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Official Comcast CableCard Thread!

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

  1. Dec 2, 2007 #4361 of 9367
    ji0005

    ji0005 New Member

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    Sep 28, 2007
    Chicago, IL
    As someone who was able to pick up cards, I get what you are saying.. But to be honest, once they were unable to pair my cards they wanted to blame me or the equpiment rather than admit they didnt know what they were doing. At least when you have a truck roll there is nobody to blame. Doesnt mean it will work the first roll.. believe me... I know.
     
  2. Dec 2, 2007 #4362 of 9367
    dswallow

    dswallow Save the ModeratŠ¾r TCF Club

    50,975
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    Dec 3, 2000
    Long...
    They've messed it up, big-time. Have fun straightening it out. I've still gotta write a letter from all the misconfigured account charges from my second Series3 install (not to mention the 3 missed appointments I was promised credit for). Everything was perfect the first time around, mostly because it was someone from corporate who'd fixed it the first time around. I'm not even going to bother trying to call and explain it over the phone. I just don't want to have to repeat myself to every CSR as I get escalated through their call centers.
     
  3. Dec 2, 2007 #4363 of 9367
    pl1

    pl1 Active Member

    1,256
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    Jan 17, 2007
    MA
    :up:
     
  4. Dec 2, 2007 #4364 of 9367
    ajayabb

    ajayabb Member

    429
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    Jan 11, 2007
    Moorestown NJ
    Just lost signal to CC 2 on my THD. Working great till this AM. Went thru guided setup and reboot without improvement. What can I do to avoid another painful truck roll
     
  5. Dec 2, 2007 #4365 of 9367
    jk5598224

    jk5598224 New Member

    312
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    Jan 28, 2003
    Bay Area, CA
    I am getting ready to place my orders for Cablecards. I have my new Tivo HD will replace the POS STB 6412. I know if need a cable card type M for this.

    On my second TV I have a Sony SVR3000 along with the Comcast STD for standard def. Since this is a Panasonic TV with multiple inputs, will it be a problem either for Comcast/Tivo/Panasonic to have on 1 input the CableCard and second input the Tivo and STD from Comcast.

    The purpose of this is to watch HD channels live. I have no plans to replace the Sony SVR3000 with a Tivo HD version.
     
  6. Dec 2, 2007 #4366 of 9367
    BOMOON

    BOMOON Negative Futurist

    87
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    Dec 11, 2004
    Southern NH
    Here in southern NH I will be getting my Comcast cards Wednesday, no charge for the first card, 2nd is $3.75

    I tried the "two cards, one machine" routine, but it didn't work.

    Looking at the other postings in this thread, I see that it seems to be area-specific.

    Unfortunately I don't know anyone around here who's using a standalone TiVo with Comcast so I can't compare notes.

    Big Al Mintaka
     
  7. Dec 2, 2007 #4367 of 9367
    pl1

    pl1 Active Member

    1,256
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    Jan 17, 2007
    MA
    If you have a TiVo HD, you only need one M-Card, thus no charge. If they do bring you two S-Cards or if you have an Series 3 which requires two cableCARDs, you will likely (read as should) be charged only $2.75 for (1) A/O (Additional Outlet.) I live south of you, in Boston, and my Father lives north of you near Keene. We both have Series 3's and we are both charged $2.75 per A/O after the first cableCARD.
     
  8. Dec 3, 2007 #4368 of 9367
    capnrobalo

    capnrobalo New Member

    5
    0
    Dec 18, 2006
    Atlanta, GA
    Hi,
    I'm new to the forum - sorry in advance if I replied to the wrong post... Anyway, I am in Atlanta and have Comcast. I just got a new TivoHD and I requested Comcast to come out and bring me a multistream (m-card). The Comcast rep I spoke to made note of the m-card request on my work order. So a Comcast tech came out and of course brought a single s-card instead of the m-card I requested. So, I let them do the install anyway and the tech told me to call back to have them come back out to bring the correct card that I requested. So, I call and speak to a Comcast customer-no-service representative who tells me they only have 1 type of card, i.e., no m-card. I believe she is lying to me so that I will have to pay more for the extra s-card to get dual tuner functionality. She also inquired whether or not the cablecard was going into a Tivo or not. I don't know why Comcast needs to know what the card is going into.

