Official Time Warner Cable Thread

Discussion in 'TiVo Series3 HDTV DVRs' started by tunnelengineer, Sep 14, 2006.

  1. tyoung88

    tyoung88 New Member

    Dec 10, 2003


    Wanted to post my experience with Time Warner cable card installation in Southern California. Installer came late and attempted to physically install the card and just leave stating that his job was not to ensure that "programming" was successful. I made him stay as the cards weren't registering and he had no idea he needed to call in with the Host and Data IDs. After calling in the IDs card #1 worked but #2 didn't. This was 2.5 hours after he arrived.

    He explained to me that he had to leave as he had not had lunch and my first appointment ended there. The next day I called the local office and after confirming host and data IDs it seemed that one was incorrectly inputted. They sent another hit and said all would be fine when I arrived at home. Later that night AUTH still was invalid_program_rekey.

    Based on a thread I read on these forums I called 888 customer service this morning and asked for a "cold hit". This was able to successful change AUTH to SUBSCRIBED.

    Thanks everyone... I'm a little concerned with the long term viability of the cable card concept as although federally mandated it seems the cable companies are purposely not training their folks on how to install and setup to make the experience as frustrating as possible in hopes that we give up.
  2. skaggs

    skaggs AlbanyHDTV

    Feb 13, 2003
    Albany, NY
    I ordered two TiVo HD’s on Friday, October 12th. The tracking number I received indicated they would arrive on Tuesday, October 23rd. I contacted Time Warner and set up a service visit for them to install the Cable Cards on Wednesday, October 24th. While on the phone with Time Warner, I asked for two Multistream cable cards (Mcards) instead of four single stream cards. The customer service representative immediately put me on hold so he could speak to a supervisor. He came back on the line and told me that they did not have Mcards yet, but expected to have them in December. :confused: I insisted that they do have the Mcards, having read elsewhere that other Albany TWC customers have had them installed. :mad: The customer service rep wouldn’t budge, so we set up a service visit to install 4 single stream cable cards for Wednesday, October 24th. The service call was scheduled for between noon-4:30PM, and I was to get a phone call 15 minutes before the service rep arrived to I could leave work and meet him at my house. I also confirmed that there would be no charge for installation of the cable cards.

    Since I had more than a week before the TiVo’s arrived, I investigated how to upgrade the hard drives in the TiVo HD’s. (The existing 160GB hard drive can store 20 hours of HD programming or 180 hours of SD programming) I started at the TiVo Community Forum and ended up on the MFSlive website. I ordered a 500GB SATA hard drive for $169 with the intention of swapping it out with a hard drive on one of the TiVo HD units to give me 64 hours of HD or 607 hours of SD.

    My two new TiVo HD’s were delivered on Tuesday, October 23rd. I replaced my two Series2 TiVo’s and ran guided setup on each new TiVo unit.

    On Wednesday October 24th, I received a phone call at 8AM from the Time Warner Service Tech supervisor. His name was Tom Landry (yes, the same as the former Dallas Cowboys coach). Tom asked why I needed 4 single stream cards, so I explained my situation and how I asked for two Mcards, but the customer service rep said they didn’t have them. Tom said they do have them and he would send a bunch with the service tech. I thanked Tom for contacting me and arranging for the Mcards.

    I got a call at 12:30PM from the service tech, who told me he was on the way to my house. I went home and let the service tech in my door at 12:50PM. By 1:15PM, the tech had left the house after installing two Mcards. Even he was surprised as to how easy the installation had gone. The first two Mcards he tried worked, and he had to make two phone calls back to the office. The first call was to supply the numbers on the cards so they could be activated and the second was to the “head end” of Albany TWC to supply the cards with the channel info for all the services I subscribe to (HBO, Showtime, HD Tier, etc).

    After TWC’s service tech left my house, I ran guided setup again on both TiVo HD’s in order to populate the guide data with all the new digital channels. Once guided setup was done, I disconnected one of the TiVo HD’s, took off the metal cover, and removed the hard drive. I copied the hard drive to my laptop using WinMFS and then copied the file from my laptop to the new 500GB hard drive. A few turns of the screwdriver later, the new hard drive was installed into the TiVo HD and I had 64 hours of HD storage capacity. It took less than an hour to install the new 500GB hard drive from beginning to end.

