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Official Comcast CableCard Thread!

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

  1. Sep 1, 2007 #3441 of 9367
    Thunderclap

    Thunderclap Member

    273
    5
    Nov 28, 2005
    Chicago area
    Well, I sent the tech off because he was an idiot. ("Hi... I've never done this before so I need to call someone to walk me through it.") He brought two cards: an M-card and an S-card. He kept telling me I needed both and refused to listen to me so I got fed up and told him I'd take care of it. This was after he called and gave Comcast the info. they needed. (He gave them the S/N, not the CableCard ID number. Is that right?) In any event nothing is happening: no channels are being downloaded or anything.

    In the CableCard Diagnostic menu I have this listed:

    Tuner: 0
    Current Tuning Status: Not Tuned. General Tune Error.

    Does this mean Comcast isn't sending a signal to the card?

    The card looks brand spanking new so I don't think it's a card issue.
     
  2. Sep 1, 2007 #3442 of 9367
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    Assuming:

    1) Comcast has the card properly set up on your account
    2) The card was provisioned properly before the installer showed up
    3) The Host ID and data info has been properly entered into the Comcast DAC
    4) They sent the init signal to the card

    ... less than 5 minutes. :)

    Don't fall for the "some channels may take 12-24 hours line" if you have a problem.

    Read this for more info:

    http://www.tivocommunity.com/tivo-vb/showthread.php?t=363797
     
  3. Sep 1, 2007 #3443 of 9367
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    Go to the test channels selection for each of the card(s) installed.

    I'm willing to bet that your cards aren't paired properly.

    As for Comcast asking for the serial # - that's how they identify the card in their system. For each serial number, they will need to enter the associated HOST ID and DATA VALUE as indicated by the Tivo.

    If they didn't do this, no chance you will get the channels you are supposed to.

    Also - it's possible there is a firmware update going on, but very unlikely with a Motorola MCard.
     
  4. Sep 1, 2007 #3444 of 9367
    Thunderclap

    Thunderclap Member

    273
    5
    Nov 28, 2005
    Chicago area
    I called a local tech support number that I was given and left a message with my contact information, serial number, card ID number, etc. and recently checked the Diagnostics menu again. Now it reads:

    Tuner: 0
    Current Tuner Status: Tuned Success

    It still says it's "Acquiring Channel Information" but at least I'm not getting errors now. I'm hoping it will start up any minute now. Any minute...
     
  5. Sep 1, 2007 #3445 of 9367
    Big Boy Laroux

    Big Boy Laroux New Member

    120
    0
    Oct 10, 2006
  6. Sep 1, 2007 #3446 of 9367
    Thunderclap

    Thunderclap Member

    273
    5
    Nov 28, 2005
    Chicago area
    Okay. Long story short my installer was an idiot. He gave them the wrong serial number which in turn caused a huge headache talking to tech support on the phone. But everything now works except... ALL CHANNELS ABOVE 199! I assume this is due to Tivo re-downloading info. I dunno. If that doesn't fix it Comcast is getting yet another call from me. *sigh*
     
  7. Sep 1, 2007 #3447 of 9367
    English Bob

    English Bob New Member

    1
    0
    Aug 24, 2007
    I thought I would add to the body of knowledge in this topic. I wouldn't have got this far without all the excellent information available in this community. Just reading some of the posts in this thread makes me feel frustrated, experiencing it must be maddening.

    I live in the Puget Sound area and I picked up two M-Cards for a TivoHD this afternoon. The rep in the office knew I only needed one but gave me 2 (at no extra charge) in case one didn't work. I just have to return one of them. I also returned the Motorola box (Yay!).

    CSR #1
    I installed one card in the unit and called Comcast, I gave the CSR the Data and Host numbers and she said 'goodbye' while the Tivo was acquiring channels. It all looked good until I realized I couldn't get any channels above 29. This CSR was very nice, and was very interested in the Tivo, but unfortunately it seemed she just didn't know quite enough.

    CSR #2
    This one was less helpful and quite a few degrees less friendly. She sent two 'resets' which didn't change anything. Her ending comment was that if it didn't work I would have to schedule a tech. She didn't seem to understand the whole setup and kept insisting that I set my TV to channel 3. I aborted this call, I know when it's a lost cause.