    Anyway, are there any folks on here in the Atlanta market with Comcast m-cards? And, for the second trip out, any tips on how to make sure the Comcast tech brings an m-card? The tech I spoke to before told me he just brought what the warehouse gave him. I was thinking of requesting like 6 m-cards and then when the tech arrives, hopefully he will have at least 1 m-card and then I'll tell him I just need the one card. Thanks for any insight.
     
  9. Dec 3, 2007 #4369 of 9367
    pl1

    pl1 Active Member

    1,256
    0
    Jan 17, 2007
    MA
    It's all pretty much what they have available I would assume. I was told that there were no more S-Cards around where I live Comcast/NE. That may or may not be true. I guess the safest bet would be to always ask for two cards and if they bring one M-Card, you can easily get the bill adjusted since you will have proof only one card was installed. As you are probably aware, it's unlikely most of the installers and/or CSR's know the difference. So, just say "I want two cableCARDs for my TiVo."

    EDIT: OBTW, I have a Series 3 which could have easily used S-Cards and I was given two M-Cards, which in the Series 3 act like S-Cards.
     
  10. Dec 3, 2007 #4370 of 9367
    mike3775

    mike3775 New Member

    2,320
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    Jan 3, 2003
    Indiana
    Comcast in NW Indiana told me they would install a M-Card and they bought out two S-Cards because they do not have M-Cards yet.

    All worked fine until Sat when Card 1 went kaput and will not receive any channel over 276 on my line up, so now I am waiting for a Comcast rep to come out and repair the card
     
  11. Dec 3, 2007 #4371 of 9367
    BobB

    BobB Devout Tivonian

    707
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    Aug 26, 2002
    Brookline, MA
    I'm also in Boston, and am scheduled to get cards for my new HD box delivered tomorrow. I asked for one M-card, but they said they don't have M-cards, that I would need to get two singles, with a $2.75 monthly charge for the second.

    Is it true that Comcast in Boston don't have M-cards, or did I just get an ignorant sales rep?
     
  12. Dec 3, 2007 #4372 of 9367
    pl1

    pl1 Active Member

    1,256
    0
    Jan 17, 2007
    MA
    I can't speak for all of the Comcast/NE or even the Boston area as it may be specific to your local office's inventory. When I had mine installed, I was told there were no more S-cards. I'm in the Lowell area.
     
  13. Dec 3, 2007 #4373 of 9367
    MicMacPaddyWhac

    MicMacPaddyWhac New Member

    2
    0
    Nov 27, 2007
    Had a visit from my friendly neighborhood Comcast subcontractor in the Boston commuter suburbs today to get my Tivo HD up and running. Said he'd done a few other Tivo boxes recently, but it didn't show. They sent him out with a handful of M-cards -- one of which had "F*CKED!" written on it in marker pen. I persuaded him not to try that one first. :rolleyes:

    Anyway, advanced services kept him on hold for about 40 minutes, but once they did their thing everything worked fine. With some effort, I convinced the tech that he really didn't need to install the second card and he had a CSR take the extra outlet charge off the account. Whether it stays off is another question, of course.

    Not too painful.
     
  14. Dec 3, 2007 #4374 of 9367
    capnrobalo

    capnrobalo New Member

    5
    0
    Dec 18, 2006
    Atlanta, GA
    You have the same question as me except for a different area: Does Comcast in Atlanta really not have M-cards? Or does it depend on who you speak to?
     
  15. Dec 4, 2007 #4375 of 9367
    JKM808

    JKM808 New Member

    1
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    Nov 30, 2007
    This is great news as I'll be going to the N. Seattle office to do the same route (hopefully). Couple of questions: I currently have extended basic cable which I watch on my non-HD TV. I'll be getting my HD TV tomorrow and Tivo HD next week.

