Time Warner Cable - Signature Home Service

This thread will be dedicated to Signature Home Service from Time Warner Cable. It is here to inform and share experiences. I had my Signature Home Service installed today and below is my experience with it:

I'm in the Northeast Service Area, so my information is going to reflect that. Things like pricing and availability vary from area to area, so keep that in mind.

For Information about the package visit:

Time Warner Cable Signature Home Service

The above link contains all the services, options and features you get therefore I won't waste this post listing them all.


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Ok, so today was the day! I have to say the experience was pretty good. The tech showed up on time (called ahead) and worked with me to get everything installed how I wanted. This is an actual TWC Signature Home Certified Tech, not a subcontractor. His name was Daryl ID# 92162 and he did an outstanding job.

We did a quick assessment of the layout and I showed him how I had my routers networked and which sets would be getting the DVR's. He started by testing ALL the lines and measuring signal strength. It was checking good, but he still replaced the grounding block and all the F-Connectors with Compression Fittings.

He then installed the necessary line filters onto my distribution block and labeled everything for me (DVR 1, DVR 2, etc). Next he installed the DOCSIS 3.0 Wideband Wireless/Modem. I was concerned about this because I explained that I wanted control over the modem/router settings, but he gave me all the information I needed to run a manual setup on it. While he finished up there with the other connections, I accessed the modem/router and set up my Wi-Fi and Security how I wanted (password, WPA2, SSID,etc.).

Quick Check and the Wideband was SMOKIN'

Before:



After:



Since I already had Digital Phone nothing changed with that. I still have the same Arris Telephony Modem and the only difference is that my account now has the additional features associated with the Signature Package like Voice Mail. The installer simply split the line and ran the other leg off from the Wideband Modem.

Now to the meat & potatoes of why I moved into Signature Home - Multi-Room DVR (MRV-Also, Whole Home as TWC calls it)! A little back-story so you understand why I didn't just add MRV to my existing Triple Play. I was waiting out Sig Home because I knew I wanted MRV, but didn't really care about Wideband or the extra phone features. Initially, TWC didn't offer Multi-Room DVR unless you signed up for Sig Home so I decided to wait it out and see how they would do it.

Well, they did start offering MRV as an add on service for an extra $20 a month plus box fees. I was already paying about $170 a month for the Triple Play with HBO, Starz and DVR Service with one additional set top. That is with the Triple Play and Premiums under a promotional rate. The Triple Play was under a price lock for $129.95 with HBO & Starz for $6 each. The premiums were set to expire this month so I was dropping them anyway and the Triple Play was going up to the standard rate of $154.99 this fall. When I crunched the numbers, it just didn't make sense to add MRV when for a few dollars more I could have Wideband with two DVR's. My bill would be about the same for the standard Triple Play with two DVR's (@ $12.95 a piece) plus the $20 MRV as it was explained to me. It just seemed like a no brainier.

The other reason I went into Sig Home was because I would be assigned a "Personal Solutions Advisor" and have a steady tech should I require service. The same guy that showed up today is the Sig Home Installer for the area and he was knowledgeable and helpful. He shared a lot of inside info with me when I questioned him about things that regular support was just clueless about.

People who follow me here on the forum know some of the issues I've had with my boxes and lack of support over issues pertaining to Navigator, so while he can't fix a Navigator issue he does have a more direct line of communication to get assistance on any given issue. He also is notified of when Navigator updates are coming. Unfortunately, he isn't notified of what fixes/changes/ or bugs are in said releases.

So, we are at the point where he is ready to install the DVR's and this was the first (and only) problem encountered with the entire install. He brought in two Samsung SMT-H3272 Single Tuner DVR's when I specifically requested during the pre-install that I wanted the Cisco 8642 with PIP capability. This proved to be a non-issue as Daryl got on the phone and had a truck come right out with the requested units. Part of me wanted to try the Samsung units, but I wanted PIP ability.

The performance is the same as the 8640 & 4642 which they replaced. The 4.1 update we have addressed some issues, but there is still noticeable "guide lag" while scrolling the guide where it takes a second or two for the guide to catch up and display the highlighted item.

Overall, I'm looking forward to using the service and discussing it here with other subscribers. I'll continue to report back here with information and updates.

