@mufc99, the triple-play warranty is described a few posts before yours.

I had a brand-new 6416 with a faulty tuner a few years ago with the same symptoms. That was my first PVR, so I decided to troubleshoot it to be sure it was faulty hardware. I was able to go into diagnostics screen and confirm it was always the same tuner that wasn't working.

You should be able to use the SWAP button to switch between the tuners and tune to different channels.

Turn the PVR off and press OK/SELECT on the remote within 2 seconds to enter the Diagnostic Main Menu.
Press DOWN ARROW and then OK/SELECT to select the "d03 OOB STATUS" option.

00B Frequency 072.75hz
carrier lock yes
data yes
emm data yes
snr 19.9db good/switching between 20db fair
agc 18% good
em provider id 0x0003
emm pid 0x1504
network pid 0x0777


Not sure what you want me to do


Let me just say that the responses to this have been fast and I really appreciate the feedback.




If it is the tuner Shaw tells me it is very hard to replace. It involves micro soldering etc.

They also did tell me that my warranty has expired.

@mufc99, that may not be the right diagnostic option. I switched from Shaw over a year ago so I can't check. I think there is a diagnostic option that shows which tuner is tuned to a channel. You can check if the problem is always on the same tuner which would confirm a hardware problem.

In band Status ?

in band tuner -2
carrier lock no
pcr lock no
snr 00.0db invalid


Current channel status
tuner 2
ch:N/A tuned frequency N/A
In fact on tuner 2 all are N/A

Can a tuner be bought and replaced easily, if that is the problem ?

mufc99, your problem may be signal related. A couple of weeks ago, I purchased a power bar with surge protection for the cable. After I passed the cable signal through it, I started getting "one moment please" on some channels and NOT all channels. The problem went away after connecting directly to my PVR without going through the power bar.

You may want to book an appointment for a tech to check your wiring. But the service call is not free since you only have 2 Shaw services.

You talked to Shaw about your PVR problem. I am wondering whether Shaw will replace your PVR even if you add the phone service to make you as a triple play customer.

Since when is a service call not free

Tuner 2 looks toast. Do you get different results when you swap to tuner 1?

I don't think you can replace a tuner yourself, but I have't opened the box to check.

Service calls are always included at no additional charge for Shaw customers.

With regards to the warranty. Shaw offers a full 3 year warranty from the date of purchase. Should a tech determine the unit is faulty and under warranty he will replace it with a refurbished model and the orignal warranty will transfer over.

For Shaw customers who subscribe to cable, phone & internet Shaw offers an Extended warranty which covers equipment for swap purposes so long as you are a triple play customer. As ytou mention you only have cable and internet so this would not apply but if you did also have phone with Shaw then it would be covered.

Anyone know how to replace a defective tuner or where in Calgary I could take it for repairs.
A Shaw tech will be by Friday but I am pretty sure of the outcome already.

Also you mention to check the other tuner. Not sure how to do that. Last night I thought all I had to do to record a program was leave the box on the channel I want to record and all would be fine. Not so. The red recording light came on but nothing was recorded.

My DCT6412 has been acting up over the last week or so. It's about 6 years old so maybe I've reached the end of its life span?

It will freeze for 10-20 seconds during both live and playback, and it has also reset itself about a dozen times in the last 5 or 6 days.

I finally got thru on a "Chat Session" this morning and their first course of action was a factory reset. (Interestingly, I was told it would erase all my series recordings and parental locks, but it didn't...although it did reset my menu configurations and such).

Anyways, assuming this doesn't fix it, I am a "Triple Play" customer so I know I'm covered and hence I'm not really too worried about it.

Does anyone know what they would replace this aging box with? A refurbished 6416? or what?

Probably a 3416 or a DCX3400. They're unlikely to have the older 6412 or 6416 boxes in stock, but they'll likely still have some DCT3416s, and they may possibly provide you with a DCX3400, since that's likely what the tech'll have in the truck.

My DCT6412 has been acting up over the last week or so. It's about 6 years old so maybe I've reached the end of its life span?

It will freeze for 10-20 seconds during both live and playback, and it has also reset itself about a dozen times in the last 5 or 6 days.

I finally got thru on a "Chat Session" this morning and their first course of action was a factory reset. (Interestingly, I was told it would erase all my series recordings and parental locks, but it didn't...although it did reset my menu configurations and such).

Anyways, assuming this doesn't fix it, I am a "Triple Play" customer so I know I'm covered and hence I'm not really too worried about it.

Does anyone know what they would replace this aging box with? A refurbished 6416? or what?
Do you have an expander? I had the same problem and a re-format of my expander solved everything. PITA but what can you do...

Both of my PVR's are acting up yesterday SEpt 20th.

The first inkling was when my wife was going to watch her recorded glee season premier yesterday and it didn't record?!? So we looked at the future recordings andt here was nothing in the PVR, I looked at the series recordings and none were there! It said it was deleted by the user at 3:45PM, which is strange since me and my wife didn't get home until 5:30PM, none the less I recorded Glee on global at 8 and went on with my day, checked my upstairs PVR and it recorded the shows like normal nothing strange there. I might also want to add that when i tried to flip thru the guide to set up series recording for today I wasn't able to as all it said was TBA TBA TBA!

I woke up today to see if the guide fixed itself, and low and behold the situation is worse, I can't even get any of the lower HD channels 200-229, I can received 230-240? This is happening on 2 of my boxes

I spoke to tech support and they weren't all that helpful they just reset both and asked if I had moved anything. I was asleep and never moved any of the cables, this is just frustrating! The soonest they can send someone out is in 2 weeks sigh.

Was there any firmware update yesterday that would cause this? The shaw rep ignored that question.

A side note this occured in the summer as well, the shaw tech came by installed a booster but that didn't fix it, so he went outside to the box in the townhome complex and said a wire was unplugged?

Just venting >.>

after 2.5 hours on hold yesterday I spoke to a helpful tech support agent, and he informed me that theres a problem with the ironwood hub and that they've seen alot of customers in richmond affected by this, they can fix it remotely and said it should be fixed sometime today, lets hope its true!

ITR- Any update on your issue? I'm having the EXACT same problem (minus recording GLEE) and in the Richmond area. I called and they tried to reset my box remotely and this didn't do anything.

Did they manage to get things working for you and how? This is going to ruin my Sunday that would normally be filled with NFL football.....

What is the purpose of these two? The other day, I went in and I wanted to UNdelete a program that was accidently deleted. I assumed this is why we have this feature, not to show what was recorded or cancelled.

PVR Cleanup allows you to 'bulk delete' shows by clicking on a check box and deleting multiple shows.

PVR History is the list of programs that have been deleted or not recorded for the last month or so. You can look in there and see when you deleted a show, or see the explanation as to why a show was not recorded. Occasionally you need to clean this up because it seems to confuse the box at times...series recordings will suddenly stop recording. Sadly there is no 'bulk delete' option on this screen. Shows that run many repeats (like Two and a half Men etc) will fill this list very fast and having to individually delete each of these listings is very time consuming and frustrating.

Thanks for the explanation. I suspected as much. Perhaps one day a firmware update will add some additional features like "UNdelete" and "Bulk Delete".

My 6412 is connected to my LG LCD TV through the HDMI input. When I turn on the TV and the input is not set to the 6412 HDMI input, the 6412 display shows "du1" every few seconds. Does anyone know what this means? I was thinking that the TV is communicating to the 6412 that the HDMI input is now active, even though the TV is on a different input.

Well is the DCT6412 the best PVR? Or should I ask for a Pace instead?