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Official Comcast CableCard Thread!

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

  1. Thunderclap

    Thunderclap Member

    259
    3
    Nov 28, 2005
    Chicago area
    Well, I just got back from the North Avenue Comcast center in Chicago. While they did have cablecards they were willing to part with they wouldn't give me one since I don't live within the city limits. (I'm in Oak Park, about four blocks from the Chicago city limits.) Bastards. Guess I'm stuck with having an installer maybe come out on Tues. Oh well.
     
  2. Thunderclap

    Thunderclap Member

    259
    3
    Nov 28, 2005
    Chicago area
    Well the official Comcast headache has begun. I called today to confirm my Tues. installation and what do I get? "Oh. I'm sorry. It looks like your installation was cancelled yesterday. You didn't get a call?"

    After a lot of venting on my part the operator asked when another good time to come would be. I told her "Friday, Saturday, Sunday, Monday or Tuesday. Since you guys cancelled this without telling me I think the least you can do is install it sooner rather than later." She said she'd try to get someone out on Friday or Saturday for me. Doubt it but we'll see.
     
  3. mhargr03

    mhargr03 New Member

    29
    0
    Aug 29, 2006
    Chicago, IL
    Your time has already been wasted, I suggest you not wait and see if Comcast will show up at your next scheduled appointment. I recommend calling Comcast's Executive Care Offices at 800-630-2140 (others reading this - apparently this # is Chicagoland only). You will be assigned to one person to follow through with your complaints and make sure someone shows up as promised. Also make sure you tell them about the nonsense at North Ave when they refused to give you CCs even though they were a few feet away in the back room.
     
  4. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL
    Pick up cable cards at the Comcast location on North Avenue, across from Home Depot, in Chicago.

    Edit: Just saw your updated post. Can you move 4 blocks? :D
     
  5. hummingbird_206

    hummingbird_206 Active Member

    8,793
    1
    Aug 22, 2007
    Near...
    Wow, I feel so bad for you folks in areas where Comcast requires a Tech to install CC's. :eek: I just go to my local office (94th in North Seattle) and tell them what I want and they give it to me. I've traded a regular cable box for an HD-DVR, and then exchanged the DVR 3 times, then traded the DVR for an M-card when I got my S3, then had to go back and get another M-card after I found out here the S3 needed 2 cable cards. They've never even mentioned having a Tech come out. Anyway, it's very sad that Comcast requires some unlucky customers to pay for a service call and then hang around the house hours waiting for them to not show up. I guess I'm pretty lucky, and I feel for you :(
     
  6. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL
    Call back tech support. Tell them you want in the 4-hour call-back queue, and need to talk to the cable card group in Tinley Park.
     
  7. laundrygal

    laundrygal New Member

    1
    0
    Aug 31, 2007
    After reading this forum for a few weeks as I amassed my new system components, I thought I was prepared for technical problems, etc, with getting cable cards installed. However, it's proven to be a challenge just to get a technician to my house WITH cablecards in hand.

    Some background: I have a Series2 hooked up to a DirecTV receiver. I've loved it. When I upgraded my television, I decided to get a Series3 and jump to cable in order to use it. I liked DirecTV, but I like Tivo more, so the switch seemed worth it.

    Last Week: I signed up for Comcast and made an appointment for last Sunday from 12 - 3. I emphasized and rechecked several times that this appointment was for activation and 2 cablecard installs into a Tivo Series 3.

    Sunday: Around 9am, a Comcast contractor calls to say they don't have any Cablecards, do I want them to come any way to install a set-top box? No thank you, I say, I'll reschedule the appointment, thanks for letting me know in advance, blah blah.

    Sunday: I reschedule the appointment with Comcast for noon-3 on Wednesday, again emphasizing that I need 2 cablecards and not a set-top box. The CSR clearly understands this and seems knowledgable about what I need.

    Wednesday: I come home early from work and wait.. and wait... finally at 3:45 I call Comcast and they say there's no record in the system for my appointment. It seems the previous CSR rescheduled my appointment for the previous Sunday instead of Wednesday. The CSR gives me a $40 credit and an immediate schedule into a Thursday 6-9pm slot.

    Thursday: The technician (a contractor) arrives at 7:30. He has no cablecards. He tells me that the contracting companies often get squeezed on hardware, especially cablecards. They go very fast every time they get an order in. He does not know when they will get the next set of cards. Again we decline to have any installation done, they don't have what we want! He understands and leaves.

