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New Fios HBO cablecard issues

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

  1. Feb 4, 2014 #101 of 120
    shamilian

    shamilian Member

    442
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    Mar 26, 2003
    NJ
    Can you give me a pointer to the discussion or brief explanation of the pixelation issue (Does is concern premiere). I recall that Romeio required a newer card but I think that issue was fixed....
     
  2. Feb 4, 2014 #102 of 120
    shadoh

    shadoh New Member

    94
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    Jul 29, 2004
    Dallas, TX
    Well, it looks like a lot of you are reporting a lot more success, whether it's via phone, Twitter, or Live Chat. I'm glad to hear! Hopefully things are improving over there (or maybe it took us to learn what buzzwords to give them).

    It hasn't even been two weeks since I had to sit through several grueling hours of phone support to get this issue fixed on my units. I got a survey after my first phone call, and I let them have it. A representative contacted me later to discuss my survey, and she apologized and said she would credit me a week's worth of HBO since I didn't have it for all that week. I said that, while I appreciated the credit, I would gladly pay my service fees if it would have saved me wasting hours of my time on the phone. I would like to think that the word is getting around on their end, but I'm very glad we have this community to fall back on.
     
  3. Feb 5, 2014 #103 of 120
    NotVeryWitty

    NotVeryWitty Too Big to Fail

    764
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    Oct 3, 2003
    Central Mass.
    http://www.tivocommunity.com/tivo-vb/showthread.php?t=507823

    I'm quite sure the problems were specific to Roamios. Late in that thread, TivoMargret says they were working on a fix for older cablecards. She never replied again in that thread, but elsewhere I saw her mention that an update fixed the issue.
     
  4. Feb 6, 2014 #104 of 120
    shadoh

    shadoh New Member

    94
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    Jul 29, 2004
    Dallas, TX
    Here was my experience, for what it's worth.

    I had previously had Twitter conversations with the Verizon Twitter team (@VerizonSupport), so we were already following one another. Knowing I was about to need their help, I did both an @ tweet to them, and I sent them a Direct Message (DM), letting them know I needed help to have a CableCARD "manually re-validated."

    I did all the cabling to switch over my TiVos, then moved my CableCARD from one TiVo to another. When it finished booting (it's a Series 3, so it took a while), I got the CC screen with all the info on it (Host ID, Data ID, etc). Checked Twitter.... nothing. I waited a while and kept checking... nothing. Finally, after over an hour of waiting with no response, I gave up on Twitter. Then, I logged on to the Verizon website and started a live Chat on the Support page. There was about a 10-minute wait before a rep started chatting with me. However, once the rep responded, it was smooth sailing. She did ask me why I needed my CC re-validated, but when I briefly explained, she immediately asked me for all my #s (serial #, CC ID, Host ID, Data). About 90 seconds later, she said it was done. I checked -- HBO worked, channel 131 worked -- score!

    The Twitter support team ended up responding eventually (over an hour and a half after I initially tried to get their attention), but I was very happy with how smoothly the online chat went.
     
  5. Feb 7, 2014 #105 of 120
    MookieDoug

    MookieDoug New Member

    20
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    Apr 6, 2009
    Natick, MA
    I had a very similar experience as Shadoh. Yesterday I got my new Roamio Plus and after having problems in years past with phone support on Cable Card validations, and past success stories with Twitter, I started there. Sent an @ and a DM as we've talked in the past. It was around 8 pm EST, and I didn't get a response for over 30 minutes; when I did, it was simply, "Sure we can help, start an online chat session." I was skeptical, but did that and while it took about 30 minutes to get it set up, the cable card got activated. I had TV channels but NO HBO, but before I could mention this to them they said "Wait while we re-validate the card", and sure enough with that HBO came through. Also, I'm now getting BEiN Sport, which my old Tivo HD never was able to receive, even though it was part of my service.
     
  6. Apr 9, 2014 #106 of 120
    zubinh

    zubinh Member

    171
    0
    Jun 7, 2004
    Long Island, NY
    I had the exact same issue. Got 3 months of HBO free and nada on my Roamio. Called Tech support and he read off some script about it being a known issue with Tivo and that my box needs a Tivo software update. What total BS. That was before I searched here. Dumb mistake on my part. Called back, had them do a manual validation and it worked in 5 minutes.

    So Verizon uses their own internal system to search for a wrong solution when they could've Googled it and given me the right solution the first time. Unbelievable :confused:
     
  7. May 1, 2014 #107 of 120
    lemieuxfan67

    lemieuxfan67 New Member

    19
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    Aug 29, 2007
    Was having same issue with my new box. All channels but HBO working. Contact @verizonsupport on twitter. Had to start chat with them so that they could verify account info. I explained all channels but HBO worked, Tivo said HBO not authorized. I told chat agent that cable card needed manually re-validated and that should work. Within minutes HBO was working. I would highly recommend the @verizonsupport method as I was able to resolve from start to finish in under 30 mins with no phone calls!!!
     
  8. Jul 6, 2014 #108 of 120
    NaperTiVo

    NaperTiVo New Member

    5
    0
    Jul 8, 2003
    Plano, TX...
    My issue started after they added HBO to my Fios. It worked on one Premier so I didn't noticed for a few days. Turned out it was not working on 1 Premier, 2 Premier XLs, and 1 THD. I have been on the phone with support three times and they even sent a tech out. They were sending a 2nd tech out when I decided to google the issue. Stupid me for not checking sooner. Called in again and had them do a manual verification of the 5 cable cards that were not displaying HBO. After verifying all the numbers it took about a minute on each one. All are working now! So obviously this is still an issue for Verizon and they still don't have it in their notes for the techs on how to fix.
     
