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Official Comcast CableCard Thread!

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

  1. dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    51,194
    103
    Dec 3, 2000
    Long...
    I had an appointment yesterday between 11am-1pm. At 2:45pm I called and was told he wouldn't be showing up and they rescheduled me for 9am-11am today. At 11:05am I called and they couldn't find record of the 9am-11am appointment and assured me they'd get someone out today but had to call me back about when. At 3pm I called to find out when they were going to show up since no one had called me back. They assured me someone wouldcome today to install 2 CableCARDs. At 6:07pm I called to let them know no one has shown up yet and to ask what's going on. I'm on hold.

    This is so fun, isn't it? :)

    (Translated: call now)


    Actually I was just disconnected. Idiots.


    And to top it off, they always ask my phone number even though I entered it when prompted. And when I call from my cell phone I have to enter it twice, so obviously at one stage it's recognizing my home phone number as an active account, but even then they're making me reenter it.
     
  2. mhargr03

    mhargr03 New Member

    29
    0
    Aug 29, 2006
    Chicago, IL
    Call Comcast's Executive Care Offices at 800-630-2140 (edit: apologies, this apparently is a Chicagoland area only number). They called me back within 7 hours of my sending an email to the Midwest Division VP. They were willing to schedule a technician outside of normal hours in an expedient time frame after my appointment was cancelled without notice and without explanation.

    They should also offer a $20 Customer First credit for missed appointments.
     
  3. Neenahboy

    Neenahboy Statistical outlier TCF Club

    16,581
    27
    Apr 7, 2004
    Arlington, VA
    Ordered the TiVo HD from Amazon and scheduled the Comcast tech for 9/6.

    The CSR had no clue what an M-Card was, so I had him note the request, and I also asked that he bring several cards along with him in case of failure.

    Now to see how badly Comcast f**ks this up. :D
     
  4. mcalhoon

    mcalhoon New Member

    4
    0
    Aug 24, 2007
    Annapolis, MD
    I bought the Tivo HD on 8/12 and Comcast scheduled a CableCard install on the morning of 8/13. On 8/13 I get a call saying they had no CableCards and they rescheduled for 8/15. On 8/15 the same lady called back and said they have no CableCards and would not give me any type of time frame of when they would have some. She said she would keep my order open and give me a call when they had some.

    I happened to have a business card of a Residential Sales rep who had visited my neighborhood earlier in the year, so I decided to e-mail him. He is on the commercial side now, but he checked for me, and they do not expect any CableCards until late September or early October.

    2 months for a CableCard seems to be a long time to wait. I tried e-mailing and calling Comcast customer service for an explanation, but I have not gotten any type of straight answer so far. Verizon FIOS tv is an option, but I have a promo deal with Comcast right now. The added cost and reduction in features wouldn't be worth it, so I guess I am stuck.
     
  5. phipsi1237

    phipsi1237 New Member

    15
    0
    Feb 26, 2006
    North Las...


    Installers were supposed to be here between 11 and 2 today. I called Comcast at 1:50 to ask when they would be here. She couldn't find my appointment at all. I called the Executive Care Office number above; however, she said they were in Chicago and couldn't help me. I called Comcast back and asked to speak with a supervisor. The CSR put me on hold and talked to the Sup. CSR came back and said they would be out tomorrow between 2 and 5. I asked him if he was sure. He said yes because the supervisor pushed it into the system. Why the heck should a Sup have to put it in the system for it to get done!!! He said he guessed with the cable cards that a technician had to do the install. They still wouldn't let me pick them up. B.S. I definately will not pay for the install. Anyway, we'll see what happens tomorrow. I did ask them to bring out multiple cards in case they were bad. I asked for an M-card and the guy didn't know what I was talking about.
     
  6. vincentfox

    vincentfox New Member

    29
    0
    Jan 3, 2003
    I got my TiVO HD a few days ago.

    After loading latest update b2, the appointed hour(s) arrived.

