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Official Comcast CableCard Thread!

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

  1. levineaj

    levineaj New Member

    3
    0
    Jun 22, 2007
    I went to the Comcast office on North Ave. on Saturday morning with my Comcast DVR box. In about five minutes I traded my DVR for two cablecards.
    When I got home and set up my TiVo HD, I put one card in (as instructed). TiVo recognized the card as a Multistream card and instructed me to not put in a second card.

    Being curious, I saw that I could receive maybe about 20 low-numbered channels. I then called Comcast to start service on my new card. After about 30 minutes of attempts, placing on hold, etc. I did not get any service initialized. I was told that a higher level tech who specialized in this sort of thing would call me in about 3-4 hours. After 5 hours, I called them back and was informed that they had scheduled an on-site technician visit for me on Monday. Mind you, they never informed me of this! How would they think I should know to be at home for this automatically scheduled visit?? Very frustrating. On the plus side, she said she would give me some sort of credit. Not sure of the amount, though.

    So anyhow, a technician came to my place this morning and after about 10 minutes of reading in settings to the main office, my channels began to come in.
    Interestingly, he said that both cards had to be in the TiVo, even though one is a multistream card (the second card is not). He didn't really explain why that is. (Does Comcast not yet support multistream cards yet?)
    He also said that the cards were assigned to my account but not activated at all. So whoever I talked with on Saturday did not know what they were doing.

    The technician then told me how, in his opinion, he did not like cablecards and much preferred cable boxes. Normally I would have debated this, but I just wanted everything fixed so I could get to work.
    Long story short, it was a bit of a hassle. I think if you are debating whether to do a self-install or have a technician come out, you may want to err on the safe side and just schedule a visit.

    Hope this helps anyone thinking about getting TiVo HD in Chicago.
     
  2. adamwsh

    adamwsh Member

    180
    0
    Oct 22, 2002
    I just called stupid Comcast to ask about CableCards. The first guy I spoke to said I CAN pick them up at my local service office (Philadelphia, PA suburbs). Then I asked him for a phone number of that office so I could call them to make sure they had them in stock so I didn't waste a trip. He couldn't find the number and got really cocky with me about it. So I asked for his supervisor and was left on hold for over 10 minutes before I hung up.

    I called back and (of course) got another CSR. This one told me that I could NOT pick up the cards and they have to be installed. I was told there would be $16 charge to install them.

    Nice conflicting info.

    I scheduled an appointment for this Saturday 8-10am. I'm going to pick up my new HD Tivo (the $299 one) from Best Buy tonight, so it should be all setup with the lastest software and ready to go with the Comcast tech guy shows up.

    Oh, I also asked the CSR to make sure she noted the work order that the tech should bring a multi-stream card and maybe more than one just in case the first one doesn't work.

    I'll try to post a follow-up after he has come and gone. Cross your fingers for me that all goes well!
     
  3. AGBulls

    AGBulls New Member

    89
    0
    Jul 30, 2007
    Chicago, IL
    Extremely useful advice from another Chicagoan...thanks! I'm still worried that if I go get the new Tivo, that I might regret it when Comcast releases their new DVR Tivo software (who knows when that actually is). I'll be very curious to hear your experiences if possible on how you like it or don't. Also, where did you actually buy yours? It seems like every single Circuit City is sold out as of todayin the area.
     
  4. DocNo

    DocNo Member

    624
    0
    Oct 10, 2001
    Bristow, VA
    That was my impression :(
     
  5. DocNo

    DocNo Member

    624
    0
    Oct 10, 2001
    Bristow, VA
    Does anyone have a link to any kind of rate sheet that shows the charges for cable cards by themselves?
     
  6. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL

    I'm now in the same boat as you. Everything works but HBO, and a tech is coming out tomorrow. Every time I go to HBO, I get the cable card info screen, and have to hit clear to proceed.

    I called back after the 4 hour mark, and this technician said there was no other department, that they used the "4 hour" call back just to see if it magically started working. It wasn't working, so she sent a couple more signals, and one of them mostly worked.
     
  7. ALK3011

    ALK3011 New Member

    40
    0
    Jan 27, 2007
    well...i just called back again too! She could not find my "ticket" and said she sent another "hit" as well. i still get that same screen. She told me that she is seaching for a technition to help me.

