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Time Warner Cable Navigator - Page 602

post #18031 of 18536
Kind of dead Satch because it's not worth re-iterating the same ongoing issues - some of which may be divisional. I still have customers with audio dropouts, black screens and many of the same symptoms. I've stopped wasting my time trying to help them with the issues and are simply advising them that it's a Time Warner problem and make them fix it. A few have simply switched providers and others just accept it as "that's the way it is". Still others blame my work (IE: the TV is bad), so there isn't much to disuss with them.

I would like to see that 6 tuner whole home model before I port the phone and start turning stuff off though. With nice weather finally here, my antenna will be up soon. The wife can catch up on her DVR'd content while the transition happens.
post #18032 of 18536
Quote:
Originally Posted by BenJF3 View Post

Kind of dead Satch because it's not worth re-iterating the same ongoing issues - some of which may be divisional. I still have customers with audio dropouts, black screens and many of the same symptoms. I've stopped wasting my time trying to help them with the issues and are simply advising them that it's a Time Warner problem and make them fix it. A few have simply switched providers and others just accept it as "that's the way it is". Still others blame my work (IE: the TV is bad), so there isn't much to discuss with them.

I would like to see that 6 tuner whole home model before I port the phone and start turning stuff off though. With nice weather finally here, my antenna will be up soon. The wife can catch up on her DVR'd content while the transition happens.

Agree Ben,

I think its pretty much an impasse where although Navigator developments will be on-going, good divisions are going to stay good. Average divisions will probably stay about the same or get slightly better, and in the toilet divisions are going to stay in the sewer.
  • Not much to say. You got a great to good division TWC who is helpful, stay with them.
  • Report small problems to an average division.
  • You live in a sewer-infested toilet division, it's not going to get better, so switch providers or move to a better TWC area.

Yes, not much more needs to be said. However, will post as any updates or changes come down the pipeline. My division has been very good. (Milwaukee, Wisconsin.) Don't forget to keep us posted on your transition Ben! (Or shoot an email.)

Satch
post #18033 of 18536
Standardized Theme Based-Line Ups are Coming (With Auto Tune HD!)

TWC beginning in June for the Syracuse New York area is going to begin rolling out a Theme Based Channel Guide, with the channel line-ups grouped by category. It is my understanding in addition to this, when the roll-out happens, Navigator boxes will auto-tune to the HD equivalent of that station. You can read more here:

http://www.multichannel.com/distribution/time-warner-cable-test-genre-based-lineup-syracuse/143357

TWC plans to expand on this Theme Based-Line up and hopes to begin Universal Role Outs in August.

Notes:

*Midwest regions have had theme based line ups since 2009. You would add a 1 to the SD channel to find its HD equivalent. Note that the new roll out won't be the "Add a 1" to make it HD," instead what is expected to happen will be the following:


  • Any divisions with SD boxes will only show SD stations.
  • All HD Boxes (Navigator AND Motorola) will "Auto Tune" to the HD version of a channel when available.
  • SD stations without an HD equivalent will still show on HD boxes.
  • Channels 2-99 will stay the same with auto tune HD for any station that has HD in that band.
  • Channels 100 and above will be a part of the new Digital Theme Based Line-up and grouped by Category.


As a special note, I did see a tutorial, where Navigator adds a "Filter by Networks" (A-Z) in the Guide Filter Time Grid. This may be an upgrade in accordance with the new theme-based line-up. Watch for it this summer!

Jack
Edited by Satch Man - 5/18/13 at 10:53pm
post #18034 of 18536
Quote:
Originally Posted by Satch Man View Post

Standardized Theme Based-Line Ups are Coming (With Auto Tune HD!)

TWC beginning in June for the Syracuse New York area is going to begin rolling out a Theme Based Channel Guide, with the channel line-ups grouped by category. It is my understanding in addition to this, when the roll-out happens, Navigator boxes will auto-tune to the HD equivalent of that station. You can read more here:

http://www.multichannel.com/distribution/time-warner-cable-test-genre-based-lineup-syracuse/143357

TWC plans to expand on this Theme Based-Line up and hopes to begin Universal Role Outs in August.