    Do I need to order the Comcast HD service before I pick up my cable cards? Do I need to order one of the Digital Packages to get HD channels?


     
  16. Dec 4, 2007 #4376 of 9367
    dcorder

    dcorder New Member

    3
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    Dec 4, 2007
    I'm curious about this as well, as I too will be going to the North Seattle office shortly...picked up a TiVo HD at the Shoreline Costco tonight (my first TiVo, after spending countless hours over the last few years tinkering with MythTV). Watching some Good Eats on it at the moment :)

    Does one just walk into the customer service center and ask for a MultiStream cable card (and drop off their no-longer-needed Comcast STBs?) I lost all my HD channels when they screwed up my packages when I moved a couple months ago anyway, so I'm going to re-add those anyway.
     
  17. Dec 4, 2007 #4377 of 9367
    Qwertinsky

    Qwertinsky New Member

    80
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    Oct 24, 2006
    You should receive all the clear QAM channels without adding any extra services to your account.

    In fact you will receive the Seattle locals and all their sub channels in HD without a cable card.

    You will have to have a cablecard to receive eveything else since the HD-Tivo does not have an analog tuner.

    Simply drop by the office and pick them up.
     
  18. Dec 4, 2007 #4378 of 9367
    dswallow

    dswallow Save the ModeratŠ¾r TCF Club

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    Dec 3, 2000
    Long...
    The Series 3 and TiVo HD units both have analog tuners.
     
  19. Dec 4, 2007 #4379 of 9367
    abeln2672

    abeln2672 Member

    33
    0
    Nov 24, 2007
    Can anyone here help me with my CC predicament? Here's the scoop:
    --Got my Tivo HD on Friday...hooked it up Saturday and did guided set-up sans CC's (appt scheduled for Monday night). Did guided set-up and also did a manual connect to Tivo service. It DL'ed version 9.2 that night.

    --Comcast came out last night with an M-card that my box immediately recognized. He called it in and we waited around while the screen showed "Acquiring Channel Information." This screen was up for a long time. When it finally went away, I was getting only a gray screen on all channels above 25. He said I was only getting Basic 1 level of service, although I should be getting Digital Preferred. He called again and dispatch said they'd send another hit to the card, but that it woudl take a while. He told me that everything was linked correctly and in their system, so I should just wait a couple hours and that the "hit" would take care of the problem. I was skeptical, but it was 7:00, so he left.

    --Woke up this morning and same story (I didn't expect anything else!). All I get is a gray screen. I called Comcast hoping to speak to someone knowledgeable about these things, but all I got was a guy who wanted to send out another tech--Thursday night. I asked if we could go through the initialization again, and he said no--only techs can do that. I did read the serial number back to him and he at least checked that and said it was inputted correctly. Didn't bother to check anything else--I told him I could give him lots of other information about the card's status: host ID, unit ID, Auth, etc...wanted none of it.

    --Called Tivo and asked for Cablecard help, and they did take me through quite a few steps, but basically told me that the problem was on Comcast's end and that the card needed to be re-paired. It looks like it's communicating with the mothership (she said my Auth code of "MP" was a good thing, as was the fact that my OOB count was going up each time I re-entered that menu).

    Anyone have any tips, hints, or advice for me? Is there something I can check on these CableCard Menus to pinpoint exactly what the problem is, so that I can either tell that information to Tivo or Comcast? Do I have a bad card? Did Comcast mess up the initialization? How can I get them to do it again without waiting two days for a tech roll-out?

    Thanks for any and all help!!!

    UPDATE: LONG--SKIP TO THE BOTTOM FOR ADVICE. Luckily, the tech I had out last night gave me his direct phone number so I could call this morning to let him know whether or not it was working. I called him at about 10 and let him know that it wasn't working and that Comcast CSR's were idiots and not at all helpful. He never called back, but to my surprise just showed up at my house around 11:30. He had brought another M-Card with him in case that was the problem. He fiddled around with a bunch of stuff, but basically we never got far. He admitted he had very little experience with these things, but was going to stick around until it was figured out. He called dispatch a couple times and verified that the card data was entered correctly on their end and also asked for more "hits" to be sent out. We played with a bunch of stuff together, with me googling stuff and looking through these forums for help for both of us. The Cable Card menus are seriously baffling--even he didn't know what most of them meant.

