMM and the signal to unlock the decrypted channels?

[alyssa]

I literaly just installed my cable cards today. I'm an old adelphia customer also.

the TW CSR & I were having some problems getting my channels to appear, unlike your problem which has to do with decrypting.

During the conversation, I also noticed the EMMs & asked the CSR about it. He said 1)he was clueless but 2) lets finish trying what he knew how to do. Sure enough whatever he did at his end solved the problem.

I checked the EMMs a few hours after the install & they are still showing as not active. I am getting all the regular & decrypted channels.
This is a long way to say, I don't think it's the EMMs.

[hookbill]

Install Appointment Day 5

I had a couple of cable guys here today and they replaced one of the cards now both report the channels but are not decrypting.

They left after a couple of hours and they still don't work.

They are going to come by tomorrow try a few other things.

My TW used to be Adelphia and I think my issues may be different from some here.

My card screens don't count hits (ECM?) but there seems to be an issue with EMM.

the cards have to be initialized and then they need to send a signal to hte cards to tell them what channels I get. I don't think they're sending the 2nd signal to the box.

Anyone else here a former Adelphia person who knows how I should frame a question about the EMM and the signal to unlock the decrypted channels?

Old Adelphia/New TW here. In the Cleveland area.

All I can really say to you is have them start everything all over and make sure they follow instructions. I had a bit of a problem with card 2 during my install but that was due to the fact that we wern't waiting long enough for the cards to take. Card 1 hits almost immediately but Card 2 takes about 5-10 minutes. If they are rushing it by pushing the remote to get access to the cable card screen that could be the problem.

I looked at my EMM on decrypted and non decrypted channels and it said 8 both times. I don't know what that means or if it helps you. But I wouldn't be so patient with this. Ask for a Field Supervisor to come out. You need to have them talk with someone who knows what the heck they are doing. Have them call the office in Twinsburg Ohio and ask for Lenny. He can tell them how to get it going.

[alyssa]

The field supervisor at my TW/adelphia office SWORE TW did not support Tivo's and if asked to install a CC in one would walk out of the house.

Thankfully, they gave me the cards & let me contact a TW CSR myself. I'm sure the Field supervisor didn't think I was capable of installing the cards myself. <shakes head, resisting gender based comment)

[slingd]

I have a bad feeling that Switched Digital will be the death of CableCards and TiVo Series3's, particularly for Time Warner customers.

I'm also in Rochester and seem to be getting screwed on my Tivo purchase thanks to Time Warner since we primarily watch HD programming. We have written letters to both the Consumer Protection Agency and the FCC regarding the ridiculous policies regarding cable card customers. Of course no one has given us any kind of encouraging response and I doubt anything will come of these complaints until a company like Tivo actually pursues it (more so than they have already). However, it can't hurt to contact them and it certainly will have more of an impact than waiting for the FCC to do something of their own accord.

[kevinv]

In Kansas City I went to a store front but they wouldn't give me cable cards over the counter, have to have someone come install them.

Cost is $15 for the installation, $1.75 per card per month.

Person behind the desk asked what TVs I had when I said I needed 2 cards. She hadn't heard of Tivo Series 3 and was going to say they didn't support them. But she asked a tech in the back, and he said if it had cable card slots they'd supported it.

Installer showed up last night. He hadn't done any Tivo S3 installs previously. He didn't look real hard at the install sheet but I kind of made him follow the instructions (mostly, we reached a point where he was on the phone with TW to register the first card and they made him pop in both cards to get the info from them.)

We got the initial digital channels working and he indicated it would be 30 minutes before the cards would get everything they needed for the premium channels, so I kicked him out of the house so I could get back to work.

Premium channels still not working this morning so I called TW over lunch, they sent a couple of reset codes to the cards and they started working after a few minutes.

Smooth install and minimal problems. Nice.

TW seems to think that cable cards only go in TV's. Lady on the phone kept telling me "now try the other tv and see if it works too...." I gave up trying to explain pretty quickly.

[kevinv]

On the switched digital issue -- Isnt' cablecard 2.0 supposed to support this, AND isn't the S3 tivo already supposed to support 2.0 when they actually come out? This is the only issue that really worries me (I don't care about PPV that much). Well that and Tivo to Go coming back.

[matthewwhite]

Hookbill-

Thank you for your reply.

The same guys came out today with a new pair of cards. It turns out that the other cards were configured incorrectly at their warehouse. ca as opposed to cg... (I don't know what that is.)

then there was an issue with the communication of the subscription system and the "Dac"? Tony from New Richmond saw the error and an extermely helpful supervisor at another office was able to start over with the cable cards and got them to work in 30 minutes.

I guess there was an issue with the host ID but all is working now.

Tony is the cablecard expert and he's been called to jury duty but just happend to be in today. He knew who to contact and who could fix the problem he saw. It seemed to me that they don't want to make it easy to give a bunch of pay channels out and the billing system access is separate from the "dac" that authorizes the cards so that only certain people can fix the problem is there is an issue.

The cable guys who came back were great and would not have been able to install with the other 2 cards from yesterday anyway.

The tivo is working great now.

[Cajun Man]

I'm also in Rochester and seem to be getting screwed on my Tivo purchase thanks to Time Warner since we primarily watch HD programming. We have written letters to both the Consumer Protection Agency and the FCC regarding the ridiculous policies regarding cable card customers. Of course no one has given us any kind of encouraging response and I doubt anything will come of these complaints until a company like Tivo actually pursues it (more so than they have already). However, it can't hurt to contact them and it certainly will have more of an impact than waiting for the FCC to do something of their own accord.

Howdy, I am another Rochesterian who owns an S3, and I am about to request a pair of CableCards -- and hi-def service -- from Time Warner. If TW cannot/will not provide all HD channels via CC, I will be filing a complaint with the FCC as well.

I will provide an update once I have upgraded my service...

[Tim N.]

Second visit by TWC. New card ... same result ... pairs, but no channels. Then they ask the CSR again to review the authorization setup on card 2 and ... yep, she screwed up the card setup. Fix was fast, when uncovered.

The amount of time wasted by TWC on these cards must be staggering. I don't know what the CSR screens look like, but they need to be more "dummy proof".

All is well that ends well. I'm a happy Tivo 3 user with two tuners operational!!!

[Austin_Martin]

On the switched digital issue -- Isnt' cablecard 2.0 supposed to support this, AND isn't the S3 tivo already supposed to support 2.0 when they actually come out? This is the only issue that really worries me (I don't care about PPV that much). Well that and Tivo to Go coming back.

I don't think the tivo will support 2.0, since the spec hasn't even been finalized yet. I think you're thinking of the multistream cards, which aren't the same as 2.0.

It is backwards compatible in that a 2.0 cablecard will work in a 1.0 slot, but will only provide the 1.0 functionality.

