Time Warner Cable Tuning Adapter - The Carolinas

Discussion in 'TiVo Series3 HDTV DVRs' started by jmaditto, Feb 5, 2009.

  1. Apr 19, 2009 #841 of 1342
    szurlo

    szurlo Member

    181
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    Jul 11, 2002
    Lexington, SC

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    Well, I have no amps. I'm at 95-100 at the Tivo even after a splitter. I guess I'll pick up an attenuator and see if it helps.
     
  2. Apr 19, 2009 #842 of 1342
    rexer99

    rexer99 New Member

    15
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    Sep 29, 2007
    Lexington, SC
    Thanks. I sent an email to TWC Support. Believe it or not, they quickly responded, sent out a new signal, and the problem is fixed.
     
  3. Apr 20, 2009 #843 of 1342
    jetland

    jetland New Member

    6
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    Mar 18, 2009
    Can anyone tell me their experience with approximate wait time for a TA with TWC in South Charlotte / Union County? I applied using the website form on 3/26 (again on 4/6) and it's been radio silent since. I called TW a few times to request *any* ETA updates and I just get the standard, "we'll contact you". Love my new Tivo but getting only half the channels I subscribe to. Any similar experiences? Thanks!
     
  4. Apr 20, 2009 #844 of 1342
    KeithB

    KeithB New Member

    156
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    Dec 12, 2008
    Charlotte
    After sending e-mail to both Dorain Jacobs and David Krueger, David called me back this afternoon. He assured me they're sending a TWC lead technician this week to identify and resolve the issues preventing reliable HD/SDV reception at my house. (Of course, that doesn't guarantee someone else won't futz :( everything up a week later.)

    I certainly hope so. I'd really rather not sell the TiVo HD and be forced to settle for an AT&T U-verse DVR. But if that's what I have to do, I may just have a bargain TiVo HD w/lifetime subscription available next week. ;)
     
  5. Apr 21, 2009 #845 of 1342
    TheGreek76

    TheGreek76 New Member

    3
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    Apr 21, 2009
    Wilmington, NC

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    Hello to my fellow Carolinians. I've had my TivoHd for a few months with no major issues and I got the tuning adapter about 3-4 weeks ago. The self install went smoothly and I've only had one reboot since. I have had one issue since the install, I have several channels that won't tune in even with the TA. The 4 channels in the HD Plus tier (HDNet, MGMHD, and UnivHD) and several channels in the digital sports tier, but not all of them. For example I don't get 135 (Big Ten Network),137 (Tennis),138 (Outdoor),139 (NHL), but do get 140 (Fox Soccer). Checking all the diagnostics, it looks like it is successful tuning the stations and all the signal #s look good, but all I get is the black screen. Is this some kind of authorization issue?
     
  6. Apr 21, 2009 #846 of 1342
    SCSIRAID

    SCSIRAID Active Member

    2,342
    3
    Feb 2, 2003
    Vero Beach, FL
    Do you subscribe to those extra cost tiers? If so... TWC may have your account messed up.
     
  7. Apr 21, 2009 #847 of 1342
    TheGreek76

    TheGreek76 New Member

    3
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    Apr 21, 2009
    Wilmington, NC
    Yeah, I get them on my regular cable box, but not on the Tivo.
     
  8. Apr 21, 2009 #848 of 1342
    SCSIRAID

    SCSIRAID Active Member

    2,342
    3
    Feb 2, 2003
    Vero Beach, FL
    Sounds like your account needs to be 'balanced' (cableco term).
     
  9. Apr 21, 2009 #849 of 1342
    TheGreek76

    TheGreek76 New Member

    3
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    Apr 21, 2009
    Wilmington, NC
    Can I contact them via email to correct, or will I have to call them or go to the office? I'd rather do that as I've not had great luck dealing with reps on the phone it the past.
     
  10. Apr 21, 2009 #850 of 1342
    SCSIRAID

    SCSIRAID Active Member

    2,342
    3
    Feb 2, 2003
    Vero Beach, FL
    You can try the email route... who knows.. it might work.
     
