SDV - Charter Communications

Discussion in 'TiVo Series3 HDTV DVRs' started by jdmass, Jan 9, 2009.

  1. Nov 12, 2009 #61 of 359
    tmrfe

    tmrfe New Member

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    Nov 22, 2007
    Glendale, CA

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    CableCARDs are definitely still needed in addition to a tuning adaptor in areas like Long Beach where they are using SDV. This is a quote from TiVo.com support article on tuning adaptors: "CableCARDs are required for decrypting programming and for decoding copy protection on your channels. CableCARD(s) must be working properly before you can test the operation of a Tuning Adapter."

    My Charter statement often includes updates about the Long Beach offices, so the Glendale and Long Beach offices must be associated in some way. Maybe you should tell your Charter guys to call Glendale and find out what they should be doing to get the CableCARDS working. Or maybe they have already started switching all of those channels and you'll just have to wait for the January tuning adapter deployment (which is stupid, since they've deployed the adapters here and haven't even started using switched channels, yet).

    If you can't get this worked out, dumping Charter sounds like a good plan. Do you have the ability to get U-verse in your area? I've had good first hand experiences with it, and that way you don't have to deal with a mounted dish and a two-year commitment (or whatever) with DirectTV. Of course, you wouldn't be able to use your existing TiVo in any sort of normal capacity, so it's a mixed bag.
     
  2. Nov 20, 2009 #62 of 359
    buzzword

    buzzword New Member

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    Jun 9, 2002
    Glendale, CA
    Ok, I take this back, about 2 weeks ago I started getting restarts on a daily basis.
     
  3. Nov 25, 2009 #63 of 359
    peezee

    peezee New Member

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    Nov 16, 2009
    Currently, I have a SA 8300HDC in the living room im planning on keeping until it dies. I also own a Tivo HD-DVR. Anybody out there have any experience with having a leased cable box in one room and a tivo in another room? Will they conflict with each other?
     
  4. Nov 25, 2009 #64 of 359
    RonDawg

    RonDawg Well-Known Member

    27,261
    2,919
    Jan 12, 2006
    Neither...
    You can have them in the same room, attached to the same TV, and have no conflict whatsoever.
     
  5. Dec 4, 2009 #65 of 359
    rem

    rem Member

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    Jan 27, 2005
    southern ca

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    after having the tuning adapter installed for almost two months now, i'm getting almost daily reboots and cancelling my recordings when it does reboot. not only that, the quality on some hd channels is horrendous. i'm getting pixelation and audio drops to the point of making the program unwatchable on discovery, history, and showtime channels. these channels were rock-solid before the tuning adapter got installed. now i find that i have to program the non-hd channels of the programs i want to watch as backups just in case the hd version is unwatchable. if the point of the tuning adapter is to ease up on bandwidth usage, why is the picture quality (and audio quality, for that matter) worse now that there is more bandwidth available?
     
  6. Dec 4, 2009 #66 of 359
    sharky777

    sharky777 New Member

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    Feb 13, 2005
    Well same mine too. I live in So. Calif. It happened couple weeks ago. Charter technicians will come my house tomorrow for repair or replace that mofo TA also they will install cablecard and TA on my other new Tivo HD.
     
  7. Dec 5, 2009 #67 of 359
    tmrfe

    tmrfe New Member

    12
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    Nov 22, 2007
    Glendale, CA
    I had a recent experience with Charter that might be a clue as to your rebooting issue (see below). I, however, haven't noticed HD quality issues. About a year ago, I had pixelation/tiling and audio drop out problems on my S3. It turned out my signal was actually too hot (something that's usually only an issue for FiOS customers) and by attenuating the signal (either with a -10db attenuator or a -7db splitter) the issues were resolved. Look at the pixelation thread here to see if that might be related to your trouble.

    Tivo HD Pixelation Troubleshooting

    I just had a Charter tech at my place in Glendale yesterday to swap cableCARDs into my replacement S3 ( and no, Charter can't just do that over the phone ::sigh:: ). While he was setting everything up, he was surprised to notice that I had a tuning adaptor already installed, because there was no record of it in their system. He figured that's probably the reason the tuning adaptor was rebooting so often.

    Once everything was connected and paired, I had an issue on roughly six different digital channels where the TiVo would tune the channel for a split second and then kick out to the uninitialized cableCARD screen. You can clear the cableCARD screen, but afterwards the channel is just black. After two hours of messing with signal strength and configurations, Charter admitted that they are in the middle of "switching channels all over the place" and that the problems should be resolved by this coming Tuesday. However, they admitted that they haven't made any effort to inform customers with cableCARDs that certain channels may be unavailable to them temporarily.