Hopefully everyone will send in a complaint to the FCC, like I did earlier this week. That's about the only way something might possibly happen.

[hookbill]

On the switched digital issue -- Isnt' cablecard 2.0 supposed to support this, AND isn't the S3 tivo already supposed to support 2.0 when they actually come out? This is the only issue that really worries me (I don't care about PPV that much). Well that and Tivo to Go coming back.

TiVo can and will accept 2.0 but that is not necessarily switched video. The S3 is not two way capable and is not designed to be, in other words no software update will change that.

So if your cable company goes to SDV then you will loose out some programing. Unless the FCC does something to change this.

[Tim N.]

It is not impossible for the Series 3 to become 2.0 compliant. I haven't looked inside the Series 3, but previous generations used FPGA's which can reconfigure an output to be an input or a bidirectional signal. Obviously they can reconfigure some logic, if there are FPGA's inside.

There is no argument that today the Series 3 is unidirectional.

[hookbill]

It is not impossible for the Series 3 to become 2.0 compliant. I haven't looked inside the Series 3, but previous generations used FPGA's which can reconfigure an output to be an input or a bidirectional signal. Obviously they can reconfigure some logic, if there are FPGA's inside.

There is no argument that today the Series 3 is unidirectional.


From FAQ sticky at the top of the page:

Does the S3 support CableCARD 2.0?
The CableCARD 2.0 specification has not been finalized at this time, so it is not possible to give a final answer. However, the current CC 2.0 proposal requires hardware the S3 does not have. Therefore, the S3, as it stands today, would not be able to support bidirectional communication for CC 2.0 features such as OnDemand or Switched Digital Video. If a 2.0 card is inserted it should fall back to 1.0 with Multi-Stream.

[jbaum]

TWC of NYC came today and was done within an hour and only took that long because he ran a new cable line and forgot to plug it in. He said he had done many Tivo installs, mine was his second of the day.

[stile]

Los Angeles (Los Feliz)

Moxi and the Motorola HD DVR would not show Universal HD. I called them about this and said it wasn't setup for my area.

Day I get my S3 running, Universal HD works.
Today I get a message on the S3 telling me a channel lineup change. MTV HD is now 414. Tune to that, it shows!

(Probably due to account issues that went away when I switched to CC's but I like to give the S3 credit for it.)

Love the S3.



-stile

[Monty2_2001]

Well, I finally got my S3 setup. Guy got here at 9am, left around 10:15am. The second cable card really took awhile, they had to re-hit it about 5 times for it to work normally.

Now TWC, please don't make me go insane with SDV!

[hookbill]

Well, I finally got my S3 setup. Guy got here at 9am, left around 10:15am. The second cable card really took awhile, they had to re-hit it about 5 times for it to work normally.

Now TWC, please don't make me go insane with SDV!

You can help prevent this by clicking the link on the top of this page, "EFF Who Killed TiVo To Go" and sign the letter so that we can use all of our S3 features.

[Austin_Martin]

I'm also thinking about filing a complaint with the bbb for austin Time warner. Before I bought the series three, I asked about sdv and hd channels. They said that all hd channels would be available and that only the west coast feeds, some simulcast stations, etc would be sdv.

Now that I've spent the money on the s3, they've changed their story, with a&e HD, and MTV HD being switched digital. They also list that all hd stations are availabel by cablecard on their info page at:

http://www.timewarnercable.com/austin/products/cablecard.html

Maybe a class action lawsuit would be the way to go?

[Monty2_2001]

I sent it in.

I really think any lawyer would want to get in on a lawsuit. It's pretty cut and dry to me.

[linetest]

Well, it's up and running. Thanks to Time Warner Raleigh NC (Chapel Hill office). One bad card, but after a little bit, two cards up and running. No problems ordering the CC's either. Office understood Tivo S3= 2 cards. Nice work. The picture doesn't seem quite as nice as the SA8300HD from TW, but I'll work on it.

[Monty2_2001]

Apparently my S3 was the first this installer did, but I think the office people sorta understood. I heard '2 in one device?' several times from the installer, and then the office people on the phone asking him. Pretty funny.

He says he does 1 regular cable card in TV's about once a week, so that's not a bad sign really. At least there are users in this area.

[T-Shee]

This is the second time in a week that I've had failed cards from Time Warner, Manhattan South, Digital.

What's weird is that the the first and second set of cards failed at the same time of the week: 1:37AM WED. I know this because I have "clipped" recordings that end at 1:37AM.

When they fail, the S3 goes into the endless reboot cycle. Removing the cards from the box stops the reboots.

TEMPORARY FIX:
With BOTH CARDS REMOVED, redo the guided setup for ANTENNA ONLY, shut down, re-insert cards the redo the guided setup again for boh ANT and CABLE (takes over an hour). THE FIX ONLY WORKS TEMPORARILY - IT WILL FAIL AGAIN if you reboot the box!

Tivo say's they will replace the S3 if the third set of cards fails. I'm betting the third set will fail again at 1:37AM next Wednesday, right on schedule.

Any ideas or similar difficulties???

[BruceShultes]

You can help prevent this by clicking the link on the top of this page, "EFF Who Killed TiVo To Go" and sign the letter so that we can use all of our S3 features.

While you are at it, add a complaint about SDV to the end. I requested that it be made illegal, since I view it as another attempt by the cable companies to make all current cable card ready devices like the S3 obsolete and force their customers to go back to using their proprietary boxes.

[Higuchem]

I had no problem getting TW in KC to provide the cards and the tech guy. The operator had to put me on hold twice making sure they allow cable card used w/ Tivo. The guy who came to install it never had done it and I told him that the Tivo only works with the cards if he only follows the directions that Tivo gave. He followed them and worked out great. FYI it takes a few min. to get the cards loaded and ready to supply the information the tech guy needs to phone in so stay calm.



:up: :up: :up:

[20TIL6]

I just called TW here in Houston today. Sometime this year, Comcast is taking over, but for now it's TW.

So I called to order cable service and cable cards for my S3. I'm leaving DTV.

I have a sneaking suspicion that the CSR started the conversation playing a bit dumb about the S3. I was very clear, I had one TV, but needed two cable cards for the S3. She said that since I only had one TV, I only needed one card. Then I explained the whole dual tuner concept and then she said she did not think that the TiVo would work with TW and that I might need their digital box.

I just wonder if they are told to spread this kind of FUD.

So I told her that I knew it would work just fine, it's a cable card device, supported by FCC mandates, etc. The conversation cleared up very quickly. My installation is next week, cards are $1.75 each per month.

Now I do really hope the cable card installation goes cleanly. I know it should, but I've read the horror stories. I was really only going to get basic cable, and avoid the cable card mess altogether. But they are running a special for those leaving satellite, pricing digital cable at $40/month for the first year. We'll see.

