TiVo Community
TiVo Community
TiVo Community
Go Back   TiVo Community > Main TiVo Forums > TiVo Roamio DVRs
TiVo Community
Reply
Forum Jump
 
Thread Tools Rate Thread
Old 11-17-2013, 03:25 PM   #31
HarperVision
Registered User
 
HarperVision's Avatar
 
Join Date: May 2007
Posts: 1,463
Quote:
Originally Posted by Jimlight View Post
IMHO, There are too many moving parts involved in successfully integrating a TiVo with Time Warner. It's so easy to fall into the sinkhole created by the dissonant blame game these two companies are playing. I really don't know, or ultimately care, who's at fault. It could be TiVo's firmware, hardware or software. It could be Time Warner's CableCard, Tuning Adapter, signal strength or encoding. The fact is, there exists a well-known, documented problem among the many customers desperately trying to avoid Time Warner's shameful, brick-of-a-dvr and opting to purchase a Roamio. In the final analysis, TiVo needs to hire field reps to monitor and work this problem or face annihilation at the hands of a system that would prefer all choice be nullified. The FCC is clear on TWC's responsibility to provide un-compromised service and support for CableCard and Tuning Adapter technology. TiVo needs to take a much more proactive role in assuring their product is not at fault and expose the problem if it isn't.
Given this is a Sunday, all I can say to that is hallelujah and amen brother Jim!!!
__________________
Dave Harper
Director, Event Technology
ISF, CTS
HarperVision is offline   Reply With Quote
Old 11-18-2013, 03:26 AM   #32
dglion
Registered User
 
dglion's Avatar
 
Join Date: Dec 2012
Location: Lake San Marcos, CA
Posts: 13
Hooked up the third Roamio today and immediately called Patrick at the TWC CC activation center in NY. We went through the CC pairing and got to the same sticking point at 75% loading channel lineup. He immediately contacted my local TWC office and worked with them to troubleshoot it from their end. That failed so they set up the same Lead tech from last week to be at my place at 3 pm. (I'm beginning to have hope because now I've got 2 sharp TWC guys working together on this.) Sean arrived and immediately got Patrick on the line. They did a setup using another CC and ran some more diagnostics, again with no luck. Patrick then got TiVo (Darren) on the line, who ran thru some tests on his end and admitted that there was a definite issue since this was the 3rd Roamio with the same problem. (Now my hopes are higher, a Tivo tech that's not finger pointing and taking this seriously!)

He asked more questions and put us on hold a couple of times while conferring with his higher ups. Evidently TiVo finally took notice because Darren came back and asked if I would okay having this bumped to TiVo's Advanced Tech Group. After giving him that okay, he told me I would be hearing from them with the next 24 hours. Patrick and Sean both made it clear to Darren that they wanted to be kept in the loop and would work with TiVo's tech people to get this solved. I told Darren to note that I would be sharing TiVo Tech's emails with Patrick and Sean.

All I can add to this is that I'm hoping that TiVo and TWC are finally getting serious enough to lay off the finger pointing and actually start working together. We'll see......
dglion is offline   Reply With Quote
Old 11-18-2013, 03:43 AM   #33
dglion
Registered User
 
dglion's Avatar
 
Join Date: Dec 2012
Location: Lake San Marcos, CA
Posts: 13
harborguy - Thanks! Keep me posted on how things go. Patrick in TWC's NY Cablecard Activation center is the best source for help but I think he's off on Tues. In case you missed it in previous posts, here's the number - (866) 606-5889. Whoever answers, ask for him.
dglion is offline   Reply With Quote
Old 11-19-2013, 05:54 PM   #34
harborguy
Registered User
 
Join Date: Dec 2009
Posts: 11
dglion, quick update on my situation in case it is helpful to you:

I had a TWC technician at my house for 6+ hours today. My original symptom was that the card will pair fine, message counters incrementing, etc. etc. etc. But TiVo stuck on %75 or sometimes %50. Same behavior on two TiVo's and when it was all said and done probably 6 different Cable Cards. At no point have I or the technician ever found faulty piece of equipment, TiVo or CableCard.

