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Official Comcast CableCard Thread!

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

  1. KraziJoe

    KraziJoe What? Me Worry?

    69
    0
    Nov 30, 2007
    Maine
    Called to get a CC install from Comcast of Arlington/Alexandria Virginia and was informed, like a few here, that there are no CC's in our area and that they are waiting for Cards to arrive.
    I called BS and am awaiting a call from a Manager, that I don't expect to get.
     
  2. mrlogical

    mrlogical New Member

    10
    0
    Jan 2, 2008
    Well that's distressing, as I am in the Arlington VA area and am currently waiting for my noon-3pm appointment, but hopefully they will show up with cablecards that work on try #4. Otherwise I'll have to be on the phone asking for managers and stuff. Gah. Hopefully the person who told you that didn't know what s/he was talking about (which, given that this is comcast, is almost 100% certain, though the same can be said of the people who told me I'd be getting cablecards today).
     
  3. KraziJoe

    KraziJoe What? Me Worry?

    69
    0
    Nov 30, 2007
    Maine
    Keep the thread updated with your case because if they show up with Cards then I am going to be ripping into someone...

    Also, are you a new customer or existing?
     
  4. mrlogical

    mrlogical New Member

    10
    0
    Jan 2, 2008
    Existing customer. 4:30 and still no sign of them. Called Comcast and they said I'm still scheduled for today so someone is supposed to be here eventually. Getting ready to call and yell at them and stuff, gonna give it another half hour or so because I'd really rather not have to do that.
     
  5. jlb

    jlb Go Pats!

    8,283
    33
    Dec 13, 2001
    Newburyport, MA
    Ok......Phew.......Taking deep breath........

    I am working. But it took effort to get there.

    Had appointment for 11-1 today.

    At 12:55, I called Comcast and complained that the tech hadn't shown up yet. They apologized, credited my account $20 for my troubles (well, the troubles were to come), and said give it another 15 minutes and then call us back.

    I waited 15 minutes, called, was on hold for about 20 minutes before someone picked up. Finally got someone. They put in a ticket and said that the field supervisor would call me back within 30 minutes.

    45 minutes later I called, waited on hold for 15, and then got someone. They said to wait for the supervisor to call back. I said I waited already......

    YADA YADA YADA.

    I got a woman who said she would personally call me back in 30 minutes, even if the account shows the Field Super did call back.

    45 minutes later with no one calling, I called back again.

    I discussed the possibility of cancelling the appt as my wife and I wanted to do some errands up in York Maine. What I did, was to tell the woman to have all calls come to my cell. I figured it would be better to let them call me on my cell and THEN I would cancel.

    So we got in the car and my wife (who was a little pissed at this point since she wanted to get going) said, jokingly, if we drive by a Comcast truck do you want me to stop. I said yes.

    Well, we go up our street, turn, and lo and behold, there's the truck as he is getting ready to leave another job. We stop the car, I walk over, and confirm this was the guy for our job.

    My wife said that she would wait for about 20 minutes but then had to go. Deep inside, I knew that wouldn't be enough.

    Guy comes in, and, on one small bright side, has a glorious pink Motorola M card. At least I can tell my wife we will have no increased monthly fees. Anyways, we had all kinds of troubles getting the card to work. I was stressed as it was, and my wife and daughter left to do the errands.

    We got the card working. The guy left my house at about 4:15, after an original 11-1 appt.

    Anyways, it looks like I may be mapped to the digital SD, though not sure yet. I'll have to check later.

    Sooooooooooooooooooooo, a lot of pain and stress getting here, but the card is working. It's an M card. And the $20 credit "for my troubles" will cover the truck roll fee of $17.95 plus a bit of my next monthly.

    One weird item, that I have a question regarding.......I previously, in addition to my lifeline basic package, got CMT. This was the channel TiVo, I think, uses for star data, or the other non-guide data connections, or whatever it is called.

    With the CC in, I no longer receive that. When I reran guided setup, it asked about another channel, which I told it I did not get, it then asked if I get any premium channels, which I said no to. Then it continued and completed GS. Does it use another channel. If not, do I care?
     
  6. mrlogical

    mrlogical New Member

    10
    0
    Jan 2, 2008
    So, to briefly recap above in the thread, today was my 4th appointment for a cablecard (first 2 canceled that morning, 3rd the guy showed up 3 hours late and said the cards were broken and that future cards might be too). My appointment was set for 12p-3p. at 3:30 I called to see if they were still coming. Guy on the phone tells me they're probably just late, I should call back if they don't show up. Since I really do want them to come and they were three hours late last time, I gave them til 6 before calling again. I tell Denise about my appointment and says "Oh, we don't have any cablecards, I wish someone had told you." I replied that I would've appreciated that information 6 hours ago, and that I would like to speak to a supervisor. Denise gets Tony (a woman) on the line, who apologizes. I then explain the whole situation to her--2 missed appointments, 1 late with broken equipment, the story about other equipment being broken, the fact that I was told multiple times on the phone that I could pick up cablecards so I skipped a morning of work to pick one up, only to find that I'd been misinformed.

