Cox O.C. will be first to test TiVo adapters from Motorola
September 2nd, 2009, 1:23 am · 25 Comments · posted by Tamara Chuang, a.k.a. The Gadgetress
Some local Cox subscribers got a nasty surprise when the cable provider unleashed a slew of new HD channels last month: They couldn’t view them.
That was the case of reader Lori Belski, a Cox customer and TiVo user who wrote to me voicing frustration with Cox’s lack of customer service about her issue.
What happened is that Cox is using a different technology to offer the new HD channels. The “switched digital video” technology turns content into on-demand channels so instead of a regular broadcast stream, the stream starts only at the customer’s request. Once requested, these “switched” channels should appear as normal channels. Most Cox subscribers probably didn’t notice the difference because Cox’s equipment can handle the two-way communication needed.
TiVo boxes equipped with special Cox CableCARDs, however, cannot. CableCARDs are one-way communicators and need an adapter to make requests. Cox currently offers no adapters.
Well, there’s good news and bad news.
The bad news is that there are still no TiVo adapters available.
The good news is that Cox is working with Motorola to develop an adapter and Cox customers in Orange County will be the first in the nation to test the equipment, said Lana Ong, a Cox spokesperson.
“Our current plan is to begin beta-testing the product in September and launch to Cox customers free of charge once testing is complete,” Ong said.
The adapter will allow TiVo Series 3, TiVo HD and TiVo HD XL can tune to access all new channels and on-demand content. Other TiVo tuning adapters look like this:
Switched digital is being implemented by cable TV companies nationwide because it’s a way to squeeze more TV shows in the existing cable pipe running to customer homes. Elsewhere in Orange County, Time Warner Cable plans to add switched video technology but as of last month has not implemented the service in Orange County. It did begin testing in part of the San Fernando Valley. The company has a special page dedicated to the topic.
Some support tips from TiVo:
- Switched Digital Video – Will it impact you?
- How to install a Tuning Adapter for switched digital video
- Tuning adapter troubleshooting
Earlier stories about Cox cable:
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How can you volunteer to beta test???
Cox customers with CableCARDs will be notified as soon as the adapters are ready. I’m hoping someone from Cox is reading this and taking notes…
While we’re at it, can we pester Cox to stop blocking the ports on their DVR boxes so I can add an expander? Other cable companies, Dish, etc. allow it. 120-160GB HDDs are way too small nowadays.
agreed!
Ditto! I’m thinking about switching to TiVo mainly for this reason. Cable companies weren’t keen on this before but maybe they’ve changed their mind. Let me find out…
I’m in Irvine and when Cox added the new HD channels, I had major issues with the channels just being black screens, content freezing, DVR malfunctions, and general non-functionality. I have had an overall negative experience with Cox and can usually figure out what is wrong with the service before even calling customer service/tech support.
However, after the new HD channels were added, I called and spoke to a “Victor” in tech support, kindly and calmly explained the issues I was having and the rude support agent immediately placed the blame on me and accused me of “re-wiring” my cable system and therefore I would be charged a minimum of $54 in order to have a technician come out. I live in an apt complex no more than 6-8 months old and had not unplugged anything since installation by the same Cox technicians.
I advised “Victor” that I did not believe the problem was on my end, and again, he ruthlessly defended Cox placing the blame on me. In addition, he had so incredibly unknowledgeable about anything that I thanked him for not helping me and ended the conversation.
Needless to say, I am exploring other options for television service. I truly enjoy the Cox services, but have a hard time dealing with all the problems Cox creates and blames on me. One time the even “accidently” physically disconnected my cable service at my actual residence and again tried to blame me.
Gah! Why don’t these companies focus on customer service first? Anyway, I’m always open to hearing about problems that could affect multiple readers. If you’ve got something for me to look into, e-mail me: thegadgetress @ocregister.com. Thanks!
When I lived in OC, I found Cox to have really good Phone support, but horrible field support. Here in Phoenix, I find just the opposite. Horrible phone support, but the techs are some of the best. They’ve even stuck around to make sure everything worked when I’ve had to call cox back because it was an account issue, not a wiring issue.
Just to clarify, adapters are already available in many areas of the country. OC may be the first to get these particular adapters but Cox is actually behind other cable systems.
Very true! Time Warner was fined for switching to ‘switched digital video’ technology last year (mentioned in “Time Warner Cable plans more channels in O.C. despite fines” though the FCC reversed the fines. Search for the ‘switched digital video” tag to read related stories or click HERE.
Same here, I’m in Phoenix cox service area. I’ve had the TIVO adapter for over a year now. Works like a charm.
Now if only Cox would stop accusing my TIVO of being the problem every time my service acts up. It’s always something on their end.
I think this has to do with which company’s equipment is being used. Cox OC uses Motorola equipment, while much of Cox’s cable systems use Cisco (Scientific Atlanta) equipment, as is the case in San Diego and Phoenix.
Cox is soooooooooooooooo slow in releasing new channels/features/equipments in Orange County. As if Orange County
is in 3rd world country.
I have Tivo on my Dish sat system. Works great!
Is there anywhere where they publish a full list of switched HD channels? There are several not in the original 9 that I cannot get on my TivoHD but that I can get on the one set-top box that I have at home. Travel Channel HD, and Science Channel HD are two that come to mind.
[...] this article, it appears that Cox is starting to Beta test adapters, so if you are in The OC and have a TiVo, it [...]
Tech support at Cox in OC seems to know nothing about this. I spoke with a tech and her supervisor just a few minutes ago. The tech told me there was no problem receiving switched digital on a cable card (wrong!) Her supervisor said Cox is not and will not be offering tuning adapters. She said they are available via third party, and I can purchase one via the internet and and install it to work around the switched digital problem. As far as I can tell, there are not third-party tuning adapters available. Is there anyone at Cox who know what they are talking about?
Sounds like customer service has definitely not been briefed. I’d hang tight… The testing has not started yet. I will update the status as soon as I hear that it has begun.
Tamara, thank you so much for keeping us up to date!
Hi Dana – I’m the Lori that first contacted Tamara (gadgetress) about the TIVO situation last week. Funny you mention that COX Tech Sppt doesn’t understand about the adapters. I’ve had repeated phone calls with both tech sppt and cust suppt, with no success regarding infomation. Most didn’t know that the channels did not work with TIVO and have no idea what you are asking for regarding an adapter. I eventually had to get a TIVO rep to host a joint call with COX and we had to escalate to a tech supervisor to get anyone with a clue. And at that call, the tech supervisor SWORE that he would ensure that the front line phone reps would know all about it as soon as we ended the call. And you have just experienced the results of that effort. Sad…
Hi Lori. It’s sure frustrating, isn’t it? Unfortunately, it isn’t surprising at all. I’m glad Tamara will be staying on top of this for us.
If Time Warner doesn’t get their act together for ala carte channel offerings, I’m going to go to Direct TV.
Id rather have non HD programming I want, rather than HD programming I will not watch.
Hi, I haven’t read or heard any information describing what happens to the second Tivo tuner in a SDV system. Can they both get on demand SDV channels or are we going to be stuck with a one tuner system when we spent so much upgrading to a two tuner Tivo.
these companies should really figure out their capacity (or as they like to state, bandwidth) before rolling out so many different things.
also if they dedicated more bandwidth to cable TV rather than focus on pushing their internet services as much, this might not be quite as much of an issue.
This is good info! I’m with Cox in San Diego and am planning to get one of the new Ceton 4-tuner cable card tuners when they come out early next year to install on my Win7 HTPC. I called Cox to find out if I would need a tuning adapter to receive SDV content over cable card, and they had NO CLUE what I was talking about! Does anyone know this new Motorola TA will be able to resolve 4 streams at a time? I know some can only resolve 2 streams and I’d rather not have to get two adapters since I’ll have 4 tuners. Also, does anyone know if these will make it to the San Diego market? Thanks.