[cdp1276]

This is the second time in a week that I've had failed cards from Time Warner, Manhattan South, Digital.

What's weird is that the the first and second set of cards failed at the same time of the week: 1:37AM WED. I know this because I have "clipped" recordings that end at 1:37AM.

When they fail, the S3 goes into the endless reboot cycle. Removing the cards from the box stops the reboots.

TEMPORARY FIX:
With BOTH CARDS REMOVED, redo the guided setup for ANTENNA ONLY, shut down, re-insert cards the redo the guided setup again for boh ANT and CABLE (takes over an hour). THE FIX ONLY WORKS TEMPORARILY - IT WILL FAIL AGAIN if you reboot the box!

Tivo say's they will replace the S3 if the third set of cards fails. I'm betting the third set will fail again at 1:37AM next Wednesday, right on schedule.

Any ideas or similar difficulties???


Yes, I'm aware of this and you need TiVo to replace your box.

[pmiranda]

I just called TW here in Houston today.
Now I do really hope the cable card installation goes cleanly.

I thought you could do self-install in Houston?

[20TIL6]

I thought you could do self-install in Houston?
Yes, I think you are right about that. But I had to open a TW account and start services fresh. I've been with DTV for many years, even before moving to Houston. This will be my first use of cable TV since I last had it in the mid 90's, I'm leaving DTV because of TiVo.

So they are going to have to send a tech out here anyway. I got free installation with their 'leaving satellite' promotion. Not much to install though, the house is completely pre-wired.

[pilott]

I think it may be time to condense some of this information, I'm sure I am not the only one having trouble finding an answer to my question:

I just got my CC installed last week in the Austin area. They sent out two tech's, and one of them had had some experience with the tivo apparently. Anyway, things seem to be okay, except that some of the channels (most notably TNTHD and Universal HD) only work with card 2. What do I need to check for on the diagnostic screen, and what do I need to tell TWC when I call them to try to resolve this issue?

Also, which channels should I expect to be missing due to sdv?

[Austin_Martin]

What do I need to check for on the diagnostic screen, and what do I need to tell TWC when I call them to try to resolve this issue?

Also, which channels should I expect to be missing due to sdv?

There is probably something wrong in your account information(unbalanced between the two cable cards). It will be hit or miss with phoning customer service. And they'll probably make you reboot the machine and re-initialize the cablecards a few times before they believe you.

As for the second question, I believe that you will be missing some digital simulcast stations, the west coast feeds of movie channels(if you have those packages), and it appears that A&EHD, and MTVHD are sdv, although that's not what their own info page says.

If I get the energy I'm going to write a letter threatening legal action because their own page says:

Access analog, digital cable, HDTV and premium cable channels like HBO, Cinemax and more - without a digital set-top box.

on the page at:

http://www.timewarnercable.com/austin/products/cablecard.html

but I really hate writing letters......

[jeni1888]

I know everyone hates messages like this but if you guys could help me I'd be extremely grateful. I am currently a DirecTV/TiVo user but am moving to an apartment that doesn't allow DirecTV and I'm really frightened of the Time Warner DVR, so wanted to know about getting TiVo instead.

1. Tivo site says you can record two shows at once but one has to be basic cable and the other digital cable. Is that true?
2. Can you record two shows at once and watch a third from your list?
Is the integration pretty good between TWC and TiVo?
3. Finally, what do you have to do to get the TiVo installed? I've read a lot on here about CableCards but unfortunately have no idea what they are :confused: .

If there are any patient people out there that would be willing to help me I'd be extremely grateful. Thanks.

[BruceShultes]

1. Not true. As long as you have two cable cards installed, you can record any two channels at the same time. They can be any combination of basic cable, digital cable or OTA, unless the cable company is transmitting that channel using Switched Digital Video.

2. Yes.

3. When you receive your S3, call your cable company and ask for the cable cards.

Some cable companies allow you to pick up the cable cards at their local office. Most insist on scheduling a visit to install them. If they try to convince you that the S3 is not a supported device, tell them that it has been certified by CableLabs.

Assuming that you already have either cable service or an antenna, perform Guided Setup before the cable company guy arrives to install the cards.

[Tim N.]

I know everyone hates messages like this but if you guys could help me I'd be extremely grateful. I am currently a DirecTV/TiVo user but am moving to an apartment that doesn't allow DirecTV and I'm really frightened of the Time Warner DVR, so wanted to know about getting TiVo instead.

1. Tivo site says you can record two shows at once but one has to be basic cable and the other digital cable. Is that true?
2. Can you record two shows at once and watch a third from your list?
Is the integration pretty good between TWC and TiVo?
3. Finally, what do you have to do to get the TiVo installed? I've read a lot on here about CableCards but unfortunately have no idea what they are :confused: .

If there are any patient people out there that would be willing to help me I'd be extremely grateful. Thanks.
1. No, you can record any two shows, as long as you have two cablecards in the Series 3.
2. Yes, ... seamless
3. Buy the TIVO and activate it. Call TWC and schedule a Cablecard install. Tell them you require two cards. Make the CSR repeat the need for two CC's.
4. Hope the technician knows what he's doing, when he arrives. You will need to know how to run Guided Setup on the TIVO to get to the place where the cable cards are inserted and tested. You might run Guided setup from the cable before TWC arrives just so you know what screens will come up and how to answer some questions smoothly.

It is not hard, you will do fine.

[SoBayJake]

I know everyone hates messages like this but if you guys could help me I'd be extremely grateful. I am currently a DirecTV/TiVo user but am moving to an apartment that doesn't allow DirecTV and I'm really frightened of the Time Warner DVR, so wanted to know about getting TiVo instead.

If there are any patient people out there that would be willing to help me I'd be extremely grateful. Thanks.
When you say your apartment "doesn't allow DirecTV" what do you mean? Do you have a balcony/patio with the correct exposure to the section of the sky you need?

The apartment complex cannot prohibit you from installing a dish in an area you have *exclusive* control of (balcony/patio/etc...you can't use the roof). They can prevent you from installing it such that you would need to drill holes, etc.

If you have a balcony that faces north, then unfortunately, you might be out of luck.

[Teeps]

Obtained an appointment for cable card install to be done on 25Jan07; TimeWarner (Torrance,CA) C/S rep waived the install fee! How about that...

[Monty2_2001]

I got my S3 with TWC in the Dallas area hooked up, and I checked online billing and I see this:

STND RECEIVER W/REMOTE 01/11 TO 02/09 $ 4.78

I called in, talked to Billing, and now I have to speak to the Sales department which closes at 8pm. So I'll have to call tomorrow.

These guys seem so confused that you aren't renting from them. I hope I don't end up having to fight whoever I talk to tomorrow.

