Optimum Cable Card Issues With Tivos

Discussion in 'TiVo Edge' started by blakeb, Aug 5, 2020.

  1. Aug 5, 2020 #1 of 91
    blakeb

    blakeb New Member

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    Jan 24, 2002
    New York

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    Need info, I have 2 issues that I hope someone can help. I have a Bolt with a cable card that is authorized and sort of working. I had issues (missing channels) that were caused by Optimum not telling me I needed a Tuning Adapter. Once I installed the tuning adapter I was able to get all my channels but a new problem developed when watching some channels (TBS, BBC ect.) the picture freezes, then starts again or it pops up a warning Not authorized to watch this channel contact you cable provider. My other problem is on my Bolt Optimum customer service can't seem to get the card authorized. I have already sent complaints to BBB and FCC. Just a side note the BBB seems to have more clout then FCC. Thanks to all who can shed light on these issues.
     
  2. Aug 6, 2020 #2 of 91
    stevet555

    stevet555 Member

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    Jan 23, 2017
    I am having the same issue with the freezing w/ V58 Tivo error message = Unauthorized on certain channels for the last 2 weeks or so. Channel 150, and some others work fine, but MSNBC, TBS, ABC (707), have more prevalent freezing -- I had a tech come out and check the signal which is fine, next step will be to replace the drop. I am NOT completely convinced its not a Tivo software update that caused this..
     
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  3. Aug 6, 2020 #3 of 91
    blakeb

    blakeb New Member

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    Jan 24, 2002
    New York
    Who is your Cable Company and do you use a Tuning Adapter?
     
  4. Aug 6, 2020 #4 of 91
    blacknoi

    blacknoi Active Member

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    Jan 23, 2006
    This has been happening to me last and this week as well (Optimum, Morris County NJ system). ..random unauthorized messaged that result in a moments screen-freeze-breakup and then once the new auth-key is received from the cablecard, the picture resumes. Very annoying.

    At first I thought it was because I had some channels on my guide not filtered out that I didn't subscribe to (and a suggestion was trying to record it ...I'm still on TE3 on my 2 bolts), but everything that is there, I subscribe to.
     
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  5. Aug 6, 2020 #5 of 91
    stevet555

    stevet555 Member

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    Jan 23, 2017

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    @blakeb -- Optimum cable Long Island, no tuning adapter.
     
  6. Aug 6, 2020 #6 of 91
    RickNY

    RickNY Active Member

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    Sep 16, 2007
    stevet555 likes this.
  7. Aug 6, 2020 #7 of 91
    techpro2004

    techpro2004 Member

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    Oct 14, 2019
    same bug, authorizing for a few seconds then it resumes. My cable co is also optimum.
     
  8. Aug 8, 2020 #8 of 91
    Life4M

    Life4M New Member

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    Aug 8, 2020
    Hi Everyone,

    Just joined this forum as I stumbled upon this thread yesterday and I’m having the exact same issues as Blacknoi above (And everyone else for that matter). I’m an optimum customer, in Morris County NJ, and in the last 2 weeks I started having the same issue with V58 unauthorized messages, picture freezing, then resuming. Earlier this week I tried replacing my cable card thinking that it was failing on me. After going to the optimum store, asking the store rep who gave me the new card “Is this card authorized?” And her replying of course, I went home popped the new card in and none of my premium cable channels were working. So now I have an on-site tech coming to activate the cable card this morning(Optimum could not do it remotely after spending about an hour on the phone with them). I will definitely be sure to speak to a supervisor and make sure that they are aware of this thread. Not sure that will help forum members in other localities, but I will keep you posted. Also will be opening a ticket with TIVO Support to make sure their aware (they open in a few hours 8AM PT). I’m fairly certain once my cable card is successfully activated the problem is going to persist. Also, will be sending the FCC a complaint regarding this as well. This is absolutely ridiculous, I’ve had my TIVO Bolt for over 5 years and have been a completely satisfied customer up until this point. Seems like this is through no fault of TIVO’s at all, optimum seems to be the common thread here. I have replaced all my splitter’s with brand new ones. I’m sure optimum will want to inspect my tap. Don’t think any of that will help. The fact that Blacknoi is reporting the same exact issue in the same exact time frame is throwing up red flags for me that this is some sort of an issue on Optimum’s Headend.
     
  9. Aug 8, 2020 #9 of 91
    blakeb

    blakeb New Member

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    Jan 24, 2002
    New York
    Good luck trying to get a supervisor I have tried with no luck, as for getting your card authorized they are never pre-authorized. The on site tech can't do it they will need to give the card and host info. to someone in a tech department (not the person you talk to on the phone they don't know what they are doing, they just read out of some manual) The procedure requires something they don't know. I know this first hand as I fought with trying to get a cablecard authorize on my new Edge. Thru customer service no help. On site tech came took cablecard information and host ID then left and turn the information over to someone - one day later card was authorized. Good Luck
     
  10. RickNY

    RickNY Active Member

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    Sep 16, 2007
    So, I had been putting this off for a while but today I downgraded my TE4 Roamio Plus and Mini Box’s to TE3.. I know someone else mentioned having TE3 and experiencing this issue, I can also confirm that the problem still exists on TE3.. I’m not sure if there was any sort of firmware updates pushed through to the tuner during its time on TE4, but I’m pretty sure this is firmly an Optimum issue.

    I filed an FCC complaint the other day, so I’ll let that play out. I’ve been suggesting that others having this problem do the same - front line support is both not answering the phone and I doubt they will do anything to get it resolved.
     
  11. blacknoi

    blacknoi Active Member

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    Jan 23, 2006
    Just got my power back after 5 days due to Isaias, and no freezing today the past few hours, for what it’s worth.

    edit: nevermind. Getting freezing on the Yankee game / YES.
     
