Cablevision CableCard Info, Experiences...

Discussion in 'TiVo Series3 HDTV DVRs' started by jmatero, Sep 12, 2006.

  1. Feb 3, 2007 #301 of 995
    rcliff

    rcliff Member

    199
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    Jun 16, 2001
    New York

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    Thanks. There must be something wrong with my setup. The signal is good so I'm not quite sure what. Perhaps I need to redo guided setup.

    EDIT: Repeated guided setup, no luck :(
     
  2. Feb 3, 2007 #302 of 995
    DCIFRTHS

    DCIFRTHS Active Member

    2,119
    0
    Jan 6, 2000
    New York
    Cool :cool:
     
  3. Feb 3, 2007 #303 of 995
    DCIFRTHS

    DCIFRTHS Active Member

    2,119
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    Jan 6, 2000
    New York
    Were these channels ever working properly?

    Cablevision verified that your signal is good, or are you going by the signal strength meter on the S3?

    Are the bad channels working properly on any other TV in the house (if you have more than one TV)?
     
  4. Feb 4, 2007 #304 of 995
    rcliff

    rcliff Member

    199
    4
    Jun 16, 2001
    New York
    I don't think so.
    Yes, the cable guy was here yesterday. He removed an amp (way too much signal +16) and changed splitters and all ends. The signal strength is now real close to 0 DbmV on most channels.
    The missing channels come in fine when the same run is connected straight to the TV. They also come in fine on other TV's and through an SA8300HD.

    The odd thing is that when I check signal strength on the missing channels the Tivo reports "No digital signal found" which is why I thought perhaps this Tivo doesn't see analogs yet others here seem to get them without issue. :confused:
     
  5. Feb 4, 2007 #305 of 995
    ajlee7

    ajlee7 New Member

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    Dec 27, 2004

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    Ditto

    I had the same experience but I actually had 4 CCs installed in 2 S3's in about an hour. The CG (cable guy) was also on the phone for about 25 min to register all my cards. The CG was knowlegable, curteous, and friendly. He knew S3's and how to setup the TiVo. Guide.
     
  6. Feb 5, 2007 #306 of 995
    DCIFRTHS

    DCIFRTHS Active Member

    2,119
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    Jan 6, 2000
    New York

    Have you tried ejecting and reinserting the CCs? I believe that this shouldn't cause a problem as long as you put the card back into the same slot (do one at a time). Maybe you can call and ask them to send another hit to the cards, and if that doesn't work, ask them to swap cards for you. Sorry. I'm all out of other ideas :(

    Out of curiosity: Are the CableCARDS Scientific Atlanta or another brand? Have you verified proper authorization in the S3's CC diagnostic screens?

    Keep us posted.

    EDIT: I am in Westchester, so I probably don't have the same line-up as you do, but can you post a list of affected channels? I'm not sure if you are having random channel loss, or it is the same channel(s) all the time.
     
  7. Feb 5, 2007 #307 of 995
    ivorycassiopeia

    ivorycassiopeia IvoryCassiopeia

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    Feb 5, 2007
    We tried the Cablevision HD DVR box for a while, but could not live without TiVo...so, we spent the phenomenal amount of money on the S3 -- and transferred our lifetime subscription for another nice chunk of change.

    So, I call Cablevision to make the appointment to have the 2 CableCARDs installed...the installer comes and says he can't do it - they need a specially trained technician to install CableCARDs into a TiVo (what???!!!) - so, appointment re-scheduled for a week later.

    The "specialist" comes and brings a total of TWO CableCARDs with him - and manages to install one of them, but the other card won't work. After hours of calling around looking for a tech who might have an extra card or two and speaking with his supervisor, he says we'll have to re-schedule...AGAIN. This time, he takes our Cablevision HD DVR box with him -- so we're left with no recording capability!

    The next morning, TWO "specialists" show up and bring a few extra CableCARDs with them - apparently, they have some serious problems with these things. They install the second card and walk away satisfied. A few hours later, we start receiving error messages on the TiVo - and find we're missing half of our regular channels as well as some seriously temperamental HD channels. We call the on-call tech and tell him we're having problems, so he returns an hour or so later. He, again, "fixes" the problem and leaves - it's now a few hours to the Super Bowl...and we start receiving the error messages again.