[hookbill]

I got my S3 with TWC in the Dallas area hooked up, and I checked online billing and I see this:

STND RECEIVER W/REMOTE 01/11 TO 02/09 $ 4.78

I called in, talked to Billing, and now I have to speak to the Sales department which closes at 8pm. So I'll have to call tomorrow.

These guys seem so confused that you aren't renting from them. I hope I don't end up having to fight whoever I talk to tomorrow.

CSR's are just not informed. I've asked many times to get them at least to understand what the S3 is in my area. I think I've had no success.

[jeni1888]

When you say your apartment "doesn't allow DirecTV" what do you mean? Do you have a balcony/patio with the correct exposure to the section of the sky you need?

I am going to be renting a condo and the condo association doesn't allow dishes. I'll ask once more but as long as I can have TiVo with two tuners I'm OK, unless you know of something that makes DirecTV superior to TWC, which I probably don't want to know since I can't do anything about it and it will just make me sad...

[hookbill]

I am going to be renting a condo and the condo association doesn't allow dishes. I'll ask once more but as long as I can have TiVo with two tuners I'm OK, unless you know of something that makes DirecTV superior to TWC, which I probably don't want to know since I can't do anything about it and it will just make me sad...

Someone correct me if I'm wrong but isn't there a law that protects your rights to have sat over cable?

[SoBayJake]

Someone correct me if I'm wrong but isn't there a law that protects your rights to have sat over cable?
Correct. Per the FCC, they cannot prevent you from installing a dish in an area which you have EXCLUSIVE control over (patio/balcony/etc). You can't mount it on the roof w/o permission, drill holes, etc. (holes, etc. could be allowed per condo association rules...but most likely not allowed in apartments, etc).

[madoverlord]

I am having huge problems with my time warner (se north-carolina) cablecards. The techs have been over to my house literally a half-dozen times - I know their kids birthdays now!

The symptom is simple: they come over, do their reset or whatever, do a lot of chatting with someone on the phone, and everything's OK. Then about 2 weeks later, I start losing channels, usually the HD ones. Lather, rinse, and repeat. Over and over again.

It's not the tech's fault. Something is wrong, and they don't have the resources to figure it out. But I don't know whose tushie needs a fire lit under it. Any help will be appreciated.

Other details:

One or both cards usually say WAITING FOR CP AUTH all the time.

Every couple of days the TiVo tells me I need one of the cards authorized.

Needless to say, it started messing up again last night, and I'm about to go out of town for a week and expect my poor TiVo to not have much recorded for me when I get back. And after going through the phone tree, I got "whups, too many people are calling us, call back later"

:mad: :mad: :mad:

[CrispyCritter]

I am having huge problems with my time warner (se north-carolina) cablecards. The techs have been over to my house literally a half-dozen times - I know their kids birthdays now!

The symptom is simple: they come over, do their reset or whatever, do a lot of chatting with someone on the phone, and everything's OK. Then about 2 weeks later, I start losing channels, usually the HD ones. Lather, rinse, and repeat. Over and over again.

It's not the tech's fault. Something is wrong, and they don't have the resources to figure it out. But I don't know whose tushie needs a fire lit under it. Any help will be appreciated.You might want to check what the requirements for getting a rebate of part of your monthly bill are; it sounds like you have lots of service interruptions! The conditions for rebates are different at each franchise authority, but the language in yours may allow you to get money back. That should quickly grab the attention of other parts of TW that may not be aware of the problems (the bean counters have great power!)

Firing off a complaint or discussing things with your local government franchising authority (address or phone number should appear on bills or statements of rates) may help long-term.

[pmiranda]

some of the channels (most notably TNTHD and Universal HD) only work with card 2. What do I need to check for on the diagnostic screen, and what do I need to tell TWC when I call them to try to resolve this issue?

Also, which channels should I expect to be missing due to sdv?

A&EHD and MTVHD are switched, and the sports pack will go switched next week (unfortunately I forgot to get a box and they're probably closed for MLK day (or a winter storm) monday). I think the west-coast premiums are also switched but I'm not subscribed so I can't tell for sure.

You should be able to get card 1 working over the phone, assuming your other digitals (ie 200-800) are already working on that card.
First ask them to make sure your account is balanced.
Make sure both cards say "CP AUTH RECEIVED" on the card status screen. If not, you need them to re-pair any cards that are "WAITING FOR CP AUTH".
If that's OK, check the EMM counts. If they're 0, ask them to send hits to that card. It should start working by the time they reach 30 or so. When they send the hit, the count should increment within a minute. You do have to exit the status screen and reenter to refresh the information.

Good luck! If you get a CSR that isn't helping, call back and try another.

[rudiger]

Just wanted to chime in on my install in the DFW area in Carrollton TX.

My install window was from 10 to 2 today, and the guy showed up at 10:30. It was a rainy day today and the guy took off his shoes before he enter my apartment.

The guy knew what he was doing because he had me up and running in 30 minutes. He told me that this was his fourth Cablecard install to a Series 3. Most of the time was spent waiting on the phone for the cable company to activate and pair the cards. When he was done, he put his shoes back on and left.

After that, I just reran the Guided Setup.

Now I am watching NFL playoffs in HD.

This was painless.

rudiger

[jsessler]

TWC in Southern California (Ontario, Fontana, Rancho Cucamonga, Upland, etc.) head-end.

SDV - I've been told that this head-end has lots of bandwidth so no SDV for the foreseeable future.

Had my install setup for last Monday. A TWC contract employee came to install the cable cards.

The contact employees only have access to the 1st tier dispatchers so the entire process involved the tech 2-way calling the dispatcher, repeating the pairing numbers over and over, and then the 1st tier had to relay them to someone else. Not the most efficient method of getting these setup.

Anyway, the tech said it would be 30-60 minutes before the channels switched on, and he decided to split. Big mistake... Never got the channels.

Called tech support twice, they couldn't fix it, and while I kept insisting that we re-check the paring information, they claimed everything was OK.

Called support the following day and asked that they send out a real TWC employee with CC experience. They setup a new appointment for Friday.

On Friday, two TWC people showed up, but they were again contract workers. Tried as they did, they couldn't get it to work. I made them stay for 2+ hours until they could either get a real TWC tech on-site that night, or no later than today (Saturday)... The dispatcher finally caved and setup a 10am call for Saturday.

Today (Saturday), I had two knowledgeable TWC employees at the door at 10am. They took a look at the TiVo CC screens, call directly to the 3rd tier dispatcher named "Steve", and double-checked the paring.

Steve found an issue with the paring info, corrected it, and sent down a CC-init command. The TiVo then displayed a 164 error for the CC cards, and after that all the channels appeared! Maybe a total of 15 minutes.

