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Charter HDTV - Page 105

post #3121 of 3557
Well, I have had frustrating encounters at the local office, mixed results with the phone reps. Very positive results with the UMatter team...I asked earlier why isn't there a more consistant policy by charter as far as customer service. They seem to have addressed that, though not in the way I'd hoped.

If you're still there, thank you Abby for all your help. You actually made me feel good about being a charter customer.
post #3122 of 3557
For those with cablecard concerns, the "trick" Abby used to get mine working was to send a separate signal for each of the three tuners in my home run prime. You may want to file that info away in case you have to activate one when you get a rep that has no idea what they are doing. I agree with the others. This move is penny wise but dollar foolish and endemic to the industry. Rather than giving us access to the "experts," Charter will have us wasting our time and their time dealing with reps who have not been properly trained.
post #3123 of 3557
Maybe we can get specific, line by line, instructions for this so we can walk the CS rep on the phone through what they need to do.
post #3124 of 3557
I second that. Please, Umatter, before you go tell us the secret for getting a phone rep to properly activate a cable card for a Ceton or Silicon Dust tuner. Or better yet, allow online activations like Comcast and a few others do.

FWIW, the one and only success I had out of maybe 20 tries was to ask the phone rep about every field and tell him exactly what to type in. "Do you see HostID on your screen? Ok, type this ... Do you see a Data field? ...", etc. Otherwise, they don't ask for all the data that's needed and the activation ultimately fails. Apparently Tivo's only need a small subset of the data our HTPC tuners need to work with a cable card, so that's all they're trained to handle.
post #3125 of 3557
I just had a pairing loss when my package went to the new pricing scheme. No new channels or anything, just a change in how it is billed triggered it AFAIK. The chat window was giving me lame ass automated answers that are useless here. The phone support was not able to send the proper hits. It is a Saturday morning but I hit up UMatter2Charter on here and withing 10 minutes all my copyprotected content and subscription package is back. The phone support had a truck roll scheduled for Sunday morning. Sunday techs are usually contract techs and don't have a clue. This would have wasted my time and Charter's money but that was the best the phone support could do. Shutting down this program is going to cost Charter more than it saves I am afraid because I will be demanding service credits for loss of service too which I didn't do because it was only an hour of lost service. Please, even if it is via PM, give us the secrets so we can keep our stuff going relativelly frustration free.

That said, mjdave, where do you find the information to give the phone tech to put in? This last time I didn't need to give any information. As a matter of fact I only had to do that for the initial set up.
post #3126 of 3557
For those of you that may need assistance pairing your equipment in the future here are the steps according to Abby:
Quote:
Originally Posted by Charter Abby 
I'll do my best to provide the steps. The first part is making sure that equipment is in the proper order. It must go like this: CableCARD in outlet A, Tuning Adapter in outlet B. If the customer has additional CableCARDs, then the next CableCARD goes in outlet C, followed by Tuning Adapter in outlet D. Repeat these steps until all CableCARDs are accounted for. Then it goes DVRs, HD Boxes, Standard Boxes, Cable Modems, and lastly MTAs.

If we are activating a Scientific Atlanta card for the first time we need to get the Host ID. Once that is added, the following hits must be sent: CCV Hit, RHT Hit, and a Standard Hit to the card. Wait 60 seconds in-between each hit. Then a Standard Hit to the Tuning Adapter. After this point, sometimes it is necessary to powercycle by unplugging for 60 seconds. Lastly, if the card isn't locking on, then it's time to roll a tech.

If a customer removes their CableCARD and inserts it into another device, the Host ID must be updated. This can be a real pain because not a lot of people have access. The advisor will probably have to contact their supervisor to find someone who can delete the old Host ID and update it with the Host ID from the new device. After that's done, send the same round of hits as stated above.

If a CableCARD just randomly stops working, I like to verify the Host ID just to be safe. Then I try the hits one at a time. If that fails, it's time to roll a tech.