    So, if you are a Charter customer in Glendale/Burbank using cableCARDs and a tuning adaptor, be aware that certain digital channels may not tune properly until after 12/8/2009. For me, the affected channels include TBS HD, TLC HD, Smithsonian HD, Cinemax HD, GSN, and Disney XD. Now of course, Charter's technicians could be completely wrong, and this might be problem that's only affecting me. I guess we'll know on Tuesday.
     
  8. Dec 8, 2009 #68 of 359
    peezee

    peezee New Member

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    Nov 16, 2009
    I live in the burbank Area and have waited 3 weeks now for a tech to come out and install the cable card(s) and tuning adapter. constant weekly cancelations due to techs not available. I even had one tech say i wasnt home (apt on 12/5/2009) when i was home the whole day and not receive one call from charter. All i want is for my tivo to be working in my second bed room. Sorry for the rant. How has it been for you guys? I can't wait for my tivo to finally be set up.
     
  9. Dec 11, 2009 #69 of 359
    tmrfe

    tmrfe New Member

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    Nov 22, 2007
    Glendale, CA
    Turns out the Charter techs were mostly wrong. After a week of waiting, and two additional truck rolls, I now have all of my channels back. Here's what happened. When my cableCARDs were first installed in my replacement TiVo, they were not fully authorized by Charter dispatch. So, for some reason, they were able to tune all channels except a couple of specific HD channels. After continuing to push for the techs to try different cableCARDs I finally got two that worked completely. For the Scientific Atlanta M-cards, on the host ID screen it must say "Authorization Received" for the card to be fully functional. No one at Charter noticed that or had any idea to look for that message.

    Remember that Tuesday deadline when "everything was supposed to be working". That day, I lost two more channels: TCM and HBO2. The reason for these missing channels was simple: Charter in Glendale has officially begun switching channels as of Tuesday. That's right, your tuning adaptors are finally necessary to receive the following channels: Disney XD, TCM, GSN, and HBO2. There may be more as well, but those are the ones I can confirm.

    The techs I talked to had no information about any new channels in our lineup, except the same old, "Yeah, we should have new ones soon."

    If you haven't noticed, dealing with Charter support is an extreme waste of time. One helpful tip: when you make an appointment with a Charter CSR on the phone, make sure to ask them to "put in the codes for cableCARDs and a tuning adaptor" in the appointment notes. Otherwise, the local office will just send any ol' tech, who may not have the equipment or training (ha!) necessary to deal with TiVos. That is, if they send a tech at all.
     
  10. Dec 11, 2009 #70 of 359
    ballookey

    ballookey New Member

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    Dec 11, 2009
    Hey there - before I get to the point, I want to say what a big help these forums have been. My husband used to take care of all this stuff and I knew he frequented these forums. So after he went into the hospital and I had Tivo/Charter issues, I knew to come here and the information has been invaluable.

    Anyway, we got our tuning adaptor from Charter in Alhambra, CA back in October. At first, it would restart once or twice a week and we'd get the "There's a tuning adaptor..." screen with the usual hassles: stops recording, drops us out of a pre-recorded show, have to start over. If it happens at night, nothing else gets recorded until we wake up and turn on the TV and tell it "Continue..."

    Annoying, but I put up with it. It just wasn't annoying enough to bother with technical support hell.

    About 10 days or so ago, this started happening several times a day. Our Tivo was littered with partial recordings, and lots of shows were just not recorded if we didn't notice that the TA had reset.

    In the past 10 days, we've had three tech rolls to our house including a marathon session of seven hours yesterday, a grand total of six TA's installed, and our cable cards completely shuffled, replaced, reshuffled, and replaced again (unnecessary).

    The current TA has only been here for 24 hours, and it's so far reset six times.

    It doesn't sound like there's a solution to this yet, or even any clue on Charter's behalf with regard to what's happening. They just bring another darn box. I don't know if Tivo needs to update the software, or if it's the TA's fault, but I hope it gets fixed soon because I'm tired of paying to not get my recordings and after having used Charter's DVR years ago, I'll never go back again. It's Tivo or books, so hopefully someone FIXES IT! (although, I guess my reading pile has been getting a little tall lately)

    Thanks for your ear, guys. You're all the best.
     