  9. mikead_99

    mikead_99 New Member

    1
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    Aug 24, 2014
    Since this thread started in 2012, I think it is safe to say they will not be updating their notes. Verizon is required by law to support cable cards, they have no incentive to do so beyond compliance with the law. If it were easy to turn on a third party box with a cable card they may lose business on their own set top boxes. I just went through a week and half of this switching a good M-card from a series 3 to a Roamio+. At one point the card became completely de-activated and they had a field visit scheduled. After reading this thread I got on Twitter with @verizonSupport and had it fixed in 15 minutes. So annoying...
     
  10. aaronwt

    aaronwt UHD Addict

    19,167
    21
    Jan 31, 2002
    Northern...
    It's much better than it was seven years ago on FiOS. It's also better with Comcast compared to seven years ago when dealing with cable cards. It is so much better now dealing with cable cards than back in the "dark ages" of cable card use.
     
  11. surfnutbry

    surfnutbry New Member

    12
    0
    Jan 21, 2004
    Today I moved two Tivo's from Comcast to Fios. The installer was able to get everything working except HBO and Cinemax. I spent hours on the the phone with Verizon customer support and nothing they suggested worked. The support agent claimed that he had tried everything so he decided to drop ship two new cable cards to me. He suspected that they would arrive in a couple of days. After I hung up, I tracked down this thread. Years earlier, when I needed to install cable cards the information in this forum was key. After reading this thread, I called support back and said the magic words "manual validation", gave her all of the Id's and had her verify them back to me, and like magic "Val:?" changed to "Val:V" and presto I have HBO and Cinemax. I don't know why saying "manual validation" makes a seemingly impossible task extremely simple, but it does. Perhaps customer support is instructed to stall and do nothing until they hear "manual validation", to prevent all but the most persistent customers from using cable cards.

    Thanks again to all you who have came before.
     
  12. aaronwt

    aaronwt UHD Addict

    19,167
    21
    Jan 31, 2002
    Northern...
    The last time they shipped me a cable card like that, I got a new Actiontec router instead. Then I spent an hour on the phone trying to get it returned. In the end, it never got returned and I will never waste my time trying to do something like that again. I now have five of the Actiontec Routers gathering dust in my closet. FOr some reason FiOS has kept sending them to me over the last seven years, but I don't even use them since I use my own router on FiOS.
     
  13. Jan 2, 2015 #113 of 120
    billboard_NE

    billboard_NE North Shore MA

    1,398
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    May 18, 2005
    I just swapped TIVOs and lost HBO, I was familiar with the cable card validation issues, I have had good luck with the live chat. They first tried a reset, then when that didn't work they asked for the card ID, Host ID, and Data info.

    In no time I was up and running.
     
  14. LXIV

    LXIV New Member

    1
    0
    Jan 22, 2015
    I just created an account to specifically thank you guys for this solution. I had FIOS installed today, and HBO/Cinemax was not displaying on my Tivo Roamio. The tech tried for an hour and reset things multiple times.

    I read this thread, called customer service, and asked the guy to do a "manual validation." He asked for the numbers from the screen, and after a minute or so, the VAL:? changed to VAL:V. Everything is working fine now.

    Thanks!!
     
  15. Doug G

    Doug G Member

    72
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    Mar 3, 2005
    MA
    I just moved two M-cards to new premiere units from Series 3's and had this same problem with HBO. A chat session for manual re-validation did the trick in under 10 minutes. Luckily I got a rep in the know since I hadn't yet seen this thread but they mention that exact phrase. Personally I prefer the chat over phone calls, so just wanted to let everyone know.
     
  16. Mturck

    Mturck New Member

    2
    0
    Dec 21, 2013

    OMG am i glad I found this! I've been going back and forth with Verizon for a while now, with multiple reps who did nothing for me and keep trying to send me replacement cable cards. 1 tweet and 30 minutes later everything is fixed!

    Thanks SO MUCH!!!
     
  17. aaronwt

    aaronwt UHD Addict

    19,167
    21
    Jan 31, 2002
    Northern...
    I have been putting off pairing this card to my latest Bolt.. I guess I need to do it sometime. But fortunately it doesn't affect too many channels.
     
  18. genius069

    genius069 New Member

    5
    0
    Jan 5, 2016
    Thank god for this thread. Chatted w/ FIOS tech and told him I needed a manual validation and voila - all channels working. This should get added to a sticky that gives folks keywords to tell the techs at fios.
     
  19. global_dev

    global_dev Member

    110
    0
    Mar 15, 2010
    Northern VA
    wow, i just picked up a new bolt this evening. activated it and ran it through the system.

    swapped an M-card from a 2 tuner premiere, went through FIOS phone activation and of course got stuck at val:? i tried calling and really got no answer from the automated system. it's about midnight now and it looked like the online help was not available, but then it was suddenly..

    I told the CSR i needed a "manual validation" he asked for 4 numbers off the screen (S/N, ID, HOost, Data) and in a total 6 minute online conversation (from "hi, my name is Niranjan" to "i have successfully validated manually", it was fixed. i checked right then, and it was good. no reboot, no wait, no nothing. Thanks Niranjan! (I'm sure he'll never see this, but i just wanted to spread some good karma!)
     
  20. Feb 4, 2016 #120 of 120
    aaronwt

    aaronwt UHD Addict

    19,167
    21
    Jan 31, 2002
    Northern...
    I just say I need to re-pair the cable card. It's gone well the last couple of times in chat. Last week was the most recent and also the fastest. My channels were showing up in less than a minute after I typed in the Cable Card info while in chat.
     

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