Moral of the story... Request a real TWC employee do the install and not a contract worker. And no matter what, don't let the tech leave until it works.

On a side note: I was a DirecTV subscriber and moved back to TWC because of all the new HD channels TWC has added in my area. So far, the picture quality looks much better than DirecTV's "HDLite" and it is nice to be back on the Series 3 stand-alone platform where there is a better chance of seeing all those great features.

[kawertz]

I need some help. I've been dealing with TWC Akron Ohio for the past 2 weeks and have a problem. Installer 1 spent 2 hours trying to get CC 1 working with no luck before he just gave up and rescheduled with dispatch for another day, specifically asking not to be the one on the follow up call. Installer 2 came out and we were able to get CC 1 working with out a problem all analog, digital, and HD channels were working great. When we did CC 2 all I got were the analog channels and the HD locals, all the subscribed channels were black. He left with CC 1 working and CC 2 not and rescheduled for the following monday. Installer 3 came out to try and fix the problem left by installer 2. He had the bright idea of trying to just through CC 1 into slot 2 and see if that would work. After this we had the same problem with it only receiving the analog and HD locals, no digital channels or HD tier. So he through the card back in slot 1. When he did the analog channels work as do the HD locals, but now the subscribed channels lock in for a second then they lockup and go black. He had the card "sent through warehouse" and reissued, but the card still does the same thing. CC 2 still doesn't work either.

When dispatch sends EMM/hits to CC1 the counter continues to climb. when they send them to CC2 the counter never goes past 2, and powerkey status will not change from waiting for EMMs.

What can I tell TWC to get them to fix this properly???

[Monty2_2001]

Update on my TWC weirdness with billing. I called back today and talked to sales.

I noticed the other day I had this:
01-11-07 01-11-07 STND RECEIVER W/REMOTE 01/11 TO 02/09 $ 4.78

on my bill.. So they said they'll do some inventory thing. Apparenly they won't take my word for it that I don't have an STB.

I also asked what this was on my bill:

01-11-07 01-11-07 ADVANCED SVCS CONVERTER 01/11 TO 02/09 $ 4.83

Apparently this is extra for it being an HDTV STB! It took me many times to explain that all I use are 2 cable cards with the Tivo, and none of their equipment besides those cards.

It's going to take 5 business days of inventory inspection to prove that I don't have any of their hardware. Unreal. They should ask the installer guy at least. I really hope they don't insist that I got this hardware. I mean that's $10 a month they're charging me for all this stuff I don't have! Insane!

[calalli]

kawertz,

I am with TWC Green/Portage Lakes and have the same issue with my cards. I did not realize the trouble until a couple of days after the install, now waiting on a call back from Tech support. If I get a fix I will be sure to let you know.

[bferrell]

FWIW, they can do it right, I have two S3's, and a 5th card in one of my TV's, and all I get are the charges for the 5 cablecards.

B

[minckster]

Has anyone with TWC-New York City been able to get their double or triple play (http://www.timewarnercable.com/nynj/products/cable/packagesandpricing.html) prices with CableCARDs instead of their box? Their bill itemizes the cable box for $6-$8/month (I don't remember the exact price), so I wanted to subtract that and add $3.50/month (http://www.timewarnercable.com/nynj/products/cable/cablecard.html) for the CableCARDs. The best I could do with customer service was to keep the box and add the CableCARDs on top of the package. That just doesn't seem right.

[crazywater]

TWC/Raleigh - installer was on time, knew exactly what/how to install the cards for a TiVo Series 3. He said he had done many in the past and thought that the TiVo Series 3 was a nice box (his words). However after 3 days no premium channels were accessible. Cards showed "CP Auth Received" but the decryption status kept going from "Ok" to "Not Ready". Called TWC and they came today, determined it was a problem outside the house and they corrected the issue. Everything seems to be working ok at this point.

[alyssa]

Acording to a supervisor at TW, they're out of cable cards in my area in New Hampshire.

[cramer]

Acording to a supervisor at TW, they're out of cable cards in my area in New Hampshire.TW/Raleigh is reportedly (http://www.wral.com/news/local/story/1170175/) out of STB's, too. Amazing that no one is even mentioning cableCARD(tm)... I doubt many of those new HDTV sets are missing a cableCARD(tm) slot. Of course, TW doesn't want people to even know about CC's, much less try to use one.

EDIT: At least the morning announcer was savy enough to suggest people use an antenna. (Hello, it's WRAL -- the first licensed HD broadcaster in the country.) [and on a side note, get an antenna anyway as TW's "HD" isn't, and they don't carry all the OTA stations -- no Smallville in HD!]

[is2scooby]

Oceanic Time Warner Cable Hawaii is out of cable cards at the moment also. The first gal I called at customer service/sales didn't even know what they were. Called back and got someone in the know.

[superbad2002]

Oceanic Time Warner Cable Hawaii is out of cable cards at the moment also. The first gal I called at customer service/sales didn't even know what they were. Called back and got someone in the know.
From here in Carlsbad, CA, I called the 800 number I got off their web site (it's national number, I believe, they have no local page for our area). They told me they were out of cards and would be for 2-3 months. I found this unbelievable.

So I went to my local office (you can't call it) and they set me up for a next day install. I got very lucky. The guy knew what he was doing and finished within 15 minutes (and he was a sub-contractor). Everything worked first time without a hitch. I did notice many of the same screens described here for successful installs. Needless to say, I was shocked and pleased.

He told me the office knows right away when someone asks for 2 cards it's a Tivo deal, and they send out the good guys. They've had too many 3-4 hour ordeals only to have to send someone else later. So at least one office seems to have learned.

Now we'll see if it holds up. :)

[jcfed]

Charlotte, NC install..... Tivo arrived this past Thursday and I ran through the pre setup etc. Install of cards scheduled for yesterday. I requested 2 cards and someone that has done tivo installs before. Customer service didn't have anyone experienced with tivo units but promised to send out someone that is experienced with cable cards. I called back just to confirm the appt etc and remind them I needed 2 cards. So yesterday I see a truck roll up and a total of 3 techs come out. 2 contractors and a salaried TWC employee.... They walk in and I hand them the tivo instructions and point them at it. They have 4 cable cards with them which I take as a good sign....
None of them have ever done a tivo install but they seem to be nice guys. I give them an extra copy of the cablecard installs for them to keep and sit back to watch the festivities.... They write down the card SNs and then pop BOTH of them in at the same time... I didn't say anything since I've read of success stories going this route.
Cable card2 pops up first so they call in to configure it etc and get a tech. they go through the process and then get disconnected. Card is sitting at please wait firmware upgrade in progress.... We wait 30 minutes for this and no change.
At this point I suggest that perhaps we should start over and do 1 card at a time... :)
So we pop in card 1 call dispatch and get it setup. When we call in the tech on the line doesn't see the card SN on their side so they re enter it and the card pops up and starts taking hits. 2 minutes later all the channels are working....
Cable card 2 goes in and Tivo info sits there and says "Card 2 not in normal operation" crap.... So we try the 3rd card they brought. same message. They call into dispatch and speak with the operator but no one knows what this message means. They confirmed SNs etc so that's not the problem. Tried the 4th card and same message.... At this point we're going on 1.5 hours... I'm hunting through the internet looking for solutions to this and can't really find anything concrete. We try rebooting the Tivo but that doesn't change anything.

