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Official Comcast CableCard Thread!

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

  1. Jan 8, 2007 #1721 of 9367
    btwyx

    btwyx Substantive Member

    11,331
    0
    Jan 16, 2003
    Mountain...
    They're new, TiVo may not have noticed they're on the system yet. You can send them a lineup notice http://www.tivo.com/lineup
     
  2. Jan 8, 2007 #1722 of 9367
    subat0mic

    subat0mic New Member

    87
    0
    Jan 7, 2007
    Chicago,...
    I do get "TUNED" and OOB messages are non-zero, increasing....
    However, when I click on "Hunt" , there's no network traffic on the screen.. . I guess i'm not sure what i should see on that page....

    On the "network" screen, I get nothing though.
    0.0.0.0 for IP address,
    UPM 0
    Downstream ID 0
    Upstream 0
    Downstream Unconfirmed

    Is all this normal? If not..
    what should I do about that?
    what should I tell the tech?
     
  3. Jan 8, 2007 #1723 of 9367
    Roderigo

    Roderigo New Member

    531
    0
    Mar 11, 2002
    Brookdale, CA
    Hunt causes it to search for a different frequency for an OOB signal. It should eventually settle back on the frequency where it started. If it's getting OOB signal, then it's up to the cable company to figure out why the message isn't getting to the card itself. I don't have any keywords to tell them to get that part fixed. My guess is that they usually don't debug that problem, but put in new cards until they accidentally get the configuration in the headend correct.
     
  4. Jan 8, 2007 #1724 of 9367
    subat0mic

    subat0mic New Member

    87
    0
    Jan 7, 2007
    Chicago,...
    i hit the "clearing and deleting" option... this sucks... is there any way to abort?
    I unplug, and replug, and it still goes to that screen...

    was trying to reset the cablecard.

    a new tech is supposed to be here in like... now... to fix the cablecards, and the stupid unit is frozen doing this idiot procedure. i just wanted to reset the cablecard and the unit back to factory before he got here, and gave myself an hour to do it.

    anyone done this before? and how long did it take you with a new tivo S3?
    (why don't they give status output, at least a progress bar, or scandisk (fsck) text output, please! or on screen instructions to abort, or... come on tivo!)

    thanks,
     
  5. Jan 8, 2007 #1725 of 9367
    c3

    c3 TiVoholic

    3,067
    0
    Sep 8, 2000
    Silicon...
    No, and don't unplug it. You'll just make it worse.
     
  6. Jan 8, 2007 #1726 of 9367
    subat0mic

    subat0mic New Member

    87
    0
    Jan 7, 2007
    Chicago,...
    I figured it wasn't good, but also figured it was in the middle of an fsck disc check so probably wasn't a big deal... I had only done it because I needed the unit ready for the tech and was hoping it would abort the process... i was wrong. :-(


    This is ridiculous. 3 visits and 10 phone calls hasn't fixed the TivoS3... Doesn't Tivo run seminars or training programs for these people? They obviously haven't been trained on this stuff. This is abysmal. Lets hope they get it fixed for me this 3rd time...

    UPDATE: the checking thingie just finished, only 30 minutes... it's at the "almost there" screen. I guess i'm impatient.
     
  7. Jan 8, 2007 #1727 of 9367
    acc10x

    acc10x New Member

    23
    0
    Mar 9, 2005
    seattle
    which seattle-area office did you pick up the cablecards from? curious if the one on aurora ave has 'em or if i'm gonna have to take a drive out to redmond when the time comes.

    thx!


     
  8. Jan 8, 2007 #1728 of 9367
    SC0TLANDF0REVER

    SC0TLANDF0REVER I Love my TiVo!

    198
    0
    Dec 9, 2001
    Raleigh, NC
    So the Cable Guy shows up today @ 1 - and (no) surprise, he only has ONE Cable Card!!! But as a bonus, he brought his Girlfriend :confused:

    I tell him politely that it won't work, that I need two. With that he leaves and I hop in the car to drive to the local Comcast Office to ask for help IN PERSON.

    The lady there re-schedules an appt and explains how the CCs are doled out - the 'techs' get them every morning for the number of jobs they have to do that day.
    If that's the f'in case, then why didn't they have TWO for my job when the Job Order CLEARLY states TWO CABLECARDS.

    Rescheduled for Thursday 11- 2...
     
  9. Jan 8, 2007 #1729 of 9367
    Peter Creath

    Peter Creath New Member

    20
    0
    Feb 16, 2000
    How are people getting ahold of dispatchers who know anything about TiVos? I had somebody who got very confused by their own product lines: basic vs. standard vs. digital classic vs. digital plus. She also got very confused when I said "in-house tech" and after fighting with her computer for a little while, accidentally hung up on me. On the plus side, I called back to make sure the work order specifies 2 cablecards, and it does.
     
