My CableCards are Digital Simulcast only.

[hurnik]

If it doesn't, I'll gladly post the # of the Supervisor so you all can call and complain. This is ridiculous!

[Skaggs]

Did you check your TiVo today? Can it receive analog channel 34 with the new update that was supposedly sent last night?

I forgot to check this morning.

[peekb]

admin said:

Did you check your TiVo today? Can it receive analog channel 34 with the new update that was supposedly sent last night?

I forgot to check this morning.

Still can't get it here...

[hurnik]

Same here. I've called the # and left a VM.

Not sure if I'm spelling the name correctly or not:
Chris Kaling
242-8800 Ext.3496

[hurnik]

Still no callback from TW about the problem. Guess nobody cares. Am I the only one calling and complaining to them (except for possibly Dkennedy and Skaggs)?

[Skaggs]

The tech was here for 20 minutes. Ten of those minutes he was on the phone to his supervisor (named Bob Walsh).

The tech said that channel 110 was being mapped to 34 and that is why I can't get it on my TiVo w/cable card.

I asked what he was going to do so that I can watch & record Disney Channel (ch34), Turner Classic Movies (ch58), and Discovery Health (ch68) on my TiVo?

He stared at me for a few seconds before he said there was nothing the technicians can do. (Which is exactly what I told Cindy on 2/13/08).

The tech said he would have his supervisor call me later today. (I've heard that one before)

He apologized, then picked up his tool bag and left. He called me about a minute later and said that his supervisor was "out and about" right now and would call me later. He said both he and his supervisor work until 8PM tonight. I told him to call me at any time and that I look forward to discussing the matter with Bob.

After the phone call, I was so frustrated (after leaving work early to meet this guy at my house), I called the extension TWC supervisor Cindy left me so I could discuss my issue with her. The extension she told me I could reach her at didn't exist! I pressed option 3 to be transferred to someone else, and I kept receiving the "that extension is busy" message, with no option the leave a message.

Next, I called Chris Kaling at the number hurnik posted (that one worked). I got her voicemail and left a message.

Next, I called TWC and asked to speak to a supervisor named Cindy. The CSR read the notes in my account to determine who I spoke to and transferred me to her direct extension. The supervisor's name is Cindy McCormick, which I learned from listening to the outgoing message on her voicemail. She didn't answer her phone, so I left a voicemail for her, too.

[adam]

I've heard similar things from TW techs before. I have a STB but since I'm at UAlbany they use channels 74-79 for HBO channels which means I don't receive RetroTV on 1897 and CWHD on 1815 because the University uses those frequencies for HBO (so TW says). I had a tech come and he said he could fix it through the wiring and it would be fixed the next day and it never was. Then after getting the typical run around I was told that Time Warner and UAlbany would have to re-negotiate those frequencies and that's when I gave up. Can you imagine a public university and Time Warner ever getting that completed? I don't think so. So I will just have to deal with not being able to see CWHD and Retro.

[hurnik]

Chris/Kris is coming to my house tonight. Sounds like a "he".
Anyway, he said that the update did go out and it should've fixed the problem but that he may have to run a "script". We'll see.

I'll mention the others still having the problems.

[Skaggs]

admin said:

The tech said he would have his supervisor call me later today. (I've heard that one before)

The supervisor (Bob Walsh) did call me back around 7PM. He initially tried to tell me that the firmware on my TiVo needed to be updated, but I shot that down by saying the CC's worked fine for a few months until you started using SDV. He said he was aware of the problem and they are attempting to run a script to fix it. He said all 300 cable card users are experiencing the same thing, but only a few have called to report it. (He stated the number 300 unsolicited, which I found interesting) He left me his lead technician's phone number (the same Chris that Hurnik mentioned) because he was going to be on vacation next week. I told him I already left a message on Chris' voicemail. He then told me that he was looking at Chris' phone and the voicemail indicator was not lit. Bob said he would send Chris an email with all the info and that he was confident Chris could resolve the problem.

hurnik said:

Chris/Kris is coming to my house tonight.

