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Official Comcast CableCard Thread!

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

  1. Aug 8, 2007 #3141 of 9367
    jlib

    jlib Lean Forward

    1,063
    0
    Nov 21, 2002
    Carmel...
    Or, as in my case, they just get thrown back in the pile. The first one used on my first installation attempt even had "BAD" written on it with a Sharpie marker.
     
  2. Aug 8, 2007 #3142 of 9367
    TerryTT

    TerryTT New Member

    33
    0
    Aug 7, 2007
    My installer came yesterday, he had no clue, argued with me for 20 minutes about M-cards not being available other than as part of a new DVR comcast is selling and about tivo needing cards... he said it doesnt need them, you already have channels on it (doh).

    Took him 3hrs to get it working and I have to pay 2.75 for the second card.
     
  3. Aug 8, 2007 #3143 of 9367
    AGBulls

    AGBulls New Member

    89
    0
    Jul 30, 2007
    Chicago, IL
    My wife is currently dealing with Comcast at our house as I type this. We're not receiving any premium channels -- and they can't seem to figure out why just yet. At least the cards appear to be working.

    They've been there since 11:30 -- and its 2:00 central time.

    How insane is this? I can't even believe how long this is taking them.
     
  4. Aug 8, 2007 #3144 of 9367
    Langree

    Langree The Gimp

    17,255
    0
    Apr 29, 2004
    Freezinmyass...
    I picked mine up at Best Buy last night too, hoping to go get cards today. Finishing up guided set-up and patching now.

    Someone here posted that Comcast Houston has a dedicated phone # for Cablecard activation and troubleshooting.
     
  5. Aug 8, 2007 #3145 of 9367
    AGBulls

    AGBulls New Member

    89
    0
    Jul 30, 2007
    Chicago, IL
    Well, absolutely no progress. They spent over 3 hours at my house, my wife is pissed off and we still just have BASIC CHANNELS on both tuners. I'm going to lose it. They claim that the cards are paired correctly and should be receiving stations, but they aren't. I even spoke to Tivo tech support who went through the conditional access screens and was able to show that the cards are working from the tivo's end and are connected properly.

    At this point...what am I suppose to do?
     
  6. Aug 8, 2007 #3146 of 9367
    superpac

    superpac New Member

    6
    0
    Aug 7, 2007
    Atlanta, GA
    D'oh. Well someone here said they're supposed to give you a xeroxed page with a number to call and activation instructions. I asked about that and the (admittedly new) girl gave me a blank stare and said, "nope, that's it." I searched on this board but couldn't find the number.........I don't suppose anyone would have it to help a brutha out, huh? :'(
     
  7. Aug 8, 2007 #3147 of 9367
    Langree

    Langree The Gimp

    17,255
    0
    Apr 29, 2004
    Freezinmyass...
    I should be there in a bit, I'll see if I have better luck, I'm going to the office on Bissonnet.
     
  8. Aug 8, 2007 #3148 of 9367
    mike_camden

    mike_camden New Member

    162
    0
    Dec 11, 2006
    I finally, finally, finally talked with someone at Comcast who knows what the heck they were talking about. Lawrence in the Pittsburgh office, who has 4 cable cards at home (wow, imagine how much of a difference it makes if the tech actually uses the technology).

    They are sending someone out again tomorrow (3rd visit). Lawrence gave me his local number and extension at Comcast and said he would be working when the tech arrived. He implored me to call him either while the tech was there or after he left if anything didn't go correctly.

    Just a rehash on the problems I'm seeing:
    After the first install, I could get all channels except HBO and Starz packages.
    After the 2nd tech visit, I was only able to get about 20 channels (no real rhyme or reason to what packages are there and what aren't). If I reboot the Tivo, I am able to get everything for about 5-10 minutes. As soon as I enter the Tivo menu or after about 5-10 minutes, I lose access to everything but those 20 or so channels. If I go into Cable Card diagnostics, and test channels, only those 20 or so show up. Tivo told me last night that the channels weren't properly mapped to my cable cards. We did a conference call with Comcast, and the CCast lady was unable to make it work with the remap (she sent a init, hit, refresh to each card independently).

    I'm just very pleased that I now have access to someone at Comcast who seems like he knows what he's talking about, seems committed to making a tech work that they are mandated by law to support (cable cards) and actually seems committed to making this work for me as a paying customer.
     
  9. Aug 8, 2007 #3149 of 9367
    AGBulls

    AGBulls New Member

    89
    0
    Jul 30, 2007
    Chicago, IL

    I can't even stress how absolutely IDENTICAL your story is to mine. In fact, it's kind of freaky. However, I'm still stuck! I now get very basic channels and HD locals, no digital programming at all.

    Both cards in my Tivo appear to be properly paired. However, when you say to "Call back until you get someone who can do a "Init, Hit, Refresh" do you mean to have them reinitialize the card?

