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Old 09-24-2006, 02:21 PM   #61
nyjklein
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Quote:
Originally Posted by nyjklein
I had a really bad experience with Cablevision of Hudson County last Saturday.

Very frustrating.

Jeff
Well, my second experience went MUCH better. The Sr Technician they sent had already done an S3 install. Dispatch was very helpful and nice. She also had some instructions now on how to complete the configuration properly. It still took a bit of time to finish. But both cards are fully functional. Both have CP Auth Received. And both can decode all channels.

Thanks to Cablevision for turning this around quickly.

Jeff
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Old 09-24-2006, 05:29 PM   #62
juancho
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Quote:
Originally Posted by rothsss
I hope Cablevision will send me the same guy that installs your Series 3. I am in Greenwich too. Install scheduled for Sep 30th.

I am also located in Greenwich. Scheduled for installation on tuesday. Will post results.
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Old 09-25-2006, 11:48 AM   #63
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I live in Brooklyn, NY, my 2 cablecard installation went fairly well on Saturday, one of the 2 cards they first tried were defective, and then the cards did a firmware update for about 20 minutes. They called in the info and it took about 20 minutes to activate, smooth sailing after that, love my S3 tivo!
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Old 09-25-2006, 01:39 PM   #64
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installer is here - questions!!

"No Application PresentPrepare to Download"

This comes up on a black screen with a grey border that says This screen is displayed on behalf of your cable provider. the only option is Press CLEAR to Exit. Other than that, nothing appears to be happening.

I'm working with Cablevision in Morris County. Any ideas how I can get this install working?

I've heard people saying it takes up to 20 mins for the Cablecard to recognize properly. Anyone know whats goin on here?
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Old 09-25-2006, 03:21 PM   #65
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I Live in Matawan, NJ and my cablecard install also went smoothly but the cablecards will not Authorize.

I've worked with a Tech and his supervisor but they both were clueless and say the problem is with the Tivo.

The problem is that I can get some but not all of my Premium. channels but all premium. HD channels come in loud and clear.

They report they un-paried the cards from the Host-ID then re-paired the card to the Host-id but still missing channels.

So for now I can record via both cards as long as I don't attempt to record any SD Premium Channels.


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Old 09-25-2006, 03:30 PM   #66
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mllacey - I have the exact same problem.

Cablevision tech is at my home in CT now. Will let you know what, if anything, they do to correct.

Other installs in my area have gone in without incident.

My wife reports he is currently looking at the splice in the basement. Update - that went nowhere.

Now on the phone with home-base, trying to get the cards authorized.

Last edited by jmkirk : 09-25-2006 at 04:07 PM.
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Old 09-25-2006, 03:52 PM   #67
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I am in northern NJ (Cablevision Ramapo).

Got the cable cards installed. No problems or questions. The installer had not seen a Tivo but was VERY helpful. I even gave him the CC instructions from Tivo. He said he will copy it and hand it out to the other installers.

Any way I checked Network HD channels - working, HBO HD - working, checked CMAX HD working, checked out some of the HBO SD channels - all working. So the installer left. Then I re-ran the guided setup and started going thru the channels in more detail and I am finding I am missing a few SD premium channels. (The Cable Co screen comes up with their number to authorize).

I called up tech supporr and they updated the firmware on the CC over the wire. That took half an hour. They said they would call me back, but of course no call was received. Still missing a smattering of channels. I need to call them again.

Any ideas on why SOME channels are missing and SOME are there????
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Old 09-25-2006, 04:05 PM   #68
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I tried contacting the number listed on the screen but they report they do not support Tivo's and Transferred me directly to the Tivo Support 800 Number.

What disturbs me that I've spoken with four different "CableCard" specialist at Cablevison and none of them seem to know more that what I know.
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Old 09-25-2006, 04:29 PM   #69
propermodulation
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Quote:
Originally Posted by mllacey
I tried contacting the number listed on the screen but they report they do not support Tivo's and Transferred me directly to the Tivo Support 800 Number.

