Charter & Series 3 Problems

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

  1. Jan 20, 2009 #981 of 1052

    pops_porter Member

    Sep 26, 2005


    Sorry to hear about your frustrations, a couple comments I have are: The whole not calling your local office thing is annoying. There's been a couple times where if I could talk to someone locally it would really help resolve the problem, but no. I did end up driving to the office and talk to them and the problem was resolved, just frustrating we can't call.

    On the install, it took me two visit by charter, I'm in MN. The first was one of their contractors that had no clue and those were some of the first words out of his mouth and the second was a Charter guy, supposedly the one guy in my area that knows about cable cards and he had it working in minutes. I couldn't really get the problem out of him, but he basically said they had it all set up wrong at dispatch.

    Regarding your appointment reschedule, after the first guy couldn't get it to work, he was talking to dispatch and trying to set up another appointment for me. He was nice and requested the cable card guy in my area to do the appointment, he offered up some weekday times and I nicely said that those day times don't work for me, you should've gotten this done toady, Saturday, when I was home from work. Let's do the 5-7PM window on Tuesday, at first he said that's only for new installs, but then said okay, and I was scheduled for the evening. So ask for that if they aren't able to get you up and running this next time.

    Regarding your picking up of the cable cards, I wish we could do that. Charter tried to charge me $30 I think for each home visit. I was only able to get one removed and the other down to $15 even though I said I would've picked up the cards and installed them myself if I was given the option.

    Good luck!
  2. Jan 20, 2009 #982 of 1052

    Luckyp79 New Member

    Jan 18, 2009
    Sartell, MN
    Just to keep my documentation going.

    The charter tech shows 30 mins early at 9:30. He does whatever he does. Signal strength and all. Then at 10:00 a second tech shows up. Everything checks. They install another cable card. So now I have a multi stream and a single stream card in my TiVo. They send the signal and activate the cards. So now I have my digital and HD programing. No freezing on these. But my lower expanded basic cable package is still freezing.

    I check my pairing screen. Call your provider message shows. I told my wife to not let them leave if this screen says this. But she never checked it. So any way I call TiVo and ask about the two cards. Its ok but he said that the cards are not paired yet. I knew that but it was nice to hear it from him. I casually said that if I knew how I would do a three way call with charter and TiVo that I would. He said that he would be happy to do that for me.

    All it did for me was get one more appointment tomorrow morning. Charter is saying that the cards are bad. I am saying I am going to be contacting the FCC, BBB, local Chamber of Commerce tomorrow evening if this is not working for me. The Tivo guy was going to mention that to me but I beat him to it.
  3. Jan 20, 2009 #983 of 1052

    mgchan New Member

    Dec 4, 2005
    Just an update on my situation -

    Called Charter to install CableCards - appointment line took the appointment, didn't pass along request for M-card, but guy shows up with 2 S-cards and 2 M-cards. Tries his best, can't get anything working (not pairing). Sorry, can't help, will reschedule.

    A week later, second guy comes to install. Alas, he brings only 2 S cards, and has no extras - he only got 2 cards for 2 jobs. And, neither works - one is in factory mode or something, other one just doesn't pair. Sorry, out of luck again - but then he calls some other tech and picks up another M-card. Plugs it in, calls in the number, and voila the card works! I only have a few HD channels, no premium channels, but it does work. He didn't do anything new in terms of pairing.

    I really believe it is just Charter having old/broken cards, cards with old firmware, stuck in wrong mode, etc. They give it to the techs who really can't do anything about it. Maybe they could try to troubleshoot, upgrade firmware etc but I really do blame the main Charter office. I wouldn't be surprised if they just always blame the customer's devices and keep sending out these defective/damaged cards without doing anything to fix them.

    I would say, just do your best to get the techs to bring multiple cards. Tell them you want to install on your TV and your TiVo, say you want M cards or 2 S cards if they can't bring the M card, sound like you have been through this before and they just had to try many cards to get it to work.
  4. Jan 21, 2009 #984 of 1052

    Luckyp79 New Member

    Jan 18, 2009
    Sartell, MN
    this my update. We had a appointment today between 9-11 with a note of being the first. The guy shows up at 1015. My wife tells the guy she has to go to work at 1100. They leave with no solution. I call charter and drop the fcc, bbb and I have given you guys more then enough strikes and now your out. Its time to come on my time not yours. I gave in on this one but I put up a fight. Told the tech on the phone that if I take the 1-3 time slot that the guy needs to bring like 20 cards with him. If he dose not get it to work then I am filing a formal complaint. I leave work early for this guy. He shows up around 200. He tries to activate. It fails. He checks the signal and changes a splitter. Not the issue. He calls everyone he knows. I keep insisting that he needs to call TiVo and talk to them. He eventually does. Does he do what they say? NO. He was told to use multiple cards and one would eventually work. (I am the cable company I know what I am doing attitude award goes to this guy) He was told to have the signal to activate the card and then the signal to pair the card sent separately. Nope can" ask to have that done either. Finally at 415 he starts using more cards. Then at 430 he finally starts to ask for anyone that knows anything about TiVo. 435 the self proclaimed TiVo expert calls him.

