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Official Comcast CableCard Thread!

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

  1. cuyahoga

    cuyahoga New Member

    104
    0
    Nov 15, 2002
    Warwick...
    You and me both. I'd have jumped ship to FiOS by now, but with the CCI Byte lockouts cropping up there, Comcast might be more 'open' for now (at least when they can get the CableCards to work.
     
  2. Nov 3, 2010 #7602 of 9367
    jazzstock12

    jazzstock12 New Member

    1
    0
    Mar 4, 2010
    Huntsville, AL

    We've had appointments for 3 straight weeks (Oct. 20th, Oct. 28th, Nov. 3) for someone to come out and install a card at my parents' house, since that is the only way to get an M-card in my area.

    The first week, they actually called ahead of time to let us know they had run out of cards. However, the past two weeks they have told me someone was "on their way", only to inform me that they had run out of cards at the end of my 3 hour appointment window. Too frustrated to actually be angry at this point. Comcast is the only cable provider in parents' neighborhood, so all I can figure is that they are making sure they take care of all their customers in areas where they have competition before worrying about customers such as my parents.
     
  3. Nov 3, 2010 #7603 of 9367
    JJJB

    JJJB Member

    67
    0
    Nov 8, 2003
    Chicago
    After watching HBO(2 shows a week)on my computer for almost 3 months because I was too busy to take time off work for a tech to come and either pair or replace my cable card I called yesterday to setup an appt for Nov.24 when I know I'll be home.After 4 call attempts being hung up by the computer on and never getting to a human voice I finally got to someone.I told her my story and she "comped" my HBO.Then I told her I need a guy to come out and pair my card and/or bring new ones that WORK.I also told her send the supervisor's supervisor to come out and do it....lol She said she would.At least she was in my area and not in another country. So we'll see....................

    2 days later THEY called me put ME on hold until a senior tech talked to me and tried to pair it for the 5th time. He said it was a "bad"card and couldn't do it so he told me to "keep my appt." but if I wanted to drive directly to Comcast about 15 minutes away they MIGHT just exchange my card but he couldn't give the phone number to call and find out.
     
  4. Nov 3, 2010 #7604 of 9367
    Pokemon_Dad

    Pokemon_Dad Ruler of an Unown UI

    129
    0
    Jan 19, 2008
    Silicon...
    jazzstock12 sorry to hear about that, but sounds about normal. And JJJB, they shouldn't have to come out to your house just to pair a CableCard, that's the really sad part.

    I suggest you both try @comcastcares on Twitter. More than once. That worked better for me than the we_can_help email, if only after the fact. I did eventually get heard about the troubles described in my last post above regarding we_can_help@comcast.com, but only after the fact. Maybe you folks can get some help before Comcast screws up your next appointments.

    I finally got the attention of someone at ComcastCares this week (long after my card was finally paired, but I was still fuming). I learned that Bill Gerth may have never received my second email sent directly to him, even though it went to an address with his name on it. I had wanted to supply account and CableCard information so did not initially use Twitter, but apparently it might have made a difference to start there...in no small part because tweets are very public, and are more likely to be monitored by Comcast's critics than our little forum here. Email to Comcast, like phone calls, can apparently just disappear.

    Here's the whole Twitter conversation, in chronological order:

    @comcastcares Wish you had replied to my email of 10/6. This was my experience with so-called we_can_help:
    [goo.gl tracking link to my 10/31 post above]​


    No reply that day, but I could tell someone clicked the link. Next day:

    @comcastcares you never responded but my impression is that we_can_help can't. This was my experience:
    [same goo.gl link]​


    Another click on the link, and this time a response:

    @[xxxxxxx] If i am away it all gets forwarded to we_can_help, DM me account phone number i will look into it ASAP


    The rest of these are Direct Messages:

    Me:
    Thx Bill. You were away 10/6? Anyway solved now but reps poorly trained & last one made you all look bad. Account tel is 408-[xxx-xxxx]

    comcastcares:
    I do apologize for the trouble and will try to track down the call. I do appreciate the feedback which goes to our Sr. executives.

    comcastcares:
    I know things are resolved but would also like to add a credit on the account for your time. I am showing two addresses?

    Me:
    Thx! [Clarified billing vs. street address]. Many other previous problems at this address and last one too. Am usually patient but that gets me nowhere.

    comcastcares
    I credited one month service


    Me:
    Thanks for the 1-mo credit! Am re-protecting tweets now, so here's link to share with management: [same tracking link] Will update it soon.

