Official Time Warner Cable Thread

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

  1. Aug 4, 2015 #6241 of 6277
    tatergator1

    tatergator1 Well-Known Member

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    Columbus, Ohio

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    In general, when a TA is connected, it takes over channel mapping, i.e. virtual channel numbers to actual QAM frequency. Without a TA, the CableCard will perform the mapping. This would explain why you get the SD version with no TA, and then have problems with the TA connected. This is most likely an issue with the TA's channel map. In your case, I'm guessing the frequency associated with channel 116 is incorrect in the channel map on your TA.

    Furthermore, it's been awhile since I've seen it discussed, but TWC was starting to roll out auto-HD functionality to CableCard/TA setups in some areas. In this situation, the TA's channel map is updated to point to the QAM frequency of the HD channel, regardless of which virtual channel number you enter. This would explain why another user in the area indicates they're seeing the HD feed when tuning channel 116. Perhaps TWC is rolling out auto-HD in the area and the channel map upgrade has resulted in some corrupted channel maps. I'd try the national CableCard line again and ask about the above topics.
     
  2. Aug 4, 2015 #6242 of 6277
    ej42137

    ej42137 Well-Known Member

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    Right, that's why am thinking your tuning adapter is malfunctioning. If you unplug the USB connector or remove the power, the tuning adapter is a pass-through; it's like it's not even there. It could be that the mapping data for the tuning adapter is different than that provided for the cable card, which could cause your problem.

    Sounds like the opposite problem to me.
     
  3. Aug 4, 2015 #6243 of 6277
    Teeps

    Teeps Well-Known Member

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    Torrance,Cal...


    Agree, but 2 malfunctioning tuning adapters?

    My thinking now is, if not a coax problem then it's a head end problem.

    Well it's time for the truck roll to arrive...

    UPDATE:
    1455 HRS Time Warner tech just left.
    Problem is confirmed, mapping problem at the head end. The tech said he's had numerous complains in the area about a Japan channel not working as well. And those were on time warner equipment.
    He checked the signal strength, etc... no problem with my house.
    He climbed the utility pole and replaced the coax, again (been about 8 years since last changed.)

    In the mean time I discovered that the Power Nation programs I missed are also shown on a different channel. So I have a work around for those 4 programs.
     
    Last edited: Aug 4, 2015
  4. snickerrrrs

    snickerrrrs Tech-no Guide

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    I'm thinking of buying a couple TiVo HD lifetimes to use with Time-Warner Cable. Do cable cards still work with TiVo HD? I've been with Directv since early 2000 but my monthly bill is over $100 a month! Directv never offered me an upgrade the entire time. If I switch to TWC I can get tv and 50 megabit Internet for less money. Are cable cards expensive? Thanks in advance.
     
  5. dlfl

    dlfl Cranky old novice

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    Dayton OH

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    I'm running a lifetime TiVo HD on TWC. CableCARD's definitely work with TWC and most TWC regions use SDV so you will have to have a Tuning Adapter (TA) to get all the channels. The HD needs only one CC. They typically cost $2.50/mo., while TA's are usually furnished free.
    You need a CC and TA for each TiVo.

    There's a good chance TWC techs and support people know almost nothing about this stuff. So do a self-install. Go to a local TWC store and pick up the CC's and TA's. You could ask about a self-install kit which should include a short coax cable and a USB cable, both of which connect between the TA and the TiVo.

    Call the TWC national CableCARD help desk to guide you through the installation. 866-532-2598
     
  6. Teeps

    Teeps Well-Known Member

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    Torrance,Cal...
    Yes.
    And, you will also need 2 tuning adapters too.
     
  7. Teeps

    Teeps Well-Known Member

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    Aug 16, 2001
    Torrance,Cal...
    The problem with SpikeTV ch 116 (in Torrance) was resolved a few days after the Tech visit.
     
  8. NSPhillips

    NSPhillips Member

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    May 31, 2007
    I ordered new service with Time Warner in Greensboro, NC. I ordered an HD box (so my wife can watch TV before I get there with the Tivo) and a Cablecard with Tuning Adapter. All he needed to do was hook up the box, attach the point-of-entry filter I provided and drop off the other equipment. I also wanted him to program the remote to control the TV she took with her.

    I'm a professional technical writer so I made a requirements/installation guide for her to give him, including a list of equipment and a list of stuff to do.

    The technician showed up without a cablecard and said he had never heard of a tuning adapter. He refused to attach the POE and then left without even turning the cable box on to see if it worked. Turns out only the locals actually worked at all. No premiums, no cable channels. My wife was left with a non-working remote, none of the channels we paid for and none of the additional equipment we ordered.

    Is this the level of competence and service I should expect from this company? I guess I understand why this package waived the installation fee. You get what you pay for. I'm coming from a FIOS area where even the dumbest technicians are still able to make a phone call to get stuff working before they leave.
     
  9. Teeps

    Teeps Well-Known Member

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    Aug 16, 2001
    Torrance,Cal...
    Hope you wrote to 5th grade level...

    Wow!
    At this point, normally I'd recommend calling the cable car national number... but, you're just trying to get a twc box to work.

    Call the local twc number?
     
  10. dlfl

    dlfl Cranky old novice

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    Dayton OH
    Well, frequently ... yes.

