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New Fios HBO cablecard issues

Discussion in 'TiVo Premiere DVRs' started by MrMac1958, Aug 11, 2012.

  1. Aug 15, 2012 #21 of 120
    djmik

    djmik New Member

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    Aug 14, 2012
    I am a FiOS cablecard customer who uses a Silicon Dust HD Homerun Prime and Windows Media Center. I have the same problem which suggests this is a cablecard-only issue with Verizon.

    I too have been on the phone a few times and got a new cablecard but the cablecard still reports that I need a subscription. The cable box I have still works. It is worth noting that this is affecting both of HBOs properties, HBO and Cinemax, all channels. The rest of my pay content has no problems.

    My last call ended abruptly and I was bumped out to the main menu. This has become frustrating. Before that, I tried sharing advice from here concerning the Val: data in the cablecard's Conditional Access section. As she was going through her steps of which I had been through 4 times already, I lost her. No call back yet which means another 10 minutes wading through that auto-attendant to be placed on hold for another 10.

    I will check back here for news and post results of my experience too.

    Good luck all.
     
  2. Aug 15, 2012 #22 of 120
    djmik

    djmik New Member

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    Aug 14, 2012
    I got my problem fixed. I was sceptical at first and explained I did not want to go through the usual tests. She seemed to still head in that direction and performed a cablecard test. Right after that, she told me she would try something different and reloaded the card. I though this is what thjye did before but now I have all of my HBO and Cinemax! I asked for any specific language that can help you guys and she stated she performed a "CC Reload" on my cablecard. I checked the conditional access info as Calitivo indicates and it now reflects a value of "V" for Val:.

    Good luck guys.
     
  3. Aug 15, 2012 #23 of 120
    lcualoping

    lcualoping New Member

    18
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    Nov 22, 2011
    I'm having this same problem, too. We have a Premiere with an M-card that's OK, but our older S3 has S-cards and it's not showing any of the HBO/Cinemax channels. I looked in the CableCard Conditional Access menu but the S3 doesn't show a field called "Val:" Our Premiere does, though. Do you really need M-cards for this to work? I called Verizon a couple of days ago and all they could do was send me more S-cards. If I want M-cards apparently I have to go through customer service and pay a fee. I got the replacements in the mail, but they're not even provisioned so no channels show up at all. Verizon's tech support has long wait times right now so I can't talk to a tech at the moment.
     
  4. Aug 15, 2012 #24 of 120
    lcualoping

    lcualoping New Member

    18
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    Nov 22, 2011
    So I just got off the phone with Verizon tech support for the second time today and they still couldn't get my S-cards to work. She even tried the "CC Reload" method of provisioning the cards, but that didn't work either. Right now I'm back where I started where the only channels I'm missing are the HBO/Cinemax channels. They're dispatching an on-site tech tomorrow morning and put a note that they bring 2 M-cards with them. Hopefully that will straighten things out...
     
  5. Aug 16, 2012 #25 of 120
    aaronwt

    aaronwt UHD Addict

    19,668
    113
    Jan 31, 2002
    Northern...
    I thought this problem was already solved? I thought you needed M-cards and it was fine. When I had my S3 boxes, I had changed my six S-cards out to M-cards in 2009 in anticipation of getting my Premieres in 2010.
     
  6. Aug 16, 2012 #26 of 120
    lcualoping

    lcualoping New Member

    18
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    Nov 22, 2011
    OK, finally got this issue straightened out. You definitely need M-cards for HBO/Cinemax to work now. The S-cards are probably just too obsolete to handle this new copy-protection scheme. Their CableCard menus are also different from the M-cards so you won't see that "Val:" field. Another potential roadblock the on-site tech ran into was that one of the M-cards he got was not in the "checked-out" inventory for some reason and the back-end activation system wouldn't recognize it. We had to wait for another tech to drive here with another card. I guess it best that they take more than 2 with them if they're going to swap you out just in case one of them won't work.
     
  7. Aug 16, 2012 #27 of 120
    Gregor

    Gregor save the princess save the world

    47,478
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    Feb 18, 2002
    Not true. I have 2 S3s running just fine on S cards. They have been paired correctly from the get-go.

    It may be true that the Verizon can no longer pair S-cards that are not paired correctly.
     
