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Post by Chris Miller on Sept 2, 2009 7:35:06 GMT -5
Is anyone having problems with the SDV channels with a tuning adapter? I'm dropping channels in the 1830-1840 range and the usual TA reboot is not resolving the problem. I called TWC support and the opening message on their tech support number actually mentions this problem.
After talking to the CSR, apparently their engineers are aware of a technical issue with the tuning adapter. The CSR said that rebooting and/or replacing the hardware will not solve the problem. They have no idea what the root cause is and they are collecting information from the users to help identify the problem.
If anyone is having a problem with the tuning adapter, I would recommend calling TWC support so they can have your information.
The best part of the call was when the CSR told me that there was no stigma in having to reboot a cable box or tuning adapter on a regular basis. She said it was just like pressing Ctrl-Alt-Del.
I had to tell her that yes, there was a stigma and that I don't have to Ctrl-Alt-Del my PC on a regular basis. She kept harping on that issue and I had to finally tell her that I found it insulting and we should move on.
When does FiOS TV come into town? I'm ready to switch.
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Post by hurnik on Sept 2, 2009 17:36:59 GMT -5
This is a joke. I just wasted 20 minutes on the phone and got nowhere. They don't even acknowledge it's a system problem. The first rep said "oh you have a Tuning Adapter, so you have to be transferred to a diff. dept". I asked "why then did I press "5" to get to you if the message on your system says this issue is everywhere". She just reiterated I had to be transferred.
The next guy said, "oh, you have a tuning adapter", which channels are out (so I gave a few of them, I didn't go through all 80 some SDV channels). Well, we can have a technican come out to fix the problem. I was like, it's a SYSTEM problem, not just me and my house. Oh, but you have a tuning adapter, so that's a whole new ball game.
WTF!!!!
Of course, I lost Adam @ TW # (stupid me wrote it on a piece of paper instead of putting into my email contacts). Otherwise I'd give him a call.
So tomorrow supposedly all will magically be fixed.
Of course, I can either reboot the TA and MAYBE get the channels back (like it always does).
God, I hate TW.
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Post by Chris Miller on Sept 4, 2009 22:47:53 GMT -5
The other day, I retweeted a pretty funny comment about tiling issues that I have been seeing on some the cable channels; "It's not just me RT @jschoenwald Dear @jefftwc I'm seeing more artifacts on my television than at the Smithsonian. Please fix." @jefftwc is Jeff Simmermon and he is the Director for Digital Communications for Time Warner Cable. A couple of hours later, he contacted me and asked if I could send an email to twc.cotp@twcable.com. That is the email address for Executive Care team for the office of the President for Time Warner Cable. I emailed a detailed message explaining both the problems that I have been having with the service and how I was bothered by the CSR's comments. The next day I received a called from the technical support supervisor at TWC Albany. He had been forwarded a copy of my email and wanted to get some more information. He apologized for the CSR and wanted to swap out my tuning adapter to see if it was the cause of the tiling. I had mentioned how some people have been splitting the cable before it reached the TA and send one line to the TiVo and the to the TA. He had heard about people doing it, but didn't think it should make a difference. At any rate, when I swap out my TA for the new one, I'll see if the TA has any affect on the tiling problem before I try splitting the cable. He did mention that people where having problems with the SDV channels and that problem started a week or so ago when they moved a lot of channels to SDV. Apparently their equipment could not handle all of the switching and that caused a lot fo problems. This is supposed to be resolved already or "real soon now". The good news is that the reason that they pushed channels over to SDV was so that they could carry more channels. I'm hoping for BBCA HD. |
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Post by adam on Sept 5, 2009 9:23:36 GMT -5
I doubt we will get BBCA, it hasn't been mentioned in the legal notices as far as I know and not a single cable or satellite provider has picked it up yet so I can't imagine TWAlbany would be the first to carry it.
On the other hand, we do have channels that no one watches like RFD and MAV...
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Post by hurnik on Sept 5, 2009 10:18:18 GMT -5
So they've had a problem, known about it, and I'm SURE we'll see a credit on our accounts, right? ha!
I can guarantee you switching out the TA won't make it better. I'm on my 2nd one and the only thing it resolved was the "lease" issue. Since I only get pixellation/problems on the SDV channels, it's either the TA or the SDV system itself. But the probability of 2 bad TA's is slim to none.
The reboot problems appear to be resolved (looks like TW Albany FINALLY upgraded to the .801 firmware for the TA). But really, over a month of random reboots caused by the TA is ridiculous.
