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Official Comcast CableCard Thread!

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

  1. jlib

    jlib Lean Forward

    1,063
    0
    Nov 21, 2002
    Carmel...
    Users should fill in their location information. Also, if any advisement is desired notate the cable card screen info. Or if one wants to purely vent that is totally fine, too.
     
  2. PHeadland

    PHeadland New Member

    38
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    Mar 29, 2005
    San Mateo, CA
    That is wrong. If you only get one card (you only need one M card for a TiVo HD), it should cost ZERO. The first connection charge is bundled into your cable package, and includes the cable card or a non-HD set-top box. In fact, if you are returning one of Comcast's DVRs, your bill should be reduced by ~$5.
     
  3. PHeadland

    PHeadland New Member

    38
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    Mar 29, 2005
    San Mateo, CA
    That is 100% BS. Your Comcast package includes a base set of HD channels, including the ones you mention. You need to keep escalating this.

    PS: It would be a huge help if you updated your profile to include your location, since experiences vary so widely by region.
     
  4. kdwarren

    kdwarren New Member

    23
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    Dec 1, 2004
    Chicago, IL...
    Yep, I agree with all of you 8.99 is too much. I think they were adding in some fee for HD channels. I told them I already subscribe and pay for the channels I need.

    this is for my primary outlet and I got someone in sales that told me the others I spoke to were wrong. My 1st card is free and if I need a second (which I doubt I do) it would be 1.50. I like that price much better. And when I turn in the crappy Comcast DVR I will get a few bucks savings on my bill.

    My hubby and I are both going to try to get a card at a local comcast.

    last time called to upgrage us to the HD package we have now and the CSR said he could not by any means get a comcast box at a local store and install himself.
    So he made the apt but still went to the store and the lady just handed him one over the counter plus a second aditional free one (not a hd DVR though) we can use somewhere else in the house. He had her also cancel his installation apt. I had a neighbor that got their HD package by intsallation and they did not get the free extra box.

    So I hope he can get lucky again with the cable cards. if not I still have my apt Fri.

    thanks for all your help everyone!

    I am so excited to dump that Comcast DVR !!!! I hate that thing!! It is super slow and seems to not work well with my harmony remote but tivo has no problems.

    Karen
     
  5. tmesser

    tmesser New Member

    121
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    Apr 12, 2003
    Naperville, IL
    I picked up a THD yesterday and set it up for OTA (just in time for premiere week!) for now, until I finish watching the last few shows on my S2DT and move it out of the way to hook up the existing cable connection (I don't much feel like adding another splitter or buying a 3-way, and the box is going to a friend very soon).

    I already have Comcast Digital Preferred with HBO, and I have one CableCARD in my Sony TV that I intend to leave alone. I visited my local Comcast office across the street this afternoon and was told they don't hand out CCs, so I called for an install. I told them I have a TiVo and that it can use 1 M-Card or 2 S-Cards; the rep said he would note it on the work order. When I requested that the tech bring extra cards, he said, "They always carry extras." :rolleyes: After reading stories here, I know better.

    The CC install for my TV was painless last November. I hope this one is just as smooth. *crosses fingers*
     
  6. Graymalkin

    Graymalkin Grumpy Poster

    51,609
    59
    Mar 20, 2001
    Northern...
    I upgraded from Digital Starter to Digital Preferred Plus -- but I'm not getting any of the Preferred Tier channels. Comcast tried refreshing the card twice, and I tried recycling the power twice -- no luck. So now they're sending a tech out on Saturday.

    If they can't get those preferred channels, I may just tell Comcast to take me back to the original Digital Starter package and let it go at that. For now, anyway.
     
  7. notabbott

    notabbott New Member

    18
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    Oct 4, 2004
    Chicago, IL
    Did you say earlier that you were in Chicago? If so, the Comcast location on North Avenue doesn't have any of the multi-stream cards as of this morning, but they're going to call me when they know when they'll have them. In the meantime, I just keep scheduling tech visits on the hope that one of them will actually have the right card. For whatever reason, dual single-streams refuse to work properly (on the second tuner) with my HD box, and even the Comcast people who know what they're talking about can't figure out why.

