FiOS, TiVo, and CableCards

[MrStylz]

Can someone please break down the prices Verizon charges if you have a TiVo HD that accepts an M cablecard?  Ie, truck roll is x amount and cablecard is x amount per month.

Thank you

[CharlesH]

If you are having any issues with getting a cablecard, please contact me in a private message and I will have you taken care of.

Thanks!

-CharlesH

[JerseyJoe]

Charles,

As I forum user, I really (truly) appreciate the standing offer of assistance.  But what about the poor schlubs that don't know about the forums, or wouldn't know how to use them if they did? Do you know if anything is being done to retrain the front-line CSRs so that extraordinary assistance from excellent employees like yourself isn't necessary?

-Joe

[CharlesH]

I didn't want to toot my on horn but yes, I am working on resolving this issue on the front line aswell. What I am exactly doing I cannot comment on...but yes I have contacted the right people to get the ball rolling on this issue.

-CharlesH

[JerseyJoe]

Great, glad to hear it! Thanks, Charles.

[brennok76]

I just wanted to post that I ordered a cable card without a problem earlier this week. I also made sure when I spoke to the person who called to confirm my install that they notated I needed a M-card. The installer showed up early and we were pretty much up and running in a few minutes. The only issue we ran into was the Tivo info screen displays the O's as 0's so when he tried to plug in the S/N it wouldn't go through. Of course after he left I realized I forgot to ask for attenuaters since my HTPC with clearqam tuners is suffering from the same issues Tivo had before there latest patch. I had him check the signal which he said was fine but I am still getting dropped recordings and pixelation which I am guessing is due to the errors in the signal.

[Humble]

The TIVO person I talked to said to make sure the signal strength was between 80-90.   I used a -8db attenuator and my signal ranges from 75-93 depending on the channel.  I have no pixelation, no closed captioning problems, , no recording issues, no nothing.   I had minor closed captioning problems until I put the attenuator on.  I have the most current software update and TIVO's claim that you no longer need attenuators was not correct in my case.

[optides]

Congratulations on a seamless install.  I'm envious; my 2008 install seemed endless, but I know it now as a piece of cake compared to my summer 2009 CableCard situation.

Back then I got CableCards for two Tivos, a series 3 HD and a HD (one needing two single-stream cards, one which could take a multiple-stream but got two singles also).  It was a hard installation, with three Verizon sorts here for hours in 2008.  But they got it, eventually, and both units worked for 10 months.

Everything worked fine until three months ago, when the living room Series 3 started losing its TV performance.  I was busy travelling at the time, so did not beat on Verizon enough to get replacement cards then.  The phone techs would have me reboot the machine -- it would work an indeterminate time.

I knew what I was avoiding, and accepting spotty DVR service from my main Tivo.   Over the past 15 days I have had four Verizon tech calls involving in total 5 Verizon employees (one a supervisor with more Tivo/Cablecard familiarity).   All nice people; four perfectly frank about limited Tivo/Cablecard experience. They must call in to authorize, commence pairing of the cards; mailing them to me wouldn't work, I'm sure.  The Verizon techs have, over 15 days, expended 16.5 hours on my case!  Pretty expensive for Verizon, I'd think.

Nothing has worked right.  At best I have had one or the other CableCard working right, so to speak, but eventually the entire unit gets bummed out, quits giving TV, and  requires rebooting.

I have spoken with numerous phone-in Verizon techs, most all of whom I suspect know as little about CableCards as the guys in my house.  They have one script to follow.  Then they tell me that all is working well, from their distant diagnostics.  I read to them Tivo diagnostic screens intended for the cable company; they get abashed (a little), and set up another appointment with a house call.

$80 is cited only if something is my fault, upon the house visit.  I laugh.  Then I get encouraged to show appreciation for wonderful Verizon service by telling friends and family to sign on.  I snort.

This an apparently never ending charade, and I have another house call when I can be home for the morning, in two days.  Of course I have little faith that the deal will be settled, the Tivo resurrected, and all well.  I am already browsing Comcast ads, the other cable company in my area, to see what deals they have this summer.  I wasn't all that pleased with them, back when I used them, but to tell the truth in retrospect, and in comparison with Verizon, they actually seemed to know what they were doing!

One other thing.  The instructions in the Tivo site for installing CableCards in a Tivo are pretty good; print them out for your Verizon tech who visits, for they may represent more than he ever knew.  Not that those instruction have helps solve my problem (which I believe is not enough CableCards to find a good one -- but no matter how I push the issue, the techs never have but one or two cards).

The Tivo folk are also pretty good over the phone.  I have sought reassurance the problem is Verizon and not the Tivo; they have given it.  They taught me a few things about diagnostic screens in the Tivo, which helped here (especially for explaining to a phone tech or two at Verizon that is diagnostic run is just plain hooey!).   The best of three recent Tivo helpers was the one I think of affectionately as the Dragon Lady or the Tivo Nurse Cratchit -- she brooked not dissent, told me exactly what to do, and led me to even more diagnostic screens than her colleagues.

