So, shortly after 22:00 Friday night I checked my TiVo Series3 and attempted to watch my in-progress recording of Shockwave off HistoryHD. But it was null – so going to LiveTV I get the ‘Searching for signal’ error. Checking other channels I see that 734 AETVHD, 735 HISTORYHD, and 742 MOJOHD are all giving that error – on both tuners. So I tried a reboot – the standard IT fix. No joy. Then I tried to call 1-888-GET-CHARTER – which is, appropriately, 1-888-GET-CHAR, really. I got a fast busy – repeated attempts got either a standard busy or a fast busy. That started at 22:32, and I’ve made repeated attempts, even just tried again at 23:53 – same result. So either their customer service center is offline, or they’re being hammered and all the lines are in use. Either way, not a good sign.
OK, so I turned to the web site. I normally avoid the online support because it is so much easier to explain to someone over the phone what is going on and I find it generally takes me much less time to cut to the chase and get a result on the phone. But since the phone wasn’t an option, I decided to try the online chat.
I’ll but this behind a cut since it gets long.
This is my first attempt to use the online support. It did not go well.
A representative will be with you shortly.
You have been connected to TTD Jackielou .
TTD Jackielou : Thank you for contacting Charter Communications. My name is Jackie. How may I assist you today?
Mr MegaZone: I was wondering if there is a service outage – I’ve lost most of my HD channels, and 1800GETCHARTER seems overwhelmed – fast busy when I dial.
TTD Jackielou : I’m sorry to hear that. I would be more willing to assist you with your HD channels issues. Afterwards, I will take a look at your services to make sure that Charter is meeting your needs.
TTD Jackielou : For me to assist you further, as well as for account security reasons, may I please have your complete name, the last four digits of the account holder’s Social Security Number, security code, the service address, and the telephone number on the account?
Mr MegaZone: Name: MegaZone, Last 4: xxxx, security code – I think that’s xxxx, address xxxx, and phone is xxxx I believe
TTD Jackielou : Thank you for the information. One moment please while I pull up your account.
TTD Jackielou : Thank you for patiently waiting.
Mr MegaZone: No problem
TTD Jackielou : There doesn’t seem to be any problem with your account. There is also no outage in your area.
TTD Jackielou : May I know what HD channels you are experiencing a problem?
Mr MegaZone: Well, then I suspect my CableCARDs lost auth since it is just select channels. Off hand A&EHD, HistoryHD, MOJOHD – and I believe some others, I’m going through them all now.
TTD Jackielou : Okay, let’s try to do the basic troubleshooting. Kindly unplug the power cord of the box from the power outlet, wait for 30 seconds then plug it again. Please inform me immediately if it has corrected the problem or not so I can send a signal to your box. May you also provide me with the serial number of the box? It should start with SA located at the back, bottom or side of it.
Mr MegaZone: I don’t have a cable box.
Mr MegaZone: I have CableCARD
Mr MegaZone: I have a TiVo Series3 using CableCARDs – and I did try rebooting the box, but it didn’t resolve it.
TTD Jackielou : As I checked here in your account you have a cable box.
TTD Jackielou : May I know if this problem also happening with a cable box?
Mr MegaZone: I do have an SD cable box in the bedroom – but since it is SD I can’t tune the missing channels on that box.
TTD Jackielou : Okay. Let’s try the basic trouble shooting with your cable box, please.
Mr MegaZone: Hmm, going through the channels it looks like it may actually just be those three channels – and they’re contiguous in the lineup.
Mr MegaZone: Okay, the cable box seems ro be working fine – what would you like me to do?
TTD Jackielou : Let’s try to do the basic troubleshooting. Kindly unplug the power cord of the box from the power outlet, wait for 30 seconds then plug it again. Please inform me immediately if it has corrected the problem or not so I can send a signal to your box. May you also provide me with the serial number of the box? It should start with SA located at the back, bottom or side of it.
Mr MegaZone: How is rebooting the SD cable box in the bedroom, which doesn’t have any error, going to affect the CableCARDs in the TiVo in the livingroom which are missing HD channels? I’ll go reboot the box, but I don’t see the connection. Back in a few minutes, it is on the other side of the house.
TTD Jackielou : Okay.
TTD Jackielou : Please let me know if you are still connected to the chat session at this time.
TTD Jackielou : Due to the current inactivity length, this session will be closed. If you have additional concerns or need additional assistance, please do not hesitate to initiate a new chat session.
