[TWC] Time Warner Navigator - Time Warner Cable

rv65 Premium Member join:2008-08-02 USA!!!!	rv65 to Happydude32 Premium Member 2010-Jul-5 8:59 pm to Happydude32 Re: [TWC] Time Warner Navigator Ware Ct. in San Diego only has 1 flat screen and we get along just fine.
	· actions · 2010-Jul-5 8:59 pm · (locked)
Happydude32 Premium Member join:2005-07-16	Happydude32 Premium Member 2010-Jul-5 9:30 pm It's all about the experience. While it was a short wait, 5 minutes or less, it was nice having the option to scan a bunch of different screens to keep me occupied. Between SportsCenter and Fox News I felt right at home. I can't get that experience at the DirecTV Office oh yeah...they don't have offices and it would have cost me $200 and a 2 year commitment for me to upgrade boxes with DirecTV. Time Warner, they know how to treat their customers, and provide them with comfort.
	· actions · 2010-Jul-5 9:30 pm · (locked)
Racerbob Premium Member join:2001-06-24 Webster, NY ·Greenlight Netwo.. ·Frontier FiberOp..	Racerbob to hobgoblin Premium Member 2010-Jul-5 10:07 pm to hobgoblin said by hobgoblin: said by Racerbob: Steve just had an org*sm all over his new Cisco. Hilarious! The heat has made me a little giddy. Time for another cold one.
	· actions · 2010-Jul-5 10:07 pm · (locked)
xstunna841x @rr.com	xstunna841x to ericn32 Anon 2010-Jul-5 11:21 pm to ericn32 @ericn32 are you serious? so nothing is coming to the motoboxes? or is there any chance i can get a SciAnt or Cisco box? navigator for moto soon? i live in the SoCal area.
	· actions · 2010-Jul-5 11:21 pm · (locked)

Satch join:2009-11-25	Satch to Happydude32 Member 2010-Jul-6 6:56 pm to Happydude32 said by Happydude32: It's all about the experience. While it was a short wait, 5 minutes or less, it was nice having the option to scan a bunch of different screens to keep me occupied. Between SportsCenter and Fox News I felt right at home. I can't get that experience at the DirecTV Office oh yeah...they don't have offices and it would have cost me $200 and a 2 year commitment for me to upgrade boxes with DirecTV. Time Warner, they know how to treat their customers, and provide them with comfort. Steve, That's pretty cool that you have had such good support and service from TWC! My family has too but we did recently have an issue where maintenance on our head-end went wrong and there was no way to get to the Call Centers for about five hours. Everyone's boxes were going nuts! What would you suggest as help for people who can't get through to the call centers because the lines are busy? My only issue is that TWC never provides, or I should say, very rarely provides notices of any service maintenance or updates in advance. A simple voice-mail message to the customer that says, "TWC is going to be performing scheduled maintenance in your area between 4am-6am, would improve customer rapport so well. But so many times, I have seen that they don't do it. The only other thing that I am not happy about is that the Navigator Guide lacks a few basic features that make it worse than the competition. Why do subs have to wait for six months to three years for basic things like Keyword Search? That's really the only thing missing that I am unhappy about, but it's such a basic thing. Why is TWC so in the dark and secret about doing updates and providing information to customers? Navigator could have something like a new cool feature every three months. But the techs don't tell us a thing. Why? Why can't we know what's going on and get some sort of timeline when new features are expected? I have been waiting for Keyword Search on Navigator for almost three YEARS! The biggest positive, is that I have found my division (Milwaukee, WI) to be very kind and helpful, WHEN I can get through to them. And I also like the kindness and willingness to offer the ability to extend discount deals to customers. The competition does not do that after the initial discount expires. unless you REALLY jump through a bunch of hoops to try to get to that point. The biggest areas for improvement on TWC is a better search engine for the guide, faster and more uniform responses for updates, and better communication upfront when maintenance is scheduled on the systems. Jack
	· actions · 2010-Jul-6 6:56 pm · (locked)
