A Promise to Tivo & Time Warner Cable

Discussion in 'TiVo Series3 HDTV DVRs' started by dolfer, Aug 3, 2007.

  1. JoeSchueller

    JoeSchueller New Member

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    Jun 16, 2004

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    Dolfer, good luck.

    Finally I had the supervising installer out today. Of the 3 SA s-cards they brought, only one would work. The others simply loop in a firmware upgrade. Apparently this is an incredibly common problem.

    According to TiVo, who I called today, this is because s-cards (specifically SA ones) are old, incredibly fragile and notoriously unreliable.

    According to TWC, this is because manufacturers don't have the right firmware and it is VERY common with TiVo's that the 2nd slot doesn't work.

    Guess who I'm inclined to believe. He's coming back tomorrow with as many cards as he can muster. Since we know we have a working card and slot, I believe the plan is to play card roulette until we find another working card in slot 1. That confirms 2 working cards. If neither will work in slot 2, then I'll be willing to blame TiVo. Until then, TWC isn't fufilling their duty - but they're getting more adamant about ducking it.

    We asked the obvious question = why not just use the newer, up-to-date m-card, which the device supports? Response = we only deploy these cards, this is all I have. I didn't push on why not take one out of an SA box because it is Sunday afternoon, I've spent the ENTIRE weekend tied to my house, and I'm feeling quite defeated.

    Right now, I'm running on the one good card, and have a bad spare, it won't run guided setup or let you watch anything during a firmware upgrade, so I'll wait until I go to bed tonight to try to get the 2nd one going (although I'm quite sure it is hopeless).

    Finally, because we've had so many installation problems, we've been credited a free month. Of course, that has our account in some sort of state of flux, so they couldn't add my HD ESPN or HBO to the card - so I'm still out anything encrypted.

    Fun fun.
     
  2. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    Joe, I am *praying* my Time Warner Cincinnati experience is better than yours and thinny's but I am not very optimistic after hearing about all of the crap you guys are going through...

    Please keep us updated. I will post my results later tomorrow.
     
  3. jmaditto

    jmaditto New Member

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    Jul 29, 2007
    Columbia, SC
    Is TWC charging you an install fee per card or per visit? The reason I ask is when I called TWC to inquire about cablecards they said it would be $29.95 per card. I told them that was crazy. I understand charging for the visit but not per card. I’m sticking with series 2 for now so I didn’t push it. Just curious.
     
  4. Chimpware

    Chimpware New Member

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    Jan 30, 2002
    Cablevision tred to charge me $46.95 per card installation fee. When I asked to speak with a Supervisor, all of a sudden it was only $46.95 total for the install.
     
  5. SugarBowl

    SugarBowl Member

    862
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    Jan 4, 2007
    north carolina

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    Yet, they can install television, phone, internet, trench a new cable line to your house, replace coax, give you new splitters, and replace coax terminations completely for free.
     
  6. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    The Time Warner Cincy CS rep that I spoke to said that there is no charge for the visit.
     
  7. jmaditto

    jmaditto New Member

    143
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    Jul 29, 2007
    Columbia, SC

    lol


    So when I'm ready to go to TiVo HD I will push to reduce that per card charge...unless of course they have the M cards and I only need one anyway. Thanks for the replies
     
  8. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    So... My service window was for 11:00am to 1:30pm today. Sure enough 1:30pm rolls around with no one shows!

    I call TW and was told that no one was home when the installer arrived at 11:45am. BS! I have been here since 10:30am. CS tried to reschedule for another day at which point I said SOMEONE is coming today! I now have a convenient 1:00pm to 8:00pm window... My blood pressure is unmeasurable right now! ;0
     
  9. thinny

    thinny New Member

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    Aug 3, 2007
    Dolf, Sorry to hear that. I can't believe they try to pull that no one was home line.

    Check your PM for the tech ID of the guy who was helpful.

    thinh
     
  10. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    At 3:45 I get a call from a Time Warner Cincinnati technician inquiring about what I am going to need. I say I want an M-Card like the TWO different ones you have advertised on your site. Unfortuantely (I find out) those only come in TW boxes. (I still think this is illegal!)

    So I say at the very least I want two S-Cards with CURRENT firmware.

    Fast forward to 7:55pm and NO cable guy!! I call CS and was told that my appointment has been cancelled because they "ran out of CableCards for a couple days". Jeez, I'm sure glad they told me about it!! Unbelievable... Some of the worst customer service ever! I burned a vacation day for this?

    But I am still holding out hope they can get it right. Although I want to, I will not explode into one of my tirades. For now...

    So, whenever the "biggest entertainment company in the world" gets a couple spare CableCards in, I will let you know how things go.
     
