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CableCARD installation FAQ

Discussion in 'TiVo Series3 HDTV DVRs' started by jfh3, Aug 25, 2007.

  1. Apr 29, 2008 #81 of 646
    Enforcer

    Enforcer New Member

    62
    0
    Apr 21, 2008
    San Antonio, TX
    Wanted to give my two cents here. Im in San Antonio and use TWC. When I called to make an appt to get my cable cards installed they told me it was gonna cost $52 for the truck roll. I was kinda mad about this but hey, what are you gonna do? So that night i took the TWC dvr's back and the nice person at the TWC store told me that the TWC store on 410 and Blanco will give me a cable card for installation. No need for a truck roll. So, the next morning i went there and sure enough, they gave me an M card. I took that baby home, installed it in the TivoHD and I received partial success. I could get the local HD tier, but none of the other HD channels. I must say, the TWC rep on the phone was awesome. He insisted on staying on the phone the entire time during my CC install. We were on the phone for about 45 minutes. After he tried several things and talked to several people, I still wasnt getting anything other than the local HD. Now I know about SDV in San Antonio, but there were still a few HD channels that were black. After he tried everything he knew, he made a truck roll appointment. I had read all the Tivo faq's and I tried to tell him it was billing/acct issue, but that didnt seem to help. About 2 hours after hanging up, another really nice guy from TWC called and asked me about the situation. I explained to him the problem and he said he recognized the problem. The CC wasnt authorized properly to see those other HD channels. He did his thing and bam. Im watching HD channels (well, the non-sdv ones anyway).

    So if you live in San Antonio, you can pick up the cards and do the install. And there shoudnt be a need for a truck roll.

    Love Tivo, its my first and I can't understand why it took me so many years to get it.
     
  2. Apr 29, 2008 #82 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    Thanks much for the post! :up:

    It continues to amaze me that cableco's are so adamant about a truck roll for CC installations and invariably when the tech arrives it will be his or her first time doing anything like that. And even then they'll try to ignore the instruction sheet and do it "their way" until it doesn't work and then they'll try it "our" way. :rolleyes:

    Enjoy! :)
     
  3. Jun 11, 2008 #83 of 646
    michael new

    michael new New Member

    129
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    Jan 12, 2006
    I seem to be having this issue 11. I have my CableCARD(s) installed, but some of the channels I'm supposed to get are grey myself Im wondering will running Guided Setup again make any differance and will it do anything to the card and make me have to pair it again? Will pairing be as difficult as the first time? Meaning if I need to call Comcast again to let them know Im missing channels will I need to go thru the whole process again or is it just a matter of them sending the new signal and it will work?
     
  4. Jun 11, 2008 #84 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    Reports are all over the board, but many people have been successful with calling their cableco and having them re-pair or "re-hit" their cable cards. It seems to all depend on the company, the day and if the planets are aligned.

    It's certainly worth a try. Re-running guided setup afterward may or may not be needed...it depends on what channels TiVo is set up to receive. If they haven't changed, you shouldn't have to do anything else.

    It looks like you have a TiVo HD. If they have to do a truck roll and you have two "S" cards you might see if they can bring an "M" (multistream) card...one less failure point. Actually, have them bring several of whatever they have as there are numerous reports of techs going through as many as a half-dozen before they found one that worked.
     
  5. Jun 15, 2008 #85 of 646
    TheLongshot

    TheLongshot New Member

    66
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    Jun 15, 2008
    Well, my CC install with Cox was mostly a cluster. I won't get into the CSR issues (three times I was told the service guys were going to show up, they were wrong), but the guys were here for over two hours trying to get two different M-Cards to work, but all I was getting were the analog channels and the HD locals. They finally gave up and installed two S-Cards and that went smoothly.

    Course, the guy said that I probably need to exchange it for an M-Card eventually. It sounds like they are trying really hard to phase out S-Cards.

    Jason
     
  6. Jun 16, 2008 #86 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    Welcome to the forum...too bad it's under such frustrating circumstances! :mad: I'm going to ask a dumb question, but do you have a TiVo HD or the "original" TiVo Series3? Since this thread is the "TiVo Series3 HDTV DVRs > CableCARD installation FAQ" I was just wondering if there was some confusion. The TiVo Series3's require two "S" or two "M" cable cards. However the TiVo HD can use 1 "M" card or two "S" cards for dual tuner capability. That said, I'm pretty sure you/they were trying the right setup for your TiVo, but you never know sometimes.

    We were lucky enough to have working ("M" and "S") cable cards installed the very first try on our Series3 and TiVo HD. However there are numerous reports on this forum and many others of techs going through as many as a dozen cable cards before finding one or two that work.

    Glad to hear that things are finally good though. :up:
     
  7. Jun 16, 2008 #87 of 646
    TheLongshot

    TheLongshot New Member

    66
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    Jun 15, 2008
    Sorry, it was a TivoHD.

    They seemed to have pretty decent experience in installing cards. They were telling me that they've been getting a lot of requests for CableCards in the past few months. I'm guessing from all the deals on Tivos lately.