Most interesting is that with this 2nd card in the machine we can't watch anything at all using the first card. As soon as we remove the non functioning card2 everything pops up and works just fine. So the techs are confused and can't figure it out and are out of cards. So they leave me with 1 working card and the 1 dead one which I continue to mess around with. I called tech support and spoke with them and confirmed that the SNs are recorded correctly etc. So it just appears that I got dumb luck with crappy cards.

The one guy reschedules with me for the next day to come back with more cards. so I'm sitting here working waiting for our next appt today between 8 and 12....

If anyone has any extra suggestions on correcting this please let me know. I'm hoping it's as easy as the guy walking in this morning popping in a card that works and I'm up and running...

[jcfed]

UPDATE: Same techs as yesterday showed up with 4 more cards. Put the first one in and it recognized the card. Called into TW and actually ended up getting the woman that did the cable card installs for all of panther's stadium. Took her a total of 5 minutes to set everything straight and I'm going through guided setup with 2 working cards now.

[BruceShultes]

UPDATE: Same techs as yesterday showed up with 4 more cards. Put the first one in and it recognized the card. Called into TW and actually ended up getting the woman that did the cable card installs for all of panther's stadium. Took her a total of 5 minutes to set everything straight and I'm going through guided setup with 2 working cards now.
In case you want to call your local TW and give them a suggestion for future installs, this is how we got mine to work after getting stuck on "please wait firmware update in progress".

We removed both cards and noticed that the manufacture date listed on the one that hung on the firmware update was older that the one that worked.

We then re-inserted the working card and replaced the other with a card that had the same manufacture date as the working one.

At that point everything started to work correctly on both cards.

It appears that some head-ends have problems performing the firmware update or there was a batch of cards that has problems receiving it. I suspect it is a problem with the head-end, since I believe the cable cards are essentially just flash memory.

[jcfed]

Further update. Interestingly enough the 2nd card receives EMMs and all that good stuff but the powerkey section states that it isn't getting any EMMs. Didn't seem to impact the install and I get all the channels so I'm not complaining.

[Fofer]

After many months of waiting, I finally got the S3, and the 60" Samsung DLP is on the way. :up: In the meantime I signed up for $199 lifetime TiVo Service. Then I tried to get the final piece of the puzzle: Cable Cards from Time Warner - Los Angeles (formerly Comcast.)

Okay, Time Warner says the Cable Cards are out of stock. :( In the meantime they tried to sell me on their dual-tuner DVR, but hey... those are out of stock too. :rolleyes:

I went down to the local office (based on superbad2002's advice above) but the CSR confirmed that the Cable Cards are out of stock... the only way to get them when they are in stock, would be via appointment. Just keep calling them, I guess?

Okay... so now I have to wait until they get Cable Cards in. The CSR's had no idea how long it would be, guessing "maybe two months?" This seems a bit crazy.

Oh well, something to look forward to. In the meantime I'll set it up with an OTA antenna. I'm a bit bewildered by this unexpected twist.

[Kablemodem]

Fofer, I am also getting the DVR and they didn't say anything about that being out of stock either. By the way, they are charging me $1.75 for the first card and around $5 for the second card.

[Fofer]

Different policies, lineups, prices (and equipment/inventory, I imagine) for each TW office.

I was told, as far as set top box choices go: there's a digital box, a single tuner HD DVR, and a dual tuner HD DVR. At the office all they had was the digital box, the lady was pushing one on me. Said they don't hand out the DVR's, those only come from installers. I left empty-handed.

The scheduled installer apparently will be bringing the single tuner DVR (no dual-tuners in stock, either.)

Of course, I want none of those, and just want two Cable Cards for my S3. When those Cards come in, I'm told the first one is free and the second is $6 or $7.

-shrug-

[Kablemodem]

She didn't say there were two versions of the HD DVR, but I don't really care as I'll still be using DirecTV until I get a second HDTV and S3 for my living room. I'll eventually move the cable DVR to a second bedroom.

[pilott]

Thanks to cableguy spending 15 minutes on the phone with me (after the 4th visit of people trying to figure out my problem) I now seem to be up and running. It turns out that none of the techs bothered verifying all the ids for both cards, and sure enough, the card that wasn't working had an incorrect number in their system and (for some reason) was missing 10 or so channels (that I watch).

It was not:
1. Old cablecard firmware/production run.
2. Bad slot one on my TiVo.

I am pretty happy now, no more empty recordings (which would make my tivo hang for 30 seconds or so if I tried to watch while it was still recording).

Now I just need to cross my fingers that they wont break any of the channels I care about with SDV.

[hdabe]

You never get the same answer twice when you speak with TWC CSR's. Three days I called TWC and asked about getting a Cable Card for a TIVO. The CSR told me they don't provide cable cards. I pressed him and asked him what if I was asking for a Cable Card compatible TV and not a TIVO, would he then have a Cable Card I could use? He said, no. TWC stopped providing Cable Cards. Hmmm.

I called back today and was told that they do provide cable cards, that the first one's free and the second one's $6.95/month, the technician could provide both in one trip, the visit is 16.95 (or something around that price, don't remember the exact amount). He also emphasized that they could not provide help or any troubleshooting if something were to go wrong since they don't have experience knowledge of TIVO's. The guy kept using the word liability but I think he just was trying to sound official.

Anyhow, the only thing that worries me, and this may sound somewhat paranoid, is the possibilty that TWC might do something to screw everyone who's got a S3. I imagine some engineer somewhere being instructed to send out some signal that screws up non-TWC receivers.

[Fofer]

I've called Time Warner twice now, and even went down to my TW local office. They claim that they while they are, in fact, offered... Time Warner Los Angeles is currently plum out of stock of Cable Cards, and that it might be a two month wait for them to get any more.

I just need to keep calling, waiting, and when they come in, make an appointment and a tech will deliver them.

:confused:

This seems... wrong. Folks will be buying S3 TiVos, only to discover after the fact, that their Cable Company will delay their enjoyment, for a very long time. Maybe even indefinitely?

So my new Series 3 TiVo sits and waits, recording OTA only.