  11. Dec 13, 2009 #71 of 359
    sharky777

    sharky777 New Member

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    Feb 13, 2005
    I guess Charter might keep testing on all customers' TA in San Gabriel Valley So. Calif. before They are making changes to the channel line up, effective January 12 2010. Also they are adding 15 new HD channels including PRIME TICKET HD, USA HD, SCIENCE HD, LIFETIME HD, MLB HD, FX HD, BRAVO HD, ON DEMAND HD, TMC HD, NGC HD, CNN HD, CNBC HD, SYFY HD, VS HD AND GOLF HD. I have two TA in my rooms that randomly reboot almost everyday like your TA.
     
  12. Dec 20, 2009 #72 of 359
    skycat

    skycat New Member

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    Dec 14, 2007
    I'm in San Gabriel ares and I have the exact problem. The TA restarts a few times daily since late Nov.
    I was gonna ask them to replace the TA, but now I've heard you guys are having the same problem even after replacing, looks like it's not hardware problem.
    I hope this is because they are preparing and testing the new channel line up for next Jan and will be resolved after the roll out :mad:

     
  13. Dec 30, 2009 #73 of 359
    rem

    rem Member

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    Jan 27, 2005
    southern ca
    now my tuning adapter is rebooting 2 to 3 times daily. i mostly record programs from OTA HD signals, not a cable channel. but everytime that damn thing reboots, my recordings are cancelled. if the tuning adapter is for the cable channels, then it has no business affecting my OTA recordings. so it's not just a charter issue but a tivo issue as well. the very least tivo can do is release an update so that tuning adapter resets will not affect an ongoing OTA recording. i'm so pissed now that i might consider pulling the plug on the tuning adapter to insure that my recordings for the returning shows next month on network tv are complete.

    so who do i rant to most? tivo or charter?
     
  14. Dec 31, 2009 #74 of 359
    RonDawg

    RonDawg Well-Known Member

    27,261
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    Jan 12, 2006
    Neither...
    I've resisted getting a Tuning Adapter due to all the problems that have been reported by customers with Charter and other cable providers. Up until now it's worked fine for me.

    It looks like as of today I've lost several of my digital SD channels, including some Discovery networks (Discovery Home, Military Channel, Science Channel) as well as DIY Network and VH-1 Classics.

    Fortunately my favorite channel in that group, National Geographic, is still accessible, though for about an hour I wasn't able to tune it.

    My HD channels don't appear to be affected at all, and these are the ones I thought I'd lose first when Charter actually started to use SDV.

    I'd set up an appointment but I am going out of town for two weeks, so I'll have to wait until I get back. I do have some recordings scheduled on NatGeo while I'm gone, and hopefully I'll have something to watch when I return.
     
  15. Jan 1, 2010 #75 of 359
    if1995

    if1995 New Member

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    Aug 14, 2009
    i am a charter customer in the Alhambra area. I had my TA installed in late August, i must be pretty fortunate that my TA hasn't acted up until recently.

    since last week, i lost 3 HD channel: AMCHD, TNTHD, and Foxsport HD, so i am missing out all the NBA actions in HD.....:mad:

    i called the tech support couple days ago, the tech guy tried to remote reset my TA and it did nothing. So we schedule an appointment for a visit the next day. Well, next day, the tech guy came over, and bascially told me that there is nothing he can do right now, it's system problem with charter and they are looking into it. also, he mentioned that he already visited 7 homes in the past week with the same issue in the Alhambra area.

    should i demand to replace my cable card or just sit until the situation corrects itself (doubtful)?

    thanks
     
  16. Jan 2, 2010 #76 of 359
    rallykeeper

    rallykeeper New Member

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    Oct 30, 2009
    Southern...
    Had my second visit from Charter about 10 days ago to fix both restarts and missing channels (on 2 out of my 4 CableCards).

    It seemed like it had been typically unsuccessful. Tech tried to install new CableCards, but he only had 3 with him and they were all bad. He gave up, rescheduled, and reinstalled my original bad CableCard. (As an aside, he was nice and apologetic).

    However, once the tech left and the original CableCard re-acquired all its data, everything worked.

    No more missing channels and no tuning adapter reboots!

    My temporary conclusion is that the act of simply taking the card out, un-pairing it with Charter (maybe by pairing a different card?), and then re-pairing it with Charter did the trick.

    Unfortunately, he hadn't known it worked at the time and he left without fixing the "bad" CableCard on my other TiVo. That TiVo's T/A still reboots and is still missing channels (on the "bad" CableCard only).

    I have another appointment scheduled and I'm going to have the next guy go through the exact same process.

    Can't say whether this will work for everyone, but it's gotta be worth a try.

    If anyone else has success with this method, please post.
     
  17. Jan 4, 2010 #77 of 359
    ballookey

    ballookey New Member

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    Dec 11, 2009
    That would be encouraging, but we didn't have any reboots on January 2nd either. Then on Jan 3rd it was back to its usual BS.

