The MPEG-4 letter from Comcast

Discussion in 'TiVo Series3 HDTV DVRs' started by kupe, Jun 4, 2015.

  1. Dec 1, 2016 #241 of 339
    HerronScott

    HerronScott Well-Known Member

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    Staunton, VA

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    Check one of the network channels since those are staying MPEG2 to see what it shows. I do recall a post at some point showing what an older HD would show for MPEG4/MPEG2 and where. I just can't recall if it was this location like on the newer ones or if was maybe one of the CableCard menus.

    Scott
     
  2. Dec 1, 2016 #242 of 339
    ryankkelly

    ryankkelly New Member

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    We own a 658 in the Philly market and we are experiencing very similar issues to the posters from MN/Houston - some HD channels are just black (started with HBO and Cinemax several days ago and now there are others). We are just getting started on our Comcast customer service odyssey; tech was at our house this morning and they are going to come back with a new cable card, though reading these posts makes me think that won't make any difference.
     
    Last edited: Dec 1, 2016
  3. Dec 1, 2016 #243 of 339
    Paw Paw

    Paw Paw Member

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    If it is the same problem a new CableCard is not the solution. Has Comcast confirmed that they are actively converting to Mpeg4 in Philly and if so that your "blank" channels been switched to Mpeg4?

    I suggest you call TiVo Support at 877-367-8486 and let them know about your problem. TiVo, Comcast and Cisco are all actively working on this and if it is effecting Philly too they would want to know.
     
  4. Dec 1, 2016 #244 of 339
    ryankkelly

    ryankkelly New Member

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    The tech had a list of stations in our market that have been converted to mpeg-4 (HBO, Cinemax, Nat Geo Wild HD, Sprout HD and one other I can't remember) and we have the same issue for all of them.
     
  5. Dec 1, 2016 #245 of 339
    Paw Paw

    Paw Paw Member

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    Based on that, please call TiVo and get them to add you and Philly to the list of clients with this issue. The issue is 652/658 TiVo's with the 11.0n software unable to tune Mpeg4 channels. The Comcast tech will probably escalate your problem up to his tech support team too.

    Just out of curiosity do you use a Cisco or Motorola CableCard? A dollar says it is a Cisco.
     
  6. Dec 1, 2016 #246 of 339
    ryankkelly

    ryankkelly New Member

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    Will do. This is pretty frustrating though; my wife and I have loved TiVos since the early 2000s and for the first time this has us thinking about jumping ship. Even if we upgrade to the newest Tivo boxes, what's to stop the breeze at Comcast from slightly shifting and causing new compatibility issues a few months down the line?

    Powered down the Tivo and took out the card; it's a Scientific Atlanta, which is Cisco as I understand it.
    IMG_0020.JPG
     
  7. Dec 1, 2016 #247 of 339
    Paw Paw

    Paw Paw Member

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    Yes a Scientific Atlanta card is now Cisco.

    As I posted earlier, I purchased my TiVo's in 2009. In 2011, when Comcast was making a significant push to add HD content. a similar issue occurred in the Houston area where the TiVo's would not receive some of the channels so this type of thing does happen but infrequently. That problem was corrected in a few weeks with Comcast and TiVo working together and I hope this problem will be resolved quickly too. I know that there is a group of engineers from TiVo, Comcast and Cisco that are actively attacking this problem.

    Since the 652/658 units with the 11.0n software have been working successfully in other Comcast areas I have high hope that the issue will be resolved ASAP.
     
  8. Dec 3, 2016 #248 of 339
    jeff kocur

    jeff kocur New Member

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    I live in Minneapolis and have a Cisco card. When I stopped receiving hd, I switched out the card and asked about a different brand, but was told Cisco was all they had here.
     
  9. Dec 3, 2016 #249 of 339
    Texan33

    Texan33 New Member

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    Dec 3, 2016
    How do you open a case with Tivo?
     
  10. Dec 3, 2016 #250 of 339
    Paw Paw

    Paw Paw Member

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    To open a ticket call TiVo Support at 877-367-8486. I have had much better success that way. The online system looks like it just gets you a generic computer generated response. At least that was my result.

