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Official Comcast CableCard Thread!

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

  1. Rkkeller

    Rkkeller Active Member

    1,276
    3
    May 13, 2004
    OK, now you can add me to the people with problems with Comcast. :(

    #1) The installer came yesterday and surprise no cable cards. Then he didn't even want to hook up anything so I could at least get some basic channels. I managed to get him to do it.

    #2) He told me to go to the local Comcast center and get them and they are easy to install. I wanted to call the center before going but in the phone book, online and calling information only got me 1800COMCAST. I called that and they said they do not give out the local number and I would have to go there. What the heck is all the secrecy for???

    #3) The center wasn't that far so I drove there and was shocked that its more secure than a bank. There were cameras all over and the people were behind 3" thick bullet proof glass with slots to slide things under and a cabinet to put equipment in. I was wondering why they needed all this and it took me about 2 sentences with the CSR to be treated like crap and I felt like reaching over and slapping her if I could. Long story short I ended up leaving frustrated with no cable cards as according to her, there was no installation done today as the order was cancelled that morning. She said to call 1800COMCAST. It turned out after calling this rep didn't bother to really look at my account.

    #4) I called 1800COMCAST when I got home and after some explaining and FINALLY getting someone helpful on the phone, she saw what was going on and they messed up my order and tried to fix it thats why it was showing cancelled in some places but updated correctly in others. When I gave my order it was to a person who I could hardly understand. It turns out she put something about connect "TiVo VCR" so no cable cards were added.

    I was told that someone would come out this morning between 7-11, I am home anyways so this is fine. Now I just hope this goes well as now after reading so many other bad stories here, I do not have my hopes up.
     
  2. dswallow

    dswallow Save the Moderatоr TCF Club

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    Dec 3, 2000
    Long...
    You should pass this post on to the folks at Comcast Cares at We_Can_Help@cable.comcast.com ... even if you get things done right today, it'll help them address problems like this amongst their CSRs. Plus they can make sure someone watches over your install/account for a while to ensure everything goes OK this time.
     
  3. hybucket

    hybucket Member

    558
    6
    Nov 26, 2004
    For the past two years, my set up has been:
    Comcast
    TiVO HD with M Card
    Digital cable box to receive SD service on kitchen TV

    Yesterday, I noticed I had been charged (for the past 6 months) a fee of $6.00
    for what is described on my bill as "additional digital outlet with digital starter cable card separate outlet charge $0.00 - digital access $6.00" I called Comcast to ask exactly what the charge was for. The CSR said the $6.00 was for my cable card. I said that was wrong, because, and I quoted the website,
    "There is no charge for the first CableCARD that you use as it is already included in the primary outlet fee." She then told me it was for the card in the digital box. I told her there was NO card in the digital box and, even if there was, I quoted THIS part of the website "f additional CableCARDs are needed for other devices that are installed on additional outlets, you will not be charged for the first CableCARD installed on this outlet as the cost is included in the additional outlet fee. In addition to the cost of the digital cable service, you will be charged a regulated fee of up to $2.50 for the second CableCARD on the additional outlet. " I gave her the URL, which she found, said, "Hmmmm", and put me on hold for 15 minutes. She came back and said that because my TiVO was not my primary outlet, I was being charged $6 for the card, even tho it specifically says there is NO CHARGE for the first card. When I disputed this again, back on hold for another 20 minutes, and she came back with the same conclusion as before. I said, thank you, hung up, called back, figuring I might get someone who was familiar with the problem, and went this time to the billing department. To make an already long story short, this (extremely rude) CSR said that the website was WRONG (!!!!), and said she'd put me on hold. I said, no, I will NOT wait another 20 minutes on hold, put me through to a supervisor. She refused, put me on hold, and I hung up after 10 minutes. Amazing. I figure, maybe it's the holiday fatigue getting to them, and I'll wait for Monday and try again, and might be lucky enough to get someone who has a clue. If not, I wlll file a complaint with the Mass. Cable Commission (just for my own personal satisfaction, as I suspect they are useless).
     
