Charter & Series 3 Problems

Discussion in 'TiVo Series3 HDTV DVRs' started by ckoble, Sep 16, 2006.

  1. Nov 16, 2007 #781 of 1052
    Mamoth

    Mamoth New Member

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    Jun 21, 2004

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    Finally... Success!

    I had a tech out one week ago to install the CableCARDs in my Series 3 (not TiVo HD). They really didn't follow the directions all that closely, but, the CableCARDs seemed to come up because I was able to view the "in the clear" or "unencrypted" HD channels (which I wasn't able to get without the CableCARDs) so I thought everything was good to go.

    About 1 day later I wanted to get the other Tier of HD (which includes ESPNHD and such so I could watch College Basketball). I went ahead and ordered it. But, it never showed up.

    I went ahead and went into Conditional Access (something I should have done in the first place). I had:

    Auth: MISSING_PROGRAM_REKEY

    Not good. After about 5 phone calls to Charter, they were unable to do anything for me and finally sent a tech out.

    Before he got there, I wanted to get TiVo's take on the whole thing. I gave them all the information off of this screen:

    TiVo Conditional Access Screen for my TiVo

    I gave the TiVo tech all that info and he said that everything on the card looks great. However, the MISSING_PROGRAM_REKEY was an issue. Which is what I figured. He advised me to tell the tech, "Do not refresh the card, initialize the card like it's a brand new card." He also gave me the phone number for the direct line to the CableCARD support.

    The tech arrived today and he was very nice. He said he wasn't sure about the TiVos but he was willing to learn for the next time he has to do one. So that was a good sign (that he was willing to dig into it a bit).

    I showed him what the problem was, I told him what the TiVo techs told me, I showed him all the CableCARD screens on the TiVo. I made it clear that this was not an issue with the TiVo (as I didn't want him to leave blaming TiVo for the issues) and he was welcome to talk to TiVo to verify that.

    He called in to verify all the information in the system was right. He gave no information to the person on the phone. The person on the phone repeated back all the pairing information to the tech and it was all correct. He asked the person on the phone to send a signal to the cards to get them going.

    We got nothing. After waiting about a minute or so... he asked to reboot the TiVo. So we did (unplugged it and waiting 30 seconds and plugged it back in).

    CableCARD 1 came up with the same error. The second CableCARD came up with "Auth: unknown" (we waited 10 minutes to see if it would refresh, but it never changed).

    He called back to the folks he talks to and to verify things. I asked him before he left what he did here and he explained it as such: He (the person on the phone) refresh all occurances on the account. The occurances need to be in the right order. As he was on the phone, the good ole "161-4 error" popped but for CableCARD 1. About 10 seconds later "161-4 error" came up for CableCARD 2. I thought, "SCORE!" and told him those errors were actually a good sign.

    We went to the CableCARD menu and went to Conditional Access again. But both cards said, "Auth: unknown". It was a short victory (or so I thought). The "unknown" status stayed for about 10 min so we figured it wasn't going to refresh on it's own.

    He called again to another tech and asked if he had any input. He said that we'll reboot the TiVo and see what happens. So, again, I unplugged the TiVo and let it boot up.

    I looked at CableCARD 1 and it was in "unknown" status still. I went to "Test Channels" on that card, moved to the HD tier I paid for that wasn't coming in, and, holy cow, I had a picture. I went to the "Conditional Access" and, it finally said, "SUBSCRIBED".

    CableCARD 2 did the same thing. After CableCARD 1 was working, I went to "Conditional Access" and it was in "unknown" status. So I went to "Test Channels" and went to a channel in the HD tier again. And, there was picture! I went back to CableCARD 2's "Conditional Access" and it finally said "SUBSCRIBED"!

    SUCCESS!!!!!

    The only downfall from all this is that I wanted to verify I would be able to get PPV. But that was a no go. I asked the tech to stick around to see if I could get one. But no one could do it. I called the main Charter number to just order a movie, and they said they could not do it (and, btw, before today, I was told I could get them.. so I'm not sure if something changed on my account).