    Tony said that was unacceptable, offered me $15 for my troubles in going to get the cards on their bad information, $20 per appointment that Comcast messed up, and a credit of around $40 for my lack of HD/digital channels/HBO (since I'm now just using the Tivo sans cablecards rather than use their ****** dvr). She then scheduled an appointment for me for next Saturday morning 9-12, and instructed Denise to call me on Thursday night to confirm that they would have cablecards for me.

    Instead of getting the $130 or so I'll be getting out of this, I would much rather just have gotten my cablecards, but I'm not sure what else I could really ask for (aside from competently trained and knowledgeable customer service report at some point on one of my previous 20 or so calls, of course).

    Oh, and I almost forgot--when I told Tony the story of the technician explaining to me that many of the cablecards are broken, but that they are simply returned to the pile without being labeled as such, she told me that that was in fact true--which I had actually doubted, I figured the tech was just making excuses for himself, because that is so stupid that it's hard to believe--but it is Comcast, after all. But anyway, Tony said that was true, but that Comcast had stopped that from happening now and that it will not be a problem in the future.
     
  7. Gregor

    Gregor save the princess save the world

    47,501
    135
    Feb 18, 2002
    With cable cards, you get exactly what you're paying for. Sometimes there are channels in the clear that you can get without cards, but they usually disappear when the cards are used.
     
  8. jlb

    jlb Go Pats!

    8,283
    33
    Dec 13, 2001
    Newburyport, MA
    I'm not upset or anything, I just was wondering if it was CMT TiVo was using for the data downloads, will it have something else. Again, no biggie at all. I am just very happy to have a working M card.
     
  9. drcos

    drcos HD where available

    256
    1
    Jul 20, 2001
    Venice FL
    Actually, yes. This is quicker than re-starting your unit, and will tell you that the card is properly provisioned on the cable system. The card should come back on within 15-30 seconds after you re-insert it.
     
  10. ronr2006

    ronr2006 New Member

    67
    0
    Nov 9, 2006
    Richmond CA...
    Why can't I just use my current S3 dual CC setup and get a Comcast Digital box working off of a splitter and then be able to get On Demand?

    I talked to Comcast CS and she said it wasn't an option. Why not... ?

    RonR
     
  11. Gregor

    Gregor save the princess save the world

    47,501
    135
    Feb 18, 2002
    If you pull the cards and re-insert them while the Tivo is powered up, it will change the 'data' value on the cards, which might screw up the provisioning that was done. Much safer to restart the Tivo.
     
  12. c3

    c3 TiVoholic

    3,067
    0
    Sep 8, 2000
    Silicon...
    You can, but you have to pay for the Comcast box as an additional digital outlet.
     
  13. raveheart

    raveheart New Member

    2
    0
    Jan 13, 2008
    It has taken me a couple months to sit down and write about my excrutiating experience with Comcast....hopefully this will help someone else out there.

    I live in Baltimore. Back in October I called Comcast for a Cablecard for my TivoHD box. The rep informed me I could pick it up at the local office. I drive out there Saturday, and am told they have to be installed. For my wasted time, they waive the installation fee. When the installer comes out the next week, he is there 2 hours trying to get the card to work. It's obvious he has not worked with a Tivo before because he was looking for the power button. The first card doesn't download the channel map at all. After 2 hours, I get Tivo on the line, who asks the guy to try another card. Which he does reluctantly. (I was hesitant at first because the first card was multistream card, and I didn't think the second one was going to be. Thankfully it is).
    The 2nd card works somewhat - except I don't get about 15 HD channels (ESPN, CSN, HBO, etc). They send another guy out and both leave after telling me I need a "firmware" upgrade, which I will receive within 24 hours.

    After 24 hours it still doesn't work, so I call. A rep tells me the card was listed under an employee account, she has set it up correctly and to give it 24 hours to work through the system.

    Guess what - doesn't work after 24 hours.

    Call back - they send 2 more techs to the house - these guys actually work for Comcast instead of being subcontracted like the first guys. They seem to know Tivo and have better equipment, and say that the problem is related to Tivo, and that their boss has been talking with a guy at Tivo about this problem. I get Tivo on the line - they decide to send me a new box in case that is the issue.

    I get new box delivered, put Cablecard in. Guess what. Still don't get about 15 or so HD channels.