    I call Cablevision's customer service and they basically tell me they have very little experience with these boxes, but they did everything right on their end, so it must be TiVo's fault. They give me a TiVo Series 3 help line telephone number. I try my best to figure things out on my own...to no avail. So, I call Cablevision back (all of the error messages are talking about the cable provider and the CableCARDs, so I can't help but think it's something on Cablevision's end) -- they check to make sure my account is OK, and send me back to TiVo.

    This time, I call TiVo and they conclude that Cablevision did not "bind" the CableCARDs (I also find some fun info in one of the CableCARD menus on the TiVo - it says CableCARD 1 is "waiting for validation" and CableCARD 2 is "not in normal operation") - so, back to Cablevision customer service I go! (Are YOU exhausted yet?) The CS rep I get tries to "re-bind" the cards...but is unsuccessful. She asks to call me back while she gets her tech department to try...also, unsuccessful. It is now 9:15PM and she says she will need to schedule an appointment for a supervisor technician to come to our house and "bind" the cards. So, the appointment is set for tonight between 5-8PM...wish me luck (I think I'm going to need it!)!!! :(
     
  8. Feb 5, 2007 #308 of 995
    dbenrosen

    dbenrosen New Member

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    Sep 20, 2003
    New Jersey
    The silly/stupid thing is, the person in your house can't bind anything. All they will do is call the office who will then connect them through to the head-end to do the binding. All they need to do this is the serial number of the CC, which is on the back of the card, and then the info that is supplied on the screens within the CableCARD diagnostic menus (hostid, etc.). You could easily give them this info, but CV feels the need to have a tech sit in your house babysitting the phone because the users must be incapable of reading off a few numbers on a card or TV screen.

    My only suggestion is to NOT let the tech leave your house until everything is working to your satisfaction. If they claim it will be up soon, have them sit with you until it is "soon".
     
  9. Feb 5, 2007 #309 of 995
    ivorycassiopeia

    ivorycassiopeia IvoryCassiopeia

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    Feb 5, 2007
    I suspected as much -- seeing as they were attempting to bind the card over the phone last night...I assumed they were capable of doing so without being in my living room... :rolleyes:

    Excellent advice - thank you! At this point, I'm willing to strap the tech down until my S3 is working perfectly... :p
     
  10. Feb 5, 2007 #310 of 995
    ivorycassiopeia

    ivorycassiopeia IvoryCassiopeia

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    Feb 5, 2007
    :mad: UPDATE: 2/5/07 – Called Cablevision at 7:40PM since we hadn’t heard from the supervisor technician yet, and my husband and I left work early to get home on time for the “appointment.” Apparently, the customer service person I was on the phone with last night from about 6PM until about 9:15PM (intermittently) never actually set up the appointment for the supervisor technician to come out today between 5-8PM!

    The customer service person tells me her supervisor, Daneka, will call me back in approximately 10 minutes. 50 minutes later, I call Cablevision back, since I haven’t heard from this supervisor. So, now I have to repeat the ENTIRE story to yet ANOTHER customer service person, who then transfers me to an assistant supervisor, Angela, who informs me she pretty much knows nothing and transfers me to a woman named Latoya. Latoya, as nice as she was, informed me that she also could do nothing for me because she “doesn’t have access to anything” - she says she should, but doesn’t. What this means, I have no idea, except that I am seriously considering Direct TV at this point (or maybe switching to Verizon FIOS when it rolls into the area).

    I have come to the realization that not a single customer service representative at Cablevision actually knows anything…and therefore, realize I am wasting my breath every time I repeat all of my information to them. Anyway, Latoya does her best, but in the end tells me Anthony, a senior rep, is “working on it and will get back to me” at some time – tonight, next month, next year…she has no idea. It is now 9:42PM and I want revenge on every incompetent person at Cablevision. :mad: :mad: :mad:
     
  11. Feb 6, 2007 #311 of 995
    DCIFRTHS

    DCIFRTHS Active Member

    2,119
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    Jan 6, 2000
    New York
    The information Tivo gave you is correct. The cards are not properly bound. If you call back Cablevision technical support, immediately ask for a CableCARD specialist, and say that you need to have the cards bound to the host ID in your device. Don't take "no" for an answer.

    I sent you a PM too.

    Edit: It appears as though private messaging is not enabled on your account.
     