    This morning I have to call AGAIN to make the fourth appointment. I can't even worry about technical problems now, I just want them to show up with the darn cards!

    I may be bringing this upon myself by insisting that activation only occur when they also have the cablecards, but I'm concerned they will try to get the set-top box installed and then stall, stall, stall on the cablecards. But, honestly, at some point I will have to wave bye-bye to Tivo and stick with DirecTV in order to get HD programming and a DVR.

    -Laundry in Fairfax County, VA
     
  8. wizzy

    wizzy S1, (2) S2, TivoHD

    78
    0
    Nov 11, 2001
    Chicago, IL
    I called this number this morning to escalate another cable issue, and they freaked out. Asked me several times how I got the number, and pushed hard to have me go back to normal customer service and escalate that way. They did offer to continue, but preferred that I follow their standard escalation (which I had already done). I did agree to talk to someone local, and was given a direct dial number of someone I had spoken with previously, and did wind up getting to talk to someone who actually listened.
     
  9. beldar

    beldar New Member

    1,115
    0
    Feb 27, 2001
    Bellevue,...
    A painless experience; contract installer showed up in the middle of the appointment window, had never seen an HDTivo and started explaining how I needed a digital cable box to hook up to it. I said, no, I just need those cablecards you brought.

    After I wrote down the serial numbers I asked if he happened to have an M card. His eyes lit up--oh yes, he forgot he had that in the truck, and he ran and grabbed it. It took him two calls to get all my channels, but afterwards everything was fine.

    We had to have a truck roll because we had an analog filter on the line (previous service was internet-only), so we never tried seeing if we could pick up the cards ourselves.

    This is in south Bellevue WA (Eastgate/Lakemont area).
     
  10. lmsyl

    lmsyl New Member

    23
    0
    Aug 30, 2007
    Flawless install in Fremont CA. Two guys came, one as supervisor. They brought 2 Mcards, 2 Scards. After knowing that only one Mcard is needed, big relief for them. They had nightmare to install two cards for other TIVO customers. This time only 10 minutes to get it done. BTW, the TIVOHD reboot itself :confused: afterMcard being inserted. Is that normal? We wasted 5 minutes to get the TIVO back online. Otherwise, it would be only 5 minutes trip for them. :up:
     
  11. Sep 1, 2007 #3431 of 9367
    lmsyl

    lmsyl New Member

    23
    0
    Aug 30, 2007
    I got a mystery here. I could not watch DiscoverHD, ESPNHD, ESPN2HD in one tuner. The other tuner can show those channels. After I switched back from the other tuner, the bad one can show the channels again. This has happened twice in 24 hours. I only have 1 MCard installed.

    I do not know whose responsibility. Comcast or TIVO?
     
  12. Sep 1, 2007 #3432 of 9367
    dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    50,975
    31
    Dec 3, 2000
    Long...
    You're probably not quite seeing what you think you're seeing. The tuner switching is at times somewhast transparent. If you tuner 1 is on channel 200 and tuner 2 is on channel 300 and while watching tuner 2 you change the channel to 200, it actually will just swap tuners on you. Now you're really watching and changing tuner 1.

    Before you switch away from a tuner, change to a channel out of the way of the ones you're going to look at, then you can be a little more certain you're really controlling the tuner you think.

    There's also a backdoor code to turn on an info display to see specific info about the tuner in use, though I don't recall offhand what it is.

    So ultuimately I'd guess you have one CableCARD that isn't set up properly at the cable company.
     
  13. Sep 1, 2007 #3433 of 9367
    Big Boy Laroux

    Big Boy Laroux New Member

    120
    0
    Oct 10, 2006
    So i bought a TiVo HD yesterday (was waiting for a Best Buy reward zone weekend so I could get 12% off). Stopped by my local Comcast office (Nashville, TN - didn't have to wait for a truck roll) and picked up a multi-stream cablecard (Motorola M-Stream).

    It's all set up this morning, but it took a while. The CableCard was communicating with Comcast, but I wasn't getting any of the encrypted channels. I called multiple times and played CSR roulette for a while (talked to about 7 CSRs total, who all just "hit" the card - some of them didn't ask for the SN, they just hit a card, some hit the wrong card - the one in my Comcast HD box upstairs).