What disturbs me that I've spoken with four different "CableCard" specialist at Cablevison and none of them seem to know more that what I know.
The number listed is the Cable Company, so they won't "support" Tivo's. The screen is actually passed thru from the CableCard.
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Old 09-25-2006, 05:29 PM   #70
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Quote:
Originally Posted by propermodulation
The number listed is the Cable Company, so they won't "support" Tivo's. The screen is actually passed thru from the CableCard.

I understand that Cablevision does not provide "Support" for my Tivo but I expected them to at least provide the necessary support to Activate the Cablecard when called upon. Also note that when the Cablecard is not Authorized fully you will get the "Call to activate" message.
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Old 09-25-2006, 07:02 PM   #71
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Here is my running commentary of my install by Cablevision this afternoon. All in all I had a positive experience:

" Ok, this is his first install of a tivo. Unfortunately, he was not informed by his office that this is a tivo install. I gave him all my printed material so he can read up before starting. He did take a few minutes to read it. I will keep a running update going.

> > > > First update: So far so good. He read the directions and seems to be
knowledgeable about what he needs to do. We are activating the first
card now with Cablevision via a phone call.

> > > Second update: Still waiting on Cablevision to respond that first card
is activated. My installer said that it takes extra time because
Cablevision has to call Tivo and Sharp(my LCD manufacturer) to bind
eveverything together. Is this true? I remain skeptical on that issue.

> > Third update: Cable Card 1 activated and encrypted channels checked.
Everything is working fine. Installed card #2 and cable guy is on the phone waiting for activation of that card. All the activiation people seem to know exactly what is going on and handle their jobs professionally. I am not sure why the first
activation person wanted the model of my tv though. Seems like an odd question.

> Fourth update: Still waiting on card #2 activation. Cablevision on
the phone said she is waiting on something. My cable guy is a bit
concerned because he has another job to get to before 2pm.
Interestingly, this card displayed that it was getting a firmware
update, while the first card did not say anything like that. So far
things are smooth but a bit time consuming. The tivo went through a few screens while doing the firmware update. At one point it brought me to the beginning of guided setup where you input your zip code. I
just let it sit and it went back to the cable card information screen on its own.

Fifth update: Still waiting on card #2 activation. I believe they
are redoing the activation because the tivo is going through the
screens again as I described above. This wait cannot be good for
Cablevisions bottom line. They need to streamline this.

Just as I was about to post this, the Cablevision activation person
confirmed activation. I went through the channels with my cable guy
and it is all working great. I gave him all my printed material for
tivo installs so that he would have it for future reference."

All in all, the install went well. Btw, my cable guy is an
enthusiastic cable employee. He says they get great benefits and are
paid fairly well. He stated that Cablevision is a great company to
work for.
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Old 09-26-2006, 09:16 AM   #72
propermodulation
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Quote:
Originally Posted by mllacey
I understand that Cablevision does not provide "Support" for my Tivo but I expected them to at least provide the necessary support to Activate the Cablecard when called upon. Also note that when the Cablecard is not Authorized fully you will get the "Call to activate" message.
You are correct, but it's about playing the game. When you talk to Cablevision talk about getting the Cablecard to work and NOT about getting the Tivo to work.

i.e. Hi Mr. Cable telephone support guy, I am having a problem with my newly installed Cablecard. The Cablecard show the following error. . .
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Old 09-26-2006, 09:19 AM   #73
propermodulation
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Quote:
Originally Posted by Norgoth
> > > Second update: Still waiting on Cablevision to respond that first card
is activated. My installer said that it takes extra time because
Cablevision has to call Tivo and Sharp(my LCD manufacturer) to bind
eveverything together. Is this true? I remain skeptical on that issue.
This is complete BS. I can't even believe he said it to you. It's scary out there!

p.s. any idea of what brand of Cablecard they gave you?
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Old 09-26-2006, 11:17 AM   #74
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Has anyone out there come across a FAQ for Troubleshooting cablecard problems ?
We really need to know the "right" questions to ask so we don't get the run around when our cablecards are not working as expected .
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Old 09-26-2006, 12:18 PM   #75
MikePeekskill
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Cablevision cablecard - one not working

Hi:

I had the Cablevision guy over last week and again on Saturday. One of the cablecards is fine. All channels. The second doesn't work -- "Waiting for Auth" blah blah blah.