    If you have a 652/658 and are calling about the Mpeg4 issue; TiVo, Comcast and Cisco are all actively working on this since it has impact on multiple locations (Houston, Minneapolis and maybe Philadelphia). Adding your concerns to the list wouldn't hurt. The more they realize how many clients are impacted the harder they might work the issue.
     
  11. Dec 3, 2016 #251 of 339
    Texan33

    Texan33 New Member

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    Have same problem in the Houston Area. If you get anything accomplished please let me know. Thanks
     
  12. Dec 5, 2016 #252 of 339
    enthalpy

    enthalpy Member

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    Well. The premiere goes back. The hd ui is pretty but too slow on this box. Search is the worst. Spinning blue circle. Spinning blue circle. Spinning blue circle. I'll stick with the s3 until I lose my hd comcast channels.
     
  13. Dec 7, 2016 #253 of 339
    Badger Bob

    Badger Bob New Member

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    Paw Paw, how do you know comcast is working on this. I spoke to a high level tech support person last night (escalated three times over several days). He did not know about the issues in Minneapolis. Do you have a case number?
     
  14. Dec 7, 2016 #254 of 339
    Paw Paw

    Paw Paw Member

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    I have been called by two different individuals with TiVo and sent them 3 diagnostic dumps per their request. I also received an Email from two TiVo technical support individuals indicating that the problem was being actively pursued. As to a ticket number I have 3 that appear to be open and refer to this problem. They are 06355311, 06356279 and 06368488. I think the last one probably superseded the first two but I am not sure.
     
    MissLynn likes this.
  15. Dec 7, 2016 #255 of 339
    Johnboy47

    Johnboy47 New Member

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    From Bloomington (Minneapolis), Minnesota. My problems started 11/17. 45 of my HD channels went blank. First call to Comcast 11/19 - went through the whole checkout process and then sent to TiVo tech. Went through the whole cable card checkout process - ended up with telling me my signal was to strong! Purchased signal attenuators - no fix! More HD channels going blank. Next call to TiVo support 12/5 - taken through the whole cable card process again - during the process tech goes to consult someone and comes back saying "it sounds like you have the Comcast MPEG4 streams not viewable on HD problem". I said What!! She then said "I will forward problem to Comcast and TiVo. They are working on it and you will have to wait tell they fix it." I was a little bewildered - didn't have any idea what she was talking about. Sent me email with couple of attachments talking about the problem with case number 06431474 on it. Started internet search and found this forum - I now know the situation as put forth here. I have a model 652 TiVo with the 11.0n software upgrade that is not displaying the converted MPEG2 to MPEG4 channels. My first question to someone in the Minneapolis area - did you receive anything in the mail from Comcast that the conversion was happening? I cannot find anything on Comcast website of this happening. Just the few mentions here that has probably happened. It sounds like we are at the mercy of TiVo to fix this. So here is one more case. I will be watching this forum daily for any news. Let's hope this doesn't take to long for them to figure it out and give us a fix.
     
  16. Dec 8, 2016 #256 of 339
    karpodiem

    karpodiem Member

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    Thanks for the heads up, glad they are reaching out to people and looking at it.
     
  17. ScottMN

    ScottMN New Member

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    Good news - there is a fix pending. I just heard back from the Tivo engineering VP asking for my TSN. I hope to get an early version to test out. Stay tuned.
     
    rocketscientist and Johnboy47 like this.
  18. kpasha

    kpasha New Member

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    Nov 7, 2016
    3 thumbs up!
     
  19. Johnboy47

    Johnboy47 New Member

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    Dec 7, 2016
    ScottMN I live in Bloomington. Thanks for the update. Did someone actually tell you Comcast did the conversion from MPEG2 to MPEG4? I cannot find any where that it actually happened. I have a 652 model TiVo waiting for some kind of fix. Did they give you any time line to the fix? Also did they happen to mention how many people or units this is affecting in the Twin Cities area? Thanks again for the update.
     
  20. worachj

    worachj Well-Known Member

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    Eagan, MN
    In Eagan, I'm on the St. Paul Comcast system. All my HD local channels are still mpeg2, but all the other HD channels are now mpeg4 (h.264). I received several notices over the last year stating they were upgrading their system and that devices with cable cards and your TiVo may no longer work.
     

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