    What does Init stand for? I just need some clarification before I call them again.
     
  10. Aug 8, 2007 #3150 of 9367
    drcos

    drcos HD where available

    253
    0
    Jul 20, 2001
    Venice FL
    :D :D
    I would second this thought. Don't expect the techs to have any idea about your latest conversation with the CSRs, even though they 'noted all this on the work order'

    Hey, that might be an idea for a TV show...CSR: Venice :cool:
     
  11. Aug 8, 2007 #3151 of 9367
    JJWhite

    JJWhite New Member

    7
    0
    Aug 2, 2007
    Just a quick note.. I asked for a Init, Hit, Refresh, and the cards lost their provisioning and they had to roll a truck. Not sure if its related or why the cards lost provisioning, but that was what happened here!
     
  12. Aug 8, 2007 #3152 of 9367
    AGBulls

    AGBulls New Member

    89
    0
    Jul 30, 2007
    Chicago, IL
    what exactly were you seeing or receiving before they lost their provisioning? Aboslutely no one in their "service" dept has any clue how to fix this.

    like i said, im getting local channels and local channels in hd -- but im not getting anything digital. in other words, im getting under 10 channels. no espn, no hbo, no NOTHING. what do i do? help!!!
     
  13. Aug 8, 2007 #3153 of 9367
    Langree

    Langree The Gimp

    17,255
    0
    Apr 29, 2004
    Freezinmyass...
    The Houston Activation # is 713 341 8080 (8-5 mf)

    after activation tech support 713 462 9000
     
  14. Aug 8, 2007 #3154 of 9367
    RavenFan

    RavenFan New Member

    65
    0
    Oct 3, 2002
    Baltimore, MD
    This is so true. I do software for a living, and I always to try to act like I know just enough to ask the right leading questions when dealing with IT people. They seem to respond so much better when I sound helpless.

    On the other hand, I really am a village idiot when it comes to things like car repairs. I don't need to act.

    I have noticed the pixelization problem on mine as well, but it is so minor that I can deal with it. It does not happen often on mine.
     
  15. Aug 8, 2007 #3155 of 9367
    RavenFan

    RavenFan New Member

    65
    0
    Oct 3, 2002
    Baltimore, MD
    Mike,

    I wish you the best of luck tomorrow. Sounds like you have a good chance of having things work out with a good person to talk to.

    It did take several minutes for the TiVo to tune all of the channels correctly after they reset the card and entered all of the numbers. You will be really happy with it once it works, even with the very minor pixellation issues.

    The only thing for which I can't wish you luck is the upcoming season for dem Steelers. I'm hoping that Big Ben performs like last year, but I somehow doubt that he will be that bad. :) Either way, we will both be watching at least one road game on our new TiVo HD boxes.
     
  16. Aug 8, 2007 #3156 of 9367
    ScottE22

    ScottE22 How YOU doin'?

    2,979
    0
    Sep 19, 2003
    Loveland, CO
    Here's my update to this...

    Comcast never called as they said they would, and when I got home from work Card 2 still wasn't receiving all channels as promised. I called my installer directly as he'd promised to stop by with a new card to try out. He said he wouldn't be by - he was off in 15 minutes - but he'd have dispatch call me to try to activate (hit?) the card again.

    Ten minutes later, Myrna called me from dispatch and had me read the host and data info to her to which she says, "Oops! Kurt must have read me a wrong digit last night! It should be active in a minute."

    One minute later - bam! - card 2 is up and running with all channels. But card 1 is now not receiving premiums...

    Soooo...... she says she'll call Kurt and send him right over (I thought he was off at 5?!?). He shows up with another tech - the resident "cablecard expert" - and they proceed to remove both cards, have dispatch remove them from my account, and start all over again at step 1 after power cycling TiVo.

    Long story short (too late!), he inserted card 1, called in the info, and everything worked. He inserted card 2, called in the info (with the right digits this time!) and everything worked.

    Thank goodness!

    After all that, he says, "Well - looks like we won't be needing this card, then!" and pulls another cablecard from his shirt pocket. I glance at the card and see in giant letters, "M-CARD." I remark, "I wish you'd pulled that out sooner! That's a multi-stream card so I'd only need one." His eyes glazed over and I figured that as long as everything was up and working, that was a conversation for another day. I can live with $1.50 per month to not have to see Comcast again.
     
  17. Aug 8, 2007 #3157 of 9367
    AGBulls

    AGBulls New Member

    89
    0
    Jul 30, 2007
    Chicago, IL
    Does that sound familiar! Well, after 6 different phone calls to Comcast and 4 separate promises that I would receive a call back, I finally decided I'd double check with Tivo tech support to make sure there weren't any hiccups with my system.

