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HBO / Cinemax pixelating

Discussion in 'TiVo Roamio DVRs' started by zordude, Aug 22, 2013.

  1. TiVoMargret

    TiVoMargret VP Product Dev, TiVo

    354
    0
    Feb 2, 2008
    Silicon Valley
    Here's the latest on Roamio + Verizon:

    1. You want to make sure the CableCARD you are putting in your Roamio has this part number: 514517-017-00. (On the back, above the barcode.) If your Roamio has a CableCARD with a different part number, you'll need to call Verizon and have them swap the card.

    2. If you have the correct part number, but your HBO or other premium channels are still "pixelating" then it is likely that your CableCARD is "authorized" but not "paired". Call Verizon's activation line 1-888-897-7499 and keep asking for "tech support". Once you have reached someone in tech support, tell them your CableCARD is authorized but not paired, and ask them to "Manually Validate Set Top Box". (I have been told this instruction is what has worked for other customers.)

    I will let you know if we are able to release an update that allows the older cards to work. For now, please make sure you have the newest card.

    Thanks for your patience.

    --Margret
     
  2. DCIFRTHS

    DCIFRTHS I dumped SDV / cable

    2,119
    0
    Jan 6, 2000
    New York
    Thanks for the info
     
  3. DCIFRTHS

    DCIFRTHS I dumped SDV / cable

    2,119
    0
    Jan 6, 2000
    New York
    Thanks for the update. I am looking forward to additional information as you can provide it - either good news or bad regarding an update.
     
  4. Voodoo22

    Voodoo22 New Member

    13
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    Sep 12, 2006
    MA
    +1
    fixed with new 017 cable card.
     
  5. rsnaider

    rsnaider Active Member

    2,693
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    Apr 25, 2002
    Long Island, NY
    Thanks to this thread I have my '006' card with me today and going to try to swap it out for an '017' card on my way home tonight.

    I have my Roamio Pro set to arrive on Monday and hopefully I will have no issues as I do have HBO and other premium channels that I would prefer to keep.

    edit - Picked up the new card and had it setup on my Elite to make sure it works. The tech was able to activate it, but I had to use the term above "Manually Validate Set Top Box" to get the card paired. The tech saw the option, entered the info and in about 30 seconds HBO, Cinimax and all the others are working now.

    Come Monday hopefully a simple process to get the '017' card working in my Roamio.
     
  6. rshilliam

    rshilliam New Member

    5
    0
    Oct 7, 2001
    HIllsboro,...
    I am also having the pixelating problem described using Frontier FIOS cable card 514517-002-00. I tried more than one card and also confirmed that everything works fine with a Tivo Premier on the same cable jack. I've just ordered a "new" card which will be mailed to me and I hope that it's the 514517-017-00 card but I won't know 'til it gets here. I did a little experimenting and discovered that I don't have the problem if all of the 6 tuners are tuned to the channels that work without the cable card inserted (free channels). I can tune up to two of the tuners to subscribed channels and still everything works fine. If i have three or more tuners tuned to the subscribed channels, the pixelation occurs on all of the tuners that are tuned to subscribed channels. I also noticed that when the problem is occurring, you can see remnants of adjacent channels which looks to me like the tuners is picking up the signal from two channels simultaneously rather than locking in on one channel. I'm looking forward to getting my new card next week.
     
  7. DCIFRTHS

    DCIFRTHS I dumped SDV / cable

    2,119
    0
    Jan 6, 2000
    New York
    Long-time member, first-time post :)

    Let us know how it works out with the new CC.
     
  8. dslunceford

    dslunceford Active Member

    5,701
    13
    Oct 19, 2000
    No. VA/D.C.
    I'm looking to swap my card pre-order of Roamio to ensure there will be no problems; the older card 002-00 was in my TiVo HD (which just died). When I called my local VZ experience store, they knew of the issue and have a new card for swapping out. However, they also said there will be a $9.99 fee to swap, which will appear on my bill. Did anyone else have this swap fee?
     
  9. rsnaider

    rsnaider Active Member

    2,693
    0
    Apr 25, 2002
    Long Island, NY
    No fee when I swapped my card on Friday. Is this a fee to ship you the card or will you be picking it up?

    I picked mine up.
     