    I read all the info on the forums down to the details of the Validation and Auth codes. I figured out that my card didn't seem to be validated correctly. Realizing that a tech wasn't going to be able to do anything I couldn't do I decided to call again.

    CSR #3
    I won the CSR lottery this time. I was able to explain the problem in terms that made me sound I knew what I was talking about. CSR #1 didn't ask me for the serial # and seeing as I had two cards I wasn't convinced they had that part correct. After checking that we went over the Data and Host fields. It seems that CSR #1 had entered the Host field incorrectly. Correcting that got me all channels except HBO (the one premium channel that I have). HBO just kicked me back to the CableCARD setup screen. A few 'signals' later and I was up and running. This CSR stayed on the line until I was sure I had the channels I was paying for.


    The moral seems to be - don't give up. I now have a new TivoHD with one M-Card working as designed. CSR #1 had a typo which just had a cascading effect. I know I am very fortunate to live in an area where Comcast is ok with 'civilians' installing their own CableCARDs. Having to pay for a tech to shove a card in a slot and read some numbers over the phone would make me mad too.
     
  8. Sep 2, 2007 #3448 of 9367
    Big Boy Laroux

    Big Boy Laroux New Member

    120
    0
    Oct 10, 2006
    This was the most infuriating part for me - that they kept saying they had to send a tech. I've dealt with the "techs" in this area before. I know beyond a shadow of a doubt that i would be able to find and do whatever they would do.

    When i first moved in, they sent a guy out to set up my internet access (i could have set it up myself, but the service call this time was free). I ended up doing the entire thing myself anyway. It was if the guy had never seen a computer before.

    I realize some techs are good. But the majority of them just know how to do 2 things - hook up cables and unplug/replug devices.
     
  9. Sep 2, 2007 #3449 of 9367
    lmsyl

    lmsyl New Member

    23
    0
    Aug 30, 2007
    I only have one MCard installed. And I understand your point. I have figured out an exact way to duplicate this issue. This only happens to the tuner 0 (although I have only one Mcard, I guess it maps to the 2nd descrypt channel on the card)
    1. Tuner 0 and 1 tune to a clear channel (ABCHD and NBCHD)
    2. Change channel on Tuner 0 to an encrypted YD channel. The channel is black. Go to CableCard Conditinal Access menu, it was shown as "Auth:?"=UNKNOWN. It is not "Auth:NS"=not authorized. The weird thing is not all encrypted HD channels have problem. I got ESPNHD, ESPNHD2, TNT, UHD black out.
    3. Changed channel on Tuner 1 to an encrypted HD channel mentioned above, but not same channel as tuner 0. Got video.
    4. Go back to tuner 0. Channel up then down->back to previous unviewable channel. Now video is shown.

    In short, if Tuner 1 is on encrypted HD channel, Tuner 0 has no problem to tune to any encrypted channel. Otherwise, it is just trying my luck.

    Comcast will send out tech. next week.
     
  10. Sep 2, 2007 #3450 of 9367
    mike_sjc

    mike_sjc New Member

    8
    0
    Aug 14, 2007
    I have Comcast service in the Bay Area (N. Calif). I recently returned my Comcast DVR and switched to the new HD Tivo. Comcast came out and installed the dual cablecard.

    I got my new bill and I am being charged 11.95 per month for "DVR Service with HDTV" in addition to the cablecard fee of $1.91/mos. I thought I'd only be paying the $7/mos HDTV fee so I called to ask about it. The agent who answered claimed that the I was still required to pay the DVR fee even though I OWN the Tivo.

    This sounds bogus to me. Anyone else paying the $11.95 instead of the $7?
     
  11. Sep 2, 2007 #3451 of 9367
    dswallow

    dswallow Save the ModeratŠ¾r TCF Club

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    Dec 3, 2000
    Long...
    If you only have the TiVo receiver and no other receiver or DVR from Comcast, you should only be paying for the additional CableCARD. The first CableCARD and the first outlet fee are included in the price of your digital programming package.
     
