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Official Comcast CableCard Thread!

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

  1. ps56k

    ps56k New Member

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    Oct 6, 2006
    Chicago...
    had a Comcast CableCard issue - where my channels 20 - 120 were getting the grey pairing screen (press Clear & goes to channel)
    Tried calling Comcast, and they were no help over the phone, rolled a tech, and she knew nothing about CableCards.

    Anyway - detailed all this in another thread in the Series 3 THD area.

    But - wanted to share this contact info....

    I had stumbled across this Comcast support email address -
    We_Can_Help@cable.comcast.com

    Just wanted to follow up on the email thread...
    NOW - MELISSA HAS FIXED EVERYTHING - no more grey screen popup

    If you think your CableCard is not properly entered with the Comcast folks,
    try sending an email to Melissa...
     
  2. Jun 2, 2010 #7402 of 9367
    JetLaw

    JetLaw New Member

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    Jun 2, 2010
    I can't get the morons at Comcast in West Palm Beach, Florida to even acknowledge that there is such a thing as an M-Card. An installer came today to install a cablecard and he showed up with a cable box and didn't even know what a cablecard was. I called the mothership of retardation and they were no help whatsoever. How do I get these idiots to bring me a multicard?

    Thanks, and sorry for the frustration, but I am just shocked and appalled at the stupidity and incompetence of everyone that I have dealt with from Comcast.

    -Josh
     
  3. Jun 2, 2010 #7403 of 9367
    pdhenry

    pdhenry Safety Pin

    17,243
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    Feb 27, 2005
    PA
    Ask for a "multistream cablecard" and you'll at least have some terms that they can look up...
     
  4. Jun 3, 2010 #7404 of 9367
    cjv2

    cjv2 New Member

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    Dec 15, 2009
    Atlanta, GA
    Email the folks at we_can_help@cable.comcast.com, and detail your experience. Politely, but succinctly.
     
  5. Jun 3, 2010 #7405 of 9367
    Phantom Gremlin

    Phantom Gremlin New Member

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    Jun 20, 2002
    Tualatin,...
    This is very important.

    Sometimes when people ask for help, they will drone on and on and on and on about anything and everything. Is there a question in there somewhere? My usual reaction is

    tl;dr

    Keep it short and sweet.
     
  6. Jun 3, 2010 #7406 of 9367
    JetLaw

    JetLaw New Member

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    Jun 2, 2010
    I am generally a pretty polite person, and between being a full-time geek and having a law school education, I am in a unique position to describe my experience in detail, and with technical accuracy.

    While I regard myself as being a generally polite person, there is nothing that gets me more bent out of shape than paying people when I am better at their job than they are.

    Even after explaining to the "installer," what a CableCard was, he was unable to understand the concept. During my subsequent call to the ComCast support line, I was told that multistream cards do not exist in West Palm Beach.

    I then proceeded to explain to the operator that such a comment was:

    1) Patently false by virtue of the fact that I was LOOKING AT ONE that is installed in the Comcast branded Cisco DVR; and,

    2) A violation of the requirements of the Telecommunications Act of 1996.

    Ok. So I admit it. I was pretty heated by the time I went into number two, and was really just trying to make the point to the woman on the phone that I knew what I was talking about, but it didn't help.

    I did send an email to the support address suggested in this forum, and to Comcast's credit, I received a response within an hour.

    I am still "off the grid at the moment," which is frustrating for me, since I know that all that needs to be done to solve my problem is for Comcast to allow me to keep the multistream card that is currently installed in my Comcast DVR so that I can install it in my TiVo premiere.

    Let's just say that "hypothetically," I know for a fact that that card works perfectly in the TiVo. The problem is, it is "hypothetically" if I return the box, they will de-provision the card, and am I back offline.


    In my opinion, by making it so difficult for customers to get CableCards, Comcast is undermining the intent of the Telecommunications Act of 1996 by destroying the parity between third-party tuners and DVRs and those leased by Comcast themselves. My primary objective is to resolve my personal issue, but I am probably going to make a genuine effort to bring attention to this problem so that other, less TiVo-dedicated consumers will not be dissuaded from using third-party devices instead of the inferior devices that cable providers over-charge their customers to lease.

    Thank you to those in the forum that replied to me. I apologize for the tone of my original post.

    -Josh
     
  7. Jun 3, 2010 #7407 of 9367
    bicker

    bicker bUU

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    Nov 9, 2003
    Georgia
    Given how consumer place substantial pressure on providers to keep costs down, we subscribers tend to get the bottom of the barrel assisting us. If the folks assisting us were more qualified, then they should be working for a company that paid better, and doing so because they charge their customers more. Sucks, huh? But that's life. The way it really is. Perhaps not the way we want it to be, but that doesn't matter.

    You are mistaken. There is no requirement that service providers provide, specifically, multi-stream CableCARDs. There is nothing in the law that would preclude them from providing, exclusively, S-cards.

    Given what I said above (about these folks being so poorly paid in our society that expecting them all to be experts like some of us are is an unreasonable expectation), it isn't surprising that she wasn't in a position to correct you when you asserting that the requirement was specifically for M-cards.

    You are entitled to your opinion; it is no better or more valid than Comcast's.
     
  8. Jun 3, 2010 #7408 of 9367
    cjv2

    cjv2 New Member

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    Dec 15, 2009
    Atlanta, GA
    No worries here, dude. The only reason I mentioned politeness is that a lack of same sometimes causes implosion of customer service scenarios, even when it's "their fault," and we want you to get your M-Card posthaste :)
     
  9. Jun 3, 2010 #7409 of 9367
    Videodrome

    Videodrome tivo - please wait..

