I have Spectrum Cable for my TV, Internet and a few other things. Whenever I need help from their tech support people — which happens way more often than it should — it takes a long time, much of it spent listening to bad hold music and/or waiting and waiting and waiting and then having their computer hang up on me.
I wanted to install a new TiVo to work with the TV feed I get from Spectrum. This should be easy but it never is. When you call TiVo, they tell you the problem you're having isn't their doing and you need to call Spectrum. When you call Spectrum, they tell you the problem you're having isn't their doing and you need to call TiVo. So right there you don't know where to turn.
If and when you can convince the Spectrum folks that they need to do something on their end, they're more than glad to help. But I suspect that when they go to their manuals and look up how to fix things so my TiVo can interface with their service, the manual says something like: "Tell the customer to get rid of his TiVo and rent one of our special DVRs from us." One of the reasons I got rid of DirecTV some years ago was that no matter what I asked them, the reply was "Junk your TiVo and switch to our wonderful DVR with fewer features and more confusing controls." One tech support guy insisted to me that all TiVos were incompatible with DirecTV, which was true at one time but ancient history by the time he said it.
Another swore that TiVo was going out of business any day now. I told him he was wrong and he assured me he'd just seen a memo that told employees to expect a flurry of calls as soon as the closure was announced. That was well over ten years ago and TiVo is still in business. Not only that but they continue to make much better DVRs than anything DirecTV or Spectrum have to offer. Here's what my new one looks like…

A few days ago, Spectrum sent me a standalone tuning adapter and the cables necessary to allow a TiVo to work with their signal. They said it'd come with all the instructions I needed but it came with no instructions so I called up and spent some time before I managed to reach someone who could tell me what to do. I did as directed and you know what happened. I wouldn't be posting here if it had worked.
So I called up again and bounced around with Spectrum for a lot more time getting to someone who seemed to know something. That person talked me through it again…and it turned out, I'd done it exactly as directed but I still had a blank screen — no sound, no picture. All he could do at that point was tell me they'd send an expert technician over to find out what the trouble was.
The next day, a very nice gent showed up on time, told me he didn't know a whole lot about TiVos and proceeded to prove it. He wound up calling someone at the Spectrum home office…and I had that little moment of smug delight when the Spectrum employee kept being put on hold and couldn't get through to anyone at Spectrum.
When he did get someone on the phone, that someone had him rearrange every connection that I'd made as per instructions. Then my "expert" said to me, quoting the guy on the phone, "Go through TiVo Guided Setup again and it will definitely work." That can take an hour so he left, I went through Guided Setup again and, of course, it didn't work.
I inspected what he had done and among other things, saw that on the tuning adapter, he had the RF In and the RF out connected in reverse. I switched them, did Guided Setup again and guess what! It still didn't work but at least I had the sensation that it was now not working the right way instead of not working the wrong way.
So it was back to the labyrinth of bad hold music and periodic recorded statements that I could have solved all my problems myself on the Spectrum website…and every so often, I'd be connected to the wrong division. At long last, I was able to speak with a gent who seemed to know a lot about TiVos, though not enough to fix my problem. I was on with him maybe a half hour before he gave up…
…and then, with a smidgen of help from me, he figured out what was amiss! The serial number of the CableCard that Spectrum had sent me to insert in my TiVo did not match the serial number of the CableCard that his computer over at Spectrum HQ showed him was in my TiVo here! I suspect it was the number from the CableCard in my old TiVo but however it got there, once he typed in the right number, the face of Wayne Brady magically appeared on my TV screen and all was well. After all the hooking and rehooking and rebooting and redoing the Guided Setup over and over here, the problem was on their end all along.
But that wasn't the end of it. I had all my channels but several were in the wrong place. For instance, I switched to what my TiVo thought was CSpan and there, I swear to you, was Comedy Central showing me an episode of South Park! And yes, I could tell the difference.
The gent on the phone who'd solved the CableCard problem couldn't explain this but after I got off the phone with him, I figured it out. When you run Guided Setup on a TiVo, it asks you to select from a list of cable TV sources in your area. The menu showed two that it could have been: Spectrum HD for the City of Los Angeles or Spectrum HD for the Hollywood and Westchester areas. I'd called up (another call!) and reached a lady at Spectrum who'd told me to definitely select the one for the City of Los Angeles. Which I'd done.
Now, seeing the face of Cartman where Jim Jordan's should have been, I ran Guided Setup for about the ninth time, selected Hollywood/Westchester…and when all was done, all my stations were in the right place. Deep exhale.
Each time I dealt with a different Spectrum employee, I received a robocall asking me to use my touch-tone pad and rate the friendliness and knowledge of that person. The friendliness was always fine. The knowledge seemed to only be lacking in terms of insufficient instruction and the Spectrum Knowledge Bank or whatever those folks consult to tell you how to solve your tech dilemma.
What I wish is that the company would ask me to rate the ease of winding one's way through their robotic phone answering maze, how impossible it is to reconnect with the right person if your call is dropped, and whether I think they need to train some of their employees better. I also wouldn't mind explaining to them why I want a TiVo instead of the vastly inferior DVRs they offer. I understand why some people who may know the difference still opt for the cable company's DVR.