1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Official Comcast CableCard Thread!

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

  1. May 8, 2007 #2621 of 9367
    Gregor

    Gregor Active Member

    46,746
    14
    Feb 18, 2002
    I really don't understand why they don't automate it via a webpage or something. Reading long strings of numbers on the phone and transcribing them is just asking for trouble.
     
  2. May 8, 2007 #2622 of 9367
  3. May 8, 2007 #2623 of 9367
    acc10x

    acc10x New Member

    23
    0
    Mar 9, 2005
    seattle
    AGREED!!! i previously owned a S2 that went kaput last summer, switched to the moto 3416 and then decided to go back to the loving arms of tivo and a S3 with the recent welcome back deal. i'd read nothing but good things about installs in the seattle area (where i live) and i read up up and up on all the issues just in case, and it still took 2 days (including a second trip to the local comcast store to swap the cards in the hopes it was them), about 6 hours of phone time with at least a half dozen tech reps -- along with lots of waiting inbetween while the signals queued up on a busy network highway to come through -- and a house call by a technician (who did nothing other than what i'd been doing previously), before i finally got both cards working properly with the premium channels. i even had my laptop open with the common install probs discussion from the forums, telling the reps "i'm seeing X issue, when means you need to do Z resolution." still took two days.

    comcast sent a tech out on the second day and we both agreed that it wasn't anything on my end and it was ALL ABOUT getting the right person on the phone at the head end who understood all the issues about pairing and authorizing the cards, and had actually done it before. previous to getting this rep i had been told by the others that: the cards were bad (hence the trip for a 2nd pair); that both should be paired at the same time; that everything is okay; that they re-sent the right authorization information to the cards and its out of there hands... yadda yadda yadda. 6 different stories from 6 different reps. finally when the right person was reached (the on-site tech called someone at the head end who he'd worked with previously on cablecard installs) they entered the correct pairing information (for the billionth time), re-sent the codes (for the billionth time) and i waited a few hours for the signal to get through the queue... and voila. FINALLY!

    i'm convinced that any knuckle dragger can do a home installation of the cards themselves. it's easy enough. it's just getting the people on the head end properly trained. i know folks in seattle have had nothing but glowing reports about easy installations, and maybe mine was just a fluke, but if what i went through is anything like what others have had to put up with when is comcast going to get its act together?

    as an aside, i discovered that the female comcast employees i spoke with were much nicer and much more willing to work through the un/pairing -slash- authorization issues than the male reps. men: nothing wrong on our end, i show everything is authorized correctly, it should be working now, and if it's not just wait a few hours and it will (or it won't and you'll have to call back). women: i'm very sorry it's not working and this is your 4th call asking to have the exact same thing done yet again for the billionth time. i promise i'll do my best to get everything working for real before hanging up.

    </rant>
     
  4. May 8, 2007 #2624 of 9367
    TattooedBones

    TattooedBones New Member

    22
    0
    Jul 8, 2002
    Hello,

    Just wanted to post my experience with the install. Thanks to this (very long) thread I was armed with lots of info. Bought my Series3 on the $499 deal going on for previous Tivo customers, got free shipping & free wireless adapter.

    I started by calling Comcast, politely explained that I was concerned about the install, that this Tivo was a very expensive piece of equipment and would like to have an experienced tech dispatched.

    Tech (subcontractor) showed up on time, armed with 4 ex-Adelphia cable cards.

    I had the area clean, and the TiVo easily accessable. WiFi was already configured.
    Tech explained that he had done two of these and they were extremely difficult and that he makes no guaratees to get it working.

    He had a good attitude overall though, I showed him the Install instructions and he did look them over. One of the cable cards could not be called in because it was still in the system as being with a previous customer.

    Tech installed card slot 1. The info would not display until we went to the Diag screen, then the card info screen was OK. He wrote down the info for Card1, and then installed Card2.

    Then he called in to provision both cards. He provisioned Card1, verified that we were receiving channels (test channels) and then provisioned Card2.

    We then stepped through some of the guided setup and he left when the large download was taking place (which failed once).

    Once today's guide info was pulled down, I began investigating channels on both tuners (toggle between them with the LiveTV button) I only had a handful of channels that worked on each tuner, however FoxHD worked on both tuners although no other HD channels worked. The Tech did say to give the channels some time. I scheduled my wife's soap opera to record in HD and went to work (around Noon). By the time I got home at 8pm all of the channels are working fine on both tuners. Soap recorded fine in HD as well. Set up the rest of my Season Passes.

    Was also able to schedule a Season Pass via Tivo.com (which rules!).