Notes:

*Midwest regions have had theme based line ups since 2009. You would add a 1 to the SD channel to find its HD equivalent. Note that the new roll out won't be the "Add a 1" to make it HD," instead what is expected to happen will be the following:


  • Any divisions with SD boxes will only show SD stations.
  • All HD Boxes (Navigator AND Motorola) will "Auto Tune" to the HD version of a channel when available.
  • SD stations without an HD equivalent will still show on HD boxes.
  • Channels 2-99 will stay the same with auto tune HD for any station that has HD in that band.
  • Channels 100 and above will be a part of the new Digital Theme Based Line-up and grouped by Category.


As a special note, I did see a tutorial, where Navigator adds a "Filter by Networks" (A-Z) in the Guide Filter Time Grid. This may be an upgrade in accordance with the new theme-based line-up. Watch for it this summer!

Jack

post #18035 of 18536
So they are going to screw with our channel numbers? Don't particularly like that - finally have most of them memorized and now I'll have to start over.
post #18036 of 18536
Quote:
Originally Posted by Derfram View Post

So they are going to screw with our channel numbers? Don't particularly like that - finally have most of them memorized and now I'll have to start over.

This could be a welcome change if implemented correctly. What would be the smart way to handle this (IE: what TWC should do) is to do the digital transition at the same time. Eliminate 2-99 analogs (except for locals where they reside in their broadcast channel number). Then they could remove ALL SD duplicates at the same time having the DTA's downscaling for older sets. This would free up a ton of bandwidth and FINALLY make channels easy to find! As it stands, I never bothered learning most channel numbers simply because the alignment was so terrible with no logical order.

However, none of this addresses the larger problem at hand which is the fact that Navigator remains and is showing little improvement. It went from performing as well as it had to the latest release which took away features. The rumor of a 6 tuner whole home it certainly interesting, but what is the GUI going to be and how will it integrate? I'm pretty sure it will be Navigator, but will it add anything worthwhile?
post #18037 of 18536
I hate TWC with a passion now. They can all go to hell as far as I'm concerned. Piece a crap SDV network fails more than it works, with no permanent fix in sight. Too bad they have a government sponsored monopoly on cable TV.
post #18038 of 18536
Quote:
Originally Posted by BWX View Post

I hate TWC with a passion now. They can all go to hell as far as I'm concerned. Piece a crap SDV network fails more than it works, with no permanent fix in sight. Too bad they have a government sponsored monopoly on cable TV.

Been saying for a long time they should scrap SDV with the move to digital. That alone wod save them money on service calls,box swaps, and signal level issues. There would be more tolerance for marginal signals. SDV is/was needed to offset the bandwidth crunch of carrying so many HD channels with a full analog line up. The move to digital eliminates the need.

This coupled with my above suggestion would be a great first step in regaining customer confidence. Then, give them a better user interface & experience. Word will spread for the better.
post #18039 of 18536
Quote:
Originally Posted by BenJF3 View Post

Quote:
Originally Posted by BWX View Post

I hate TWC with a passion now. They can all go to hell as far as I'm concerned. Piece a crap SDV network fails more than it works, with no permanent fix in sight. Too bad they have a government sponsored monopoly on cable TV.

Been saying for a long time they should scrap SDV with the move to digital. That alone wod save them money on service calls,box swaps, and signal level issues. There would be more tolerance for marginal signals. SDV is/was needed to offset the bandwidth crunch of carrying so many HD channels with a full analog line up. The move to digital eliminates the need.

Add in a switch to H.264 video. Goodbye bandwidth crunch.
post #18040 of 18536
Quote:
Originally Posted by BenJF3 View Post

This coupled with my above suggestion would be a great first step in regaining customer confidence.