    Last edited: Aug 8, 2020
  12. RickNY

    RickNY Active Member

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    Sep 16, 2007
    I’ve noticed some channels don’t freeze at all. So far any HBO or Showtime channels we’ve watched today. And some freeze often - A&E, CMT, TruTV, History, TBS - to name a few
     
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  13. stevet555

    stevet555 Member

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    Jan 23, 2017
    @RickNY -- Seems like a similar list of channels freezing for me as well. Some more often than others / frequent.
     
  14. Life4M

    Life4M New Member

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    Aug 8, 2020
    Just wanted to provide an update. Was able to get my replacement cable card authorized by the onsite tech from Optimum. He told me that optimum (Now Altice) (specifically in Randolph, NJ) is updating the headend on site in preparation for upgrading their coaxial connections to deliver 1GB speeds. In doing so, they are moving the frequencies that the existing channels are sitting on. He recommended that I get a tuning adapter, which I did. The tuning adapter has been able to connect a total of 2 times in the last 3 days, and does not stay connected for an extended period of time. Usually it’s giving me a “No Tuning Adapter” message. Basically seems like a waste to me, although the tech did say that it might not make a difference until they’ve finished migrating the channels with this 1GB upgrade their doing.

    Overall I’m still having channels freeze up with the V58 error, which is frustrating. It seems better than it was a few weeks back where basically every channel was freezing up every 5 minutes. I’m going to wait it out for another month or two, hopefully they’ll finish doing whatever they need to on the backend.
     
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  15. RickNY

    RickNY Active Member

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    Sep 16, 2007
    That means the Tivo lost the USB connection to the TA. If you have a Bolt, Tivo states that the TA needs to be plugged in to the top USB port. May want to check that.

    The V58 errors, Ive noticed -- are less during the daytime hours and get worse at night. Also, Ive been keeping track of which channels seem the worst.. Based on what we watch, 746 (A&E) is pretty bad.

    While the tech meant well, the TA or SDV doesn't have anything to do with the V58 errors. In fact -- all of the channels I have run into the V58 issue with are not SDV channels, they are linear HD channels.

    Also, our channels here on the Brookhaven system were all migrated to SDV similar to yours back in March - which is when I installed the TA. The V58 error just popped up starting around 3 weeks ago for us.
     
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  16. old_dood

    old_dood New Member

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    Apr 1, 2016
    Tivo/Optimum Long Island customer. I've also been having the same issues. At first, with Bolt+, Tivo determined my signal/noise ratio was too hot. I even asked a question here as to whether the Edge was less susceptible. I got no responses. So I saw the big discount on the Edge with lifetime service and bit. After power came back on installed the Edge with new CC I got at Huntington Optimum store. 5 hours later (one on hold) Optimum rep couldn't bind it. We also tried the CC that was in my Bolt. She unbound it but couldn't get to bind to the Edge but she told me she'd call me back 7am Monday (yesterday). I submitted an FCC complaint that night.

    She did call me back on time the next day and claimed she was trying to get through to a higher level of support but could not. Overall, she seemed pleasant and conscientious. For some reason she had to hand me off to someone else who also seemed to be very dedicated. Again, we tried both CC to no avail. He did get to another person for help and it was determined I should go back to Optimum store for another CC.

    I spent an hour waiting on line outside in the heat (covid requirement....no waiting on line inside), got new CC, got home and the tech called me back at predetermined time. Installed new CC with same result. It's now around 4pm. I tell him we'll stop at 4:45 at which time I'm connecting an Optimum Samsung box so I can watch TV at night but I'm putting my original (Bolt) CC back in the Edge. At around 4:30 he tells me IT BOUND!!!!!!!. What did you do? "I unbound it first and then it bound".

    While watching on the Edge last night, picture is still breaking up although it doesn't seem as frequently as with the Bolt. Seriously considering returning the Edge now but first trying some signal attenuaters I ordered from Amazon last night.
     
  17. RickNY

    RickNY Active Member

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    Sep 16, 2007
    TiVo will pretty much always tell you the signal is too hot if the SNR is over 35.. The key metric is signal being displayed as 100% on the TiVo - if all of the signals are showing below 100%, the SNR at higher than 35 should be acceptable.

    I’ve been through every combination of attenuation from 0 - 16 dB in the past two weeks - it doesn’t change the frequency of V58 errors for me. I’m convinced it is something being inserted into the stream at the headend that is interfering. I get an initial breakup and exactly 30 seconds later - a 2nd one. It does not happen on broadcast non-encrypted channels, and does not happen on premiums (we have HBO, Showtime, Starz)
     
  18. old_dood

    old_dood New Member

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    Apr 1, 2016
    yep, in addition to using the -7db port on my splitter, I added cable attenuaters totaling an additional -25db. my signal levels are good and s/n are in the Tivo recommended range. Although it seems to be improved, the pixelization, hesitation, and V58 errors still occur.
     
  19. Demadtekneek

    Demadtekneek New Member

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    Aug 14, 2020
    Same issue w/ optimum refusing or not being able to bind cablecard over the phone. Been dealing with customer service for over 20 hours this week. 3 cablecard. 8 calls. 4 visits to the optimum store. No progress. This is a new edge replacing and old roamio that wasn't recording properly although now I'm starting to think optimum was the problem all along. Just filed FCC complaint.
     
  20. mattyro7878

    mattyro7878 Well-Known Member

    1,736
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    Nov 27, 2014
    Southern CT
    Dont let them wear you down. They want you to throw up your hands and say "just ship me one of your boxes".
     
    Demadtekneek likes this.

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