    Everything is working great and the experience was essentially pain free. After reading all the horror stories in this thread :eek: , I was surprised how easy everything went. As long as the TiVo HD’s continue to work well for the next week, I will be returning my SA8300HD DVR. I’ll probably get a regular HD box in order to keep access to OnDemand services (until the USB Dongle is released ;) ). Now, only if Albany TWC can resist changing any HD channels to Switched Digital Video (SDV), I would be very happy.

    I would suggest that anyone in Albany who gets the "...we don't have Mcards..." response from the customer service reps should call Tom Landry a day before the scheduled installation. PM me and I'll provide you with his direct phone number & extension.
  3. fill_up

    fill_up New Member

    Oct 25, 2007
    I read the threads, but I figure my household has to be a pioneer and prove that there are real customers out there who want it. So....

    First, the guy tried to tell me they couldn't install them. I had to tell him twice that they are required to provide them and it's against the law if they don't (was trying hard not to play that card...). Then he said he couldn't help me and I'd need to go to a CableStore, but they still would not give me a cablecard without a box. I insisted. He put me on hold and came back after a couple of minutes to say he had been misinformed. He seemed like a nice, articulate guy -- if HE's misinformed, I wonder what some of the other duds I've talked to there know.

    In fact, they can install it. But the first appointment is....

    Tuesday, November 27th

    I'll be waiting, you jerks. I'll be waiting.

    More than a month away? I asked if this is because they need a specialized technician, but he claimed that all the orders he's been placing for anything have been taking a long time. $16.99 to install, $6.95 per card (two SCards).

    Wish me luck!

    Has anyone formed a petition around this? I feel like it could be worthwhile.
  4. quick

    quick New Member

    Jun 1, 2004
    Man I can't believe they are giving you guys such a hard time with the cable cards, what a bunch of idiots...

    It was very easy for me, I went to the comcast store, asked for 1 mcard, they gave it to me and a piece of paper explaining some steps for install.

    I plugged it in and called the number specified on the paper they gave me, gave them my data/info, and it was up and running. The only thing was I had to wait till the next day for them to activate the scrambled digital channels, which went through no problem the next day.

    I don't understand why they would need to schedule an installation, you just stick it in and the rest is done on the phone with comcast... :confused:
  5. fill_up

    fill_up New Member

    Oct 25, 2007


    That's great! Which geographic area do you live in?
  6. quick

    quick New Member

    Jun 1, 2004
    Houston, Texas (Northwest side)
  7. fill_up

    fill_up New Member

    Oct 25, 2007
    Took your advice and went to the Cable Store -- they gave them to me right away, no hassle, no "technician" runaround! Sweet. The woman at the store assures me they've been activated and will work when I plug them in -- even though this was the first time she'd seen one.

    ...So I get home and run guided setup, but at the point where I would activate my Cable Cards, it says to contact the cable company. So I do, and I give them a bunch of numbers. We go back and forth and I spend a lot of time listening to hold music. Eventually, she just gave up and made a service appointment for me. She said they are not supposed to give out cable cards and you need a professional to install them.

    I have a feeling that when the "professional" comes to my house, s/he will experience difficulty as well.

    But I'm going through with it. Heck with these guys!!!
  8. timckelley

    timckelley run of the mill TCFer

    Oct 15, 2002
    I just activated my TiVo HD yesterday, but I have analog cable through Time Warner, so I guess I don't have to worry about installing/activating cable cards. I'm told that the major networks have HD content. How will my TiVo know to record those in HD quality? When I set up an SP, under options, I can pick basic quality, medium, high, or best quality. But HD quality is not a choice. How does that work?
  9. MickeS

    MickeS Well-Known Member

    Dec 26, 2002
    You'll need to get CableCARDs to use the TiVo with the cable HD content. Most likely you will NOT have to pay any additional fees beyond the CableCARD rental fees.

    I have analog cable with TWC and pay $2/month per card, for that I get the locals in HD (and I got 3 month free trial of the HD package, but I'll drop that when the trial is over and go back to just analog).

    Unlike Cox, which I had before, TWC didn't give me any trouble when I said I just wanted the CableCARDs and no digital or HD package (cox insisted that I get the digital package). I might have just been lucky with the CSR, of course. :)

    SCSIRAID Active Member

    Feb 2, 2003
    Vero Beach, FL
    You can also attach an antenna and rerun setup. You will then have guide data for the locals via the antenna.
  11. quick

    quick New Member

    Jun 1, 2004
    Maybe I just don't know how these cable cards work, but to me there is nothing a tech can do at your house, there is nothing to configure on the tivo, nothing! Whats he going to do tighten the card with a wrench?