I thought of Navigator when I read this:

"Consumer attitudes vary widely by provider. Time Warner Cable took it on the chin with an industry-low score of 60, down 5% from 2012."

http://www.deadline.com/2013/05/consumers-warm-slightly-to-cable-but-still-prefer-satellite-and-telco-video-study/
post #18041 of 18536
Quote:
Originally Posted by SVTarHeel View Post

I thought of Navigator when I read this:

"Consumer attitudes vary widely by provider. Time Warner Cable took it on the chin with an industry-low score of 60, down 5% from 2012."

http://www.deadline.com/2013/05/consumers-warm-slightly-to-cable-but-still-prefer-satellite-and-telco-video-study/

I went to a TWC Store at the Colonie Center Mall in Albany. It's a service center set up like a showroom where you can play with all of there products. While there, many people were turning in equipment or exchanging it. Side note is that Verizon FiOS had a kiosk at the other end of the mall trying to poach customers. (They tried talking to me, but I didn't waste time as FiOS isn't even available where I live).

Thing that's funny is listening to the customers in the showroom at the TWC store. I heard at least 3 people combining that they keep getting messages telling them "Channel Not Available" even though they subscribe to it. Reps had no answer other than to call customer service.

The boxes on display were all 8642's with the latest Navigator version. No one had any info on forthcoming products, not even publicly announced ideas like the 6 tuner DVR or themed line ups.

I will say that the Intelligent Home display was cool and they at least were showing off some of the apps.
post #18042 of 18536
Got my letter from TWC telling me about the "NEW and IMPROVED" genre-based channel numbering......it took me years to memorize where my favorite HD channels were (in the 800's), now the 800's are the Latino genre (I think - don't have the letter in front of me - but it's definitely not the HD tier any more) - sigh.
post #18043 of 18536
Quote:
Originally Posted by fhall1 View Post

Got my letter from TWC telling me about the "NEW and IMPROVED" genre-based channel numbering......it took me years to memorize where my favorite HD channels were (in the 800's), now the 800's are the Latino genre (I think - don't have the letter in front of me - but it's definitely not the HD tier any more) - sigh.

A similar theme based lineup was introduced statewide in NC quite some time ago... yes, there is some relearning required but it really is worth it and the initial learning curve is not very steep.  If you just remember a few key channels you can get around pretty quickly because all of the similar genre channels are clustered with them.  For us, all I really had to learn to get around pretty well was that 1105=CBS, 1200=Disney, 1250=Discovery, 1300=USA, 1400=CNN, 1500=ESPN and 1700=HBO.  Nearly two years later I still navigate that way, hitting guide and then entering one of those key channel numbers to get me in the right neighborhood for what I'm in the mood for.

post #18044 of 18536
The lineup change is long overdue as is finally having ALL channels auto tune HD. However, I wish TWC would just get it done all at once and combine it with the digital transition. Why on earth don't they just do the common sense thing and eliminate all analogs with the line up change then move all the locals to their broadcast channel number? Ease the pain by dealing with it all at once and getting it over with. I wonder how they are going to carry our neighboring market out of Utica here? Right now we only get the analog SD versions.
post #18045 of 18536
Quote:
Originally Posted by jcalabria View Post

A similar theme based lineup was introduced statewide in NC quite some time ago... yes, there is some relearning required but it really is worth it and the initial learning curve is not very steep.  If you just remember a few key channels you can get around pretty quickly because all of the similar genre channels are clustered with them.  For us, all I really had to learn to get around pretty well was that 1105=CBS, 1200=Disney, 1250=Discovery, 1300=USA, 1400=CNN, 1500=ESPN and 1700=HBO.  Nearly two years later I still navigate that way, hitting guide and then entering one of those key channel numbers to get me in the right neighborhood for what I'm in the mood for.

