A few missing channels...

[bicker]

I'm in the middle of my install here. The first CableCard looks fine. The second CableCard is not bringing in several random channels (40, 41, 839, etc.) Any ideas what this could be?

Actually, both are having problems. I suppose this is the dreaded missing channels bug. This is very bad.

[Myphsto]

I have the same problem with TWC on my initial cable card install. Both cards were missing channels and my tivo was acting very strange overall.

Here is what I did over 3 days working with TWC to fix it.

FYI cable cards can only be "married" to hardware once and they have to go back to the warehouse to be reset. SO, if somebody didn't provision them correctly they have to be replaced even if they are not bad. So here is what I did.

(this is after the tech went through many many 3rd level people)

-Have your cable company send somebody out with at least 3 new cards (incase there is a bad one in the bunch)

-Have the cable tech tell the provisoner to "remove the old cable cards from your account and reset your account like nothing ever was on the account". Basically clean the slate of all programming.

-Insert the 1st cable card into your tivo AND DO NOTHING!!!! Wait, for tivos sake WAIT don't touch anything. The cable card will automatically bring up the card ID screen that gives the host ID and cable card ID when it's good and ready. This might take a long time because the card might need a firmware upgrade first. If you take the card out during the upgrade you will kill the card.

-Once you see the cable card ID screen, the cable tech (or you) can call and have the 1st card provisioned. While the provisioner is on the phone wait until they are done and check ALL of the channels on the first cable card.

-Insert the 2nd card-- and again WAIT, do nothing until the host ID screen comes up on it's own, have them provision the second card and again test all of the channels while they are still on the phone.

If a card doesn't bring up the host ID screen on it's own after 10-15min then it's bad, have the tech try another one.

Hope this helps, I'm very happy now that I've gone through this. I had the exact same problem, totally random channels not working and nobody could figure it out on the cable company side. Basically the old programming on my account didn't jive with the new cable cards, once it was cleared out and I had the provision new cards all was well.

If you read the cable installer instructions to the letter-- tivo does mention to WAIT for the screen to come up automatically. My first install didn't wait, just went directly to the configure screen which I'm sure was part of the problem.

[hookbill]

I have the same problem with TWC on my initial cable card install. Both cards were missing channels and my tivo was acting very strange overall.

Here is what I did over 3 days working with TWC to fix it.

FYI cable cards can only be "married" to hardware once and they have to go back to the warehouse to be reset. SO, if somebody didn't provision them correctly they have to be replaced even if they are not bad. So here is what I did.

(this is after the tech went through many many 3rd level people)

-Have your cable company send somebody out with at least 3 new cards (incase there is a bad one in the bunch)

-Have the cable tech tell the provisoner to "remove the old cable cards from your account and reset your account like nothing ever was on the account". Basically clean the slate of all programming.

-Insert the 1st cable card into your tivo AND DO NOTHING!!!! Wait, for tivos sake WAIT don't touch anything. The cable card will automatically bring up the card ID screen that gives the host ID and cable card ID when it's good and ready. This might take a long time because the card might need a firmware upgrade first. If you take the card out during the upgrade you will kill the card.

-Once you see the cable card ID screen, the cable tech (or you) can call and have the 1st card provisioned. While the provisioner is on the phone wait until they are done and check ALL of the channels on the first cable card.

-Insert the 2nd card-- and again WAIT, do nothing until the host ID screen comes up on it's own, have them provision the second card and again test all of the channels while they are still on the phone.

If a card doesn't bring up the host ID screen on it's own after 10-15min then it's bad, have the tech try another one.

Hope this helps, I'm very happy now that I've gone through this. I had the exact same problem, totally random channels not working and nobody could figure it out on the cable company side. Basically the old programming on my account didn't jive with the new cable cards, once it was cleared out and I had the provision new cards all was well.

If you read the cable installer instructions to the letter-- tivo does mention to WAIT for the screen to come up automatically. My first install didn't wait, just went directly to the configure screen which I'm sure was part of the problem.

I guess I was lucky because I thought you were suppose to go to the config screen. Did it right after card 1, no problem, however we did have a problem with card 2. I can't remember the message but it didn't recognize the card. We decided to wait a few minutes, used the same card and then went to config screen. It worked.

Your right, the instructions tell you the config screen will come up on its own.

[bicker]

How do you get the cable company to listen to you -- to do what you tell them to do?

----

UPDATED:

In the end, they were very nice about it -- very helpful; much nicer than TiVo's tech support was. Comcast was still unable to fix it, but it happened to resolve itself finally this morning.

[Myphsto]

After helping a few of my friends work through some S3 cable card install issues, it seems the largest reason for missing channels is pre-mature install of the 2nd card. The 1st card really has to be 100% working and tested with all channels before the 2nd card is even attempted due to firmware updates and such that can happen during the install of the 1st card.


As for how I got the cable company to listen to me, I did the only thing I could do. Since TWC demands a truck roll for just about everything including when they don't need it, I insisted that the installer STAY at my house with me until the problem was resolved. This makes them very unhappy since the installer often has several jobs to get to that day, and causes their dispatchers much pain. After a full day of them missing all of the installers jobs they were very interested in getting this fixed ASAP.

(sucks but this is how to do it)
1. Work from home or take the day off
2. Schedule the earliest appointment you can
3. DEMAND the installer stay no matter what until the problem is fixed, make sure to not let them leave until both cards have been tested with every-single-channel

If something goes wrong, they will be pretty interested in fixing it after 1/2 the day goes by, not to mention the installer will be getting a bit hungry by then.


Hope this helps!