    And yes, everything is working fine now. I've actually been on the forum for a few weeks now, but this was the first time I actually have had something to post.

    Jason
     
  8. Jun 19, 2008 #88 of 646
    tetranz

    tetranz New Member

    11
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    Jun 18, 2008
    Hi all

    I've read through this thread and hope this is the right place for this question.

    My basic question is: Does the Tivo need to be activated and connected to the internet or phone for the installer to be able to do his thing?

    I just bought a new Tivo Series3 from Amazon for a new house and new Comcast service. Comcast is coming the day after tomorrow. I've just purchased a year of Tivo service but haven't even unpacked the Tivo yet.

    The house has had Comcast before but satellite more recently and there needs to be some rewiring to get the cable to where the Tivo and TV is.

    I'm also getting broadband internet from Comcast but I'm getting the self installation kit (which they said the installer is bringing) so I won't have internet when the installer is there. I wouldn't expect him to wait around while I mess about getting my router etc going so ... he will be attempting to setup 2 cable cards on a Tivo S3 which has never been connected to the internet and will not have an internet connection available at the time. Is this a problem? That might be a silly question :)

    I guess I could hook it up tomorrow here in the old house and at least get the Tivo online to update firmware and activate or whatever it needs to do. I could try it with TV from the antenna. Alternatively, I guess I could connect it to the phone line temporarily at the new place. My plan was to get a wireless network going later that day after the installer has left.

    Any advice would be appreciated. I'm in New Hampshire. I only just read here about the Comcast Tivo which may have been a possibility if I'd known about it.

    Thanks
    Ross
     
  9. Jun 19, 2008 #89 of 646
    guitarded

    guitarded New Member

    13
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    Jun 16, 2008
    just remember everyone....cable company know nothing about cable cards! NOTHING!
     
  10. Jun 19, 2008 #90 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    Hi Ross and welcome to the forum. :up:

    The best thing to do is to get your new TiVo activated prior to the cable card installation. It'll need to be done and that will save some waiting around time for the cableco tech.

    You can use a phone line to activate it no problem. If you have cable or an antenna you can run guided setup. You'll need to run it again after the cable cards are installed anyway. Doing everything using a phone line will take a bit longer is all. TiVo only downloads a few days of programming initially and it will likely download an update in the next few days. Over the next few days it will download all of the program guide. It will be a bit sluggish for the first da or two while it indexes the info and then things will be normal. Everything is automatic so there's nothing to do or worry about.

    Once it's been activated simply give the cableco tech the cable card installation sheet. Contrary to some poor experiences quite a few cable techs do know what they're doing. They may need to be reminded that they need to install slot one FIRST and pair it, then the cable card in slot two. Some may try to do both at once which won't work is all. Our most recent Comcast installer had only installed two cable cards previously and never in a TiVo but with a little encouragement he did just fine. The whole thing took about an hour with most of his time spent waiting on hold while they paired the cable cards at their HQ.

    After you get your broadband up and running it's a very simple matter to go into TiVo's setup and change the settings from the phone line to broadband.

    Best of luck and enjoy your new digs!
     
  11. Jun 19, 2008 #91 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    I've read a number of your posts and they are...how do I say this gently...well, mostly erroneous or flat out wrong. As a "newbie" here I know you mean well, but giving out poor or bad advice isn't helpful and may complicate other's situations. Take the time to learn about the subject matter before jumping in and your credibility will grow. ;)
     
  12. Jun 20, 2008 #92 of 646
    cableguy763

    cableguy763 New Member

    525
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    Oct 29, 2006
    Austin
    I beg to differ. You know nothing about grammar
     
  13. Jun 20, 2008 #93 of 646
    aaronwt

    aaronwt UHD Addict

    19,173
    21
    Jan 31, 2002
    Northern...
    What cable company? FIOS and Comcast here has done rather well with the cable cards I've had installed. Epecially the last install from Comcast. They installed both CC in a TiVoHD at the same time and the tech was out of here lickety split with everything working perfectly. If they didn't know anything about cable cards then they wouldn't have been able to install them.
     
  14. Jun 20, 2008 #94 of 646
    tetranz

    tetranz New Member

    11
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    Jun 18, 2008
    Thanks Rich. I take it over today and get it going with the phone and antenna.
     
  15. Jun 20, 2008 #95 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    Sounds good. All should go well. Keep us posted. :up:
     
  16. Jun 22, 2008 #96 of 646
    tetranz

    tetranz New Member

    11
    0
    Jun 18, 2008
    Well ... we haven't quite archived success yet. Unfortunately there is very poor cell phone coverage here. The installer's Nextel didn't work at all so I let him use my Verizon. After waiting on hold for about 30 minutes he said they "almost had it configured" but then the signal dropped out. Then he tried the wire phone and had to wait another 30 minutes or so. We went through guided setup again and got to the point where the Tivo needed to connect to the phone which wasn't going to work because he wanted to stay on the line. At that point he said everything was done at the Comcast end so I said I'd try it again. He'd been here about three hours and we both needed to leave.