I have those channels set as favorites, makes moving around in the guide easier
post #18046 of 18536
For the past month or so I have had issues with Fox News HD pixiating and going out for hours at a time. Than, it comes back like nothing happened, than goes out maybe three to five days later. Sometimes the SD version acts up as well. It's always in three to five day patterns. I don't want a truck roll, because I know damn well they aren't gonna do anything, or they will just want to swap the box and leave.

There might be one or two other stations like this, I think ABC Family HD and one of the Hallmark channels in HD that go out at the same time. However, I don't watch those other stations long enough to report this as an issue.

I just hope this is resolved before we get hit with the Auto HD line-up change-over.

Jack
post #18047 of 18536
How do you expect the issue to be resolved if you don’t bother to report it or have someone attempt to fix it? There may be a problem with a specific frequency in your area be it from your local headend, at the tap, or another point. The more information Time Warner techs have, the more people that report the problem, the better the chance is that it will be resolved quickly.

About a month or two ago in my area, Time Warner moved the HD feeds of the local Fox and My Net TV affiliates to the 615 MHz frequency. I was getting stuttering, pixilation, pixelated streaks and audio drop outs multiple times while trying to watch NASCAR Racing, Fox Saturday Baseball, UFC on Fox and Animation Domination. I reported it to Time Warner. Turns out there was water inside one of the connectors from the cable going from the tap to the RG11 that runs into the house that was affecting channels in the 600 Mhz range. The signal was in the -10 to -13 range with an SNR of 32 or below sometimes resulting in uncorrected blocks, but most of the time not. The connection was replaced and all is well. Haven’t had a single problem since.

If all of those channels you mention are on the same or similar frequencies you could have a problem with specific frequencies, or there could be a problem at the headend with those channels. Either way you aren’t doing yourself any favors by not having someone take a look at it.
post #18048 of 18536
Quote:
Originally Posted by Steve Mehs View Post

How do you expect the issue to be resolved if you don’t bother to report it or have someone attempt to fix it? There may be a problem with a specific frequency in your area be it from your local headend, at the tap, or another point. The more information Time Warner techs have, the more people that report the problem, the better the chance is that it will be resolved quickly.

About a month or two ago in my area, Time Warner moved the HD feeds of the local Fox and My Net TV affiliates to the 615 MHz frequency. I was getting stuttering, pixilation, pixelated streaks and audio drop outs multiple times while trying to watch NASCAR Racing, Fox Saturday Baseball, UFC on Fox and Animation Domination. I reported it to Time Warner. Turns out there was water inside one of the connectors from the cable going from the tap to the RG11 that runs into the house that was affecting channels in the 600 Mhz range. The signal was in the -10 to -13 range with an SNR of 32 or below sometimes resulting in uncorrected blocks, but most of the time not. The connection was replaced and all is well. Haven’t had a single problem since.

If all of those channels you mention are on the same or similar frequencies you could have a problem with specific frequencies, or there could be a problem at the headend with those channels. Either way you aren’t doing yourself any favors by not having someone take a look at it.

Thanks! I'll keep this in mind.

Jack
post #18049 of 18536
Quote:
Originally Posted by Satch Man View Post

Thanks! I'll keep this in mind.

Jack
Let me add that if the channels that you are having problems with are SDV channels that every time that you tune to one of those channels it may well come in on a different frequency - explaining the variability of the problem. A service call is definitely the way to go.
post #18050 of 18536
Quote:
Originally Posted by davehancock View Post

Let me add that if the channels that you are having problems with are SDV channels that every time that you tune to one of those channels it may well come in on a different frequency - explaining the variability of the problem. A service call is definitely the way to go.

I had an issue like this several years ago on HD channels CBS (1005) and ABC (1020) local (19) and a channel that escapes my memory. The guy put in a new drop line and that worked for about three months than the problem came back months later. TWC did some maintience in our neighborhood and the problem went away. Those channels have been fine for a year or more.