The second guy comes and swaps out the 2nd card and it seems to connect and get authorization. However all channels (except broadcast) are pixelated.

What was funny was initially cablecard 2 didn't work. He changed the card, got authorization, and suddenly cablecard 1 stopped working, but cablecard 2 was working fine.

Any ideas on this one before I call the tech back in?

Thanks.
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Old 09-26-2006, 12:33 PM   #76
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I'd call Cablevision again and schedule another visit. In the meantime you can try to work with them on the phone to re-authorize.

I am now on third tech visit for CableCards.

My second intaller was unable to fix my auth problem yesterday. He is back today with new cards, and has been working on it for two hours. At least he has not given up yet.

I sincerely hope he gets the right combination of cards / support from the home-office to get it done.

Not looking forward to breaking in a new tech.
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Old 09-26-2006, 12:49 PM   #77
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For everyone needing a second (or further) truck-roll to repair and/or replace the Cable Card due to problems from the initial installation: Is Cablevison charging you for the follow-up visit?
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Old 09-26-2006, 01:02 PM   #78
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No charge on follow-up.

I was told only the first truck-roll would be charged since the original CC hardware or install was flawed.

-> Update after third truck- roll.

New cards were installed (second set) and wife reports all channels working. Will check later tonight and repost if problem.

Last edited by jmkirk : 09-26-2006 at 03:16 PM.
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Old 09-27-2006, 02:02 PM   #79
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Analog only with Cablecard?

I'm in the process of having a cablevision (monmouth NJ) install my cablecards. The cards activated without a problem, but I'm only receiving the 2 analog channels. We're still trying to figure it out....make sure they follow the tivo directions to the T.
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Old 09-27-2006, 03:42 PM   #80
Kshacknj
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My total experience

The Phone Call:
Me: I simply asked to order 2 cable cards from cablevision.
Cablevision: They went on, saying you wont be able to do on demand etc
Me: I dont care, just have someone give me two cards
Cablevision: Ok fine, what TV is this going in
Me: Its not a TV its a box (a Tivo Box)
Cablevision: Is it a scientific atlantic or sony cable box
Me: No its a Tivo Box
Cablevision: We do not support any other boxes other than scientific atlantic boxes or sony cable boxes
Me: Im not asking for support im asking for two cable cards.
Cablevision: Ok hold on let me switch you to someone higher up
Me: Waiting on hold listening to porno type of music, bored out of my mind
Cablevision: Ok I talked to someone next to me and they herd of this Tivo, we will have someone come Tuesday.
Me: Ok thanks

