pbarrow
Premium
join:2003-09-16
Montgomery, AL
| [CATV] Cable box question
I just upgraded to Digital TV service yesterday.
I just had something I don't understand happen.
I came in and the light on the cable box was off and I couldn't get the box to turn on with the remote control.
I had to unplug the cable box power and plug it back up then it would come on. In the Guide every thing was showing "to Be Announced". I called tech support and they didn't know why it would have been off (no LED). but said it could take up to an hour to get the Guide data back.
The Guide did start to fill in.
But I still have no idea why the LED light was out and why I could turn the box on with the remote.
it's a motorola box but don't ask me the model # - it's not on the from and with my bad eyes I'd have to pull the thing out and search to find it on the back or bottom or where ever it is. It's whatever motorlola bax they use in Montgomery Alabama area.
Any ideas why it did what it did and what it means?
One thing - the service seems to have been on because I had checked the Weather Channel a coupls of time on Analog service plus I have been using my internet service all afternoon with no problems. If that's of any help. |
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pbarrow
Premium
join:2003-09-16
Montgomery, AL
| Another or related problem.
I figured Charter reset my cable box (the above issue) because I now see that the premium channels I was getting are locked out now.
But I'm still not getting Flix 410 or Reelz 173 that are listed as part of the Digital expanded and Total View package.
I talked to tech support and the girl said my box is not accepting messages (to reset it).
The Phone tech support option to Reset your cable box that I also tried says it must be on which it was and that didn't reset either.
Assuming Charter did reset it the other day (to remove the premiums) it occurred at a time when the cable box was turned off - so how did they do it that 1st time? Or does the 1st post plus this post and the response from Tech Support indicate that something went wrong with the cable box that 1st time and that's why it won't reset now? |
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kommander
join:2003-11-03
Yakima, WA | there could be a problem with the rf at you box, that would be the signal coming in. Then again it could be the box. in any event, it would take a service call to get it looked at. |
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pbarrow
Premium
join:2003-09-16
Montgomery, AL
| reply to pbarrow
A Tech came out today and it seems there are 2 problems.
(1) the 2 "not authorized" and "subscription service" channels 410 Flix and 173 Reelz are not "programmed" in the headend for the Total View package as is listed on the new channel lineups I got from the local office and the brochure in the mail. (everyone I've talked to says they are suppoed to be)
(2)the tech was on the phone to the local office and they "could" send a Reset to the cable box - but when Charter Tech Support tries to send Reset's thhy have no effect. Also if you call the Charter phone number and choose the Reset Cable Box option that doesn't work either and the girl at the loca office said that seldom works.
What's wrong with this picture?
Is Alabama the only place that has these problems?
Why even have a Tech Support number if they can't trouble shoot or solve any problems.
And even after the Tech visit I still don't have those 2 missing channels. |
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kommander
join:2003-11-03
Yakima, WA
| If the head end hasn't done the channel map correctly to match the channel being put out, then there is nothing that a field tech, or phone support could do help that situation of the 2 missing channels. You could send resets to the box all day long, if the channel isn't there, it won't be there. I've said all this assuming the info you've posted is correct. I'm sure that the local people there should be aware of the problem and are working on it. Some times marketing gets ahead of the technical reality. |
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pbarrow
Premium
join:2003-09-16
Montgomery, AL
| Granted you and the Tech that came are correct - there is a programming oversight regarding those 2 channels in the Lineup.
But why is it that the Tech was able to get the local office to be able to seand a Reset to the box and it works but Tech Support can not send a Reset and have it work?
And - this is 2 different calls to 3 different Tech Support reps (all that are supposed to have access to Alabama since I have to be transferred to them before I could talk to someone who "did" have access to my area - something the wrong database when I place the initial call).
None of those 3 CSR's could get my box to accept a Reset (and this is on 3 different days - Wed, Thurs, and Fri.
It sounds like the local office (headend) has Tech support blocked either inadvertently or on purpose? |
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