    The cards are possibly not ready, but thats nothing he can fix on the card when he gets there, its all done at the cable company activating the card from their end in their systems....

    It sounds to me like the folks on the phone just don't know how to activate it on their end, or their systems are just not ready or not working properly.

    IMO a tech coming to you house is useless. Only thing he can do is bring more cards with him that are perhaps setup properly.

    Once they get it right it will just start picking up the channels and do everything automatically.

    Good luck!
  12. TiVoter123

    TiVoter123 New Member

    Jan 1, 2001
    Orange, CA
    I currently have a THD with 2 cablecards installed. I am contemplating buying a S3, and moving the THD upstairs to the bedroom. However, I would want to put my CC's in the new S3 downstairs, leaving my THD CC-less.

    Has anyone attempted to do a "switch" of the CC's from tivo-to-tivo? I know that they need to be paired with the hardware that they are installed on, but is this re-pairing something that can be done over the phone with a standard tech, without needing a dreaded "service appointment"?
  13. Frazld

    Frazld New Member

    Feb 1, 2003
    Just got the TivoHD hooked up yesterday in Frisco. And of course, true to fashion, the cablecard install was the biggest pain.

    Fortunately the tech knew what he was doing (he mentioned that it was his second TivoHD of the day). He inserted the card and Tivo threw and error on the card. He calmly pulled out a spare but then simply removed the card (did he blow thing on the pin end of the card. does this really do anything? I mean I do it to but seriously.....I digress) and reseated it. Tivo was happy.

    Called up dispatch and he tried to transfer to one of several ladies that he knows can do the cablecard validation. Unfortunately both were out to lunch so we went with the dispatcher that answered the phone. After about an hour and a half and no luck she transferred us to one of the original ladies, now back from lunch, and within 10 minutes I was up and running.

    If you live in the Dallas area have your tech ask for Stacy or Kimberly. Cablecard validation veterans!

    And for the record I'm so stoked to be back with Tivo.
  14. shanebowman

    shanebowman New Member

    Oct 9, 2005
    Who did you send this to? I am in Winston Salem and am fed up with TWC's abuse of CC customers. I would like to get on the bandwagon with complaining to the right folks.

    Spoke with a Tech the other day and was informed that ALL the new HD cahnnels will be on switched format at least until Q2 2008 so that probably means 2009 at the earliest.
  15. jacksonian

    jacksonian New Member

    Nov 3, 2003
    North Carolina
    I'm on the Greensboro system, so I don't know if you're on the same system or if you have different people than we do. But here's who I've contacted about it:

    Buck Yarborough
    Director, Government & Public Affairs
    Time Warner Cable
    Greensboro Division
    (336) 231-6020

    Jack Stanley
    TWC President Greensboro
  16. shanebowman

    shanebowman New Member

    Oct 9, 2005
    Yeah Greensboro is the same Just sent off my message to both. Thanks
  17. keefer37

    keefer37 Active Member

    Oct 2, 2001
    Durham, NC
    How long till that switched USB dongle comes out to work with SDV?
  18. ncbagwell

    ncbagwell New Member

    Feb 15, 2005
    Cary, NC
    Regarding this quote from the TWC person:
    "Two-way CableCards will be able to receive all HD channels in our lineup since they rely on two-way technology. "

    Am I correct in thinking that they are referring to the Open Cable CableCards that basically force the TW interface on you? Sure, they are two-way but they won't work with Tivo, will they?
  19. mercurial

    mercurial Retro-Av

    Oct 17, 2002
    Caraleigh, NC

    SCSIRAID Active Member

    Feb 2, 2003
    Vero Beach, FL
    They should have said... Two way Hosts using cablecards will be able.....

    There is no such thing as two way cablecards. All cablecards support two way if the Host device supports two way (which the Tivo does NOT). The cable industry 'vision' is for Hosts running OCAP using cablecards. The 'interface' being forced is hidden in the middleware. The 'application' (which could be the Tivo Software) would use the OCAP interface to effect tuning or PPV etc.

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