Thank you Abby!
post #3127 of 3557
Jo
Quote:
Originally Posted by Umatter2Charter View Post

Hello All!
As you have heard, Charter will no longer have a customer care team tasked, specifically, with resolving matters raised on Social Media. The good news is there are other jobs available within Charter for all of the Social Media team members.
As is our nature, we wanted to provide you with a timeline of how we will execute this transition.
Monday, December 10, 2012: We will no longer respond to posts that we discover while conducting Charter searches. We will, however, continue to respond to Private Messages until Saturday, December 15th.
Friday, December 14, 2012 (5pm): All the Umatter2Charter accounts (which includes: Umatter2Charter, Twitter's @Charter, all our individual accounts, as well as the Umatter2Charter Facebook page, other Forum accounts, and accounts on Consumer Advocate Sites) will be removed. Charter will continue to have a presence in Social Media spaces via @CharterCom, Facebook.com/CharterCom, and Youtube.com/CharterCom.
Monday, December 31, 2012: We will transition to our new roles. If there are any outstanding issues on the 31st, we will refer them to the appropriate departments for follow-up and resolution.
It has been our pleasure to work with all of you.
Josh Chapman
Social Media Supervisor

Josh,
Glad things will work out for you guys! I certainly will miss this service. You and your team have been great. Wish I had a way to let the "powers that be" how short-sighted this decision was so they will come up with an easy way for semi-informed customers to bypass the "we'll send another hit...please power off your box" crap that the regular customer service always makes you go through!
Tom
post #3128 of 3557
Anyone else ever have the problem with only some premium channels not coming in via Cable card on the SD HR Prime? I have a handful of SD HBO channels that won't tune(these channels come in fine on the Charter DVR). Some HBO and all cinemax and Showtime come in fine via the Cable card, so it doesn't appear to be a premium or "record once" issue. I'm reluctant to call Charter to get it fix for fear that they'll screw up the cable card pairing. If Umatter2charter was still here, I would contact them.
post #3129 of 3557
Quote:
Originally Posted by tahoejoe View Post

Anyone else ever have the problem with only some premium channels not coming in via Cable card on the SD HR Prime? I have a handful of SD HBO channels that won't tune(these channels come in fine on the Charter DVR). Some HBO and all cinemax and Showtime come in fine via the Cable card, so it doesn't appear to be a premium or "record once" issue. I'm reluctant to call Charter to get it fix for fear that they'll screw up the cable card pairing. If Umatter2charter was still here, I would contact them.

Hello tahoejoe,

We're still here. How long have you been missing the channels? Has the card been taken out? If so, please send us a message verifying the Host ID and Data ID. With your permission I would like to send some hits through.


John
http://www.charter.com/Umatter2Charter
post #3130 of 3557
Evening,

Recently purchased a home in a new town, which in turn necessitated a switch in cable providers from Comcast to Charter. Everything was installed (2 hd-dvr's + cable modem) a couple weeks back, and I've had a persistent problem with image "stuttering" while watching NBA (Specifically, Celtics games on CSN & TNT). The problem occurs during live games on both the aforementioned channels, and almost looks like the game is being played in slow motion at certain points. Please note, this is not digital noise/macroblocking, but the entire picture seems to 'skip' slowly forward.

We have the Cisco 8640 HDC boxes, and I've tried connecting via both HDMI and Component, which does not make a difference. The problem does not show on the SD feed of these channels. Had a tech out today who verified signal level was perfect and re-ran a new cable line to the house. He kept trying to blame the refresh rate/processing of the Tv(s), however these are Panasonic Plasma's which I have run for years on Comcast with no problems during Celtics/NBA games played back on the same exact channels (primarily Comcast Sportsnet/TNT). I am quite familiar with the TV's and am sure that they are not the problem; both have been professionally calibrated and do not have any type of motion smoother/etc. engaged. Further, prior to our move, I've watched the games on the same channels (on Comcast) without the picture problem.

Hoping someone may have some thoughts/ideas; I'd hate to switch to Direct TV as I'd prefer not to have a dish mounted on top of my house, however I don't do a ton of TV watching and C's game make up 60 or so percent of my viewing. Unfortunately this has made game more or less unwatchable. Any ideas? Thanks!