[meatpuppetfactor]

After much deliberation, I finally ordered an S3 from costco online today. For obvious reasons, I was hoping to log onto this forum and read that Time Warner's supply of cable cards was going to get better, not worse!

My Time Warner backstory thus far:

- In early December I purchased an HD TV so figured it was time to update to some HD cable TV. Not being able to yet afford the Series 3, I stupidly requested a DVR from Time Warner. Big Mistake.

- On the 15th December, the guys come out to install the Time Warner DVR. First impressions: "Eh, what is this that outdated hunk of plastic crap you're carrying with you?" - "Ah, I see, that's my new DVR is it?". The Moxi DVR. I knew I made a mistake there and then, before they'd even plugged it in.

- So they plug it in and it sounds like an electrical generator warming up in my living room. But hey, let's see how this thing works, right?

- They can't get it working. The TV guide doesn't work. The on demand services don't work. What's more, Time Warner's people with Time Warner equipment can't get it to work. They inform me that they have no more DVRs in their van, I'll have to ring Time Warner to get another appointment scheduled.

- Great. So I'm left with a DVR that doesn't work. I can't even tell what station I'm watching unless I refer to a print-out. Obviously due to the lack of information, the DVR can't record anything. Sure, you can pause - you can rewind - but that's about the extent of it.

- What's more, had this box proved functional, they sent out a model that didn't have HDMI. Oh sure, they have models with HDMI out. But you have to specifically request that. Otherwise you get handed the second hand unit that looks like its been through a war or two.

- I rang Time Warner 3 times. Reported the issue. They'll pass on my information to the appropriate department and have them call me back within 24 hours. Nobody called me back. Not once. Nobody helped me schedule another appointment. Nothing. I've been too busy with my job to schedule another half day off work, so i've just let it lie for the past 3 weeks.

I plan on visiting the local office this afternoon as I can't deal with another series of phonecalls that go nowhere, but rest assured, I will be putting up one hell of a fight to get 2 cable cards installed into my series 3. I won't be taking no for an answer.

A warning to all - never opt for a Time Warner MOXI DVR. It's impossible to go from a TIVO to this. Really. It's junk. I realize that it's unfair to judge due to Time Warner's inability to make it work, but from what I've experienced thus far, I'm not impressed with either company.

Note to Moxi: You'd probably have a better name for yourself in the DVR department if Time Warner actually serviced newer units to customers, rather than damaged second hand goods.

I'll let you know how I get on...

[meatpuppetfactor]

well, I've just returned from the local Time Warner office here in Los Angeles. On explaining my previous post's problems to the lady behind the counter, she cancelled last month's fee on the Moxi DVR.

I now have an appointment scheduled for Feb 5th for their guy to come out, take away the Moxi and install 2 x Cable Cards in my Series 3. It's worth noting that just because this appointment has been made, it does not mean that they have cable cards in stock... she didn't look like she'd have known one way or the other so I figured, why ask? The appointment has been made.

The only reason I opted for Feb 5th as an installation date is because I only just ordered the Series 3 from costco today - with a 7-10 day delivery estimate, I wanted to be safe!

More to follow come Feb 5th. Will they have 2 x Cable Cards when they arrive? Will they know how to install them? Will they be able to get everything working? I'll let you know. One thing's for certain, the Moxi DVR will be gone - and so will the noise it generates.

[cableguy763]

Today when I got into the office my boss had a shiny new S3 waiting for me in our headend. I waited for the installer-which was me-to get it all hooked up so I could install the cable cards. I inserted the cable card into slot 1, got the host and cable card ID and entered it into the DNCS. Less than two minutes later I was getting all of my channels. Then, the blue screen popped up saying firmware update in progress. The update took ten minutes. I then popped card two in the slot and then entered all of its information into the DNCS. Two minutes later all of my channels appeared. Then, just like the first card it had to do a firmware update. This one took about 15 minutes to do the upgrade. I now have a perfectly operating S3, and I could not have been happier with the installer. Let's give this thing the pepsi challenge with the 8300HD I have sitting next to it.

[cramer]

Note to Moxi: You'd probably have a better name for yourself in the DVR department if Time Warner actually serviced newer units to customers, rather than damaged second hand goods.But if TW were to hand out new boxes, they have to buy a bunch of new ones instead of pushing the **** that's already been paid for 19 times.

[Teeps]

I only just ordered the Series 3 from costco today - with a 7-10 day delivery estimate, I wanted to be safe!




Just so you know; your new S-3 will be delivered in the retail box with a shipping label affixed. My wife said she had to sign for the box; so make sure someone is home to receive the package!

[meatpuppetfactor]

Just so you know; your new S-3 will be delivered in the retail box with a shipping label affixed. My wife said she had to sign for the box; so make sure someone is home to receive the package!

thanks for that! i'm getting it delivered to my office, so someone will be on hand to sign for it... i'm just nervous about getting it up and running. if you spend any time reading these forums, you become gripped by fear...

...but it's the same for everything. people who have a good experience have little need to seek out internet forums, let alone post on them.

[Teeps]

thanks for that! i'm getting it delivered to my office, so someone will be on hand to sign for it... i'm just nervous about getting it up and running. if you spend any time reading these forums, you become gripped by fear...

...but it's the same for everything. people who have a good experience have little need to seek out internet forums, let alone post on them.


For what it's worth I had mine, out of the box, up and running in less than 30 minutes. Including setting up the wireless connection and contacting TiVo for programming data.
Have yet to look at the instructions, for anything more than setting up the remote.

Waiting for cable cards on the 25th for final setup.

[Starlamae]

I am in Southern California and have been a Tivo user for about 8 years. I just recently got my S3 and have had either the worst technicians or the worst luck ever imagineable on this project.

My main problem is, after 5 different visits and 6 different techs, that they can get any of the channels above 99 to work except 419 which is UHD. I have a basic plan with the HD channels and the sports package.

Now they are trying to tell me that my Tivo is bad (which after about a month of this I'm starting to wonder...).

Has anyone else had this problem?

I've run the instructions like it's said and the Auth's have come through, but to no avail.

Currently I only have one card in the system as they took all the others back and like the rest only 419 is functional above 99.

Can anyone show me some LOVE out there?????

[Meatball]

Alright, you all got me worried now. I currently have 2 S2 Tivo's working fine connected to DirecTV.

I'm moving up to North Carolina, south of charlotte and I'm reading all these posts about "Cards" and such with Time Warner Cable up there. I've already scheduled the TW techs to come on site the day after I move up there with 3 Analog and one HD box. Am I in for trouble?

Here's some questions...

1) Will Tivo even work with the HD box or will I have to connect them to one of the Analog boxes?

2) If I can hook it up to the HD box, will I need to jump through hoops to get this stuff to work like having HD signal right into the TV and Analog into TV?

What am I getting myself into? Any suggestions?