The only breakthrough came when my technician spoke with the technician responsible for the head end my house is connected to, and could observe the message exchanges between the Cable Card and the head end. After about 15 minutes, the problem was diagnosed: although the Cable Card was paired etc. etc. etc., the programming services from my account were not active on it. The head end guy (as a test) forced authentication for some channels to come on. The TiVo immediately got past the %75, and showed those channels. Having diagnosed the problem, the head end guy kicked it back to the local technician to work it with the account/activation people.

My story does not have a happy ending quite yet: the account/activation people swear it is all setup correctly and don't know why it doesn't work.

So I am inferring that "%75 complete" can mean different things. It can mean the cable card is broken/not paired/etc. or it can mean the entire system is working exactly as intended, there is no problem with any piece of equipment anywhere, except your card is authorized to view zero channels.

Another anecdote: on the "Conditional Access" screen, after the head end technician added the programming, there were ->a lot<- more lines of information, whereas previously the screen ended with the single line with the magical 'V' saying it had paired. No idea if same setup in your area, but the only thing people ever mention is the 'V', when in my case at least, there should be the 'V' and then a ton more information.
harborguy is offline   Reply With Quote
Old 11-20-2013, 04:32 PM   #35
dglion
Registered User
 
dglion's Avatar
 
Join Date: Dec 2012
Location: Lake San Marcos, CA
Posts: 13
Thanks for the update harborguy,

I copied your post and forwarded it to the TWC techs I'm working with. They're great at following up on just about anything that will solve my problem. Interestingly, with the 1st Roamio we were able to see a full screen on "Conditional Access" after some work but have not been able to get that far with the other two. Still couldn't get passed 75%, tho.

I finally get an email from a TiVo Advanced Escalation Specialist, Jacob yesterday but waited until I heard from Patrick, (TWC, NY support). He called today and promptly got TiVo on the line. We found out at that point that Level 2 support means asking me and Patrick all the same questions we'd answered multiple times before while not putting us through to an actual tech specialist. Patrick finally asked to speak directly to a tech specialist and was told (after being put on hold for quite a while) that because this was being escalated, TiVo couldn't do that until I got a confirmation email with further instructions.

So, TWC is working hard at trying to resolve this while TiVo is revealing layers of buffering against any meaningful communication. I pretty sure TiVo is working on this at some level (saw my Roamio being interrogated a couple of days ago) and it's now in their ballpark to come up with something constructive.
dglion is offline   Reply With Quote
Old 11-21-2013, 11:00 AM   #36
harborguy
Registered User
 
Join Date: Dec 2009
Posts: 11
Good luck dglion, I'll be curious to here how your problem shakes out.

The last of my issues were all resolved this morning by somebody at TWC "rebuilding the account".

Another anecdote: my tuning adapter had also been never locked in (constant blinking yellow LED). Around half way through the rebuilding process, it got locked in and worked normally. This was the 4th tuning adapter with that symptom of not locking in, and the only thing TWC ever said was "that shouldn't happen, must be a signal problem" and after they confirmed the signal was excellent, they swapped tuning adapters a couple times before looking deeper. TWC staff at the national/regional call centers, again, swear up and down that the adapter is on the account correctly, but, of course, it actually wasn't.

Good luck.
harborguy is offline   Reply With Quote
Old 11-27-2013, 02:38 PM   #37
Jimlight
Registered User
 
Join Date: Oct 2013
Posts: 16
dglion,

Did everything finally get resolved? I've been checking back here occasionally and beginning to worry about you.
Jimlight is offline   Reply With Quote
Old 12-04-2013, 01:42 AM   #38
dglion
Registered User
 
dglion's Avatar
 
Join Date: Dec 2012
Location: Lake San Marcos, CA
Posts: 13
Hey Jimlight,

Sorry I didn't get back to you sooner, just didn't have anything worth reporting until now.

