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St. Louis, MO - Charter - Page 117

post #3481 of 3563
Quote:
Originally Posted by AbrtRetryIgnore View Post

Charter Management getting rid of the UMatter2Charter team is, to put it bluntly, asinine.
......

Conversely, every time I've had to contact the regular phone/chat support I've been disappointed at best and infuriated at worst.
I fear that this typically short-sighted management decision will result in my family switching to satellite or U-verse in the very near future.
What a damn shame.

I have to agree. I just finished my second attempt in playing knowledge roulette with their regular phone support trying to resolve a pairing issue with the cablecards in my Series 3 Tivo ( just replaced the hard drive and lost the pay channels).

While both individuals were friendly and were willing to help, neither were familiar with the idiocyncracies of the Series 3 ( why do you need two cards?), didn't have access to anyone more knowegeble than themselves (my supervisor says I've done everything correctly) and were just working of thier scripts. I am now waiting a truck roll on Monday between 1 and 3.

In the past, a note to the Umatter crew would have the issue quickly routed to a Tivo expert and my pairing issue would be resolved quickly.

Steve
post #3482 of 3563
Quote:
Originally Posted by AbrtRetryIgnore View Post

Charter Management getting rid of the UMatter2Charter team is, to put it bluntly, asinine.
They were not only the best technical/customer support team I've ever had the pleasure of working with, they were quite literally the ONLY thing that kept me from tossing Charter in the trashcan several years ago. I was juuust about to cancel our Charter cable and internet several years ago, and had already begun research on alternatives when I stumbled across this very forum and saw the UMatter2Charter team in action. I decided to give them (Charter) one last chance and so I posted my issue, PMed the UMatter2Charter team, and was an extremely happy and satisfied customer days later.
Conversely, every time I've had to contact the regular phone/chat support I've been disappointed at best and infuriated at worst.
I fear that this typically short-sighted management decision will result in my family switching to satellite or U-verse in the very near future.
What a damn shame.

I already switched tv to D*... No good alternative for Internet unfortunately.
post #3483 of 3563
Quote:
Originally Posted by hizhonor View Post

I have to agree. I just finished my second attempt in playing knowledge roulette with their regular phone support trying to resolve a pairing issue with the cablecards in my Series 3 Tivo ( just replaced the hard drive and lost the pay channels).
While both individuals were friendly and were willing to help, neither were familiar with the idiocyncracies of the Series 3 ( why do you need two cards?), didn't have access to anyone more knowegeble than themselves (my supervisor says I've done everything correctly) and were just working of thier scripts. I am now waiting a truck roll on Monday between 1 and 3.
In the past, a note to the Umatter crew would have the issue quickly routed to a Tivo expert and my pairing issue would be resolved quickly.
Steve

Why not call TIVO .. ??
post #3484 of 3563
Anyone have any tips on switching a Charter tuning adapter and cablecard to a new tivo box? I just got a new tivo box and switched the card and adapter to the new box, but I am not able to get HBO and Cinemax. I can get everything else. I tried calling support but they weren't able to get it going. It was working fine on the old box. I'm thinking there is a step somewhere I am missing. Thanks in advance.

Also, just now lost signal to channel 5 and 2. I'm having all sorts of issues.
post #3485 of 3563
Quote:
Originally Posted by hockeynut View Post

Anyone have any tips on switching a Charter tuning adapter and cablecard to a new tivo box? I just got a new tivo box and switched the card and adapter to the new box, but I am not able to get HBO and Cinemax. I can get everything else. I tried calling support but they weren't able to get it going. It was working fine on the old box. I'm thinking there is a step somewhere I am missing. Thanks in advance.
Also, just now lost signal to channel 5 and 2. I'm having all sorts of issues.

Sounds similar to the issue I just went through with my Series 3. Bottom line you will need to have the cable card re-paired to the new box. I don't think there is a similar issue with the tuning adapter. That should just be plug and play.