  4. passmaster16

    passmaster16 New Member

    19
    0
    Dec 30, 2008
    So I finally break down and decide to get a cable card for my Tivo HD. Amazingly enough, my wife managed to get the cable card from the local Comcast office. I'm in the Pittsburgh PA area. I plugged the SA M stream card into slot one and it performed its firmware upgrade successfully as it now identifies itself as a Cisco CableCard. At that point I was getting the message "In order to start service for this device, please contact customer service at Ph# 1-800-266-2278" so I contact CS and they send a signal to the card. An hour later the card partially works but many channels even just regular digital channels give the same "In order to start service ..." message. I'm wondering if the card is still improperly paired as I go into the CP Info menu and Auth Status is Waiting for CP Auth.

    I don't think there is anything wrong with the card, but how can I get this resolved? I have my doubts that a regular CSR will know how to pair the card. Any ideas?

    TIA
     
  5. morac

    morac Cat God

    8,954
    22
    Mar 14, 2003
    NJ
    Did you give the CS agent the pairing numbers? If not you won't be able to get protected channels. Comcast normally protects premium channels as well as Encore.
     
  6. passmaster16

    passmaster16 New Member

    19
    0
    Dec 30, 2008
    What are the pairing numbers? Do you mean Host ID and Cable Card numbers?
     
  7. E94Allen

    E94Allen New Member

    267
    0
    Oct 16, 2005
    Yes both Host ID and Cable Card numbers.
     
  8. Jan 1, 2011 #7668 of 9367
    Rkkeller

    Rkkeller Active Member

    1,276
    3
    May 13, 2004
    An update to my install a couple posts above. The installer came with a single M card and installed it in about 2 minutes. Not all my channels appeared at first and he said to wait a few minutes and they should appear.

    After about 5 minutes everything was there except my free HBO for six months. I called them and a guy added that to my package as it was not there and seconds later I am complete.

    So in the end it is working as it should. I am willing to bet 100% due to all the changes made to my account the first bill will be wrong but I have a month of peace before calling them again.
     
  9. Jan 1, 2011 #7669 of 9367
    Rkkeller

    Rkkeller Active Member

    1,276
    3
    May 13, 2004

    I am far from knowing much about this :rolleyes: but did you rerun the guided setup selecting the cable card option and digital channels?

    I saw in a couple threads you need to do this and I did it.
     
  10. Jan 1, 2011 #7670 of 9367
    pdimarzio

    pdimarzio New Member

    5
    0
    Jun 30, 2008
    I have a Series 3 HD Tivo with Comcast Cablecard. All has been fine for a year or so, but last week a few channels began exhibiting strange behavior. Every 10 seconds or so the picture freezes for a couple of seconds, then pixilates before resuming for about 10 seconds; the cycle repeats regularly. This behavior makes these channels basically unusable.

    I've narrowed it down to a consecutive band of 6 channels (114 through 119 in my area). All other channels are fine. I did restart the Tivo but that did not correct the problem. I know that it's not a problem with the signal coming into the house because we have other TVs with Comcast boxes and these channels behave fine with the boxes. So it's either the cablecard or Tivo causing the problem. I thought I'd check here to see if anyone else has seen this before I contact Comcast for service ... thanks!
     
  11. Jan 1, 2011 #7671 of 9367
    Pokemon_Dad

    Pokemon_Dad Ruler of an Unown UI

    129
    0
    Jan 19, 2008
    Silicon...
    Passmaster16, in my experience you've got one of two things happening. Either the rep entered the numbers wrong - which I would hope can be easily fixed - or the rep did something else wrong and the card is now improperly paired so it only _looks_ paired to them.

    There are people deeper inside Comcast who ought to be able to fix an improperly paired card remotely, but you probably won't be allowed to talk to them. So now the reps will start pushing a truck roll on you. The only difference between a self-install and a truck roll is that the field tech can call slightly better-trained people. That appointment should not be necessary and you will deserve a credit for that so-called service call plus all your time and frustration spent on this.

    Your situation sounds a lot like the way this one started for me:
    http://www.tivocommunity.com/tivo-vb/showthread.php?p=8210482#post8210482
    and this is how I ended up getting up a credit, although mostly I just wanted to complain about how this was handled:
    http://www.tivocommunity.com/tivo-vb/showthread.php?p=8215452#post8215452

    Hope it doesn't get as bad for you. Good luck, please let us know how it goes.

