Charter & Series 3 Problems

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

  1. May 30, 2008 #901 of 1052
    brettatk

    brettatk Thread Killer

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    I'm not sure then. I guess it's possible if they are letting subscribers pick up the cable cards that the info is already there. But it still needs to be tied to your account or did they do that when you picked up the card? Since this is a Charter install thread I'm not sure it would relate to you since you are with Comcast. It would be nice if they allowed you to pick up the cards but from experience and reading about installs on here, the success rate on working cards is not that great. Chances are you'd have to keep going back to get more cards.
     
  2. Jun 6, 2008 #902 of 1052
    t325

    t325 Member

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    St. Louis, MO
    Called Charter about the Cable Cards today....the guy on the phone seemed to know what he was talking about, although he told me they only have the single stream cards. I made the appointment, and that's the part I'm worried about. I don't think I've ever had a service appointment with Charter go 100% smoothly and I don't expect any different. Lets see how they'll screw it up. They're supposed to come out on Wednesday between 3-5 PM, so I'm sure sometime in February I'll be able to report back that the cable cards are working.
     
  3. Jun 6, 2008 #903 of 1052
    brettatk

    brettatk Thread Killer

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    Be prepared to have them come out more than once. It's just one of those things where something can easily go wrong. DO NOT let him leave until all your channels are working. DO NOT let him tell you it takes an hour for some of the channels to show up. If you let him leave and you are not getting ALL of your channels you may as well call them back up and schedule another appointment. You do not need to run Guided Setup, you can test the channels from the cablecard settings screen. Good Luck!
     
  4. Jun 6, 2008 #904 of 1052
    t325

    t325 Member

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    St. Louis, MO
    I'll keep that in mind. So basically, all of the standard tier, digital tier, and the premiums I subscribe to (HBO, Cinemax and Starz) should all be there immediately?
     
  5. Jun 9, 2008 #905 of 1052
    brettatk

    brettatk Thread Killer

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    If the cablecards are paired properly you should have all of your channels within a few minutes. After he's installed the cards find the test channels in the cablecard option screen. Then make sure you test all your HD channels, especially the movie channels. I personally feel like they give you the "it can take up to an hour for the channels to come through" speech because they know the problems with cablecard installs and do not want to have to stay there until the problem is fixed. Then when you realize the channels are not going to come in they are off the hook and you have to reschedule for another tech to come out. Hopefully the tech will bring some extra cards. You might want to confirm that the tech will have two S-Cards. There is a great lack of communication between dispatch and the techs. The first time they showed up at my place he only had one S-Card. I told him it was for a Tivo HD and that I needed two. So he came back the next day with only two cards. Well one of them did not work. So he had to come back again the next day and brought five cards with him. We went through two more that did not work but eventually got two that did work. He never could get an M-Card working so I settled for two S-Cards.
     
  6. Jun 9, 2008 #906 of 1052
    Geemer

    Geemer New Member

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    My Series 3 began reporting that it was trying to update the firmware on CableCard2 a couple of days ago. It would bring up that message for almost exactly 1 hour, then it would show me live TV for 1 minute, then it would bring the message back. We are using Charter Cable in Fort Worth, Texas. This Series 3 has been installed and operating with these same cable cards since December 2006.

    So I did lots of forum reading, but didn't find any specific references that sounded like this specific problem. I did a bit of basic troubleshooting on my own. During the 1 minute each hour where it no longer showed the message and all things appeared normal, I would try different things. I tried restarting TiVo, I tried turning off all of the other cable devices in the house and restarting TiVo, no difference.

    Ultimately I found that if I powered down TiVo and removed Cable Card 2, that when TiVo restarted it worked just fine, with the exception that it only had one card now. So I suppose that somehow Cable Card 2 went bad.

    I have a service call scheduled for Monday. They are supposed to replace CC2.

    Anyone seen anything like this before? A firmware update loop?
     
  7. Jun 10, 2008 #907 of 1052
    Geemer

    Geemer New Member

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    The rest of the story...

    So the cable guy showed up with no cable cards and wanted to test the card that I had pulled from the TiVo, but said he had to visit another customer down the street. He left for about 40 minutes or so, and returned with a cable card. My guess is he had not dealt with a cable card before so he showed up, looked the situation over, and then left to talk to a supervisor or more experienced tech.

    He re-tested the card I had pulled, and concluded that it was in fact bad. Then he put in the replacement card, called in to activate it, and bada-bing, everything is working again.

    All in all not a bad experience with the Charter cable tech, and we are back in dual tuner TiVo heaven.
     