Chris called me at 7:25PM, he said he had just left your house. He got my voicemail (this is why the indicator was not lit on his phone in the office when Bob was looking at it). He said that he was not able to fix the issue at your house, but he needed to go back to the guys at the "head end" and have them adjust the script. He offered to come over and run the script on my cable cards on Tuesday 2/19. He said the TiVos have to be on while the script is run. Since he called me from his cell phone, I now have his cell phone number from my caller ID. Chris said that he had not talked to Bob Walsh yet, but that Bob was his immediate supervisor. Bob & Chris are the first people from TWC I've spoken to that actually seem to know what they are talking about. I'll have to add Tom Landry to that list, too.

[hurnik]

Chris came over (very pleasant guy, apologized for all the problems, etc.) And I know it's not his fault. I have a feeling the guys doing the head-end stuff have no clue.
Unfortunately the guy he needed to talk to was out, and the other guy didn't seem all the knowledgeable (claims they've been running the same script all along). But of course, we know that things were different. Only good news is that I called up TWC and told them I wanted the entire month free because of all this, and the lady did so without me having to get mean with her.

[pmp]

Hi guys. I'm one of "The 300". I've got a multistream CC in my LG 32LX1D. I feel like I've been getting screwed by TW for the 2+ yrs that I've had the tv. My CC had been working ok since TW's most recent visit back in December, up until about 1-2 weeks ago. I'm no longer getting the music channels or SNY HD (1866).

As an aside, I've noticed a crappier-than-normal signal from the SA4250 that's hooked up to my LG42LB5D via HDMI. And not a day goes by without at least a couple of channels "freezing".

[Skaggs]

admin said:

He offered to come over and run the script on my cable cards on Tuesday 2/19.

Chris called me at 2:30PM and said he has attempted to get the channels working at a few other customer's cable cards without success the last few days. He also said he just got out of a technician's meeting and they were forwarding the issue to the engineers at the "head end" for them to find a suitable solution.

Chris said he would call me back when there is a solution.

I immediately called TWC customer service and spoke a guy named Dave. I politely explained my situation and requested a refund for a months worth of service. Dave put me on hold and a few minutes later, I hear the outgoing message for Chris Kaling's voicemail...? He just sent me to Chris' voicemail with no explaination.

I hung up and called TWC customer service again. I explain to "Mike" what just happened and repeat my request for a month's free service. Mike offers to refund me the amount for "Standard Service" ($35.50 on my latest bill). I accept and he tells me it will come to $44.02 when the taxes are removed, too. I thanked him, although I was hoping to receive a free entire month, including RR ($136.41).

By the way, its been 10 days since the TWC CSR named "Scott" told me the Legal Department would be calling me and I still haven't received a call.

[adam]

Are there less people on this site using Directv than TWC? Or do people with Directv have less problems than the people that have TWC. I very rarely see people with Directv have complaints or problems and we see issues like this with TWC all the time.

I've started seeing those TW commercials again saying they have better service than the dish. What a joke!

[hurnik]

My guess is that there's less problems with DTV than TWC. With the exception of rainfade/snowfade, at which piont, you can't do anything about it.

Personally I'll never go to DTV (would consider DISH but I think my tree is too tall in the back yard now to get their HD channels). When DTV took over USSB, they jacked up my bill by $30/month. I called to complain and ended up dropping to the most basic package. After a few more months (they had so many problems when they took over USSB that I lost the entire USSB lineup for a week while I tried to call them), they said, "Oh, you were a USSB subscriber? Well, then we can give you the "special" price". At that point they ticked me off too much, so I cancelled.

Of course, the repeated outages with rainfade finally drove me to TW.

Who, until recently, was "okay" for quality/service (note, I said, "ok"). Now they suck.

[xzi]

I'd like to know, too, how many other DIRECTV people we have here. I am definitely one, but I feel alone. I was a CableCard guy until I bought my house in November and cut down a tree for the dish I was so frustrated.

You can read my review of DIRECTV after I switch from TW a few months ago here if you'd like:
www.whatthedeuce.com/2008/02/technology-and-gadgets/directv-satellite-television

I'd actually be curious on some feedback, although it does cover all these topics for sure.

As for problems, well if you do want to see them, head over DBSTalk or Satelliteguys.us--they are out there but with DIRECTV's CE program, they are usually fixed pretty quickly actually.

Once DIRECTV turned up albany locals, I haven't had much to say about them in a while, it's just sit back and wait for them to light up 10 more national HD channels--seems like we get a new 10 every month.

I'll also be checking out HD MLB Extra Innings this year for the first time, and I'm psyched.