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Official Comcast CableCard Thread!

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

  1. HerronScott

    HerronScott Well-Known Member

    2,782
    27
    Jan 1, 2002
    Staunton, VA
    I'd at least issue a complaint to the local franchise authority if I was being charged $6.95 per cableCARD and found out that another Comcast franchise was only charging $2.00.

    Scott
     
  2. tmanuel

    tmanuel New Member

    3
    0
    Dec 31, 2008
    I spent some time online with a chat rep and they supposedly did all of the things that I have read on the forums that were needed to correct my no channels problem with a Motorola M-Card/TiVo HD. However, either the rep didn't actually do anything OR I have another problem. I am still getting the Auth: MP problem, but I will say this rep was very helpful and did what he could (I guess) to help. I have a truck rolling this afternoon so we will see if this horror story continues. Hopefully I will have my cable back before the end of 2009! If this doesn't get resolved soon, I will lose my girlfriend waaaay before that! :)
     
  3. drhankz

    drhankz New Member

    306
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    Jan 14, 2008
    Salem NH
    I did that last year when my TOTAL Bill went up 40%.

    The Response from the PUC was - Comcast tells us
    what they will charge and we accept it.
    . End of Story.

    There is no Competition for them to switch to.
     
  4. Unseen Llama

    Unseen Llama New Member

    91
    0
    Nov 29, 2005
    Fishers, IN
    Let's hear it for another botched CC install here in Fishers, IN. This is basically what I sent to Rick in the Comcast eCare link:

    Yesterday afternoon I had a tech come to the house to install the appropriate cable cards into my new Tivo HD. Even before the tech arrived, I insisted that he/she bring a multi-stream card (m-card) because of the headaches I've been reading about with the single-stream cards. This was even noted on the work order prior to coming to the house.

    The tech arrive and told me that he did not have an multi-stream cards so I allowed him to try the single stream ones. Without regards to the instructions I had printed from Tivo's site, the tech went straight into installing the cards and it was a nightmare to get either of the cards to work or even pair properly.

    Finally after checking a trap on the outside line, he was able to get one of the cards to work, but not the second. This is where I said "wish you would have brought a multi-stream card" to which he said he had one in the truck. Now I do not like being lied to. The entire time the tech was there, he had the multi-card that I requested BUT REFUSED TO INSTALL IT.

    After about 2 hours, the tech had both cards working correctly, or so it seemed. As soon as the tech left, the second card began to not work again essentially leaving me with one tuner in the Tivo.

    By this time it was 9pm so I decided to call Comcast's customer service after hours. I indicated up front that I had a Tivo HD with two single stream cable cards. I indicated that I was not receiving all the channels that I am paying for (the Digital Starter package) and that one of my cable cards was probably the cause of this. I knew that it was an issue with the cable cards but the customer rep kept trying to say that I needed to pay and additional $7 a month for the "extended" HD service. This is not noted anywhere on Comcast's site. I currently pay for the Digital Starter package which includes the basic cable and extended cable including HD.

    Suffice to say, after arguing with the customer rep for 20 mins and not having my problem even remotely solved or even listened to, I asked the rep to have her supervisor call me.

    I am currently paying for service that I am not receiving. From my perspective, Comcast is not able troubleshoot from a technical standpoint and is refusing to bring the appropriate hardware that I requested.

    I do not mind going to the local office to pick up the appropriate cable card(s).

    I do not mind calling into Customer Service to activate and pair these cable cards (if I even knew what that number was).

    But what I do mind is when I am lied to from a service tech and customer service phone representatives about what is available and what my actual charges should be.

    I understand that Comcast is a big company and that communication isn't always easy to push to every level.
     
  5. tmanuel

    tmanuel New Member

    3
    0
    Dec 31, 2008
    I'll be sure to share my experience with the install that I have this afternoon. I hope I ring in 2009 on a positive note, but based on horror stories like this I am not feeling too good about things.
     
  6. tmanuel

    tmanuel New Member

    3
    0
    Dec 31, 2008
    So, first I want to tell everyone here that has had Comcast issues to go to getsatisfaction.com and post their problems or complaint. I had a National Comcast rep help me and they in turn had a local Comcast rep contact me to help and make sure my problem was properly resolved.