hobgoblin Sortof Agoblin Premium Member join:2001-11-25 Orchard Park, NY	hobgoblin Premium Member 2010-Jul-7 6:48 am "A simple voice-mail message to the customer that says, "TWC is going to be performing scheduled maintenance in your area between 4am-6am, would improve customer rapport so well. But so many times, I have seen that they don't do it." In most cases overnight work is completed without the knowledge of pretty much all of the subscriber base. Telling everyone about it achieves nothing other than confuse the hell out of people. Unfortunately on occasions things go wrong but you cant staff call centers for a code red scenario where everyone tries to call at the same time and max out all the available lines. Even if you sent a voice mail telling someone that maintenance was being performed between 4-6 that is not going to stop someone calling at 6.05 am. Hob
	· actions · 2010-Jul-7 6:48 am · (locked)
Happydude32 Premium Member join:2005-07-16	Happydude32 to Satch Premium Member 2010-Jul-7 9:11 pm to Satch Personally I'd love to see TW have a little more communication with their subscriber base. The Twitter thing and Untangled Blog are great but I like what they used to do with Road Runner giving the Network Status but they never kept it up to date. What I think would be really cool is for TW to have both an email list and Network Status page for TV, Phone and Broadband on a local/regional level. Seriously, it can't possibly that hard to keep it maintained once designed. As someone who used to work nights, if there's planned maintenance at 1AM, I'd appreciate knowing about it. Yeah I know there the argument, how can I check my email or a website if my internet is down, but with smartphones on the rise there's a huge window of opportunity to improve. People are more connected than ever. Even if it helps cut down only a small amount of phone calls I would think it would be worth it. Notices of software updates would be nice and along with a brief list of what the updates does. If It wasn't for this site and RV, I would have never known about dual live buffers being active now.
	· actions · 2010-Jul-7 9:11 pm · (locked)
ericn32 meh Premium Member join:2009-09-23 Costa Mesa, CA	ericn32 to xstunna841x Premium Member 2010-Jul-7 9:46 pm to xstunna841x Well, they certainly won't do any Cisco/Moto overlays, and ODN development for Motorola seems to have stalled. We are getting iGuide A28 for sure, though.
	· actions · 2010-Jul-7 9:46 pm · (locked)
hobgoblin Sortof Agoblin Premium Member join:2001-11-25 Orchard Park, NY	hobgoblin to Happydude32 Premium Member 2010-Jul-7 10:11 pm to Happydude32 Steve, A very small group of the customer base want to know about outages at 1 am in the morning. Setting up a system at the node level that would out-dial, Tweet, text, email or whatever customers would be a large costly and pretty fruitless thing to do. The hits on a network status page are negligible and while its useful to some it still does not save the amount of calls to make it worthwhile. Again most people do not know what a software update is. if you want to know you are in the right place. Most would not know a dual buffer if they sat on one. Hob
	· actions · 2010-Jul-7 10:11 pm · (locked)
twcsr join:2010-02-26 Chippewa Falls, WI	twcsr to cypherstream Member 2010-Jul-7 10:21 pm to cypherstream The call lines will always be jammed due to hundreds of questions which cannot be answered quickly - or there might not even be an answer. For instance, a sub calls in to find out why the lottery numbers were not ran on a station that morning. i do not know why and the answer is not in the database. This call might be 10 minutes or longer trying to calm down the sub and convince him or her that my supervisor doesn't have that information either. Or Happy Days is not shown at the usual time that day and again there is no suitable answer as to why KYWN changed the programming. These problems are very important to the subs and it is our job as CSR's to provide one call resolution. However when there is no resolution after spending several minutes searching every possible word combination, the sub is dissatisfied with Time Warner Cable. The next caller in line has a big crisis when all services are out and upset that they waited so long to reach a CSR. I am certainly not going to say, well Mrs S took up my time looking for the lottery numbers. That is rude and unprofessional as Mrs. S felt she had a major crisis since that is her daily entertainment. Hundreds of customers do not have a computer or internet to read Twitter or other updates - or to receive an email. Even if it was broadcast on tv, persons would not hear the entire message or misunderstand and call for assistance. We do our best to wrap up each call quickly and move on to the next customer, but if the call volume exceeds the number of staff on duty, there is going to be a wait time.
	· actions · 2010-Jul-7 10:21 pm · (locked)
Skull14225 Premium Member join:2008-04-03 Buffalo, NY	Skull14225 to cypherstream Premium Member 2010-Jul-9 2:43 pm to cypherstream Are these Cisco boxes available at the Lancaster or West Seneca office yet? I am thinking about upgrading...
	· actions · 2010-Jul-9 2:43 pm · (locked)
Happydude32 Premium Member join:2005-07-16	Happydude32 Premium Member 2010-Jul-10 7:38 pm Why not stop by and see or call. If you call tech support they should be able to put you on hold and contact the individual offices. I know a few people in Lancaster who exchanged their boxes when Navigator was first launched. Everyone was given Samsung boxes. After almost a week of Cisco, I was using the 8240HDC in the living room earlier today, and yeah the 8640HDC runs much smoother.
	· actions · 2010-Jul-10 7:38 pm · (locked)
Happydude32	Happydude32 to hobgoblin Premium Member 2010-Jul-10 8:16 pm to hobgoblin I'm not really asking for a node by node status report, just something that states what a typical phone recording would say but in email form or on a portion of the website. 'Customers in Irondequoit, Greece and Northern areas of the city of Rochester may experience some loss of digital cable service due to routine scheduled maintenance, service should be restored by X o'clock'. That's all I'm really asking for. I'm not a fan of keeping subscribers in the dark. Sure a notice about dual live buffers may confuse some people but for every person it confuses it will benefit a handful. These boxes are getting more and more advanced, and it would be nice if more people than just those technically inclined benefited from all they have to offer. I'm sure all this information is published somewhere at Time Warner internally, I'll I'm asking is to take it off the intranet and put it on the internet. As for are customer calls, if TW wants to continue to bring more advanced services to subscribers they better prepare themselves for increase in call volumes. Just imagine the calls when it comes to remote DVR or multiroom viewing.
	· actions · 2010-Jul-10 8:16 pm · (locked)
hobgoblin Sortof Agoblin Premium Member join:2001-11-25 Orchard Park, NY	hobgoblin Premium Member 2010-Jul-10 9:41 pm "'Customers in Irondequoit, Greece and Northern areas of the city of Rochester may experience some loss of digital cable service due to routine scheduled maintenance, service should be restored by X o'clock" Pointless unless it was broken out by node, with that sort of generic messaging you would be getting 3 or 4 of those a week. eventually those that do not understand scheduled maintenance would lose confidence in the network. To make it accurate it has to be done by node. "I'm sure all this information is published somewhere at Time Warner internally, I'll I'm asking is to take it off the intranet and put it on the internet." It would mean very little to anyone if it was in the form that its in, to clean it up and make it worthwhile and readable for an average customer would be time consuming, expensive and I really don't think it would be read by enough to make that effort worthwhile. "if TW wants to continue to bring more advanced services to subscribers they better prepare themselves for increase in call volumes. Just imagine the calls when it comes to remote DVR or multiroom viewing." Thanks for the advice, many of us have a lot of experience in managing call volume. Hob
	· actions · 2010-Jul-10 9:41 pm · (locked)
Satch join:2009-11-25	Satch Member 2010-Jul-11 2:52 am said by hobgoblin: "'Customers in Irondequoit, Greece and Northern areas of the city of Rochester may experience some loss of digital cable service due to routine scheduled maintenance, service should be restored by X o'clock" Pointless unless it was broken out by node, with that sort of generic messaging you would be getting 3 or 4 of those a week. eventually those that do not understand scheduled maintenance would lose confidence in the network. To make it accurate it has to be done by node. "I'm sure all this information is published somewhere at Time Warner internally, I'll I'm asking is to take it off the intranet and put it on the internet." It would mean very little to anyone if it was in the form that its in, to clean it up and make it worthwhile and readable for an average customer would be time consuming, expensive and I really don't think it would be read by enough to make that effort worthwhile. "if TW wants to continue to bring more advanced services to subscribers they better prepare themselves for increase in call volumes. Just imagine the calls when it comes to remote DVR or multiroom viewing." Thanks for the advice, many of us have a lot of experience in managing call volume. Hob I don't know the answer, But right now when the line is busy, and your Internet is down, there's nothing you can do. And there needs to be some sort of back-up system in place. No, they can't plan for "Code Red" type breakdowns, but I have to agree with Steve. Some sort of system in place that says, "We will be working in________(area) from ________(time) to__________ (time.) Service should be restored by_________ (time.) Sorry for any inconvenience." The problem is when you can't get through any way at all, you can't know if they are doing something on their end or if your box is dying. We had to call a neighbor to see if her cable was out who lives in the same node. (and she was out too.) Several times, they do publish voice-mails for updates and responses for updates and maintenance, but not often enough. For people paying $90-$300 a month, I look at this more of a common courtousy approach. At least than with a system in place for telling customers, they could be PO and know why, as opposed to PO and wondering, "What are they doing now? I'm sick of this crap, missed my show, and don't know why." As a cable subscriber, what method would you prefer? Jack
	· actions · 2010-Jul-11 2:52 am · (locked)
hobgoblin Sortof Agoblin Premium Member join:2001-11-25 Orchard Park, NY	hobgoblin Premium Member 2010-Jul-12 12:15 pm I'd reply to Satch but that would take this thread totally off topic, if the mods moved this piece to a separate thread I will reply. Hob
	· actions · 2010-Jul-12 12:15 pm · (locked)
Satch join:2009-11-25	Satch Member 2010-Jul-12 3:59 pm said by hobgoblin: I'd reply to Satch but that would take this thread totally off topic, if the mods moved this piece to a separate thread I will reply. Hob Thanks Hob, Actually. although I am not 100% posititve, that recent outage that we had might have been due to TWC adding the new 3D channels. Jack
	· actions · 2010-Jul-12 3:59 pm · (locked)
rv65 Premium Member join:2008-08-02 USA!!!!	rv65 to cypherstream Premium Member 2010-Jul-12 7:08 pm to cypherstream Hawaii will eventually dump SARA for Navigator, but no timeframe is set in place. It's a rumor, but it's possible. Probably next year or the end of this year.
	· actions · 2010-Jul-12 7:08 pm · (locked)
Del_Gue join:2001-10-03 Lancaster, OH	Del_Gue to rv65 Member 2010-Jul-13 12:32 pm to rv65 said by rv65: All of Southern CA that use SA equipment, yes. San Diego still has Samsung boxes left over, but Cisco is trickling in. Techs are saying that the Samsungs are too buggy, but the Cisco's aren't perfect. Our local HD forum has a few users who have the 8640HDC. The Cisco 8642HDC and 4642HDC are also rumored to be in development. I think Cisco boxes could be deployed Nationwide, and yes TWC is trying to consolidate into regions, East and West. East is also ordering Cisco boxes. The 8642HDC and 4642HDC are for MR-DVR which requires a tech to come to your house to install a MoCA filter. We are one of the few divisions to get new ODN updates, before anyone else. San Diego also operates Desert Cities which is the Palm Springs/Coachella Valley area and Barstow; however a small portion of San Diego used to be run by Adelphia and they used Motorola equipment. No plans to replace the Moto boxes with SA units. There are overlay systems, but it's just not worth it to swap all those boxes for brand new Cisco boxes. I had a problem with my Samsung 3090 and turned it in for a replacement. I wanted another Sammy since I installed a bigger hard drive in it (the 320GB Segate Pipeline) and I wanted to keep what I had recorded. No luck because TW isn't even refurbing the Samsungs and they are just phasing them out. The local office only had the older refurbed SA8300HD units with smaller 160GB HDs. They have only been given a couple of the new Cisco boxes and they were long gone. So I think you are correct that the Cisco's will be deployed nationally. However it's my understanding that the Cisco 8640 still suffers from the major bug when using the HDMI connection. If you have your box set to 720p or 1080i resolution and either shut off the box or change your TV to another HDMI input, it will reset to 480. Side note: I am not that unhappy with the replacement 8300 and I had used one previously. However it is not a strong unit as it was unable to receive about half of the HD channels. The TW tech claimed I was on the end of a run and my signal was borderline. But the old Samsung never had a problem and neither does my other box, the SA 4240HDC. The tech installed an amplifier for just the tv where the 8300 was located.
	· actions · 2010-Jul-13 12:32 pm · (locked)
rv65 Premium Member join:2008-08-02 USA!!!!	rv65 Premium Member 2010-Jul-13 12:42 pm Cisco fixed the 8640 and 4640 HDMI issues in ODN v3.2.0_15 which came with an updated HDMI driver in the RTOS.
	· actions · 2010-Jul-13 12:42 pm · (locked)
rv65	rv65 to cypherstream Premium Member 2010-Jul-13 12:46 pm to cypherstream A lot of the divisions with Cisco boxes have ODN v3.2.0_15 which also adds a few features, but ODN v4.0 is probably going to be their new release for new features. It might enable some bugs, but the bugs can actually be caused by the RTOS and the middleware, and not the guide app itself. The guide runs as an application on these things and not an integrated OS. It's easy to confuse Navigator as an OS, but it clearly isn't. There is an RTOS somewhere. Samsung boxes use a proprietary version of Linux, like Motorola boxes, and any STB that typically uses a broadcom chip. Motorola uses Broadcom for their STB chips and so does Samsung. Cisco/SA use PowerTV which is a proprietary OS. Hope this helps.
	· actions · 2010-Jul-13 12:46 pm · (locked)
swintec Premium Member join:2003-12-19 Alfred, ME	swintec to cypherstream Premium Member 2010-Jul-13 12:52 pm to cypherstream TW New England got a box upgrade last night that took my 4250HDC offline for a good hour or so. Seem to be running ODN 3_2_0_15 now, but under that it has ODN_3_1_3_3 listed as well, this is from the XAIT screen of the diagnostic screen since I cant remember where to find the page that I viewed before. What is the short cut for the screen to show this? Since I do not have a DVR, will this version help me at all or is it only going to slow things down more? It has gotten to the point now that i can cook an egg on the top of this thing with how hot it gets.
	· actions · 2010-Jul-13 12:52 pm · (locked)
rv65 Premium Member join:2008-08-02 USA!!!!	rv65 Premium Member 2010-Jul-13 4:49 pm Most of the features in that version are DVR oriented, but there are some bug fixes in that version.
	· actions · 2010-Jul-13 4:49 pm · (locked)
rv65	rv65 to cypherstream Premium Member 2010-Jul-14 12:37 am to cypherstream TWC is trying to push all remaining SARA divisions to convert to Navigator, and yes this includes Hawaii. All SARA divisions are getting ODN v3.1.3_3 which is pretty stable, though v3.2.0_15 works pretty well. All SARA divisions will upgrade to ODN v3.2, not long after they convert to ODN. MDN is still being supported and techs aren't allowed to name their favorite box types. TWC is trying to get every division to be on the same version, which is their plan. Though for now Charlotte will be getting ODN v4.0 in a few months.