So after playing with Signature Home for a day and working to get my series recordings entered back into the DVR's I can give my initial impressions:

The Wideband Internet is great. Streaming Netflix and having multiple computers connected simultaneously poses no issues.

The uBee Wireless N Router provided performs well, but range seems a bit limited. I would have used my own, but the DOCSIS 3.0 modem is integrated and I didn't want a third device in play.

Digital Phone is no different than it was and I probably won't use the voicemail feature as I have an answering machine.

Sadly, at this point - the issues I'm having are with the reason I got the service in the first place: The Multi-Room DVR. First off, it works and I can see each units recorded content on the Show List. The issue is watching streamed playback. While it plays just fine, the banner either isn't there or is of the current channel, so I can't see what speed I'm at, how far along I am, etc. Also, another downside is that the Series Manager only shows the shows for the unit you are at. Thus if I check my series recordings in the living room, I have no idea what is scheduled in the bedroom and vice versa. This is an issue that can result in precious wasted DVR space because my wife may set up a recording in the bedroom and since I can't see it in the living room, I may set up a duplicate recording. At this rate, I'd rather manage all my recordings from one DVR and just have a client box in the bedroom to view them. I would go this route if they offered a reduced rate for dropping the second DVR, but since I'm paying for it - I'll keep it. I will be contacting my consultant about the issues I'm having and report back.

Another thing that is not an issue, but a feature request is that TWC have the system utilize the tuners of each installed box. For example, say I program a show to record in the Living Room, but there is a conflict because both tuners will be busy. Instead of not recording the show the software should send the recording to the other DVR. This would give you 4 truly available tuners.

UPDATE: Confirmed via chat that there is no banner during remote playback. Strike One...


Chat Transcript:

Giovanni: .Thank you for contacting Time Warner Cable SignatureHome Signature Service. My name is Giovanni, I will be your Personal Solutions Advisor. How may I help you?
Ben_: During Multi Room playback I don't see the program banner
Ben_: I cant see the info or the progress bar. Is this normal?
Ben_: Note this is only when playing back remote content
Giovanni: Correct. With remote playback the guild will be disabled.
Giovanni: As its just pulling the video content your watching unfortunately not the guide info.
Ben_: Really? Are they going to fix this? I have no way to know what fast forward speed I'm at or how far along in the show I am.
Ben_: Well, thanks for the info. Strike one for the multi-room DVR. Hopefully the add more functionality with future updates

This is extremely annoying to me. I like the ability to stream the content, but it should be seamless. It should be like the VOD - I want to see the info and especially the Banner and Progress bar. Looks like TWC has a way to go to get this to primetime. I just hope they release updates, because Sig customers are paying a premium price for a better experience and so far, I'm not seeing it. I'm going to give it time and see what they do, but if nothing comes about within this year and they up the price, I will be cutting services back to pre-Sig Home. Right now, the value is there because of the Wideband so I'm willing to give it at least as long as my 1 year price lock. I'm just really disappointed with how the MRV functions.

I will concur with the jury still out sentiment. Each day is a new issue or glitch right now.



The banner issue must be a 4.1 glitch then because what you are talking about is exactly what I mean. There is no progress bar showing info or speed when I FFW or RW when watching content off of a remote unit.

The newest problem is the Wideband Internet connection keeps failing. Twice since install I've had to reboot the modem to get the connection back. The 50/5 speed is something I like, but it's now down more than it is up. Using the Arris Telephony modem with my old WRT54G router was more reliable! I'm guessing the uBee device is crap and will be requesting a replacement or service credit if they let me get and use my own.

For the price of this product, it should be far superior to what I'm currently getting.

UPDATE:

Well, I went on chat with a Sig Home rep and have a service call set up for Wed to determine why the internet keeps dropping. Also, I decided to try a few things on my end with the DVR and after a hard re-boot of the bedroom DVR - lo and behold, I now have the banner and progress bar when using the remote DVR! I guess the phone/chat help isn't really that knowledgeable after all. So much for "Personal Solutions Manger". I still can't manage the DVR's from each other, but that is tolerable.

Yes, but you can only manage one DVR at once from a drop down list with Remote DVR Manager. For example, if I have the Living Room DVR selected - any searches or scheduling I do will go to that unit. If I do a search and decide I want that program to go to the bedroom DVR, I have to go and select that DVR from the drop down list and lose my current search then start over with the Bedroom DVR selected. It would be far easier to not have to lock a DVR and have it be an option on the Record Menu that pops up.

