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Official Comcast CableCard Thread!

Discussion in 'TiVo Series3 HDTV DVRs' started by amjustice, Sep 14, 2006.

  1. Mike Farrington

    Mike Farrington Active Member

    3,778
    0
    Nov 16, 2000
    If you've got "CP Auth Received", but you aren't getting your premiums, then it's probably a "rates issue". Call a Comcast CSR and have them check your rate codes. You're one step closer than I am. It's been almost 3 weeks, and I still just get "Waiting For CP Auth".
     
  2. myosh_tino

    myosh_tino New Member

    58
    0
    Dec 7, 2004
    Cupertino, CA
    Hi Octagon

    When you ordered your cable service was Comcast your provider or did Comcast buy/merge with another cable company? If so, then I agree with Mike that it's probably a "rate code" problem.

    When I had my cable cards installed, I couldn't get any digital channels. The reason for this was because I was on a grandfathered AT&T Broadband digital cable package. After getting me switched over to a Comcast cable package, the CSR had to hit the cards again to get them working.
     
  3. dconner

    dconner New Member

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    Mar 13, 2004
    Northern...
    In my experience, this seems to be the number one biggest problem at Comcast - the contractor "home office support line" is just as awful for them as regular customer service is for us.

    My working theory is that the only way a successful CableCard installation can happen is with a smart, experienced Comcast employee tech who "knows someone." I.e., a guy who knows all the backchannel lines of communication you have to use to really get things done, as opposed to the trained chimps who are theoretically supposed to handle everything.

    I've got Visit #4 scheduled for tomorrow, supposedly with a good, knowledgeable Comcast tech (which I hope is actually true, but still wouldn't be surprised to get a 19-year-old non-English speaking contractor.) We'll see....
     
  4. Mike Farrington

    Mike Farrington Active Member

    3,778
    0
    Nov 16, 2000
    Were you able to get "CP Auth Received" right away? I am in an area that very recently switched over from Adelphia to Comcast. I'm just wondering if rates play any role in "CP Auth", or just with the individual ECMs to decrypt channels. When talking on the phone, my rates codes still say "Adelphia" in their title. But CSRs and some techs assured me that it wouldn't have any bearing on getting my channels.
     
  5. aaronwt

    aaronwt UHD Addict

    19,184
    25
    Jan 31, 2002
    Northern...
    When mine showed that but I couldn't get the premiums the only thing that fixed it was a signal being sent from the head end. Not from the CSR you call but from a tech that was at the head end to input the info. Once that was done everything came up properly. The rate codes had nothing to do with it in my situation. But I also knew everything else was fine since I had 5 other cable cards that were receiving the proper channels.
     
  6. gbrown

    gbrown New Member

    74
    0
    Oct 31, 2006
    What you should groc from this thread is one important fact.

    DON'T SIGN THE WORK ORDER or LET THE INSTALLER LEAVE UNTIL YOU GET ALL CHANNELS ON BOTH CARDS

    My installer tried to leave and I refused to sign anything. When both cards worked meaning downloading the channel lineup and viewing a couple at randon(about 40 minutes total time on Internet connect), I signed the work order and gave them a tip.

    Everyone was happy.
     
  7. myosh_tino

    myosh_tino New Member

    58
    0
    Dec 7, 2004
    Cupertino, CA
    It's entirely possible that rate codes may not be an issue in your case because, according to you, your switch was fairly recent. Comcast bought out AT&T Broadband at least 3 years ago and I've had my grandfathered digital cable package for at least 5 years total. The Comcast CSR told me I was on a grandfathered package and she did say that the rate code is definitely an issue in my case. She also told me the Comcast techs would have to "hit" my cable cards again as well as send an initialization signal.
     
  8. Octagon

    Octagon New Member

    6
    0
    Sep 24, 2003
    Well a bunch of years ago I was under 'Garden State Cable' and they were bought by Comcast. I called several times last night and they seem to have a new speech for cable card customers now:

    "We currently have no way to troubleshoot cable cards because they are one way devices. We have no other information on how to troubleshoot them other then sending out a tech to your home."

    I got this same speech from three differnet csr's last night, almost word for word.

    Needless to say, I still have one card that loops forever in 'Firmware upgrade' and another that looks good on the status screen but still no encrypted feeds.

