Forum Discussion

PJL1520's avatar
PJL1520
New Contributor II
2 years ago

Tuning Adapter (High-Split) Converter Problem

I have a TV ROAMIO that has been used without problems with a tuning adapter for 9 years.  

A few months ago I was sent a new High Split Converter (HSC-1-H) and I installed it and it worked without issue for 2 months.

At 2 am a week ago, I could not receive any channels.

When I unplugged the HSC tuning adapter - everything returned to normal.

I replaced the Cable Card - no effect

A COX tech spent 2 hours in my house and was unable to find the problem.    He verified that all my wiring, splitters, and signals to the unit were fine.     He replaced all the cable and splitters.

I replaced with TIVO with a new ROAMIO - No change -  Nothing will work once I plug in the Tuning Adapter.

COX sent me a new Tuning Adapter (HSC) and everything worked for about 24 hours - then, once again at 2 am - the problem returned.   No channels unless I unplug the tuning adapter.   

I have changed all the USB cables, twice, changed every component in the system, twice, and watched the COX tech work on the problem for 2 hours - Nothing.  

I have an open support ticket, but no one ever updates the status.   

Any suggestions?   Firmware updates?

 

 

 

 

 

  • LongTime_TIVO_U's avatar
    LongTime_TIVO_U
    Contributor
    12 months ago

    Sometime in the last 48 hours both of my TA's were updated to the firmware mentioned in the body of this thread.  The new firmware solved the problem with the TIVO Roamio without causing any problme with my TIVO Edge.

  • davephx's avatar
    davephx
    New Contributor II
    7 months ago

    I had a very great Cox tech at my home about a week ago who installed the Vecima HSC Tuning Adapter in Phoenix to my TIVO Edge after the 3rd party tech sent prior day but they do not have access to the Vecima. 

    The Cox tech was determined to get it to work on phone with his expert who knew TIVO etc.   Tried both ways of connecting, confirmed cablecard was right MAC etc etc. Was here for over 2 hours determined to get it working. 

    Conclusion was that the Vecima needed a firmware update which his expert said could take up to 48 hours.  Cox tech said he would call me the next day to see if working.

    Tech called a VOLA! it works!!!  It was the firmware update that was needed on the Vecima the tech picked up from his supply - and he said was the last one.

    Note the lower channels worked fine but not some of the higher channels which probably makes sense, although some worked.   Now all works.

    Backstory This may have been posted here on different threads but in Phoenix (or myself and others - on the TIVO forum) got notices had to update a device (didn't way what) and order within a few weeks or would lose service in I believe July.   I do things immediately.  

    When I did the chat thing I explained the letter but the person obviously had no clue.  Insisted they would sent out 3 new "boxes" (I have Edge and two Minis) and would cost $13 (not sure if monthly or one-time and the letter said "no cost upgrade".   I later talked by phone to tech support and they were unable by the codes to see what the outside contactor tech was going to install.  He suggested let them bring whatever those "boxes" are but don't let them touch anything not TIVO related i.e. not contour boxes.

    The outside contractor tech had no clue even looked up if they had access to Vecima products and they only had for commercial use not residential.

     Called cox tech support and knew exactly what I needed and had to be a cox tech to install.   And cox tech as described above was great.

    For info the high split allows more channels and some report higher upload speeds (not sure if correct).  The Vecima converts the higher 300+Mhz high split down to the 140Mhz range so the current cable cards can work since they will not receive the higher freq signals.

     

    • Roamio_Edge's avatar
      Roamio_Edge
      New Contributor
      7 months ago

      I hope I have an easier time. We got the vague email about ordering new equipment for the July 24th software update. Oliver chat was pretty useless, just sending me to the Cox store. I'll try that tomorrow.

      I have been using the Cisco TA's with my Edge and Roamio, but was aware the Vecima was coming sooner or later. I guess that is now. 

      Do we know what the working version number of the Vecima software is?

  • MariaL's avatar
    MariaL
    Moderator
    2 years ago

    Hello PJL1520,

     

    We would be happy to investigate this issue and get an update on your support ticket. Please email our team at Cox.Help@cox.com. Be sure to include your full name, complete address, and this post.

     

    Maria 

    Cox Support Forum Moderator

  • bryaninphx's avatar
    bryaninphx
    Valued Contributor
    2 years ago

    From Julian,

    This issue has already been escalated to our field team for a resolution. The manager who oversees the operations for our plant maintenance in your area reached out yesterday evening to our office and explained they are aware and were still investigating.

    Cox also has a major problem with my node. So I have a lot of issues going on. But my node issue is not the problem with my Tuning Adapters.

    Hope this helps. Bryan 

     

    • PJL1520's avatar
      PJL1520
      New Contributor II
      2 years ago

      OK.....I will wait for someone to contact me.   

