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Official Comcast CableCard Thread!

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

  1. subat0mic

    subat0mic New Member

    87
    0
    Jan 7, 2007
    Chicago,...
    more likely, a flaky comcast. in my case it took comcast 3 attempts (over 3 days) to get it right, and none of it had to do with the Tivo.

    1.) they didn't verify the cable had a signal
    2.) they didn't verify digital channels worked before they left (HD works, so you must be good! yeah right.)
    3.) they changed out the red motorola cards for blue cards after which "hits" started working... the red cards I had (for whatever reason) weren't accepting any of the "hit" broadcasts. it's entirely possible comcast had the wrong numbers, but i wasn't able to find out if this was true.


    The tivo was never the problem (unless there's something about it's software that made my red cards not listen for "hits"... doubt it)...

    Just one case where lots of trouble has nothing to do with the Tivo, doesn't mean it couldn't be the tivo's fault for other people...

    As a good end to my story, we did get refunded our $25 install fee after my wife called to complain.
     
  2. QZ1

    QZ1 New Member

    290
    0
    Mar 24, 2003
    S.E. PA
    You know what is silly is that even Comcast has dual-tuner DVRs, and they are just one outlet, of course. So, when you get two CCs for one dual-tuner DVR, by the nature of the CCs, one CC can't be removed and installed in another TV/DVR (outlet), it stays at one outlet. Sometimes, explaining this helps resolove the billing mistake.
     
  3. jdebord

    jdebord New Member

    40
    0
    Jan 15, 2002
    California
    In regards to my install yesterday (Cable Card #1 receiving all purchased programming; Cable Card #2 receiving analog and local HD only), they are supposed to come out with a replacement Cable Card for slot #2 today. Hopefully that will get everything working properly.

    Jason
     
  4. jdebord

    jdebord New Member

    40
    0
    Jan 15, 2002
    California
    Still no success.

    The new tech brought one cable card. I put it in and got the 161-1 error. Pulled the card out and there was a big dent in it.

    He spoke with various people for the time he was here, none of whom seemed too familiar with cable cards, and totally unfamiliar with TiVo Series 3 (one guy kept asking how old my TV was and to turn it off and on again).

    We tried unplugging the TiVo and removing both cards, then putting them in one at a time. Long story short, nothing changed in the long run - my Cable Card #1 still gets everything it should; Cable Card #3 gets analog and local HD only.

    They set up a third appointment for tomorrow, and the onsite tech said he'd try to get another cable card from another tech into this evening if he could.

    To their credit, everyone seems to be trying, but I still think the problem is not inside my house, but however they set it up on their system. I don't think the card is bad, or I wouldn't get anything, I would think. I read this topic - http://www.tivocommunity.com/tivo-vb/showthread.php?p=4754023&highlight=1611#post4754023 - but am not sure how to translate that information into getting results. Calling Comcast seems to be a crap shoot.

    Any advice appreciated.

    Jason
     
  5. Hokie4Life

    Hokie4Life New Member

    5
    0
    Apr 14, 2003
    Ashburn, VA
    Update from earlier post:
    Stopped by my local office on the way home to explain the problem. The nice lady at the front desk told me that she'll have their CC "guru" take a look at the issue and give me a call later tonight. I gave her the Auth code message (MISSING_PROGRAM_REKEY).

    About a half hour or so later, my wife calls to say that all of a sudden, there's a 161-4 error. From what I've been reading, this is a good thing. Shortly thereafter, we were getting our digital channels (and HD+ pkg) on one of the cards. I checked the Conditional Access screen and found that CC1 was subscribed and CC2 wasn't. Called support and was told that only 1 outlet was subscribed to the digital and HD channels. I explained that there's only 1 outlet in use and that the 2 CC's were being used in the same device. She corrected the mistake on my account and sent another signal to the card. I'm keeping my fingers crossed that we'll have all the channels we're paying for soon. I'll keep you guys posted.
     
  6. titsataki

    titsataki Member

    94
    0
    Dec 6, 2002
    New Haven, CT
    hey guys finally my tech showed up and it was a contractor that kept complaining that they do not do cable cards only Comcast folks do those. they tried again and again but nothing happened. Finally they left saying that their supervisor (Comcast employee) will call me. I was like sure. But i was wrong and he did call me we worked a while but I still only get analogs and non scrambled HD. I have 2 more digital boxes for my other TV's but I think I am in the same boat with Hokie4Life I think only 2 have digital. I will call them tomorrow.

    By the way how do I get to the Conditional Access screen ?


    In my cable card config menus in the host id screen I see the serial number it says authorization received for both cards.

    under the SA CP screen under auth status I see CP Auth Received.
    Decryption status No ECMs detceted

    Same for both Cable cards. I am guessing that I have no digital since they gave me no set top receivers?

    Regards

    Nick
     
  7. blastoff

    blastoff New Member

    17
    0
    Nov 29, 2006
    Yeah, well, that was this morning. Tonight I check in and I guess after they "fixed" my bill, my cablecards are not working now. I know someone else posted something along those lines.

