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Official Comcast CableCard Thread!

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

  1. silypuddy

    silypuddy New Member

    56
    0
    Jun 4, 2007
    Minneapolis
    Any one know if one should be getting channels on the second tuner if the CC is missing?

    I've been having problems with the second CC in my TivoHD since day one. It is only getting the local SD and HD channels. The second CC doesn't have to be the one in CC2, rather the second CC activated.

    Anyways, I thought I had a bad CC so I went to the local Comcast store to try and swap it for a new one. I was told that I need a tech visit even though the CSR on the phone I could do the swap. So I am setup for visit #5 tmr.

    When I came home I noticed that I was getting channels on the tuner with the missing CC and now I'm wondering if that is right or if my TivoHD is broken?

    Any suggestions?
     
  2. rad1701

    rad1701 Member

    173
    0
    Aug 17, 2003
    DAY TWO of my saga (in the Michigan suburbs, by the way):

    Contractor guy shows up. Nice guy, but doesn't know about TIVO or cable cards. And has no extra cards with him. My problem has been most of the Digital preferred channels and even some basic cable not working (like channels from about 29 - 62 and the 100's).

    First step: I get him to call in all the three cable card numbers: ID, host, data
    Doesn't seem to fix my issues.

    Step two: It seems for some reason in the system Comcast had me down for Digital Starter and Digital Plus, not just Digital Preferred. We get that changed, rehit the one M Card I have in - still no change - missing many channels still.

    I Rerun through setup, no change. Reset TIVO - no change.

    So after about 2 hours we decide maybe it's a bad M-card (Motorola). So he sets things up to have "maybe" a supervisor come tomorrow who knows this stuff and with more cable cards.

    Sheesh! Why is this so hard?!?! :(
     
  3. jeshaffer

    jeshaffer New Member

    41
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    Feb 15, 2004
    /RANT ON

    MISSING_PROGRAM_REKEY have had two truck rolls now, the latest one the guy tells me when he leaves that "the box drivers are down" and that they do that a lot. I have no HD content on tuner 2 and the card will not pair, the card has been replaced, but it had a completely different message before that.

    I am one phone call away from shoving this back in the box and going back to satellite. How can one company be this stupid in regards to supporting their own products.

    I am so furious right now I am ready to throw this thing through the GD wall. And would if it didn't mean i couldnt return it when they cant fix it.

    4 hours X 2 off work for a truck roll.

    3 X ~1 hour on hold waiting for Tivo to just answer the effing phone (this is ludicrous that their support sucks this badly also)

    4 x 30 minutes talking to some inept waste of carbon at Comcast when they told me that "they dont support Tivo" and i laid out the cable labs thing and asked how to spell their name to make sure i didnt misspell it on the FCC complaint filing.

    ~40 hours of excess blood pressure to try to make this damn thing work in my house. ITS A PIECE OF HARDWARE, IT SHOULDNT BE THIS DIFFICULT TO MAKE IT WORK.

    /RANT OFF

    Sorry, I am just so furious over this BS at this point. I have no words for how assinine this entire endeavor has been just ludicrous.
     
  4. bluemcduff

    bluemcduff Pushes Buttons

    61
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    Sep 8, 2007
    Atlanta, GA
    I think the support guy realized that implicitly--but I'm glad that neither he nor the installer didn't panic or instill FUD when that popped up.

    I take back most of the good things I said about that last guy when I recall that this guy jammed in the two cards at once and in the wrong order and he bent out the side panel where it's left a 1/4" gap between the bare metal casing and the black paneling.

    Didn't see the bend in the casing until long after he left since I'm normally six feet away and noticed it when I was up close to it.

    Also add the fact that he wouldn't leave the remote alone while the headend took forever to hit the cards--but the cards did work thereby saving me from chewing this guy out.

    Tivo has offered to exchange the box but I haven't decided on doing so since unscrewing the back and attempting to bend the outer casing back would void the warranty.

    Any thoughts as to whether I should keep my Tivo with this problem or send it back with the understanding that I have to play Cablecard roulette with Comcast again when I get the new one since I've been told the cards I have can't be reused?
     
  5. oldnacl

    oldnacl New Member

    168
    0
    Mar 23, 2007
    While my install went well on Saturday, today I got my cable bill with the charges for the old equipment. I called Comcast and got it resolved (verbally) to the point where I'm getting charged for 2 CCs at $2.00 each (The TiVo is my only "outlet" - no cable boxes). I guess I should escalate to get one CC charge removed, but if the darn thing keeps on working with all the channels I pay for and if that IS what shows up on my bill next month, I wonder if I should let sleeping dogs lie? Previously they were charging me $17.90 for the exact same setup with a Series 3 which I returned and then canceled cable service for a month or so.
     