    The Comcast tech showed up. Well THREE of them showed up. The lead guy had 2 trainees in tow so you would assume I got someone really good. But he had no idea what the M-card I'd requested was, and had brought a single S-card. Tried it and had problems as noted elsewhere.

    After a morning spent fiddling with this thing, I give up. I called and requested a return. I'm not going to spend a 2nd day struggling with Comcast or the beta software or whatever. Perhaps in 3 months or so I will try again.

    Who dreamed up this HDTV cablecard nightmare? Hooking up TV stuff used to be so simple.....
     
  7. kikar

    kikar New Member

    3
    0
    Aug 18, 2007
    I picked up a THD last week and debated getiing cablecards for it. I ran the setup and everything was fine uing the QAM and OTA tuner. Well today I folded and went down to the local Comcast office and suprisingly the lady handed me an Mcard and told me there was no monthly charge for it. I took it home and called to activate. Well I was only receiving the local HDs no analog so I called and they said the would reactivate and that it would take an hour to take effect. an hourr later...the same thing.
    This time I decide to upgrade to basic digital and the HD package. I called, they added and sent the sig. to the cable card. Another hour later only locals. then log on for a chat session with a tech who proceeds to tell me it is tivo's problem and I need to contact them.....
    ......any suggestions ?
     
  8. moneytrain8

    moneytrain8 New Member

    19
    0
    Feb 8, 2005
    White Marsh, MD
    I bought the Tivo HD Wednesday. Comcast (Baltimore) came out today. Very nice installer, but no matter what they tried, they could not get the channels to show up correctly.

    First they said the signal was too weak. Okay, well, I've been getting On Demand and everything else with the HD box I had, but if you say so. So they put an amplifier on on cable lines.

    Then, it still wouldn't work, so they spent 2 hours trying to get the dispatcher (since Comcast subs all their install work out) to get Comcast to activate my card correctly. Finally, the dispatcher was told my account had been "escalated." No idea what what means. So I called Comcast directly, and was told that the problem would be fixed "sometime tonight," and that the problem was that the dispatch set the card up wrong, and that they would be going in there tonight to fix it.

    Weird thing is I get pretty much all my local HD channels, and mix of random channels higher in the channel numbers (along with Comcast Music channels), but I get nothing in the lower channel range. And my TiVo guide is showing incorrect information, too.

    I saw someone here mention only getting local HDs. I didn't wade through the 113 pages, but I guess I will be on the phone with Comcast tomorrow trying to figure this out.

    Oh, and I called TiVo CS, just to make sure it wasn't the box (I knew it wasn't). What a breath of fresh air it is speaking to TiVo reps. It wasn't pleasant waiting nearly 30 minutes when I was told ~10, but the rep was so nice and quickly was able to ascertain that the problem is that my MCard is not pairing up with the host/card ID data Comcast has on file. What a surprise, Comcast screwed something up!
     
  9. wam4

    wam4 New Member

    4
    0
    Nov 29, 2004
    Atlanta
    Wow...a success story! What part of the country are you? I'm in Atlanta waiting on Comcast to come and deliver my card(s) for the TivoHD I bought yesterday. Unfortunately, they seem to have no idea what I'm talking about when I ask about the M-Card...and the earliest appointment is Sept. 8th. The phone tech also said that he was pretty sure that their service wasn't yet compatible with the TiVoHD, and only works so far with the $800 HD TiVo. Anyone else here of this?
     
  10. Neenahboy

    Neenahboy Statistical outlier TCF Club

    16,581
    27
    Apr 7, 2004
    Arlington, VA
    In a nutshell, he's full of s**t. :D
     
  11. stream

    stream New Member

    107
    0
    Jul 25, 2007
    San...
    San Francisco bay area.

    Seems like the tech you spoke to doesn't have a clue.
     
  12. wam4

    wam4 New Member

    4
    0
    Nov 29, 2004
    Atlanta
    You're both right...I went to Comcast's online chat customer service and apparently got someone more knowledgeable. They are now (supposedly) going to send an M-Card when they come and say that it will be compatible. However, this one says I'll still need 2 cards, which I think is wrong - he's thinking of the Series 3 HD, not the TiVoHD, right?
     