  8. Jun 10, 2008 #908 of 1052
    shrike4242

    shrike4242 Member

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    Saint Louis, MO
    Well, after some wrangling with Charter over the phone, they're coming out to install the two CableCards in my new S3. Won't be for a couple of weeks, though I did have them put in the notes to bring extra spares with them, as well as request Motorola M-cards, as they seem to have much better luck than the SA cards.

    I ran into issues with the install of the single M-card on my Tivo HD, though that was because they had my programming on the back end completely screwed up. All of my HD channels were screwy, as were a number of my SD channels in the premium range. This also affected the Tivos I had with digital cable boxes on them. Took a while to get it all fixed, so hopefully, I won't go into this mess a second time.

    Is there anything I should look out for after they've been installed? I know running through Guided Setup isn't needed, though seemed like a good idea when I had the issues with the Tivo HD. I'm in the Saint Louis, MO area, if that makes any difference.
     
  9. Jun 11, 2008 #909 of 1052
    GreenMonkey

    GreenMonkey New Member

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    Yeah, it was new.

    I noticed it was running old firmware (8 something). So I gave it a day and the next morning I rebooted it, and it started installing the 9.3 update.

    Been very stable ever since.

    I'm running it via component video / optical out since the HDMI inputs on my Onkyo 605 are being used by my HD-DVD player (XA2) and PS3.

    I had some troubles a few days later with pixelation and channel dropouts. Turned out after a few phone calls it was an outage in my area. Problems pretty much cleared up after the outage ended a few days later.
     
  10. Jun 12, 2008 #910 of 1052
    t325

    t325 Member

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    Feb 7, 2008
    St. Louis, MO
    My experience with Charter in St. Louis: The tech comes, and in about 30 minutes, he's done installing 2 Scards (no Mcards unfortunately). Before he leaves, I test a couple channels and they work, so I thought everything was fine. I knew that was too good to be true. Later, I try to tune to some of the channels in the HD tier which we have, and get a black screen. I call Charter, wait on hold for about 30 minutes, only for the person there to tell me that the cards were not programmed with the HD tier, and they cannot program them remotely. She sets up a truck roll for next week to have new cards brought out. I ask her "So everytime I add a tier, or everytime you guys add new channels to the lineup, I need to get new cards?" and she tells me that yes, that is the case.

    I knew this was a load of BS, so I called TiVo's CC tech support who confirmed that it is indeed a load of BS. I called Charter back and talked with another guy. While I'm on hold with him, I tune to one of the channels I wasn't getting before, and lo and behold, it's working. I try all the HD channels and they do work. So when he gets back on the line, I tell him I don't know what happened, but they're working, and to cancel the truck roll.

    While watching The Departed in all its HD and 5.1 glory, I get a call back from the first person at Charter who I spoke with, and she's like "Ummm, yeah, I brought this issue up with my supervisor and it turns out I was wrong. We can reprogram the cards remotely, try viewing one of the HD channels and see if it works." I tell her it does, and that's that.

    Later, I switched it to one of the SD digital tier channels, and am greeted by that lovely black screen. At that point, I was just sick and tired of dealing with those morons, so I will call them tomorrow to get it sorted out.

    At least I was able to get the $30 installation fee reversed.
     
  11. Jun 12, 2008 #911 of 1052
    shrike4242

    shrike4242 Member

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    t325, that was the same issue I had with the MCard install on my Tivo HD, and it was a previous issue with the way they had my channels set up on my account. I also ended up getting the $30 reversed, mainly because of the same issues, nothing worked 100%.

    This time around with my S3, I'm running through Guided setup and checking every single 100+ number channel before they get to leave. If all the channels come up, then I'll be OK with it being done.
     
  12. Jun 12, 2008 #912 of 1052
    rainwater

    rainwater Active Member

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    This is why most techs will leave before they verify the cards. DO NOT RUN GUIDED SETUP while the installer is there. It has nothing to do with the cards working or not. You can use the test channels feature to verify the channels on both cards. In fact, if you use live tv to verify the cards, it is very hard to verify both cards since it always uses the same cablecard unless both are on encrypted channels. Once the tech leaves, then run guided setup. Making the installer wait 30 minutes to download guide data is a sure way to get them to not verify the cards correctly.
     
  13. Jun 12, 2008 #913 of 1052
    shrike4242

    shrike4242 Member

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    Saint Louis, MO
    I did test some random channels and the ones I tested worked. When I went to other channels after the tech had left, a number of them weren't working, at least 50% of them, when I went through all the digital channels.