    I had thought this was because a tech came out on January 1st and replaced the "tap" (no idea - this was because our Internet kept dropping out). For the 24 hour period following that work, our Tuning Adaptor which normally reboots four to eight times a day, didn't reboot ONCE. I thought OMG, they fixed it!

    Then January 3rd, it rebooted like four times. Back to it's old shenanigans. And the Internet is still spotty. And our most recent bill is $25 higher than usual, which they say is because I "added" an HD package which I've had for like a year. Only now I've "added" it and I'm getting charged more.

    Also, I noticed that we don't get USA HD or Bravo HD. Fantastic. I've had it with calls and I'm seriously considering DirectTV. I wanted FIOS from anyone who would supply it, but there's no one in our neighborhood yet. I'm so done dealing with the cascade of FAIL from Charter.
     
  18. Jan 14, 2010 #78 of 359
    rallykeeper

    rallykeeper New Member

    18
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    Oct 30, 2009
    Southern...
    I'd love to be able to report on the status of my tuning adapters, but apparently the channel switch didn't go very smoothly. As of the end of the day yesterday, Charter was reporting that there were service problems in my neighborhood.

    We haven't had any service (on any channels) since 2 am on Wednesday. (The channels briefly worked on Wednesday morning for long enough for us to see that the channel numbers had changed to the new lineup).

    Anyone else having similar issues in the Pasadena area?

    Anyone have a working Series 3/Tuning Adapter setup in Pasadena?
     
  19. Jan 14, 2010 #79 of 359
    feisty

    feisty New Member

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    Jan 14, 2010
    I am in Arcadia, CA with charter and a Tivo HD. The Tuning Adapter is nothing short of a disaster for us. It reboots more times a day than I can count, I have lost all my new shows this week because the stupid thing won't tape anything until you click continue. It's completely a mess and unreliable and we have had 2 service calls with techs (mind you, they sent contractors BOTH times and we had to call and request a tech that actually knew WTF a TA was, wasting hours of time) and they can't fix it. They are supposedly replacing the line outside the house because they said the only thing they can figure is that the signal was a little too weak and might be worsening the reboot situation. They indicated it was a problem with Tivo's software. FM on the TA is version 801.

    I now have an unreliable HD Tivo that was working FINE before they foisted this stupid TA on me, I have a mind to just live without the channels they added and unplug it altogether. :( I'm really unhappy with the implementation so far.
     
  20. Jan 14, 2010 #80 of 359
    ballookey

    ballookey New Member

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    Dec 11, 2009
    I, um, hate to say this, but I got so tired of repeated tech support calls with no solution on the tuning adaptor front that we've put our Series 3 Tivo to the side for the moment and switched to Direct TV as of Monday. Charter in Alhambra have lost our business over this fiasco. Unfortunately our lifetime Tivo subscription and S3 are casualties for now. I can't say how much I regret this, but I couldn't continue paying for such awful service. I'm hoping we find suitable duty for the S3 because we really love it and hate to use the provider's DVR.

    To recap: We were issued a tuning adaptor in October. It immediately was restarting a few times a week. I ignored it. Almost exactly over the Thanksgiving holiday it began restarting around eight times a day. Since then we've had no less than six calls to "regular" tech support, a call to some "special" tech support number, and four chat sessions online. The bill for the worst month of service I've received in 12 years as a Charter subscriber was ultimately $50 more than any other month in the past year even though I requested a discount for the crappy service and I called to have them deduct some nonsense they charged me for. Still ended up $50 higher than ever. They've replaced the TA a total of five or six times, and our cable cards erroneously about six times. They've replaced the tap once.

    And from my review of these forums, there doesn't seem to be a clear answer as to what the problem is, or any solution from ANY cable providers. So while it sucks to lose the use of our Tivo, I have to say uninterrupted satellite feels luxurious. The Direct TV DVR box is no Tivo, but it is a lot better than the Charter DVR.

    Sorry, I know this is a Tivo forum. I apologize for the non-Tivo content, but this is what the tuning adaptor has done to me. Maybe this was their plan, which is why I didn't even consider moving to the Charter DVR. If they're going to force me out of my Tivo, then they don't get my money.

    For posterity, all Charter had to do was tell me "Oh, we're so sorry. There's a known issue with the tuning adaptors and some users, including Tivo users. We are working hard with the hardware and software companies involved. We really value you as a customer, and as a show of good faith, we're giving you a discount of $x/month for x months while we resolve this issue. Or we'll give you x months of free Showtime and HBO."
     

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