  13. stream

    stream New Member

    107
    0
    Jul 25, 2007
    San...
    You only need 1 M-CARD (multistream, supports up to 6 tuners, I believe). When I called to make my install appointment, I said I wanted an M-CARD. CSR asked, what's that? I said, multistream card. He put me on hold and said, OK, I requested a multidirectional card for you. I said, no, I want a multiSTREAM card. :eek:

    I also requested that the tech bring several cards. When the tech arried, I asked if he brought extras. He said he always does, but has no had problems with the M-CARD, unlike the single stream cards.
     
  14. mchief

    mchief Morey

    336
    1
    Sep 10, 2005
    Alexandria, VA
    THD only requires one M-Card to work both tuners. I have a Comcast SA M-Card installed in slot 1 and everything works fine. The Series 3 will not accept an M-Card yet or at least that is my understanding.
     
  15. danjw1

    danjw1 New Member

    293
    0
    Sep 13, 2005
    So, I have a good install story. I had an install window of 12pm-4pm yesterday. They showed up at 1:45 or so. They thought they needed a second M-Card, because the one guy had been trained on the Series 3, but not the Tivo HD. I told him that mine was a newer box than the one he had trained on. I don't think he believed me at first. He went outside with the other guy for a few minutes. I think he was making a call to decide if he really needed another card or not. Any way within an hour everything was up and working all my channels are working properly. I am a little concerned that on the diagnostics page, the CableCARD 1 is listed with Card Serial Number(h): 0x0 Card Serial Number(L):0xXXXXXXXX with the X's being the serial number. Does anyone know why the Card Serial Number(H) would be 0x0?

    Thanks.

    Dan
     
  16. silypuddy

    silypuddy New Member

    56
    0
    Jun 4, 2007
    Minneapolis
    Today will be visit #2 from comcast.

    Installer came out Thursday and installed two cards. One works perfectly fine, the other is spitting out the message "Waiting for EMMs". I'm sure this is something that can be fixed over the phone, but I played CSR roulette and ended up with the following:

    CSR #1: It's been a couple months since I worked with cable cards, but I will send a signal.
    Me: Didn't work.
    CSR #1: Ok, nothing else I can do.
    Me: I'll wait and try back later (hoping I could get a more knowledgeable CSR)

    CSR #2: You need to program your TV. Go to the channel setup on your TV and program in the channels.
    Me: The cable isn't connected to a the TV
    CSR #2: You still need to program your TV
    Me: The cable goes to a Tivo with cablecards
    CSR #2: Sir, I need you to turn on your TV and press the channel program button.
    Me: Ok, that isn't going to work.
    CSR #2: Ok, all I can do is setup a technician visit.
    Me: Ok, set it up. (There goes my hope for a more knowledgable CSR)

    I figured I'd try one more time... can't get worse right?

    CSR #3: I'll send a signal to the cable card, did it work?
    Me: No
    CSR #3: Then there is nothing I can do.

    So now I wait for the technician to show up. I wish Comcast had a dedicated 800 number for cablecards issues. I bet that would solve half their technician visits.
     
  17. rudolpht

    rudolpht HD Maven

    36
    0
    Mar 8, 2003
    I got a multi-stream card for a TivoHD, supposedly first day available in our area. Seems to work fine (records two channels while watching a recording. I get bad HD pixelation while a net update is occurring, but don't know if that has anything to do with the M-card or just more teething pains....
     
  18. dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    51,194
    103
    Dec 3, 2000
    Long...
    (H) = High
    (L) = Low

    It's just a large field broken up into two smaller pieces and the upper half of yours is simply 0.
     
  19. danjw1

    danjw1 New Member

    293
    0
    Sep 13, 2005
    Thanks

    Dan
     
  20. mhargr03

    mhargr03 New Member

    29
    0
    Aug 29, 2006
    Chicago, IL
    My Series3 is running with 2 Motorola M-Cards...
     

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