Time Warner Cable Tuning Adapter (ALL LOCATIONS) / Bugs & Issues

Discussion in 'TiVo Series3 HDTV DVRs' started by dolfer, Feb 26, 2009.

  1. cwoody222

    cwoody222 Well-Known Member

    11,945
    445
    Nov 13, 1999
    Buffalo, NY

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    First he called the local yocals. They got the CableCARD working and told him the SDV box was defective.

    Then he tried the TiVo CableCARD number and they said they can't help with SDV adapters.

    Then he went to exchange the Adapter locally and it's not working either.

    Next he's going to try the national self-install line.

    I'm chatting with their support online too and they are suggesting a tech visit tomorrow. Gee, maybe the same techs they sent out Saturday to do a TiVo install without a CableCARD or SDV adapter? The same techs that were ordered from the store who didn't just hand him a CableCARD and adapter last week? The same techs who didn't know self-installs were even possible?

    Plus, they expedited his card & adapter shipment (2 days, instead of 5-7) only because I bitched and if he agreed to a self-install... but, the self-install is only possible if the phone reps know what they're doing!

    Is it almost 2013... why has NOTHING changed in this procedure in so many years?!
     
  2. DaveDFW

    DaveDFW Member

    523
    0
    Jan 25, 2005
    Richardson, TX
    At least in North Texas, TWC has made some big improvements in this process. Tuning adapters are provisioned by the counter folks when you retrieve one at a customer service center, and cablecards are provided without a truck roll and can be paired via a call to the cablecard hotline.

    Sorry to hear about your problems--it sounds like not every TWC market has gotten the memo yet.
     
  3. Teeps

    Teeps Well-Known Member

    2,162
    86
    Aug 16, 2001
    Torrance,Cal...
    Not defending T/W; but they are, likely, held hostage by the available "local" pool of talent.

    I worked tech support, automotive, in a call center for 27 years.
    There were a couple dozen agents, all in the same room. Even then it was difficult to keep everyone on the same page.

    So I am not surprised at the difference in quality/accuracy of service between different areas.

    I suspect T/W takes a body with a pulse off the street. Trains them for a couple of days. Hands them a script, head set and a phone.

    Viola! instant agent taking calls.

    Woody have your pops try a different USB cable.
     
  4. cwoody222

    cwoody222 Well-Known Member

    11,945
    445
    Nov 13, 1999
    Buffalo, NY
    The in stallion tech today got the adapter authorized and now it seems good. So no hardware problems just a operator yesterday who had no idea what she was doing.
     
  5. pmiranda

    pmiranda Member

    676
    1
    Feb 12, 2003
    Austin, TX

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    Don't bother with the local idiots or TiVo. Call (866) 606-5889. If they can't solve your issues within half an hour Ill be surprised.
     
  6. cwoody222

    cwoody222 Well-Known Member

    11,945
    445
    Nov 13, 1999
    Buffalo, NY
    He called the local number first even though I told him to call the national one. The TiVo number couldn't help with SDV Adapter issues. He wouldn't make a 3rd call (to the national number) because he was too frustrated :(
     
  7. cwoody222

    cwoody222 Well-Known Member

    11,945
    445
    Nov 13, 1999
    Buffalo, NY
    Spoke too soon... Adapter is authorized but he's getting LESS channel than he did yesterday. So he's got to call them back again.

    Friggin' joke.
     
  8. tatergator1

    tatergator1 Well-Known Member

    2,458
    576
    Mar 27, 2008
    Columbus, Ohio
    I hope you'll be calling the National CableCard number. As mentioned previously, they actually know what they are doing as opposed to the useless local customer support.

    You might have to wait on hold for a little while, but they should be able to set you straight.
     
  9. Teeps

    Teeps Well-Known Member

    2,162
    86
    Aug 16, 2001
    Torrance,Cal...

    I had similar problems, lack of all expected channels, right after tuning adapter was installed and authorized.

    Short Story:
    Fault in the home run cable; it was chewed by rodents up at the utility pole.
     
  10. Scopeman

    Scopeman 2 x Basic Roamio

    413
    0
    Oct 22, 2002
    Central Texas
    Sadly, it appears your half hour estimate is optimitic, given that I have been on hold for 28 minutes. Odds are I can't even ask for help in the two minutes remaining.