    Before I go on, let me just say: If you don't get someone from Comcast who clearly is helpful and knows what they're doing, just hang up. You aren't going to accomplish anything and just drive yourself nuts. With that said, I started asking for supervisors and actually was told she was going to escalate my problem. I'd heard this before, but figured it couldn't hurt. Guess what? She was the first of two supervisors today alone to promise to personally return my call within one hour. These two supervisors and two other technical service reps promised calls and just flat out didn't do what they promised.

    Talk about a b.s. way to treat your customers -- promise to help them with a return call and then just flat out lie before hanging up. They're going to be getting a personal letter from me on that one.

    Anyways, I called Tivo Cablecard support and received -- as usual -- a knowledgable and helpful guy who totally understood my issue. He checked the settings on both cards through the conditioning access screens, and was able to verify everything on both cards had been validated by Crapcast. I explained that all my channels appeared to be there, but were blank besides the local ones. He agreed this was unquestionably a Comcast issue and recommended a three-way conference call.

    I can't recommend a three-way conf call enough -- as it actually resolved my problem!

    Even though I knew the problem, and was able to explain it, having him on the line with Comcast seemed to somehow validate that was indeed the case. We were routed initially to Comcast's cable group -- who then realized they couldn't help before forwarding us to the Tinley Park office.

    People in Chicago -- listen UP! You MUST get someone in the Tinley Park office. If you don't, you're just spinning your wheels. Our tech contact was Wanda and she really knew what she was doing. She asked for the Data number and made some comparisons to my account. Soon enough she realized that my cablecards had been set up as regular cable cards. Apparently, Comcast has a special designation for cablecards that are used in Series 3 (or Tivo HD) boxes. No one in the last 48 hours knew about this except Wanda -- and she made a bunch of adjustments...

    And Channels Came In!!!! :up: :up: :up:

    She had to make additional adjustments using information from my pairing screen for my premium channels that didn't come in. However, in about 10 minutes everything came through and is now working beautifully.

    If you're in Chicago and need some guidance, send me a PM. I'll be glad to help. My wife and I were getting to the point of meltdown today. We had an installer here for over 3 hours today while I was at work. But, seeing her queue up our new season passes and my recordings in HD was totally worth it.

    Woohoo!
     
  18. Aug 8, 2007 #3158 of 9367
    Langree

    Langree The Gimp

    17,255
    0
    Apr 29, 2004
    Freezinmyass...
    Went and picked up my card(s) today, it just so happens the person gave me an M card with an S card, so I installed the M card. all my basic digital is working, tho I missed the time for when the authorizing techs got off at 5pm, so I should be done tomorrow.

    Both tuners work flawlessly, HD locals look sharp.

    Only weird thing is after I ran setup with the M Card and it installed a patch of some sort it biffed my HDMI saying something about my tv not being authorized. I'll worry about that later.
     
  19. Aug 8, 2007 #3159 of 9367
    gardavis

    gardavis New Member

    140
    0
    Nov 24, 2001
    Deerfield...
    Well, the 2nd visit was not a total success but he got 1 S-Card working out of 3 he brought. One of the bad cards just showed 0's on most of the fields and the other card kept getting 164-1 errors.

    He spent about 75 minutes trying to get the bad cards to work. The one good card that he had put in the card 2 slot seemed to work right away. At the end, he moved the good card to slot 1.

    They scheduled a 3rd visit for tomorrow.

    Gary
     
  20. Aug 9, 2007 #3160 of 9367
    ktm450exc

    ktm450exc New Member

    7
    0
    Mar 5, 2007
    I've a Tivo HD and Comcast in Sacramento, CA came out today for the CableCard installation and setup. Everything went together without a hitch.

    When I placed my order I told the order-taker-person that I need two CableCard's and that the cards were going into a Tivo. I made doubly sure that the order-taker added into the notes that I did need two cards and it was for a Tivo. This would later prove itself out as a good thing, as when I called two days before the tech showed up the order only mentioned one card, but the order notes said I'ld need two cards and that it was for a Tivo.

    The day the tech came out we went over the instruction sheet from Tivo. He put the first card in, and called his back end support. Fortunately he was on a Nextel push-to-talk radio so he was able to get quick feedback. Both cards are Motorola brand and looked new since they were in plastic shell cases (no shrink wrap though).

    Anyways, the card went in and the backend guy sent a series of three hits to the card. The channel test diagnostic showed I was able to get the HDTV channels (922 for Discovery HD for example). Went through guided setup (which took a pretty long time to run). Repeated for the second card. I forgot to run guided setup again, so the Tivo only showed one tuner as active. Ran guided setup, which ran for a pretty long time and the second tuner came active.

    As of now I have all the channels I should as part of Comcast's base tier digital package. Both tuners work and everything is hunky dory.

    The only remaining problems are on Tivo's side with the pixelation and the audio stops working, but time will work those out.

    I can't remember the tech's name, his tech number is 2992. The backend guy was Rich I think.

    Just remembered, it took about two hours for the whole process. The vast majority of the time was waiting on the Tivo box to download and set itself up.
     

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