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Official Comcast CableCard Thread!

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

  1. Jan 4, 2010 #6981 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    That email to We_Can_Help@cable.comcast.com, as it turned out, was useful as well. I just got a call back from someone in Executive escalation (or something like that - I didn't quite catch the full name). He told me that he added the data for CableCard #2 to my account (which I had provided in my email). He specifically mentioned adding the Unit number and Data number that I provided from the Tivo.

    Granted, this isn't needed any more - but what that bit told me is THERE IS A WAY for those who need help. I told him about the tech visit, of course, so that we don't have the account scrambled, and so that he isn't doing a bunch of extra work.

    He also indicated to me that CableCard issues were common for him to work on and that they are aware of the support issues.

    He also gave me $20/month off for the next 6 months to compensate for the 2 years of hassle that this Card #2 business has put me through. Me, I was just impressed that someone called me back (same day no less), and that they acted proactively on the technical detail I gave them in the email.

    Now that I've got it fixed... hope this info helps someone else. :D
     
  2. Jan 6, 2010 #6982 of 9367
    flaminiom

    flaminiom New Member

    104
    0
    Dec 27, 2008
    Holt, MI
    So, I talked to someone locally in the "escalation department."

    Essentially what they said is I need to pay $9/mo HD equipment charge for my M-Card cablecard. This is to get encrypted channels, which apparently Comcast started doing with non-premium HD.

    The card is no different and they agreed the fee is essentially to program the card. They said this is needed for the correct billing codes.

    Does this sound right? When I spoke with someone on the phone they said I should be fine with just the cable card, but I understand there are issues with their billing system sending the right info. I'm not sure who else to speak with to verify the info.

    They offered to extend my $45/mo promo for Digital Preferred for 12 months. I'm thinking of taking them up on it, and maybe trying to get that fee dropped down the road.
     
  3. Jan 6, 2010 #6983 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    Dunno. The rate card for my area for 2010 has something that just says "HDTV" at a cost of $7.95. This sounds like it might be what you are being told about. I am not seeing this on my own bill currently. However, I also have a Comcast HD DVR (at $16.95) in addition to the TiVo.

    It could be that if I were to ditch the Comcast DVR, I might get socked with the "HDTV fee." But I do not know, and I have been unable to find a rate card for your area via the Comcast website.
     
  4. Jan 6, 2010 #6984 of 9367
    CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
    0
    Feb 28, 2001
    North...
    No, it's not right. Comcast does not ever charge an HD equipment charge for the cablecards. I don't know your complete setup, but if the TiVo is your only box from Comcast, there should be no charges for the CC. Some of your local folks may not know how to link things in their system, but that's their responsibility. National Comcast will not allow your local franchise to add the HD equipment charge, so you should probably escalate to the national "comcast helps" folks, unless your local folks are offering a "make-up" that is worth more to you.
     
  5. Jan 6, 2010 #6985 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    Given that Digital Preferred is over $70/month - at least in my area - your thought seems quite sound to me. If they will (net) pay *you* for the hassle to date, why not? But CrispyCritter is correct, methinks.
     
  6. Jan 6, 2010 #6986 of 9367
    cmaquilino16

    cmaquilino16 New Member

    58
    0
    Jul 7, 2009
    United States
    Hello all, I got a Tivo Hd with Cable and Antenna set up. I have comcast in the atlanta area, Today I went to comcast to pick up a cable card and they give me one for free. Can I put the card in the tivo and will it work or do I have to call for the card to work. I got a receipt for the card with the s/n on it. So what next?


    Thanks
     
  7. Jan 6, 2010 #6987 of 9367
    MojoRilla

    MojoRilla New Member

    9
    0
    Dec 30, 2006
    This is a bit off topic, but I need help. I live in Atlanta, and have an M Card in my Tivo HD and love it. And I want to add an additional hd cable box for another TV.

    One call to Comcast said this was $7.95. The next day, when I was ready to order, it went up to $11.90. The operator claimed that the $7.95 was if I turned in my cable card. Over my dead body.

    How much should the additional cable box be?
     
  8. Jan 6, 2010 #6988 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    I'm going to take a wild guess based on the Comcast Atlanta 2010 Rate Card as to what you got quoted:

    - $7.95 "HDTV" (I still don't know exactly what that is, but it's the only thing on the card that matches the price)

    PLUS

    - $3.95 "Digital Service - Additional Outlet with HDTV or DVR Service"

    ADDS UP TO

    $11.90.

    I see nothing else on the rate card that would explain the specific numbers you got.
     
  9. Jan 6, 2010 #6989 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    I'm impressed that you got hold of a CableCard without a tech visit. How the heck did you pull that off?

    You can go ahead and put the card in your TiVo - I think - but to get it activated, someone at Comcast has to plug in certain bits of info from your TiVo that you would provide from the menus. The someones who are on the phone generally can't enter this data into the Comcast system and don't know what you're talking about anyway. You are probably looking at having a tech come out to turn it up.

    What cable package do you have? And is that an M-Card or an S-Card?
     
  10. Jan 6, 2010 #6990 of 9367
    cmaquilino16

    cmaquilino16 New Member

    58
    0
    Jul 7, 2009
    United States
    They give me a M-Card, I got basic cable. So I have to call in to get it to work in my Tivo?
     