    Seems to me, the biggest hurdle is to get the cable company to get things right on their end. I had all the docs ready for the tech, serial numbers, notes from this web page and TiVo support.

    I want to thank Rob (Tech # 4022) in the Midland, MI area for his patience. He was here for about 1.5 hours and never gave the impression he was rushed.
     
  2. Nov 16, 2007 #782 of 1052
    Roderigo

    Roderigo New Member

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    Mar 11, 2002
    Brookdale, CA
    This field is only valid when you're tuned to a digital cable channel (i.e. when the tivo box has asked the card to decrypt something), and it specific to that channel. So, that's why it never changed until you went into test channels.
     
  3. Nov 17, 2007 #783 of 1052
    xena

    xena New Member

    5
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    Nov 15, 2007
    Am experiencing difficulties on my install with Charter in Altadena....please if you know any contacts let me know....thanks
     
  4. Nov 17, 2007 #784 of 1052
    Innkeeper

    Innkeeper New Member

    17
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    Nov 30, 2004
    Western...
    I have been watchingt this thread with the utmost interest since I just purchased a HD unit and have Charter for my provider. Needless to say I was very nervious that something was going to go wrong but I have to say that Yesterday when the tech showed up I was put to ease when he said how much he likes TIVO and that he had installed a few of them with cable cards already. Needless to say all went very smooth and he stuck around just to make sure all was working properly b4 he left. I know this doesnt help some of you that are having issues but it does tell you that there is hope...hang in there.

    And Thanks to all of the folks that posted there experiences on the thread, it was very helpful to know what could happen and be prepared for it.
     
  5. Nov 21, 2007 #785 of 1052
    TSuellentrop

    TSuellentrop New Member

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    Jan 15, 2006

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    Picked up a TiVo HD tonight and chatted with a Charter (St. Peters, MO) Rep. and asked if they had Multistream Cards. They said yes. I said "I'll take one", they say "We've got none". They say they are out of stock and don't know when they will get more in. They put me on a "contact list" which I'm sure just meant the rep wrote my name on a piece of paper and thumbtacked it to his cubicle wall. Has anyone else ran into "out of stock" problems?
     
  6. Nov 22, 2007 #786 of 1052
    Mamoth

    Mamoth New Member

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    Jun 21, 2004
    Weird. My area has the M-Cards and the guy was ready to put one in my TiVo if the two S-Cards didn't work (course, I have a Series 3, so that wouldn't have worked, but the fact is.. he was ready to do it).
     
  7. Nov 23, 2007 #787 of 1052
    MondayNgt

    MondayNgt New Member

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    Nov 23, 2007
    I'm in St. Charles, MO with the same Charter provider as TSullentrop and they do indeed have M-cards. The first installer brought two M-cards while the second installer brought 4 M-cards. Which brings me to my whole debacle.

    When I moved into my townhouse here, my landlord gave me information on a Charter installer that specifically does this complex and I could get quicker service through them. I called him and he said he could be out the next day. The next day comes and he phones and says that the warehouse is out of them and would call back on Tuesday when they got them in. (Thanks for telling me this after I've taken off work already.) He also said they had M-cards.

    Tuesday rolls around and no call. I phone him back and he says he'll call tomorrow with the answer. No call.

    I got fed up and did what I should have done in the first place, call the company directly. The operator said they had them in stock but they only had the single stream cards. Fine, whatever....just put them in. Unfortunately they could only get someone out here on the day after Thanksgiving due to the holiday rush. That would be another week.

    So the installer came this morning. Surprise, surprise, he was holding M-cards. (Never ceases to amaze me how you get five different answers with five different people at Charter.)

    I handed him the directions, but he just put them to the side and kept doing everything wrong, like validating the cable card while the cable was unplugged and running through the Tivo Guided Setup (not necessary when just trying to get a signal). Three hours later, there was a knock on my door and it was a second guy that the installer had called in. The installer said that this guy would be taking over.