    This card was already activated so the tech on the phone had the host and card ID already.

    They unplug the TiVo.
    Take out the card
    Read the mac ID
    looked for the serial number
    (somewhere here the tech on the phone "cold hits" the card)
    Put the card in
    Plugged it back in
    It boots up

    everything is working and the settings are correct.

    I am fixed
  5. Jan 23, 2009 #985 of 1052

    firemedic17 New Member

    Nov 14, 2005


    I have a Tivo Series 3 live in Ma have Charter cable and lose my preminium channels every 3 months. Most of the time its only one cable card that loses it. Charter has no idea and tivo says that I need a Scientific Atlanta Card with a build date of 4/25/08. I asked Charter and the said that they are not buying cards anymore and that I was out of luck. What can I do, what is the fix?
  6. Jan 23, 2009 #986 of 1052

    TBarclay3 New Member

    Feb 14, 2007
    Smyrna, GA
    DirecTV! That's what I'm doing as soon as I get my condo board's approval. I am tired of dealing with Charter and their incompetent techs.
  7. Jan 28, 2009 #987 of 1052

    Dig-Doug Charter subjectee

    Jan 14, 2004
    Athens, AL
    Athens, AL -> Decatur, AL office

    Install for two Tivo-HD Units

    First appointment cancelled, since the office did not have any cards.

    Second appointment:
    Contractor for Charter showed up with 5 m-stream cards, 1 was not staged, so we needed 3 of those 5 cards to get two working ones. Contractor called, got the EMMs sent down, all channels came up.

    Thanks to everyone posting tech info here (on how to confirm everything was working), I (knock on wood for continued operation) had a smooth install from a rural Charter office.

    So maybe this will be a ray of hope for some of you out there...
  8. Feb 9, 2009 #988 of 1052

    velum New Member

    Sep 7, 2007
    Just to let all of the Charter users here know that they are implementing internet download caps. If you have a 10 to 15mb connection your cap is 100gb if you have a 16 to 20mb connection your cap is 250gb. If your lucky enough to have their 60mb service in your area no caps. No info yet on on the price per gig for going over.
  9. Feb 13, 2009 #989 of 1052

    jrm01 New Member

    Oct 17, 2003
  10. Feb 15, 2009 #990 of 1052

    GadgetVirtuoso Member

    Sep 27, 2001
    Fort Worth,...
    Looks like they haven't quite set a price. I'd say the abuse would have to be quite severe to see additional charges.

  11. Feb 23, 2009 #991 of 1052

    jwatkins80504 New Member

    Apr 3, 2006
    I thought I would share my recent experience with a TivoHD install on Charter cable in Reno, NV. I installed a TivoHD XL purchased from the Tivo web site. Here are some things I learned:

    1) I got Tivo working, but it took two installer visits and one tech visit.
    2) Cable cards are flakey. Have your installer bring lots of cards. I recommend that you write down the Unit Address of the cards you try (and that fail) so you can check them when an installer brings new cards. I used a digital camera to capture information on all the cards I tried.
    3) TivoHD is sensitive to flakey cable cards. Cards that are “bad” can make Tivo reboot or hang.
    4) The installers and technicians don’t know anything about cable cards. Read the very helpful Tivo support article: “Troubleshooting CableCARD activation and channel issues”. You will need to help your installer or the install isn’t going to get done right.

    I got Tivo#1 on 2/2/09. I forced several connections to the Tivo service to get the latest 11.0 firmware update and Tivo ran fine for two days without cablecards installed.

    Installer#1 came on 2/4/09. He brought two Motorola M-Cards. He was patient but didn’t know anything about cable cards. Both of these cards caused the Tivo to reboot when attempting to access cable channels. Several of the reboots were accompanied by a solid green screen (possibly the Green Screen of Death?). I worked with Tivo support and they recommended swapping out the Tivo for a new one. In retrospect I don’t think there was anything wrong with Tivo#1. I believe “bad” cablecards were the issue.

    I got Tivo#2 on 2/11/09. Again I forced connections to update to the latest firmware and Tivo ran fine for two days with no cablecards installed.

    Installer#2 came on 2/13/09. He brought four Motorola M-Cards and two S-Cards. He was not a patient person and wanted to rush the process along. He didn’t know anything about cablecards. The first M-Card we tried worked and I had all my channels: basic (with HD-locals) and expanded basic. I let the installer go. I re-ran guided setup and Tivo freaked out trying to access a cable channel during setup. The Tivo hung with a black screen and put out a loud noise in the speakers. I called Tivo support and they recommended a cablecard swap. I thought that I would try to fix it myself, so I rebooted Tivo without the cablecard and re-ran guided setup. Then I re-installed the cablecard and was able to get the basic channel lineup (but not the expanded basic lineup). I was happy to get my HD-locals so I left the cablecard installed. I called the Charter 888 service number and they “hit the card” on 2/13, 2/14 and 2/15. None of these hits fixed the channel lineup problem so they scheduled a tech visit for 2/16.