    The tech did say that Comcast is going to be getting rid of the Adelphia equipment and I'll have to have new CableCards done when that happens. Still, process was smooth and I am SO glad to be back with Tivo!

    Lessons learned: When making your appointment, ask that the tech bring more than 2 cards. Seems like common sense but an inexperienced person may assume the process is smooth. My day would have been VERY different had the tech arrived with two cards because one could not be provisioned.

    2nd Lesson Learned: Don't panic if your channels aren't all there when the tech leaves. I gave mine about 8 hours and they all showed up on both Tuners.
     
  5. May 9, 2007 #2625 of 9367
    ChickenCheese

    ChickenCheese with BBQ sauce

    744
    0
    Sep 8, 2003
    PA
    Last night I find out that I'm not getting all the channels I should. I flip to the other tuner and it's working perfectly. One cablecard seems to be acting up. I called Comcast and after an hour, it still wasn't working. Now I have an appointment scheduled for this Saturday.

    Now, here's the interesting part. Earlier in the day, I called Comcast about my bill. They were charging me $8.90 for an additional outlet fee. It took a few rep, but I finally got someone who understood that both cablecards are in one device. She agrees to remove the charge.

    Then later on I discover that I'm missing channels on one cablecard. Coincidence? :confused:
     
  6. May 9, 2007 #2626 of 9367
    Steve Richards

    Steve Richards New Member

    51
    0
    May 6, 2004
    Norwell,MA
    Not.


    I called to have them fix my billing and it disables one card. They either don't know how to do it or the software isn't correct at all the Comcast local sites.

    One rep I talked with said to just call and get a credit every month. Go figure...
     
  7. May 9, 2007 #2627 of 9367
    CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
    1
    Feb 28, 2001
    North...
    Very unlikely. A good number of people have discovered that their local franchise software will not allow a cablecard to get service unless it has a separate accounting line item to be charged. Even given good-will by your franchise, it can be tough to find a workaround that works in their local software.

    Comcast corporate realized that and instituted their $1.50 charge for the second cablecard to handle that problem. So your task is to convince your local franchise to use that line item code (but not all local franchises know about it or can use it).

    If you continue to have problems (ie, your local franchise gives up and refuses to find a solution for you), there's a phone number in this thread somewhere of someone in Comcast corporate who's willing to talk to them. Probably searching for "Philadelphia" within the thread is the easiest way to find it.
     
  8. May 9, 2007 #2628 of 9367
    ChickenCheese

    ChickenCheese with BBQ sauce

    744
    0
    Sep 8, 2003
    PA
    Thanks for the help. I looked back in the thread and found some posts by TerpBE, who was in the same situation as me (called to get the A/O fee removed, then one card stops working).

    He had the contact info of a person who knows what she's doing. I'm going to try and give her a call today to see if she can straighten it out.
     
  9. May 9, 2007 #2629 of 9367
    TerpBE

    TerpBE Go Terps!

    682
    0
    Jan 23, 2003
    Philly 'burbs
    I hope it works out for your ChickenCheese. You should call her too, Steve Richards. I've only gotten one bill so far since getting it straightened out, but it looks like the solution was to give me an "A/O charge" of $0.00.
     
  10. May 9, 2007 #2630 of 9367
    ChickenCheese

    ChickenCheese with BBQ sauce

    744
    0
    Sep 8, 2003
    PA
    Thanks for the contact info, TerpBE. I just called her and left a voicemail. I'm at work, so I'm not sure she can do anything right now without me being in front of the TV. But I was hoping she could at least put the right info into the system.

    I just don't want to get caught in that loop where they get the card working, charge me for the A/O, remove the A/O, card stops working, get the card working again, charge me for the A/O,....
     
  11. May 9, 2007 #2631 of 9367
    TerpBE

    TerpBE Go Terps!

    682
    0
    Jan 23, 2003
    Philly 'burbs
    Yep, I was in that loop for 3 months.
     
  12. May 9, 2007 #2632 of 9367
    squiredogs

    squiredogs TiVo'er since 1999

    103
    0
    Aug 14, 2006
    A repost: My Cablecard in slot 2 died, Comcast is coming today -

    Question - I'm running the unit with 1 cablecard now. It receives all of my channels fine. Do I just "continue" the CC installation with Card 2 when the cable guy comes today, or do I start over from the beginning with Card 1?
     
  13. May 9, 2007 #2633 of 9367
    ivyvine420

    ivyvine420 New Member

    89
    0
    Mar 14, 2007
    Berkeley,...
    You should just be able to deal with the one that is broken. I know that I had my cable card in the first slot for 2 days before the second could get delivered and installed. I then switched both of them myself to the new series 3 (old unit had broken OLED display and was being sent back). I think that the only reason they say to use #1 first is that with some dual slot or just dual whatever machines, if you only use one, you have to use a specific slot (#1), but if using 2 then it doesn't matter much as they are both separately working slots. The way to install them, one at a time (#1 being the first), is just the best procedure to use to install the items and have them work properly...