    ---PD
     
  12. Jan 1, 2011 #7672 of 9367
    angel9801

    angel9801 New Member

    1
    0
    Jan 1, 2011
    I called Comcast today to schedule my cable card install. The customer service rep informed me that the multi-media cable card would be 1.50 and I would also be charged an additional outlet fee of $8.95. :mad: I can't justify spending about $23 a month for an extra box. not including the tivo box price to purchase. After reading the posts it seems as the price quoted to me is the norm. Is that correct. You all pay comcast about $10 on top of the tivo service? Thanks for your help!
     
  13. Jan 1, 2011 #7673 of 9367
    dswallow

    dswallow Save the Moderatоr TCF Club

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    Dec 3, 2000
    Long...
    I have 4 CableCARDs (S-cards, for two TiVo Series 3 units). No other outlets or devices/set-top boxes from Comcast.

    I pay Comcast $159.99 for the HD Premier XF package (which is the Premier Triple Play w/HBO, STarz, Cinemax, Showtime, Sports, with Ultra Internet and Digital Voice unlimited), plus $5.00 for the voice modem lease fee, plus about $4 in taxes/connectivity fees.

    Specific line items for CableCARDs that are on my statement every month:

    Cable card $0.00
    Additional Outlet
    4 @ $0.00 each
     
  14. Jan 1, 2011 #7674 of 9367
    HazelW

    HazelW Member

    284
    0
    Dec 6, 2007
    No. Va
    The same thing happened to me a few weeks ago. Only ESPN and ESPN2 had this behavior on the two TiVos but not on the Comcast boxes. I tried attenuators but that did not help. After a few weeks the problem went away. My guess is that it was due to Comcast moving channels around. Of course if you call Comcast the will blame it on the TiVo, but just wait a while and see if it clears itself. Good luck.
     
  15. Jan 1, 2011 #7675 of 9367
    HazelW

    HazelW Member

    284
    0
    Dec 6, 2007
    No. Va
    You are lucky. You should be charged an additional outlet fee for one of the boxes, and a fee for the second cable card on each TiVo. Since that package includes the first HD box (in fact a DVR I think) you should get the first one free.
     
  16. Jan 1, 2011 #7676 of 9367
    morac

    morac Cat God

    8,954
    22
    Mar 14, 2003
    NJ

    Are you under a contract or something. I'm paying exactly what you're paying, but only getting the HD Preferred Plus XF Triple Play (HBO & Blast Internet). I don't pay outlet or cable card fees either, but you get a lot more channels.
     
  17. Jan 1, 2011 #7677 of 9367
    dswallow

    dswallow Save the Moderatоr TCF Club

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    Long...
    When I was talking to the corporate support folks about the availability of the 3D channels (sometime around March around here, maybe a little later), they moved me back into the 1-year promo version of my package. She certainly gave me the impression I could've called through normal channels and gotten it myself, though... but maybe it'd have included a commitment that way.

    Here's the promos: http://www.comcast.com/Corporate/Learn/Bundles/bundles.html

    (Though I didn't get the $250 prepaid Visa card... that's the new subscriber part, I guess. :))
     
  18. Jan 1, 2011 #7678 of 9367
    morac

    morac Cat God

    8,954
    22
    Mar 14, 2003
    NJ
    I tried getting a promo last month and the support agent refused to give it to me. I ended up dropping Starz and Showtime, but the agent didn't care.

    I think I'm going to drop voice completely and go with Ooma. I've heard good things about it from co-workers and it's free.
     
  19. Jan 1, 2011 #7679 of 9367
    shwru980r

    shwru980r Active Member

    1,893
    1
    Jun 22, 2008
    You have to pay a one time fee for the hardware and you have to pay $40 to port your number.
     
  20. Jan 2, 2011 #7680 of 9367
    morac

    morac Cat God

    8,954
    22
    Mar 14, 2003
    NJ
    True, but it will pay for itself in less than 6 months based on my current rates.
     

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