[dsol]

I am currently a DirecTV subscriber, bought an S3 and am ready to switch to TWC. Unfortunately, I wasn't up to speed on what I needed to do when setting up the installation. So my install date is set for this Sat 1/26 but I didn't request cable cards. I just called to request the cards and they told me their system would not permit them to just add the cards - they would need to cancel my current appointment and set up a new one in approx two weeks.

The CSR recommended that I keep the current appointment and take the box to the cable store and exchange it for the cable cards. According to her, it's a simple set-up - just insert the cards and it should work, but that doesn't sound like the case here. She also said she would make a note that I had requested the cards but I would probably need to get them myself - and could only do so AFTER the installation.

Is it crazy to expect that I can pick them up after the installation and have everything go smoothly? Or do I really need to wait yet another two weeks to get the right installation?

[Kablemodem]

My install is tomorrow so I can't speak from experence, but from what I have read you are better off installing the cards yourself and properly following the directions than having an impatient installer do it and screwing everything up. I am also switching from DirecTV to TWC.

[ojayrn]

I am in Southern California and have been a Tivo user for about 8 years. I just recently got my S3 and have had either the worst technicians or the worst luck ever imagineable on this project.

My main problem is, after 5 different visits and 6 different techs, that they can get any of the channels above 99 to work except 419 which is UHD. I have a basic plan with the HD channels and the sports package.

Now they are trying to tell me that my Tivo is bad (which after about a month of this I'm starting to wonder...).

Has anyone else had this problem?

I've run the instructions like it's said and the Auth's have come through, but to no avail.

Currently I only have one card in the system as they took all the others back and like the rest only 419 is functional above 99.

Can anyone show me some LOVE out there?????

oh crap, it's funny you mention this. i was going to go order a cable card for my s3 because TW's hd box will not allow me to receive any channels over 99 except for the local hd! i have the digital plus hd tier. i should be able to receive tnthd, espnhd, discoveryhd and fswhd (also other digital channels) with this package. i even exchanged the box for another, but still the same problem. they tried sending a tech over to fix it, but he had no clue what the issue is, so i said maybe i'll try the cable card route....but i guess that's not gonna work either after hearing your story. i live in chino, ca btw.

[minckster]

oh crap, it's funny you mention this. i was going to go order a cable card for my s3 because TW's hd box will not allow me to receive any channels over 99 except for the local hd! i have the digital plus hd tier. i should be able to receive tnthd, espnhd, discoveryhd and fswhd (also other digital channels) with this package. i even exchanged the box for another, but still the same problem. they tried sending a tech over to fix it, but he had no clue what the issue is, so i said maybe i'll try the cable card route....but i guess that's not gonna work either after hearing your story. i live in chino, ca btw. Oh my! Do you have the output from a cable box going into the S3? You cannot use the S3 with a cable box. If you want to subscribe to cable, you must use CableCARDs, which work without problem for most people.

I suggest you read the "Series3 FAQ - Review - Photos" atop this forum, especially the FAQs between, "What sources can the S3 be used with?" and "How many CableCARDs are required for digital cable?"

[ojayrn]

Oh my! Do you have the output from a cable box going into the S3? You cannot use the S3 with a cable box. If you want to subscribe to cable, you must use CableCARDs, which work without problem for most people.

I suggest you read the "Series3 FAQ - Review - Photos" atop this forum, especially the FAQs between, "What sources can the S3 be used with?" and "How many CableCARDs are required for digital cable?"

no, i know how to connect a cable card with an s3 and the cable company. my problem is whether i use an hd cable box from TW OR TW cablecards, i don't get channels above 99 except for the local hd. (installer just left a few minutes ago scratching his head as to why it won't work) now since i have the hd tier, i should also be recieving tnthd, espnhd, etc. i don't even get the other digital channels.

the installer said he will have to see if others around my block have the same issue. it has to be something on TW's end since i returned 3 of their hd boxes trying to figure this out a couple months ago having the same prob. it can't be the signal in my house since the installer verified all signals were excellent.

[BruceShultes]

no, i know how to connect a cable card with an s3 and the cable company. my problem is whether i use an hd cable box from TW OR TW cablecards, i don't get channels above 99 except for the local hd. (installer just left a few minutes ago scratching his head as to why it won't work) now since i have the hd tier, i should also be recieving tnthd, espnhd, etc. i don't even get the other digital channels.

the installer said he will have to see if others around my block have the same issue. it has to be something on TW's end since i returned 3 of their hd boxes trying to figure this out a couple months ago having the same prob. it can't be the signal in my house since the installer verified all signals were excellent.

Since you had the same problem with a HD cable box, there is probably something set up wrong on your account with TW.

Assuming your local TW is anything like mine, to receive anything above 99 except for the local HD, you need to have both their Digital Package and their HD package.

I would call TW and ask them to make sure that all the packages are shown as active on your account.

When I first had the cable cards installed in the S3, I was having similar problems, in spite of the fact that all of the channels above 99 were still coming in on my HD cable box. Apparently TW needed to activate the additional on the setting in my account for the cable cards as well. I few minutes after I finished the call, they all started to come in on the S3.

[loonyboi]

Boy what a day I've been having.

My cable cards, which had worked fine for about a month, stopped working the other night. I can't get anything other than local channels (but at least I get them in HD!). I can't even get basic cable channels like CNN. (I do get SciFi at least).

This morning a tech showed up. He called in, they re-ran authorization and it didn't do anything. Somehow they sent this guy out without any replacement cablecards, so he had to call dispatch to send someone over with them. At least they sent over a supervisor, so at least I had someone who had some idea what he was doing. They swapped out the cards, but nope, still no luck.

They then checked the signal (no problems) and then said it was an IT issue, and that their IT department would be contacting me.

Not trusting Time Warner for a second (many years of service have made me a bitter man), I called their support line and got the runaround a few times. Everyone I spoke with there said that IT doesn't actually contact customers, so if I was going to wait for them to contact me, it would be a very long wait indeed.

I finally got a supervisor who was willing to deal with me. She called IT (who reiterated that they don't talk to customers, just techs on-site), then dispatch. It now looks like dispatch is going to be sending someone else out here, who will contact IT while on-site. But I don't know that for certain yet.

Yeesh. What a pain. I swear, I hate Time Warner. Everything is like pulling teeth with them.

[abredt]

My install is tomorrow so I can't speak from experence, but from what I have read you are better off installing the cards yourself and properly following the directions than having an impatient installer do it and screwing everything up. I am also switching from DirecTV to TWC.

Been there,...

I'm in Northridge and TW West Valley phone people were not able to authorize them. They said they were doing it, but it never was correct - I tried several times with different phone calls.

The tech guy who came and did them siad it's a different department. He called the dispatcher to get it done.

CB