    You should be fine, the only problems might be with the new cablecard that will get installed (if it causes problems by being faulty or something), or it not getting paired properly. I would make sure that you have your Host Validation as Valid and not Unknown for the Copy Protection Management System that they will enable again soon, since you will already have a tech there to help fix it with comcast if it is not already correct for your one card and your other card ends up needing it...

    ;)
     
  14. May 9, 2007 #2634 of 9367
    squiredogs

    squiredogs TiVo'er since 1999

    103
    0
    Aug 14, 2006
    Thanks Ivy, good advice about the Verification. I just checked, I'm good (Valid 03).

    Now if the guy just keeps his appointment...
     
  15. May 9, 2007 #2635 of 9367
    audiowizard

    audiowizard New Member

    52
    0
    Mar 25, 2005
    Not in my experience. Between the Tivo install instructions, over half a dozen technicians on the telephone, a technician on location, several phone reps, and six Motorola CableCARDS, it took about six hours for the CableCARD installation to work. There seemed to be 'something wrong' with 4 out of 6 of the cableCARDS. Almost all of Comcast WA had little or no experience with the Series 3 Tivo and CableCARDS. The technician spent the first few hours doing everything I had tried the day before, in half the time, haha. Poor guy was too confident walking in, he dismissed the Tivo instructions, and later sheepishly kneeled before them, too bad the CableCARDS were so problematic.

    My recommendation, make SURE your installer has at least 6-10 cableCARDS.
     
  16. ChickenCheese

    ChickenCheese with BBQ sauce

    744
    0
    Sep 8, 2003
    PA
    Well, after leaving a few voicemails for the person that TerpBE gave, I still haven't heard back. I guess I'll just have to wait until they come out on Saturday, which would be a waste of time.

    I just don't get it. The tech is going to show up and then call some secret number to get my card working again. Why can't I just cut out the middle man? :confused:
     
  17. ivyvine420

    ivyvine420 New Member

    89
    0
    Mar 14, 2007
    Berkeley,...
    I just called yesterday to try and get my cards validated for the CPMS, and was told by the woman I spoke to (after her checking to see if there was another # I needed to call for that topic specifically), that I *had* to have a tech come out and deal with it all. So I have a Sat 4-6pm timeslot truck roll appt waiting, and hopefully it will go well (didn't really have any problems when installing the 2 cards in the first place, so I hope that means things will go smoothly - and quick).
     
  18. scoobydooby

    scoobydooby New Member

    19
    0
    Mar 16, 2006
    I'm in Comcast hell.

    Installers showed up early. One of them had never seen a Cablecard. Bad start.

    He read the numbers to the rep. but thankfully I was paying attention as he was reading them wrong (actually managed to get 3 of them wrong).

    He showed me a few channels and I was foolishly tricked into thinking everything was working. Then they left.

    Of course, they don't work (no surprise) and 4 hours of calls now still have me getting idiots who "will send a signal to the cards".

    This is one of the most frustrating installs I have ever been through. Tivo is in deep doodoo if the sales of their devices depend on these idiots at the cable company.
     
  19. jayssss

    jayssss New Member

    6
    0
    Apr 9, 2007
    So, after going through billing hell last month, I get this month's bill, and it is wrong yet again. I have two cable boxes and a Tivo S3 with 2 cable cards. My bill has the regular Digital basic charge, three digital service A/O charges for $5.99 each, and a cable card charge for $1.50. I call and immediately ask for a supervisor. She tells me that I have to pay $5.99 for each cable card PLUS $1.50 charge for the second cable card. In a word, bulls**t! I was nice to her but soon realized she was of no help, and wouldn't let me escalate further. I decided to go to my local comcast office, and the guy at the counter looked at it and corrected it (I hope). All my cable cards and cable boxes still work, so I think he did it correctly.

    Jay
     
  20. ChickenCheese

    ChickenCheese with BBQ sauce

    744
    0
    Sep 8, 2003
    PA
    Well, I finally heard back from the contact that TerpBE gave out. She was able to correct the billing AND get my second card working again! I'm glad I was finally able to speak to her as she said there was no record of Comcast coming out tomorrow morning :( I would have been extremely mad if I waited around all morning and then no one shows.

    She said she was going to pass the info along again to try and resolve these "training" issues.

    Thanks to TerpBE for the info :up:
     

Share This Page