Tuesday:
Cablevision Guy: Ok wheres the TV that this cable card is going In?
Me: Its not a TV its a Box, a Tivo Box
Cablevision Guy: looks at the one page instructions on how to install the cablecard and says "You are about to make the biggest mistake of your life right here"
Me: What do you mean?
Cablevision Guy: These cable cards have a 95% failure rate, we have all kinds of issues with them
Me: Ok well put it in anyways, if it doesn't work in 30 days ill return it no big deal, not the end of the world, I'll still keep the crappy scientific atlantic hd3000 for a month just in case.
Cablevision guy: I guarantee you will have me back here trying to fix these cards
Me: Ok well put them in and ill find that out for myself.
CableVision Guy takes the old scientific atlantic box out (in a very mean way) and scraps my new wood TV stand with the bottom of the box.
Me: Watch the F**** out you just F*****ed up my furniture which I just bought last month.
Cablevision Guy: That wasn't me
Me: I just saw you do it!! Why are messing with the Scientific Atlantic Box when I need 2 cable cards in the Tivo which was on the floor.
Cablevision Guy: Im sorry, im testing your digital signal str with this meter.
Me:Ok well how does it look?
Cablevision Guy: Not good, not good at all. Let me see where your cable comes in.
I show him where it comes in
Cablevision Guy: your cable is split 2 times before it hits the box. For cable cards to work correctly it can only be split once before it hits the tivo.
Me: ok fine make it one then.
Cablevision Guy looks like he didn't want to hear that and makes it one split before it hits the tivo
Cablevision Guy: For this to work you cant have the scientific atlantic box + tivo on at the same time.
ME: Ok fine ill just unhook the scientific atlantic box from the cable and watch the old dvr stuff on it and turn it in when im done.
Cablevision guy looked like he didn't want to hear that either and looks frustrated trying to figure out how to set the tivo up
I look at the instrutions and basically told him what to do step by step since he couldn't figure it out (even tho its simple as mudd).
We get everything installed and he calls in to cablevision to give them information of the cards + tivo Mac addresses etc and starts to leave. On his way out he says
Cablevision Guy: The channels will start working in about 1 hour. It takes awhile for this to work.
I wanted him to stay just to make sure it worked, but the other part of me wanted him to leave because he was useless and screwed up my furniture so I let him go

After Cablevision left:
I waited about 1 hour and noticed I had all the channels showing up except for the HD Premium channels Like HBO HD, Showtime HD etc... but all the regular HD channels where shoing up like ABC HD, NBC HD etc. So I decided to wait another hour or so to see if I get them. I waited another hour and same thing... So I waited one more hour just to see.. Again same issue, so I call cablevision because I figured it was on there end.

The Last Phone call:
Called support waited for 15 mins till I talked to someone and listened to more fantastic porno music while waiting.
Cablevision Tech: Hello how can I help you
Me: I just had a cablevision guy come today to install 2 cablecards and im receiving all of my channels except for the premium HD channels from like HBO HD, Showtime HD etc.
Cablevision Tech: ok hold on let me look up your records..... Ok found it, what kind of TV do you have?
Me: I have a sony TV, but the cards are in the tivo box.
Cablevision Tech: Ok np, whats the model number of your TV.
Im getting angry because I didn't feel like dealing with this again
Me: This has nothing to do with the TV it has to do with the cablecards you guys installed today into my Tivo.
Cablevision Tech: Ok well, what ill do it send some information to the cards to fix it.
Me: ok sounds great.
Cablevision Tech: You must turn off your box and turn it back on.
Im looking at the Tivo remote to turn it off and apparently there is no turn off for the tivo box, it just turns the tv off that I can see
I then look at the actual Tivo box and theres no on or off button
Me: I don't see a on or off button anywhere on my tivo remote or box.
Cablevision Tech:Theres one on there, there has to be.
Me: I can reset it or unplug it, but theres no on or off for the actual Tivo.
Cablevision Tech: I have one right here in front of me, theres a on/off button right on the scientific atlantic box.
Im getting even more angry
Me: Can I ask you a quick question?
Cablevision Tech: Sure
Me: Im talking about the two cable cards I just had installed today in my Tivo Box. Why the hell are you talking about my scientific atlantic box? Have you ever herd of anyone installing two cable cards into a scientific atlantic box? I bet not.
Cablevision Tech: We do not support Tivo boxes.
Me: Im not asking for support for the Tivo Box, im asking for suport for the cable cards which you installed today.
Cablevision Tech is starting to have a major attitude with me
Cablevision Tech: I have to send you to someone else, you and I aren't seeing eye to eye.
Me: ok fine, give me someone with a brain please.
Cablevision Tech puts me on hold
As im on hold loving the music again, I notice that 100% of my channels are working
Cablevision Tech: ok all of the other techs are busy can we call you back.

Me: well actually whatever you did fixed my problem
Cablevision Tech: ohh good I didn't think it would work, but all I did was send the cards its information again.