    The charter tech came on 2/16/09. He brought four Motorola M-Cards. He was patient but didn’t know anything about cablecards. He swapped out the cablecard for a new one. This cablecard worked and Tivo seems to be happy with it. As I post this on 2/23/09 the Tivo continues to be happy and is recording as expected.
  12. Feb 27, 2009 #992 of 1052

    TracySMiller New Member

    Oct 14, 2002
    Kingsport, TN
    Hey, guys. I have a question. I have read a lot of this thread (certainly not all), and I have run across a few posts that mention you can get local HD channels by ordering only "Basic Cable" (not the "Expanded Basic"), as long as you have the two cable cards. Is this right?

    Currently we have the "Digital Home" tier, which includes channels 2-99, plus a few others, plus all the non-premium HD stuff, like TNTHD, TBSHD, A&EHD, and of course, ABC, NBC, CBS, & FOX in HD. For this we pay the $59.99/month, plus the $5.00 "HD Equipment Upgrade", plus the $2.00 for each CableCard. After taking a close look at our viewing habits, we find that 80% of what we watch is on ABC, NBC, CBS, and FOX. We have Netflix for movies, and the other assorted shows (mainly on FX, Sci-Fi, or HBO), we can download or rent the DVD's.

    Can we get just the "Basic Cable" for around $20, keep the Cable Cards ($4.00 total), and get ABC, NBC, CBS, and FOX in HD?
  13. Mar 11, 2009 #993 of 1052

    fire100 New Member

    Apr 24, 2003
    That is what I do, I get ABC HD, CBS HD, NBC HD, FOX HD, PBS HD, and TBS HD with cable cards, via just the Basic Cable package. I am actually on their $9.99 a month promotion right now, and pay an additional $2 for each multi-stream card (2 Tivo HD's).
  14. Apr 27, 2009 #994 of 1052

    mp11 Member

    Jan 29, 2008
    Well after reading all the posts about Charter and Tivo installes, I was a bit nervous about my encounter setting up my TivoHD. I went by the local Charter office(Eunice,La), and explained to the lady what I needed done. I asked if they had much experience with Tivo and cablecards. To my relief she said confidently, "Yes". She said they have no DVRs available, so I figured any DVRs would have to be Tivos...thus there is the experience. :) She even went as far as saying the tech will probably bring out several cablecards when he comes out. (again the sound of experience). BTW these are M cards. The tech came out 2-3 days later(a contractor), he looked all of about 19 years old, but he knew what he was doing. A little. After he got off the phone he said everything is ready. So I started checking my channels and all that was there was my OTA locals. After making another call everything was coming in perfectly. Although its only been about 2 weeks now, I'm very happy with how things went, and still going. Picture quality has really surprised me. In my opinion every bit as good as Directv was. If there is a difference, I dont see it.
  15. Apr 27, 2009 #995 of 1052

    trausch New Member

    Jan 8, 2004
    Charter in Farmington, MN did a great job. In and out in a few minutes. Installed three M cards, one in each of my Tivo HDs.

    The only real problem was with the Tivos themselves. I bought 3 refurbs and two of the three did not work right out of the box. I had to pay for a second truck role to get the cards.
  16. Apr 27, 2009 #996 of 1052

    mp11 Member

    Jan 29, 2008
    I also had a problem with the first one I purchased from Sears during its 7 day trial period. But I returned it and this one is great.
  17. Jun 16, 2009 #997 of 1052

    Andrea4 New Member

    Feb 26, 2009
    I've had my Tivo set up for about a month and a half. But I just now called Charter to get a cable card. The guy on the phone didn't seem to know much about them. But I tried to tell him that I wanted an M-Card not 2 S-Cards. He just said that they only have one kind of card so I'm not really sure what he meant. The tech is coming on Thursday so we'll see how this goes. Does anyone know if Charter has M-Cards in the Madison, Wisconsin area? Also, isn't there something that I should print out for the tech?
  18. Jun 16, 2009 #998 of 1052

    xjonx New Member

    Oct 7, 2006
    I no longer have Charter (moved to Comcast in ATL), but they most likely only have Mcards. I have 2 S3's and had a real hard time getting the old version. I waited two weeks to get just 3 of the 4 I requested. I gave up on getting a fourth.

    There is nothing to print out but some tips are just get one card going at a time and be sure that the "tech" copies the id numbers down correctly.
  19. Jun 16, 2009 #999 of 1052

    shrike4242 Member

    Nov 30, 2006
    Saint Louis, MO
    Every card I've received from them has been a M-card, not an S-card. I'd expect them to be the same company-wide, and you should end up with an M-card. The tech should have more than one card on-hand, in case they have an out-of-box failure and need to swap it out.

    I'm in St. Louis, MO, and from what I've seen, Charter has only had M-cards company-wide. I can't say for certain, though you'll know quickly when the tech shows up on-site.

    Also, some suggestions about things to do about your install from some of my past experiences:
  20. xjonx

    xjonx New Member

    Oct 7, 2006
    PS The "tech" that said I should upgrade my equipment to use the Mcards and kiss my A$$! But them for me and I would be happy to change it out.

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