St. Louis, MO - Charter - Page 108

Originally Posted by seibelcj

This evening with my moxi I am getting all channels, HD and regular, except 600 HBO HD (with Game of Thrones of course). It shows the old black screen with white letters ("if you receive this channel normally please retune or check your video connections etc etc"). I know it is a moxi issue because channel 600 is coming in loud and clear on the Motorola HD DVR downstairs. Anybody else having this issue? CharterUmatter can you help?

Originally Posted by JeffRand

Thanks kevekev30, that worked! I finally have TV again after FIVE days! It looks like you saved Charter a customer. Its too bad Charter couldn't have come up with this work-around earlier. You would think they would know where their update worked and where it didn't.

Thanks again!

Originally Posted by CouchPotivo

It's actually a Microsoft problem. For whatever reason, it seems to take them several days for a lineup change to get picked up. The reason the Maryville, IL zip code works is because they got updated on 4/11. And, it's been long enough for that zip code to make it through the system.

Originally Posted by elgibby

I am out of town till Sunday. I am keeping my fingers crossed that this worked for me. Confidence level not so high.

Originally Posted by elgibby

Happy to report everything worked. Got back to town, all channels present and accounted for on the TiVos, all scheduled recordings made, all new channels to play with.

Thanks Charter.

Originally Posted by whowhatwhere

So even though the updates were put in early enough for all the other guide services to be updated on time, Charter should accommodate Microsoft's inability to update on time with the potential side effect of everyone else's guide being changed a week early?

Let's follow the logic train on this one. Charter let everyone know about the changes quite some time ago (I want to say about a month). Charter verified they sent the information to Tribune and other guide providers. You and Charter both verified that Zap2it's website listings were correct. Zap2it verified to you that the info they were sending out was correct. Other users with non-Microsoft powered devices are fine. Yet somehow it's Charter's responsibility to figure out why Microsoft isn't pulling those updates? Hmmm, makes perfect sense to me for Charter to be responsible for your equipment.

So does that mean when my radio, that I installed in my car myself, breaks I can take it back to the dealer/manufacturer and demand they fix it or buy my car back? With comments like this I really don't envy the customer service folks....

Originally Posted by JeffRand

Your analogy is flawed. There is a quite a difference between broken hardware and a broken service. I wasn't asking Charter to buy back or replace my equipment. I was only asking that they work better with their partners, to fix their service. It is Charter's responsibilty to insure a smooth transition, when they make changes. As I explained, there are ways to ensure that, without causing everyone elses guide being changed a week early. If Microsoft is causing Charter to lose sales, then Charter should ramp up the pressure on Microsoft to correct the issue in a timely manner. Or at the very least, keep their customers informed of when the issue will be resolved or provide a work-around. I'd still be without service today if it had not been for another customer pointing out a work-around. It's not like this is the first time Charter has had to change a lineup and it won't be the last. They should get their act together.

Originally Posted by whowhatwhere

Maybe it's the IT guy in me (what I do for a living) that just irks me when people blame the wrong person.

Originally Posted by whowhatwhere

I still don't get how this is their fault. Everyone was notified, Microsoft failed to act. Why isn't everyone yelling at the one who failed? Oh well, you got it fixed....kinda.

Originally Posted by Umatter2Charter

Good Afternoon,

We did contact Microsoft and per their support team we are to direct all users having trouble to this link on their site going forward: https://connect.microsoft.com/site1145

I apologize that we were unable to provide more direct support but unfortunately this is 3rd party hardware that we are unable to handle internally.

The guide changes were supplied to all vendors over 30 days before the launch. Tribune and Zap2It do have the correct guide info per their website. Unfortunately, we will have to ask that you follow the suggested resolution path from your equipments manufacturer at the link above.

Thanks,

Dylan

Originally Posted by tootal2

is the guide working now for wmc? tivo had no problems updating to the new channel list. Maybe i should of bought a new tivo instead of ceton cable card,

Originally Posted by JeffRand

wh1stler, don't hold your breath... That's the same thing they told me on THURSDAY! I suggest you use kevekev30's idea and change your zip code to 62040 and select Maryville. At least until Charter can get their act together.

Originally Posted by danelly77

Umatter2charter,
Is this true, a digital box for just a $1 a month?
http://www.stltoday.com/business/loc...#ixzz1sszm4BJx

Originally Posted by seibelcj

and yes i did do a hard reset and still can't get chaneel 600 on the moxi.

Originally Posted by linkinx

Seriously how is this still not fixed?

I did the zip code change, but now I am only getting six days worth of guide data and more importantly I don't want to mess with it until I get it back to the correct Olivette lineup...

I realize the issue may not be directly related to charter, but at this point charter needs to take some ownership and get it fixed directly with MS or Zap2it and stop pointing fingers.

Originally Posted by wh1stler

This worked for me as of this morning and the couple of wmc channels I was able to check were correct. (824 specifically) - thanks for the suggestion on this.

So basically one of two is going on - Either the guide data for my zip is still not updated through zap2it or the rescan of the same zip in wmc is actually reaching out to get the data. After the change in zip it gave me the message to wait as the guide data was being loaded. When choosing the same zip to rescan I did not get the message....

Originally Posted by linkinx

Seriously how is this still not fixed?

I did the zip code change, but now I am only getting six days worth of guide data and more importantly I don't want to mess with it until I get it back to the correct Olivette lineup...

I realize the issue may not be directly related to charter, but at this point charter needs to take some ownership and get it fixed directly with MS or Zap2it and stop pointing fingers.

Originally Posted by bcgmoney

Last night, St. Charles, Mo 63303 still did not have the lineup. I had used the 62040 for Maryville, Ill. That gave me the lineup ... but when Showtime 640 was accessed it disappeared from the guide and is no longer accessible. I have not checked other channels due to lack of time.

Question for 'umatter2charter' do the special channels [like Showtime] only work when accessed from a node in the correct zip code via media center?

Also I went to the microsoft link and found nothing. To post you have to have your product key, which I do not have with me....it then expects me to agree to a $99 an hour possible fee for even posting this question about microsoft not pushing the latest info from zap2it.

Originally Posted by linkinx

Seriously how is this still not fixed?

I did the zip code change, but now I am only getting six days worth of guide data and more importantly I don't want to mess with it until I get it back to the correct Olivette lineup...

I realize the issue may not be directly related to charter, but at this point charter needs to take some ownership and get it fixed directly with MS or Zap2it and stop pointing fingers.

Originally Posted by Drizzt_DoUrden

UM2C,

You guys need to seriously start thinking about providing digital receivers to your customers, much like the satellite companies and U-Verse does. This new channel configuration is great and all for HD content, but you just wiped out several channels that I was able to watch without a box, and terrible timing too considering it's right in the middle of the Stanley Cup Playoffs (NBC Sports is now digital box required).

Very disappointing.