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Official Comcast CableCard Thread!

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

  1. slowbiscuit

    slowbiscuit FUBAR

    3,506
    19
    Sep 19, 2006
    In the ATL
    Yep, I love how they always want to swap out the card when almost 100% of the time it's not the card, it's their stupid internal auth/init problems with the card.
     
  2. mburnno

    mburnno New Member

    133
    0
    Oct 1, 2003
    I have given up long ago on the whole Cable card thing. I have personally experience at least half of what has been written in these forums. I remember reading the carbon copy the tech has you sign that you get to keep and there was a note on the account that stated that I threw one of the Techs out of my house. Which is true after the tech decided he want to lay on my floor and almost break the flip cover on the front of the tivo which covers the cable card slot and then decides to blame the TIVO for being at fought.
     
  3. real_goose

    real_goose New Member

    26
    0
    Oct 24, 2009
    Tampa FL
    I had good luck getting cable cards installed just over a month ago. My installer came out of Sterling Heights. He came with at least 4 S cards and the first 2 worked. He used a hand held device to read the bar codes on the card and then keyed in the info that popped up on the TiVo. After the first one worked, he did it again with the second. No phone calls were needed. It seemed to go smoothly probably because it was all automated. I still get all the channels I should and it is great to get the TiVo program info that is only possible with cable cards.
     
  4. gprellwitz

    gprellwitz Chicago Flier

    4
    0
    Jan 20, 2007
    Romeoville, IL
    Hmmm.... I just installed my Sony Bravia, and order a Tivo HD to replace my old dual tuner S2 in the Chicago area. I'm certainly interested in anything you find.
     
  5. crosssfire

    crosssfire New Member

    8
    0
    Dec 27, 2009
    Help Comcast is driving me crazy. I live in Silver Spring, MD and I have Comcast Montgomery County. I had previous experience with Tivo when I had Directv, so I know how great Tivo can be. I moved and now I have Comcast. I had the Comcast DVR and it was the worst. Which is why I bought this TivoHD from Bestbuy. Trying to Install this has been the worst tech nightmare ever.

    I didn't know anything about Cablecards when I bought my Tivo and I thought I could take it home and get it up and running on my own. I followed the installation instruction that are recommended before the Comcast Tech arrives. In my area they will not let you pick up Cablecard and do a self install. Why? I don't know. I have tried. So, my fist night all was well. I was watching a few of my local analog channels, Netflix movies, Youtube and other internet content.

    First Visit: The Comcast Techs arrive late. They do the install per the instructions. They (yes they) finally get to what appears to be the end of the set up, which was a blue screen with a big spinning disc that says Please Wait...Aquiring Channel Information. The problem was that it never leaves this screen. The Techs tell me that it takes a while to download. So they leave, and I go to work. 10 hours later I return to find the Tivo giving me the same message. Keep in mind that I am hooked up to high speed internet and nothing takes that long to download. So now, I left with a Tivo that will not allow me to watch any live Tivo. Zip, Zero Nada. I found out that if I take the Cablecard out, I am back to where I was the first night. I can watch my analog channels and Internet content.

    So let's not go into the details of every appointment. Let's fastfoward 3 weeks later. After 3 more visits from Comcast Techs, 3 More muti-stream cards, sereval calls to Tivo Tech support, 2 different TivoHD boxes (yes one Comcast Tech conviced me the Tivo box maybe broken, so I exchanged it), and several calls to Comcast Tivo Hot line, I still have the same blue spinning disc with the same problems.

    Comcast say the Card is Pair. Tivo Tech support says it's not. On my Conditional Access screen reads as follows:

    Encryption: DES
    Con:Yes EBCP:Yes Val:? 0X00

    The rest of the screen is black. I do not have an another paragraph below Con: The Tivo Techs keep telling me that is is a Comcast problem. Also on my Network Setup Screen my VCTID is 0 and the VCT Rcvd is 0. The Tivo Techs keep telling me that this indicates that my cared is not paired properly even though Comcast is telling me that it is paired.

    Remember, this is the 4th M-Stream card and the 2nd TivoHD box. No one knows what to do. I have read a lot about problems with the cards but I have not found a problem like mine. most people are just missing a few channels I don't have that problem.

