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Can't control DVR from Spectrum website or App - Customer service can't figure out

I signed up for Spectrum TV and Internet a week ago.  When I am in the Spectrum TV app or the watch.spectrum.net webpage, I am unable to set recordings and manage my DVR.  It seems like my DVR box is not showing up at all in these apps.

 

When I select "DVR Manager"  I get the error "No spectrum recievers are associated with your account. If you believe you've recieved this messasge in error, please visit twc.com/tvapp, DCM-1008"

 

I called into customer service - I first spoke to the cable TV department, they said it looks fine so they transferred me to the application department. That department said everything looked okay, so they transferred me to the internet department (no clue why). The internet department transferred me back to the cable department. I told the cable department how many times I had been transferred around, so she said would "warm transfer" me to the application department again, and explain my problem. I got cold forwarded to the application department and had to explain my problem for the 5th time, and she ended up telling me I need a new DVR box. 

 

Everything on the DVR box seems to be working okay locally so I have my doubts about that being a problem, and standing in line for an hour at the local store doesn't sound great.  My DVR box is an Arris DCX3510. 

 

Hoping someone can help shed some light on this... not very impressed with support so far after my first week.

2 REPLIES
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Trusted Helper

Re: Can't control DVR from Spectrum website or App - Customer service can't figure out


tym1200 wrote:

I signed up for Spectrum TV and Internet a week ago.  When I am in the Spectrum TV app or the watch.spectrum.net webpage, I am unable to set recordings and manage my DVR.  It seems like my DVR box is not showing up at all in these apps.

 

When I select "DVR Manager"  I get the error "No spectrum recievers are associated with your account. If you believe you've recieved this messasge in error, please visit twc.com/tvapp, DCM-1008"

 

I called into customer service - I first spoke to the cable TV department, they said it looks fine so they transferred me to the application department. That department said everything looked okay, so they transferred me to the internet department (no clue why). The internet department transferred me back to the cable department. I told the cable department how many times I had been transferred around, so she said would "warm transfer" me to the application department again, and explain my problem. I got cold forwarded to the application department and had to explain my problem for the 5th time, and she ended up telling me I need a new DVR box. 

 

Everything on the DVR box seems to be working okay locally so I have my doubts about that being a problem, and standing in line for an hour at the local store doesn't sound great.  My DVR box is an Arris DCX3510. 

 

Hoping someone can help shed some light on this... not very impressed with support so far after my first week.


Greetings,

 

Are you in a legacy TWC market now Spectrum?  Or have you always been in a Charter now Spectrum market?  If you are from a TWC area, you have the guide called Navigator, and should have remote DVR and application services within 72 hours of installing the box.

 

If you are from a legacy Charter market that is now Spectrum, you may not have the guide on the box that is needed to do mobile DVR servies.  Charter is also rolling out a new cloud-based guide that supports mobile technology.  You have the right box.  That's for sure.  Give your city, state, and zip code, and a Spectrum rep can determine if remote DVR services are offered in your area.  I would PM one of the forum mods with your account information, and they can determine if your area has a guide that can do mobile DVR.

 

Satch

Lead Moderator

Re: Can't control DVR from Spectrum website or App - Customer service can't figure out

A few questions.

 

1. Are you able to record/delete recordings etc directly from the DVR?

2. Are you experiencing trouble with any other features of the Spectrum TV app/website

3. When logging into the account portal/app, in the troubleshooting section towards the bottom of the page do you see a red, yellow, or green indicator light? 

4. How long ago did you register for  My Account  access?

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums