TWC and Tuning Adapters

[vixyswillie]

Same response from TWC for me - see below. My FCC complaint is going out in Monday's mail - with weekly repeats until this problem is resolved. This is insane.

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Thank-you for writing Time Warner Cable.

I apologize for the inconvenience. At this time, there is no actual date for the tuning adapters, due to the change in date for the DTV transition. I am awaiting word from my superiors, in regards to when the adapters will become available. Once I receive notice that the adapters are ready, I will send an email to you to let you know they are available.

Again, Thank-you for writing Time Warner Cable.

Consumer Contact Team

[LoadStar]

Same response from TWC for me - see below. My FCC complaint is going out in Monday's mail - with weekly repeats until this problem is resolved. This is insane.

--

Thank-you for writing Time Warner Cable.

I apologize for the inconvenience. At this time, there is no actual date for the tuning adapters, due to the change in date for the DTV transition. I am awaiting word from my superiors, in regards to when the adapters will become available. Once I receive notice that the adapters are ready, I will send an email to you to let you know they are available.

Again, Thank-you for writing Time Warner Cable.

Consumer Contact Team

What the *%@# does the change in the date for analog OTA termination have to do with digital cable tuning resolvers? They're not even TRYING to come up with real excuses anymore, are they?

If I got a response like that, I'd be raising holy hell with everyone I could reach at TWC. To me, it's pretty blatant that this is a deliberate effort to continue to offer reduced services to those with CableCards.

My suggestion: not only do the FCC complaint, but start an EECB (Executive Email Carpet Bomb) as well.

[vixyswillie]

My suggestion: not only do the FCC complaint, but start an EECB (Executive Email Carpet Bomb) as well.

Excellent suggestion. For those (like myself ) who didn't know what an EECB even was - much less how to do one - here's a link that's pretty informative:

How To Launch An Executive Email Carpet Bomb

If anyone comes up with the exec list and corporate email format for TWC, please post here so we can all share.

Also - does anyone have a link to the specific FCC regulation that mandates cable company compliance with making cable cards available to its customers? I think the specific regulation would be helpful to include.

IMPORTANT NOTE: Be sure to read the Wisconsin laws governing email spam and abide by them before sending any unsolicited messages to Time Warner executives. Any attempt to conceal your identity or to use threatening or harassing language is expressly prohibited in the Wisconsin statutes.[/COLOR]

[vixyswillie]

OK - finding a list of the 24 current execs wasn't a problem. Here's the link:

TWC Management Overview

And - according to the comments posted at this link, the email format for Glenn Britt (President and CEO of Time Warner) and others is firstname DOT lastname AT twcable DOT com.

Can't hurt to give this a try and see if it has any effect.

[vixyswillie]

The FCC regulation that requires cable companies to allow non-cable company provided devices to access their networks (e.g., CableCARD) is the Telecommunications Act of 1996, specifically, Section 629.

More information is available here.

Hope this helps everyone.

[spolebitski]

Just sent the following email to Time Warner Milwaukee. Others - please join in. Their email address is timewarnerwi AT twcable.com

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I am writing again to inquire of the status of cable card availability that will allow TWC subscribers to view Switched Digital Video channels with their Tivo products. As you are well aware, we have been paying for these non-viewable channels since Switched Digital Video was rolled out in the Milwaukee market. As you are also well aware, the FCC requires cable companies to provide these cards as an alternative to set top boxes, so all subscribers may access their full complement of channels.

The last time I wrote to you, you said that February 15, 2009 would be the date the cable cards would be available at the Mayfair Mall Milwaukee location. Will the cards be available tomorrow, as promised?

If not, there is a contingent of Milwaukee area Time Warner Customers who are prepared to file formal complaints with the FCC for Time Warner's continued violation of the requirement to provide these cards to their consumers. The thought that a company would continue to require its customers to pay for services they are not receiving is not only absurd, it is unconscionable.

Please advise – thank you.

So is the issue not being able to get cable cards or a tuning adapter?  I had no problem getting cable cards but a tuning adapter has been impossible to get.

[vixyswillie]

Yes - my bad. It's the tuning adapter that's needed - and not being provided.

I have an email I'm going to be sending to the TW execs this week, in addition to my complaint to the FCC, asking that this matter be investigated and resolved.

[BlueOtto]

I filled out the online FCC complaint web form with the following comments given:

The Telecommunications Act of 1996 requires cable companies to allow non cable company provided devices to access their networks.  Since September 2008, Time Warner has made use of SDV (Switched Digital Video).  To allow other devices, such as Tivo, to access SDV channels Time Warner needs to provide a "Tuning Adapter".  Tivo has been ready for this change since early 2008.  Time Warner has made several promises to me that the Tuning Adapter would be coming soon, first saying in the next month or two, then by the end of 2008, and then in the next few weeks -- but it is February now and it is still not released.  Many channels are unavailable without the Tuning Adapter - a violation of the Telecommunications Act of 1996.  They also refuse to refund or discount any cost for the missing channels.  I would like the FCC to hold Time Warner to the requirements in the Telecommunications Act.  Thank-you.

