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Official Comcast CableCard Thread!

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

  1. bkhowson

    bkhowson New Member

    13
    0
    Aug 11, 2004
    Comcast of Unon:

    I'd agree with Roulette. Waited 25 minutes for the first CSR wanted to charge me the HDTV equipment charge for non digital customers ($10.50), she put me on hold and I dropped after 10 minutes. The second CSR (Judith) said they don't support TiVo, cablecards are for LCD's, etc. Nice about it, just not informed on S3. She went off to talk to the supervisor, came back and assured me she had it right. I asked to talk to the supervisor, I explained it to him (Tivo S3 is cablelabs certified, etc). He finally called 'dispatch', got the real skinny. So they said I need a digital package (ok), and the cable card is 7.95. I said 'each?', I had heard their 1.50... finally he straightened it out. Digital package including first cable card free + 1.99 for the extra cable card.

    I selected the "Digital Variety" package, which gives me HBO, Showtime, Stars all times 5-6. Way more than I need, it's on a 'one year promotion' of $74.95, up from my analog preferred which is (1/07) 54.95. Note for anyone at Comcast who wonders why they should support Tivo S3: I bought an S3, you're now pulling in an extra 21.99/month. I feel like I was 'upsold', but at least it looks correct.
     
  2. Warlord46

    Warlord46 New Member

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    Dec 2, 2006
    Miami, FL
    I'm afraid you're right, there is no national pricing structure. That makes it difficult to police them. Good idea to check the online 10K.

    But it gets even worse: today I called the local governmental authority about the problem, and in response I got a call from Comcast sayikng their pricing is correct, but that they had made a mistake by charging me only $4.99 per additional outlet, and that I've been getting a bargain! I've got 4 of them being charged to me, which are going up to $6.99 per outlet, for an additional $8 per month. So now I'm paying $23.98 per Tivo, instead of $16.94 I would be charged for each Comast DVR.

    They said it was a coincidence that they caught the mistake the day I complained about them. That is about as truthful as their claim that all their hardware is free.
     
  3. dkny3362

    dkny3362 New Member

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    Dec 27, 2006
    :mad: This Tivo was a gift to us. We have 2 Tivo Series 2's and now a Tivo series 3. All I can say is that the past week has been a complete headache trying to deal with all the idiots at Comcast. My husband and I cannot get one person that knows what they are doing at Comcast. The technical support does not seem to know what they are doing. When calling, which we have called at least 30-40 times, not many people even know what a Tivo is. Do I have to sit here and Teach these people what a Tivo is? And, to make matters worse, these people don't even know much about their own cable cards. The tech support should be called STUPID SUPPORT because not one person knows anything about cable cards. Two technicians have already been to my house and they both didn't know what they were doing. I'm not trying to bash anyone, just really beyond frustrated. I've had many many arguments with comcast which nothing has been resolved quite yet. I asked for technicians to come out that know about cable cards. Obviously, nobody at Comcast knows anything.

    Supposedly, I paid $16.50 for them to come out the first time. Then $39.90 for the installation of 2 cable cards. The first cable card is free and $1.50 for the second cable card. I have not heard anything as of yet about the outlet charges of $4.99. I'm sure i'll see that on my first bill seeing as to how unprofessional comcast is. I'm one step away from throwing out the Tivo and cancelling comcast for good. I already filed a claim with the Better Business Bureau as well. The most frustrating thing is to call comcast and ask to speak to a supervisor and are told a supervisor will call back, well guess what? Nobody ever calls you back! Good luck to anyone in Michigan with this huge comcast dilemma. It just doesn't seem like anyone at comcast knows what they are doing. I also believe Tivo filed some sort of report to the FCC about the cable cards in October. :rolleyes:

    By the way, the cable cards I was given were the Motorola version. I read those were supposed to be easier to install or better for some reason. Apparently, even those aren't working. :thumbsdown:

    Good Luck to all of you! I think we got Tivo 3 way to early in this game and should have waited a few years. But who can wait when you have an HDTV? :mad:
     
  4. btwyx

    btwyx Substantive Member

    11,331
    0
    Jan 16, 2003
    Mountain...
    I avoided saying "TiVo" unless asked, I used the more generic "DVR". ("Its a DVR it needs 2 cable cards".) They have DVRs so they should know what that means.
     