    After doing a little research here are some of the things that I have tried:

    a)I have requested that Comcast bring 2 Single-Stream cards, but they never listen to me and always bring Multi-Stream cards.

    b)I asked Comcast to check my plan and increase to a package that allows you to see all channels. Then hit the card again. That didn't work.

    c) I removed the RF splitters and ran the cable straight to the Tivo. That didn't work.

    d) I asked Comcast to check the hierachy of equipment they have listed for me. They found the old Comcast DVR still listed and removed it. Then moved my Tivo to the primary outlet position. That didn't work.


    I don't know what to do next. Should I get Tivo box #3 and try again? What should I do?
     
  6. Grumock

    Grumock New Member

    412
    0
    Dec 16, 2008
    Nowhere...
    Val:?
    This normally means they have the wrong Data number on the account more then likely. So in this case Tivo is right.
     
  7. sweendog_99

    sweendog_99 New Member

    9
    0
    Dec 4, 2003
    I bought my Tivo HD before Thanksgiving and since my area doesn't allow self installs, I had to schedule an appointment with Comcast. I had read these boards so I made sure they noted in the system that they should bring two single-stream or one multi-stream card as well as bring extras. The day of the appointment, the tech showed up with zero cards. He claimed they were out of stock. Obviously, he didn't look at the sheet until he got all the way to my house. I had to reschedule.:mad:

    The second time they came out, the tech brought two cards but he had no idea whether they were single-stream or multi. The first one he pulled out didn't indicate the type on the card or with an S in the serial number. We started to go through the instructions when he let me take a look at the second card which was labled multi-stream. I told him that was the one we should use.

    The tech obviously didn't realize the difference bwtween the multi-stream and single-stream cards but at least he let me sort of take the lead and followed the simple instructions Tivo provided. The person who he called at Comcast was pretty knowledgeable and I was up and running within 5 - 10 minutes after getting a person on the phone.

    The Tivo itself has been working great for over a month now and I haven't had any issues with the card that was installed.:up:

    My suggestions for trying to make this process as easy as possible on yourself:

    1. Make sure you ask Comcast to bring multiple cards and try to request multi-stream
    2. Assume the tech probably hasn't installed a card in a Tivo before. Read the Tivo instructions before the tech comes so you know what they are supposed to be doing and can intervene if necessary.
    3. Make sure the tech reads the correct numbers when they call it in.
     
  8. crosssfire

    crosssfire New Member

    8
    0
    Dec 27, 2009
    Yes, you are correct. The problem is Comcast is not interested in this info. I have done conference calls with Comcast Tech and Tivo Tech and they both just refer to data that is important to their own company. Comcast shows the cards paired and don't care about the other screens. Both companies keep pointing the finger at each other.

    I just returned from Bestbuy with my 3rd TivoHD box and will try another install.:(
     
  9. drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    YOU NEED to get a TECH SUPERVISOR -

    How to get to e-mail Rick Germano, VP of Customer Operations.

    http://www.comcast.com/Corporate/Customers/contactus/ContactUs.html
    AND
    http://www.comcast.com/Corporate/Cu...092007GOOGLE4&s_kwcid=comcast help|849143647

    AND
    http://www.comcastsupport.com/forms/com/rgcontact.asp

    COMCAST CABLECARD SUPPORT CENTER
    1.866.761.0211

    http://consumerist.com/352258/26-secret-comcast-supervisor-phone-numbers

    Here are 26 unpublished direct numbers for level 2.5 and above Comcast
    supervisors. We've published many a horror story about Comcast's incompetent
    front-line staff. But according to our inside source, these people know how
    to fix your problems. We've got numbers for high level people on the
    national level, as well as numbers which are good for central Pennsylvania
    customers. Let the escalations begin!
     
  10. slowbiscuit

    slowbiscuit FUBAR

    3,506
    19
    Sep 19, 2006
    In the ATL
    There is no Comcast cablecard support center anymore, the number just rings busy now.

    Believe me, I tried it when they implemented copy protection on some of the movie channels when I lost them a few months ago. I had to escalate to my regional VP to get someone that could put the correct data ID for my Tivo in their system.

    I agree that if the frontline people can't help (usual case) then you have to bring out the big guns, because they just don't care about CCs.
     
  11. drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    I don't guarantee 100% of the info is CURRENT - but you did the
    right thing and ESCALATED it to get them to FIX THEIR PROBLEM

    That is what Crossfire needs to do.
     