    Using the information in this thread, I asked them to initialize the card or send a cold hit. They either didn't know what i was talking about or said they did all that could be done. They said they'd have to send a technician. I was not going to allow this (as it would be Tuesday before they came out (4 days)). I kept saying, "why do i need a technician to come out here and read you things that I have access to myself?!"

    I finally was able to talk to a supervisor (Janet in Nashville), who finally talked with someone who knew something about cablecards (I never spoke to this person). They re-initialized the card (instead of just "hitting" it). They called me back to let me know that was done. I didn't see any new channels, but i then reset the TiVo. After doing this, it came back up with all my channels!

    So even though the CSRs swore they were doing all that was possible, the supervisor told me CSRs do not have the access to initialize a card. I wish comcast would get on the same page or train their employees better.

    so for those of you out there that may have the same problem with Comcast, tell them to initialize the card, or send a "cold hit". If they don't know what you're talking about, make sure you speak with a supervisor. I got that information from this thread, and it worked for me, once i got someone who could help me.

    HD looks great, and combine that with the TiVo interface, and it's amazing.

    Thanks to everyone for posting on this thread. it was extremely helpful.

    i now hope to not have to deal with Comcast for at least 4 months. I was that infuriated.
     
  14. Sep 1, 2007 #3434 of 9367
    Philo

    Philo New Member

    18
    0
    Apr 4, 2002
    Having mixed results in Alexandria, VA. It looks like I am almost there, but still have a problem with the encrypted channels as well.

    After buying a new Tivo HD, 1-800-Comcast told me I could simply pick up a new cablecard at their office. So, I didn't schedule an appointment and instead went to the office, where of course they told me I needed to schedule an appointment.

    A week later (I've been out of town) the installer showed up today with an M-Card.

    Good news: the physical install and setup seemed to go OK.

    Bad news: for some reason the device is only receiving basic cable channels and basic HD channels. None of the extended analog or digital channels are showing on the device. Called in and was told they had fixed it, but the channels still haven't shown up and I'm not optimistic that worked.

    I guess I need to try the advice in the preceding post.

    Seems like patience is the key with this thing, but man is it frustrating.
     
  15. Sep 1, 2007 #3435 of 9367
    Thunderclap

    Thunderclap Member

    259
    3
    Nov 28, 2005
    Chicago area
    After complaining multiple times to Comcast they were "able to work me in" today (Sat.). So now I'm sitting and waiting...
     
  16. Sep 1, 2007 #3436 of 9367
    Big Boy Laroux

    Big Boy Laroux New Member

    120
    0
    Oct 10, 2006
    Philo, this is exactly what was happening to me (see post directly above yours). I would reset your TiVo first (just in case Comcast did actually do something right). If you still don't get your channels, call and get someone to do a cold hit or initialize hit.
     
  17. Sep 1, 2007 #3437 of 9367
    Thunderclap

    Thunderclap Member

    259
    3
    Nov 28, 2005
    Chicago area
    How long should it take for Tivo to Acquire Channels after the M-card has been inserted? I'm on broadband.
     
  18. Sep 1, 2007 #3438 of 9367
    mhargr03

    mhargr03 New Member

    29
    0
    Aug 29, 2006
    Chicago, IL
    Do you mean the guide data (what shows are on when) or acquire the actual channels so that the M-card can tune to them? If the latter, it has nothing to do with your Internet connection speed. If the former, then I am not sure :)
     
  19. Sep 1, 2007 #3439 of 9367
    Thunderclap

    Thunderclap Member

    259
    3
    Nov 28, 2005
    Chicago area
    Basically, we put the card in and it popped up with a screen saying Please wait... Acquiring Channel Information. This has been going on for a bit now 20-30 min.
     
  20. Sep 1, 2007 #3440 of 9367
    dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    50,975
    31
    Dec 3, 2000
    Long...
    It's probably really doing a firmware upgrade. At least the times last week I got that were really a firmware upgrade (if you go to TiVo Central then come back through the menus to the CableCARD info screens, it'll show properly)... and in my Comcast area, it took around half an hour for the firmware upgrade to happen.

    Here's the info from TiVo on the subject, though nothing about a firmware upgrade really being in progress, but some other possibilities.

    http://customersupport.tivo.com/TiVoCollection/f8f40dc6-5fb6-4ed8-ac41-d8cd0d5c0824/ins_Content.html
     

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