  8. Aug 16, 2012 #28 of 120
    philhu

    philhu User Since Day ONE!

    835
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    Apr 11, 2001
    Funcity, MA
    I had this problem on my premiere.. My 2 tivohd worked fine

    Fios insisted on sending me a new cablecard, it did same thing

    Got a 'cablecard' specialist who did the 'cable swap' method of pairing. It took 11 minutes BUT WORKED!

    My 'Val' field on the conditional access screen was '?' (0x00). After fix, it is now 'V', 0x01. Note on my tivohd, this field is 'V', 0x02
     
  9. Aug 16, 2012 #29 of 120
    mikein21061

    mikein21061 New Member

    7
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    Feb 15, 2008
    hey guys, My M-card managed to work out once i had the level 3 tech pair them correctly. No such luck though with S-cards. I'm wondering if there's a firmware updated from tivo required?
     
  10. Aug 17, 2012 #30 of 120
    marleyboy

    marleyboy New Member

    3
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    Jan 3, 2005
    Two different M-cards, still no HBO. Verizon support rep claims they updated their info with the new CableCard, Host ID, and Data ID information, still no luck. And the "replacement" card also loses all of my non-broadcast channels too (no USA, TBS, CNN, Discovery, etc.).

    The CSR claims the only thing left to do is "upgrade" us to a set-top box. I told him I will cancel my recently renewed Verizon service before I add another set top box, but will wait until after they send a service technician out here to fix it before I do that.

    ***UPDATE***

    Finally fixed. Took getting transferred to Customer Service, who didn't understand why the support rep transferred me there, he then got a different support rep, who got it fixed. Turns out that despite the first support rep assuring me the CableCard ID, Host ID, and Data ID information they had matched, it actually didn't. Once the new support rep (thanks, Ryan!) got all of that information corrected on Verizon's end, everything is working. (FWIW, he asked me for the "POD ID" number, which appears to be the same as the CableCard ID.)
     
  11. Aug 17, 2012 #31 of 120
    aaronwt

    aaronwt UHD Addict

    19,668
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    Jan 31, 2002
    Northern...

    This has always been the case cable card installs from cable companies. Making sure they had the correct info, and also having the correct person to enter the info. Without them having the right info and without the right person, the customer is screwed.
     
  12. Aug 18, 2012 #32 of 120
    Gregor

    Gregor save the princess save the world

    47,478
    131
    Feb 18, 2002
    Unfortunately very, very true. Glad it got straightened out.
     
  13. Aug 18, 2012 #33 of 120
    jkeefe

    jkeefe New Member

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    Aug 18, 2012
    I have same problem and wasted an hour on the phone with FIOS center. I dropped HBO/Cinemax. If we all drop it, Verizon and HBO will figure it out.
     
  14. Aug 18, 2012 #34 of 120
    aaronwt

    aaronwt UHD Addict

    19,668
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    Jan 31, 2002
    Northern...
    It won't make any difference. HBO is also the main reason the DirecTV has to encrypt the HD channels for commercial distribution like in a hotel. You have to get a special TV with a Pro:Idiom decoder which adds to the cost of a normal HDTV. We went through this at work and was told HBO was one of the main providers that pushed this.

    Besides a few subscribers from FiOS won't make much difference. If you got the big providers with over 10 or 20 million subscribers and had a large percentage of those people cancel, maybe it would make a difference. But FiOS only has a few million TV subscribers and even less HBO subscribers.

    For me, the only reason I even have Cinemax is because it's included with the Ultimate TV tier.

    Although I will subscribe to HBO for a short time only to watch a specific show, like Curb Your Enthusiasm. But once the show is finished I cancel the HBO subscription. Even at the current $8 half price deal that FiOS offers I won't subscribe to it.
     
