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Do some Comcast markets only support 2 tuners with an M-Card?

Discussion in 'TiVo Premiere DVRs' started by DJQuad, Dec 28, 2012.

  1. DJQuad

    DJQuad Poker Junkie

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    Dec 22, 2004
    Fort Wayne, IN
    I'll try that after I get the new card, hopefully tomorrow. Comcast seems utterly clueless about CableCARDs.
     
  2. dianebrat

    dianebrat I refuse to accept your reality TCF Club

    10,129
    81
    Jul 6, 2002
    boston'ish
    I tell you, the more and more I read this thread and try to put together the insanity of the initial Comcast comment of "we only support 2 tuners" the more it makes me think they played they classic telephone game and they're misrembering that S-cards only support a single stream thus meaning you need 2 cards for 2 tuners in an original S3 or THD.

    That's the only even remotely logical place I can get "2 tuners" in the discussion.
    The fact that the OPs Comcast reps seem completely incompetent in the CableCARD arena pretty much is an assumption I have to go with from my Comcast experiences over the years.
     
  3. slowbiscuit

    slowbiscuit FUBAR

    3,507
    19
    Sep 19, 2006
    In the ATL
    More likely it's because their DVRs only have two tuners, and they can't imagine anything else that would have more.

    What's sadder is that their 'Anyroom', so-called 'whole-home' DVR only has two tuners. What a joke.

    The trick with cards nowadays is to only call the card activation line and let them handle it, never call the main CSRs unless you have some other problem.
     
  4. DJQuad

    DJQuad Poker Junkie

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    Dec 22, 2004
    Fort Wayne, IN
    A small update.. heh

    Another local rep visited today about an unrelated Internet issue (slow speeds, dropped packets. my modem was bad.. yay). He also claimed that in this area only 2 tuners are supported, even with an M-Card. He says that he also asked his supervisor.

    I frankly don't believe either of them based on Emails to Comcast, TiVo support, searches, and these forums.

    I did contact TiVo again and they said once I get the new card to do another 3-way call to try to get this resolved. I'll be getting the replacement M-Card in a couple hours so again, I'll see how this all goes.
     
  5. DJQuad

    DJQuad Poker Junkie

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    Dec 22, 2004
    Fort Wayne, IN
    So friggin sick of this.....

    The new M-Card was inserted and it wasn't recognized.

    Devin: I see, go ahead and unplug the TiVo box, remove your CableCARD, blow out the CableCARD slot, then re-insert the CableCARD before reconnecting the TiVo box to power.
    Phil Iovino: ok one moment :)
    Devin: Not a problem.
    Phil Iovino: luckily i have some canned air.. heh. it's starting up now
    Devin: Alright good, has this occurred with any previous CableCARDs you have used?
    Phil Iovino: i previously had a premiere, which worked fine. i upgraded to a premiere 4 which worked fine other than it only supported 2 tuners. i've already contacted comcast to activate it for 4, and tivo has conferenced called them twice
    Phil Iovino: it still says non mcard inserted
    Devin: OK, did you every get this error with other CableCARDs where the TiVo Premiere 4 box would not recognize them?
    Phil Iovino: no. tivo suggested i get a new mcard because they thought it may be defective since it only supports 2 tuners. i got a new one from the local office which says non mcard inserted
    Devin: I see, the reason I ask is because there may be a malfunction with the CableCARD if this has never occurred before, the only thing you can do to troubleshoot this particular error to make sure the issue is not your TiVo Premiere 4 box would be to get another Multi-Stream CableCARD. I do apologize.
    Phil Iovino: ugh. this mcard is brand new
    Devin: I definitely understand your position, if the TiVo Premiere 4 box is not recognizing the CableCARD there is not additional troubleshooting we can perform due to the card not being recognized as inserted.
    Phil Iovino: so go to my local office AGAIN and tell them AGAIN the card is defective?
    Devin: I do apologize, however since the CableCARD is not being recognized as inserted you would need another CableCARD to try to identify if the CableCARD was defective or if the TiVo Premiere 4's CableCARD slot is malfunctioning since this is the first time this has started occurring in your troubleshooting.
    Phil Iovino: if i get another new card and it still isn't recognized, what then? it's beginning to seem like my new premiere is the problem
    Devin: Once more I understand your frustration with this continued issue, if you get a new CableCARD and the problem is persisting where it is not recognized we can confirm that the CableCARD slot is malfunctioning, which according to notation, it was not prior. We would be able to replace the TiVo Premiere 4 box if necessary for you if the problem is persisting.
    Phil Iovino: ok i'll try that. thanks for your help
    Devin: You're welcome!

    Oy

    So at this point I'm stuck with *0* tuners, instead of the 2 I had and the 4 I was wanting. Yay.
     
  6. JandS

    JandS Member

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    Oct 1, 2010
    DJ, you might consider posting on the DSLreports.com website. There's a section there called "Comcast direct" that's a private, secure posting section where official Comcast support folks can troubleshoot for you directly.

    The team there did some great detective work for us on our Comcast internet service when we'd just about given up hope after many telephone and a couple of service calls. While we're generally happy with our local Comcast support sometimes it takes a bit more forest/tree view that the forum techies can do in spades.

    https://secure.dslreports.com/forum/comcastdirect
     
  7. DJQuad

    DJQuad Poker Junkie

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    Dec 22, 2004
    Fort Wayne, IN
    It's certainly worth a try. Thanks!
     
