Cant receive Copy Protected Channels from Charter on Tivo Hd

Discussion in 'TiVo Series3 HDTV DVRs' started by djstix, Sep 4, 2007.

  1. djstix

    djstix New Member

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    Aug 29, 2007
    NYC and...

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    I just bought a new Tivo HD and upgraded the hard drive to 500GB using winMFS with no problems. I had Charter from Newtown Connecticut come out and they installed two Scientific Atlanta single stream cable cards.
    I can receive almost all of my premium channels (HBO, Showtime ) except MaxHD, StarzHD, UNIHD and TNTHD where i get the MMI screen and a notice "to activate this service please call your cable provider". The screen shows a cablecard number and a host ID.
    I researched this on Tivo's web site and i have verified that the cards are not "paired" with my TivoHD and therefore will not receive these particular channels because they are copy protected.
    I have had two very long phone calls with Charter who are clueless and have no idea what i mean by "pairing" the cards. At one point they said Tivo would have to do it. (BTW they seem to gave offshored their support to the Phillipines).
    They are now insisting a need a technician to come to my house since the cards cannot be paired over the phone - does anyone know if this is just BS?

    Thanks in advance
     
  2. rainwater

    rainwater Active Member

    7,066
    5
    Sep 21, 2004
    Do you subscribe to the "Hi-Def View" package? That is the name they are calling the package now that includes UHD and TNTHD. The premium package doesn't include those 2 channels for sure. I'm not sure about Stars and MaxHD.
     
  3. jfh3

    jfh3 Active Member

    4,471
    2
    Apr 15, 2004
    Denver area

    Assuming you are supposed to get those channels, that is absolutely BS - I can GUARANTEE all the tech will do is call someone in activation. He WILL NOT be able to do anything on site other than read the values needed for pairing that you can read yourself to someone on the other end of the phone.

    "Pairing" is a CableCARD 101 term - if the CSR doesn't understand it, ask to be transfered to a CableCARD and/or activation specialist. If that fails, ask for someone in the head end.

    If you have to, print this thread and hand it to the tech:

    http://www.tivocommunity.com/tivo-vb/showthread.php?t=363797
     
  4. rainwater

    rainwater Active Member

    7,066
    5
    Sep 21, 2004
    For Charter, you want to ask for the "Video" group. It will at least get you in touch with someone who may know who to transfer you to :)
     
  5. hank12345

    hank12345 Member

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    Sep 27, 2005

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    I had a similar problem with Charter-- after a week and a half of receiving all the channels I had asked for, suddenly, I lost ESPN2, UHD, TNTHD, and a couple of others.... I tried having the online chat video group re-hit the cards a few times-- no luck.... They then tried to schedule a truck roll....

    On a whim, I called in to explain my problem-- The CSR said there was no record of my subscribing to those channels... They didn't even know I had cable cards.... despite getting all the channels I subscribed to for almost two weeks, two truck rolls to get the cards working (and one missed appt) and then having the video group hit them after the truck roll to get them working, and then re-hit them a few times for the current problem....

    Anyway, once I had I CSR convinced I knew what I was talking about, She re-subscribed me to everything I wanted, and had me up and running again in a couple of minutes...

    I suggest calling to confirm that the channels you THINK you subscribe to, and what they have on record match.... Good luck!
     
  6. rainwater

    rainwater Active Member

    7,066
    5
    Sep 21, 2004
    Yes, the problem sounds exactly as you described. Most likely the poster isn't authorized for that package. When talking to Charter you should first verify your packages you subscribe to before you mention the CableCard. If it is a package issue, it will not matter if you have CableCards or not so don't confuse them :)
     
  7. djstix

    djstix New Member

    19
    0
    Aug 29, 2007
    NYC and...
    On my first call with Charter they confirmed i am enabled to receive those channels. They even removed and re-enabled them and hit my cards but no luck.

    I am convinced it is a pairing issue, i will try calling again and asking for the video group or a cablecard specialist.

    This is highly frustrating, especially since i am planning to replace 3 more 8300HDs with TivoHD
     

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