  12. Sep 2, 2007 #3452 of 9367
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    SPSIRS

    Select-Play-Select-InstantReplay-Select
     
  13. Sep 2, 2007 #3453 of 9367
    jfh3

    jfh3 New Member

    4,469
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    Apr 15, 2004
    Denver area
    Your cards are not paired or associated with your account properly. See the FAQ:

    http://www.tivocommunity.com/tivo-vb/showthread.php?t=363797
     
  14. Sep 2, 2007 #3454 of 9367
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    You don't need a tech to come out. All they will do is call someone - this problem must be fixed over the phone. There is nothing wrong with the card or the Tivo - the card is not paired and validated properly in the cable company's system.

    For more detail, see:
    http://www.tivocommunity.com/tivo-vb/showthread.php?t=363797
     
  15. Sep 2, 2007 #3455 of 9367
    jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    Bogus answer.

    For Comcast, if you have a digital package and one CableCARD, there are no other fees.

    If you have two CableCARDs, you will get charged a CableCARD fee. The line item is "Series 3 Tivo package" if I remember correctly.

    If the front line CSR won't take the DVR charge off, ask for the billing department and have them take it off. That is a charge for renting a DVR and has NOTHING to do with support for a Tivo box.
     
  16. Sep 2, 2007 #3456 of 9367
    c3

    c3 TiVoholic

    3,067
    0
    Sep 8, 2000
    Silicon...
    $1.xx/month is the only valid charge if the TiVo is your only digital device and if you have two S-cards. HDTV fee is for the HD set top box rental, not service fee.
     
  17. Sep 2, 2007 #3457 of 9367
    Philo

    Philo New Member

    18
    0
    Apr 4, 2002
    Thanks for the tips. Everything's resolved now, but just wanted to follow up with the rest of the experience in case it somehow helps others.

    I called yesterday, and they reinitialized the card. Not only did it not immediately seem to help, it somehow knocked all but the basic channels off of the cablecard on my existing set. Ouch. Scheduled appointment for a tech to come out today.

    Right before he arrived, I flipped the display over to the new Tivo, and lo and behold everything was up and running as it should have been. Not sure why it took so long, since nothing else was done to the Tivo (and yes, it *was* restarted after the reinitialization), but it did eventually work fine. Tech got the existing cablecard straightened out today, and everything is set.

    Have to say, I was expecting to have horror stories, but both of the techs (yesterday and today) and the phone people yesterday seemed fine - just took some time to work out. Patience helped a lot.

    Man, does the HD Tivo look great. Worth the hassle.
     
  18. Sep 3, 2007 #3458 of 9367
    oldnacl

    oldnacl New Member

    168
    0
    Mar 23, 2007
    After getting charged $17.90 for the 2 cable cards on my S3, I returned it and went back to the SA8300HD DVR. Bad choice.
    I just completed setup (sans cable cards) on a new TiVoHD and I'm hoping and praying I'll be able to navigate through the Comcast morass and get a multistream CC installed with a reasonable monthly fee. Given past experience, I'm not too hopeful that things will come out satisfactorily, but I'm seeing progress others have made and that prompted a retry.
    Glad to be back (I think).
    Wish me luck!
     
  19. Sep 3, 2007 #3459 of 9367
    lmsyl

    lmsyl New Member

    23
    0
    Aug 30, 2007
    I called Comcast in 9/1 late night. The CSR sent a hit to the box. Oops, it is cable card only, not motorola box. So she let me hold and asked someone else, then she sent a hit to the Cablecard. Still nothing changed, issue was still there. A tech visit was scheduled for 9/5.

    Somehow, in 9/3 afternoon, I found I could not duplicate the issue any more. Both tuners are working fine. I cancelled the tech. visit today.

    Hopefully it is good ending of the CC installation.
     
  20. Sep 3, 2007 #3460 of 9367
    dswallow

    dswallow Save the ModeratŠ¾r TCF Club

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    Long...
    I've gotten the impression that there's some batch processes run against accounts every night to correct things that might be in error. It wouldn't surprise me to find that they've started looking at CableCARD authorizations on accounts and are automatically correcting them... at least where rate codes aren't properly entered to match everything else on the account. Not much you can do if pairing info is missing, except perhaps flag it for a phone call asking for it from the customer.
     

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