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Official Comcast CableCard Thread!

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

  1. agroothuis

    agroothuis New Member

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    Jul 25, 2008
    Even though self-installing CableCARDS is clearly something advanced Tivo users are capable of, I could deal with a policy of no self-installation. But only if their service centers followed suit and didn't advertise the fact that they have CableCARD self-install kits, then hand out CableCARDS to customers under the assumption that they can self-install.

    But by allowing service centers to give out CableCards for self installation, and then not training or allowing CSRs to activate the cards, it's setting customers up for a lot of wasted hours, confusion, and disappointment.

    It's such a frustrating company.
     
  2. drhankz

    drhankz New Member

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    Jan 14, 2008
    Salem NH
    I think at least 9 out of 10 Comcast offices do not allow self-install.

    I have (5) DVRs and as I added each one - it was a 15 minute job
    for the tech to call in all the numbers. I'll pay to save the hours
    of aggravation of trying to do it yourself.
     
  3. Mike Wolf

    Mike Wolf Associate

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    Sep 19, 2010
    Toms River,...
    I'd rather have the phone number that the techs call. That way I don't have to leave it to chance that the email isn't checked hourly. But major bonus points to agroothuis if you can get that number.
     
  4. jrmsp

    jrmsp New Member

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    May 20, 2004
    Minneapolis, MN
    I own a Series3 TiVo which is connected to Comcast via one dual-tuner M cablecard, about 2 years old. (SA)

    I came home today to find my channel lineup scrambled; channels actually exist in their old location but all guide data points to new channels.

    I am aware XFinity upgrade pending for my area but not expected for awhile. However, I received email today "welcome to Xfinity".

    I spoke to tech who told me I needed to swap cable cards. Does this sound correct to you? It seems a bit odd to me.

    Thank you in advance for any light you may be able to shed. I don't want to open a cablecard can of worms if I can avoid it.
     
  5. Atomic Taco

    Atomic Taco Member

    118
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    Jan 27, 2005
    Seattle
    I think that happens to me every time I have a tech out. "Those old splitters/connectors are crap, these new ones are much better".
    I had a tech that wanted to give me the number but wouldn't.
     
  6. a68oliver

    a68oliver Member

    431
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    Jul 15, 2000
    Crawfordsvil...
  7. drhankz

    drhankz New Member

    306
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    Jan 14, 2008
    Salem NH
    I don't disagree with your feeling but I will tell you something else.

    In my home - the Tech's have a problem with signal strength on their
    cell phone. I gave them my land line to use. Guess What?

    They can not get through on my land line - WHY?

    Comcast uses Caller ID to block calls that are NOT from Cell Phones
    that are from their own Techs.
     
  8. Mike Wolf

    Mike Wolf Associate

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    Sep 19, 2010
    Toms River,...
    But my neighbor works for Comcast as an independant contractor, plus he said I can always borrow his phone.
     
  9. morac

    morac Cat God

    8,946
    21
    Mar 14, 2003
    NJ
    For my last cablecard install, Comcast dispatch never answered the phone when the contractor called. He gave up after being on the phone for 30 minutes. He called his own office, but they could only activate the card not pair it.

    I really hope the new FCC mandates become law since they include self installs for cablecards.
     
  10. Puppy76

    Puppy76 Active Member

    1,182
    0
    Oct 6, 2004
    Why does Comcast try to make this so difficult for its customers? I mean the obvious thing is you offer to mail out (or let the cards be picked up), and you have both a phone number and web site the customer can use to punch in the numbers to get it registered. Should take a few minutes, no hassle.

    Instead they have variable pricing, most require a tech to come stick it in a slot, etc. Why do they do that?

    Oh, and my local office even closed, even though my city's contract with them explicitly says it can't :rolleyes: Thankfully the mayor is pissed off and trying to get some other cable company in.
     
  11. Mike Wolf

    Mike Wolf Associate

    143
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    Sep 19, 2010
    Toms River,...
    Closed in what way. If you mean bring in a different cable provider then those people are screwed, cause that means everythings gonna have to be ripped out and replaced. New headend equipment, phone numbers, customers will be forced to relinquish their DVR boxes, thus losing all their recorded programs, and whats worse is that means that everyone using cablecards or cable boxes will have to schedule appointments to have them installed/removed. I'd be rioting in the streets or filing a class action suit.
     
  12. agroothuis

    agroothuis New Member

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    Jul 25, 2008
    I do not have that number, and no way you're getting that number from anyone at Comcast unless they slip up. I'm not going to give the Exec. CSRs number out of courtesy to him.

    I'm telling you, though. I've dealt with executive customer service through that email address and/or @comcastcares on Twitter two or three times. They always respond to well-informed and polite emails rapidly within a day in my experience.

