DTA's Stuck On One Channel

[The Streets]

I've installed a lot of DTA's (>40) in the past month without any
problems - until now.

The last (5) DTA's I installed all seemed to activate OK but
will not change channels. The remote (once programmed)
works fine with the TV's (power on/off and volume) but
the DTA is stuck one channel.

I also know of two other customers whose DTA's have
this same problem.

I've spent hours on the phone with many Comcast reps.
Went through all the troubleshooting steps they wanted
(power on/off, re-activate, try IR remote, etc.) All to
no avail.

Comcast insists that they have no other reports of this
problem and won't even consider the possibility that
there are a batch of bad DTA's out there.

Anyone else having this problem?

[Adam H. Kerman]

You're just saying it's a code problem with the remote, not that the
DTA is incapable of changing channels if the button on the device itself
is used, right?

I wonder if the Comcast techs who control the equipment pool of rental
set-top boxes have the ability to change what IR code pattern the boxes
receive or if that's pre-set at the factory. If the former, I'll guess
that a tech uploaded the wrong code.

TiVos can accept multiple IR code patterns given that they assume that
their subscribers will have service on multiple boxes in the same
location in their homes.

[The Streets]

> You're just saying it's a code problem with the remote, not that the
> DTA is incapable of changing channels if the button on the device itself
> is used, right?
>
> I wonder if the Comcast techs who control the equipment pool of rental
> set-top boxes have the ability to change what IR code pattern the boxes
> receive or if that's pre-set at the factory. If the former, I'll guess
> that a tech uploaded the wrong code.

The little DTA's don't have any way to change channels other than the
remote - there are no buttons on these devices.

Wrong IR code - either that the remote is sending or that the DTA is
looking for - is one possible explanation for what is happening.

[Adam H. Kerman]

The Streets <streetsj...@sprintmail.com> wrote:

>>You're just saying it's a code problem with the remote, not that the
>>DTA is incapable of changing channels if the button on the device itself
>>is used, right?

>>I wonder if the Comcast techs who control the equipment pool of rental
>>set-top boxes have the ability to change what IR code pattern the boxes
>>receive or if that's pre-set at the factory. If the former, I'll guess
>>that a tech uploaded the wrong code.

>The little DTA's don't have any way to change channels other than the
>remote - there are no buttons on these devices.

Ah. I'd forgotten. I don't have any at the moment.

>Wrong IR code - either that the remote is sending or that the DTA is
>looking for - is one possible explanation for what is happening.

When I had a DTA, I recall it accepted the same IR codes as other set-top
boxes did. It's easy to tell if the wrong code set is in the remote or
the box. See if a remote used with another type of set-top box can be
used to change channels and power on and off. Also, see if the remote
used with a DTA can be used to change channels on another type of
set-top box.

Of course, the techs who control the inventory pool may have changed
codes. You're an installer. Cannot you get the definitive answer from
this group? As a mere subscriber, we cannot talk to them, but surely
you can.

[The Streets]

> When I had a DTA, I recall it accepted the same IR codes as other set-top
> boxes did. It's easy to tell if the wrong code set is in the remote or
> the box. See if a remote used with another type of set-top box can be
> used to change channels and power on and off. Also, see if the remote
> used with a DTA can be used to change channels on another type of
> set-top box.

I'll have to think about how I might test that. Of course DTA's don't
have a power on/off function - the power button on the remote is only
used for controlling the attached TV.

Are you saying that the DTA remote should be able to change
channels on a full Digital Set Top box?

> Of course, the techs who control the inventory pool may have changed
> codes. You're an installer. Cannot you get the definitive answer from
> this group? As a mere subscriber, we cannot talk to them, but surely
> you can.

Would be nice. But I'm not an official Comcast installer - I own a
handyman business and this is just one of the many things I do. For
the most part, just getting Comcast to talk to me is a struggle.