  12. crosssfire

    crosssfire New Member

    8
    0
    Dec 27, 2009
    Thanks! You guys are great. I must tell you however, that this has been escalated a few days ago. Tivo Tech finally asked me if any of the Comcast Techs ever called the Tivo Hotline. I said "No, I didn't know there was one." The Tivo Tech did a conference call with Comcast Tivo hotline. They then turned me over to Comcast Nation line out of NJ. I did a Conference call with them while the Comcast Tech was standing in my Living room today. No one could figure out the problem.

    I am almost finished installing TivoHD Box #3. As I learned, TivoHD comes with old software version 9. I trying to updated the softeware to version # 11. The TivoHD is restarting right now. I will then call Comcast back to have them rehit this card, because when I insert the card the Host ID will be different and the card will no longer be paired with my Tivo.

    One thing that I did notice that was different during this install came when the Tivo asked me what was on Channel 31. During the last 2 install attempts with the other boxes I did not have a picture on my tv. I had to go into the other room and turn on the tv to see what was on channel 31. This time I could see TNT was on Channel 31. So I am very hopeful about this install attempt.
     
  13. crosssfire

    crosssfire New Member

    8
    0
    Dec 27, 2009
    I just finished installing the 3rd TivoHD box and I am having the exact same problem. I just can not get any live tv when the cablecard is plugged in. In fact the Conditional Access Screen reads the same as in my previous post. No one can figure this out. Aarron, from Comcast Nation said he is going to ask questions to some one at the DAC or something like that. I was told that they will work on things in the morning and that I don't need to be home. They think it is something on their end. Comcast it has been 3 weeks that I have been with out service. :mad: Each day that I have to deal with this it is a full 8 hours. between waiting for the Techs and actually trying to get this equipment to work. Some tell me is this worth it. :thumbsdown:
     
  14. drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    THERE IS NO QUESTION it is on their end.

    Quick question - was your MSO always Comcast or did Comcast
    Acquire your previous Cable Co?
     
  15. crosssfire

    crosssfire New Member

    8
    0
    Dec 27, 2009
    I'm not sure. I have only lived here for about 9yrs and it has been comcast in this area as long as I have been here.

    I just find this whole thing strange that I don't even enough that my Tivo is missing a lot of infomation on the Condition Access screen. Right now Comcast has no clue on what to do. So, I have removed the cable card so that I can what movies via Netflix. At least something works.
     
  16. drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    After that long there should be NO Integration problems even
    if they had acquired someone. Comcast has had problems with
    some acquisitions because they where using some other Technology
    that was different than what Comcast uses.

    That should not be the problem.

    The problem is STILL THERES and they need to fix their problem.
     
  17. crosssfire

    crosssfire New Member

    8
    0
    Dec 27, 2009
    I talked with Ramon at the National Call Center. He told me that they believe that this is a channel mapping problem. All he could do is send some e-mails to local engineers and techs in my area. I have no Idea of when they will be able to get to this problem.

    I live in an apartment building. So I don't know if this has anything to do with my problem. It would be nice it they were able to tell me if someone near by had a TivoHD.

    I guess I post on the Forum the next time I get an update. This could be a couple of days.
     
  18. drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    It could be worth a call to TiVo Tech to see what they think
    of Ramon's GUESS :eek:

    In any case - Comcast should be able to fix it on their end as
    long as they have all the CableCard data and have everything
    correctly entered for your account. It should not require a NEW
    Tech Visit.

    There is one problem - every time you remove the CableCard
    and reinstall it - it generates a NEW KEY. They will need that
    KEY to complete the Install.

    I know you have been removing the card to get your analog
    channels back but maybe you could just split the cable and
    run one to the TV directly, that way you won't have to keep
    removing the CableCard.
     
  19. angra

    angra New Member

    155
    0
    Apr 12, 2002
    Folks,

    I am just back from visiting my parents house with their shiny new tivohd installed with Comcast cable cards.

    Their tivo did not think that they got at least 2 HD channels that they actually did. The 2 I ID'd were FX and Fox News. Both in the low-mid 800s (837, I think, was one of them). I manually added the 2 channels, then forced a tivo service call, but there was no guide data for the 2 channels. There was, however, a correct channel name/lettering associated with the channel #.

    They are in the Atlanta market (north fulton, if it matters)

    I looked at zap2it, and they, too, do not show the channels in question as being present. But, the channels were labeled by the tivo, so I do not know what to think about what is going on. Can someone clarify? I don't know if this is a comcast specific issue or not.
     
  20. a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...

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