After two calls to support that couldn't get it done, I finally had to schedule a truck roll. A contract employee arrived earlier than the scheduled time which was great. Understood Tivos and had me up and running in less than 6 minutes.

The magic was three different hits to the box. I believe the one missed by the phone support folks was a cold initialization hit first. Otherwise make sure the card serial number(s), host id and data values match what they see.

http://support.tivo.com/ci/fattach/get/72396/1335915432/redirect/1#page2

Is a great tutorial on using the cablecard diagnostic screens.

Good luck and let us know how it goes.

Steve
post #3486 of 3563
My picture is intermittantly freezing or breaking up, and I lose the audio. Most times it lasts for 5-20 seconds and then resumes. I wonder if the new update could cause this?

I called Charter and was ready for the usual fiasco. I was not disappointed. I spoke with a young lady in the Phillipines and she set up an appointment for
1-3 pm this afternoon. Charter called this morning at 8am and said they would be
there between 8am-12noon. Their communication is so poor so often, that I'm used to it and expect it.

Can anyone suggest the problem? Do I need a new Moxibox? I hate doing that because I lose my recorded programs.
post #3487 of 3563
The UMATTER guys leaving is a big blow.
post #3488 of 3563
Steve, thank you for your reply. That's great information to have.

The cable guy is coming out Saturday to install another cable card on a second tivo box. So I will have him check it then.

Thanks!
post #3489 of 3563
Historically I've been able to get new-customer promotion prices just by calling (or more recently PMing UMatter) and asking. With my current promotion expiring, however, I was informed by UMatter before they disbanded that with the new pricing system they moved to this summer that they could no longer do that. Has anyone had any experience to the contrary? I really don't see the logic with this - it just seems to encourage people to jump between carriers every year when the bill jumps up by $35. Surely keeping an existing customer at a lower price is preferable to losing them for a year or two and then trying to lure them back when the other provider's promotion expires.
post #3490 of 3563
Exact same thing happened to me.

They no longer offer "deals" to existing customers.

The funniest thing to me was how they worded it to me.

ME: Hey, I'm sick of always having to call or bother you guys to get a new deal. It's so annoying.

THEM: Hey, good news, from now on, we are just going to have one easy price for our existing customers, so you don't need to worry about it anymore!

ME: Cool, so what's the price?

THEM: 40% more than what you are paying now!

ME: Uh, guh, uh, uhm... Thanks?
post #3491 of 3563
I am thinking about leaving Charter and going to Uverse. It would be cheaper and better technology. Plus I have been without cable/Internet and phone all day and they keep saying oh give it a couple hours.
post #3492 of 3563
Quote:
Originally Posted by danelly77 View Post

I am thinking about leaving Charter and going to Uverse. It would be cheaper and better technology. Plus I have been without cable/Internet and phone all day and they keep saying oh give it a couple hours.

Better technology in what way?

I'm going to assume it's only cheaper for a year or two, at which point your deal will expire and it will be cheaper to get a "new" customer deal from Charter (or satellite). I think that's an asinine way to do business for all these companies. A while back I read about how it cost cell companies something like 300 bucks to get a new customer but only 100 to keep one. (I can't remember the numbers for sure or how they were computed, but the point is solid.) Why let them walk and then work to get them back? At least give a $10-20 discount for having multiple services, or offer more than one internet speed/price. Honestly it's pushing me more towards an antenna, internet video, and books, subscribing only to internet service with someone.
post #3493 of 3563
Quote:
Originally Posted by danelly77 View Post

I am thinking about leaving Charter and going to Uverse. It would be cheaper and better technology. Plus I have been without cable/Internet and phone all day and they keep saying oh give it a couple hours.

I looked into Uverse .. I'm just wondering how it's better tech .. Charter Internet is as good as it gets as far as I know .. ??
post #3494 of 3563
Technology in the way of being able to record more than 2 things at once and being able to view a different channel. What is the point of having to stay on a channel that you are recording?
You are right though, its a game that we have to play with them to get our service at a decent price. I have been with them for about 5 years, and I have gone from $98-all the way up to my current price of $135 for all three services.
It makes me mad that I have been with them for so long yet people who just join get a better price.
post #3495 of 3563
Quote:
Originally Posted by danelly77 View Post

Technology in the way of being able to record more than 2 things at once and being able to view a different channel. What is the point of having to stay on a channel that you are recording?