  10. Jan 8, 2007 #1730 of 9367
    subat0mic

    subat0mic New Member

    87
    0
    Jan 7, 2007
    Chicago,...
    cable techs are here now.

    cablecard two works great, all channels in my lineup appear to work.
    cablecard one is black screen, not "connected" they keep hitting it and it doesn't change. They put both cards in at once... because they didn't think it would matter. the guy doing this is supposedly "the guru" of getting tivo s3's to work with comcast cablecards....

    never got an error code....

    one difference, the new cablecards they brought are the blue/purple motorola cards. The old (broken) cards are the red motorola cards (POD2000)...


    UPDATE: Both cablecards work now. (woohoo!) they just needed to wait for the "hits" to go through. apparently comcast serializes these hits, and they can back up quite a bit (the tech said he's seen the queue as large as 200 "hits" long)... I finally did get several of the error codes, since they did hit my cards a few times... :)

    Moral of the story,
    1.) don't use the red cards (POD2000), the techs say different cards work in different TVs/Tivos/units
    2.) make sure the tech verifies you even have a signal and that analog/limitedbasic cable works.
    3.) before they leave, check every area of your lineup, limited basic, expanded basic, digital, premium channels (hbo, stars), and your HD channels for each of those areas... :D
     
  11. Jan 8, 2007 #1731 of 9367
    toddc

    toddc New Member

    176
    0
    Jun 11, 2002
    Near Boston
    Had no problem ordered Cable Cards 12/27.

    I had to convince the person on the phone that the TiVo was not a TV and that it took 2 cablecards and that it was cable card compatible.

    The tech showed up first thing Tues 1/2 and we went through the setup together.
    This was the first TiVo in my area (Franklin, MA) according to the tech.
    He said it was MUCH easier than the TVs.

    I had no problem and I have been up and running since then.
     
  12. Jan 8, 2007 #1732 of 9367
    QZ1

    QZ1 New Member

    290
    0
    Mar 24, 2003
    S.E. PA
    Someone mentioned asking for an 'in-house tech.', and I thought it might confuse some CSRs.
    I am thinking it is better to ask for the 'technician to be a Comcast Employee'. If they ask why, say 'because CC installs can be complex'.
    Do you think that is the best phrasing?
     
  13. Jan 8, 2007 #1733 of 9367
    Gregor

    Gregor Active Member

    46,740
    14
    Feb 18, 2002
    I tell the the truth. I want a Comcast Employee because I have not been happy with the service given by Comcast contractors. The employees I've had here have been willing to go the extra effort to fully resolve the problem. The contractors seem to want to a half-assed job so they can get on to disappointing the next customer.
     
  14. Jan 8, 2007 #1734 of 9367
    chrishicks

    chrishicks Tivo Junkie

    570
    0
    Dec 30, 2003
    MI
    UPDATE!!!

    after a few more calls just like those above I just gave up and started using the S3 as a dual tuner analog recorder today. then, just for giggles I have my wife try and give them a call. guess what...she has the luck of the Irish. she gets a very nice lady who with absolutely zero hassles tells her "sure you can have 2 CCs." she then tells her she noted our account and that we can pick them up at our local office. woohoo!! then about 10min. after they hang up Comcast pops up on our caller ID. first thing out of my mouth is "welp, there goes our CCs". nope, come to find out our local office doesn't have them so they're being delivered by an installer from the warehouse or something like that. I think "well here's where they're gonna get us" but again the lady sets everything up nicely. free installation + a discount on our other receivers because of the hassle. I swear my wife has all the luck. :D

    Comcast guy will be here Sat. did I say WOOHOO!!!!!?
     