  15. Aug 18, 2012 #35 of 120
    Brentc11

    Brentc11 New Member

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    Jun 24, 2002
    I have a TIVO HD with two S-Cards. Last week I lost access to HBO and Cinemax. All other channels were viewable including Showtime and AMC.
    When I tuned to HBO, I got the gray cablecard screen advising me to call the cable company (verizon). After a couple of calls, I was told that it was a software issue regarding HBO encryption of cable cards and that they were working on it. After 5 days and no HBO access, I googled the issue and saw that some people were getting HBO access with the M type Cards. So I went to the verizon store and got a new M-Card. I removed the 2 S-cards and put in the new M-card into slot one. I then used the verizon inhome agent software to attempt to activate the cards. On the last screen I was told activation failed and to call verizon support. Nevertheless, my TV was now working and I was receiving every channel except HBO and Cinemax just like before. I then called tech support who first issued an activation command and after rebooting, I then only received the basic channels and not HBO, Cinemax, AMC or STARZ. I told the support person that I thought there was both an activation and pairing step and then he sent some sort of reboot instructions to the card. This resulted in a regain of AMC and Starz, but not HBO and cinemax. I then went through the cablecard troubleshooting steps at

    CableCARDs: Troubleshooting with MMI Screens
    http://support.tivo.com/app/answers/detail/a_id/137

    for missing channels. From this I was able to determine that my cable card was not paired though it was activated. This information was on the conditional access menu of the cablecard diagnostic screen. If I clicked on the pairing menu, I would get the grey cable card screen. I then called back verizon support and told them that my cable card was activated but not paired and needed to be paired with my TIVO. After giving the technician all the cablecard numbers again, he issued a command and in a few seconds, I had HBO and cinemax access again. (Note, The TIVO page says the pairing command is different form pairing a card to a set top box than to a TIVO.)

    After checking the system information screen, the conditional access menu now showed that the card was paired. Oddly, the pairing selection still gave the grey call the cable company screen. Since it was now working, I have chosen to ignore this.

    Bottom Line: Get an M-Card if you don't already have one. Then call Verizon to have them activate AND pair the cablecard with the TIVO.
     
  16. Aug 19, 2012 #36 of 120
    aaronwt

    aaronwt UHD Addict

    19,668
    113
    Jan 31, 2002
    Northern...
    You should have switched to an M-Card years ago. Just to save on the cable card rental fee. It makes no sense to use two S-Cards if your box can use an M-Card. At least when rental fees are involved for every cable card.
     
  17. Aug 21, 2012 #37 of 120
    bogart

    bogart New Member

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    Sep 24, 2002
    Jersey...
    This might help. The Verizon technician who originally activated the cards (and the specialist he consulted) did not know how to resolve the HBO issue. They left an open ticket. I called the local office and they did.

    There are two commands that might work: "Re-validate" card and "swap" card.

    Oddly, one worked on the Series 3 and the other worked on the Premiere XL4. I'm not sure which, so try one, then the other if necessary. They both have M-cards.

    The local Verizon agent said that sometimes TiVo has to do something on their end before Verizon can fix it. This was not necessary in my case, perhaps because the cards were newly activated. It might be worth checking in with TiVo first.
     
  18. Aug 21, 2012 #38 of 120
    rrm820

    rrm820 New Member

    5
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    Jun 27, 2005
    My issue is finally resolved. After reading posts here about multi stream cards, i decided to call Verizon back and have them ship me multi stream cards hoping that would resolve my issue. The verizon rep, Charlie from Pittsburgh, said he could do that but he didn't think that would solve my problem. He went on to tell me that when he first heard rumblings about this issue, he consulted with a 40-year Verizon veteran techie who knew the exact 'magic' to fix this problem.

    Basically, it is a Verizon problem and the Verizon tech needs to confirm the cable card info, then the tech has to run the following command 'VALIDATE SETTOP BOX' command. He said many techs don't know the command or what it does, and some times it can take up to 20-25 minutes for the command to fully execute (which is why most techs shy away from using it). But needless to say, it worked for me. He did say that sometimes if you are using 2 cards, you have to pull the cards and swap ports before the command is run. But i didn't have to do that.

    So for anyone still having problems, i suggest calling Verizon, reconfirm all the card info, then have the tech execute the VALIDATE SETTOP BOX command and you should be good to go.
     
  19. Aug 21, 2012 #39 of 120
    bogart

    bogart New Member

    33
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    Sep 24, 2002
    Jersey...
    I think that's the same command I called "re-validate" card.
     
  20. Sep 16, 2012 #40 of 120
    global_dev

    global_dev Member

    122
    0
    Mar 15, 2010
    Northern VA
    i got my cards to work , after calling in and having the auomated computer system (not CSR) do reset on my cards... it was after hearing my cards were already activated, but not working...

    ---- update
    9/18 Cinemax not working again - VZ sending new cablecards
     

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