  12. Feb 6, 2007 #312 of 995
    ivorycassiopeia

    ivorycassiopeia IvoryCassiopeia

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    Feb 5, 2007
    Thank you. I want to cry at this point, I am so fed up with Cablevision's run around... :( :( :(

    Oh, I didn't realize that -- I will enable private messaging now. Thanks! :eek:
     
  13. Feb 6, 2007 #313 of 995
    dreamseason

    dreamseason sTivo

    141
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    Mar 13, 2003
    Edison, NJ
    I posted this in another Cablevision thread a couple weeks ago, but here it is again in case someone else needs this info and only looks in this catch-all thread:


    I had the "Waiting for CP Auth" status for both cablecards since soon after the initial install 1/9, and only on card #2 since the last visit. Finally, after a 5th visit this afternoon from a 4th different tech (a higher level guy this time) I have CP Authorized on both cablecards. The previous techs had all inisisted on starting from scratch with new cablecards (with poor results). This guy agreed that the #2 card was working fine except for the code authorization, so he worked the phones until he was connected to a patient and knowledgeable office guy who wasn't overloaded with other tasks. Together, they methodically worked together and got the authorization done within only 5 minutes. First, they removed the binding from the problem card and tried all the channels, verifying that I lost all the digital channels. Then they rebinded the cards, and within a couple minutes I was getting all the channels including the encrypted ones I didn't get before... HBO, Starz, ESPNews, etc.

    The key was that they removed the existing binding completely between my Cablecard Slot #2 Host-ID and the Cablecard serial #. After redoing the binding process, everything worked perfectly. In my case, I don't think any of the previous customer service reps I spoke to and the dispatchers that the previous technicians spoke to ever did a complete removal and binding. They probably just "re-hit" the existing binded cablecard, which didn't work for some reason.
     
  14. Feb 6, 2007 #314 of 995
    Burdy

    Burdy Member

    65
    0
    Mar 12, 2003
    Hudson...
    Thanks for posting this. I hope it will help me out tomorrow for the 2nd intsller visit after my problematic first pass today-- installation seemed to progress OK at first (installer was paitient, did the cards in proper ordder and waited for the card firmware updates) but never got CP auth on card #1, tho we *did* get CP auth on card #2. However, got only half the expected number of channels (neither tuner got all channels that were supposed to be there, including tuner 2 which was 'authorized'. He didn't seem interested in looking at any of the diagnostic screens.

    Tech insisted he had seen the missing channels issue before with other cable card tv's (he hadn't done a S3 before) and seemed to think it was a Cablevision issue, and insisted it would resolve itself in a few hours. He left, called back about 3 hours later, and nothing had changed. I mentioned I had read that sometimes problems like this were solved by re-binding the host id to the cable card, and he said that might work and told me to call it in. So I did... got put through to the cable card person, and related the progress... person said 'I show both cards are successfully bound' (how would they know?? aren't cable cards 1-way devices??) but I asked him to bind card #1 again. He reluctantly agreed, and in fact didn't seem to want to do it until I read him the host ID#. He said it might take a few minutes... nothing happened. So he scheduled a call for tomorrow AM...
    I hung up and continued to browse... several minutes later I noticed that now the missing channels were coming in, but on one tuner only. I assumed that I would see card 1's status changed to 'auth', but it was still 'waiting for CP auth'. Here's the strangest part-- 'Test Channels' for card 1 shows it is receiving ALL channels, even though it status is still 'waiting for CP auth'. Test channels for card 2 (which shows CP auth received) cannot receive the 'missing' channels. It's diagnostic screen shows EMM and ECM counts are always 0s. The EMM ECM counts on card 1's screens show EMM 43 (I read this relates to the channel lineup) and ECM increments every second or so (this also seems normal for encrypted channels from what I have read).

    That is not what I would expect. It seems that card 2, which is authorized, is not working. Card 1, which is waiting for authorization, is pulling in channels. Anyone ever see anything like this before??
     
  15. Feb 7, 2007 #315 of 995
    Burdy

    Burdy Member

    65
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    Mar 12, 2003
    Hudson...
    Tech just left after 2nd visit, and situation is much improved (the following pertains to Cablevision in Dutchess county, NY, which uses Scientific Atlanta cable cards-- your terminology may vary): both cards now show 'CP Auth Received' and are tuning in all the channels I'm entilted to. It was helpful that the same tech handled the followup visit, and the person at the other end of the phone was methodical and took things step by step. Thanks, Mike and Patrick.

