Time Warner Cable Dallas & SDV Newbie Question

Discussion in 'TiVo Series3 HDTV DVRs' started by Joe Siegler, Mar 6, 2010.

  1. eric_n_dfw

    eric_n_dfw Member

    160
    0
    Jul 15, 2003
    Roanoke, TX

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    Twitter @TWCableHelp got me fixed up without the truck roll. They said the CableCard guys didn't do anything though, just a REALLY slow pairing or something.

    I think all of my support requests will be via them now.
     
  2. Grumock

    Grumock New Member

    412
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    Dec 16, 2008
    Nowhere...
    LMAO I'm Sure they did "nothing"
     
  3. vman41

    vman41 Omega Consumer

    11,529
    856
    Jun 18, 2002
    Had a cablecard/TA install on Monday. In didn't go smoothly, but things were working within 2 hours.

    Two guys from TWC came, and they were immediately confused by my TV. It's a 6 year-old Aquos that has the tuner/inputs in a separate VCR-sized box (called the AVC) with an umbilical that connects it to the flat panel. I had the TiVO setup on a side table for easy access to the rear. They unhooked the existing cable from the wall and ran new RG6 from the wall to the TA and a short jumper from the TA output to the TiVo.

    They brought a Mcard and a backup, but it wasn't 'coded for TiVos', so when they put it in the TiVo it had to update its firmware (504 blocks). The update slowed them down, but at least it meant I had the latest version. The Cisco Tuning Adapter plugged in without complaint and they gathered the numbers, which they emailed to the operations center. They got an email back saying the setup was done, but we got an unauthorized message trying to tune any cable channels. They made a phone call and rechecked the numbers, no change. They put back the old cable and attached the split formerly going to the TiVo to the TA, no change. They disconnected the side of the split going to the AVC, no change.

    They finally called another support guy, perhaps the national support office, and he had them go through a lot of diagnostic screens. I'm not sure if they found a misconfiguration or not, but they sent another authorization to the CC and finally it took. I think they just didn't wait long enough for the first authorization to get sent down the wire.
     
  4. kevin120

    kevin120 New Member

    47
    0
    Mar 15, 2008
    they are using motorola tuning adapters not cisco ones since we are on the motorola platform ;)
     
  5. Zaph32

    Zaph32 New Member

    138
    0
    May 22, 2000

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    @TWCableHelp is awesome. They are the best source for actual clueful help with CableCards, I've found.
     
  6. Arcady

    Arcady Stargate Fan

    3,959
    3
    Oct 14, 2004
    Philadelphia...
    I just got a notice that some of the new HD channels are active:

    • HLN HD to Expanded Basic HD Channel 739
    • Comedy Central HD to Expanded Basic HD Channel 746
    • MTV HD to Expanded Basic HD Channel 747
    • Palladia to Expanded Basic HD Channel 748
    • BET HD to Expanded Basic HD Channel 749
    • Spike HD to Expanded Basic HD Channel 767
    • AMC HD to Digital Basic HD Channel 773
    • FOX Soccer Channel HD to Digital Basic HD Channel 791
    • Encore HD to Digital Plus HD Channel 796
    • The Movie Channel HD to Premium HD Channel 848

    They seem to be functioning now, but there is no guide data yet.
     
  7. Joe Siegler

    Joe Siegler Member

    808
    8
    May 10, 2000
    Garland, TX
    Where did this notice appear? A msg on the TiVo itself? Really weird that it'd be there wo guide data. TiVo doesn't do it that way with new channel adds. You don't get notified until the guide info is in there.
     
  8. pbakers

    pbakers Member

    64
    0
    Sep 29, 2009
    Richmond, Tx
    Just got a message on my Tivo about adding the new channels, and now the Guide for them is also filled in. The crowd goes wild!!!! yea :p
     
  9. Joe Siegler

    Joe Siegler Member

    808
    8
    May 10, 2000
    Garland, TX
    Time to force a call. :)

    Edit: I went to TiVo central from watching MLB network coverage of the trade deadline, and I got the same message. w00t!
     
  10. TXTIGHTEND

    TXTIGHTEND New Member

    6
    0
    Sep 29, 2006
    So, the TA was hooked up 2 weeks ago and blinked on and on. I called TWC and she said my area was to go "active" on July 30. Light still blinked. Called TWC on the 30th. She sent a hit. Nothing happened. After reseting and replugging everything in with no luck, I plugged the TA into the other USB port and rebooted my TS3 and the TA. Now, solid amber light. Yay, right? No, I lost all channels except for a few basic ones. TWC scheduled a truck roll. I can plainly se the TA info on my Tivo screen, but picture frezzes after 1 sec on most channels and totally black on others. Called Tivo for support. She had me test channel signal strength. It was at 100. She said, too high. I needed to go to radio shack and get an atenuator. They didnt have one. So, now, I have no TV until the truck roll on Tuesday except a few local channels. I've noticed the TA has started causing my Tivo to do strange things as well... Anyway. I guess I'll see what the tech says....
     
  11. Aug 1, 2010 #411 of 463
    Grumock

    Grumock New Member

    412
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    Dec 16, 2008
    Nowhere...
    why not just bypass the TA on the RF & see what you get for channels then?
     
  12. Aug 2, 2010 #412 of 463
    Joe Siegler

    Joe Siegler Member

    808
    8
    May 10, 2000
    Garland, TX
    TWC is giving me the epic runaround regarding the $2.50 a month "Defeatured Equipment" charge that appears on my bill regarding my Tuning Adapter.