  5. dkny3362

    dkny3362 New Member

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    Dec 27, 2006
    I said Tivo once or twice and learned my lesson when they didn't know what Tivo is. I just started to avoid the words Tivo or DVR.

    I think the only way to get anything fixed with Comcast is by having a supervisor handle it. It seems the supervisors are SOMETIMES the only people that care.

    Haven't had Cable since Saturday and am irritated at the whole situation.
     
  6. bicker

    bicker bUU

    10,382
    43
    Nov 9, 2003
    Georgia
    Definitely don't expect them to know about the competiting products you choose to introduce to their system. Focus on their equipment (i.e., the CableCARDs) and their service, and they can help you out from that perspective.
     
  7. Gerhard

    Gerhard New Member

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    Sep 29, 2002
    I've been telling them its a TV that uses TWO cable cards... and then I ambush the tech when he shows up.
     
  8. dbong1021

    dbong1021 New Member

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    Dec 10, 2004
    I made sure to tell them it was a Tivo .. because I heard through these forums that if they know its a Tivo, they will send out an actual Comcast tech rather than a 3rd party tech who may not be as well trained in Tivo installs.

    For what its worth, when I told them I had a Tivo S3, they sent out a real Comcast rep who really knew his stuff. All done and ready to go in about 30 min.
     
  9. Gerhard

    Gerhard New Member

    231
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    Sep 29, 2002
    Interestingly, you can actually ask them for a "ComCast in-house tech" and they will schedule it.

    I've had a somewhat hit or miss with anyone who shows up (in-house or not), but the in-house guys tend to be better.

    There is no doubt that they avoid teaching anyone about cable cards in order to make sure things don't go well...
     
  10. ninaf

    ninaf New Member

    8
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    Dec 27, 2006
    I was able to pick up the cable cards from the local comcast store. It was easy as pie. After I got them home, I did have to call to activate and then again to get digital channels. Otherwise, it was an ok experience aside from having to make two phone calls.
     
  11. murryamorris

    murryamorris New Member

    123
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    Feb 1, 2005
    Our local Comcast info shows the $5 (in writing) as the equipment charge. Now, that doesn't mean they can't charge the $5 for each cablecard as it is equipment but most areas don't charge that much. At least one cablecard should be free since (at least here) it is written in the digital package that you get one STB free in the package cost. Assuming they are telling you the CC has the same charge as a STB, the first equipment has already been paid for.
     
  12. murryamorris

    murryamorris New Member

    123
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    Feb 1, 2005
    A few of us had similar problems. Took me 3 calls to get 2 CC's working right. Multiple problems. It's usually they don't get them in the system correct, they don't send the signal correctly (may have to send a reset), or the CC's are bad. We had one more problem that we had wind storms that knocked out cable and the signals never came to the CC's. Cable went off and on intermittently so looked like it was up but lost the signals. Finally after a couple of different reset signals, they got it working after a week.
     
  13. murryamorris

    murryamorris New Member

    123
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    Feb 1, 2005
    Wow, that does sound predatory. That's more than I pay for my entire cable service (digital plus CC's but then mine are free here in Seattle). Even with Comcast internet, my bill is only $90.
     
  14. murryamorris

    murryamorris New Member

    123
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    Feb 1, 2005
    I did the install myself but did tell them it was a Tivo S3 and they knew what I was talking about. The final CSR that sent a full reset signal to my second card said the steps they have listed for going through CC setup is a bit different on the Tivo. She was trying to give me instructions for a TV but as soon as I said, no, it's a S3 Tivo she changed to another manual and gave me different steps and resent a signal. Then it authorized fine. She was very good and knew her stuff, unlike the previous person I called at 2AM and she said you just plug in the cards and they will work (yeah, right).
     
  15. keenanSR

    keenanSR Member TCF Club

    909
    2
    Oct 12, 2004
    Santa Rosa CA
    When I called to setup the install for my S3 w/CCs they knew right away what the 2 cards were for. It's just a matter of educating their CSRs, and Comcast doesn't do a very good job of it.
     
  16. aaronwt

    aaronwt UHD Addict

    19,155
    19
    Jan 31, 2002
    Northern...
    The CC setup with Comcast has officially become a PITA. They haven't been able to get it to work so I have to get a tech out here in a 1.5 weeks. I was hoping to have it working with the cablecards before January so I could put in the 500GB drives I bought. I'll need to wait now. Plus Comcast reminded me of why I left them over a year ago. I'm already having billing problems with my first bill and they are trying to charge me more than they are supposed to. Only a couple of weeks back with Comcast and I'm already longing for the day that FIOS is available here.
     