  11. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    Thanks Thinny! I will try to request him if possible.
     
  12. jazmaan

    jazmaan New Member

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    Aug 30, 2002
    TWC in West L.A. charged me $19.95 for the install visit today and $1.75/month each for two Motorola cablecards. My tech had never done a Tivo box before and had no idea what an M-Card was.
     
  13. JoeSchueller

    JoeSchueller New Member

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    Jun 16, 2004
    Dolfer... the guy who's been helpful's intials are DC. If you get him, you may have a chance, but he's TOTALLY clueless on the TiVo and will go to great lengths to blame the box and not the cards. We finally had 2 functioning cards by noon today (after about 3 hours of troubleshooting and signal work), but by 8PM, the 2nd card won't decode any encrypted channels. TWC's phone support was useless, but luckily the guy who was out today gave us his office number and he's personally comitted to getting it right. Hopefully, they just need to hit the 2nd card tomorrow and we'll be done.

    I'm pretty busy at work this week, but I plan on taking a few mintes to document my entire experience and submit it to the FCC, the local cable franchise, PlanetFeedback.com, both our Senators, my House Rep, the Govenor, the EFF, TiVo, and anyone else I can think of. I'd love to do it electronically, but to get real reaction, I think it needs to be a real letter.

    Ironically, TWC could have saved COUNTLESS labor hours on the phone and at my house by just sending me one fully functional M-Card and giving me the number to call with the MAC, HOST ID and CardID.

    I even got yelled at today at a phone person when I insisted I lived on my street and not in Middletown as she couldn't pull up my account.

    I wish so much I had D* line-of-site. I'm sure I'd have hated the HR20 over TiVo, but I've spent 2x as much time on the phone with TWC in 5 days than I did with D* problems in 5+ years! Monopolies do terrible things.
     
  14. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    Joe, you might want to check out http://www.wewantchoiceohio.com/

    The link contained in my OP starts out my anger at TW's refusal to compensate their customers after the great "Season Finale Black Out of '07" (or "Black Thursday") into a debate about cable company monopolies.

    It looks like the legal groundwork is being set to free things up a bit in Ohio.

     
  15. Stanley Rohner

    Stanley Rohner New Member

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    Jan 18, 2004
    oklahoma
    I'm glad I've never had problems like this with DIRECTV.

    It's nice I've been able to install my own dishes and receivers.
     
  16. dolfer

    dolfer Miles Standish Proud

    722
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    Nov 3, 2000
    Milford,...
    After wasting an entire day at home yesterday... I called Time Warner Cincinnati early this morning to reiterate my displeasure over scheduling my CableCard installation without actually having any CableCards to install!

    I spoke to a CS rep named Travis who said he would talk to his manager to "see what he could do for me" and to let me know when my reschedule would be.

    It's now 8:30pm and *shockingly* I have yet to hear from Travis on either issue. I am now really starting to worry about Travis. Do you think something might have happened to him??? It isn't like Travis (or Time Warner) to leave someone hanging like this. Is it?

    Time Warner Cincinnati why hath thou foresaken me????

    Khaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaan!!!!!!!!!!
     
  17. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    Score 1 point for TWC. A competent CS rep named Amy just gave me a credit for my pain and suffering on Monday.

    Unfortuantely she has still not "heard back from the warehouse" regarding Time Warner Cincinnati's CableCard situation. "Situation" meaning they have supposedly ran out of them....

    I have a theory... All of the TW boxes come with the *GOOD* M-Card "pre-installed". All non-TW devices have to use S-Cards which may or may not be in stock and may or may not be in working condition. Conspiracy? We'll see...
     
  18. JoeSchueller

    JoeSchueller New Member

    278
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    Jun 16, 2004
    We ended up with a whole month free after a bunch of missed appts. Doesn't change the fact they still haven't got both cards working yet. Beyond frustrating. Thanks for the link to TV4US, I'll be sure to copy them on my FCC complaint.

    Also, feel free to complain to:
    http://www.cincinnati-oh.gov/cmgr/pages/-7472-/
     
  19. dolfer

    dolfer Miles Standish Proud

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    Nov 3, 2000
    Milford,...
    As promised...

    I never thought I would be saying this but... A big "Thank you!" to Time Warner Cable. In particular to CS rep Amy and technicians Jeremy and Mike. I now have 2 cable cards successfully installed and I am receiving my complete channel lineup on both.

    Now I do have pixelation and audio drop out problems as well as sluggish performance, but I am confident that Tivo is working on an update to fix those quickly! Right? ;)
     
  20. Chimpware

    Chimpware New Member

    334
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    Jan 30, 2002
    Congratualtions, I am glad everything is beginning to work out. I sincerely hope you are right about Tivo fixing the pixelation issue shortly.
     

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