lundi 27 juin 2016

Time warner tech blames stations for 480i on Tivo but 1080i on HD box

Long, bizarre problem full of conflicting stories from Time Warner and technical improbabilities:

I'm a new Tivo user with a Roamio Pro who has basic familiarity with various cable tech issues.

I've had an issue the last few days and excuses/ proposed solutions that make no sense.

Everything was fine for a week until yesterday - one channel (FS2 ) was "not available" and 2 others (FS1 and NBCSN) were being received at 480i (the previous day they were at 1080i). Called Time Warner cablecard/Tivo support; they had me reset the Tivo to 1080i only (it already was) and had me attach the USB cable, which came with my card/adapter but was not noted in the instructions.

They reset things on their end, had me tune one channel above the missing one and then back - voila! The missing channel returned and all involved channels (FS1 &2, NBCSN)_ were in 1080i. But they set a tech appointment for noon today to verify the setup was OK.

Got 2 automated confirmation calls.

...fade to today. 2 pm, no tech. Called in,. told tech scheduled for 4-5pm. NOT happy. 4:30, tech shows; I explained the problem, solution and subsequent reoccurrence - he immediately said "it has nothing to do with us. The stations determine what the boxes receive".

Uhh - what? Me - "So the stations decide somehow that the cablecard/tuning adapter/Tivo will only receive 480i - today -- but receive 1080i on these channels yesterday at the same time it's sending 1080i to the HD boxes?"

More runaround and changing excuses, then he changed adapter and card, plugged it in and said "I'll be right back" - knocking MOST channels down to 480i and nuking FS2 again. Finally returned 15 minutes later (no idea where he went) and told "I've been doing this 16 years - it's a station problem.". He had no solution so he called a supervisor - who showed up, pushed one button on the front of the tuning adapter and FS2 was back...at 480i, FS1 at 720p, NBCSN at 1080i (and all at 1080i on HD boxes in other rooms).

So HE said "it's a Tivo problem - it's not "locking" onto the channels. I looked at the now grinning first tech and politely told him to leave.

The supervisor wouldn't budge - blamed Tivo, repeating it's a "locking" issue". Asked about the "station" problem the other tech swore was the problem and he said ""i'll talk to him".

Meanwhile - yesterday I had 3 specific channels at 1080i - now 1 at 1080i, one at 720p, one at 480i.

So who DO I contact - or can I fix this mess myself? Is Time Warner just trying to duck something that's their problem?


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