    Long story short: There were 2 different problems, each affecting a different cable card.

    Problem 1: Cable card 1 NEVER moved past 'waiting for CP auth' after initial install, and while it could receive all channels at least momentarily, after a few seconds the black screen would come up with the prompt to call customer service to authorize the channel. Turned out that cable card 1's host ID was transcribed wrong on Cablevisions' side during the setup call (a '7' got entered as a '1'). I almost expected that to happen when listening in to both sides of the conversation on the original call... NONE of the 84+ digits that were read over the phone were read back at any time. No wonder they made a mistake on one of the digits. Once that was corrected, card CP auth was received and channels started streaming in without the black screen popping up with the 'call cable vision to authorize' number. Not surprising that my phoned-in request to 'rebind' the card yesterday didn't fix the problem. They could have done it a hundred times and with bad data it would keep failing (the card on initial install never made it past 'waiting for CP auth', even though the card showed 'Powerkey status ready'. This should have been a red flag to the tech that some of the setup data might have been wrong).

    Key to resolving this issue was having the card unbound, then re-bound on the cable company end. The unbinding forces the tech at the remote end to enter the numbers again (hopefully, correctly).

    Problem 2: Cable card 2, although showing "CP Auth Received" and "Decryption status OK" and "Powerkey stauts Ready" on the 'SA Cablecard CP screen' after install, never, ever tuned any channels other than basic tier and broadcast/unencrypted HD and SD locals. Key item of interest here is that the EMM and ECM count fields (more on this later) for card 2 on the 'SA Cablecard CP screen' were always stuck at 0. On correctly operating card 1, the ECM field incremented every few seconds after tuning a non-basic channel (it always resets to zero anytime a channel was changed). The correctly operating card 1's EMM field showed a nonzero number which stayed constant after counting up a few minutes after being initialized. These issues were solved for slot 2 by changing the card (with expected firmware update and binding).

    Hopefully things will remain working; for now all is well.


    It sure seems that a little knowledge of what the cablecard status screens (at least the "SA cablecard CP screen') is showing is very helpful in diagnosing the status of the install. It may prevent changing out a good card unnecessarily, and also helps point the finger at a bad one when everything else looks OK. Knowing that the card is receiving valid (uncorrupted) configuration data from the cable company may prevent unproductive troubleshooting like boosting signal strength.

    Key fields on the Scientific Atlanta 'SA Cablecard CP Screen' (not the 'diagnostic' screen) on the TiVo in addition to the "CP Auth" status are the ECM ('Entitlement Control Message') count and EMM ('Entitlement Map/Management Message') count.

    EMM count field will change whenever the card receives a 'hit' that sends it info regarding what encrypted channels are mapped in your particular lineup. Based on my experience, if it is zero, you will probably receive ONLY 'basic cable' and 'clear' QAM broadcast SD and HD locals. You won't get the additional 'family' channels or any premiums. I don't know what the proper count should be (card 1 on my machine shows 84, card 2 shows 76). The remote tech today says that he's been advised to send multiple EMM 'hits' to insure a successful install.

    If 'Auth Status' doesn't show 'CP Auth Received', with a nonzero EMM count you may receive the encrypted channels in your lineup, but only momentarily and will likely get the black screen showing the customer service number after a few seconds. This was cablecard 1's symptom in my machine.

    The ECM is a counter that will reset to zero whenever a channel is initially tuned, and for encrypted channels (i.e., those that are not on the basic tier) it will count up (incrementing once every few seconds) as long as the channel remains tuned.
    Apparently it is some kind of encryption refresh signal.

    The 'Powerkey status' on the SA card is also helpful. When initially inserted, it will progressively change states, for example, from 'waiting for GBAM' (global broadcast authentication message) to 'Ready' as it is receiving data from the cable company. How fast it goes to 'Ready' seems to be related to how often the broadcast messages are sent by the cable company. If it does reach the 'Ready' state, odds are good that it is not getting corrupted messages through the cable (i.e., signal quality OK, TiVo S3 slot OK, etc.) but it doesn't say anything about whether the authorization data that is being sent has been correctly set up at the cableco end. And, as my experience with card # 2 seemed to show, the card could be in a 'Ready ' state and still not be 100% functional... on mine, the EMM count never bumped until the card was replaced.
     