We are having maintenance done around May 30th as they are going to be doing SDV work. I also want to see if the problem goes away without a service call like it did for 1005 and 1012 years ago. There's a lot of inflex going on because of the move of going off SDV. Amazingly, we have had cable since 1985 and have had less than ten service calls.

Jack
post #18051 of 18536
Quote:
Originally Posted by Satch Man View Post

For the past month or so I have had issues with Fox News HD pixiating and going out for hours at a time. Than, it comes back like nothing happened, than goes out maybe three to five days later. Sometimes the SD version acts up as well. It's always in three to five day patterns. I don't want a truck roll, because I know damn well they aren't gonna do anything, or they will just want to swap the box and leave.

There might be one or two other stations like this, I think ABC Family HD and one of the Hallmark channels in HD that go out at the same time. However, I don't watch those other stations long enough to report this as an issue.

I just hope this is resolved before we get hit with the Auto HD line-up change-over.

Jack

My guess is you have a nick in your cable somewhere and are seeing ingress. If these channels are SDV, that could explain why it is on again/off again.

Check if the frequencies of the cable channels that pixelate correspond with OTA frequencies in your area:
http://www.chem.hawaii.edu/uham/catvfreq.html

Also check the SNR on the channels in question.

If you don't know how to do this, by all means call TWC.

xnappo
post #18052 of 18536
Got the letter about theme based lineups about a week ago. Are all the channels above 99 being changed? I couldn't find Me-TV listed which is channel 854 here that replaced This-TV about a half a year ago.

If I lose that, I'm back to just watching Turner Classic Movies and some auto racing broadcast...
post #18053 of 18536
Quote:
Originally Posted by Leo_Ames View Post

Got the letter about theme based lineups about a week ago. Are all the channels above 99 being changed? I couldn't find Me-TV listed which is channel 854 here that replaced This-TV about a half a year ago.

If I lose that, I'm back to just watching Turner Classic Movies and some auto racing broadcast...

Sup Leo?

What city and state are you in? Did you also get a new channel-line up brochure? Only the channels at and above 100 will be categorized by Theme. Channels 2-99 will stay, but any channel that has an HD equivalent will be auto-tuned. SD stations will still tune to the same channel they always have. On an HD box, the Auto HD takes effect. SD boxes will only show SD channels in the guide.

I also love ME TV. No stations should be lost, unless there is a retransmission consent issue in your market.

Jack
post #18054 of 18536
I know this won’t go over well with you guys but I thought I’d share anyway.

Last week Monday, at the last minute CBS pulled the season finale of Mike & Molly due to the tornados in Oklahoma. It was rescheduled for tonight and aired at 8:30. I have Mike & Molly set to record on both that crappy Navigator POS 8742HDC from Time Warner and that incredibly awesome bestest DVR ever, the HR34 from God’s gift, DirecTV. Guess which DVR recorded the show and guess which one missed it?
post #18055 of 18536
Quote:
Originally Posted by Steve Mehs View Post

I know this won’t go over well with you guys but I thought I’d share anyway.

Last week Monday, at the last minute CBS pulled the season finale of Mike & Molly due to the tornados in Oklahoma. It was rescheduled for tonight and aired at 8:30. I have Mike & Molly set to record on both that crappy Navigator POS 8742HDC from Time Warner and that incredibly awesome bestest DVR ever, the HR34 from God’s gift, DirecTV. Guess which DVR recorded the show and guess which one missed it?

LOL! Steve!

It really sounds like you have positives from TWC wherever you go! Why can't so many others get your experience?

