With the advent of the Rovi data migration, obviously a number of things have broken (guide data, season passes, missing recordings) but for the most part I'm trying to be a good citizen & roll with it, doing my part reporting problems (I have dozens logged with Tivo, mostly lineup & guide data issues.) I've run into a stumbling block with one specific situation & hope the sage advice of members here can help.
Background: Cox has the corresponding hi-def channels generally mapped to SD channels in a higher tier. 300 in SD corresponds to 1300 in HD, 301 to 1301, etc. I have Starz/Encore & guide data for channel 1301 has been broken since the Rovi update. The SD channels in the low 300 range seem fine.
As far as I can piece together talking to Cox then Tivo then Cox then Tivo then Cox, channel 1302 (Starz Encore Classic HD) is being submitted to Tivo as part of the channel lineup along with 1300 (Starz Encore HD) & 1303 (Starz Encore Suspense HD). I confirmed this by logging into my account & looking at http://ift.tt/2c5m3zv - anyone should be able to use a Las Vegas zip code like 89109 & see the same. (Need to scroll down.)
The tech support rep with whom I spoke tonight said that's not correct & pointed me to http://ift.tt/2c5lTYG , which is a PDF version of what the channel lineup OUGHT to be. It shows 1301 as a valid channel in the 'Movie Pak HD' lineup. Unfortunately, it seems the above interactive online version (with 1302) is the most current & what is being transmitted to Tivo. Therefore, my Roamios get guide data for channel 1302 even though I get 'Channel not provided by the Tuning Adapter' if I try to tune that channel.
If I manually tune to 1301 I get the call letters 'STZEH' with no guide data. It does have signal (right now The Karate Kid is showing) but all the channel shows is 'To Be Announced' & the description reads 'Title not available'. When I explained to the tech their internal information conflicts & the wrong info is likely being reported to Tivo, she escalated it internally. After escalation & a lot of back & forth into why 1302 shows active on Cox's own website yet 1301 is the valid channel, the supervisor's response came back as that being a Contour channel & I'm not supposed to get it anyway. (Contour is roughly Cox marketing speak for MPEG4/H.264 channels.) My Roamios have always received & tuned these channels - her response screams of a blowoff to end the call since they can't resolve it internally, even though I've done the legwork to help them fix it. The other channels they refer to as 'Contour' work fine on my Roamios.
With whom do I file a complaint if Cox is telling me I have to use their Contour equipment? Isn't this a direct violation of the FCC mandate that customers be able to use their own equipment for equivalent services? (As long as it performs the necessary functions w/cablecard.) I thought this was the whole idea of cablecards, but what the Cox rep & supervisor told me tonight seems to directly contradict this.
Beyond that, are their any suggestions for resolution? When I speak with Tivo, the generic response seems to be 'run guided setup' which I have already done a couple times recently. (The first response is 'We can only work with what Cox gives us for channel info.') Given it involves hundreds of channels & lots of manual intervention to turn them on/off I'm not inclined to run guided setup again unless they can guarantee a fix - the Tivo tech support guy tonight guaranteed it would work tonight & then I said "or what? What will Tivo do if it doesn't work?" Crickets chirping. I don't mind running guided setup again if it's part of a holistic discussion that will involve a dedicated rep leading to resolution, but it seems to be the knee jerk response out of the gate without looking deeper.
Open to any & all suggestions - will update here as I learn more.
Background: Cox has the corresponding hi-def channels generally mapped to SD channels in a higher tier. 300 in SD corresponds to 1300 in HD, 301 to 1301, etc. I have Starz/Encore & guide data for channel 1301 has been broken since the Rovi update. The SD channels in the low 300 range seem fine.
As far as I can piece together talking to Cox then Tivo then Cox then Tivo then Cox, channel 1302 (Starz Encore Classic HD) is being submitted to Tivo as part of the channel lineup along with 1300 (Starz Encore HD) & 1303 (Starz Encore Suspense HD). I confirmed this by logging into my account & looking at http://ift.tt/2c5m3zv - anyone should be able to use a Las Vegas zip code like 89109 & see the same. (Need to scroll down.)
The tech support rep with whom I spoke tonight said that's not correct & pointed me to http://ift.tt/2c5lTYG , which is a PDF version of what the channel lineup OUGHT to be. It shows 1301 as a valid channel in the 'Movie Pak HD' lineup. Unfortunately, it seems the above interactive online version (with 1302) is the most current & what is being transmitted to Tivo. Therefore, my Roamios get guide data for channel 1302 even though I get 'Channel not provided by the Tuning Adapter' if I try to tune that channel.
If I manually tune to 1301 I get the call letters 'STZEH' with no guide data. It does have signal (right now The Karate Kid is showing) but all the channel shows is 'To Be Announced' & the description reads 'Title not available'. When I explained to the tech their internal information conflicts & the wrong info is likely being reported to Tivo, she escalated it internally. After escalation & a lot of back & forth into why 1302 shows active on Cox's own website yet 1301 is the valid channel, the supervisor's response came back as that being a Contour channel & I'm not supposed to get it anyway. (Contour is roughly Cox marketing speak for MPEG4/H.264 channels.) My Roamios have always received & tuned these channels - her response screams of a blowoff to end the call since they can't resolve it internally, even though I've done the legwork to help them fix it. The other channels they refer to as 'Contour' work fine on my Roamios.
With whom do I file a complaint if Cox is telling me I have to use their Contour equipment? Isn't this a direct violation of the FCC mandate that customers be able to use their own equipment for equivalent services? (As long as it performs the necessary functions w/cablecard.) I thought this was the whole idea of cablecards, but what the Cox rep & supervisor told me tonight seems to directly contradict this.
Beyond that, are their any suggestions for resolution? When I speak with Tivo, the generic response seems to be 'run guided setup' which I have already done a couple times recently. (The first response is 'We can only work with what Cox gives us for channel info.') Given it involves hundreds of channels & lots of manual intervention to turn them on/off I'm not inclined to run guided setup again unless they can guarantee a fix - the Tivo tech support guy tonight guaranteed it would work tonight & then I said "or what? What will Tivo do if it doesn't work?" Crickets chirping. I don't mind running guided setup again if it's part of a holistic discussion that will involve a dedicated rep leading to resolution, but it seems to be the knee jerk response out of the gate without looking deeper.
Open to any & all suggestions - will update here as I learn more.
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