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    Jun 20, 2008
    i have noticed the same , even though you on the edge, delay, and then deal with them with a calm head. Most of the time they want to help you. But imagine yourself in their shoes.
     
  10. Jun 3, 2010 #7410 of 9367
    Phantom Gremlin

    Phantom Gremlin New Member

    1,555
    0
    Jun 20, 2002
    Tualatin,...
    Isn't there some sort of seal over the CableCARD, showing evidence of removal?

    You have to admire Comcast (in a sicko way). They took the FCC's separable security mandate and twisted it around so that they're following the "letter" of the regulations, while thumbing their rear-ends at the "spirit". (Think Monty Python and "I fart in your general direction"!). Since you have "a law school education", I'm sure you appreciate that some of America's finest shysters helped them craft their response.
     
  11. Jun 4, 2010 #7411 of 9367
    bicker

    bicker bUU

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    That only would be the case if the "spirit" of the law was what you personally want it to have been.

    Instead, the law was intended to balance the various interests in this matter, that of the CE manufacturers, service providers, and consumers.
     
  12. ghuido

    ghuido New Member

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    May 8, 2007
    Last Christmas I got my In-Laws a TIVO HD. Now Project Cavalry hit their Area and they need to put in a Cable Card on the TIVO HD.

    I have done this with both my TIVO HD's that I have at my house but lets just say my In-Laws might not understand this process.

    Does anyone know the best way to describe to them (E.g. In Laws) how to call Comcast and get a request for a Cable Card Roll Out. Thanks.
     
  13. yukit

    yukit Member

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    Jul 23, 2005
    I had a perfectly working TivoHD with a M-card.

    I attempted to swap the hard drive on Sat, but ended up putting the old drive back in the TivoHD. The original recordings & season pass are still there, but I lost extended HD channels.

    I contacted Comcast through online chat, the CSR tried to send the signal to activate/reset the cableCARD, but that was unsuccessful. 2nd try would take 45 mins to reload the channel info. 2 hours later, the extended HD channels are still not working.

    CSR suggested a truckroll if this did not work. Any suggestions what I can try before I request a truckroll? I have reprogrammed Tivo to record SD channels for the next few days.

    BTW, extended HD channels are working just fine on the other TivoXL, so it does not seem to be the general service issue.
     
  14. bicker

    bicker bUU

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    Nov 9, 2003
    Georgia
    I can't help you with the issue you're having, but a question: You said you "attempted" to swap the hard drive... Did you actually try to boot up with the new hard drive in it? If so how did you prepare the hard drive? (That might explain why you would have to re-pair the cards.)
     
  15. yukit

    yukit Member

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    Jul 23, 2005
    The new hard drive was prepared in another TivoHD with no cableCARD.
    I did boot the new drive to test it, it appeared to work, but the NPL reported a hardware problem. I figured I had to re-pair the cableCARD with the new drive, but I swapped the original drive back in.

    If I need to re-pair the card with the original drive, how do I explain that to a Comcast CSR? I thought I did that already.
     
  16. drhankz

    drhankz New Member

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    Jan 14, 2008
    Salem NH
    All you need to do is get it running AGAIN.

    Comcast needs to provision the stuff - do not explain anything to Comcast.

    Tell them it is a NEW BOX :D
     
  17. bicker

    bicker bUU

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    Nov 9, 2003
    Georgia
    Right, since you booted the new drive in the TiVo (to test it) you need to treat putting the old drive back into the TiVo as if it is a new box.
     
  18. Mahty

    Mahty Member

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    Jan 6, 2006
    After upgrading the hard drive in my TiVo S3, I eventually found a Comcast CSR who knew how to re-pair my two TiVo-based CableCARDs. :) However, despite my explicit instructions to the CSR to not touch a third, still-paired CableCARD on my account (and in a 5-year-old TV), he somehow managed to cause it to stop working. :( Subsequent attempts by a number of other Comcast CSRs failed to get that third CableCARD working again.

    Since I have no confidence in the competence of Comcast CSRs, I eventually opted to call a Comcast dispatcher. Unfortunately, he too was unable to get the third CableCARD working.

    Here's my question: In his attempt to re-pair the CableCARD, the Comcast dispatcher sent three signals to the CableCARD in the order: Initialize, Hit, Validate. However, I read in one of these TiVo Community threads that the correct signal order should have been: Validate, Initialize, Hit.

    Does anybody know what is the correct order? Or, might either order be OK?

    Also, the dispatcher did mention that he had seen a good number of Motorola S-cards that were flaky. Perhaps the first CSR inadvertently un-paired a still-working, but flaky CableCARD, after which it could no longer be re-paired due to flakiness. Sound (somewhat) possible?
     
  19. Puppy76

    Puppy76 Active Member

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    Oct 6, 2004
    Why the FRAK does Comcast get to get away with their incompetence with cable cards? We all know they're doing it intentionally, and it's not legal. Heck, they wouldn't even give me the things for less than $30/month for a pair.
     
  20. bicker

    bicker bUU

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    Nov 9, 2003
    Georgia
    First, your assertion that they're doing "it" intentionally is just consumerist clap-trap. You have no way of even beginning to know "their" motivations. Second, the way they're working with CableCARD is legal.

    Your anger is misdirected. There are any number of reasonable frustrations you can put together for this, but because Comcast is big and powerful you choose to blame them. Sad.
     

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