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My cablecard ordering experience

Wanted to relate my ongoing experience ordering a cablecard from twc. I currently have basic/standard cable with a mix of digital ota stations and analog cable stations, and I decided to get a cablecard to make the digital versions of those analog stations available. So I ordered one online at twc's website, on Saturday 1/25/14. I was given options to pickup in store or have the card shipped. I chose instore pickup - didn't want to wait.

Later that day I received an email from twc confirming my order, telling me my "Easy Connect Kit" (cablecard & related accessories) is ready for pickup at any twc store, with a link given to store locations in my area and noting my order would be cancelled if not picked up within 7 days.

On Monday 1/27 I went to the twc store and was told they don't carry them in store - they only ship them. The receptionist changed my order to have it shipped, telling me it'd be 3-5 business days. 

On Friday 1/31, no cablecard, so I got online with twc's chat help to inquire as to its whereabouts. The 2nd tier rep, SarahR, told me the order had NOT been placed properly but that she would fix it. 3-4 more business days...

On Thursday 2/6 STILL no cablecard. Checked in with twc chat help, got to 2nd tier rep SarahR (coincidence?), was told the order was cancelled because "the device was not registered". I asked if it had shipped, she said they didn't get a tracking number from Fedex (which they usually receive 2 days after orders are placed) so it must not have shipped. She said she would reorder for me and that I could check back on Saturday 2/8 (today) to obtain Fedex's tracking number. 3-4 more business days!

So today I get online with 2nd tier chat rep JamesS, he tells me the order was not placed properly! He resubmits it, says check in on Monday 2/10 for the Fedex number. Any bets on whether it'll be available?

 

 

 

19 REPLIES
Helper

Re: My cablecard ordering experience

Tell them on the phone, if they don't get the order right, you are going to contact the division manager, this sounds very similar to when one wanted to change carriers from a bell to a clec telephone and would be tossed around on purpose. Good luck
Expert

Re: My cablecard ordering experience

[ Edited ]

Are you ordering just a cablecard or something to install it in as well?

Which cable box do you have now?

 

Moderator

Re: My cablecard ordering experience

You can always reach us at TWCable.Help@twcable.com or on Twitter by tweeting @TWC_Help and we can setup a call back from our customer solution specialists in the area to further assist with this.

-Jeremiah
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Re: My cablecard ordering experience

[ Edited ]

My original order confirmation listed an "included outlet". Assume that's a dta. 

 

Update 2/17/14: Received TWO (2) cablecards on 2/12, returned one. NO dta was supplied. Today I called twc, the rep said a dta should've been sent along with the cablecard - he speculated maybe the warehouse shipped the second cc in place of the dta? He ordered a dta for me, asked if I'd like to pick up in store, I replied "are you sure it's available for pickup?" and he wasn't sure the store would have it, so I had it shipped. 2-3 more business days.

 

I plan to use this in a Silicon Dust HD Homerun prime I just bought from Newegg. I hope it works cuz the 30 day window for returning the sd hd hr prime has passed...

 

Btw, I spent 23 minutes on the phone with the rep just to get the dta ordered!

Expert

Re: My cablecard ordering experience "included outlet"

Included outlet ? That may be the remote IR sensor that allows you to put the cablecard behind the TV.

 

But it's more like an INLET, lol.

 

The SD HRHDP should be somewhat functional without the CC installed

 

Browser

Re: My cablecard ordering experience

2/23 update:  Received dta on Wed 2/19.  Called TWC to set up.  Did a channel scan on the HD HomeRun Prime and only the OTA (over the air) channels were discovered.  Called TWC back.  Dispatched a tech to my house on Saturday 2/22.  All he could do was make sure the signal to my house was adequate - I had an amplified splitter and he said that was introducing noise, so he supplied a TWC splitter so signal to my DTA and CC device doesn't come through the amp.  Says I have plenty of signal, amp was not needed (contrary to what a previous tech had told me during another visit for separate issue years ago). Rescanned, STILL not getting the extended basic/standard service channels (whatever they call the non-OTA, non-premium channels).  Tech gave me a direct phone number for TWC's cablecard setup support line.  Will try on Monday.  Suspect TWC did not provision the cablecard correctly for all the channels I'm paying for.  Meanwhile, received TWC cable bill for period 2/16-3/15 including $2.50 monthly charge for cablecard which isn't working properly.

Expert

Re: My cablecard ordering experience

[ Edited ]

The fastest way to get this fixed is to call up billing and demand a credit or you're going to cancell your service...They'll fix rather than give money back.Woman Mad

But back to the cablecard....

 My understanding is that you insert it into the SDHR and that picks up the encrypted qam thru one of the 3 tuners, the second is for unencrypted qam and the 3rd goes to your on air tv antenna on the second coax connector

 

What's the DTA for? Seems it would need the second cablecard in it to  pick up the remainder of the channels that are encrypted thru a direct connected TV whereas the SDHR feeds any IP based computers .

I think this is why they shipped two. If that's the case, you need to call them and have them both authorized. Woman Frustrated

 

Observer

Re: My cablecard ordering experience

LOL, I'm having the exact same experience. How odd... Went to store on 10/13, out-of-stock. Was promised it would be delivered next day at my home. Didn't happen. Called Wednesday and was told it take 24 to 48 hours. Waited until Thursday, still no card. Called Friday, and was told previous order was cancelled. No reason why, just cancelled. Nice. Card was reorder, and now I'm told to wait another 24 to 48 hours. 

 

Here's my suggestion to everyone who has had a bad experience getting a cablecard. Tell everone you know how easy the process is, and how much you like your new device. And, how much cheaper your service is w/o TW hardware. Post on product forums, etc. People will be more inclined to purchase devices and not pay TW rental fees. In the end, it will simply raise TW service cost, forcing them to raise rates, pushing more customers onto alternative services. Monoplies have a hard time hearing customers sometimes.

 

Any bets on whether I'll see the card in 24 to 48 hours. :-P

Observer

10/20 UPDATE: Re: My cablecard ordering experience

UPDATE 10/20:

 

You would have lost that bet. Still no cablecard.

 

Called today, 10/20, Monday. The nice fellow told me he didn't understand why the latest card order didn't ship. It sounded like "blah, blah, blah, reasons." Something about FedEx's fault. He said he would reorder and that I should get it in 24 hours. I reiterated what I needed multi-tuner with device for 2-way comm.

 

My new bet is that the card will arrive, but it will either be the wrong card or missing the 2-way comm. device.

 

Any bets?