[me again]

The Streets wrote:
>> When I had a DTA, I recall it accepted the same IR codes as other set-top
>> boxes did. It's easy to tell if the wrong code set is in the remote or
>> the box. See if a remote used with another type of set-top box can be
>> used to change channels and power on and off. Also, see if the remote
>> used with a DTA can be used to change channels on another type of
>> set-top box.
>
> I'll have to think about how I might test that. Of course DTA's don't
> have a power on/off function - the power button on the remote is only
> used for controlling the attached TV.
>
> Are you saying that the DTA remote should be able to change
> channels on a full Digital Set Top box?

It is possible if both are Comcast boxes.

>> Of course, the techs who control the inventory pool may have changed
>> codes. You're an installer. Cannot you get the definitive answer from
>> this group? As a mere subscriber, we cannot talk to them, but surely
>> you can.
>
> Would be nice. But I'm not an official Comcast installer - I own a
> handyman business and this is just one of the many things I do. For
> the most part, just getting Comcast to talk to me is a struggle.

Did you unpack these fresh from the box?

Have you tried changing the Batteries? AS strange as it may seem I HAVE
see a remote that would turn the TV on and off but NOT control the DTA!

When I researched this apparent conundrum I learned that the various devices
DO have different levels of sensitivity - some require a stronger IR signal!

[Adam H. Kerman]

The Streets <streetsj...@sprintmail.com> wrote:

>>When I had a DTA, I recall it accepted the same IR codes as other set-top
>>boxes did. It's easy to tell if the wrong code set is in the remote or
>>the box. See if a remote used with another type of set-top box can be
>>used to change channels and power on and off. Also, see if the remote
>>used with a DTA can be used to change channels on another type of
>>set-top box.

>I'll have to think about how I might test that. Of course DTA's don't
>have a power on/off function - the power button on the remote is only
>used for controlling the attached TV.

>Are you saying that the DTA remote should be able to change
>channels on a full Digital Set Top box?

Yes. Because I was still using VCRs and a TiVo Series2, I had them in
front of DTAs. I had to block the IR receptor on the box I wasn't changing
the channel on while changing the channel on the digital set top box.
Comcast's unwillingness to supply boxes that can accept IR codes selected
by the subscriber is inconvenient.

[VanguardLH]

Haven't had that problem but wondering if you ever called in to get the
DTAs provisioned. They won't work until programmed. I've seen them
gets screwy (not just refusing to show channels but the output is
corrupted) and had to get them re-provisioned. You call in, give them
the serial number, they provision, and after many minutes it has scanned
to find all the channels and it's good again.

Comcast has a branch office about 2.5 miles from me. When I have
problems with their gear, I just go in to exchange for a new one. They
don't even ask me questions when I tell them it's defective. In fact,
when it was their DTA remote that stopped working, I saw them just toss
it in the trash after giving me a new one. It wasn't worth fixing.

Since you're reporting that 10%, or less, of the hardware isn't working,
maybe it's defective hardware. Tried just exchanging it for new ones?

You say that the DTA remote works with the television so it transmits
okay. Assuming the TV is tuned to channel 3 (to show the output from
the DTA that you connected to the TV), what happens when you push the
Info button on the DTA remote? Does it show channel info (that comes
from the DTA)? Since the remote works with the TV but if Info doesn't
make the DTA show channel info then I'd first take in the DTA because
the remote looks to be working. Of course, since an exchange costs you
nothing, you could just get both replaced at the same time.

[The Streets]

> Haven't had that problem but wondering if you ever called in to get the
> DTAs provisioned. They won't work until programmed. I've seen them
> gets screwy (not just refusing to show channels but the output is
> corrupted) and had to get them re-provisioned. You call in, give them
> the serial number, they provision, and after many minutes it has scanned
> to find all the channels and it's good again.

Yes, they were provisioned.

Resolution:
A person I work with finally found someone at Comcast who was willing
to actually try an figure out what's happening. Turns out that the person
setting
up the DTA's at the Comcast office for the past few days was puting in the
wrong "mapping code". For our area it needs to be 36 but this person
(a supervisor no less) was setting them all to 46. Fixing it will require a
call to Comcast and have them re-provision each box with the correct
mapping code. Simple fix once someone at Comcast was willing to
get off the stock answers and try to find the problem.