  10. rshilliam

    rshilliam New Member

    5
    0
    Oct 7, 2001
    HIllsboro,...
    dang, the card arrived in the mail today and it's a 514517-006-00 version...back on the phone with Frontier tomorrow to see if I can get a 514517-017-00...
     
  11. BigJimOutlaw

    BigJimOutlaw Active Member

    2,781
    8
    Mar 21, 2004
    If you're willing to wait it out, TivoMargret says a Fios cablecard fix is coming in a software update in possibly 2 weeks. If Frontier can't get it together, at least Tivo is on it.
     
  12. takeagabu

    takeagabu New Member

    119
    0
    Oct 7, 2007
    Finally! All I needed was to swap cablecards and use a newer shorter coax cable to boost signal strength.
     
  13. Oct 1, 2013 #153 of 183
    rshilliam

    rshilliam New Member

    5
    0
    Oct 7, 2001
    HIllsboro,...
    I called Frontier again; they sent an "unhappy" technician who did have a -017 version of the card! I wasn't home (my wife was) - he installed it, had it activated, but no channels available - told my wife that I need to call TiVo. Got home, called Frontier Support and asked for the card to be re-activated and YAY!!! ALL WORKING NOW!!!! Awesome!
     
  14. Oct 2, 2013 #154 of 183
    sharkbay8

    sharkbay8 New Member

    1
    0
    Oct 2, 2013
    I just bought a TiVo Roamio Plus. It replaces a TiVo Premiere 4. I have Verizon FiOs for cable & internet. I took the M Card out of the Premiere and placed in the Roamio. All the channels worked EXCEPT for HBO & MAX (the cablecard activation screen popped up on those channels). Called Verizon, they validated the card. Everything seemed great until those channels started to pixelate and the sound would cut out. I called Verizon again and luckily I got in touch with someone who was willing to take the time to search their internal tech forums. He found that this was a known issue with the Roamio and the older M Cards. My card was one that had the 006 number, so he sent me to the local FiOs store to get a new one with 017 on it. I got the card, got home, installed and did the online self activation. All channels worked except HBO & MAX. Called Verizon again, tech told me to remove the card & reboot the TiVo. He then had me re-install and he validated the card. Voila....all channels work! The tech told me the issue has something to do with the upper channels using MPEG 4 encryption and the older M Cards having outdated software? The Roamio is great having the MOCA installed, I just hooked up my cable to the Roamio and that's all I need to stream Netflix, no built in wifi needed, Ethernet or wifi dongle, it's great! Anyhow.....I am thankful for the a TiVo community and Margaret because I found this thread before I called so I knew what to expect. Thank you!
     
  15. Oct 8, 2013 #155 of 183
    lebowits

    lebowits New Member

    11
    0
    Apr 11, 2002
    Montgomery...
    I was able to pick up a new CableCard from my local Verizon FIOS store. The folks in the store didn't really know anything about the different Motorola part numbers, but after inspecting the card to assure it was correct, I went on my way.

    I installed the card and attempted to provision the card using the Verizon web site. This worked for some content, but not the HBO/Cinemax channel block. I then called the Fiber Help Desk and went through the usual Q&A with the tech. Eventually, the tech mentioned that Verizon has a tech note describing the "incompatibility" between the Roamio and the various CableCards. After going off to research that for a few minutes, he called me back. He didn't actually know the part number printed on the card, but described them as MCPOD1, MCPOD2 or MCPOD3. I convinced him that the part number on the card was correct and he escalated the issue to a higher level tech. That tech gave him additional instructions as to how to re-validate the card and magically, it began working.

    For now, all is good!
     
  16. mkopack73

    mkopack73 New Member

    2
    0
    Dec 29, 2013
    Have the base model Roamio with lifetime subscription - first time Tivo owner...

    Got FIOS installed. Supposed to be getting HBO+Cinemax, but it refuses to work on the Tivo unit. I have a non-DVR HD receiver from Verizon as well in the bedroom that gets those channels just fine.

    With my first cable card I'm able to get all the channels I'm supposed to except any of the HBO+Cinemax ones. The Conditional Access screen shows "? 0x00" for VAL, and "S" for Auth, "Yes" for Con.

    After several hours on the phone with the techs repeatedly trying to restart things and debug, they finally decided to send me a new card.