  6. Neenahboy

    Neenahboy Statistical outlier TCF Club

    16,496
    2
    Apr 7, 2004
    Arlington, VA
    Initiate an equipment damage claim with Comcast and get them to pay for it.
     
  7. bluemcduff

    bluemcduff Pushes Buttons

    61
    0
    Sep 8, 2007
    Atlanta, GA
    I don't think I'll need to do that because Tivo won't charge me for the exchange (should have been clearer about that)

    Although, if I do an advance ship they'll charge me $800 and then credit me when they get my current Tivo back.

    I can handle the $800 charge as it minimizes the downtime--it's my patience with incompetent people in the field with bad cards I'm worried about.

    Nothing makes me seethe with anger more than watching someone do something utterly wrong and be so powerless to stop it.

    If I pull the trigger on this I am explicitly saying to the CSR have the tech test the cards BEFORE you come to my house and not in the Tivo and if (and when) they fail DO NOT shrug and tell me it'll be at least 48 hours until someone can come back.

    And they had better bring two or more or I'm not going to be happy to say the least if they don't have two working cards.
     
  8. jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area

    Yeah, but why have Tivo foot the bill for Comcast's negligence?
     
  9. jlib

    jlib Lean Forward

    1,063
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    Nov 21, 2002
    Carmel...
    I am trying to imagine what the problem looks like. I would try taking the cover off an see what is bent and see if it is correctable with a little nudge. Since it is working now I would do everything possible to avoid another installation attempt on a replacement.
     
  10. rad1701

    rad1701 Member

    173
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    Aug 17, 2003
    Ok - I'm up to my third visit coming later today by Comcast. Hopefully the guy will bring more M cards. I want to make sure I have to proper and exact sequence to get my HD TIVO up and running. These are the steps as I understand it right now:

    1. Physically insert M-card
    2. Run through TIVO menus to get Cable Card #, Data #, Host #
    3. Have Cable guy call in ALL the numbers and have Comcast "Hit" the card (is a signal "Hit" ok or should it be a "Init" or "reset" first??)
    4. Test card/test channels (especially premium or encrypted stuff).
    5. If channels are missing - Try a new card?? (this is what I'm unsure of, do you have to go through the 20-30 guided setup to get TIVO HD to see all the channels after it is "Hit?" I don't think so.)
    6. If you get to the point where all channels are ok, do a Guided Setup then restart. (Or should it be restart first then Guided setup? It seems TIVO wants you to do guided setup when a new card is put in).

    Anyway, that's about the way I see it. Any of those that have been successful doing this please let me know if I have it correct above.
     
  11. oldnacl

    oldnacl New Member

    168
    0
    Mar 23, 2007
    In my case of a successful install, the installer verified select channels (HBO HD, Discovery and a few others to see that I was getting channels in the Digital Preferred tier and Premium - I only have HBO) by entering the channel numbers without going through a setup. After he left I did the complete TiVo setup. Others may have discovered missing channels doing it this way but my luck was good. Now if I can get the cable bill straightened out....
     
  12. silypuddy

    silypuddy New Member

    56
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    Jun 4, 2007
    Minneapolis
    For a SA CC is the data # on the card or a CableCard screen?

    Is it the number above the host id on the Host ID screen?

    I can't seem to find a field called "data"...
     
  13. bmel

    bmel New Member

    48
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    Apr 19, 2003
    My first M-card installation on a TivoHD with an inexperienced tech and dispatcher resulted in a cc which gave me no more than basic cable. Today I had better luck and some knowledgable people and was up and running with everything I pay for in just 30 minutes.

    The answer: I have Comcast TV and Internet service. Each outlet is listed on Comcast's computer in a certain order. Prior to getting my tivoHD I had 2 motorola dvrs and a third non-dvr digital cable box and my cable modem on this list. So the list looked like this:

    1 dvr1
    2 dvr2
    3 non-dvr box 1
    4 modem

    I replace the non-dvr box with the TivoHD. After the first install the list on their end looked like this:

    1 dvr1
    2 dvr2
    3 modem
    4 tivohd cable card

    Apparently your comcast digital package authorization is carried, in order down this list until you reach the modem. anything after the modem does not get the proper authorization.