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Post by hurnik on Sept 5, 2009 10:20:28 GMT -5
The other day, I retweeted a pretty funny comment about tiling issues that I have been seeing on some the cable channels; [url=""]"It's not just me RT @jschoenwald Dear @jefftwc I'm seeing more artifacts on my television than at the Smithsonian. Please fix." [/url][/blockquote] @jefftwc is Jeff Simmermon and he is the Director for Digital Communications for Time Warner Cable. A couple of hours later, he contacted me and asked if I could send an email to twc.cotp@twcable.com. That is the email address for Executive Care team for the office of the President for Time Warner Cable. I emailed a detailed message explaining both the problems that I have been having with the service and how I was bothered by the CSR's comments. The next day I received a called from the technical support supervisor at TWC Albany. He had been forwarded a copy of my email and wanted to get some more information. He apologized for the CSR and wanted to swap out my tuning adapter to see if it was the cause of the tiling. I had mentioned how some people have been splitting the cable before it reached the TA and send one line to the TiVo and the to the TA. He had heard about people doing it, but didn't think it should make a difference. At any rate, when I swap out my TA for the new one, I'll see if the TA has any affect on the tiling problem before I try splitting the cable. He did mention that people where having problems with the SDV channels and that problem started a week or so ago when they moved a lot of channels to SDV. Apparently their equipment could not handle all of the switching and that caused a lot fo problems. This is supposed to be resolved already or "real soon now". The good news is that the reason that they pushed channels over to SDV was so that they could carry more channels. I'm hoping for BBCA HD.[/quote] Are the links for the emails/executive care team supposed to work? I only get: http:/// When I click on them (although I see in the 'quoting' what the URL's really are). Maybe it's an issue with the BB or Firefox? |
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Post by Skaggs on Sept 5, 2009 18:52:43 GMT -5
@jefftwc is Jeff Simmermon and he is the Director for Digital Communications for Time Warner Cable. A couple of hours later, he contacted me and asked if I could send an email to twc.cotp@twcable.com. Interesting. On Sept 2, 2009, I got an email from Twitter telling me: My ID on Twitter is AlbanyHDTV. |
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Post by Chris Miller on Sept 6, 2009 9:07:44 GMT -5
The quotes were broken, I used the wrong syntax. All fixed now. Are the links for the emails/executive care team supposed to work? I only get: http:/// When I click on them (although I see in the 'quoting' what the URL's really are). Maybe it's an issue with the BB or Firefox? |
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Post by Chris Miller on Sept 6, 2009 9:09:32 GMT -5
From the BBC web page: I doubt we will get BBCA, it hasn't been mentioned in the legal notices as far as I know and not a single cable or satellite provider has picked it up yet so I can't imagine TWAlbany would be the first to carry it. On the other hand, we do have channels that no one watches like RFD and MAV... |
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Post by hurnik on Sept 6, 2009 10:08:28 GMT -5
Thanks for the updates, Chris.
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Post by adam on Sept 6, 2009 11:03:33 GMT -5
There are plenty of channels that TW NYC has that we don't. They actually have direct competition in the city.
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Post by Chris Miller on Sept 7, 2009 9:33:38 GMT -5
As for the problem being resolved, I lost the AMC channel (29) last night. I tried rebooting the tuning adapter but that did not resolve the problem. I don't think the problem is specific to tuning adapter, my SA STB can't get the channel either. I have a TiVo S2 on the analog signal and it's getting the channel, so it's only the digital feed that's borked.
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Post by hurnik on Sept 10, 2009 16:22:39 GMT -5
I got a call from a TW person who told me they're still having SDV issues affecting everyone. Supposedly they rolled out another update last night that should resolve everything (we'll see).
I noticed they still haven't given me credit for wasting 2 hours of my time or the countless days of outages.
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Post by Skaggs on Sept 11, 2009 8:20:16 GMT -5
I have had issues with my tuning adapter the last two nights. On Wednesday, Icouldn't tune the Yankee game on YES, which is not an SDV channel. I keep a TWC set top box for just such "emergencies".  I wouldn't have seen Jeter's 3 hits to tie Gehrig or Posada's 3-run go-ahead HR. Last night (Thursday), there were similar issues, but the channels appeared after staying tuned to the channel for 10+/- seconds. |
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Post by Chris Miller on Sept 11, 2009 17:58:35 GMT -5
My replacement tuning adapter arrived Wednesday. Failed today. Not bad, I got nearly 2 days out of it. TWC support can't even see it from their end, but it's reporting good signal numbers.
[One hour later...]
TWC called me back. When they sent out the new tuning adapter, they updated my account to remove the old tuning adapter and add the new one. Apparently they removed the wrong one. The CSR couldn't see the new TA because he was trying to access the old TA, which is on a UPS truck somewhere.
At any rate, they discovered their error and activated the new TA on my account and I have SDV again.
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