  11. Apr 23, 2009 #851 of 1342
    KeithB

    KeithB New Member

    156
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    Dec 12, 2008
    Charlotte
    I'm happy to say TWC resolved 99.8% of my HD tuning difficulties this morning. They replaced crimped-on cable ends throughout my signal path with higher-quality compression fittings, and even built new patch cords. For the first time ever, I'm able to tune completely through the HD range of channels 200-289 with no recurring issues. I had two occurrences where the TiVo failed to tune two different channels, but upon forcing a retry they both tuned successfully. Before this morning, the TiVo's retry function had never been successful.

    My greatest thanks go to the TWC service techs (Thanks, Russell, Dee, and Justin!!) for their prompt arrival and professional work this morning. I can finally say I'm pleased with my HD signal reception. I'm also happy to tell other TiVo users about the great service TWC provided this morning.

    Now if everything stays stable for the next week or two, maybe I can FINALLY install that 1 TB hard disk drive that's been waiting. :up:
     
  12. Apr 27, 2009 #852 of 1342
    Shmooh

    Shmooh New Member

    66
    0
    Feb 20, 2009
    Cary, NC
    Well - my TA works, finally. Just for anybody else who runs into problems in the future:

    Brief history (reading is only for the curious, I've said all this before):
    * TivoHD, 1 MCard, no problems with non-SDV channels.
    * Got a Tuning Adapter when they became available. Hooked it up, but it wouldn't connect to the back-end server (the server was 'Unavailable' and the TA did not get an IP address - seen via the TA diagnostics on the Tivo). It also got very hot.
    * I did not get any SDV channels, and many of my other channels refused to tune or were very slow to tune.
    * Discovered that my cable modem wouldn't work through the same jack either, since it was behind a couple splitters.
    * I ordered a new amplified splitter with an active return path and hooked it up. Cable modem worked on the jack. The TA connected to the server and got an IP address, but would still not tune SDV channels. Oddly - the Tivo seemed to think it tuned them successfully. I just didn't get any picture or sound.

    So, with my TA still not working, I called Time Warner (After navigating several menus, I think I got some tech support in India.). After explaining what it was, he eventually told me they had some problems with some bad TAs and that they'd send me a new one. (He clearly didn't know what he was talking about, though.) I was fine with that, and just sat back to wait.

    We got a call from TWC a couple days later from some people who knew a lot about the TAs. They said they had very few hardware failures with the TAs. They noticed something wrong on my account and had my wife reboot the TA after they corrected it. Still nothing. With that failure, they made an appointment to come out on Saturday.

    The guy who came out was familiar with TAs (Lou). He tried basic troubleshooting (oddly, he did not restart the Tivo). It didn't work (still no SDV), but he said it was a bit odd because with the solid green light it usually means everything is fine. He even tested the signal levels on the line and said they were good.

    Suspecting an account problem, he called the back office. They noticed/confirmed something wrong on the account (according to the guy who came out, the person he was talking to on the phone was good an knew what he was doing - 'Curtis', I think. He also said 'Mary' was good.). He unplugged the TA (power). The guy in the back office changed something (took a minute or two). The local guy then plugged the TA back in. The TA got its new settings/authorization, and then just worked.

    I now get all channels, and have no problems. I'm glad that's over with!

    ---------

    So - long story short, I had two problems with different symptoms:

    1) Not a strong enough return path signal for the 'cable modem' in the TA to work successfully.

    Symptoms: Server is 'unavailable' in TA diagnostics. No Rf IP Address in diagnostics. TA got very hot. Poor performance when trying to tune non-SDV channels. No SDV channels. -Did- have a solid green light on the TA. A standard cable modem did not work through the jack - it got stuck trying to get 'Online', but got through the 'Send' step.

    Resolution: Remove splitters in the path to increase signal strength or replace a non-active return path amplified splitter with one that has an active return path. I used an Electroline 8100.


    2) Account with TWC was set up incorrectly.

    Symptoms: TA appears to be working properly - diagnostics look okay, solid green light on the TA. Tivo thinks it's tuning successfully. No SDV channels. Other channels behave as normal. A standard cable modem works fine through the jack.