Agree there, but having built my own DVR I don't factor in such things. In fact, only Charter makes it easy for me to do so (cable card), so instant win there, though if I didn't things could be different. I agree with mgkdragn, though - as far as I know Charter internet is the fastest with lowest pings.
Quote:
Originally Posted by danelly77 View Post

You are right though, its a game that we have to play with them to get our service at a decent price. I have been with them for about 5 years, and I have gone from $98-all the way up to my current price of $135 for all three services.
It makes me mad that I have been with them for so long yet people who just join get a better price.

I don't have phone. Cable + internet has been ~$80-85 for years, and now they want ~$115. However, if I add phone they'll give it to me for under 100 for a while. How does that make sense? I've had Charter services since I moved to STL in 2000. If they don't want to try to keep a 12+ year customer then they're probably not going to keep one. Like I said, at least give me a multi-service discount and get it around $100. $50 each for cable and expanded basic - can't see paying more than that. The really sad thing is that UMatter isn't here anymore to see our complaints... another dumb decision.
post #3496 of 3563
Watch ESPN app now activated for Charter
post #3497 of 3563
So has anyone in this thread switched FROM satellite to Charter or from Charter TO Satellite? If so, which do you think is better (and why)?

We're probably going to drop Charter and I'm weighing my options...so any first-hand feedback on the alternatives would be appreciated.
post #3498 of 3563
I switched from Dish to Charter recently, would have dropped pay TV all together if it weren't for a few things that you can't get OTA like Cardinal Baseball. Part of my plan included a Cable Card Tuner with 4 built in tuners for my server and since have purchased 2 Ceton Eco's for our home. It seems every provider is getting carried away with the equipment fees. Charter's video seems clearer to me than Dish's, although I appreciate it I was satisfied with Dish. Price was my motivation, seems with satellite, especially after promotions, most are probably looking at $70+/month....Just not worth it for the time we spend watching TV. I think like anything, you have to look to the future beyond the "new customer" deals.
post #3499 of 3563
If it's not been mentioned already .. Charter plans on eliminating the concurent analog feed by the end of this year .. thus requiring all sets to use a box ..
post #3500 of 3563
Sure do miss the UMatter folks.

Which HD DVR is Charter using in St. Louis these days? I'm thinking about going back to Charter equipment from a pair of TiVo HDs. Don't want to spend the money to upgrade to Premiers, tired of needing service calls for cable cards and tuning adapters, and tired of paying TiVo subscription fees every month. But I do love my TiVos. sigh.

I see Charter has dumped whole house DVRs. So there's no way to network etc Charter DVRs?

Also, has Charter ever enabled external HDDs on the Moto boxes? I'm guessing given the technological stone age this company lives in the answer is no.

thx.

barry
post #3501 of 3563
Well, Charter will charge you DVR fees every month, too. What is it, $15/month? Instead of paying for that for 10-11 months you can get a HDHomeRun Prime and make your own DVR with all the features you could want. To me this ability is the single biggest competitive advantage Charter has (even if it's only because the FCC makes them).

But, to answer your questions, I remember reading that there is no longer whole-house DVR from Charter. I think each room has its own recordings. There was talk of a new DVR service after the Tivo thing fell through, but I don't know the status of that. And as far as I know they've never enabled the USB ports on the STBs.

What sort of issues do you have with the cable cards and TAs? I have not touched mine since I got my HDHR Prime installed last year. However, I only receive basic+expanded, so there may be fewer encryption/flag issues at that tier.
post #3502 of 3563
Quote:
Originally Posted by bunglebungle View Post

Well, Charter will charge you DVR fees every month, too. What is it, $15/month? Instead of paying for that for 10-11 months you can get a HDHomeRun Prime and make your own DVR with all the features you could want. To me this ability is the single biggest competitive advantage Charter has (even if it's only because the FCC makes them).