Cablevision Tech: Do you have any other issues?
Me: Nope thanks.
Cablevision Tech: Please wait after your call to provide a survey on how our service was.
Me: ok ill wait.
I Hang up the phone before the survey



Well after the issues with cablevision, I must say I cant wait till Verizons FIOs comes out! So far im happy with TiVO but im still having an issue where the guide data from Tivo doesn't come for channels 50-70ish.
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Old 09-27-2006, 03:53 PM   #81
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that sucks you had to go through that .... my install went great, i had a tech who was nice and knew about the cable cards & worked w/them b4. my install was the 1st tivo he ever did but we went thru the steps and everything was ok .

I think you just had a tech who couldnt be bothered with having to do somthing that might take a little work to get working or was having a bad day


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Old 09-27-2006, 08:51 PM   #82
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I had the cablevision guy try toinstall cablecards to for 3 hours, he had 6 cards with him but it did not work. Does anybody in Morris NJ system have success story with CC? If you do can you indicate the tech's name from the green slip they leave behind - near top left "tech#" field.
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Old 09-28-2006, 11:21 AM   #83
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Quote:
Originally Posted by rothsss
I hope Cablevision will send me the same guy that installs your Series 3. I am in Greenwich too. Install scheduled for Sep 30th.
My installers just left. Installing the cards and having them autoupdate and start tuning channels was automatic, but the firmware upgrade took about 15 minutes per card - HAVE THEM INSERT THEM AT THE SAME TIME.

The BIG problem is Cablevision's phone activation service which the installers will call to marry your account to the cards and enable pay channels - the woman they called needed to call another person on HER end, and she couldnt get through after 40 MINUTES ON HOLD. It was ridiculous because they had two employees sitting here doing nothing for 40 minutes after 10 minutes of actual work.

Eventually the installers packed up and left and told me they would call back to ask me to test the premium channels after they got confirmation from the activation service that the cards were activated.

I give the installers a B+ and the Cablevision cablecard activation service an F. There wasnt much confusion regarding my install, just delay.
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Old 09-28-2006, 11:24 AM   #84
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So, I still have the same problem. I get all the HD premium channels but I am missing some of the SD premium channels.

Well one more call to cablevision. Same old . . . same old . . . take the cards out . . . unplug the tivo . . . start it all back up . . . same problem . . .

Then I was put on hold and after a few moments the line mysteriously went dead. I KNOW that the person at the other end just did not want to deal with it and hung up on me. So I have to start from square one once again!!!!
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Old 09-28-2006, 12:18 PM   #85
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Just got finish working a Cablevision tech and all channels & both cards are working on my S3.

Here's what was done:

1. The Tech checked my levels on the Coax at the Tivo and saw it at a -11db and reported that the Cablecard have been known to have problems with low signal levels when attempting to authorize Cablecards.

2. The Tech checked the levels at the Main Splitter in my house and also found low levels.

3. The Tech then checked the levels at the pole and found they good. He then replaced the connectors and the levels went from a -11db to 0db (I think that what he said).

4. The Tech called the Operations Center and they were able to authorized both Cablecards within 5 minutes of each other with no issues.

The Tech reports that he is seeing problems with Cablecard Authorization when the Signal is too low.
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Old 09-28-2006, 12:24 PM   #86
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Quote:
Originally Posted by nyjklein
P.S. Wilt Hildenbrand, EVP of Engineering for Cablevision, posted on a the Cablevision Yahoo group that they're working on getting their CSRs and field staff up to speed.
Wilt totally rocks!!! I am no longer living in a Cablevision area, but when I did, I use to read the Cablevision Yahoo group. He was very helpful. Time and time again he got personally involved to solve customers' problems when they were getting stonewalled by CSRs. He also gave us plenty of information of what was coming. He was always up front.

If you have Cablevision, I highly encourage you to join that group. DISCLAIMER: I have no ties to Cablevision or Yahoo groups.
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Old 09-29-2006, 01:56 PM   #87
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Cablevision guy(s) just left. It took 2.5 hours, two techs, one supervisor and 4 cablecards to get a working setup.