    Later,
    COZ
     
  8. tmesser

    tmesser New Member

    121
    0
    Apr 12, 2003
    Naperville, IL
    Well, here we go. :(

    The Comcast installer (company employee, not a contractor) showed up around 9:15 this morning. He had two S-Cards with him, which I knew wouldn't be much help if one was bad. After asking me, "Well, wouldn't it have been cheaper to get our DVR?" :rolleyes: he put both cards in at the same time and called dispatch. (At least he didn't have a problem with me holding the remote and navigating the TiVo menus.)

    The card in slot 1 returned a 161-1 error. He didn't know what the error meant, and neither did dispatch; I had to tell him it indicated a bad card. The card in slot 2 was fine. While on the phone with dispatch, he took the bad card out of slot 1, put the card from slot 2 into slot 1, and verified the host/data info with the tech on the phone. I confirmed that I can receive the digital tier and my premiums. Naturally, he had no extra cards with him because he thought I was only getting one card, so the second one was his "extra." He told me to call Comcast to get another one.

    The end result: I have one CC and OTA, and I have to schedule another appointment. :thumbsdown: Could have been worse, I suppose, but this is still annoying.
     
  9. jak117

    jak117 New Member

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    Sep 25, 2007
    Chicago, IL
    I hoped for the best when I purchased my new TiVo HD. Things went well initially, the North Ave store in Chicago DOES hand out CableCARDs for self-install. In fact, the service rep told me they do it all the time and people usually have no problem with installation. After getting home, I ran through guided setup and inserted the CableCARD when instructed. I then contacted Comcast via the chat feature (as suggested earlier in this thread) to activate the card. Within a few minutes, I was able to see the basic channels (NBC, ABC, other locals). An hour later, I chatted with the same person because digital channels were not coming in (e.g. ESPN, TNT).

    The immediate reply this time was to send a tech, which I wanted to avoid. Long story short, 2 phone CSRs and 2 online has left me with only analog channels. My gut feeling is that it is an authorization problem on Comcast's side, but all they seem to be able to do is send "signals" to it, I tried to give the data id, etc, but that was not on their screen.

    Does anyone have any suggestions? The card came from the warehouse and I did read that someone needed an extra step to get the card set-up. I have not tried having them strip down my account yet - I may tonight after calling TiVo support. I have a tech coming tomorrow morning, but would prefer to avoid it if possible.

    Has anyone else experienced this problem?

    Thanks
     
  10. silypuddy

    silypuddy New Member

    56
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    Jun 4, 2007
    Minneapolis
    What kind of cards do you have? Mot or SA?
    What does your CP screen say for both cards?
     
  11. kdwarren

    kdwarren New Member

    23
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    Dec 1, 2004
    Chicago, IL...
    I am live west of Chicago about 1 hour or so. I sure hope my area one has the right card. My hubby is gonna be pissed if he took off work for the installation for nothing.

    Karen
     
  12. jak117

    jak117 New Member

    5
    0
    Sep 25, 2007
    Chicago, IL
    It's a Motorola M-Card, branded with a Motorola sticker.

    From memory (not home right now), the CP screen showed that the card had connected successfully and seemed to be receiving information. The auth status was listed as "MP" I believe. Is there anything I should be on the lookout for when I get home?

    Sorry, I think I got the last of them yesterday afternoon. The CSR claimed that more would be in sometime today. They had to go to the warehouse to find even one M-card.

    Thanks for the help!
     
  13. Patranus

    Patranus New Member

    20
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    Sep 15, 2007
    Per my last post. A new tech game out yesterday. I was told he was "the best" with CableCards in the East Bay. I was told when he left he checked both tuners and that everything worked fine. I was also told that I would have to talk to billing about my channel situation which is understandable.

    When I got home, I had the exact same problem except that the slots where the cards worked were switched. Before, slot 1 was getting information and slot 2 did not work. Now slot 2 is getting information and slot 1 is not working. It clearly states that the card is not getting channel list data and has an error "Unknown 4" in some field.

    I called Comcast and was hung up on by a customer service rep. I Called back and the next rep guided me through all of the steps that I have gone through 1000 times. I was transfered to someone else who had me remove the cable cards and repeat the "Guided Setup" again. This took an hour or so. The rep claimed he was sending signals to my box and was doing everything he could. Nothing fixed my problem.