TTD Jackielou : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the “Customer Help” menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7:00 AM through 1:30 AM central time, 365 days a year. Have yourself a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.
OK. This seems to be someone stuck in a script and unfamiliar with CableCARD. I have a problem with HD channels on my TiVo with CableCARD – and you want me to mess with the SD cable box in the other room? What will that prove? The channels that aren’t working can’t be tuned on that box, ever. I knew it was pointless, but I decided not to fight it and just humor her by doing as she requested, figuring it wouldn’t fix anything (of course) and we could just move past it and get to the real problem.
Only, after saying I’d be a few minutes, I come back to find myself disconnected! That’s a nice customer experience right there.
So then I steamed a bit, calmed down, and tried calling some more – with no luck. So I resigned myself to diving into online support once again. This time this went a bit better.
A representative will be with you shortly.
You have been connected to TTD Sheryl .
Mr MegaZone: Hello
TTD Sheryl : Thank you for contacting Charter Communications. My name is Sheryl. How may I assist you today?
Mr MegaZone: Hello – I seem to have lost three of my HD channels – A&EHD, HistoryHD, and MOJOHD. But is seems just those three. I was talking with rep Jackielou a few minutes ago but we got disconnected.
Mr MegaZone: This is on a TiVo Series3 using CableCARD
TTD Sheryl : I do apologize for the inconvenience. May I please if Jackie had sent a signal to your cable cards?
Mr MegaZone: No, not yet.
TTD Sheryl : Okay.
TTD Sheryl : In order to assist you better, may I please have your full name, address, your phone number registered on the account, account number, the last four (4) digits of your Social Security Number, and the security code for verification purposes?
Mr MegaZone: Name: MegaZone, Last 4: xxxx, security code – I think that’s xxxx, address xxxx, and phone is xxxx I believe
TTD Sheryl : Thank you.
TTD Sheryl : May I please know if you’re not getting these channels in all of your cable cards?
Mr MegaZone: I only have two cards currently in service, both in the same TiVo – and neither tuner is receiving those channels.
Mr MegaZone: There are 4 cards on my account, but two of them aren’t currently being used – I had a second TiVo but it is not installed right now.
TTD Sheryl : I see. SinceWEre you able to view these channels previously?
TTD Sheryl : I see. WEre you able to view these channels previously?
TTD Sheryl : May I please have the channel numbers?
Mr MegaZone: I think HistoryHD was working earlier today, let me double check the last time I recording something from that.
TTD Sheryl : Sure.
Mr MegaZone: Sure – 734 (A&EHD), 735 (HistoryHD), and 742 (MOJOHD)
TTD Sheryl : Okay. Thank you.
TTD Sheryl : We will do basic troubleshooting.
TTD Sheryl : One moment please while I get the instruction from my tool.
Mr MegaZone: ok
Mr MegaZone: Hmm, the last recording I see that I know was successful was 8AM Thursday, 5/22. From 8-10AM. So I know HistoryHD was working then. Still looking to see if I had anything else record between then and now – I caught it at 10PM tonight when a scheduled recording failed due to there being no signal.
TTD Sheryl : Please try the troubleshooting steps which can be found at this link: http://www.charter.com/customers/support.aspx?supportarticleid=1868
Mr MegaZone: That looks like the last I can 100% confirm the channel was working – nothing was set to record after that until tonight.
Mr MegaZone: OK, let me bring that up.
TTD Sheryl : If it doesn’t work, we will send a signal to it.
TTD Sheryl : Thank you.
Mr MegaZone: OK, I tried a reboot earlier, but i hadn’t tried to remove, reboot, then re-seat the cards so I’ll do that. It’ll take a few minutes.
TTD Sheryl : Okay.
Mr MegaZone: okay, doing the first restart
TTD Sheryl : Okay.
Mr MegaZone: sorry, it takes a couple of minutes for it to reboot
TTD Sheryl : Sure. No problem.
TTD Sheryl : Please let me know if you are still connected to the chat session at this time.
Mr MegaZone: It’s taking longer than normal, sorry about that.
Mr MegaZone: Ah, looks like it is finishing the first restart now, let me check the channels
TTD Sheryl : Sure.
Mr MegaZone: No joy with the power cycle, moved on to restarting without the cards, then I’ll reseat them and restart with them again.
TTD Sheryl : Okay.
TTD Sheryl : Please let me know if you are still connected to the chat session at this time.