    With the second card, and several more hours on the phone with the techs, all I can get are my local (HD) channels! The conditional Access screen shows "V 0x01" for VAL, "MP" for Auth, and "Yes" for Con. The second card is one with the 017 in the part number (not sure about the first one as I don't really want to pull it out to look right now).

    I'm about at my wits end with this thing! I've put the original card back in and am sending the new one back. It would be nice if I could get SOMEBODY on the other end @ Verizon who has a clue with this stuff.

    Oh, and my signal strengths are all between 90 and 100 with SNR's all in the 36-38dB range. I'm using ethernet for the network hookup. OOB SNR = 377dB, OOB freq = 75250 KHz. OOB data rate= 2048 Kbps, Spectral inversion = Off.

    Any suggestions???

    With the original card, the Firmware version is 1573.
     
  17. KnordRW

    KnordRW New Member

    29
    0
    Sep 18, 2004
    Bethel Park, PA
    OOB SNR is really 377dB? That's not right, and that could be the source of your issues. The commands for activation and validation are sent over OOB, and if there's a problem with the OOB, the card won't get the commands or understand them. This is the second time I've heard of this issue with the base Roamio....I don't know if it's a software glitch or a hardware failure, but I do know it's wrong. Just to be sure, I just double checked....on my Roamio Pro (which has worked fine from the beginning with FiOS), the OOB SNR is 24dB, which is what I'd expect. The other numbers match yours exactly.
     
  18. mkopack73

    mkopack73 New Member

    2
    0
    Dec 29, 2013
    It might help if I better understood what all the various things mean (like the OOB stuff, etc.)

    I just spent ANOTHER 1+ hours on the phone with another Verizon tech. She managed to get the new card working to the same level as the original one (local + national channels work, but no HBO/Cinemax).

    She had me try to do a software update from Tivo (which some book told her was needed) but I went through the process 4 times and it never came back as saying that an update was available to install (I had done those previously).

    That card is now showing CON=yes, VAL=? 0x00, Auth=S

    At this point they're sending a tech out to look at it, but if he's anything like the first one that did the initial install, I'm not holding my breath... I'm about ready to tell them to just drop HBO+Cinemax altogether... IT's not helping that they have no idea what any of the menu information means either, so even though I tell them "I should be seeing a number in the VAL field" they don't know what to do with it...

    Is the OOB stuff done via the Ethernet or across the coax? I ask because I have my system set up with the FIOS-->Verizon Router-->Apple Airport Extreme-->ethernet to my devices, so there's a double NAT situation taking place (wish I could just dump their crap router altogether but don't see how that's possible because of the coax hookup on it...Still need to figure out how to turn the wifi on their router off...)
     
  19. KnordRW

    KnordRW New Member

    29
    0
    Sep 18, 2004
    Bethel Park, PA
    OOB is a part of the RF signal that comes from the coax. OOB = Out of Band, where commands and authorization comes from the head end. The other part of that RF signal is In Band, which is the actual picture/sound part of the signal. I truly don't believe this is a Verizon issue, I would call TiVo and tell them that you are seeing 377dB for the OOB SNR. If you happen to have a Verizon STB, put it in place of the Roamio and look in the diagnostics of that (Menu - settings - system information - hit info button), and you'll see the actual OOB SNR of that line, it likely will be around 24-26dB.
     
  20. cram501

    cram501 Member

    70
    0
    Oct 22, 2002
    The card, at this point, is working as expected. From those settings the card is authorized but is not paired with the device. That "Val=" needs to have a number after it and not a question mark.

    One thing to keep in mind when pairing. There is a step some techs do that resets the card and changes the Data Id on your system (I think this is when they deactivate and then reactivate the card). When this occurs, they must re-enter the new value on their side or you won't get the copy protected channels (HBO, CINE, 143).

    When you got the second card working, you said it displayed a "MP" in the Auth field. You must see an "S" there for successful. "MP" means packets were missing when the card was authorized. (http://support.tivo.com/app/answers/detail/a_id/2569). I'm not sure what could cause this although I'd suspect someone on the Verizon side of things.

    One thing you can do is post on the Verizon Direct channel on DSLReports (https://secure.dslreports.com/forum/vzdirect) - (You'd have to register). Those posts are private. You can post the appropriate information (Data ID, Device Id, etc..) and they can authorize/pair the card for you. Verizon techs monitor the forum and will respond to you there. It may be quicker than waiting for a truck roll. I've had pretty good success posting there.
     

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