    Ended up talking to 5, count em, 5 reps tonight, finally insisted on talking to someone who really knew their stuff backwards and forwards, and amazingly they were able to find such a person. He laid it out for me. In Atlanta, it's going to cost you $5 for the HD service (listed as "equipment," of course), plus the cablecards are a $1.50 "Tivo" charge + $5.99 each, or about $20 additional a month to get this setup to work in Atlanta.

    As soon as the guy added the charges back to my account, and I mean immediately, the cablecards worked. Didn't have to hit them or anything. It is attached to the billing.

    If I could talk to myself a month ago, I would say "DON'T GET THE S3." F***! $240 a year extra to do this.

    And hell, Comcast just bought Tivo for Chrissake!

    I give up.
     
  8. CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
    1
    Feb 28, 2001
    North...
    I see no reason why you should believe this guy, even if he did sound assertive. His policy as stated is contrary to general Comcast philosophy and would probably eventually be found to be illegal. There are provisions that they can't charge more for connecting third party equipment then they do for their own equipment, though I believe it's unclear when those provisions take effect.

    It sounds as though Atlanta doesn't have a cablecard policy and people are making it up as they go, even at the upper levels. They need to talk to the national offices in Philadelphia.

    I can see two avenues you could pursue if you want. In both of them you should document (with names and contact information if you have them) the conflicting information you've gotten and what is happening. The first, and perhaps better, is going through your local franchising office (probably part of either your city or county government). Their address should be on the yearly statement of rates that Comcast is required to make available. They're not responsible for the rates or keeping track of them, but they are responsible for making sure Comcast has consistent rates and doesn't discriminate. If you can get the franchise office to get Comcast give them a statement of their policy in writing, I suspect most of your problems will clear up.

    The second is to contact the national offices. There's phone numbers posted early in this thread, and there are physical mail addresses around. Just politely point out and document that the Atlanta office is inconsistent internally, and inconsistent with Comcast in the rest of the country.
     
  9. jdebord

    jdebord New Member

    40
    0
    Jan 15, 2002
    California
    My situation has actually gotten worse instead of better, so I started my own topic on it - LINK

    Jason
     
  10. Joe-user21

    Joe-user21 New Member

    28
    0
    Jan 11, 2007
    Hi all - Long story short, I had an aborted attempt earlier this week (I'll post later..), and have ended up with 2 CC's giving me "MISSING_PROGRAM_REKEY".
    The tech is coming tonight (Thursday) to try again.

    So, my question to y'all is: EXACTLY which numbers does Comcast really need?
    I assume they need the "Serial #" for billing and tracking the CC inventory.
    But for service?
    Host: I assume they need this
    Data: I assume they need this
    CableCard # vs. UnitAddress: which of these do they need?

    I apologize if this was already discussed; this thread is loooong.
    Answers or pointers to prev posts are much appreciated!
     
  11. titsataki

    titsataki Member

    94
    0
    Dec 6, 2002
    New Haven, CT
    where do you guys see the MISSING_PROGRAM_REKEY.
    I have to scientific atlanta CC's and I do not see anything like that.
    Is it like equivalent to

    Decryption status: No ECMs detected

    By the way they need 3 numbers host id, the cable card number of the card itself and the TM number. Mine say that they are authorized but still no digital and HD with encryption(only analog and HD locals).

    I talked to a lady on the phone and she did something and now it seems that one says decryption status ok on one but they do not say authorized any more. they are sending a guy out but not until tuesday. bummer....

    Any ideas?

    Nick
     
  12. CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
    1
    Feb 28, 2001
    North...
    MISSING_PROGRAM_REKEY is a Motorola CC status so you wouldn't see it. It's more fundamental than Decryption status; you need to get it fixed even to see "in the clear" channels.

    I can't help you with SA cards. Good luck!
     
  13. SC0TLANDF0REVER

    SC0TLANDF0REVER I Love my TiVo!

    198
    0
    Dec 9, 2001
    Raleigh, NC
    Calling Comcast now.

    This is literally the fastest Ive ever had someone pick up the phone when I called. As soon as I hit the option to speak to a CCC, there was no ring, the CCC picked right up. A young man by the name of Kane picked up and I think he thought that I was being sarcastic when I told him "that was the fastest I've ever had someone pick up".

    I asked for his help (I find that approach works wonders instead of huffing and puffing) and expressed how frustrated I am becoming (already am).

    He said that the tech is stuck at his other job and that he could be here in an hr. I have an appt to keep @ 12.30 so I asked for a 2-5 appt...

    The tech came back to state that he could make it during that time and that he *does* have the CCs.

    Sacre Blu!
     
  14. QZ1

    QZ1 New Member

    290
    0
    Mar 24, 2003
    S.E. PA
    There is no Tivo fee per se, that $1.50 is for 'two CCs in one non-Comcast DVR'. If this Tivo is on a secondary TV, then the $6 is correct, unless you only want Basic (Locals), otherwise, explain that it is two CCs for one DVR. (It sounds like they have the billing code for it, $1.50, so it shouldn't be a problem.)