    Which is why I'm hoping this to not be an issue the second time around, as they swore up and down backwards and forwards that it shouldn't be an issue in the future.

    Then again, if they just let me have the CableCards without needing a tech, then that wouldn't have them sending out one of their techs to put cards in my Tivo and call them in on the phone.
     
  14. Jun 13, 2008 #914 of 1052
    brettatk

    brettatk Thread Killer

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    That right there was your problem. You really need to test ALL channels before the tech leaves. It does not take long to flip through all of your channels using the test channels function. Don't expect the tech to stay there for you to run and complete guided setup. I certainly wouldnt if it was me. It would be different if it was a necessity, but it isn't.
     
  15. Jun 23, 2008 #915 of 1052
    shrike4242

    shrike4242 Member

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    Nov 30, 2006
    Saint Louis, MO
    Well, my install happened on Saturday without any issues. Both cable cards were installed and paired up, so it looks like they're working OK.
     
  16. Jun 25, 2008 #916 of 1052
    GlenH100

    GlenH100 New Member

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    Mar 17, 2008
    Athens, AL...
    This month, I received a "Residential Products & Services Price List" attached to my bill. I believe that I finally understand what the "HD Equipment Upgrade" item is.

    To recap, here's the cable portion of my bill:
    Code:
    Digital Home          40.99
    HD Equipment Upgrade   5.00
    HD Tier                8.00
           
    
    Digital Home is supposed to include a cable box, and has a list price of $43.99. Cable box rental is listed as $5/mo, and CableCARD rental as $2/mo, so the $40.99 price is for Digital Home with a CableCARD. So far, so good.

    There is an item listed under "Other Services" that appears to match, more or less, the "HD Equipment Uprgrade" charge. It is listed as "Interactive Guide Services**". "**Per digital receiver, provides access to full functionality of the electronic program guide - required to receive program information, perform efficient channel surfing, parental controls and ordering PPV & VOD." A closer look at the description of "Digital Home" indicates that "Interactive Guide Services" is included, so I'm back where I started.

    Of course, I don't get most of those features because I'm not using their cable box. I may have to take this up with my franchising authority.
     
  17. Jul 1, 2008 #917 of 1052
    norcoast

    norcoast New Member

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    Jul 1, 2008
    I picked up a series 3 Tivo in April and had Charter (Crescent City) set up the cable cards. The service tech was great and worked through the process even though he had never set one up. We had the newest cards on the market at the time. Everything has been working wonderfully until a week ago. At random times the service screen for cablecard 2 pops up and advises me that the screen is being displayed for the cable provider. Looking at the screen it looks like the one the tech used to set the cards up. I noticed that there is nothing showing for the eCM Mac address and no way to edit the screen. It also says "refresh" under the "Hosts reports 1-way RF only". I can only clear the screen by pushing clear on my tivo controller. Then the TV goes back to what I was watching. This seems to happen daily.
    Is there something I can do to correct this or do I need to call Charter or Tivo?
     
  18. Jul 1, 2008 #918 of 1052
    thilt

    thilt New Member

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    Nov 2, 2007
    I'm with Charter in St. Louis. I get the same screen but it's not random. It pops up every time I turn to channel 104. (sometimes it says CableCard 1 and sometimes CableCard2 depending on which one is being accessed at the time) I'm on my third set of cable cards in the last three weeks, all with the same issue. Charter says there is nothing else they can do, it's a TIVO problem. TIVO says it's a Charter problem. Luckily it's a channel I don't watch much but it's still frustrating? Any ideas? (I've already tried kickstart 57, 58 and 52 in desperation)
     
  19. Jul 1, 2008 #919 of 1052
    Roderigo

    Roderigo New Member

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    Mar 11, 2002
    Brookdale, CA
    Tivo wins on this one... If this screen pops up when tuning to a channel it means the card isn't paired, and you're trying to watch a copy protected channel. Only your cable company can fix this one.
     
  20. Jul 7, 2008 #920 of 1052
    norcoast

    norcoast New Member

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    Jul 1, 2008
    I called Charter on Sunday afternoon after having the same screen pop up again in the middle of the Indy car race. I spoke with a tech and they sent a signal to my troubled card to refresh it. The entire call took about 15 minutes. So far the screen hasn't popped back up. I know next time just to tell them the cable card needs to be refreshed. Oh, after fixing the problem they tried to get me to "upgrade" to a charter DVR. No thanks, I have my Tivo.
     

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