    I'd contact them as soon as you know you are going to need a CableCARD self-install activation, even before you're hooked up and ready for activation, and explain you know this can be done remotely and that you're left with no other option than to contact them since you know that regular CSRs are unable to pair a CableCARD with a Tivo.

    Plus the more people who contact Executive Customer Service about this, I bet it's likely that it gets solved.

    But...

    That's the thing. This is Comcast afterall. So A) You have to miss work and be held hostage in your home waiting for B) a tech installer who may or may not know what he's doing with a Tivo/CableCARD pairing who will then C) call the number of someone who may or may not know what they're doing with a Tivo/CableCARD install.

    If you're comfortable with the self-install and your local service center gives you the CableCARD, I say contacting executive customer service in advance of pairing/activation is the move least likely move to cause aggravation.
     
  13. JJJB

    JJJB Member

    67
    0
    Nov 8, 2003
    Chicago
    I guess this is the right thread so maybe you guys and especially agroothuis can tell me what I should do next. My cable card all channels has been working fine for 6 months I have Comcast Digital Classic so I heard they're having a deal on HBO for 10 bucks a month for 6 months so I order it. She "flicks the switch" whatever that means and I get nothing but I "white screen" on HBO ch.550 if I press "clear" the "cable card screen" comes up.
    I called back and a woman told me something about "pairing" yadda yadda and to setup an appointment.I told her I didn't have time for a guy to come out for 1 channel I'm way too busy for that.The next day I called and got some guy in Mexico who tried for 30 minutes,I rebooted the TiVo,pulled the plug out,pulled the card out etc.... nothing. So I've been recording HBO off the Comcast Xfinity site on my computer through a scan converter to a DVD recorder.
    How ridiculous is THAT !! I don't know who to contact or call next.I haven't got time to schedule a tech to come out here etc... Any suggestions??
     
  14. Atomic Taco

    Atomic Taco Member

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    Jan 27, 2005
    Seattle
    1) Make time
    2) Cancel HBO. Sounds like you've got a system for it anyway.
     
  15. JJJB

    JJJB Member

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    Nov 8, 2003
    Chicago
    If I "cancel" it then I can't watch it on the Comcast "Xfinity" website.
    As a Comcast subscriber you can watch tons of shows on the Comcast website and if you subscribe to HBO you can watch it online.

    I want to watch it on my TiVo like normal people....LOL
     
  16. Atomic Taco

    Atomic Taco Member

    118
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    Jan 27, 2005
    Seattle
    Sounds like option 1 then. Your description is rather vague, and the CSRs on the phone don't have much training in troubleshooting cablecard issues. The good news is that Comcast does have appointments on the weekend in some areas.
     
  17. Phantom Gremlin

    Phantom Gremlin New Member

    1,555
    0
    Jun 20, 2002
    Tualatin,...
    Assuming you're question isn't purely rhetorical, there are two simple answers:

    1) They're the cable company. They don't care, they don't have to.

    2) or, more likely: They want you to rent a DVR from them. You will find many many posts on TiVo Community from people who have given up in frustration and done exactly that. Wall Street values cable companies mostly on revenue rather than profit. So, to Comcast, it's better to rent you a DVR at $20/mo even if they don't make any more profit on it than if they rented CableCARDs to you at $2/mo. Note, this isn't something that needs to be explained to CSRs, it's only top management that needs to think this way. Just keep CSRs untrained and in the dark and you get the results you desire, without requiring the whole company to be involved in the "conspiracy". Capitalism at its finest.

    But I don't know how to explain the existence of "We can help". They seem to truly be able to help with the vast majority of customer issues. It's like some giant cosmic joke; maybe Brian Roberts has a strange sense of humor. Dealing with Comcast sucks you into a Kafkaesque hell, yet there's a simple way out that 99% of people will never hear about.
     
  18. dipdewdog

    dipdewdog New Member

    51
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    May 9, 2005
    Washington, DC
    I just got my TiVo Premiere unit on Friday. Called Comcast DC to set up an appointment today only to find out that CableCard installations can only be scheduled during core business hours--no evening or weekend appointments for those! Awesome. :mad:

    I'm willing to give them one shot at their process before getting we_can_help involved...
     
  19. Shagger

    Shagger New Member

    65
    0
    Nov 2, 2007
    Well, it took three hours and 2 cable cards, but Jason from Comcast got it right! I hope... I see all my HD channels and HBO's so I think I am good to go. The first card would not pair so it most likely was defective. He tried to get more cards before he came out but they only had ONE??!? So he called all his pals and got a few more and came back 1/2 hour later and was successful!
     
  20. Atomic Taco

    Atomic Taco Member

    118
    0
    Jan 27, 2005
    Seattle
    So for anyone else that's e-mailed we_can_help to activate the card, what were your steps?

    I gave them data, host, and the card ID. They replied back pretty quick saying that they've "made some changes to my account" but the card is still in "wait to start".
     

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