    Three months ago they said they'd look into it. I now have in the past a $2.25 partial month charge, and two other full month charges for $2.50.

    In speaking to a customer service person today (who had numerous holds for me to talk to a supervisor), they first told me..

    1) That this was a charge for a remote control I had with the tuning adapter. BS. There is no remote with this.

    2) That it was set up incorrectly on my bill, that they needed to adjust my account to remove the old $2.50 a month charge, and re-add the tuning adapter, that my TA is tied to the $2.50 a month. I wasn't thrilled with this, as it would mean de-linking the TA from my account, and we know what kind of a nightmare it is getting them hooked up again.

    3) After more conversations with the supervisor, they came back and told me that this was an additional charge for "foreign equipment" on the account. Had I had a cable card device that was of their giving, I would be getting it for free, but since I have "foreign equipment", they're charging me $2.50 a month for the TA.

    I called BS on that, too, and told them I could produce a letter from TWC telling me that I'd be getting the TA from them at no charge. This was the infamous letter sent back out on March 1st - folks in this thread should sure remember that one. Anyway, I faxed it over to them this afternoon, with the relevant bits highlighted.

    I proposed some compromise if it couldn't be easily removed, like free Starz or something along those lines. No response.

    So basically, I'm waiting to see what they say now that they have my fax of their own letter. What I did see on the letter, is the line about "which we will provide at no charge" has an asterisk after it. That asterisk goes to a line which says "Terms and conditions subject to change", which could be the out they could use to keep charging me the $2.50. If they go that route, I'm out the door to DirecTV as soon as they have their new HD TiVo going again.

    Am I the only one with this problem? I know I'm not the only TWC DFW TiVo user with a TA - so what are the rest of you seeing on your bills for the last 2-3 months or so?
     
  13. Aug 2, 2010 #413 of 463
    roddie

    roddie Almost User

    15
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    Oct 17, 2007
    Frisco, TX
    I haven't gotten a bill since I picked up my TAs, but I'll let you know as soon as I do.
     
  14. Aug 2, 2010 #414 of 463
    Grumock

    Grumock New Member

    412
    0
    Dec 16, 2008
    Nowhere...
    I'm not in your area, but i know that when they first introduced the TAs it, was going to be provided for Free for the time being. They are still not charging me but I am in the Carolina area.
     
  15. Aug 2, 2010 #415 of 463
    jsmeeker

    jsmeeker Notable Member TCF Club

    116,171
    5,456
    Apr 2, 2001
    Dallas
    Some old familair faces in this thread. Last week, I got my new Premiere hooked with a cable card and a tuning adapter. So far, so good. (knock on wood)

    These popped up for me Sunday evening. I got a message in my "inbasket" on my TiVo telling me my line up had changed. They all work (well, except Encore HD and TMC Encore, but that's because I only have the basic digital tier). It looked like I had guide data for them all, too.
     
  16. Aug 2, 2010 #416 of 463
    DaveDFW

    DaveDFW Member

    523
    0
    Jan 25, 2005
    Richardson, TX
    It took three calls to get my bill correct too.

    Defeatured equipment on bill ->
    Call ->
    It's free for a year! You're credited! Click. ->
    Call again ->
    You need to return your cablecards to get the TAs free! Click. ->
    Call again ->
    Finally removed with credits for past charges.

    As soon as you realize you're speaking with an idiot, hang up and call again.
     
  17. Aug 2, 2010 #417 of 463
    bshiplet

    bshiplet New Member

    4
    0
    Dec 23, 2009
    Algonquin, Il
    I've had the TA on my account since June and the only equipment on my July 28th bill is $2.99 for my CableCard. I've never seen the TA appear on my bill in any form whatsoever.

    In the past when I've gotten the runaround, I've gone to the TWC Dallas website and sent an email to the President of TWC North Texas. It's not something I do for simple frustrations, but as a last resort if I can't get resolution through the normal channels, I'm not afraid to escalate it to a higher authority.

    Both times I've resorted to that were after my service was interrupted while a tech was out for a neighbor's install/disconnect and the phone support guys refused to roll a truck for a week or more. (Doubly crazy since a TWC truck is parked in the complex nightly - a tech lives here!)
     
  18. Aug 2, 2010 #418 of 463
    pbakers

    pbakers Member

    64
    0
    Sep 29, 2009
    Richmond, Tx
    Joe - I think I picked up my TA about the same time as you and I have not seen any charges like that in the last few months. I only have $2.99 for cable card, $6.99 for TWC DVR and $86.99 for surf & view package. That's all. Sorry you seem to have gotten the short end of the stick on this one. Hope you get it fixed.

    One time they charged me twice for a single truck roll and it took me about 4 months to get that one cleared up. I think they hope you will just get tired messing with them and give up on it. Just stick with it until it is taken care of.

    Good luck.
     
  19. Aug 7, 2010 #419 of 463
    kingkong316

    kingkong316 New Member

    58
    0
    Jul 12, 2008
    Since those new channels rolled out is anyone having trouble with other channels not coming through or being pixelated?
     
  20. Aug 7, 2010 #420 of 463
    pbakers

    pbakers Member

    64
    0
    Sep 29, 2009
    Richmond, Tx
    I am seeing very occasional pixelation on the HD channels that I wasn't getting before, occasional meaning maybe I see it once or twice a day when I am watching TV. It's not enough to annoy me yet though. But I am not having any problems with whole channels being completely out.
     

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