  8. bluebsh

    bluebsh Member

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    Jun 4, 2008
    There is no way Comcast could limit the number of tuners on a cable card... the card is paired at the NOC with the host ID and card ID, that is all they can do, the card is just a decryption device that can run up to 6 decryption streams at a time... this is not controllable by the cableco, all the cableco can do is enable or disable the card in its entirety.

    Once the card has its decryption key it can decrypt up to 6 streams at once using that single key... but once again, Comcast has zero control over this...

    NOW there is one hitch to this.... are you a Motorola system? Is the M-Card a Moto M-Card? because Motorola did make older M-Cards that only supported two streams, which where only suppose to be used in their Motorola set top boxes... if they are using those cards in a TiVo box, you will only have two streams, because they made those cards only to support two streams... this is not a Comcast limitation but a limitation of the Motorola M-Card that was designed for Motorola STB's


     
  9. DJQuad

    DJQuad Poker Junkie

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    Dec 22, 2004
    Fort Wayne, IN
    My old one was indeed a Motorola. I'll be getting the replacement tomorrow but I don't know if that's the only card my local office carries or not.
     
  10. compnurd

    compnurd New Member

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    Oct 6, 2011
    Motorola is Ok.. it is the older Motorola ones you want to watch out for
     
  11. DJQuad

    DJQuad Poker Junkie

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    Dec 22, 2004
    Fort Wayne, IN
    How do I know the difference? Based on past experience with all the local reps being generally clueless about what they're saying, I'm quite sure the same holds true with my local office that I'm getting the new card from.
     
  12. chiguy50

    chiguy50 Member

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    4
    Nov 9, 2009
    Atlanta, GA
    There's no excuse for the hassles you've been put through. Whether or not your issue has been resolved at this point, I suggest you send a politely-worded complaint to Comcast customer relations. If my experience is any guide, you should get a pretty quick response from the local corporate rep, who should be able to rectify the situation and/or offer you some form of compensation for your troubles.

    Here's the web page for your communication. Just click on the hyperlink "Send an e-mail to Rick Germano" at the bottom of the page and fill out the on-line form. It couldn't hurt; and at the very least Comcast's customer relations department will have more grist for their "is what we're doing worth pissing off dedicated customers" mill.

    And let us know how you fare.
     
  13. bluebsh

    bluebsh Member

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    Jun 4, 2008
    some regions Comcast now will mail you a cablecard Self install kit, you'd have more luck getting a newer one asking for that since it would come right out of their latest shipments of new stock... the local offices just circulate old cards until they die...

    Comcast is required now to provide self install kits, some regions though you have to go pick them up at the office yourself and just give you a recirculated card... some areas Comcast will mail them to you (if asked for via chat on their site or via 1-800-comcast)
     
  14. Sashieden

    Sashieden New Member

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    Jun 10, 2011
    If you're still having issues make sure you call their cablecard hotline, 877-405-2291. I was helping my parents set up their tivo and called the 800-comcast number and they just went around in circles and said it was good. Yet we couldn't get all their channels in their package until we called the cablecard hotline.
     
  15. DJQuad

    DJQuad Poker Junkie

    340
    0
    Dec 22, 2004
    Fort Wayne, IN
    The latest update with this friggin saga.

    I drove across town and got a new MCard (again), called the Comcast cablecard number (again), they re-paired it (again), I waited an hour for everything to update (again), and I'm still stuck with only 2 tuners (AGAIN!).

    I did ask TiVo management for some proof that other Comcast customers in my city have Premiere 4s with 4 tuners so I can prove to the local rep he's mistaken.

    I did post a message on https://secure.dslreports.com/forum/comcastdirect (no replies yet) and will contact Rick Germano shortly.

    I need a very stiff drink.
     
  16. lpwcomp

    lpwcomp Active Member

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    May 6, 2002
    John's...
    Have you ever verified that all 4 tuners work w/o a CableCARD?
     
  17. DJQuad

    DJQuad Poker Junkie

    340
    0
    Dec 22, 2004
    Fort Wayne, IN
    I'm not sure how to do that. Previously I did try removing the card and rerunning guided setup. Unless I'm missing something, it wouldn't allow me to get to the screen that scans for clear QAM channels.
     
  18. WVZR1

    WVZR1 Member

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    Jul 30, 2008
    The WV...
    Go to the CC set up and post the serial number of your card. It should be under the Cable Card pairing. Maybe there is actually something in the serial number that might indicate a problem card:

    Mine: MA1021FA9326
    CABLE CARD ID: 000-040-871-891-4
     
  19. lpwcomp

    lpwcomp Active Member

    8,081
    2
    May 6, 2002
    John's...
    A 2-tuner Premiere will let you complete guided setup w/o installing the CableCARD by saying you will install it later. That's so you can do all the setup and be ready when you do get one. You can do a channel scan after gs is complete. Since a TP4 is digital cable only and from TiVo's point of view is useless w/o a CableCARD, maybe they disabled that option. Does it not even allow you to complete guided setup w/o installing the CC?
     
  20. DJQuad

    DJQuad Poker Junkie

    340
    0
    Dec 22, 2004
    Fort Wayne, IN
    I'll try the last 2 replies shortly. TiVo wants me to do the 3-way conference call again. Hopefully 6th time's the charm.
     

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