    At 3pm today a Comcast tech arrived and within 30 mins he had replaced my CableCARD, PROPERLY had the card initialized and I had all my channels! I was hesitant to believe that the CARD itself was the problem, but this proved me that it either was a faulty card or having it replaced and completely reinitialized was the only way to solve this issue. Use getsatisfaction and hope you get a tech as good as Tolliver when he/she comes to your house!

    Happy New Year!
     
  7. hannja

    hannja New Member

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    0
    Dec 31, 2008
    So I got the Tivo HD on sunday as well as the card. I try to activate it over the phone but no luck. I get a grey screen where my channels are. I check under the conditional access and the card is activated but not authorized for any of the channels. Comcast techs come out Monday and Tuesday trying to get the card activated and paired. After 10-15 different cards, they still can't get my card activated and authenticated. I call up Tivo and they are telling me based on the information that I gave them that Comcast has not properly authenticated my card. Thinking maybe it might be the Tivo HD, I exchange my current Tivo HD with another one. No luck. I have been on the phone for many hours with comcast trying to get somebody who knows what they are doing.

    Anybody know of a supervisor in the San Jose area who knows what they are actually doing and can get my tivo hd and cable card to actually work.
     
  8. Unseen Llama

    Unseen Llama New Member

    91
    0
    Nov 29, 2005
    Fishers, IN
    Update to my above issues. Thought I'd share my experience so that it might help others. I have two single stream Motorola cards installed:

    After sending the letter to the eCare email address I received a call from corporate. My next scheduled date for a technician to come out was Monday 1/5. She was able to move that to Friday. I still wasn't satisfied with that so I decided to call customer service one more time. Luckly I did.

    This customer service rep was different...she actually LISTENED to what I was asking. Basically I told her that I needed to have the cable card 1 sent a new authorization hit. I went through my diagnostics for both cable cards and it indicated that the 1st card was connected, but was not EnabledByCP (cable provider) and also the Auth said "unknown".

    She had me remove and then reinsert the cable card while she sent some kind of auth hit to only card 1. This cured the Auth "unknown" issue. She then indicated that to get the EnabledByCP to switch to "yes", she would try to send an email to the back end technician. She asked for my phone number and because her shift was up in 20 mins, but would try to call me back. My heart sank...I finally get someone that actually helps me and then she is going to leave.

    I reluctantly hang up the phone, but much to my surprise she calls back within 5 mins stating that a tech is looking into the cards. Sure enough, I check the diagnostic on the card 1.

    Connected: yes
    EnabledByCP: yes
    Auth: Subscribed !!

    This lady is my new best friend. I tested out both tuners and recorders and they work beautifully. She even upgraded me to the digital classic for $2 more so now I can enjoy National Geographic and the wife can get her Game Show Network on.

    I am happy as can be...but I just knocked on wood for luck sake.
     
  9. Jan 1, 2009 #6009 of 9367
    engine12

    engine12 New Member

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    0
    Jan 17, 2008
    Just set up an appt. online for a tech to come out and install the mcard on Sunday 01-04-09 between 10:30 and 12:30. Also, had the CS person note on the ticket to bring out several cards with them. We'll see what happens.... Also, there is no charge for the card since it is our 1st card,and the charge for the tech to come out is $27.70
     
  10. Jan 1, 2009 #6010 of 9367
    b_scott

    b_scott TiVo Fan

    1,537
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    Nov 27, 2006
    chicago, il
    I've been having a lot of pixelization problems in Chicago w/my TivoHD and M-card. Has anyone else? I'm wondering if I have a bad card, or if there is a problem w/my Tivo.

    It could always be my cable but I have a booster on at the source and everything is 90%+
     
  11. Jan 1, 2009 #6011 of 9367
    Meklos

    Meklos New Member

    66
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    Nov 22, 2002
    Have you tried taking out the amplifier? Too strong of a signal can be just as bad as a weak one. There is a screen somewhere in the Tivo menus that will show you the signal level on your cable. I would remove the amplifier, check your signal level, then reinsert the amplifier and check again.
     
  12. Jan 1, 2009 #6012 of 9367
    b_scott

    b_scott TiVo Fan

    1,537
    0
    Nov 27, 2006
    chicago, il
    i'll try taking it out again - it used to be too low, but yes i've used the signal level in the Tivo which is why I know it's at around 90%. I'll let you know if/when I test that out. Thanks.
     