    I keep hearing about this $5 HD STB fee, that they try to pass off as for the HD channels as well. Tell them to remove the HD fee, they will probably say that you will lose the HD channels, but I bet you won't, as I have never heard this before.
    The reason you won't lose HD, is because the HD channels are already part of their respective services.
     
  15. jdebord

    jdebord New Member

    40
    0
    Jan 15, 2002
    California
    Yes, this is on the Motorola card. I had the same status on one of mine - it appeared in the "Auth" field (when one was working, it said "SUBSCRIBED" or something like that...

    Jason
     
  16. CharlesH

    CharlesH Member

    1,061
    1
    Aug 29, 2002
    Sacramento...
    I ended up with one of my Motorola cards with this status, and a phone call to Comcast asking them to send an "initialize" signal to the card cleared it up. This is not the ordinary "hit", and I had to insist that this specific signal be sent, since at first they said that there was only one kind of signal they could send.
     
  17. Mike Farrington

    Mike Farrington Active Member

    3,778
    0
    Nov 16, 2000
    Part 1 - The Recap:
    The first time the cable contractor came out and installed my CableCARDSs, he left without them being authorized. He felt that the guy he was talking to at Comcast didn't know his stuff and that a more senior tech would call me back later to get the cards authorized. Of course, that call never came (big surprise). Call a Comcast CSR, she apologies for the contractor leaving before the job was done. Credits my account the $40 install fee. Tries to reconfig the cards, but she just declares them to be bad cards and reschedules for a tech to come out two days later (Today).

    Part 2 - The Horror, The Horror:
    Same contractor comes out, swaps one card and keeps keeps the same one there (but he did come with 3 new ones). Anyway, he installs the cards and calls a Comcast engineer to get things working. The Comcast engineer couldn't be ruder (overhearing everything on the NextTel). Basically the Comcast engineer insists that everything is configured properly and basically told the contractor at my house to bugger off. Why? Because today is the day of a massive lineup change. And I mean massive. The channels added/changed/moved message I got on my S3 was damn near 15 pages long. They added a whole crapload of channels (woohoo, lots of new HD channels). But in the end, still no "CP Auth".

    Both the contractor and I figured that if the hit was sent, it could be stuck in a massive queue due to all the STBs being sent new channel mappings today. That, and the Comcast engineer was being a real A-hole on the phone and didn't sound like he gave a rat's ass.

    So here I am, same as Tuseday. Two CCs that aren't authorized (except now, one of the cards has a weird message that I have to lookup - something about the PowerKey not being right).

    Sigh.

    I guess I'll call a CSR tonight. Have them try and hit the cards. If that doesn't work, I'm going to insist they send a senior tech, not a contractor that doesn't have any pull.

    I'm so busy at work this week (I work from home). I can't have the cable techs taking up an hour of my time every other day. At least it has been around lunch each time, so that isn't so bad.
     
  18. SC0TLANDF0REVER

    SC0TLANDF0REVER I Love my TiVo!

    198
    0
    Dec 9, 2001
    Raleigh, NC
    OK - the cable guy came while I was @ my afternoon appt instead of 2-5 like I asked. My roommate watched him install the card and there were no error messages. He didn't know to check the HiDef stuff before letting the installer leave. They only checked analog/digital.

    I get the analog channels, the digital tier - but no HBO of HiDef (Discover/MHD, etc...). I just called Comcast to insure my 'package' didn't change.

    Anyone have any suggestions? I re-ran guided setup, to no avail.

    I just looked @ the CC screens -

    CC1:
    Auth Status: CP auth Rec'd
    Prog #: 1
    CCI Byte: 0x00
    ECM count: 0
    EMM Count: 0
    Decryption status: No ECMs detected
    Powerkey status: Not ready - Waiting for EMMs
    EID:0x0
    MKS Period:100 sec
    KSE count: 0

    CC2:
    Auth Status: Waiting for CP Auth
    Prog #: 8
    CCI Byte: 0x00
    ECM count: 0
    EMM Count: 0
    Decryption status: OK
    Powerkey status: Ready
    EID:0xffffff
    MKS Period:100 sec
    KSE count: 0
     
  19. danitaz

    danitaz New Member

    98
    0
    Oct 15, 2005
    Quite honestly, it's possible that your "package" did change - I was not properly provisioned for HDef, but I was for HBO, so I got all of the channels EXCEPT for the HDef channels. After two calls and another service call it was determined that I didn't have the proper "rates" (Comcast lingo for my package wasn't set up properly), and it was fixed. This is something they should be able to fix over the phone.

    Danita
     
  20. joe mama

    joe mama Member

    31
    0
    Oct 29, 2002
    SJ, CA
    Same thing happened to me yesterday. My wife took the tech's word that everything worked fine... It doesn't. I get no HD, except for locals, and no SD Premium. This is my 2nd S3, the first one works fine. I have another appointment on Saturday. :(
     

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