    The fact that he promised to make a report to senior management matters to me much more than any credit, although that's nice too given that service was partially out for about two weeks here. But I've gone all the way to Comcast Corporate HQ before. (Like the time the in-home Comcast service techs and the outside Comcast Network linemen got into a big fight over why my service was dying every time it got cold outside, instead of cooperating with each other to fix it...for over a year.) Nothing ever really changes with these people because they don't have any serious competition or regulation.
    .
     
  5. Nov 5, 2010 #7605 of 9367
    Newbie

    Newbie New Member

    82
    0
    Jan 19, 2002
    I have 2 cable cards and is subscribe to comcast digital basic ($65 total per month). I want to downgrade to a cheaper plan and was told the only option is limited cable, which is analog channels only. To do the switch, I was told to return the 2 cable cards because Tivo won't be able to receive analog channels with the cable cards in place. Of course, with the cable cards returned, I won't be able to add any premium channels.
    Is this accurate info?
     
  6. Nov 5, 2010 #7606 of 9367
    a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    Yes, I believe it is accurate. The cablecards receive a channel map. The channel map includes digital channels only. I have a Tivo HD and when I added cablecards to it, it stopped receiving the analog channels. However, Comcast is broadcasting ADS (analog digital simulcast) of those analog channels (in digital). If they have implemented ADS in your market, then you may still be able to receive your old analog channels in digital format.

    You can test to see if the channels available in limited basic are actually being broadcast in your current digital package in digital format. Simply tune to a channel that will be available in limited basic and press the record button. If you Tivo asks you to select a recording quality (I forget what they choices are, but it is something like basic,xxxx,xxx, high), then you are receiving those channels in analog. If not, then the program is in digital.

    Now the real question is whether Comcast will authorize your cablecards to tune those channels in a limited package. It should be noted that even with limited basic, you probably can receive the local TV stations in digital HD format without cablecards. However, the channel numbers will not match those published by Comcast and that means they will be difficult if not impossible to use the Tivo program guide to schedule recordings on them.

    Edit: Now I realize what I said above doesn't make complete sense. I recall before Comcast completed their digital upgrade that I had some channels in analog and some in digital while using cablecards. So I am confused. Maybe someone else can clarify.
     
  7. Nov 5, 2010 #7607 of 9367
    blue92

    blue92 New Member

    2
    0
    Nov 5, 2010
    New to the board. I just got my Tivo Premier in the mail today. I'm already a comcast customer with a Scientific Atlanta HD DVR. I'm sure this is a rookie question, but can I just take the card out of the back of that DVR and put it into my Tivo? I've been searching the thread but have not found a direct answer yet. Thanks or helping me to cut through the chase...
     
  8. Nov 5, 2010 #7608 of 9367
    a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    No. In most Comcast systems, the card is "paired" to the device it is installed in. You would lose access to copy protected channels and, I think but not sure, encrypted channels.

    I have not seen a cable company DVR, but aren't those cards sealed inside the case?
     
  9. Nov 5, 2010 #7609 of 9367
    blue92

    blue92 New Member

    2
    0
    Nov 5, 2010
    I just spoke with someone at comcast who seemed fairly knowledgeable. She said that the DVR doesn't have a cablecard in it. However, when I bring back the DVR I can then pick up a cablecard. I asked if I could install the card myself or if I would have to have a tech come out. She said I could do either one. I'm going to take back the DVR tomorrow, pick up the card and install it myself. Hopefully I won't experience any of the nightmares others have had to endure.....any recommendations on installing the cablecard?
     
  10. Nov 5, 2010 #7610 of 9367
    jrtroo

    jrtroo User

    4,059
    4
    Feb 4, 2008
    New this week-

    Got a new premiere and I contacted a Comcast CSR for a cablecard. She offered to mail me one for a self-install for $10.

    I hedged and wanted it for free, to which the reply was I can pick it up locally (my hd required a truck roll 2 years ago). I stopped by tonight- no cards available.

    However, I called their 866 number right from the lobby, and now they are mailing a card and waiving the fee. I should have it by next Friday.
     
  11. Nov 5, 2010 #7611 of 9367
    a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    I am not sure if I would believe that. The FCC required that new DVRs have separable security, which means a removable cablecard. However, I believe older DVRs were grandfathered and could have the security built into the motherboard.

    But, if it has a cablecard in it, I think it is behind a security fence so that any tampering would be evident.

    YMMV
     
  12. Nov 5, 2010 #7612 of 9367
    Newbie

    Newbie New Member

    82
    0
    Jan 19, 2002
    Thanks for this reminder. I lookup the channel lineup of limited basic and indeed it includes a dozen or so local HD channels numbered 103 and higher, which means I *need* to have the cablecards in place to map the channels correctly, which means the person at comcast gave me incorrect info when she said I have to return the cablecards.