And in close, one other good thing about Tivo phone techs -- they have been willing in two instances to talk, in length, with the Verizon road tech visiting that day.

Anyway, wish me luck.  I no longer work in an office, fortunately, so I can be home for this fiasco.  I have grown dubious, and more dubious with each false start fix, that Verizon will ever master the situation.  I think I'm riding it out just to see what happens, to see if they can overcome.   Then, if the system is actually working right and not bombing out erratically, I may then decide to transfer my allegience back to my old friends at Comcast (who rescued me a decade ago from Bell Atlantic, Verizon's precursor's, abject inability to keep an early DSL working.)

[fioscustomer123]

Wow.. sounds like quite an ordeal getting CC working for many folks. I was actually considering this option if I came across a good deal on a tivo, but the stories aren't terribly reassuring.

Sadly, I 100% understand where you guys are coming from with your CS headaches. Through my numerous splendid "encouters" dealing with CS, it appears to me that Verizon uses a Mickey Mouse customer service system/ordering system, which is the root of the problem. When you have problems, CS reps can't actually make "notes" on the account about your calls, and orders that are placed while you're on the phone, aren't actually confirmed till AFTER you hang up the phone. God forbid something happens to your order, or it's out of the ordinary in any way, or it gets canceled, and you will be calling on the day of an appointment, only to be told "there's no order in the system." Also, how they don't have set prices in their "system" is completely beyond me. I guess all their prices are listed on post it notes in the CS rep's cubicle.. lol

Like many others that are/were disgruntled with "cable" companies, it seems like verizon is in fact no better (arguably they're worse in terms of CS). Just something else to consider when signing up for the service.. If they don't get things straightened out, I will very likely jump ship back to cable.

[KenAF]

Once your TiVo has upgraded to version 11.0d, all forms of signal reduction (attenuation, splitters, etc) should be unnecessary.

No TiVo comes preinstalled with 11.0d, and it typically takes 2-4 days for a new TiVo to automatically upgrade to the 11.0d software.  You can check your current version under Messages & Settings -> System Information. 

[jfranch]

Had install today of my 2 cablecards.   Installer had me sign sheet but no price or cost on it. 

Had my Tivo#1 S cards replaced with 1 M card and 1 M card put into my new Tivo#2. 

All good.  So just comes down to billing not screwing me.

I am in Southern NJ FWIW.

[AARGH]

So has anyone outside of NJ been able to swap their S cards for M cards?  I am reluctant to try again, after my 1st attempt as the VZ folks on the phone were telling me a completely different line than what folks are reporting here.  I live in Northern VA and am still upset that after placing order and being as detailed as possible I still got stuck with S cards...

[lisagoblue]

I too just scheduled my CableCARD install and was shocked to have the CSR tell me of the $80 truck fee.  I figured there would be a fee, but $80 seems insanely steep for something that takes all of ten minutes.  This is (or was??) clearly Verizon trying to keep people on their multi-room DVR (which I tried for a few months and can't stand, after having HD Tivo on DirecTV for years).

Anyway, I'll be checking back to see how folks have done with their billing...hoping the truck fee never materializes on my bill...

[jfranch]

1st bill post CC exchange/install (M Card) and no service charge.     So far so good.   

[philhu]

I got 4 s-cards originally here in Boston for 2 TivoHD units.

When M-cards became available, 2 months ago, they CALLED ME and scheduled a FREE TRUCK ROLL to change them out.

[Socomwiz]

I just got a new TiVO HD unit and here's what I just expireanced to get set up. I gave account/edit section a call and had a channel removed. Next I inquired about returning a HD Box. Go to ups send box for free yada yada.

Next regarding cable cards I was told they (reps) are instructed to send two cards priced at 3.99 per month each. I asked if those cards were single or multi stream and he didn't know. I pushed further and he went to ask a sup. and was told they didn't offer multi-stream cards so I would be sent two singles. There was no disscussions about truck rolls or tech installs, the issue went straight to them being sent in 5 days. So I said OK.

Maybe I should have asked about wheather or not I'd need a tech or truck rolls but I didn't. Do you guys think the cards will get shipped out before I get some call about how a tech needs to install? Also if no calls comes will I be able to set up without any problems, plug and play without verizon having to be here to activate them?

edit: ~Jay, Camarillo, California.

[fernlab]

I am researching getting a Tivo HD-XL. Just got off the phone wth customer service. The rep was trying to find anywhere in writing where it clarified whether there is a charge for the truck roll or not. Finally she decided to place a "fake" order for a Cablecard. She went thru the whole process and was told that it requires a technician to install. At the end of the order there was not a charge for the truck roll.