  11. Jan 6, 2010 #6991 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    Ehhhh...

    I'm going to preface this by saying that I will defer to better experts than me should they opt to tell me I have no idea what I'm talking about. :)

    The way it is *supposed* to work is that in the Comcast system, they enter the Host ID, Unit ID, and Data from your Tivo Slot #1. Then they send activation signals to the card and it downloads the list of channels. The activation also authorizes the card to see whatever encrypted channels you are authorized for. For basic cable, no encrypted channels.

    When I had an M-Card installed earlier this week, the card would not tune any channels at all until it received the activation signals. That includes the basic ones. It literally said "No channels." I suspect this is what is going to happen to you until you get it activated.

    As I previously noted, getting it activated is nearly impossible without getting a tech out to the site because the nonsupervisory phone folks are both unable to input the required data (due to system access controls) *and* generally clueless about CableCards. Even if you get someone who knows what you are talking about, they may be unable to help you.

    That said, I suppose you could try emailing We_Can_Help@cable.comcast.com about your situation. Tell them how you got the CableCard from them, but that you need to activate it. If protocol allows this to be done for a new CableCARD install without a tech on site, this is the technical info they will need.

    Put the card in the RIGHT-HAND slot on the TivoHD. Then navigate through the TiVo menus as follows:

    TiVo Central -> Messages & Settings -> Settings -> Remote, CableCARD, & Devices -> CableCARD Decoder -> Configure CableCARD 1 (Multi-Stream) -> CableCARD Menu -> CableCARD(tm) Pairing

    Write down the following:

    CableCARD ID
    Host ID
    Data
    UnitAddress
    Card S/N

    Basically, they ultimately need to stuff some or all of this data into their system to associate your Tivo with the CableCARD in order to then initialize it.
     
  12. Jan 6, 2010 #6992 of 9367
    flaminiom

    flaminiom New Member

    104
    0
    Dec 27, 2008
    Holt, MI
    I have one Tivo HD and this is the only outlet with the cable. Rest the house is plugged into the house antenna.

    They're coming to try the install again Thursday evening. What's the best way to escalate to the national CS reps?

    When talking with them today I pushed back on the equipment charge, and have the sense I'm not going to get a difference answer from the local office. This is the way it works even though they can't exactly explain why. Also, if they do try the install without it and I'm still missing channels I'll be right back where I was-- they won't touch the problem because it's working as they expect.

    My gut says to let the install go w/ the charge and see what happens. If it works and I get my channels great. Then if the HD equipment fee is on my bill, I'll try to work with the national folks to see what's what.

    Thanks for your thoughts...
     
  13. Jan 6, 2010 #6993 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    Sending We_Can_Help@cable.comcast.com a comprehensive, well-written email with full technical detail from the TiVo got me answers and action in less than a day. They get my vote. Use them wisely, judiciously, and to your best advantage, because if the local office has got it wrong they will very likely straighten out the local office. :)
     
  14. Jan 6, 2010 #6994 of 9367
    flaminiom

    flaminiom New Member

    104
    0
    Dec 27, 2008
    Holt, MI
    I did send an email to them on my original issues, so they probably passed it off to the local office. I'll just see where this goes and work from there...
     
  15. Jan 7, 2010 #6995 of 9367
    slowbiscuit

    slowbiscuit FUBAR

    3,501
    18
    Sep 19, 2006
    In the ATL
    In the ATL, I believe this is correct - they charge a ridiculous $8/mo. for an HD converter (not DVR), and then you get the $4 charge for additional outlet.

    Frankly, he'd be better off buying another Tivo, and should not be charged an HD fee for those. Definitely escalate this.
     
  16. Jan 7, 2010 #6996 of 9367
    slowbiscuit

    slowbiscuit FUBAR

    3,501
    18
    Sep 19, 2006
    In the ATL
    Wow, maybe they're finally getting a clue - I've never heard before that you can pick up a card in the ATL.
     
  17. Jan 7, 2010 #6997 of 9367
    drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    GOOD PLAN - get it working first - then you can wheel and deal at
    the same time you are enjoying TiVo ;)
     
  18. Jan 7, 2010 #6998 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    Yeah, I still want to know how he pulled that off. It's not like the folks on the phone have figured out how to turn up a card without sending a tech yet, so this strikes me as a little odd.
     
  19. Jan 7, 2010 #6999 of 9367
    cmaquilino16

    cmaquilino16 New Member

    58
    0
    Jul 7, 2009
    United States
    Hello I am back, I called in my card to active but it did not work I got the Please Wait Acquiring Channel Information It timed out and I got error message. I had them hit the card twice same problem, So I called Tivo support and the guy told me my card did not receive the signal by reading the card info screen, He told me they have a problem comcast sending out the activetion hit and authorize channel hit at the same time and the tivo can not read both at the same time causing the card to not find the channels. So I called comcast back and got a tech tell me that they can not hit the card anymore i need a new card. Is this true or do I need to find a person who knows what they are talking about.
     
  20. Jan 7, 2010 #7000 of 9367
    cjv2

    cjv2 New Member

    290
    0
    Dec 15, 2009
    Atlanta, GA
    You need to find a person who knows what they are talking about. There are three or four different kinds of "hits," the right ones have to be sent in the right order, and the bit about "the Tivo cannot read both hits at the same time," not to mention "can't hit the card anymore," is a bunch of silliness.

    Here. Tivo's CableCard Troubleshooting guide. Now the bad news. If this is over your head you should probably get a tech onsite or email Comcast as previously noted.
     

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