    It wouldn't be SO bad if this was not just the monthly repeat of the same old TWC issue - come home, find nothing recorded, green light on TA is solid, TiVo appears fine - but look, once again no EMMs. Maybe a yet another truck roll and another pile of new wire, amps, etc. Every guy who shows up tells me the last one was an idiot. It is like watching a clown car slowly unload in front of my house, one at a time, every 30 days or so.

    I'm sure my wife won't mind missing Survivor. <sigh>
     
  11. Scopeman

    Scopeman 2 x Basic Roamio

    413
    0
    Oct 22, 2002
    Central Texas
    Finally got off the phone with CableCard support (65 minutes). 90+ EMMS.

    But was told to call 485-5555 because I wanted a credit for the lost service.

    LOCAL guy would not provide credit because I didn't call at the beginning of the problem, only after I noticed it (??). And his solution was a truck roll for next Monday, at which point they will give me credit from now until then. Unreal, truly not reality-based service.

    So when each of you get your monthly bill and wonder why TWC is slipping in modem rental fees, etc - it is because you are paying for my unnecessary truck roll.
     
  12. Teeps

    Teeps Well-Known Member

    2,162
    86
    Aug 16, 2001
    Torrance,Cal...
    Yep, I got a post card informing of the modem charge.
    Bought my own modem, 2 years it will be amortized.

    Recently I've seen FIOS trucks lurking around near my hood; if/when FIOS is available I'm done with T/W.
     
  13. cwoody222

    cwoody222 Well-Known Member

    11,945
    445
    Nov 13, 1999
    Buffalo, NY
    My father never got his call back from them like they promised yesterday. So today he took trip #3 down to his local store and they properly authorized his CableCARD from there to get all his channels.

    The saddest part is, he can get FiOS in his area but he was reluctant due to him thinking it would be "too much of a hassle". I tried and tried to talk him into dumping TW but he wouldn't.

    Bet he's sorry now.
     
  14. Pilot20

    Pilot20 New Member

    255
    1
    Mar 5, 2005


    I can so relate to this. It's just like my experience from several years ago. I was so frustrated beyond belief.

    One time, after being told that the latest T/A was defective, they sent out a guy who was totally clueless. I asked him if he brought a new T/A with him. He said yes, and proceeded to unbox a new TWC DVR. Are you kidding me. I have a Tivo with cable card. I need a T/A. He didn't even know what a T/A was.

    Unbelievable!!!
     
  15. SC0TLANDF0REVER

    SC0TLANDF0REVER I Love my TiVo!

    199
    2
    Dec 9, 2001
    Raleigh, NC
    Placement post for my American Horror Story from Raleigh TWC.

    I just don't understand how they can get away with not supporting a legally mandated system. Even their $Hltty 'whole house DVR' is a joke.

    As an aside, this forum should allow cursing... as much frustration that goes along with supporting this GD thing.
     
  16. unitron

    unitron Well-Known Member

    16,595
    62
    Apr 28, 2006
    semi-coastal NC

    Greetings fellow TWC victim!

    Don't edit this one to add details, put them in a new post to trigger email notifications.
     
  17. njurkovi

    njurkovi New Member

    8
    0
    Sep 23, 2014
    I wonder is somebody could help me with the following problem.
    I have a 2 channel cable card which until recently has worked well.
    For no apparent reason a few days ago I can only see the first HBO channel (#511 , TWC in san antonio tx) - for all others I get channel not available.

    All other (non-HBO) channels work fine.

    Regards,
    NJ
     
  18. majinbuu147

    majinbuu147 Member

    42
    1
    Nov 22, 2005
    Are the channels switched digital video? If so you will need a tuning adapter to get those. If you already have a tuning adapter you might need to reboot everything. I've had to reboot my equipment two or three times to get new channels to show up properly.

    Hope that helps ya
     
  19. njurkovi

    njurkovi New Member

    8
    0
    Sep 23, 2014
    Yes - sorry for not mentioning that - I do have a tuning adapter, and I booted and rebooted everything many times - still nothing ....
    And all these sdv channels have been working properly till about a week ago
     
  20. Teeps

    Teeps Well-Known Member

    2,162
    86
    Aug 16, 2001
    Torrance,Cal...
    If you rebooted the ta and TiVo by pulling the plug from the unit.
    Then it's time to call time warner.

    At 866-532-2598
     

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