She said that the only time she sees the $79 truck roll fee is when people opt out of self-install opportunities (like a DVR). In that case, they charge the $79 truck roll. She surmized that because we were not given an option to opt-out because the tech is required, then there is not the $79 fee. This may or may not be the case. But after it was all said and done, the resulting order DID NOT have any truck roll or installation fee associated with it.

Will post back when I do it for real in the next couple of weeks.

Yes I made sure she cancelled the "fake" order.

[TexasTim]

Well...here we go again. Talked to someone in billing and he went to schedule a cable card install and there was no truck charge.  Bad news is Tivo wants to charge me more a month for their service (was on a grandfathered plan). So now, after all the hassle, it looks like Verizon's HD-DVR is cheaper than going with Tivo 😞  I love my tivo

[KenAF]

---

@TexasTim wrote:

Well...here we go again. Talked to someone in billing and he went to schedule a cable card install and there was no truck charge.  Bad news is Tivo wants to charge me more a month for their service (was on a grandfathered plan). So now, after all the hassle, it looks like Verizon's HD-DVR is cheaper than going with Tivo 😞  I love my tivo

---

If you want to keep your grandfathered plan, then you can't buy your TivoHD from TiVo.com.  TiVos purchased from TiVo.com require a new subscription at the new rate.   You must buy it from a third-party retailer like Amazon.com or Best Buy to retain your existing rate.

To switch out your old TiVo for the new, and maintain your grandfathered rate (such as $6.95/mo), you login to Manage My Account @ TiVo.com and click "Change service number."    You replace the service number for your old TiVo with the service number for the new TiVo.  You can find the service number on the TiVo System Information screen.

[BucBrew]

I am thinking of putting together a HT PC.  Can you give me a reccomendation on what cable cards and Tuner cards will work with FiOS?

[KenAF]

---

@BucBrew wrote:

I am thinking of putting together a HT PC.  Can you give me a reccomendation on what cable cards and Tuner cards will work with FiOS?

---

CableCards are supplied by Verizon for $3.99/mo.  [You can't buy your own and have them work.]  You need a CableCard tuner for your PC; the CableCard from Verizon plugs into a slot on that tuner.

@at this time, there is only one CableCard tuner available for PCs -- the ATI Digital Cable Tuner, otherwise known as the ATI OCUR tuner.  It is available in internal and external versions for $200-$250.    Each ATI OCUR tuner supports can tune one channel using a CableCard from Verizon, so if you want dual-tuner capability to record two channels at the same time, then you would need two of these tuners (2x $200-$250) and two CableCards from Verizon @ $3.99/mo each.

In 1Q 2010, Ceton plans to introduce a new CableCard tuner for PCs.   It will incorporate four tuners onto a single card, with all supported by a single CableCard at $3.99/mo.   That will allow you to watch/record four different channels at the same time.  This tuner product will be pricey, at $400-$600.   Ceton hopes to offer a dual-tuner version for under $300 by mid-2010.

Keep in mind you must have Windows 7 Home Premium (or Pro) to use these CableCard tuner cards.  You'll also want an Xbox360 in every room without direct access to the HTPC.  The Xbox360 is able to act as a remote extender to view liveTV and recordings using the HTPC elsewhere in your home.

[SteveLogan]

I took the plunge yesterday and order cable card for our Tivo.  What an exhausting and frustrating experience! 

First, I tried to do it online by logging in and locating the "Add/Change Hardware" link on the My Account page.  Clicking that took me to a page with some sort of order confirmation number saying "Thank you - your order is complete".  Huh?  I didn't order anything.

So I get on the phone and wait on hold with bad music for 45 minutes and get nowhere.  Check out the instructions on gethuman.com and even though it seems I'm routed to the same queue, I get a human after 30 seconds. 

"Cable card?  No problem!  That'll be $79.99 for the truck roll..."  Argh!!  I explain to her about what's been told to other people here on this forum that the truck roll fee is waived etc and she will not budge.  I ask her to check with her supervisor and she comes back and says the truck roll fee is only waived if it's ordered online.  First, I explained that that makes zero sense at all.  If the truck comes out, there should be fee or no fee - regardless of how the order is actually placed.  What does me sitting on hold for 45 minutes vs. me wanting to strangle the web team for verizon.com (seriously web team - **bleep** is up with this site??) have to do with a fee for a truck roll.  Getting no where down that logic path, I explained that I tried online and even went back with her on the phone and told her about the order confirmation team.  She offered to give me a number for web support, but that they were closed.  I explained that I've already got over an hour of my time after work wasted trying to order a simple cable card and that this was ridiculous.  She put me back on hold and came back and said while she can't waive the $79.99 truck roll fee, she can give us $10.00 off our bill for a year. 

No wonder why prices are so high from companies like this.  All I wanted was to have a $79.99 fee waived, so instead they give me $120 because for some reason the phone people can't waive a fee that shouldn't be there in the first place!

Now we'll see what happens thursday when the tech comes out.