  16. dermanj

    dermanj New Member

    9
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    Nov 10, 2006
    Trying to keep this from being a long story:

    I had the "Waiting for CP Auth" problem on card #2, and just a couple channels would not work on card #2 (but card #1 was perfect, all channels working, "CP Auth Received").

    The only problem-channels I could find on card #2 were 179 and 180. If I tried to record a program on those channels, if TiVo happened to use tuner #2, nothing would get recorded. It would show up as 0:00 partial.

    On the Cablecard "test channels" screen for Cablecard #2, if I went to 179 or 180, sometimes it would let me see the broadcast for about a second and then it would go to the Cablecard status screen where it tells you to call customer service. Other times it would actually freeze the broadcast image (i.e., like as if I had paused the image).

    Cablevision customer service gave me quite a runaround these past couple days (I'll spare you all the painful details) and they kept insisting they had to send a tech out to my house, but with recent posts in mind (dreamseason on 2/6/07 and Burdy on 2/7/07), I really pressed the issue, insisting that they let me talk to a supervisor or someone who knows how to completely remove the binding and then repeat the binding process for the Cablecard.

    It took a fair amount of complaining on my part, but I finally was able to speak with a very nice gentleman yesterday afternoon who actually understood the problem. His name is Mr. Leander Harper and he is located at the Woodbury, NY call center.

    I gave Mr. Harper the relevant ID numbers for the card (serial number starting with "PK" from the back of the card, Host ID number from the Tivo/Cablecard screen) -- and I asked him if he could please try to completely remove the binding and then repeat the binding process.

    He called me back something like an hour later and said they did it. It took a few more minutes until the Tivo/Cablecard screen showed "CP Auth Recieved" -- and then a few more minutes after that until channels were working -- but now it seems to be working perfectly.

    I bet they had originally made a typo on Host ID number -- something like that. I'll never know for sure, but it's working now, and Mr. Leander Harper was the Cablevision tech who made it happen, over the phone, within an hour or so, *without* anyone coming to my house!

    Thank you Mr. Harper! And much thanks to dreamseason and Burdy!
     
  17. aero_22

    aero_22 New Member

    70
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    Jan 29, 2004
    Morris...
    Now what?

    Two installers for CV were here in NJ for 5 hours. Tried 5 different cable cards. CV cust service bound and unbound the cards repeated times.

    I am only able to get analog channels (36/ESPN here in NJ) but no digital channels (CBS 2 and Fox 5 is broadcast in digital, and I was not able to receive, as well as no encrypted channels like HBO, etc).

    I was on the phone with Tivo; they said that no one is available in upper level customer service till TUES. Tivo says it is the cable cards; CV thinks it is the Tivo

    CV is going to come back tomorrow morning

    I am trying a restart and delete everything now before the visit tomorrow.

    Any suggestions?
     
  18. ivorycassiopeia

    ivorycassiopeia IvoryCassiopeia

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    Feb 5, 2007
    :mad: :mad: :mad: I cannot even believe how terrible Cablevision is. I simply cannot WAIT for Verizon FiOS TV to arrive in my area...

    I'm not going to give the full (and absolutely maddening) story of what has happened since the last update, but this morning a CV tech showed up and said there was a bent pin in CC slot 2 (gee, I can't imagine how that happened??? Could it possibly have been one of the 5 or 6 CV techs that did that to our $800+ TiVo box??? No WAY is it CV's fault! It must be TiVo's fault!)

    Needless to say, I am EXTREMELY unhappy -- we are receiving a new S3 and returning this one when that one arrives...can't wait to make that NEXT CV appointment to have the NEXT set of CC's installed... :mad: :mad: :mad:
     
  19. dbenrosen

    dbenrosen New Member

    462
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    Sep 20, 2003
    New Jersey
    FIOS finally became available in my area just this week. I am investigating the cost. CV has been very helpful working on my issues, unlike many who have posted here. They have been working with TiVo to try to get a solution to my problem, which is the Authorization failing every few days. I want to switch because I think it will fix that problem and make the TiVo all that it should be, but I'm reluctant to do it and end up exactly where I am today.
     
  20. dbenrosen

    dbenrosen New Member

    462
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    Sep 20, 2003
    New Jersey
    This is definitely an authorization of the CableCARDs issue. If you go to teh CP Status screen, does it say CP Failure? The bahavior you describe is such where the CableCARDs are not authorized. This is most definitely a CV issue with the CableCARDs.
     

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