    Instead of sending out another rep, my case is being escalated to their IT department. I am scheduled to have a call back with the rep I talked to and IT on Wednesday.

    I have not been offered any sort of discount or credit on my bill. Maybe I should call the customer retention department.

    So, does anyone have any suggestions on my next step?

    I love my TiVo but if I can't get it to work, I am going to have to return it or put it on EBay. I feel like a child giving up a puppy or something...
     
  14. dsnyde27

    dsnyde27 New Member

    14
    0
    Sep 25, 2007
    Shrewsbury, PA
    OK... I live in Shrewsbury, PA in what was once an Adelphia cable system but is now Comcast. It's a motorola based system. I received a Tivo Series 3 HD and promptly called Comcast to schedule an install. The tech arrives 30 minutes early on a Saturday afternoon (excellent!) and being a prior systems engineer for a cable company who is VERY intimate with CableCards on an SA system, I'm thinking 20 minutes tops! First off, the cards are so brand new that this is the first M-Card that the tech has ever saw and only the 2nd CC install he's ever done. No problem, I know how they work.... so I insert the first card and access the pairing screen to give the tech the necessary info to call dispatch and setup the pairing and activation. A few hits later, boom, I have channel map and Validation in the conditional access screen. BUT, no encrypted channels are coming through... I get all the unencrypted OTA HD and the Music Choice stuff, but no Digital Tier or Premiums..... so they try the 2nd card.... it never gets anywhere... they look up the history of that card and gee... it did the same thing on the last 3 installs!! What genius decided to keep this card in rotation!? So, in the end I have one validated card that has the channel information with an auth code of "0C" which I've never heard of.... no video on any encrypted channel.... so they setup a return trouble call. Meanwhile I'm digging around for solutions and documentation on the forums... Monday another tech arrives (10 minutes early!) and immediately knows that there is a service code/billing code issue. He's happy as hell to see a successful validation... But after a bazillion hits and no results he elects to try two new cards. 1st card goes in, and validates, pulls a channel map, next card goes in, validates and also pulls the channel map.... neither card shows any encrypted channels.... After calling all over creation, the tech finally finds someone who knows a little something more than "Let me send it a hit" who actually builds an M-Card in the system (it wasn't defined yet?) and then sets up the cards in my account (supposedly putting them first in the equipment list at my request) and then assigning the channels to the cards.... sends a big hit and.... nothing.
    The tech is telling this CSR that it is DEFINITELY a service code issue since the cards received the channel map and can tune the unencrypted channels (sniff!, I was SO proud!) but they won't hear of it..... He leaves. I'm stuck....
    Today I call Comcast and tell them that I need my cable cards to work as expected and they immediately want to schedule a service call! I tell them that all that is going to do is have a tech standing in my living room talking to a CSR about service codes which is the same thing I'm doing RIGHT NOW! They fiddle with some code that was missing on one card and tell me to check it when I get home.... which I KNOW isn't going to fix it since neither card could tune so one code missing on one card isn't going to matter... Now I get to look forward to being enslaved to the phone while I go through the entire Comcast CSR staff to finally find one that knows how to assign the proper codes to my cards or can possibly BUILD the codes needed to assign to my cards and get me working..... What else can I do to get this resolved??? This is PAINFULLY stupid!! I could auth a cable card in 15 seconds from anywhere in the world... (probably couldn't now - you guessed it, Comcast bought that cable company... lol)
    so Now what!? (throwing up hands in frustration) :mad:
     
  15. dsnyde27

    dsnyde27 New Member

    14
    0
    Sep 25, 2007
    Shrewsbury, PA
    an auth status of 'MP' is NOT good and you might want to check the Val: status on the conditional access screen as I have a feeling that you will have a '? 0:00' there which means that you aren't paired properly in the system (you should have a 'V' and anything other than zero in the '0x00' field) V is for Validated (your host ID and Card ID were successfully paired in the system and the cable card validated the signals coming downstream assigned to the 'pair')

    You should check the Network Access screen to make sure the Messages counter is rising... view the current number and then go back a screen and wait a few seconds then go back to the Network Access screen and see if the number incremented. If so then the card is receiving 'hits' from the system - if it's sitting at '0' and never goes anywhere, then it's not seeing anything from the system, indicating a possible problem with the cabling, the cable card, or a maybe a bad splitter in your home

    Good Luck!! :eek:
     
  16. BPlexico

    BPlexico New Member

    7
    0
    Sep 17, 2007
    San Rafael, CA
    Well after a very long day - I have my Tivo HD working with a Motorola Multi stream cablecard.