  17. eabhanel

    eabhanel New Member

    2
    0
    Nov 13, 2006
    I'm kind of new to these forums and I tried this in a separate thread, but I think it really belongs here...

    I've been experiencing a problem where I constantly am losing my HBO-HD signal through my two CableCards. I'm in Fort Lauderdale, and here HBO-HD is channel 228.

    When I completely unplug the unit, I'll usually get one (and sometimes both) of the cards to receive 228, but sometimes that doesn't even work, and even when it does, it rarely lasts longer that a day. I can provide any technical details asked, but I'm really not to clear on what some of those special screens mean when you go into the sub-menus for working with the CableCards. When not functioning, I simply get a gray screen, although the TiVo says what's SUPPOSED to be showing. It'll will record shows of 0:00 length when they're scheduled .

    I've called and asked for help from Comcast, but they're of little use, and when I spoke to TiVo technical support, they told me that this was a known issue that was planned on being addressed with the next software release, but was told this wouldn't be done for the Series3 units until all the Series2 (single and dual-tuner) units are upgraded.
     
  18. JPShinn

    JPShinn New Member

    52
    0
    Aug 24, 2004
    SF Bay Area
    I had Comcast come out last night for the CC install. Went smooth as silk, for the most part. The only hitch was that the "home office" was delayed in doing the activation. I guess it was a busy time and not enough operators. In any event, the guys was here a total of 45 minutes and then all was done. Complete activation happened an hour or so later.

    I could not have been happier with the experience.

    John
     
  19. blastoff

    blastoff New Member

    17
    0
    Nov 29, 2006
    Atlanta Comcast installed my two cablecards in my S3. This took two visits, because on the first try one of the cablecards did not work, and he had no extra card (despite the fact that I got the guy to admit that sometimes they go thru 3 or 4 cards to get one to work). Both times the techs had never seen an S3, and had zero interest in looking at the installer sheet.

    In my limited experience here, I would recommend that the cards be done one at a time. Do the test channel thing that comes up and make sure you're getting everything you're supposed to. Then do the next card. Once you back out into the Tivo main menu, you won't be able to access the coded channels until you redo the setup, which will take a little time, so if you do this it might appear like you don't have them. If you got them in "test channels," you got them.

    I want to comment about the pricing, though. I was told my whole setup (HD box for PPV plus 2 cablecards for the S3) would be $5 additional a month. But it's turning out to be more like $30. My first bill is a bit polluted with installation and partial month info, but some of the key charges are:

    $5.00 HD box
    $1.50 per CC x 2
    $5.99 Digital Service A/O x 3 (have not gotten a clear explanation of what this is)
    one of these A/O's was described as "motor hoses" for my internet service. What? These guys did absolutely nothing but initialize two CC's and attached a box to a cable that was ready and waiting. I've had internet service for 6 years without any addl charge.


    that accounts for about $26 a month (a bit more than the $5 I was quoted)

    the installation was $15.70, close to the $15 I was told

    Not too happy with the billing. Perhaps the person I talked to was ignorant, but this seems an awful lot like bait and switch. Talked locally, but could not get a manager. Think I may try the 800 number as some suggested. Anyone locate the franchise authority with Atlanta?
     
  20. joelmoses

    joelmoses New Member

    5
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    Dec 27, 2006
    Here in Nashville, I guess it's done a little differently than most of the postings I've read in this thread. Instead of calling to have them come out and install, the local Comcast reps tell you to go pick up a pair of CableCards at the service shop and install them yourself. We did that yesterday without much trouble.

    The person behind the counter at the service desk did something on her computer, got two cards out of her drawer, did a little something else on the computer, and then scanned the cards. We had to sign a little paperwork, promising to return them if we cancel the service (at a $750 penalty if we don't!).

    We took them home and followed the CC installation kit as well as we could, disregarding the part about calling the numbers in. They, of course, refused to subscribe...

    We called 1-800-COMCAST and explained the situation and, after the first guy immediately transferred us to Home Networking (who had no clue what we were talking about), we got someone who was able to help. He hit one card at a time for us, and -- all channels are present with both cards subscribed. Took maybe 5 minutes once I got directed to the right guy.

    I gotta say, that was surprisingly easy compared to some of the difficulties I've heard people have with the process in this thread.
     

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