    I doubt they ever get detailed written instructions from a customer such as you provided, and that may have provoked an even worse-than-usual performance. They will (eventually) get any TWC-provided "cable box" (assuming you mean a set-top box or DVR) you ordered working properly or they will give you a credit for the time you go without the full service you are paying for, although you probably will have to ask for it. And you may have to wait several days for a truck roll.

    Regarding CableCARD and Tuning Adapter, don't expect much from local TWC service -- they are usually clueless. Your best source of help for these items is the TWC national CableCARD help desk at 866-532-2598. Also you're probably better off going to a TWC store to get these items rather than trying to make them bring, or send, them to you. Unfortunately only their larger full-service stores stock these items.

    Don't know if TWC installers are normally expected to program customer-supplied remotes -- would doubt it.

    Why the POE filter? Will you be using MOCA networking? I wonder if their techs are only allowed to install TWC-approved filters?
     
  11. Dec 5, 2015 #6251 of 6277
    n64ra2

    n64ra2 New Member

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    WTF is wrong with TWC? Their cablecard support number 866-532-2598 is down. Local TWC support can't even patch in to it.
     
  12. Dec 5, 2015 #6252 of 6277
    darklyte

    darklyte Joe

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    I've had issues with them this week too and that number not working. They gave me a second number that I was able to get through on 855-286-1736. Don't know if its only for NYC area but give it a try, the rep was fairly helpful, though what I was working on w/ them wasn't too complicated.

    They also mentioned they have online support/chat option for cable cards at twc.com/cablecard though I didn't try that option and now that I look at it I'm not sure its any different from their regular support.
     
    Last edited: Dec 5, 2015
  13. Dec 5, 2015 #6253 of 6277
    59er

    59er TiVotee

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    That 718 number is plain old customer service, tech support, billing, and everything else for NYC.
     
  14. Dec 5, 2015 #6254 of 6277
    videobruce

    videobruce OTA is still alive

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    In the WNY market, CC are $2.50 a month for the first and $4 a month for any additional. They add a additional outlet fee of $1.50. (No, I'm not making that up :rolleyes: ).

    I don't know if it was written at ANY level would of made any difference. I have heard statements from top level field guys (above line techs) get things wrong about SDV. I really don't think ANYONE knows the whole story, probably by design simply because they DON'T want anyone to know anything when it comes to these Turning Adapters. :mad:
     
  15. Dec 5, 2015 #6255 of 6277
    darklyte

    darklyte Joe

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    Sorry, I called so many numbers trying to get through to them, the 917 was the first one I tried.

    Below is their digital initiative number that they gave me after the 866 one wasn't working.

    855-286-1736
    Time Warner Cable Digital Initiative Support (cable cards)
     
    Last edited: Dec 5, 2015
  16. Dec 5, 2015 #6256 of 6277
    ej42137

    ej42137 Well-Known Member

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    I had the same problem just the other day when the Showtime East feed was SD instead of HD. I called three times, each time they tried to pass me on to National CableCard support, each time it immediately dropped the call. On my fourth try I got a rep that wasn't absolutely clueless; he knew that Nat'l CC support is only open 8-11 EST and suggested I call them directly the next day. Seeing as how you posted this at midnight, I bet that's your problem too.

    Of course, I couldn't convince any of these dullards that the problem wasn't the CableCard or the Tuning Adapter; one tried to convince me that I had a loose connection that was causing the problem! She scheduled a truck roll to check my "levels". I was polite as could be and insisted they report the problem to the next level; magically they fixed the problem before the truck rolled.
     
  17. Dec 5, 2015 #6257 of 6277
    n64ra2

    n64ra2 New Member

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    I was calling after 11pm EST. The automated message just said 'we cannot process your call.' Seems like the automated message should say they are closed.

    Today, the number was working. Rep mentioned that they rolled out chat support a few weeks ago. Probably has the same hours.

    Thanks. Will keep that number.
     
  18. Dec 7, 2015 #6258 of 6277
    darklyte

    darklyte Joe

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    Incidentally, I just tried the chat link on the twc.com/cablecard page and that brought me straight to a cable card chat rep if anyone wants to try that route as opposed to calling
     
  19. Dec 8, 2015 #6259 of 6277
    videobruce

    videobruce OTA is still alive

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    The majority of CC CSR's are quite decent. Surely a cut (if not two cuts) above the usual ones outsourced from India or the Philippines (or whatever country they are in).

    Maybe since they know I'm local (they are in downtown Buffalo) that may make a difference, though I kinda doubt it, though there are couple that leave room to be desired.
    Also, they have hired some young (possible very young) newbies recently (easy to tell by the voice).
     
  20. Dec 8, 2015 #6260 of 6277
    hoosierdaddy2442

    hoosierdaddy2442 New Member

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    Dec 8, 2015
    I have a question regarding using a Tivo unit with TWC. After talking with multiple CS reps they have insisted that I would still be charged around a $12.00 fee/month to use DVR service on my plan even though I would opt to use Tivo instead. Is this accurate? I don't understand why I would be charged a fee by TWC when I'm not using their equipment or DVR service? The way I understand is that I would pay for the Tivo service separately, get a cable card (which I would pay a monthly fee for) and possibly a tuning adapter... Could someone please clarify for me?

    Thanks so much.
     

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