- Joe J.
post #3131 of 3557
Sounds like a problem with the deinterlacer in the Cisco DVR.
post #3132 of 3557
I'm not able to program my DVR with the online DVR Manager. Anyone else having this problem? Did Charter change something? Zip 49302.
post #3133 of 3557
They acknowledged they were having problems a few weeks ago, but mine is working ok right now. Try logging out, closing your browser, then logging back in.
Quote:
Originally Posted by vando45 View Post

I'm not able to program my DVR with the online DVR Manager. Anyone else having this problem? Did Charter change something? Zip 49302.
post #3134 of 3557
Quote:
Originally Posted by tahoejoe View Post

They acknowledged they were having problems a few weeks ago, but mine is working ok right now. Try logging out, closing your browser, then logging back in.

Thanks, that worked.
post #3135 of 3557
Does anyone know if Charter has a high end DVR? I left Dish Network after 10+ years when they dumped the sports networks in my area, and went to Charter, which has the stations I want. However, the Scientific Atlanta 8300HD receiver I have is pretty archaic compared to the sat receivers I've had in the past. The people in the local Charter office are nice and all, but they're not very into high tech.

Is it possible to have things like 1080p from cable? Or Dolby Digital out the Optical Port while the HDMI port sends everything to the TV (optical to the AVR)?

I'm really stuck with Charter as Direct TV points to the woods, Eastern Arc was good, but Dish has tanked IMHO. I sure wish we could select whichever cable company we wanted.

Thanks
post #3136 of 3557
I'm pretty sure my motorola DCX-3501-m from charter did all of that, but still had an interface from the 80's, nothing like Dish. But if you're in an SA market, I don't think they're available. I highly recommend a cable card tuner instead. It's far better (and cheaper) than any cable or satellite DVR I've ever used. Otherwise, you could get a Tivo.
post #3137 of 3557
No cable has 1080p that I'm aware of right now.
post #3138 of 3557
Quote:
Originally Posted by oblio98 View Post

Does anyone know if Charter has a high end DVR? I left Dish Network after 10+ years when they dumped the sports networks in my area, and went to Charter, which has the stations I want. However, the Scientific Atlanta 8300HD receiver I have is pretty archaic compared to the sat receivers I've had in the past. The people in the local Charter office are nice and all, but they're not very into high tech.
Is it possible to have things like 1080p from cable? Or Dolby Digital out the Optical Port while the HDMI port sends everything to the TV (optical to the AVR)?
I'm really stuck with Charter as Direct TV points to the woods, Eastern Arc was good, but Dish has tanked IMHO. I sure wish we could select whichever cable company we wanted.
Thanks

You could always get a TiVo instead. Much nicer then the Scientific Atlanta DVR.

Dan
post #3139 of 3557
MN Timberwolves games are shown on Fox Sports North except when the games are picked up by Twin Cities channel My29. When that happens, the games are supposed to be shown outstate on the FSN+ regional sports extra channel. Charter has failed to have the game on this channel EVERY SINGLE TIME this year. The only reason I pay Charter nearly 200 bucks a month is to have all the sports channels and premium internet, this is not acceptable. Being stuck watching the game on a seedy, ****** streaming site is bs.
post #3140 of 3557
Quote:
Originally Posted by Gronnie View Post

MN Timberwolves games are shown on Fox Sports North except when the games are picked up by Twin Cities channel My29. When that happens, the games are supposed to be shown outstate on the FSN+ regional sports extra channel.

Where did you hear that? The information on the FSN website doesn't mention anything to that effect: http://www.foxsportsnorth.com/pages/wolves_fsnorth_schedule

Nor does the WFTC press release: http://www.my29tv.com/story/19341141/my29-fsn-put-record-78-timberwolves-games-on-tv
post #3141 of 3557
Yay!!! Charter will finally get WatchESPN access in 2013. Hope this also means Smyrna, GA gets ESPNews in HD!

ST. LOUIS, MO and NEW YORK, NY –– DECEM­BER 31, 2012 –– Char­ter Com­mu­ni­ca­tions and The Walt Dis­ney Com­pa­ny today announced a com­pre­hen­sive long-term dis­tri­b­u­tion agree­ment to deliv­er Dis­ney’s robust line­up of top qual­i­ty sports, news and enter­tain­ment con­tent to Char­ter TV cus­tomers across tele­vi­sions, com­put­ers, smart­phones, tablets, gam­ing con­soles and internet-enabled tele­vi­sions. The renew­al agree­ment sup­ports the com­pa­nies’ mutu­al goal to deliv­er the best video con­tent to cus­tomers across mul­ti­ple platforms. Launch of con­tent across these new dis­tri­b­u­tion plat­forms is planned to begin in the first half of 2013.