    Which was good, he was a younger guy roughly my age and the fact that we were chatting about video game systems and geeky thing suggested that he knew his stuff. He didn't use the instructions but he navigated around the Tivo like a pro and did everything in order, apparently having done this before. Within an hour, I was getting in my channels but Charter didn't specify I was getting the HDTV tier (which I discussed with the friggin' operator). The installer just called it in and I was good.

    With a few exception. Oddly I cannot receive my regular FOX 2 channel. This doesn't bother me as I get in the digital Fox 2 channel just fine in the HD tier. The installer was very baffled over this as every other channel was coming in fine.

    Also there is an oddity on the channels I'm not supposed to receive, the picture is coming in, but with no audio. This was the case with the HD channels until the installer phoned in the order to activate those channels, and then the audio came through fine. So I get somewhat of a bonus, I suppose if I was really desperate to watch something on those channels I could use closed captioning ;)

    He also mentioned that my signal was low.....basically my complex is using older cables that they are trying to upgrade and get rid of, but I'd need to get the landlords permission as they need to go through five other people's basement to get it to the box. Hopefully they will not need to do this...so far my Tivo and my internet is working fine aside from the quirks in the last paragraph.

    Update: My Fox 2 is coming in now, weird.
     
  8. Nov 25, 2007 #788 of 1052
    TSuellentrop

    TSuellentrop New Member

    131
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    Jan 15, 2006
    I had an appointment for a Charter Rep to come by the 3rd since that was the earliest they could come by and install a M-Card and it would cost a 1 time install fee of $30. After reading the instructions that came with the TiVoHD I believe I can install them myself and just call them when the time comes like it says. I called Charter and they say I can come by and get them tomorrow when they are open. If I follow the directions from TiVo is there anything to look out for to make sure it goes smooth? From what I understand I just need to tell them the serial numbers and some numbers on the screen once I get there? Right?
     
  9. Nov 27, 2007 #789 of 1052
    mentat30

    mentat30 Mentat30

    3
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    Jul 27, 2007
    Waupaca, WI
    I will start from beginning, I ordered a Tivo HD "My fifth Tivo" and setup an appointment with Charter for Tuesday November 20, 2007, between 3pm and 5pm, I leave work early so I can be there at 3pm. Cable tech shows up at 4:15, says he has never installed cable card, he has two Multi Stream Motorola cards, puts the first one in, calls in the pairing information, it won’t pair. So he puts the 2nd one in, same problem, won’t pair. He says the tech on the phone says it sometimes takes an hour, and he leaves.
    Hour later cable card works…..kind of, I can watch unencrypted channels, but I can’t watch encrypted channels. So I call Charter, tech hits the card and says it may take up to eight hours to take effect. Next day same problem yet, so I call them again, tech hits again with signal. Still does not fix it, so now the schedule another tech for Friday November 23, 2007, says she will have the Cable tech bring several cards. Once again it is scheduled between 3pm and 5pm. So once again I take off from work early so I can be home. Tech shows up at 4pm, says he has never install a cable card in a Tivo, he has done several TVs, but not all of those worked either. He only has one card, says no one told him to bring more then one. He puts the new card in and calls in number, it does not work, he has them hit with signal again still nothing. He says he lives here in Waupaca and he come back on Monday with several cards at 4:30pm, but he needs to setup an appointment for Tuesday, just in case he can’t make it on Monday. So he sets up an appointment for Tuesday once again for 3pm 5pm. I call Charter tech support over the weekend; I talked to a tech in the Video Repair dept. He says the card was not provisioned and he can’t do it from where he is at, that the tech needs to do it because it needs to be done at the headend. He tells me to tell the Tech that I talked to him and that the card needs to be provisioned. Monday rolls around, no tech, Today is my official appointment, so once again I leave work early so I can be home. Cable Tech shows up at 4:15pm, not the one from last Friday a different guy, he does not have any cable cards, says he was not told he needed one and even if they had the office in town is out of them. He says he also has not installed a cable card in a Tivo, he has done TV’s and says some of those don’t work either. I mention that maybe the TV’s need a single stream card, he says he does not know, I ask him if they were M-cards or S-cards. He says he just uses the cable cards that they use everywhere. I tell him that they have two different cards, I know this because I have a charter s-card in my TV and the one in my Tivo is an M-card, he says, I don’t know I just install what the office gives me and adds that he knows nothing about Cable Cards. I also tell him what the Charter Tech from the video repair department said about provisioning the card, he says he does not know what that means, but he will try to pair the card again. He calls a tech on the phone and he tires to pair the card again, the tech on the phone does not want to do it, but the tech in my house insists, now I am thinking great we might be getting somewhere, he also verifies the cable card serial number, host id, and data id with the tech on the phone, turns out the data id was wrong. The tech on the phone hits the card with signal again and I am thinking great this is it, it’s going to work, we restart the Tivo, and nothing, and the cable card still does not work. The cable tech at my house says he needs to setup another appointment for tomorrow and that he will pick up some cable cards from Clintonville. I suggest he brings three cards, an M-card and two S-cards. He says he will see what he can do. After he leaves I call charter tech support and I get the Video repair department, I tell the tech on the phone my whole story, he says there is nothing he can do. I tell him this is crazy, they keep repeating the same steps and expect different results, I tell him I want this solved; he puts me on hold and says they are going to send a tech tomorrow who has a lot of experience installing cable cards and that he will bring a new card that has been provisioned. So tomorrow I will leave work for the 4th time early so that I can be home by 3pm for the appointment. I will update this tomorrow and let everyone know how it goes.
     
