Optimum cable Issues

Discussion in 'TiVo Help Center' started by charmedblu06, May 30, 2019.

  1. charmedblu06

    charmedblu06 New Member

    14
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    Jun 16, 2017

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    I had my Tivo Bolt for 2 years. Everything was working fine until yesterday night. The SD channels on my lower and upper channels went out (getting channel not available message). The HD counterpart works fine. I have checked cablecard diag menu and it seems the cablecard is paired, but the VCT is 0 and Val is not present. I'm not sure if it's a signal issues, cable card, or the Tivo. I have attached some photos from the diag menu. Has Anyone come across this issues before?
     

    Attached Files:

  2. JoeKustra

    JoeKustra in the other Alabama TCF Club

    20,330
    3,779
    Dec 7, 2012
    Ashland, PA...
    I don't have a Cisco card, but your image3 only shows 3 channels. That's not normal for Motorola:
    cablecard.JPG
    I always have four.
     
  3. Jun 1, 2019 #3 of 11
    charmedblu06

    charmedblu06 New Member

    14
    1
    Jun 16, 2017
    Bump

    I have contacted Optimum via Twitter, Chat(through there website), and phone. I have receive multiple answers: they are removing SD feed on Cablecard users, the Tivo is bad or the cable card is bad. The main error I getting: "Channel not available. Contact your cable provider for more information". This error message is on all SD channels I supposed to receive, some of this channels don't have HD equivalent. Some of this channels are
    Discovery Family (120), Universal Kids (130), Nicktoons (122), etc. The channels I listed are the same channels for the optimum box too. I'm not sure if my Tivo is going bad or I definitely have a bad cable card. The kicker is I able to receive channels that are SD (H&I-140, UP-175, LOGO-179, Hallmark-191). How would I troubleshoot if the Tivo is bad?
     
  4. Jun 1, 2019 #4 of 11
    fcfc2

    fcfc2 Well-Known Member

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    Feb 19, 2015
    Extremely unlikely that the Tivo is bad, the "they are removing the SD channels on Cablecard users" sounds like a bunch of BS as well as a violation of FCC regulations. The likelyhood that the cable card went bad...is also BS.
    Usually the cable company boxes still have cable cards installed, does your box have a cable card and does that box still get the SD channels?
    You might try redoing the guided setup but if that fails, I would file an FCC complaint. Submit a request – FCC Complaints
     
  5. Jun 1, 2019 #5 of 11
    charmedblu06

    charmedblu06 New Member

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    Jun 16, 2017

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    Thank you for your suggestion about filing a complaint with the FCC. Here is an update on what happened today:

    I went to Optimum store to get a new cable card. Once I got up to the front desk and mention I have a tivo, the optimum employer knew why I was there. She stating “you aren’t getting any channels on the Tivo, and we are working on the issue, no need to swap the Cable card”. “In the mean time you can get a cable box from us, or buy a tuning adapter”. I response back don’t you guys carry the tuning adapter?” optimum employer stated they don’t have the tuning adapter, you can get it at electronic store like PC Richards or BestBuy”. I never heard such BS. I’m beyond frustrated. I never had to use a tuning adapter with Optimum or Fios in The Bronx. I'm not sure what to do, besides filing a complaint with the FCC.
     
  6. Jun 1, 2019 #6 of 11
    mattyro7878

    mattyro7878 Well-Known Member

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    You definitely got yourself a bad rep at the optimum store. That would be like the phone company rep telling you to "go buy a pole". TA's are provided by your cable provider. Period the end.
     
  7. Jun 1, 2019 #7 of 11
    fcfc2

    fcfc2 Well-Known Member

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    It sounds like they may be putting the SD channels on SDV but without supplying the customers with the required TA/tuning adapter. This is a no no, but it sounds like the folks are the same low caliber/poorly trained as most other places. I would just go ahead and file the complaint with the FCC, do not waste time, just explain the issue as clearly and briefly as you can and get it filed.
     
    Last edited: Jun 2, 2019
  8. Sep 2, 2020 #8 of 11
    Dan54685

    Dan54685 New Member

    3
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    Feb 1, 2019
    Hi - Just an update here and confirming the above June 1st, 2019 posting from Mattyro. I am in CT and this just hit me last week - 9/2020. It appears Optimum has moved to SDV or more a single channel for all their SD Channels. The changes requires bidirectional communication of their cable cards. This is not supported today. The Cable guy came yesterday and confirmed it. I am currently waiting on an Optimum tuner. They do not have any, a bit short sited on Optimum poart. The cable guy said, Optimum had been using SDV for some time, but only a on a few channels. The change for all, just happened. Or it mimics what i am seeing. The tuner is expected to work. It is another piece of equipment though.

    I am currently waiting on Optimum to give me timing on a tuner.

    Just a heads up, they - Optimum - did this to increase overall bandwidth, maybe a good thing. This allowing more streaming. We of course know, this is where life is going - streaming. More netflixs, disney++... I do love my tivo. it does bother me to have a million streaming services.

    This tread may help : Tivo Customer Support Community
     
  9. SimplyAR

    SimplyAR New Member

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    Sep 29, 2020
    Dan,
    Any luck getting the Tuning Adaptor? Is there a monthly charge? I'm on Long Island and have been having a lot of issues with not just my SD channels but also my HD (V58 error on basic cable channels) I'm wondering if this might help fix it.
     
  10. NF_int

    NF_int New Member

    3
    0
    Nov 6, 2013
    I am in CT and having the same issue. I am getting different answers on what the issue is and how to resolve it from Optimum.
    I was told i could get a tuner adapter at the store and that should allow me to get the missing channels. The Norwalk store does not have tuner adapters and they said they probably are not going to ever have them. I asked what can I do? The representative recommended I replace my Tivo with an Altice tuner and DVR. This is the only solution that they have. It may be illegal but this is what Optimum has done. They do not have tuner adapters, and one representative told me I only need the TA if I subscribe to premium channels, which I do not.
    I was told that the cable card or the Tivo are bad.
    I have replaced the Cable card, and replaced the Tivo. I was told they need to send a technician out. The technician says I need a TA but they do not have them. I called Optimum and asked when can I get a TA, they told me I do not need a TA. They need to send a technician out to resolve the issue.
    This is mad, I have been using Tivo for years and I am at the point of leaving because Optimum does not support them anymore.
     
  11. dddcar

    dddcar New Member

    4
    0
    Oct 27, 2008
    I am having the same issue. TiVo user for 15+ years and have been with Optimum on Long Island for most of that. I am getting no channels as of two weeks ago. I have had three technicians come to my house as well. Two of them walked right out and said they don't know how to work with Tivos (they didn't even come in branded Optimum trucks). I have been on with customer service for 5+ hours over the last two weeks. Nobody knows what they're doing. I feel helpless as I'm stranded. If you learn what the issue is, please let me know.

    I am going to file an FCC complaint as well. However, it seems like as of Sept, the FCC no longer requires cable companies to provide cable cards...I guess due to the streaming options. We need TiVo to help us fix this, otherwise these boxes will be no good anymore.
    Cable-box competition rules have been completely dismantled—to the detriment of consumers
     

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