I have great news (finally)! After continuous back and forths among TWC, TiVo and me, today the issue was fixed (I hope). I was able to finish downloading the channel lineup and could see all my channels. The fix took another visit, today from Sean, the local TWC tech specialist but this time he had four-way conference call support that included the local office head engineer, a Headend engineer in the San Diego office named Tien and Patrick from TWC's CableCARD support in NY, who really pushed the TWC higher ups to get answers. The bottom line is that it appears to have been an incorrect setting at the TWC headend office. There is a mapping function that takes into account the type of STB (TiVo, TWC's, etc) along with the channel lineup associated with my account. My account was not mapped for a TiVo STB and everything worked when the Headend engineer made the correction. He was not willing to confirm that was the solution until it was tried on another customer with the same problem. Fortunately, Sean has such a customer and will be setting an appointment for next Monday but we're feeling pretty confident it will work.

Unfortunately, once I confirmed I could see all my channels, I went to TiVo Central and discovered I didn't have a connection to the TiVo server. After following TiVo's troubleshooting steps, I got stuck trying to get through Guided Setup. I called the TiVo helpline only to find out that they had just had a critical server failure and thousands were having the same problem. And, here's the best part, he told me there is no way out of Guided Setup! (I'm stuck again with a useless Roamio. This would be funny if it wasn't so damned irritating.)

I think it worth saying that even though my Roamio still isn't functioning, things are looking up. My thanks to TWC's Patrick for pursuing a solution while keeping me in the loop, Sean for actively pushing higher ups at the local level and for both them and Tien, all who were willing to keep looking until they found a solution. TWC and it's customers are damn lucky to have these guys.

So, now it's in TiVo's ball court. I'm sincerely hoping they had a decently mirrored server for the one that crashed. Otherwise, it's going to be messy trying to tell whether any further glitches apply to everyone or just my unit.
dglion is offline   Reply With Quote
Old 12-04-2013, 01:59 AM   #39
dglion
Registered User
 
dglion's Avatar
 
Join Date: Dec 2012
Location: Lake San Marcos, CA
Posts: 13
Quote:
Originally Posted by harborguy View Post
Good luck dglion, I'll be curious to here how your problem shakes out.

The last of my issues were all resolved this morning by somebody at TWC "rebuilding the account".

Another anecdote: my tuning adapter had also been never locked in (constant blinking yellow LED). Around half way through the rebuilding process, it got locked in and worked normally. This was the 4th tuning adapter with that symptom of not locking in, and the only thing TWC ever said was "that shouldn't happen, must be a signal problem" and after they confirmed the signal was excellent, they swapped tuning adapters a couple times before looking deeper. TWC staff at the national/regional call centers, again, swear up and down that the adapter is on the account correctly, but, of course, it actually wasn't.

Good luck.
Hi Harborguy,

A quick addendum to what I posted for Jimlight - Soon after you posted it, I sent a copy of your above post to the TWC guys, Patrick and Sean. I got a reply back from Patrick that your post was a big help. I think it gave him enough information to hunt down a solution. And it gave Sean a heads-up when he ran into a problem similar to mine. So, a big thanks for that!
dglion is offline   Reply With Quote
Reply
Forum Jump




Thread Tools
Rate This Thread
Rate This Thread:


Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

vB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Advertisements

TiVo Community
Powered by vBulletin® Version 3.6.8
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.
vBulletin Skins by: Relivo Media

(C) 2013 Magenium Solutions - All Rights Reserved. No information may be posted elsewhere without written permission.
TiVoŽ is a registered trademark of TiVo Inc. This site is not owned or operated by TiVo Inc.
All times are GMT -5. The time now is 09:55 AM.
OUR NETWORK: MyOpenRouter | TechLore | SansaCommunity | RoboCommunity | MediaSmart Home | Explore3DTV | Dijit Community | DVR Playground |