We will continue to stay on top of the Time Warner Cable story even though the company refuses to answer our questions and your questions about DVR problems. The problems are well documented and are happening in more than just the KC area. The DVR Navigator issues prompted the City Council in Lincoln, Nebraska, to hold special meetings on the issue.
While the concerns have not reached that level here in KC, I have repeatedly heard from upset customers about the problems they're experiencing with their DVR. The biggest frustration seems to be the lack of a response from Time Warner. I've been asked over and over why they released the Navigator software here in KC, if they knew it was causing problems in other markets. It's a question we tried to get Time Warner to answer.
Like every story, we do our research and then call the corporation. When I called Time Warner Cable's local spokesman, he eloquently spoke about the Navigator issue. He told me there were lots of internal tests with Navigator before rolling it out. In fact, Time Warner's own employees tested the software. The spokesman said the errors and glitches were fixed. We were told Time Warner is in the refining stage with Navigator and it was actively making upgrades and patches. It was explained to me that this should be thought of like a computer. Computers always need upgrades and patches to address issues. This is no different.
Time Warner told me there are forty to forty-five boxes in use throughout the metro. They all look the same to the consumer but they are internally different. The trouble is, that means you have to make a different patch for each one. For Time Warner, that was half the problem as it was explained to me.
But, Time Warner also talked about the exciting new features of the software that was installed on boxes. The A button Access key was touted. Caller ID on TV is now an option.
Time Warner's spokesman told me he is well aware of the complaints, and that the complaints are an important component to troubleshooting these problems. But, while there are complaints they are seeing positive responses as well. The message from the local spokesman was be patient and stick it out. Time Warner said Navigator problems are their daily focus until they find permanent fixes.
After that brief quesetion and answer conversation with the local spokesman, I aksed for an on-camera interview. We set up a time and a date and I hung up feeling like we finally were making progress. After all, we've been reporting on DVR problems since last summer. There have been many issues -- the Navigator issues are just the most recent problem. But, this was the first time the company was willing to address the questions. I was excited that KC would finally get some answers.
Then, my phone rang again. This time, the spokesman explained that Time Warner Cable's corporate office did not think an on-camera interview was the best idea. He would have to cancel our appointment. I was told that the issues are so specific and technical, there was concern that Time Warner would not be able to address the issues on camera. I tried several times to get Time Warner to talk on camera, and they refused.
Instead, I was told coproate Time Warner Cable wanted the questions in writing. I decided it was in our viewers best interest to provide a set of written questions. Time Warner Cable is one of the biggest -- if not the biggest - cable provider in our area. Our viewers, their customers deserved answers. So, we supplied a list of questions that addressed the issues and the steps they were taking to fix the issues.
Then, I got this response:
"Im pleased to report that the issues you addressed in your questions have been fully resolved. Should anyone experience issues along those lines, they have a service issue with either their signal or cable box that requires a service call. Thank you."
I immediately sent another email asking how they were sure the issues were fixed this time, and how they suddenly found a fix that they couldn't find for the last few months. I never did get a response.
So, I called the corporate headquarters. My phone calls have also not been returned by the corporation.
Feel free to share your thoughts.
UPDATE 7/23/08
From emails from viewers....
I have the same issue, but I don't have the DVR box. I just have the Digital Cable box/service. Mine reboots 5-10 times a week. Thanks for running this story so I know what the true issue is!!!
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Jenn,
I saw the end of your segment on the Time Warner issue Call for Action dated 7/22/08. If this involves the Navigator issue I have had many. As a paying customer it is very frustrating with the issues listed below:
-A few channels have no sound
-When switching to the menu guide there is a very long delay
-There are times when the whole system just resets and takes a few minutes to recycle.
-Also some channels are in Spanish, and they should not be.
I am not sure this is the issue that you were talking about but I did want to state my concern about what I have been experiencing.
I live in Edwardsville, KS and this has been happening for more than 3 months now. Feel free to post this on your blog as I was not able to post any comments. Thanks and have a great day! J
Regards,
Joe Bates.
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I was just watching your segment on Time Warner Cable about the boxes re-booting all of the time. Just as you were about to say several top executives have lost their job's, my cable box went out! What are the chances of that happening! It is still trying to re-boot now.
We did make a call to the company about this and we were told that the system re-boots every night to update info.
Thanks for the segment!
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