    I will try calling one more time tonight and just mention I used to be under 'Garden State Cable' and see if that helps. Also, the original tech is coming back out on Tuesday with 2-4 additional cards to try.

    Thanks for the ideas.
     
  9. KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    Seems like Octagon is in the same boat as me. I'm also on "Garden State" Comcast.
    Appointment was for Saturday between 2 and 5. Tech shows up at 4:30 with 4 SA CableCards.

    He left at 8:30. With all four cable cards. It was a complete cluster f(iretr)uck.

    I now have a Tuesday appointment (tomorrow) between 4 and 6. Comcast is sending a "Comcast Supervisor" with 2 brand new cards.

    I won't even go into the details of what happened, but here are a few snippits:
    "Wait at least 45 minutes for the card to update it's firmware" (we waited an hour)
    "Oh, wow, you can't use that card, it's in status code 'J'" (It was a stolen card)
    "Nope, you can't use that card, it currently assigned to someone else's account."

    There were "rate issues" as well... I'm considering giving up, sending back the Series 3, and suffering through the hell that is the 8300 explorer.
     
  10. Mike Farrington

    Mike Farrington Active Member

    3,778
    0
    Nov 16, 2000
    And just let the cable company win? Screw that. Make the cable company pay. Have them come out 5, 10, 15 times. What ever it takes. Beat them into submission. Make it cost them big money to get things working as it is supposed to.
     
  11. dconner

    dconner New Member

    106
    0
    Mar 13, 2004
    Northern...
    Well, anyone want to take a guess on who showed up at my door today?

    Yes, yet another contractor, one who'd never seen a CableCard before, and who was sent out without any CableCards to install! And I'm missing work for this....
     
  12. HORUS

    HORUS New Member

    36
    0
    Jan 14, 2007
    NJ
    I live in Jersey and recognize "Garden State" as home territory, but I don't know what Comcast customer would be considered former "Garden State" ones. I'm a Comcast customer in Jersey, 'Monmouth County', And I'm going on a little over a week trying to get CC for my recently purchased Series 3. The story I've been told is that they have been back ordered for a couple months now and that the SA cards they were trying to use are defective and they are waiting on a new batch from SA to fix the problem they've had. I've had two reps place me on a wait list, Assuming it's their own personal wait list because the second CSR didn't see my name on the first. I had one rep. inform me that they hoped to have the CC's in stock sometime this year. I'm curious what county you live in-in Jersey where you seem to be having techs come out with cable cards-where my CSR's are telling me they are non-existent.
     
  13. dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    50,975
    31
    Dec 3, 2000
    Long...
    I'm serviced by Comcast/Monmouth County. I heard that spiel from the guy who did my install Thursday before last, so I called back up after he was done and the rep scheduled another tech to come out the following Monday and he brought two SA CableCARDS. (That they could only get one working and even that one has since occasionally stopped working, and that they screwed up my internet and digital phone service for going on a whole week now and still can't seem to unclusterf*ck themselves about it is beside the point). They have them. There just seems to be a level of techs who are spouting some sort of denial about it, too.
     
  14. KevinG

    KevinG Member

    303
    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    Well, DELL has a 21 day return policy (from the day the order was placed), and TIVO wants me to subscribe within a week (only a few days left, at this point). As much as I want Comcast to "pay", it's my $600 on the line... Besides, they clearly are in the drivers seat here when it comes to who has to "pay" in the long run...they are still completely unable to tell me what the specific fees will be related to adding another outlet, and 2 cable cards.

    I'm in Mount Laurel, if it matters any. But, I specifically asked if there were Motorola cards, and the response was, "No, not in your area. We only use SA."

    I'm not expecting much for tomorrow night, and I've already alerted DELL that I may need an RMA and they have sent me the information on how to formally request one.

    Worst comes to worst, I send this one back (I only pay shipping), and get another one when Comcast has figured out WTF is going on.
     
  15. jeffsinsfo

    jeffsinsfo Member

    131
    0
    Oct 15, 2005
    San Francisco
    The problem with that plan is that you'll have no way of knowing when Comcast has finally figured out WTF is going on. In my case (documented pages above), it took several appointments before Comast got things working. I actually think that the first two cable cards they installed would have worked fine if only the staff in their office knew what they were doing when authorizing cable cards. It finally took a tech supervisor in my home speaking with a seasoned rep in their office to make things work.