    Resolution: TWC has to modify the account. TA needs to be rebooted. Exact procedure: Unplug TA (power). TWC changes account settings, then gives you the go-ahead. Plug TA back in. TA establishes its connection, and eventually goes solid green. Have Tivo acknowledge the TA when it finds it. (You may not be able to get this level of tech support yourself, and may need to have somebody come out.)


    I hope this helps others with similar problems.
     
  13. Apr 27, 2009 #853 of 1342
    bxojr

    bxojr New Member

    51
    0
    Mar 4, 2005
    Pittsboro, NC
    In an effort to debug my continuing occasional glitches and signal dropouts on SDV channels, I spent some time watching live TV over the weekend. Naturally, I did not manage to catch a full-blown signal outage (maybe that's good news, if it means they're not happening anymore, but I'm not that optimistic). I did, however, catch quite a few instances of pixelation and momentary "hiccups" on the two worst-offending channels, Science Channel HD and Disney HD.

    I checked the DVR Diagnostics after each glitch, and "RS Uncorrected" never changed from 0. On one occasion, "RS Corrected" incremented to 1, but that was the exception.

    If I understand correctly, this means that the problem is upstream and not being caused by my TiVo. I'm trying to figure out what my next step is:

    • Is it worth trying an attenuator? Signal strength hovers around 34-35 dB. Or is this problem not consistent with a too-hot signal?
    • How about a splitter to route the downstream signal around the TA?
    • If I call TWC with what I know today, am I likely to get anywhere, or are they going to blame things on the TiVo as long as possible? If so, I guess I'll need to go the route of getting a TWC DVR and trying to duplicate the problem.

    Any thoughts?
     
  14. Apr 27, 2009 #854 of 1342
    SCSIRAID

    SCSIRAID Active Member

    2,342
    3
    Feb 2, 2003
    Vero Beach, FL
    If your RS Uncorrected stays at 0 then the problem is upstream... The only thing you should do is complain :D
     
  15. Apr 27, 2009 #855 of 1342
    BigBearf

    BigBearf New Member

    231
    0
    Aug 17, 2005
    Update at Wrightsville Beach NC
    Both M-Cards and SDV 801 firmware working well. No problems so far for 4 weeks.
    BigBearf
     
  16. Apr 27, 2009 #856 of 1342
    mercurial

    mercurial Retro-Av

    17,166
    1
    Oct 17, 2002
    Caraleigh, NC
    Intreresting... Watching FoxHD tonight (the not so HD broadcast of the League of Extraordinary Gentlemen). Pixelating, blocking, and droping out like crazy. DVR diagnostics QAM 256, SNR 35db, RS uncorrected 122, RS corrected 80...
     
  17. May 1, 2009 #857 of 1342
    jmaditto

    jmaditto New Member

    143
    0
    Jul 29, 2007
    Columbia, SC
    Are we 100% deployed in the Carolinas? I did talk to my first CSR on the phone last night that had heard of a TA. Making progress I guess.
     
  18. May 2, 2009 #858 of 1342
    jmaditto

    jmaditto New Member

    143
    0
    Jul 29, 2007
    Columbia, SC
    Man I posted too soon. One TA is now dead. It won't power up at all. TWC coming maybe today to replace it. Now, my other TA is "not authorized" and will not resolve SDV. No one on the phone could help me.

    Can someone check the status of their working TA and let me know what it says?

    Go into the TA Diagnostics, then to the second page at the top and select "Tuning Resolver" Mine says "Authorized=NO and Opstatus=disabled" This cannot be right so I would appreciate anyone checking theirs. Thanks
     
  19. May 2, 2009 #859 of 1342
    kevinivey

    kevinivey New Member

    77
    0
    Nov 7, 2002
    Columbia, SC
    Authorized:Yes
    OpStatus:Ready
     
  20. May 2, 2009 #860 of 1342
    jmaditto

    jmaditto New Member

    143
    0
    Jul 29, 2007
    Columbia, SC
    Perfect. I just need to get someone from TWC to know how to reauthorize me now.

    Thanks for the reply.
     

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