Mr MegaZone: Yep.
TTD Sheryl : Okay.
Mr MegaZone: OK, rebooted with no cards, basic services work
TTD Sheryl : Okay.
TTD Sheryl : Will I send a signal already?
TTD Sheryl : Is the cable card already in place?
Mr MegaZone: Cards back in, the unit is rebooting
TTD Sheryl : Okay. Sir, please tell me if I will have to send the signal already. Thank you.
TTD Sheryl : Okay. Sir, please tell me if I have to send the signal already. Thank you.
Mr MegaZone: I’ll let you know as soon as it is back up.
TTD Sheryl : Thank you.
Mr MegaZone: Sorry that it takes so long to complete a reboot…
TTD Sheryl : It’s alright.
TTD Sheryl : Please let me know if you are still connected to the chat session at this time.
Mr MegaZone: Yes
Mr MegaZone: And it is back up… and the channels still aren’t working. Looks like it is time for the signal.
TTD Sheryl : Okay.
TTD Sheryl : One moment please.
TTD Sheryl : I have already sent a signal to your cable card. Please allow to refresh setup completely at the maximum of 30 minutes. However, if the problem is not solved, please contact us again to set up a service call.
TTD Sheryl : Is there anything else I can assist you with today?
Mr MegaZone: So give it 30 minutes and if it isn’t working setup a call? OK. And no, that was all. Thank you.
TTD Sheryl : Yes, that is correct.
TTD Sheryl : You are very much welcome. Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the “Customer Help” menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7 AM through 1:30 AM central time, 365 days a year. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.
Sheryl was much more helpful and patient, and she seemed to understand CableCARD – at least she didn’t ask me anything about the cable box or send me off to do pointless things to it.
Unfortunately, here we are over and hour later and the channels still aren’t working. So I guess I’ll be setting up a service call. Here we go:
A representative will be with you shortly.
You have been connected to TTD Marifi .
TTD Marifi : Hello, my name is Marifi. Thank you for contacting Charter. How may I help you today?
Mr MegaZone: Hello – I need to setup a service call. I’ve lost three HD channels on CableCARD and I worked with a rep earlier. She told me that if they didn’t come back in 30 minutes to setup a call.
TTD Marifi : I will be happy to help you out with your concern. Afterwards, I will take a look at your services to make sure that Charter is meeting your needs. I will also inform you about the Charter bundle.
TTD Marifi : For me to assist you better, may I please have your full name, the last four digits of your Social Security Number, and the telephone number registered on the account?
Mr MegaZone: And it has been more like 90 minutes now. Sure
TTD Marifi : I am sorry about that.
Mr MegaZone: Name: MegaZone, SSN xxxx, phone xxxx
Mr MegaZone: No problem.
TTD Marifi : Thank you for the information. Please give me a moment to pull out your account. By the way, am I chatting with the account holder?
Mr MegaZone: Yes
TTD Marifi : Thank you. One moment, please.
TTD Marifi : Is the number listed on your account the number we should call you on the day of your appointment, or is there any other number we may reach you at, on the day of your appointment, as we now offer a call-ahead confirmation to ensure that we meet our scheduled appointment with you?
Mr MegaZone: xxxx would be better, that’s my cell
TTD Marifi : Thank you. One moment, please.
TTD Marifi : Thank you for waiting. The earliest possible schedule for you is on 05/24, between 1pm to 3pm. Is that okay with you?
Mr MegaZone: Tomorrow? Sure.
TTD Marifi : Please remember that an adult must be at home during the appointment and have access to all areas of the premises. Also, if you have any pets, please have them restrained. If for any reason you will not be available for your appointment, please be sure to contact us back to reschedule. Is there anything else I can assist you with today?
Mr MegaZone: No,that was all – I’ll be home tomorrow, 5/24 between 1 and 3. Thank you.
TTD Marifi : You are welcome.
TTD Marifi : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the “Customer Help” menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7 AM through 1:30 AM central time, 365 days a year. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.
I’m actually stunned – tomorrow? Not a week from now? I must’ve hit the jackpot. Now I just hope they show up – the last time I needed a visit they blew me off four times before I went into the local office in person and talked to a manager. No show, no call – nothing, just failed to arrive. The explanation I finally got was a miscommunication within Charter, the server dept kept marking the ticket as completed or something like that so they never dispatched anyone from the local office.
I’m hoping it is just some kind of signal issue.