As part of the new multi-year deal, The Long­horn Net­work will launch in Texas, Louisiana and Vir­ginia sys­tems by foot­ball sea­son next year. Char­ter and The Walt Dis­ney Com­pa­ny will also intro­duce sev­er­al new ser­vices, includ­ing the full suite of authen­ti­cat­ed WATCH prod­ucts, ESPN Goal Line, ESPN Buzzer Beat­er, as well as the upcom­ing ABC News/Univision Joint Ven­ture, a 24/7 news, infor­ma­tion and lifestyle multi-platform net­work for English-dominant and bilin­gual His­pan­ics, the youngest and fastest-growing demo­graph­ic in the U.S. In total, approx­i­mate­ly 70 ser­vices are cov­ered by the broad scope of this agree­ment includ­ing: ABC, ABC Fam­i­ly, Dis­ney Chan­nel, Dis­ney Junior, Dis­ney XD, ESPN, ESPN2, ESPNU, ESPN Deportes, ESP­NEWS, ESPN Clas­sic, ESPN Goal Line, ESPN Buzzer Beat­er, ESPN 3D, ESPN Game­Plan, ESPN Full Court, ESPN3, The Long­horn Net­work, and retrans­mis­sion con­sent for WABC-TV, KABC-TV, WLS-TV, KGO-TV, KTRK-TV, WTVD-TV and KFSN-TV, as well as more than 10 high-definition net­works.

Char­ter cus­tomers will receive broad access to exist­ing authen­ti­cat­ed prod­ucts like WATCH Dis­ney Chan­nel, WATCH Dis­ney XD and WATCH Dis­ney Junior, the to-be-launched WATCH ABC and WATCH ABC Fam­i­ly ser­vices and Watch­ES­PN (ESPN, ESPN2, ESPN3, ESPNU, ESPN Goal Line and ESPN Buzzer Beat­er). These prod­ucts will give Char­ter cus­tomers more oppor­tu­ni­ties to access live and video on demand con­tent, both in-home and out-of-home, on their com­put­ers, smart­phones, tablets and gam­ing con­soles.

“This agree­ment enables us to offer our cus­tomers addi­tion­al value, choice and convenience,” said Allan Singer, Char­ter’s Senior Vice Pres­i­dent, Pro­gram­ming. “More and more con­tent is being enjoyed on tablets and other Internet-connected devices, and today’s view­ers are shar­ing their TV expe­ri­ences in new ways. Our agree­ment with Dis­ney enables more robust ways to enjoy and social­ize TV.”

Added David Preschlack, exec­u­tive vice pres­i­dent, Affil­i­ate Sales and Mar­ket­ing, Dis­ney & ESPN Net­works Group, “Our agree­ment with Char­ter rep­re­sents the sixth top ten dis­trib­u­tor renew­al encom­pass­ing Dis­ney’s full suite of prod­ucts and services. With this deal, Char­ter’s video cus­tomers will derive even greater ben­e­fit from the value of their mul­ti­chan­nel sub­scrip­tion model, includ­ing 24/7 live access to our con­tent via the WATCH Dis­ney ser­vices and Watch­ES­PN across more plat­forms than ever before, as well as other new and advanced services.”

The exten­sive and expand­ed rights pack­age for Video On Demand con­tent to Char­ter TV cus­tomers includes:

ABC On Demand, ABC’s fast-forward-disabled On Demand ser­vice, which cur­rent­ly fea­tures a selec­tion of top-rated prime­time enter­tain­ment pro­gram­ming, includ­ing episodes of such pop­u­lar cur­rent ABC shows as “Castle,” “Grey’s Anatomy,” “Once Upon A Time,” “Pri­vate Prac­tice” and “Revenge.” Full cur­rent sea­sons will be made avail­able on a num­ber of shows.
ABC Fam­i­ly On Demand, which fea­tures a vari­ety of top-rated full episodes, refreshed month­ly, from such pop­u­lar mil­len­ni­al favorites as “Switched at Birth,” “The Secret Life of the Amer­i­can Teenager,” “Baby Daddy,” “Bun­heads” and “Melis­sa & Joey.” Full cur­rent sea­sons will be made avail­able on a num­ber of shows. ABC Fam­i­ly orig­i­nal movies like “Mistle-Tones” will also be avail­able.
Disney-branded On Demand offer­ings, includ­ing Dis­ney Chan­nel On Demand, Dis­ney Junior On Demand, and Dis­ney XD On Demand. Refreshed each month, the Dis­ney Chan­nel On Demand offer­ing will include episodes from such series as “Handy Manny,” “Mick­ey Mouse Clubhouse,” and “Jake and the Never Land Pirates” for preschool­ers, as well as vari­ety of episodes from “A.N.T. Farm,” “Good Luck Charlie,” “Jessie,” and other pop­u­lar series for older kids. Select episodes fea­tured on Dis­ney Chan­nel On Demand will be avail­able in inno­v­a­tive new offer­ings, such as playlists and month­ly pro­gram­ming blocks, in addi­tion to a num­ber of episodes avail­able in mul­ti­ple languages. A vari­ety of Dis­ney Chan­nel Orig­i­nal Movies will also be avail­able. Dis­ney XD On Demand fea­tures a selec­tion of episodes from such series as the Emmy Award-winning ani­mat­ed hit “Phineas and Ferb,” “Pair of Kings” and “Kickin’ It.”
Expand­ed On Demand con­tent from ESPN, includ­ing award-winning orig­i­nal con­tent from ESPN Films.
post #3142 of 3557
Great news! Now if they would only get NBA League Pass I would be very happy and definitely stay with them past my promo rate ending in April.
post #3143 of 3557
That's good news! I was hoping for ESPN News HD, WatchESPN access, and ESPN 3D added in my area.
post #3144 of 3557
when will this become active any ideas
post #3145 of 3557
Quote:
Originally Posted by jimbo4571 View Post

when will this become active any ideas

The first half of this year which by Charter's timeline probably means second half of 2013.
post #3146 of 3557
What happened to all the HD channels I was supposed to get by the end of 2012?
23434
post #3147 of 3557
If you are looking for a response from Charter I dont think you will get one here anyway.See post 3115 & 3120.
post #3148 of 3557
Quote:
Originally Posted by MACINTN View Post

If you are looking for a response from Charter I dont think you will get one here anyway.See post 3115 & 3120.

Thanks

Completely illustrative of Charter customer care and service.
post #3149 of 3557
Quote:
Originally Posted by sheshechic View Post

Thanks
Completely illustrative of Charter customer care and service.

Pretty much. The throw away the best line of CS they have ever had.. I'm just glad I got CC pairing instructions from Abby before the demise of the UMatter2Charter group because it is hit and mostly miss to get someone on the phone that knows what they are doing with CableCARDs. I guess we don't really matter to Charter..
Edited by Sammy2 - 1/9/13 at 6:47am
post #3150 of 3557
Quote:
Originally Posted by Sammy2 View Post

Pretty much. The throw away the best line of CS they have ever had.. I'm just glad I got CC pairing instructions from Abby before the demise of the UMatter2Charter group because it is hit and mostly miss to get someone on the phone that knows what they are doing with CableCARDs. I guess we don't really matter to Charter..

CC pairing was one of the most important and extremely valuable services that their presence provided. It seems that now there is no option for getting them up and running without loosing days and hair. The first time I installed a CC I had the instructions, however getting people on the other end to do what they're supposed to do is another thing, half are afraid to access some menus and/or go beyond their sheets of scripts. Charter fails in providing CSRs with the training and tools that they need. In addition, it seems that they greatly discourage them from elevating the call to a more knowledgeable rep.

My rates are about to take a grand leap upward and I see that Charter no longer offers phone service for $19.99 in a bundle. Once bundled it jumps to 29.99 (as advertised in their flyers too). Coupled with the fact that I will never get the majority of my favorite channels in HD, let alone the advertised 100+ HD, there is really no incentive to stay. I hate that I have no choice but to continue giving them my $$ for internet.
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