IE: After I search and find what I want and hit the record button, one of the options is Record To: with the drop down list of available DVR's.

I do hope that in time they will integrate the units to function seamlessly across the network as we have been discussing. I want to be able to manage all series recordings regardless of which unit I happen to be at and the ability to share tuners would be great for eliminating conflicts as I mentioned in a post above.. I sent a request via the Time Warner Navigator Feedback Form requesting what I named "Smart Scheduling" which means the DVR's "talk" to each upon scheduling. If the DVR you are scheduling to has a conflict and both tuners will be busy, that unit polls the other DVR and sends the recording there.

Well, the tech showed up on time again to check the modem. He confirmed with me that I'm third person to report the dropout issue and that they are having issues with the uBee devices. I questioned him about if I could get a different modem, but he said that these were all they were supplying right now. He did switch it out and tell me to notify them if the issue persists with the new modem as everything else is in order (signal level).

I asked him about why they stopped using the Arris modems which is what I still have for my telephone and was rock solid very rarely needing a reboot over the past 5 years. He agreed with me that they are superior to this unit, but it was probably a cost saving issue, so the went with the uBee. I stated that it really isn't saving anything if they have to roll trucks and deploy two pieces of equipment. I have been looking at trying to get my own unit from Arris, but can't find a distributor.

http://www.arrisi.com/product_catalo...PF_05JAN11.pdf

Arris does make a DOCSIS 3.0 Modem with Wireless Router and Phone outputs as shown above. If they would reduce my bill, I'd buy the unit and use that.

Credit where it's due, I prefer dealing with the techs over the sub contractors. Although, this tech admittedly said, he didn't know anything about networking and would have been unable to set up mine. He couldn't understand why I needed to change the routers IP so I could stack my other hardwire units. That said, he was helpful in sharing information and I'm sure my setup is far beyond what they normally see.

So, I'll keep monitoring the situation and posting here. Any other Sig Home subs here having issues with the uBee device dropping connection? Please report and make sure TWC knows about it as well.

UPDATE:

Still dropping the Internet connection! Also lost the phone too tonight. I was just on the phone with a TWC rep setting up for a supervisior to come out and look at the problem and the phone went out thus dropping the call. He was in the process of creditting me for service from the install date because of the problem. I now have to call back and try to get another rep in order to schedule this. The big problem is that it IS NOT a wiring or signal issue so I don't see a lead tech fixing anything. It's a problem with garbage equipment - the uBee modem! I did a quick search and turned up complaints all over from other users that have had or are having drop outs with this unit.

http://www.dslreports.com/forum/r258...-for-Wideband-

http://www.avsforum.com/avs-vb/showt...9#post19523479

I also have a co-worker who has the same problem and the tech that came out today said they are seeing this trouble call alot.

I believe all the lines are filtered except for the two DVR's - I know the Arris modem I provided the link for has the MoCa filter built in. This appears to be a widespread problem not just in this division. A supervisor is coming out on Fri to check it over. I'd really like to swap out the two devices for one of the Arris combo units, but they don't have them and who knows if they will get them.

Here is the link to the uBee page which also contains the Spec Sheet:

http://www.ubeeinteractive.com/index...modem_gateway/

Daryl was back for today's service call with his supervisor. Again, they showed up on time and ready to go. We discussed the issue and the consensus is that the uBee modem is problematic. The supervisor brought out a Motorola DOCSIS 3.0 Surfboard to replace it. I told them about the Arris All In One DOCSIS 3.0 Modem and the supervisor took the printout I had detailing it's specs back with him to show the higher ups. He also requested that I keep them informed on the performance which I intend to do anyway. I have to give credit to the Sig Home guys for good service. They don't try to BS and listen to what I have to say. They waited around until I reconnected everything on my network (which is significant) and made sure everything was working before they left.

So, the performance test of the Motorola:



Also, it should be noted that the wireless signal is much better with a wider coverage area. Hopefully this modem solves the drop outs.

Well, got home tonight and am posting this from my phone because my Internet is now completely down. This is starting to piss me off! Service call number three in seven days is tomorrow. At least with the uBee, I could reboot and get a connection back. This is completely down. The guy I talked to on the phone claims everything looks fine on their end, but everything is down.