    I shared all my frustrations and now have recieved a credit for yesterday's installation fee of $17.98 and TWO $20 credits. but still no HBO. I am SO mad. I do not need a technition here, nor do i need a technition here - i can read the numbers. (Plus the technition left me 4 other single stream cards!) I have an m-card in there now.

    I am almost ready to just cancel the HBO service, save the $ there and call it a day.
     
  8. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL
    I spoke too soon. Not sure what they did, but I'm back to nothing working again. Guess I'll wait for the tech to show up in the morning.
     
  9. ALK3011

    ALK3011 New Member

    40
    0
    Jan 27, 2007
    oh - i am so sorry. If they don't get this fixed - i am cancelling HBO. I can rent a DVD and get better picture and sound. THe HBO shows i watched are not on anymore anyway. TIVO was supposed to make this easier not harder. I know why i had a DirectTV Tivo now - never a problem - EVER - but I could not get HD Direct TV - dish would not fit.

    I am NOT waiting for another technician. He did NOTHING for 4 hours yesterday but talk on the phone to tech support. I can do that myself.
     
  10. ALK3011

    ALK3011 New Member

    40
    0
    Jan 27, 2007

    If your tech helps you, could you find out what EXACTLY he did and post it - and his name and ID number so I can request him. (are you using an M card or 2 S cards?)

    thanks
     
  11. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL
    I have an M card. I rebooted the tivo, and I now have my non-HBO/Encore channels back. On the conditional access screen for HBO it says "Auth:CAD"; not sure what that means. For ESPN (which I can watch), it says "AUTH:S".
     
  12. DocNo

    DocNo Member

    624
    0
    Oct 10, 2001
    Bristow, VA
    Reboot your Tivo.

    My Cable Card 2 quit working, and I was gearing up mentally to call them back - then I decided to take a cue from Dogbert:

    [​IMG]

    It worked! Both cards initialized successfully and they have been working fine since. And I just did a Tivo reboot - no need to cut power.

    EDIT: Whoops, I see you already rebooted and it worked - woot!
     
  13. DocNo

    DocNo Member

    624
    0
    Oct 10, 2001
    Bristow, VA
    Where are you? I have a tech (I have his name and his employee ID :) ) as well as a name and extension of someone in the call center that actually understands billing.

    Just for Northern VA, unfortunately... (anyone else in NoVA - PM me and I will be happy to share).
     
  14. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL
    I'm up and running with all channels. I got my 4-hour call back 9 hours later, but it was the right person. It sounded like he's the only person in Chicago that does pairing (none of the tier 1 techs had asked for that info), and he also does dispatching, so Mondays suck for him. He was excited about activating his first M card in a device that supported multiple streams.

    Less than a 10 minute call, and all is good. Auth changed from CAD to S. Truck roll for tomorrow has been canceled.

    I did ask what people should do when they call in, and he said there isn't another option besides going in the 4-hour callback queue for getting premiums activated.
     
  15. ALK3011

    ALK3011 New Member

    40
    0
    Jan 27, 2007
    ok - all you chicago people......after two days of fighting i got someone from the CABLE CARD HELP DESK to call me! There is a CABLE CARD HELP DESK IN TINLEY PARK - actually part of comcast.
    He knew EVERYTHING. In 30 seconds he fixed my problem! He knew the differences and nuances of the S3 and the HD model and said the HM cards are working great.

    suggestion - just immediately ask for someone from this help desk to call you. i spoke with Steve. He was friendly, nice and helpful.

    Good luck!!!
     
  16. bicker

    bicker bUU

    10,382
    43
    Nov 9, 2003
    Georgia
    The hyperbole I was referring to was the outrageous assertion that they don't train their staff. You yourself acknowledged that they do, so I don't understand why you objected to my message. :rolleyes:

    If you're frustrated, then say you're frustrated. Don't make up really nasty things to say, just to act-out.
     
  17. DonRoeber

    DonRoeber New Member

    63
    0
    Nov 30, 2003
    Well, it's my turn for rant.

    So, I call last week to schedule the installer for Saturday morning. Made sure I told them it was a cablecard install. I'm in the Philadelphia suburbs, for those playing at home (Bucks County).