	· actions · 2010-Jul-14 12:37 am · (locked)
rv65	rv65 to cypherstream Premium Member 2010-Jul-15 2:33 pm to cypherstream TWC does want subscribers on the latest modem, and they yes there are people with ancient Pioneer and SA 2000 boxes still running. Those boxes are still too slow, yet people still use them. I have the new Cisco 4640HDC and it's ok, and I haven't had too many issues. The baby blue display takes some gettin used to, but it's fine. I wished it had a bright blue LED like the Samsung boxes . It's not bad and San Diego does have Cisco boxes. The DVR at the Ware Ct. facility is a Cisco 8640HDC, and they try to have the latest box at my local payment center. They once had a 8300HD MR which is a rare box that had SA's failed attempt at multiroom, which never got deployed here.
	· actions · 2010-Jul-15 2:33 pm · (locked)
rv65	rv65 to cypherstream Premium Member 2010-Jul-16 1:17 am to cypherstream Charlotte is now offering the Signature Home package for $180 and it includes 2 MR-DVR's, Wideband 50/5 internet, Unlimited phone, special support, and enhanced repair service. They will treat you much better, and this service even promises 60-90 minute repair time. You can have more than 1 MR-DVR and of course you have to pay an extra $7 to $8 to for an HD box. The MR-DVR service requires a truck roll and you can expand the HDD on it via eSATA. No word on what box the MR-DVR is but the Cisco 8642HDC and the Motorola DCX is a likely choice. TWC has shown MR-DVR technology on both Motorola and Cisco. A recent Cable show video on my systems local VOD channel showed the Moto boxes, and Motorola knows a thing or two on making boxes.
	· actions · 2010-Jul-16 1:17 am · (locked)
rv65	rv65 to cypherstream Premium Member 2010-Jul-16 3:02 pm to cypherstream The Cisco 4640HDC has a mind of it's own in regards to VOD. It tried to reboot when browsing through the VOD menu's. It also won't stop the program. It tries to restart, or if you're done, it also tries to restart the program. Changing the channel up, somewhat fixes it, but this bug needs to be fixed. If they have to temporarily stop deploying Cisco boxes, then so be it. I bet it will get fixed soon though.
	· actions · 2010-Jul-16 3:02 pm · (locked)
Satch join:2009-11-25	Satch Member 2010-Jul-16 7:21 pm said by rv65: The Cisco 4640HDC has a mind of it's own in regards to VOD. It tried to reboot when browsing through the VOD menu's. It also won't stop the program. It tries to restart, or if you're done, it also tries to restart the program. Changing the channel up, somewhat fixes it, but this bug needs to be fixed. If they have to temporarily stop deploying Cisco boxes, then so be it. I bet it will get fixed soon though. This sounds like an easy patch job for the Cisco boxes. Is this Navigator ODN 3.2? Jack
	· actions · 2010-Jul-16 7:21 pm · (locked)
rv65 Premium Member join:2008-08-02 USA!!!!	rv65 to cypherstream Premium Member 2010-Jul-16 8:22 pm to cypherstream Yep ODN v3.2.0_15.
	· actions · 2010-Jul-16 8:22 pm · (locked)
rv65	rv65 to cypherstream Premium Member 2010-Jul-17 7:17 pm to cypherstream One guy in Charlotte got SignatureHome and got 2 Cisco 8642HDC DVR's with 500 GB HDD's. The Whole House DVR's require 2 filters to be installed, so that the signal cannot be sent into the cable network. TWC isn't using the SMC or Cisco modems, and instead they are using a Motorola Modem/Router combo, and yes you can disable the modems built in router, if you prefer to use your own router.
	· actions · 2010-Jul-17 7:17 pm · (locked)

[TWC] Time Warner Navigator - Time Warner Cable - Legacy (2024)

Re: [TWC] Time Warner Navigator