  • bryaninphx's avatar
    bryaninphx
    Valued Contributor
    2 years ago

    I plugged in a Tuning Adapter today, Just to see if it was working yet. 
    No, it isn't 

    Actually, my Cox Internet was down all day, from 7am until 6pm
    That is becoming the norm for me. It is down almost everyday for minutes to 12 hours.
    I'm switching to either Verizon 5G or T-Mobile, These issues (I've been told by a Cox DOCSIS Engineer) will not be fixed until next July 2024, when Cox is going to split my node.

    Very SAD, Very POOR service, Cox Corporate does not give a S#IT...

    • LisaH's avatar
      LisaH
      Moderator
      2 years ago

      Hi Bryaninphx.  I understand the importance of having reliable service and I am sorry that you continue to have an issues with your service. If I can be of any help, please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator

      • bryaninphx's avatar
        bryaninphx
        Valued Contributor
        2 years ago

        I don't have Twitter. Or X !!!!

        I have great upper level contacts at Cox. They just can't make the big decisions to fix the node problems. I've been told there are line techs working on the node almost everyday. So it's just a waiting game. Or until I switch providers.

  • bryaninphx's avatar
    bryaninphx
    Valued Contributor
    2 years ago

    No resolution yet,
    Cox is blaming a TiVo SW Update...
    Strange, I'm still running the old TiVo Quattro SW (Experience 3) that hasnt been updated in years.
    So....No... A TiVo SW Update is NOT causing this. Period.

     

    • bryaninphx's avatar
      bryaninphx
      Valued Contributor
      2 years ago

      I am supposedly getting a Firware Update to my Vecima TAs tomorrow, Friday Nov 10th.
      Just me and a few others are going to be the Beta testers.
      We'll see. No NDA was mentoned so I'll post here if it happens.

      • LongTime_TIVO_U's avatar
        LongTime_TIVO_U
        Contributor
        2 years ago

        That is great news.  Cox is moving at light speed compared with the problems on the Cisco Tuning Adaptors.

        Keep us posted if you can.

        Thanks.

  • PJL1520's avatar
    PJL1520
    New Contributor II
    2 years ago

    Well.    Cox better get it figured out.   I have a 30 day trial with YouTube TV that requires neither.     I agree,  this isn't a TiVo problem.  

    • TiffanyR's avatar
      TiffanyR
      Former Moderator
      2 years ago

      Hello PJL1520, 

      I am so sorry that you continue to experience tuning adapter issues. This is still escalated, and we are still working to resolve it. The executive escalation team is monitoring the progress and noted that they will contact you once there is an update. I apologize for how this has impacted you. 

      • LongTime_TIVO_U's avatar
        LongTime_TIVO_U
        Contributor
        2 years ago

        Same issue in Scottsdale.  All cable service went down early morning on 11/8.  Down for about 2 hours.  Internet came back.  Both TIVOs remained down, a new Edge and an old Romaio.  Rebooting the Edge and its TA brought things back.  No amount of rebooting on the Romaio brings things back.

        Rarely, the Romaio will connect with the TA and then complain about too few tuners.  Further it refuses to tune to any channls.  Ultimately it will crash and reboot.  Best to just pull the USB cable out of the Romaio and allow it the run TA free.

        Both the Edge and the Roamaio have been running with the new TA's for several months problem free.  Since the outage on 11/8 the Edge came back up but the Romaio will not work with the TA.

        Smells like a firmware issue in the TA to me.

  • bryaninphx's avatar
    bryaninphx
    Valued Contributor
    2 years ago

    Thanks Cox, I missed this episode because the Tuning Adapters aren't working!!!!!!!

     

    • TiffanyR's avatar
      TiffanyR
      Former Moderator
      2 years ago

      Hello Bryaninphx, 

      I am sorry that you missed last night's episode because of the tuning adapter issue. There is a known issue affecting some of our customers with tuning adapters that we are aware of and working to resolve. I understand how frustrating it would be to miss one of your favorite shows. I did find that the full episode is available to view at https://www.bbcamerica.com/shows/the-graham-norton-show/episodes/season-31-episode-6--1065024, so that you can stay caught up until the known issue has been resolved. 

  • LongTime_TIVO_U's avatar
    LongTime_TIVO_U
    Contributor
    2 years ago

    Cox tells me this problem has been solved.  Ticket closed.  No info in the ticket as to what was done.  But my Roamio still goes nuts every time I plug in the TA.  My Edge is good.  Firmware version (?) in the edge TA shown below.  Firmware in the Roamio TA is unknown since the Roamio can't talk to it.

    eCM Version: BFC5.7.1mp4_20230116
    eTR Version: 1.7.0
    rootfs Version: jenkins-20230317
    eTR OUI: 001848
    SN15: 28230207000140

    Others here with Roamio boxes see a solution?  Any reports on what the latest firmware for the TA is?

    • bryaninphx's avatar
      bryaninphx
      Valued Contributor
      2 years ago

      Only a small number of customers have received the new firmware for testing.

      It has not been distributed to the general public yet.

    • PJL1520's avatar
      PJL1520
      New Contributor II
      2 years ago

      No change here in San Diego.  ROAMIO still not working.