  10. Nov 27, 2007 #790 of 1052
    rainwater

    rainwater Active Member

    7,066
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    Sep 21, 2004
    At this point you should call the TiVo CableCard number and let them work with Charter. It is doubtful the cards are defective but more likely there is an issue with your account. Are you sure they have provisioned you for the HD Tier? The Charter CSRs are a bunch of idiots some times and don't even realize they haven't added the correct packages to your account. Do you not even get the locals in HD? If you get those and not the others, it is likely they haven't added the correct HD Tier to your account (I forget what they call it but the tier usually contains ESPN HD, TNT HD, etc).
     
  11. Nov 28, 2007 #791 of 1052
    mentat30

    mentat30 Mentat30

    3
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    Jul 27, 2007
    Waupaca, WI
    I already have a cable card on my tv and I recieve all the channels there, but you just gave me an idea, i am going to ask them to balance my account.
    IE: Card in TV is has the HDTier on it, Card in Tivo may not.
     
  12. Nov 28, 2007 #792 of 1052
    mentat30

    mentat30 Mentat30

    3
    0
    Jul 27, 2007
    Waupaca, WI
    Good News! Cable guy from Tuesday came today with a handful of S-cards, he pulled the M-Card, put the first S-card in, called in the pairing and it worked, he then put in the second S-card, called in the pairing and it worked.

    I gotta say I was impressed, after leaveing yesterday the Cable Installer went home went online and checked out both this site and Tivo.com so that he could gain some insight on how to resolve the problem.

    So if you are having problems with your card install and they are using M-Cards, have them try S-Cards.

    :up::D

     
  13. Nov 29, 2007 #793 of 1052
    rainwater

    rainwater Active Member

    7,066
    5
    Sep 21, 2004
    It sounds like the M-Cards might not of been registered in their own system. Where I live Charter, doesn't do pairing. They just authorize the cards by the serial number. All the other information they get from the installer isn't used afaik. M-cards should work fine with Charter and I believe there are several people who are using them now. Hopefully, the tech in your area can figure out the problem.
     
  14. Nov 29, 2007 #794 of 1052
    MondayNgt

    MondayNgt New Member

    2
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    Nov 23, 2007
    Ah, then if you're thinking that, I should tell you about my previous-previous experience. The fact is that when I lived at my old apartment before my current one, I had tried to get cablecards for the HD Tivo. I called Charter and like they said to you, they said I could pick them up and install myself. I was sent to the office in City Hall in St. Charles which turned out to be just a billing and payment office. The office woman rudely told me that cable cards have to be installed by the installer and she didn't have an answer as to why Charter said otherwise over the phone.

