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Tivo Setup (Tulsa Market)
So after my last question regarding equipment (http://forums.cox.com/forum_home/tv_forum/f/4/t/8431.aspx), We finally purchased the Tivo and I stopped yesterday to get the Cable Card and Tuning Adapter. Based on the information I've read here I knew it was going to be a lengthy process since the firmware of the tuning adapter would have to update itself.
The information I found on the Tivo website indicated that I should go through the basic setup first before connecting the TA so that's what I did. I followed the guide inserted the Cable Card when directed, called to have it activated, and finished the setup. I was able to get 2-24 and their HD equivalents. If I tried going to 25 or higher I got a blank screen. With that done I then unplugged the Tivo and hooked it up back up with TA using an inline setup as that's what Tivo recommends. I knew it wouldn't work right away because of the firmware issue so I gave it some time. After 45 minutes I was still getting the message about the security certificate not being accepted so I called back to make sure they didn't need to do something to push the firmware update. The second tech told me that it would happen overnight. He also said not to run it inline and to use the splitter to run one cable to the TA and one to the Tivo along with the usual USB Cable. No sooner than I hung up with him though the amber light went solid and I got a message on the Tivo that a tuning adapter had now been connected. I checked in the menu and sure enough it showed version 1.40. So I unplugged both and changed it to the split setup, (including the moca filter as directed even though we don't use a Moca network) and once it all came back online when I changed to 25 or higher it now says channel is not authorized, such as when you connect a new digital box or tune to a channel you don't subscribe to.
I called back again and requested they send hits to the TA and Cablecard which she did. I could see the TA receive it and think for awhile before it went back to a solid amber light. She verified the pairing and the required ID #'s. When that didn't fix it she said all she could was schedule a technician. I'd really like to get this working as I'd prefer to avoid a tech visit, plus I have no intention of going through multiple visits with no solution and if it comes to that we'll just learn to deal with OTA, which is why we bought the base Roamio.
My real question though is can signal strength be a problem here? A few years ago we had them come out and setup whole home DVR. The tech couldn't get it working on the nearest outlet (He said that outlet must be wired to the upstairs neighbors, (which would be shocking as they would have to have subscribed to our exact lineup), so he split it from the outlet across the room which is also the one we're using for HSI. So now we have a splitter at the outlet with one cable running to cable modem, and one running around the room to the TV where it is then split again between the TA and the Tivo. Are there known issues with this? Should I try the mystery outlet by the TV? or just leave it and wait for the tech. Also could running the guided setup again with everything connected make a difference? I know there aren't a ton of Tivo users in this market but I just want a better solution, and a lower bill, than we have now.
ColleenD
+2 more
Moderator
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It's possible that it could be a signal issue, though I was able to locate your account using your log in credentials and the modem isn't giving me any indication that signal is a problem. I've sent some info to update the equipment. It wouldn't have reset anything. Let me know if it helped. If it didn't, is there a change when you connect "in line" as TiVo suggested?
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Outer1
New Contributor
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Thanks for your reply ColleenD. I tried it on a different not split outlet, and there is no change whether it is setup in line or split between the Tivo and Tuning Adapter. I'll double check tonight if the hit you sent made any difference as we didn't tune to anything above 25 last night. I've already called back into technical support to request that they remove and re-add the cable card to prompt the system to send a new initialization hit but the tech refused. At this point I can pretty well tell the TA is working, as is the cablecard since I'm getting everything that would be part of the TV starter package including the HD versions, but nothing else that I'm subscribed to so the Card simply isn't seeing what I should have access to, and sending soft hits to it isn't working. I'm willing to go through with the one service call we have setup but if they aren't able to correct it at that point we're just going to switch from the preferred package to the TV starter and return our Cox DVR because it's not worth the hassle since 90% of what we record is on the starter. Can you confirm if any of the channels in the starter package are switched digital? If not then I won't even need to connect the adapter which will make it even easier.
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ColleenD
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Moderator
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In the phone rep's defense, if the card is paired without errors we really shouldn't need to un-pair and re-pair it as un-pairing or removing the equipment can generate new Host information that would need to be updated before the equipment could be paired properly again.
When using a cable card and tuning adapter you should receive the same subscription channels as with a cable box. Your local line up at http://www.cox.com/residential/tv/channel-lineup.cox will denote digital channels with an asterisk. The printable lineup uses a triangle. Switched digital channels are not denoted on either site.
Let me know what you find once you are able to check the channels. There are a few other things I can do from the office that may help, and if we need to we can try re-pairing the equipment as a last resort.
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EricWhitehurst
New Contributor
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I am having the same problem after 3 or 4 phone calls and having a tech in my house on a 3 way call nothing has changed. Is the type or model of the equipment matter? Not one time did anyone ask for information about the TiVo. Forgot to add I am in the Omaha market. If you come up with a solution please let me know.
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ColleenD
+2 more
Moderator
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If you can verify the model of TiVo as well as the Host ID and the Host Data from the cablecard activation screen we can check to see if it matches what we have on file. If it doesn't match we will need to unpair, update the info and then pair the cablecard and tuning adapter. If it's necessary it would probably be easiest to do over the phone.
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EricWhitehurst
New Contributor
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It's a Roamio plus. After talking with Tivo tech support in a three way with Cox tech support they both think it's bad cablecards. Cox sees it as paired and TiVo sees it as not paired. So Cox setup appointment for another tech to come back with several cards. Well the they never showed or called and it's an hour past appointment window. This experience is frustrating to say the least. From what both companies said about cablecards Cox needs to get it together and make sure these refurb cards work. I was told that it's taken as many as five cards to find one that works correctly. How much can this card cost why not send new ones that work? Why piss off a thirty year plus customer?
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Dina
Contributor III
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I'm sorry to hear this experience has been so frustrating for you. There is a new appointment scheduled and a request to bring several cards with him to ensure this is resolved ASAP.
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EricWhitehurst
New Contributor
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Third cable card was the fix. I will reference my previous post as to cable cards. I just hope it never fails.
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ChrisL
Former Moderator
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