  13. Jan 2, 2009 #6013 of 9367
    pdhenry

    pdhenry Safety Pin

    17,234
    88
    Feb 27, 2005
    PA
    Turned in my cable box today at Comcast's business office and asked for an M-Card. The agent said only the install techs had CCs and I had to schedule a tech visit. She asked if a phone agent had told me that I could pick one up - apparently some phone agents are telling people that anyone can pick one up at the office.

    I figured that woulld be the story but decided it was worth a try.

    By the way - there was a sign on the door that they were all out of HD Cable boxes but were taking names on a waiting list..
     
  14. Jan 3, 2009 #6014 of 9367
    freeblee

    freeblee New Member

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    Jan 3, 2009
    Hannja, were you able to fix your problem. I'm in the same area with a Tivo HD as well. I'm desperate to get this working.

    Ben

     
  15. Jan 3, 2009 #6015 of 9367
    freeblee

    freeblee New Member

    2
    0
    Jan 3, 2009
    Actually, it seems I've won the Comcast customer service lottery.
    Tonight, a rep was sent a signal that he said would do a full factory initialization on the CableCard. He said what previous reps did probably didn't work because it was only an update command.


     
  16. Jan 3, 2009 #6016 of 9367
    markjreed

    markjreed New Member

    6
    0
    Feb 11, 2005
    I have a new TiVo HD. The Comcast tech just came out and inserted the cablecard, called and paired it, and it switched to the "Please wait - acquiring channel information" screen. After a half hour or so it beeped and showed an error screen "The DVR was unable to prepare channel information." I read that this could be due to signal strength issues, so I tightened all the coax connections, but it didn't help. Any suggestions? Is there any way it's on the other end? What else should I check?
     
  17. Jan 3, 2009 #6017 of 9367
    rkcarter

    rkcarter Rick- Vorlon wannabe

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    0
    Apr 8, 2002
    Ann Arbor,...
    Had you done guided setup before he got there? Just a wild guess, but it could mean it had no idea what channels were what.
     
  18. Jan 3, 2009 #6018 of 9367
    crazi4tv

    crazi4tv New Member

    119
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    Oct 31, 2008
    If the cablecard was unable to download a channel map, "Please Wait...Acquiring Channels" will display. This may be caused by a few different issues: the card was not activated properly, not paired correctly, or is not receiving a signal. The first thing you will want to check is the Diagnostics screen. you will want to look for Channel List Received:. If NO is displayed then the channel map did not download. Here is a link from the TiVo website for troubleshooting Cablecard & activation issues

    http://www.tivo.com/setupandsupport..._CableCARD_Activation_and_Channel_Issues.html
     
  19. Jan 3, 2009 #6019 of 9367
    laboramus

    laboramus New Member

    1
    0
    Mar 17, 2007
    San Jose, CA
    Just got my TivoHD, and picked up CableCard from Comcast, and of course it did not work. Gives 161-1 error. Neiher comcast people nor Tivo support had any idea about what 161-1 is, even though Tivo support page says "This hotline is answered by agents who are specially trained in troubleshooting CableCARD issues. If the information in this article does not solve your issue, please give them a call." Looks like the training did not include actually getting to know one of the most frequent - apparently - error codes. I redid the guided setup, I called Comcast, I called Tivo 3 times, nothing helped and nobody really sounded as they even knew what I was talking about at all.
    Finally I got the advice of getting a new card - which I will, but what if it would do the same? It looks really frustrating to have to go to Comcast each day for a new card and try them all out for a chance to get a working one. Comcast BTW told me they are giving me M-Card, but gave me S-Card. It didn't work anyway but I wonder if there's any way to know next time - looks like local reps don't know too much about it too.
    I was really excited to get TivoHD, but now I'm thinking maybe I have to go back to my Series2 and wait until Tivo and cable companies figure it out - it looks like you have to be really lucky to just get this thing to work.
     
  20. Jan 3, 2009 #6020 of 9367
    crazi4tv

    crazi4tv New Member

    119
    0
    Oct 31, 2008
    Error code 161-1 usually means there is something wrong with the cablecard. It could be because the card is defective or the TiVo unit doesn't recognize the card. Contrary to popular belief, most cablecards are not defective, the issue with getting them to work is using proper installation procedures, correct pairing & sending the right signal to the card in order to validate the subscribed channels for viewing.
    If you receive Motorola cards, the way to tell the difference is: Multi-Stream cards display M-CARD on a red background, Single-Stream cards have "Motorola" on a white & green background.
     

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