First guy had no interest in looking at the instructions provided by TiVo (his first S3 install). He checked the signal strength, replaced a few splices to get a strong signal at the S3 and then put the first card in Slot 1 (he was about to put it in
Slot 2 before I stopped him -- why didn't TiVo make the top slot #1? -- I bet everyone goes for the top slot first).

First card was recognized as inserted but immediately threw error 161-1. First guy calls second guy (who has installed an S3 before) who tells him it's a dead card. Took it out and put another card in slot 1 - this time get a screen saying "No Application PresentPrepare to Download". I tell the guy I'd read that the cards download new firmware. It stays like that for about 30 minutes. He calls the second guy again and he says it's probably another dead card (reckons that the success rate on cards is about 40%, and half of those need another truck roll within a week).

First guy only brought two cards with him (they're all the warehouse had in stock that morning). Second guy says he has two spare cards and he'll be over shortly.

Second guy arrives with third guy (a supervisor) and two new cards. Neither new guy wants to know about the TiVo instructions. Both cards go in together and both are recognized and give out card info for authorization (although one card throws up 161-4 error first.

First guy writes down the numbers on the screen. Then they realize that the they need the numbers on the back of the cards (if they'd read the instructions they'd have known that). They take the cards out and write down the numbers, and put them both back in (thankfully in the same slots they came from) in quick succession. The TiVo menus are going crazy with cards being inserted and removed, but ultimately they're both recognized without any errors.

Guys 2 & 3 leave.

First guy calls home for authorization. Waits 20 minutes on hold. Gives numbers for card 1. Waits 10 minutes on hold. Gives numbers for card 2. Waits 10 minutes on hold. Authorization complete.

When I press Clear to get out of the gray & black screen, nothing happens. The S3 seems to have stopped responding to the remote, although it does "Boing" when I hit the TiVo button, so it's not completely locked. We decide to power-cycle.

When the TiVo comes back up I'm back at the CableCard screen. Test the channels on both cards and I seem to be getting all the channels. Looks good.

Sign the form, Guy 1 leaves.

So after a sticky start, I have everything working.
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Old 09-29-2006, 10:28 PM   #88
KaGe
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Hi everyone ... so I just moved to CT and a bought two new Series 3's ... substituting for the DirecTivo's I was used to having at my old place. I have Best Buy coming to install my new plasma and Cablevision coming to install cablecards in both TiVo's (they'll have to use the same LCD TV until the plasma's set up) so I think I'm in for a complete nightmare tomorrow.

Anyway, here's my question ... when I signed up for cable last week, I didn't order any premium channels ... HBO, etc. ... planning to order them later once I got everything set up. Will it be more difficult for them to add the premium channels later with my cablecards? Should I add the programming tonight before the installers get here in the morning?

Thanks!
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Old 09-30-2006, 12:37 AM   #89
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Quote:
Originally Posted by KaGe
Anyway, here's my question ... when I signed up for cable last week, I didn't order any premium channels ... HBO, etc. ... planning to order them later once I got everything set up. Will it be more difficult for them to add the premium channels later with my cablecards? Should I add the programming tonight before the installers get here in the morning?
I would.
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Old 09-30-2006, 07:00 PM   #90
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Thumbs down CableCards 'sorta' working

Ok, so the first 3 hour visit from Cablevision (monmouth NJ) resulted in two analog channels working. Todays 3 hour visit resulted in some improvement. After installing 2 new Cablecards, I get quite a few digital channels inclusing some network tv, some HD network tv and a whole bunch of regular cable channels... Still now CBS, regular or HD and also missing a whole lot more. They didn't try more than the two new required cablecards unfortunately, but both cards are giving the identicle channels which leads me to believe that its a card provisioning issue, and not the cards themselves. Has anyone experienced this yet? Any solutions. A supervisor is supposed to come next week. Oh, and I tried to call customer service to see if they could reprogram the cards since the techs are just pushing the same buttons on my remote that I would... no luck... I think you need to get to the "addressability" dept which I know takes the techs 30 minutes on hold to do...how effecient is cablevision? I will say, that all employees have been very professional.
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