Jack
post #18056 of 18536


I'm out!

come home this morning, fire up dvr, and of course there's multiple erroneous recordings
go to start deleting them and the box locks up....
some of you know where this is going now from my previous posts

box boots back up...

and all the recordings after monday are GONE (and there were many of them, i saw them in the list prior to the lock up)

after weeding thru 3 levels of people in the cancellation extension they offered to refund me ONE MONTH of the DVR FEE but they'd have to roll a truck before they could authorize it...woop dee doo....whats that? like 10 bucks? they said a customer service supervisor/manager would call me back in 24-48 hours, i told them i wouldn't hold me breath...

so today i ordered a channelmaster smartenna 3000hd and a roku box, when i get them and have them installed and running (prolly a couple weeks) i'm calling the main corporate customer service president number in NYC again and telling them exactly why i'm cancelling my tv service
Edited by hikouka - 5/31/13 at 7:16pm
post #18057 of 18536
Quote:
Originally Posted by hikouka View Post



I'm out!

come home this morning, fire up dvr, and of course there's multiple erroneous recordings
go to start deleting them and the box locks up....
some of you know where this is going now from my previous posts

box boots back up...

and all the recordings after monday are GONE (and there were many of them, i saw them in the list prior to the lock up)

after weeding thru 3 levels of people in the cancellation extension they offered to refund me ONE MONTH of the DVR FEE but they'd have to roll a truck before they could authorize it...woop dee doo....whats that? like 10 bucks? they said a customer service supervisor/manager would call me back in 24-48 hours, i told them i wouldn't hold me breath...

so today i ordered a channelmaster smartenna 3000hd and a roku box, when i get them and have them installed and running (prolly a couple weeks) i'm calling the main corporate customer service president number in NYC again and telling them exactly why i'm cancelling my tv service

Your doing the right thing, Hikouka,

If your cable TV experience is going terribly and you had all the service calls, line-checks, box swaps, "we're working out it" only to find that nothings getting done, best to find another provider or go over the air or with an Internet option for TV viewing. Are you dropping all of TWC, or just the cable TV part?

In contrast, if you are in a good to great TWC division, I would stick with them for the deals and discounts. For years, I have heard of so many problematic divisions in the New York area. Don't know why it is, but it just seems like nothing ever gets fixed, and when something gets fixed, something else breaks. I agree with you, it's time for a change. And I will bet these are division-wide issues in this region.

Jack
post #18058 of 18536
Quote:
Originally Posted by Satch Man View Post

Your doing the right thing, Hikouka,

If your cable TV experience is going terribly and you had all the service calls, line-checks, box swaps, "we're working out it" only to find that nothings getting done, best to find another provider or go over the air or with an Internet option for TV viewing. Are you dropping all of TWC, or just the cable TV part?

In contrast, if you are in a good to great TWC division, I would stick with them for the deals and discounts. For years, I have heard of so many problematic divisions in the New York area. Don't know why it is, but it just seems like nothing ever gets fixed, and when something gets fixed, something else breaks. I agree with you, it's time for a change. And I will bet these are division-wide issues in this region.

Jack

just ditching the television portion (the worst cost-worth ratio) the roadrunner works well for the most part, probably going to upgrade that service to compensate for the additional streaming

i'm in the syracuse/central ny region (not even close to a good-great division), same as benjf (he helped me with my antenna choices)
post #18059 of 18536
But only 90 miles west down the road (the NY Thruway) is a pretty good TW division (Rochester, NY). However, we are moving to suburban Buffalo (Hamburg) next month, and I don't know what we will find. One thing that I know that we will find is Verizon FiOS, so I have a REAL choice for phone, Internet & TV. smile.gif
post #18060 of 18536
Let us know if you get that call back from TWC! Apparently, in Steve's division they have someone actively managing and that's a good thing. I wish the same could be said for us. I could forgive a DVR for missing a scheduled recording due to guide data being pre-empted. It happens frequently with The Factor on Fox News because of a breaking story. However, my Recording log just this week had 4 shows it in with "The set top was unable to record this program" with various number designations - not due to conflicts.

Biggest issue I hear from customers is how before the new guide it worked fine. In fact, my Triple Play package was great until the Navigator "upgrade" and really went to pot after the Signature Home "upgrade".
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