    Tivo says the Val=? and Auth<>S on the Cablecard configuration screen indicate the card is not paired correctly. I call all 3 tech supervisors listed on the paperwork that was left with me. None of them call back.

    Talk to a rep who says either he or his supervisor will return my call that day. Nobody does. Talk to another rep who sends out another tech. I ask the rep to please tell the tech to bring a new card. The tech shows up and says "So what's the problem?" (Glad to see the rep communicated the issue to the tech) When I explain to him what's going on, he tells me I'm not supposed to have a Cablecard, that Comcast isn't using them anymore!! I tell him that the FCC would beg to differ. He sits in my house for 2 hours talking to his "guy at the shop". He reads him the same sets of IDs (Cablecard ID, Host ID, Data) that previous people(including me) have read constantly. He leaves saying the firmware upgrade will be sent out overnight. Refuses to try another card.

    Firmware never changes overnight.

    I call and speak to a rep who apologizes profusely, and tells me she wishes her boss were there, because he knows all there is to know about cablecards. Takes my info and says she will have him call me over the weekend. I receive no call over the weekend.

    I give them one last chance on a Monday and tell them if the don't have it working that day, I am switching to Verizon. I am told the tech supervisor will call back in an hour. 2 hours later I call back, and the guy gets on the line and says he was about to call me. I explain the whole situation to him. He gives me his direct line and tells me to call him that night when I get home.
    I do, but I have to leave a message. And of course I have no confidence in him calling back, so I call him back an hour later. He has me read the Cabelcard ID, Host ID and Data numbers to him. These are the same set of numbers that have been read and re-read about twenty times by me and Comcast employees. He says "Oh I see the problem, the last 3 digits you just said are in the billing system wrong." After 5 minutes he has all my HD channels working and the Cablecard correctly says Val=V.

    I ask him if this is how you become a supervisor at Comcast - you are capable of doing your job. I explain to him the hours of wasted time. I get a free month of cable and 6 months of HBO and Showtime free. I would much rather have the wasted time back.

    Anyway, during this ordeal, mutiple people from Comcast either said or demonstrated to me that they are not trained with Cablecards. A couple of them pushed their box. To which my reply was "Can your box allow me to transfer shows to my PC and then convert it to my IPod?" They shut up quickly with that. Comcast has no incentive for making these things work. For those of you out there who get lucky and get it working right away - congrats. If any of you are as unlucky as me - be persistent - you will eventually talk to someone who isn't an idiot.

    Good luck!
     
  14. Roderigo

    Roderigo New Member

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    Mar 11, 2002
    Brookdale, CA
    This isn't true... The data value only changes if you move the cards around. If you just pop the card out and reinsert it into the same slot (without in the meanwhile inserting a different card in that slot), the data doesn't change. If you think about it from the card's perspective, rebooting the tivo and reinserting the cards are the same thing. The card has power, the card loses power, and the card regains power.
     
  15. wackymann

    wackymann Member

    385
    0
    Sep 22, 2006
    Boston Area
    It's unbelievable how often the final issue on these nightmare installs comes down to people typing in the wrong numbers. I think the moral of the story is to have the people in the Comcast office read back the numbers over the phone to double-check that they are all correct.
     
  16. lateknight

    lateknight New Member

    32
    0
    Mar 4, 2007
    It seems to me that it would probably cost Comcast a helluva lot less to just have us, the users, pick up the cards and install them ourselves...seems like all if would take would be an hour or two of reading this thread to figure out how to do it right.
     
  17. Gregor

    Gregor save the princess save the world

    47,501
    135
    Feb 18, 2002
    I understand the logic, but that's not what happened on an install that I had.
     
  18. Gregor

    Gregor save the princess save the world

    47,501
    135
    Feb 18, 2002
    Reading back long numeric strings over a phone is just asking for trouble. Think about how many times you've read a credit card # over the phone, and had to do it a couple times. It would have been a terrific idea to stick a check digit at the end, so they couldn't enter a number that wasn't correct.

    I agree, it would have made sense for Cable Labs to have some sort of web interface that customers could use. I guess it's like the HD installs. When HD first came out, customers couldn't do a self-install, now it's no big deal. It sucks that Comcast thinks that the only people capable of reading numbers off a screen are Comcast techs. Remember, too, that Tivo still isn't very common, I had techs on my install last fall that still hadn't seen a Tivo after it had been out a year.
     
  19. jlb

    jlb Go Pats!

    8,283
    33
    Dec 13, 2001
    Newburyport, MA
    And on top of that, set-up an automated phone line or website to enter the values ourselves.
     
  20. Pictor Guy

    Pictor Guy New Member

    177
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    Apr 6, 2003
    Seattle WA
    They still can't setup a website that has current channel lineup offerings. I think you need to set your expectations a little lower. ;)
     

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