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Discussion in 'TiVo Series3 HDTV DVRs' started by amjustice, Sep 14, 2006.
Are the channels showing up ok under the test channels menu?
You need to request a Comcast technician instead of the usual contractor like you had. The typical contractor gets paid a low flat rate so will not attempt to troubleshoot. You can also first try to call the info in again yourself. See other posts here for how to troubleshoot and the info Comcast needs. Some Comast offices won't let the customer do that, though. We can't tell if it is a TiVo problem from the info you have presented so far. The guided setup completed correctly, right?
comcast came out today to install 1 m-card on my tivoHD. tech thought the install went smoothly. i only get basic local channels and local hd channels. i'm getting the Auth Status: Waiting for CP Auth message. i've read that means that the card was not paired correctly. i'm trying to get in touch with customer service but nobody says that can enter the card data for me. who can i call that will take my info and enter it into the system. does not sound like a hard job to me.
I talked to a nice lady named "Theresa" who:
had set up CableCard TiVo's before
knew the difference between the S3 and the TiVoHD
knew the difference between an S-card and an M-card
knew to set my card up so it came after the cable box, but before the cable modem in the outlet order
knew immediately to ask for the host and data ID's
was not fazed when it did not initially work
never once suggested a truck roll
Theresa had me up and running inside of 25 minutes. start to finish. I'm getting every single channel I should. (It helps that right now I don't have anything complicated.) Theresa ROCKS.
(We'll see what happens with the billing, if the "extra outlet" fee pops back up, but I'm not at all sure it will.)
I'm amazed and delighted.
I'm glad you were able to diagnose it so quickly as a Tivo problem - odds are it isn't.
1) Were the cards paired and validated? Check the CableCARD status screens to see.
2) Try hooking up the Tivo with component cables instead of HDMI and see if any issues go away.
3) What is your video output set to? Does your set support all the modes?
Too bad the cable industry doesn't have about 10,000 more where she came from.
Have you tried to verify the numbers via the CSR? Does the Host ID, S/N, outlet order line up with what you have?
The 4 CSR's I have talked to say they do not have access to that information and I would need a tech scheduled to come out to my place. (Where they would get on the phone to call "their person" and read the same info that i would!!!)
I'm getting in touch with my tech and local department today...hopefully they can help
The tech that helped fixed my cc lamented the fact that the csr that I could speak to did not have access to the same computer screens and info as the one he called. He agreed it would be so much easier if we could just handle this with a phone call rather than a truck roll.
Do you have internet through comcast? If you do you can use the online chat to talk to a rep. The ones I've chatted with have access to the screens because I used them to verify my information and send some hits.
It's much easier to type in the numbers vs. yell them over the phone.
Just bought a Tivo HD last night.
Anyway, we just moved so I have been dealing with comcast for like 4 straight weeks.
I called the Comcast customer service line, the lady knew about the CableCard Tivo's. First one free, second one $1.50 a month...I think I can afford that.
Anyway, then informs me that Comcast in Richmond, VA is out of CableCards so she can't put the order in. Also can give me no time frame on when they would have them...Said call back at the end of next week. Aren't they required to have these things available in some kind of timely manner? It seems to me they could at least put the order in and let me know when they have them.
The second truck roll happened this morning, and I think this guy might have known even less about CCs than the first one. A supervisor's coming in an hour. About farking time.
This thread is very interesting. I think someone needs to email the URL for this thread to someone at Comcast. Hopefully someone high up the food chain.
Still waiting for my next Comcast visit set for tomorrow night. I might try that online chat idea tonight to make sure all the validation numbers are correct in their system. I still only get some basic channels and the local HD with my M-Card in my TIVO-HD. I know it's either an authorization thing or a bad M-card (or both).
I need that Theresa from above to help me too!
If this thread was taking place on the USA Today forums, then perhaps that would be useful. We're a small group of high-end users. Until J6P cares about this stuff, service providers won't see this as a big problem.
So I have the direct phone number of an Executive Support guy(whatever that means) in my local part of Comcast(South Jersey) and I am think I need to use him to get me someone to do the various over the phone bits that the Techs that visit fail to do correctly. I have been reading this thread and attempting to compile a list of all the problems people have had with the systems at Comcast and all the various fixes for the cablecards but I was wonder if anyone had already compiled a list of things things(Like should I tell them to Cold Init the cards and then hit them?).
If no one has done such a thing then thats fine I was just curious since this is such a huge thread.
You make a good point. If the AV geeks on this forum can't get their equipment to work with Comcast service, how the heck is my grandma supposed to?
The fact that this thread is well over 100 pages, and shows no change in the year it has existed (compare the first and last pages!) should be a monumental embarrasment to Comcast. I have no idea why heads have not rolled there months ago.
For all the disapointments DirecTV has caused me, at least they knew how to make their equipment work.
I kind of think one of the issues is Comcast doesn't really want people using TIVO. Even if it mean using cable cards from them. They would much rather you just get the bad Comcast DVR box and dump your TIVO service.
Anyway - fingers still crossed for my third cable guy visit tomorrow.
I don't think there is any embarrassment forthcoming. As far as they are concerned, they are doing what they are supposed to, as well as they're supposed to, and Go Hokies! is quick to remind us that they have very high success rates.... well over 95% of customers get the CableCards working. You can whine about the trouble that folks have to go through to make that happen, but the reality is that just doesn't register because it is nothing beyond par for the course with regard to mainstream service expectations in our society. Frustrating, isn't it, but blame that on J6P's incessant fixation with getting everything cheap. The American consumer has abrogated whatever consumer power they've ever had by regularly choosing suppliers based principally on price, and refusing to do without when they're unsatisfied with offerings and/or service.
Looking in the Conditional Access screen, what does Auth: MP mean?
The CC is not properly authorized. You won't get all your channels. It should read Auth:S