The techs seem more responsive than the usual guys and are far better than any subcontractor I've ever dealt with. Sig home techs are suppose to have more specialized training for these particular products. Now, if they could just get some decent equipment!?!?!?

UPDATE:

Well, I canceled the service call because I resolved the modem issue by doing a factory reset and then running the set up all over again. I'm going to be too busy today to deal with this. I'll again continue to monitor the situation. If this continues to be an issue, I may just can Signature Service and revert back to my old plan. I'm willing to give them the opportunity to make this right, but it's getting annoying fast. The Wideband speed is awesome when it's up, but I need a consistent connection.

Well, after I recovered the connection it's dead again this morning. I should not have cancelled the service call. First, I was told it would now be Tuesday which is in unacceptable so they got someone to come today for a time I won't be here... sigh... They now have someone coming out tomorrow morning. I'm now trying to get my old modem (my Arris telephony modem that I still have) reactivated in the interim.

This is getting ridiculous though. Sure, the service people are responsive, but it's getting to be a PITA. The up side is the whole home works seamlessly minus some of the management features I want to see and the really slow Navigator issues are better. Should I drop Signature Home, I will likely keep the whole home DVR depending on cost. I may drop the second DVR and just go with a client box to save money. Down side there is that the 8642 fixed the audio stutter I was having!

I'll update tomorrow... Hopefully NOT from my phone.

Well, after reboot and re-installation of my adapter on this PC (no idea why that happened?) - I'm back up and running. I'm not canceling the appointment though - I want a record of the issues I'm having. It really is a pain because when the Wideband is up, it's awesome. I can only recall maybe two or three times in the past 5 years where I've had to reboot my Arris modem, so I won't have a problem going back to that. I'd love to get my hands on that Arris D3 telephony/wireless router and try that though.

To comment on the better service further - the rep could tell I was pissed this morning and when he said Tuesday he then knew I was pissed and made a call to get someone out same day. That would not happen as a regular sub. Since we had plans, I bumped it. However, I am still getting a SUNDAY service call. Again, would not happen if I was a regular sub.

To be fair of the overall service - I have to say that I am enjoying the Multi-Room DVR and the better performance of Navigator especially with the banner issue resolved. If I drop Sig Home, I will keep the Whole Home minus the second DVR. Hopefully, there is some resolution with these equipment issues because the Wideband is what package a value.

Well, a regular tech came out and decided to replace my drop and my distribution amp. Now I have more work to fix this mess before they come to bury the new line. I have to re-mount the conduit. I'm also not thrilled about now having an 8 Way splitter that drops 10db each port with an amp hooked to it the pushes 15db through the splitter. He claims because my amp isn't provided by TWC that they have to use theirs. I understand that, but three other techs left it alone and after a signal check here I'm at -3db where I was at détente of 0db using my professional grade equipment. Yea, it's still in spec, but it seems like a waste to me. Funny that it worked for 5 years without issue. Overall, all this did was create more work for me.

Now, if it fixes the problem (and I'm doubtful) the so be it. I'll tidy up my wiring and be on my way. If not, I'm running out of chances to give them.

IF after all this, they can't get the issue resolved, I will likely downgrade back into Triple Play keeping the Multi-Room DVR. I rather have a reliable 15MBps Internet connection than a 50MBps connection I have to reset and reconfigure daily.

Also, they are now monitoring the connection.

UPDATE:

Well, as I figured - all of the above was pointless. In fact, now it's worse as the phone went out this morning too. So, Service Call number 4 is Wednesday between 1-3. I had to put it until Wed because I want a supervisor out here. So, another day I have to waste time waiting on TWC to come and look into the problem... *sigh* As of right now, the wireless is down, the hardlines off the modem are cutting out randomly and the phone was down - had to call in on my cell. I'm starting to really regret "upgrading" my service as it was basically flawless before the move to Signature Home. They are basically issue credits to me since the install date, but I'm going to ask the supervisor for a full months credit on Wed. I also, need an answer on when they are getting a crew out to bury the new drop which was likely unneeded and should have been done with an RG-11 run anyway. Hell, if you're going to replace a 100 foot plus drop, why not use the better line?