    I, too, was tempted just to return my Series 3 given my hassles with Comcast, but now I'm glad that I kept forcing Comcast to come back to my house until they got things working properly because I really like the improved picture quality over my Series 2 (not to mention the dual tuners). I knew that the high def channels would look much better but I didn't anticipate how much better every channel would look on the Series 3.

     
  16. KevinG

    KevinG Member

    303
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    Sep 3, 2003
    Mt. Laurel, NJ.
    Well, I can at least rely on this forum topic. :)
     
  17. dconner

    dconner New Member

    106
    0
    Mar 13, 2004
    Northern...
    GODDAMMIT!!!!!!!

    So after they send a completely unqualified, unequipped contractor for Visit #4, I reschedule Visit #5. Good news, they can give me same-day service! At some unspecified time during the convenient 11AM to 8 PM window! So I tell them, fine, I'll be here all day, except that I have a 4:00 doctor's appointment that I absolutely cannot reschedule, but any other time....

    And of course, they showed up at my unanswered door at 4:00 on the dot. So Comcast has wasted an entire work day for me, and I get to play Comcast Roulette again on Wednesday evening between 5PM and 8PM.

    :mad: :mad: :mad: :mad: :mad:
     
  18. edubbrulez

    edubbrulez Member

    431
    0
    Mar 4, 2004
    SE, PA
    Okay so I have one Cablecard working (CableCard Slot 1), but the other (CableCard Slot 2) doesn't appear to be setup correctly. Comcast is sending a tech Wednesday AM, and I would like to be armed with information about the situation before he arrives.

    Here are my CableCard 2 Conditional Access settings:

    Unit Address: 0011D0908B
    000-02988-81163-098
    State: CA Disabled
    ECM PID: 0x0438
    Component PIDs:
    0x0A00 0x0A01 0X0A02
    0x0000 0x0000 0x0000
    Host Validation: Unknown 02
    Copy Protection Key: Disabled
    CCI: 0x02

    In looking at CableCARD 1 conditional access settings, it appears that CableCard 2 isn't provisioned correctly in their system. Is there anything that I can do (like remove and re-insert the card and have them send another hit to it)?

    Thanks for the help,

    Erik
     
  19. dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    50,975
    31
    Dec 3, 2000
    Long...
    I've not really detailed what sort of mess Comcast has made of my new service install, but today, after they've had a 7-day-old open ticket for repairing their screwing up my internet and phone service when installing the 2 CableCARDs (one of which doesn't work and the other usually works but doesn't sometimes and when it doesn't it'll work again after the unit is rebooted) and absolutely no progress and no info when I call, and nothing ever changes, I faxed off a letter to corporate detailing it all today, so we'll see if I get any sort of response tomorrow.

    I'm really trying to give them the benefit of the doubt here, and a chance to get their act together, but I'm so ready to roast them over the coals right now. It's just amazing how poor their tech support is and once things are escalated you lose complete access to any sort of info about what's going on.

    About the only improvement I've noticed sicne I gave Comcast a chance just with internet a couple years ago is that I no longer wait on hold much at all; I get a rep very quickly everytime I call. That the rep is incapable of actually fixing anything is another matter, though. One step at a time... :)


    Edited to add: Apparently either the fax worked or just coincidentally my internet connection is apparently being worked on because I'm seeing the modem get rebooted a lot and intermittently things can actually connect to the internet via that connection, so maybe there's some light shining at the end of the tunnel... Hopefully I'll actually get a progress report sometime tomorrow.
     
  20. cjett

    cjett New Member

    34
    0
    Jan 9, 2003

    You should have received a rate plan in your bill. If not, get one by stopping into the local shop. They MUST provide a written rate plan upon request... it's part of their rate disclosure laws. This rate plan must provide a rate for Cable Cards (their offering them), and if you're lucky, it will also contain a line about a "Dual-tuner, non-comcast DVR". If it contains the latter, you're in good shape... just hammer them on it, and escalate until you get someone who will listen - I forced the 3rd "supervisor" to call accounting and have them explain that line on the rate plan... she came back on after phoning them and apologized.

    Even if that "dual-tuner..." line is not in your rate plan... I think you are overpaying for the cable cards. If I recall correctly, the first one is free, the second is a 6.95 digital (maybe it's called enhanced???) outlet fee.

    cjett
     

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