    I now have the internet setup. Self install went smoothly and I have wireless going so I can use that instead of the phone. But ... I don't think the cable cards are setup properly. We're only getting basic cable channels. If I restart the Tivo it always comes up with the "information for installers" screen with host info etc on the cards. I'll try it again today. The installer inserted both cards at the same time before I had a chance to suggest otherwise. I wonder if it's worth me pulling the cards out and going through the steps for installers sheet property where you're supposed to insert one and then repeat steps 4 to 7.

    Are there any magic words I should use if I need to call Comcast that might point them in the right direction?

    Cheers
    Ross
     
  17. Jun 22, 2008 #97 of 646
    richsadams

    richsadams Active Member

    8,893
    2
    Jan 4, 2003
    Hi Ross. Boy that sounds frustrating! Yes, you will need to have Comcast "pair" or "hit" your cable cards (or "re-pair" or "re-hit" them).

    First, the tech shouldn't have tried to install both cable cards at the same time...it will not work. They have to pair the first card (which mostly involves installing it, and then the tech calling in the numbers on the install screen) and then pair the second card the same way. For a Series3 the first cable card goes into slot 1 (the bottom slot), then the second card goes into number 2 (the top slot) as seen here. On a TiVo HD the first card goes into the slot marked "1" (the right slot) and then the second into the slot marked "2" as seen here (or in the case of a multi-stream or "M" card, slot number 1 only for the TiVo HD). Cable card installation instructions can also be found at TiVo.com for the Series3 and the TiVo HD.

    All of this info and more can be found on the first post of this sticky of course.

    There probably isn't anything you can do at the moment other than getting another appointment. You could try pulling the cards and installing them in the correct order, but it's likely they will have to be re-paired/re-hit. Most Comcast offices won't allow you to pair the cable cards yourself (although, again, it's usually just a matter of reading the numbers on the screen). They usually insist on a truck roll. So best bet is to call them and tell them that you need your cable cards reinstalled. Be sure you give the tech the TiVo installation guideline sheet. If he/she follows each step properly it will be fine.

    Nice job on getting the broadband up and running!

    Good luck and hang in there...it will work!
     
  18. Jun 24, 2008 #98 of 646
    jfh3

    jfh3 New Member

    4,469
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    Apr 15, 2004
    Denver area
    Folks - this is an FAQ, not a discussion forum.

    Please try to keep posts on topic.
     
  19. Jun 24, 2008 #99 of 646
    dig_duggler

    dig_duggler losing enthusiasm

    835
    0
    Sep 18, 2002
    Birmingham, AL
    I suppose this could be a FAQ...

    One of my cablecards seems to have lost authorization (series 3). I've tried to get them to reauthorize/rehit/repair it (the SubExpireTime is the day it quit working :( ) but after 4 failed attempts they claim it is the card and they have to do a truck roll. My company doesn't have the best track record with cablecard problems and the answer is always a truck roll. Probably not much different from the incompetence many here face.

    My question: Is there any reason to power down the device when replacing a 'bad' card? The reboot procedure is over 5 minutes and can make for some awkward silence :) Or can I just swap the card, have the tech call in the appropriate numbers and wait to see encrypted channels?
     
  20. Cherylabq

    Cherylabq New Member

    10
    0
    Oct 3, 2006
    I FINALLY got my second TiVo HD Series 3 WORKING. After two TiVos...I kind of see a pattern of why I wasn't getting channels on some of my tuners. It took about four calls this time to finally get someone on the phone who would be patient with my assessment of the situation. So...Here are the SECRETS to hopefully get your TiVo running:

    First, make sure Comcast has matched the cablecards to the correct host IDs. You can pull out the cards yourself and write down the cablecard numbers. Then go into the Messages and Settings menu. Select Account & System Information menu. Then, the CableCARD Decoders menu. Select Configure CableCARD 1 and then CableCARD Menu. Look for the Host ID Screen (the name is different for Multistream and Singlestream Scientific Atlanta cards). Write down the Host ID number for CableCARD 1 (with the number on the card). Do the same for CableCARD 2. The numbers can get screwed up when the Comcast Rep enters them. If this fails to get your channels working...

    Make SURE the Hierarchy of your Comcast equipment is listed correctly on your account. I will try to order this in layman's terms from what I wrote down after I convinced my Comcast Rep to check the equipment order:

    Comcast Hierarchy


    1. HD DVRs must be listed FIRST!!
    2. Non HD DVR boxes next
    3. HD cableboxes (without a DVR)
    4. Digital Converter (which she said were regular cable boxes)
    5. Modem (for internet access)
    6. Phone service (I think it was an EMTA for those getting Comcast phone service)
    7. Cablecards

    If you are still missing channels on one or more of your tuners, make sure the TiVo rate is linked to your account (I'm not sure how they do this, I just know not having it messed up my first TiVo HD Series 3).

    I hope this helps everyone!

    A working TiVo HD Series 3 rocks!
     

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