    Appointment window was 8AM-12PM on Sunday. After no one shows up I call the Comcast office - they say the tech did not show because he did not have any cards. So they apologize, call tech and schedule an appointment for 1PM-5PM same day with assurance tech now has a multi stream Cablecard.

    5PM no tech has arrived. I call Comcast office again. They hunt thru records, see no appointment, transfer me to a dispatcher who locates record. They call Tech to see where he is. They call me back and say the tech should be there around 6PM for install. Tech calls and he has no idea what the job is for, nor that I needed a cablecard installed.

    545PM I call Comcast because at this point I have little faith they will show up. Speak to supervisor, he calls tech - finds out Tech has no cablecards and so they arrange for tech to pickup a card from another tech in area.

    645PM the tech shows up at house. He explains he never had me listed as an appointment for the day nor did he know I needed a cablecard installed. Fortunately he has gotten the multistream card and has worked on Tivos before.

    Install goes fine - we swap in the new multi stream card for my single cablecard that I already had installed. They are able to get all my stations, including the Digital preferred package after about 30 minutes (at first they only got the basic channels).

    They determine the need to give the office the Cablecard serial # as opposed to Host ID to activate the multi stream card.

    But they cannot get the HBO channels to come in (they were not able to do this the previous week either with the existing card.). That's ok for now - I am happy and the multi stream card works for dual tuning.

    I callback Tuesday about getting HBO to work - still no luck after 30 minutes. They are sending a tech out on Thursday to diagnose and possibly install another card, though I told them I do not think it is a cablecard issue but an issue with something they need to do back at the office. We will see....

    Barr
     
  17. jak117

    jak117 New Member

    5
    0
    Sep 25, 2007
    Chicago, IL
    Thanks for the great info!

    You are correct, the Val status is "? 0:00" -- how do I go about explaining to a Comcast CSR that the CableCARD was not paired properly? Are there steps that they need to take? (most do not seem to know about data id, etc).

    The counter is incrementing, which is at least some good news.

    The conditional access screen is now only showing the top four lines...last night it showed all as described on the TiVo support site.
     
  18. lemieuxfan67

    lemieuxfan67 New Member

    19
    0
    Aug 29, 2007
    SAME problem I had.

    Card was auth. and was receiving a great signal from comcast. the tech that did my card install had done a tivo in the area before. his last tivo had the same problem as mine. the problem was with the billing codes and the way my account was setup. he knew who to contact and how they could fix it. it took over the weekend but eventually i was able to receive all my channels.

    As far as who to talk to....GOOD LUCK. As you can tell by reading this forum, 90% of the people that customers are able to get in touch with do not know how to fix any cable card issues besides reading "I will send a hit" and "I will send a tech" from a script. Unfortunately it takes talking to a knowledgeable tech to get anything to work. I was lucky and got one to come to my house on the second try.

    If it helps...this is what is on my account as recent activity. This got my channels to work.


    09-17-07 STANDARD CABLE SERVICE 09/17 TO 10/21 $ -**.**
    09-17-07 STANDARD CABLE SERVICE 09/17 TO 10/21 $ **.**
    09-17-07 CHANGE SVC CABLE $ 0.00
     
  19. jfh3

    jfh3 New Member

    4,469
    0
    Apr 15, 2004
    Denver area
    Look at the CableCARD installation FAQ - your card is not paired/validated properly. This must be fixed at the Comcast end.

    Comcast needs the card serial number AND the Tivo Host ID AND the Tivo data value. Without all three in their system, you will never get the card in the proper state.
     
  20. BPlexico

    BPlexico New Member

    7
    0
    Sep 17, 2007
    San Rafael, CA
    Thanks - I will follow up with them - apparently they could not figure where to enter the HOST ID into their system - it would only "take" the cablecard s/n and data values...

    And you are correct - viewing the diagnostic screens - the card is not paired.

    Barr
     

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