    The dispatcher changed the list to

    1 dvr1
    2 dvr2
    3 tivohd cable card
    4 modem

    All is working. So simple.
     
  14. mhargr03

    mhargr03 New Member

    29
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    Aug 29, 2006
    Chicago, IL
    That is interesting. I wonder if this applies nationwide? What general area are you in?
     
  15. bmel

    bmel New Member

    48
    0
    Apr 19, 2003
    South Central PA

    I always knew the problem in my situation related to proper authorization. Using the tivo support pages and the diagnostics on the tivoHD I could tell that the card had a good signal, was properly paired, but was not authorized correctly. Reordering the outlets on the Comcast computer allowed the proper authorization to occur.
     
  16. Evilmonkee

    Evilmonkee New Member

    47
    0
    Sep 7, 2007
    Yup, getting the outlet order is essential.

    Just had my fourth visit from Comcast today to get the second CC validated to receive premium channels(HBO, Encore). Thought that they were going to have to try another CC to get it working. The tech called in and re-verified all the numbers and the outlet. It was, of course, set incorrectly. I think all the previous times they were entering the information for the second CC to the wrong outlet. So they sent the hit to the card and bam, it worked.

    Such a HUGE PITA! Happy that they're both working now and don't have to deal with Comcast anymore...for now. The only problem now is the audio dropouts I'm experiencing on some of the HD channels. But from what I hear that is a Tivo problem that's hopefully being addressed.
     
  17. silypuddy

    silypuddy New Member

    56
    0
    Jun 4, 2007
    Minneapolis
    VICTORY!!!

    I finally have two CCs working in my TivoHD.

    It only took 5 tech visits, over 10 CSR calls and 1 visit to the store.

    All the fifth guy did was replace the card and call it in. He didn't give any information other than the CC number as they had the host id from my previous four visits.

    It probably helped that he had someone on the line who sounded like she knew what she was doing. She even warned us that it would take time for the hit to arrive because there were 67 in the queue.

    Now to convince the wife to get a second TivoHD for upstairs...
     
  18. rad1701

    rad1701 Member

    173
    0
    Aug 17, 2003
    I should only have two devices for my list. My TIVO HD cable card and modem. So I'm hoping the listing thing isn't the issue - at least for me. But I do still think it's an authorization issue on the card.
     
  19. clemon79

    clemon79 New Member

    45
    0
    Apr 12, 2003
    Seattle, WA
    That's REALLY interesting. And potentially useful, since I traded in my two S-cards for a single M-card today, and I get to make The Dreaded Phone Call when I get home tonight.

    (Where undoubtedly they will screw up my billing again.)

    Anyhow, thanks for posting that...any information I can be armed with, after my last experience, will be useful...

    (Today at Comcast, the lady asked me if I had "one of the new Tivo Series 3 HD's, the ones that cost between $800 and $1000, because Tivo told us that M-cards won't work in those." When gently corrected, she insisted that was what Tivo specifically told her to ask customers. I don't think so, babe.)
     
  20. SuperEgo19

    SuperEgo19 New Member

    4
    0
    Sep 12, 2007
    Well, my cards were installed by Comcast on a couple of days ago here in Houma Louisiana. The cable doofus showed up with his padawan learner and he asked assuredly where my two TVs were so he could install these puppies. I told him he would be installing them in my TIVO, and he said he was not authorized to put the Comcast cards in a TIVO box. I told him that was the stupidest thing I ever heard because there is no difference whether he puts them in a TV or in a TIVO box. Then, he tries to talk me out of it by saying I would lose all of my HD Channels and he opines that there is no way it was going to work and he was going to leave because he could not get authorization from HQ. He said he'll come back later cuz he didn't have "an hour" to play with this. I got irate and told that SOB to leave the cards on my coffee table and I would install them myself. I then put the TIVO manual in his face and opened the slot on the front to show him where to put them. I had already waited two and a half weeks for this schmuck to appear at my house and he was going to leave b/c he was a retard without any technical knowledge whatsoever. I finally persuaded him to "install" them. He sat on my couch while I wrote down the data on the diagnostics for him to activate my cable. He said he could not wait around to see if it worked. I told him to hit the F#$% road! Well, the cards work...sometimes. The cards and the installation are fine, but my channels go black all the time. Even with the new software "Upgrades". There are channels I have yet to see on my TIVO. Don't know what the hell is wrong. Signal strength is fine. Diagnostics look good. It HAS to be a TIVO problem. The problem occurs mostly on CableCard 2. I have an HDMI connection. Any suggestions?
     

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