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What caused the error "please give this customer the Cisco cable box"?

nancy002
nancy002 Posts: 15 Participant
edited February 8 in TV Equipment

I went to a local Spectrum store today to swap out my spectrum 210 DVR cable box with a Motorola DVR cable box. And the error message showing up on store staff's computer saying, "Please give this customer the Cisco cable box". The staff cannot complete the swap, even though that's the cable box type I needed with RCA outlet. May I know what caused this and how to fix this? Thanks.

Comments

  • Jilliana_M
    Jilliana_M Posts: 269 ✅ Verified Employee Moderator

    Hello @nancy002,

    Thank you so much for bringing this to our attention and we apologize for any inconvenience this has caused. Please know that the Spectrum 210 boxes make up a huge part of our inventory and may be the only cable boxes we have in stock. The Motorola cable boxes have been slowly phasing out and may not be available in our inventory. If you are experiencing an issue with your cable box, we are more than happy to assist in any way we can. When able, please provide a description of what you are experiencing, and we'd be more than happy to help!

  • William_M
    William_M Posts: 1,564 ✅ Verified Employee Moderator

    I'm sorry, the older receivers are being phased out. We can definitely forward your feedback about reintroducing receivers with RCA outlets, but for now we'd like to figure out why the digital closed captions are not working correctly for you and the multiple different receivers acting up. I'm seeing your equipment is reporting problems with the signal strength coming in, which is a likely cause of this. I show you already have an appointment scheduled for later today, please let us know if you continue to have problems afterward.

  • nancy002
    nancy002 Posts: 15 Participant
    edited February 8

    @William_M Ok, I will keep you guys posted. The appointment today will be for technician to bring the 5th cable box. I don't know if you can see on my account or not, but I have another non-DVR cable box connected to the same outlet which was working perfectly fine. Only the spectrum 210 DVR cable box was not working. That's why the last technician said he has tried everything and none was working, even after replacing it with a 3rd Spectrum 210 DVR cable box : (

    He said he needs to rewire the entire house. But I really doubt that was the reason. Because the same cable goes into my other non-DVR cable box and it was working. But only when plug that same cable into the Spectrum 210 DVR box, it stuck on the blue screen….

  • William_M
    William_M Posts: 1,564 ✅ Verified Employee Moderator
    edited February 8

    It's extremely unlikely the problem is with the boxes themselves, especially after so many different ones. There is a problem with the signal strength, and they do likely need to do some rewiring to correct this and I'd recommend allowing our technicians to do this work for you. The problem is mainly with the upstream signal (sending out,) so boxes already set up might still work as they mostly receive, but ones newly connected need to be able to send out to finish their set up.

  • nancy002
    nancy002 Posts: 15 Participant
    edited February 8

    @William_M Oh, I see. My 1st DVR cable box was working perfectly fine using the same outlet until recently it showed guide error. And after I went to store to swap out that 1st DVR box, none of the spectrum 210 DVR box can ever be connected again : ( However the non-DVR box I have connected to the same outlet works. But I cannot tape shows as Olympic games is on : (

    If you can forward my feedback to reintroduce the RCA outlet for DVR cable box, that will be great.

    The problems with the digital cc are: 1) the font is too small even on the largest font; 2) significant delay comparing to the analog cc, sometime 10-20s delays; 3) large content missing when comparing to the analog cc.

  • William_M
    William_M Posts: 1,564 ✅ Verified Employee Moderator
    edited February 9

    I will forward that feedback. The closed captioning with Spectrum Guide can get quite large, like this;

    image.png

    but I can forward feedback about offering an extra large option as well. There should not be any delay, that is likely due to signal problems.

  • nancy002
    nancy002 Posts: 15 Participant

    @William_M Thanks. I really appreciated it!


    The signal strength immediately outside was 42 and the inside wall outlet was ranging from 49-52. The spectrum 210 DVR cable box was connected directly to the wall outlet and cannot initiate pass the preparing the experience (stuck in the blue screen of restarting the guide/ guide error). What's the signal strength from the wall outlet required usually?

    For the digital cc, if you can put the analog cc side by side with the spectrum digital cc, you will see a huge difference, regarding the significant delay and the large amount of missing content...

  • William_M
    William_M Posts: 1,564 ✅ Verified Employee Moderator

    I'm showing the transmit signal strength is 56 on the modem and 57 on the DVR, it shouldn't ever be higher than 55. There should not be any delay or missing content regardless of analog or digital closed captions.

  • nancy002
    nancy002 Posts: 15 Participant
    edited February 11

    @William_M

    Thank you for your kind information. So the Spectrum technician came down on Monday and he tested all the signals and he said all signal strengths were already good, without doing anything. It appeared that Spectrum just updated something since last weekend? Because we simply connected the DVR cable box to the cable without doing anything else, the DVR cable box started by updating the firmware, which was not there before the last weekend. After that it goes into the TV immediately. Before last weekend, Spectrum cannot even see my cable box. They kept telling me the cable boxes were ranging and was not connected. But it was on and I was watching TV when the Spectrum customer service told me mine is not on : (

    Regarding the digital cc vs analog cc, I know to you it shouldn't be any difference, but there is a huge difference if you put them side by side. I am watching it everyday and I can see it myself.

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