  15. Jan 9, 2007 #1735 of 9367
    OzDave

    OzDave New Member

    13
    0
    Dec 10, 2006
    Boston
    Roslindale, Boston, MA
    I have had problems with the first CC since the Comcast guy installed them at the end of Nov. It seemed to be working when he left, then I noticed not all channels came in on it. Checking the Conditional Access screen, it said Auth: unknown.
    As I need to take time off work for Comcast to come around, I wait till near christmas to call them. I called them, and of course, a tech needs to come out. He makes a couple of calls back to the office, it seems that one of the numbers were wrong on their end. They correct it, and hit the CC, and Auth changes to SUBSCRIBED. He explains the channels take a while to all come in. Some channels come in, so he leaves.
    During christmas I had visitors staying, and they keep seeing a CC screen coming up while watching TV. They said just press Clear and it goes away. I didn't pay too much attention thinking that it is still loading channels. As it turns out, the 1st CC did have a problem. Although it said subscribed, it had Host Validation: Unknown 00
    Calling ComCast again today, and they guy hit the card again, but nothing happened. He suggested turning it all off, removing the cards, wait a while, and then re-insert and start the TiVo back up again. He said if that doesn't work, they will need to send a tech. out.
    So I tried all that, and now both CC don't work. Checking the pairing screen, I see that all numbers are the same to what they where when the tech originally installed the CC in Nov, EXCEPT for Data.
    Reading the forums, I had seen that other people had luck with validating the numbers with a ComCast rep on the phone, so I called them again. Told them what was up, after a noticable sigh, he said there is nothing they can do, they need to send out a tech. I told him I have all the numbers to re-verify. But he wasn't going to budge. He told me I need a tech to fix the issue.
    So, more vacation time off work to get this going. Like many readers, I am very ready to send the whole S3 back to TiVo and go back to using my S2 with a normal cable box. It seemed to "just work".
     
  16. Jan 9, 2007 #1736 of 9367
    OzDave

    OzDave New Member

    13
    0
    Dec 10, 2006
    Boston
    Don't know if it makes sense that pulling them out would screw them up, but it did to me. My Data numbers are different on the CC Pairing screen. And, like your wife, I was instructed to do so by the ComCast support people.

    The CCs in my unit are red.
     
  17. Jan 9, 2007 #1737 of 9367
    OzDave

    OzDave New Member

    13
    0
    Dec 10, 2006
    Boston
    I just tried out ComCast's LiveChat. Here is the transcript, names changed and numbers removed:

    advanced_too_log> user Randy has entered room
    advanced_tool_log> analyst "K.G." has entered room
    Analyst> Hello Randy, and thank you for contacting Comcast, I will be assisting you with your troubleshooting today, what can i assist you with?
    Randy> Hi, I have two CC and one was not functioning. I called custmer support, and they suggested I remove them reboot the TiVo. Unfortunatly, the values for Data have changed. I have the new numbers. Can you enter them and re-hit the CCs?
    Randy> Card 1: NGxxxx-Axxxx Data: xxx-xxx-xxx-xx
    Randy> Card 2: NGxxxx-Axxxx Data: xxx-xxx-xxx-xx
    Analyst> Okay one moment please
    Analyst> For security purposes can I get your last for digits on your SSN or the full account number please
    Randy> xxx-xx-xxxx
    Randy> that was my SS#
    Analyst> I apologize for the inconcenience but in regards of this issue you will have to contact TiVo for further assistance as this not an issue with the comcast products or services
    Anaylst> Is there anything else that I can assist you with?
    Randy> no
    Analyst> Thank you for contacting Comcast. <snip>

    I was just stunned by the response to think of anything to say.

    They also provided a link in the closing 'thank you' to a FAQ, which not surprising does not work:
    http://www.comcast.com/Corporate/Customers/FAQs
     
  18. Jan 9, 2007 #1738 of 9367
    bicker

    bicker bUU

    10,382
    43
    Nov 9, 2003
    Georgia
    Your experience was just like mine, except I took the 30 day money back guarantee to heart, and returned the S3 before it was too late. Your point about the solution needing to "just work" is critical. Most customers don't care why your product doesn't work. They just want it to work, and if it doesn't, then they don't want it.
     
  19. Jan 9, 2007 #1739 of 9367
    9300170

    9300170 Member

    191
    0
    Feb 20, 2003
    Tempe, AZ
    I had my comcast cable cards installed two weeks ago. It took the techs about 15 minutes and I've had no issues since. Sounds like I'm one of the lucky ones?
     
  20. Jan 9, 2007 #1740 of 9367
    Warlord46

    Warlord46 New Member

    49
    0
    Dec 2, 2006
    Miami, FL
    You are exactly right. A simple but profound statement of fact, obvious to anyone who has ever bought anything that did not work - which includes most people over the age of 18. If Comcast, as the consumer's only source for cable cards, can sabotage an S3 so that it does not work at all with scrambled signals (which they can do by refusing to give provide cable cards, or refusing to program them, or hassling the customer until they return the S3, as this forum has documented to the nth degree), what's the typical consumer to do? Rent a Comcast DVR, of course, which Comcast is quick to remind you of. If you are a Comcast employee or stockholder, what's not to like about that corporate strategy? A dollar made sabotaging the competition is just as valuable as a dollar made selling a better mousetrap.

    Any informed person posting to this forum who blames Tivo for these CC hassles is most likely a Comcast employee or stockholder. For the rest of us, Comcast's sabotage strategy is too open and obvious to miss.
     

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