    This is the 2nd time in a row I received bad info from comcast. In an earlier call, I was told I was downgraded to a plan that's $30 per month, but it didn't happen on the bill. Then in a subsequent call I was told there's no such plan.

    Looks like changing name isn't going to help their reputation. I wonder if they are doing this to discourage me from downgrading, or are simple incompetent.
     
  13. Nov 6, 2010 #7613 of 9367
    cgtempest

    cgtempest New Member

    2
    0
    Jul 3, 2008
    Good Morning, I am a new to Tivo, a new Tivo XL owner. I had an ok install (2 trips by the "truck", 1st cards bad) but am up and running.

    My question is about the $9.95 "Cable Card Digital" fee that showed up. I expected to pay my Tivo fee but thought I was getting away from a comcast fee.

    Previously I thought I had seen a thread that said a customer was entitled to one card for no fee? Then fees for additional cards. Has anyone got any advice or am I just on the hook for another $10.00 a month fee?

    Thanks for any help!
     
  14. Nov 6, 2010 #7614 of 9367
    HazelW

    HazelW Member

    284
    0
    Dec 6, 2007
    No. Va
    In my area they do not charge for a cable card but do charge $9.50 "additional outlet fee". they only charge for a second cable card if it is in the same machine. So you pay a fee for each Tivo and they call it different things in different areas.
     
  15. Nov 6, 2010 #7615 of 9367
    a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    One cablecard is included on your first digital outlet or on an additional digital outlet. As hazelw said, they only charge for a second card in the same Tivo (original S3).

    However, there is a charge for a second (or more) digital outlet. But that additional outlet charge also covers the cost of the cablecard.

    Do you have more than one digital outlet? Do you have any other Comcast digital cable converters or DVRs? If not, then you should not be charged an additional outlet fee or cablecard fee.

    There is a Comcast FAQ that explains this. Go to the Comcast web page and search for cablecard. This should direct you to a FAQ about How much will I be charged for a cablecard?

    I had a similar problem. In order to solve it, I had to phyiscally walk into the local Comcast office (40 mile round trip) with their rate sheet they had mailed me and the FAQ. I had to do this twice. Each time it would get corrected and they would issue me credits. However, the computer would kick my account out in an audit and the charge would be restored.

    I finally had to email We_Can_Help@cable.comcast.com and explain the problem. I got a phone call the next day from the local regional office. The CSR recognized the problem but didn't know how to correct the billing so it wouldn't happen again. Instead, she issued me a monthly $20 credit for one year. That more than made up for the monthly approx $10 error that was appearing on my bill.

    Politely point out the rate sheet and the FAQ. You might be able to get it fixed locally. If not, do not hesitate to contact We_Can_Help@cable.comcast.com.
     
  16. Nov 6, 2010 #7616 of 9367
    cgtempest

    cgtempest New Member

    2
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    Jul 3, 2008
    Thank you for the responses. I appreciate the suggestions.
     
  17. Nov 6, 2010 #7617 of 9367
    CraigK

    CraigK (unspecified)

    1,255
    7
    Jun 9, 2006
    North of...
    As Alan posted, if you don't have a Comcast cable box or DVR then the first CableCARD should be included in your digital package. The Comcast FAQ is HERE.

    I have no Comcast equipment and two TiVo HDs and have been hassling with them for over a year because they still were charging me for the CableCARD in each TiVo HD when one should have been included with the digital package and the other in the additional digital outlet fee. I was never able to get it fixed over the phone so I went down last month to the Comcast office with the FAQ in hand (like Alan did) to convince them I was being charged extra. The CSR had to make two visits to the back room to check with the manager, but I actually saw it on the screen when they changed the line items for the cards from "TiVo Series 3-cable CARD" to something that indicated it was included in the package/AO and there was no charge for it. I'll know the exact wording when I get my bill later this month. They also refunded my CableCard fees back a year or so.

    My next step was going to be the We_Can_Help email address, but I'm hopeful this is the end of it.
     
  18. cuyahoga

    cuyahoga New Member

    104
    0
    Nov 15, 2002
    Warwick...
    Another truck roll last night (6th or 7th), and another visit with no encrypted or copy protected channels working. The tech and the dispatcher keep talking about rate codes, but I'm not convinced the card is even paired.

    They act like they are trying but they can't REALLY be trying. They only thing they tried to do is tell me how good their boxes are.

    I really don't know what to do next.
     
  19. a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
  20. cuyahoga

    cuyahoga New Member

    104
    0
    Nov 15, 2002
    Warwick...

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