[BlueOtto]

Is this the type of story that the local news would like to investigate and report on (like "4 On Your Side") -- consumer protection story?  A little bad local press might get their attention??  Just an idea.

[vixyswillie]

I agree that this is a great idea - but think we should give the TW execs a chance to respond to our concerns first. If none of us have been able to make any headway with our local customer support reps and their superiors, then it's time to move our concerns further up the food chain.

I wrote an email draft I intend to send to the exec list I posted yesterday, which ironically includes a similar comment. I'll post the text of the email here when I get home tonight, in case anyone wishes to follow the same process.

[spolebitski]

I agree that this is a great idea - but think we should give the TW execs a chance to respond to our concerns first. If none of us have been able to make any headway with our local customer support reps and their superiors, then it's time to move our concerns further up the food chain.

I wrote an email draft I intend to send to the exec list I posted yesterday, which ironically includes a similar comment. I'll post the text of the email here when I get home tonight, in case anyone wishes to follow the same process.

Please post your text I will send it from my TWC email.

[vixyswillie]

Please post your text I will send it from my TWC email.

Happy to do that. Look for it later this evening.

[vixyswillie]

Here's the text of my email for those who would like to use all or part of it. Hope it helps.

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February 16, 2009

NAME
TITLE

Please pardon this unsolicited request, but as cable subscribers in Southeast Wisconsin whose pleas continue to go unheard, we are hoping that you can assist.

As you know, Section 629 of the Telecommunications Act of 1996 requires cable companies to allow non-cable company provided devices to access their networks. This requirement facilitated the development of CableCARDS, in both S-card (or "single stream") and M-card (or "multiple stream") device types. CableCARD devices are standard equipment on many high definition TVs and digital video recording devices (such as Tivo).

Prior to the rollout of Switched Digital Video in the Milwaukee, Wisconsin market, we were extremely pleased with the responsiveness and support of Time Warner Cable. We are Tivo users and were absolutely delighted with the services we were able to access with the two S-card devices that were installed by our local Time Warner technicians.

When Time Warner Milwaukee began experimenting with Switched Digital Video in September 2008, our installed S-cards no longer allowed us to access some of the high definition channels we were paying for as a part of our subscription package. Because of the nature of the S-card devices, any channel being broadcast using Switched Digital Video was simply not viewable.

We have pleaded with Time Warner to either (1) provide tuning adapters that are compatible with Switched Digital Video technology and allow us to view these channels, or (2) provide us with a credit on our monthly bill for the channels we cannot view until development and rollout of the tuning adapters is accomplished. Our inquiries have been responded to in a polite and timely fashion, but all have contained anticipated dates of availability for the tuners that have come and gone. Our most recent request for assistance was met with the following reply:

"Thank-you for writing Time Warner Cable. I apologize for the inconvenience. At this time, there is no actual date for the tuning adapters, due to the change in date for the DTV transition. I am awaiting word from my superiors, in regards to when the adapters will become available. Once I receive notice that the adapters are ready, I will send an email to you to let you know they are available. Again, Thank-you for writing Time Warner Cable. Consumer Contact Team." (inquiry reference #___)

My wife and I have been loyal subscribers of Time Warner Cable for years, have paid every bill in a timely fashion and are forced to continue to pay for services we do not receive. Given the latest response from Time Warner Customer Support, it appears that there is no anticipated date for the resolution of this matter. We are left to consider other means to redress our concerns, including filing formal complaints with the FCC and contacting local media sources to raise public awareness of these fraudulent practices.

We trust that we will not need to resort to these methods in order for our voices to be heard. We implore you to order a full investigation into this matter so the current situation may be swiftly resolved. The thought that any company would continue to require its customers to pay for services they are not receiving is not only absurd, it is unconscionable and unethical.

Thank you, in advance, for your response and action.

[TiVo HD XL]

I like this idea. If someone is willing to contact Fox 6 or 4 on your side that would be great. Shine the light on them and that may give them the impetus to start getting these devices out.

Is this the type of story that the local news would like to investigate and report on (like "4 On Your Side") -- consumer protection story?  A little bad local press might get their attention??  Just an idea.

[spolebitski]

The following email address are valid (I used the firstname.lastname@twcable.com - these were replies that they opened the message)

tom.mathews@twcable.com
landel.hobbs@twcable.com
barry.rosenblum@twcable.com
ellen.east@twcable.com
carl.rossetti@twcable.com
stephen.pagano@twcable.com
peter.stern@twcable.com
joan.gillman@twcable.com
gail.mackinnon@twcable.com