    I immediately phoned up Charter on my cell phone outside her office (as she locked up) and they said again that I could indeed pick up cards and do my own install, but I had to go to the main office in St. Peters off Jungerman. Surprise surprise, when I got there the women at the desk said that an installer had to do it. I phoned up Charter again and they parroted what the office had just said. I ended up being so furious over the matter that I told them to go F* themselves, cancelled my cable install and just used OTA TV, at least until I moved into my new place and had no other choice but to get cable (poor reception and not facing the right direction for dishes).

    Once again, Charter gives five different answers for the same question (I even asked the operator why this was on the phone). God, I wish someone decent would just buy them out.

    If they actually let you do your own install, I'll definitely be interested to hear that.
     
  15. Nov 29, 2007 #795 of 1052
    rainwater

    rainwater Active Member

    7,066
    5
    Sep 21, 2004
    Since Charter installers have ZERO knowledge of how to troubleshoot a CableCard install, I do not know what the point of them being there is. The big issue with CableCard installs from Charter is if the installer gets the right person on the phone when they call to authorize the cards. From my experience, if they get the right person, then there is not usually an issue. But I guess it would be too much trouble to let users read some numbers over the phone.
     
  16. Nov 29, 2007 #796 of 1052
    TSuellentrop

    TSuellentrop New Member

    131
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    Jan 15, 2006
    Of course I get there and they say I can't do it so I have an appointment Saturday. I knew if I did it myself I would just be reading #s off the screen and it's ridiculous to have to pay $35 (It was $30 when I had the first appointment scheduled. Weird;)) and wait a week for a tech to "read".
     
  17. Dec 8, 2007 #797 of 1052
    brettatk

    brettatk Thread Killer

    11,889
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    Oct 11, 2002
    Powder...
    I have Charter Cable in Atlanta, GA and have an appointment scheduled for Tuesday December 11. Hopefully all will go smooth. When I told them on the phone I needed to have two Cablecards installed they asked me if it was for a Tivo HD. So maybe they've done enough to where it will not be a problem. I'll have my fingers crossed!!
     
  18. Dec 12, 2007 #798 of 1052
    CharterTechAL

    CharterTechAL Charter Technician

    1
    0
    Dec 12, 2007
    AL
    guys i've installed cable cards into tv's about 5 times inthe last 2 months. EVERYONE has worked when i left. the longest took 2 hours only cause we couldn't get the tivo to recognize the wireless internet. any changes made into the billing system will take place IMMEDIATELY not XXX hours later. 100% of the problems installing them have been on the billing/provisioning side. it's usually the settings in CSG and CEON (programs they use for billing and setting up provisions in my area.. i'm not sure if all areas use the same system) are not matched correctly/correct codes

    i did run a trouble call with a cable card that i couldn't fix, but i'm gonna be back out there with a new card first thing in the AM... funny thing is they're NOT using a tivo yet, just a cable card in a tv.... it's freezing up for about 10secs every few minutes

    i hope this can help some
     
  19. Dec 13, 2007 #799 of 1052
    brettatk

    brettatk Thread Killer

    11,889
    227
    Oct 11, 2002
    Powder...
    I'm having a somewhat bad experience with my Charter CableCard install. They came and put in an M-Card Tuesday evening. I got my local HD channels but nothing else. I called and talked with 2 people and they verified the account was provisioned correctly. They made an appointment for someone to come out on Wednesday evening. Guy showed up with only one S-Card. The system did not show it was a Tivo CableCard issue and he had only grabbed one card. He called Charter again and reverified that the account was provisioned correctly. So now they have made another appointment for this evening. I guess we'll see how it goes.
     
  20. Dec 17, 2007 #800 of 1052
    dr.greghouse

    dr.greghouse New Member

    12
    0
    Sep 25, 2007
    Hey CharterTechAL,

    I'm a charter(biggest package w/HD) subscriber near huntsville, al. Hartselle is the billing location. I'm getting all of my channels except STARZ-HD and GOLFVS-HD through my cableCARD. Do you know what would cause this? I've attached my cableCARD screen shots in case this helps.

    Thank You for your time.:confused:

    info:
    Tivo Series 3.
     

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