    Guy shows up on Saturday with a workorder that says "Cable Problems." He has no cablecards.

    He calls his supervisor, who shows up an hour later with cablecards.

    He fools around for awhile, gets card 1 working, then starts on card 2. He clearly has no idea what he's doing. Card 2 didn't work for awhile because the tech on the other end of the phone transposed some numbers. Only after he leaves do I realize that card 1 is no longer working. The activation of Card 2 must've deactivated Card 1.

    Call Comcast, they send a guy out Sunday morning. I told them I had to leave the house at 10am, and fortunately, the guy showed up at 8:30. He had no idea that this was a cablecard call, and didn't come with any spares. He fooled around some more, still didn't have cablecard1 working, but now cablecard 2 gets HD channels, but still no HBO and such, which I'm told is because it's no longer on my account, even though my contract says that it is. Brilliant. He says Cablecard 1 will update itself over time, taking as much as 6 days to configure!

    I wasn't felling well yesterday, and stayed home from work. I figured I had a good shot a reasonable support people during weekday business hours, so I called in. Guy at 10am sends a ping to the cards, he says it'll take an hour or two, so nothing happens by 1pm, and I call back in.

    Get a woman who pulls up my account, finds that the DVR that I returned on Saturday is still listed on my account because the tech didn't check it back in, and all of my service is still associated with that. So she takes my phone number, and promises to call me back after she's confirmed that the DVR has been returned. I suspect it'll be a cold day in hell before she calls me back.

    Lo and Behold, about 45 minutes later, she calls back. DVR is now removed, and she tried moving my service to the cablecards, only to find that there is absolutely no information about the cablecards in my account! She's about ready to schedule a tech to come out and basically read the information on my TV back to her, when I offer to get her that information.

    So we do that, and amazingly, cablecard 2 is now working fully, with HD and my pay channels. Full feed, working perfectly. Cablecard 1 still doesn't get anything above Lifetime. Blegh.

    Now we're thinking that cablecard 1 is shot and needs to be replaced. Tech coming out Friday morning, which is the first day that I had available to take off of work.

    Best of all, after all this is done, I get a call from Comcast Customer Care, asking how my service on Saturday was. I start to lay into her, telling her everything that went wrong, when the phone gets disconnected. And I've got Comcast phone service :)

    Just a quick question for others; when you go to the CableCard Pairing screen, does the cablecard offer a generic message saying that to activate it you need to contact your cable provider, or a message saying that you need to call Comcast on their 800 number? My slot 1 card has a generic message, and my slot 2 card tells me to call Comcast. As far as I can tell, that's the only difference between the two.
     
  18. giuliano

    giuliano New Member

    5
    0
    Jul 26, 2007
    Comcast came this morning to install the cablecards in my Tivo HD.


    Both cards are S-cards, they don't have M-Cards in this area yet (Stone Mountain, GA) in Lawrenceville.

    Cablecard 1 was installed, activated, and worked fine.

    Cablecard 2 was installed, but would not authorize (MISSING_PROGRAM_REKEY).


    Replaced CableCard 2 a few times, got the same error.

    Finally the Comcast tech got in touch with someone who knew cablecards, and discovered that the card had an incorrect Host ID printed on it, or something like it..


    Basically we got them the correct information, and they were able to activate both cards.

    We had a few issues, but it got resolved in the end.. took a few hours, though.
     
  19. adamwsh

    adamwsh Member

    180
    0
    Oct 22, 2002
    Are you like me?
    Do you feel that the members of this forum know more about how to install CableCards in TivoHDs than the Comcast installers do?
    Of course, calling in to Comcast to active the cards requires someone in the phone center that knows about CableCards too. Seems that many of the phone staff don't know what to do with them either.
     
  20. giuliano

    giuliano New Member

    5
    0
    Jul 26, 2007
    Yes, that's exactly it.. even the Comcast tech said that we (the customers) ought to be able to go to a comcast office or a store to buy the cablecards ourselves.


    I noticed a "IP Settings" menu on the TIVO CableCard screens on my TivoHD, with an IP address of 0.0.0.0 (unconfigured).. perhaps that will be used once two-way cablecards come out.
     

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