But, to answer your questions, I remember reading that there is no longer whole-house DVR from Charter. I think each room has its own recordings. There was talk of a new DVR service after the Tivo thing fell through, but I don't know the status of that. And as far as I know they've never enabled the USB ports on the STBs.

What sort of issues do you have with the cable cards and TAs? I have not touched mine since I got my HDHR Prime installed last year. However, I only receive basic+expanded, so there may be fewer encryption/flag issues at that tier.

I've had cards go bad, TA's lose their links, not to mention signal degradation every six months ago requiring a truck roll to the alley.

I'm thinking if I ever quit the TiVos, I'll go with Dish. At least for TV. Charter Internet rocks, not giving that up.
post #3503 of 3563
Charter is adding a HD channel for FOX Sports Midwest Plus - 823. This is a part-time feed when there is more than one live event going on at once. The Blues game on 4/1 will get bumped there in deference to the Cardinals' opener.
post #3504 of 3563
So now my TiVo is constantly giving me a "This Channel is Not Authorized" message on channels that are completely authorized.

Sometimes a channel will go out while I'm in the middle of watching a show. Switching the channel up and down a few times typically resolves it, but that doesn't do me much good when I get home and the game I was taping cuts to a black screen 20 minutes in.

Is this a normal problem? I'm guessing my SDV box is bad, but maybe it's the cable card? I don't know. This stuff is getting way to complicated. Completely irritating.


I'm asking here first because I'm super busy and calling the Charter service number is one of the most unpleasant things one can do.

Honestly, I'm starting to get close to just throwing in the towel and dropping all pay TV all together.
post #3505 of 3563
Quote:
Originally Posted by ort View Post

So now my TiVo is constantly giving me a "This Channel is Not Authorized" message on channels that are completely authorized.

Sometimes a channel will go out while I'm in the middle of watching a show. Switching the channel up and down a few times typically resolves it, but that doesn't do me much good when I get home and the game I was taping cuts to a black screen 20 minutes in.

Is this a normal problem? I'm guessing my SDV box is bad, but maybe it's the cable card? I don't know. This stuff is getting way to complicated. Completely irritating.


I'm asking here first because I'm super busy and calling the Charter service number is one of the most unpleasant things one can do.

Honestly, I'm starting to get close to just throwing in the towel and dropping all pay TV all together.

It sounds like they may need to do a reset .. a call, however painful, is likely in order
post #3506 of 3563
Quote:
Originally Posted by mgkdragn View Post

It sounds like they may need to do a reset .. a call, however painful, is likely in order

If you do call Charter and get stuck going through the automated service support, you'll want to remember this:

You can press "1" instead of saying "Continue" and trying to get their ****** voice recognition software to acknowledge it. (Trust me...the "1" key will save you a LOT of frustration.)

You can also say "agent" at any time and you'll be dumped out of the automated support thing and connected to a person. Whether or not that will actually be more helpful remains to be seen...
post #3507 of 3563
NASCAR on TNT has very poor bit rate. On camera pan's it's most noticible anybody else seeing this?

Also just checking if anybody still reads this forum!
post #3508 of 3563
I haven't checked TNT recently, but I can tell you NBCSN for hockey has looked terrible. At first I thought maybe it was the station itself. But a friend of mine who has Directv said how great it looked. So I blame this on Charter.
post #3509 of 3563
The camera pans on TNT's NBA games produced horrible compression artifacts too. I know it's Charter because I saw some games on satellite with no similar results. I don't know who or how to complain about this. You call it in and they want to send someone out to your house.
post #3510 of 3563
It used to be that you could complain to UMatter2Charter, but they dumped those people. So I guess the answer now is "nobody". I've asked recently and they've said they don't re-encode anything but I find it hard to believe that any network/channel would send out such an overly compressed signal as I see sometimes.
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