    Anyway, after about and hour and a half and phone calls to numerous dispatachers AND his supervisor, he got on the line with a dispatcher who knew a bit more than the others and who was willing to work really hard with him. Basically, she told him that the M-cards had JUST started being used and that the other dispatchers probably had no clue what they even were. They checked a bunch of stuff on their end and my end and still couldn't figure stuff out. Finally, she asked if they could just re-check the pairing data to make sure it was right...my tech was reluctant, as he had read it back multiple times to the other dispatchers already, only to have them tell him it was all entered correctly on their end. Anyway, they went ahead and triple-checked the data entered on their end and found that INDEED, the original dispatcher last night had entered it incorrectly, SWAPPING the DATA field with the CARD ID. The other dispatchers he had talked to this morning were so clueless that they didn't even notice--they just saw that the numbers he was reading back were correct, not even noting that they were in the wrong data fields!!!

    Anyway, now that the error was uncovered, it was time to fix it. Unfortunately, the dispatcher on the phone did not know how to overwrite this error, so she called her supervisor and got him in on a three-way call. This guy was SUPER knowledgeable--my tech later told me he is the "cable guru." I listened in on a lot of their conversation, and this guy knew absolutely EVERYTHING about CC's and Tivo. He knew every menu by heart and led my tech through exactly what to do, asking from time to time whether things had changed on our end after he did things on his end. FINALLY, someone who actually knew what the heck was going on! He knew what every data field meant, and knew right away that the card had never been properly paired with my account. He was finally able to swap the incorrect data fields on their end and then send a correct "hit" which actually made it to the card. He then had us restart the box, and VOILA, after seeing the "acquiring channel info" screen for about a minute, Tivo HD was now ALIVE!!! We tested a bunch of channels on both tuners and everything was in order. I thanked my tech profusely--I seriously don't think many of them would've lasted so long (about 3 hours total)--and told him to thank the "guru" on the other end.

    Advice: --If things don't work right away, make sure the the tech checks and double checks that things were entered correctly on their end. Don't worry about being annoying--most dispatchers and CSR's are incompetent, I've found. If they say no, keep calling or doing online chats until you get someone who's willing to check everything--Card ID, Host ID, and Data field.

    --Also, if a tech tries to leave your house saying, "Just give it an hour (or insert time here) and it'll work," DON'T BUY THAT and DON'T let him leave w/o giving you his direct # to call with updates. W/o getting that last night, I would've been screwed today, sitting here waiting for Comcast to roll another tech on Thursday--one who likely would've been clueless and far less willing to help than the guy I already had out.

    --Finally, when things get really hairy (a couple hours in), INSIST on talking to (or having the tech talk to) THE MOST KNOWLEDGEABLE people available--whether they be dispatchers, supervisors, or executives. We went through so many incompetents before finally getting to someone who knew what they were doing and fixed the whole problem in literally 5 minutes.
     
  20. Dec 4, 2007 #4380 of 9367
    HottubJack

    HottubJack New Member

    4
    0
    Dec 3, 2007
    Newbie here.

    My TiVo HD should arrive today and Comcast is coming to install 2 cable cards on Friday. I couldn't get them to understand the difference between using one M-card and two S-cards. CSR told me to sort it out with the installer. I'm going by the office today to see if I can talk them into giving me an M-card and cancelling the installation visit. Wish me luck.

    My question here is that they insist on charging me $12.45 for the first card and $13.45 for the second card as if they were additional HD outlets. This is in addition to the normal charge of $2 for the second card. I couldn't convince the West Palm Beach office (up to the manager level) that this is not right. I said this is not done elsewhere to my knowledge and they replied "local policy".



    Anyone have experience with this issue?
     

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