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Resolving issues with cable card and Comcast

Discussion in 'TiVo Roamio DVRs' started by ToastyZ71, Apr 13, 2014.

  1. ToastyZ71

    ToastyZ71 New Member

    37
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    Sep 26, 2013
    So I'll try to keep this short, but it's been quite the ordeal with my new Roamio and cablecard(s) (first Roamio was deffective, would not get out of Guided Setup, first two cable cards were either unable to be paired or completely dead with 161-1 errors) Soo finally, on cablecard number 3, the tech on the phone with comcast (cable card support line) was able to activate the card. -getting Con:Y, but Val: was ?. Tech said it could take awhile for that to update and for me to get channels. I'm now getting everything but the premium channels (HBO, Showtime, STARZ, etc) and OnDemand programs. - attempts to watch both of these pushes me to the cable card grey/black screen.
    Val: field never went to V, still is ?.

    I called the cablecard line back, and the first tech I spoke with said the card was activated in their system for a 'Motorola' box, not a Tivo. He said he would change the information and we would be good. Next thing I know, I have NO channels and Con: field is back to No. he tried re-pairing hits, etc but then after about 20 min, he either hung up or the phone system did. I called back again, and this time the woman I talked to insisted that the card was active in the system and the card must be deffective. I couldn't get her to send any more hits, she said it could damage the card? She insisted on setting up a tech visit.

    Finally, I called back one last time, and explained the issue yet again. At first, the tech said that the Data ID in the system did not match what I provided, and every time she tried to update it, it reverted to the incorrect one. She did send a couple hits, and after about 10 minutes, it finally has come back to Con:Y but Val: is still ?, and I am back where I started with the normal channels working and the premiums/OnDemand kicking to the CableCard screen.

    Whew... I certainly tried to make that short, sorry!

    So, recap - I'm getting Con:Y, but Val: ? and the techs I spoke with couldn't seem to get the Val field to be V, resulting in no premium channels and no OnDemand.

    So now I am not sure what to do. I don't really want to have to get a new card - I don't think that the card is the cause? - The card is also already on the 6.25 firmware (motorola) so all 6 tuners are already working, so no fussing with getting that fixed. (not to mention the debacle of having the card deactivated by a tech trying to get it fixed)

    Any suggestions?
     
  2. lgnad

    lgnad Pantless Mofo

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    Feb 14, 2013
    Massachusetts
    keep calling and play rep roulette.

    My most recent experience, my Roamio took more than four calls over two and a half days before one of the "cablecard experts" was able to set me up correctly. Each call ended with "just wait a while and it'll be all set" or "Im not allowed to do anything more" or "i will roll a truck you must have a problem there" even though it was apparent they hadn't setup everything right.

    I swear they must still run things on systems that use punchcards and magnetic core memory, or maybe they just hire homeless people off the streets and put them on the phones.
     
  3. reneg

    reneg Member

    711
    3
    Jun 19, 2002
    Trust your gut. A truck roll won't help. It sounds like a Comcast issue.

    Here is what I would try:
    1) Call the Comcast Cablecard hotline on a weekday during the daytime
    2) Call Tivo Support, they can usually get a conference call with Comcast support
    3) Send an email to the Comcast Cares.
     
  4. ToastyZ71

    ToastyZ71 New Member

    37
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    Sep 26, 2013
    Hah. Well somewhere last week I did send an email to the comcast cares address, but apparently I forgot which email address I sent it from. Just checked it and I got a response from someone, so I sent an email back explaining the issue. I'll have to call them on Monday, but I won't be at the Tivo to check it's status when I call. -It's worth noting that I did indeed get stuck calling the Cablecard hotline after 6PM CST every time, so yeah it seems like I was getting the regular activations department.



    -should I presume that they just need to send another validation hit to the box, or is the account not set up right, perhaps?

    Oh, and just as a precaution, I double checked the SNR and signal level - SNR was coming it at 34-39 on most channels, and signal at 90-100%, which I have seen is at the upper end or higher for best signal metrics, so I put a 4db cable tap inline to bring most channels to 30-35 SNR, and 88-95% - perhaps that will help.
     
  5. jrtroo

    jrtroo Chill- its just TV

    4,178
    40
    Feb 4, 2008
    Chicagoland
    I had this happen with a Premiere. The cablecard CSR needed to have someone in their tech support group flip a code that they did not have access too. Keep complaining, reneg has it right.
     
  6. leswar

    leswar leswar

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    Apr 14, 2005
    My experience was to get the billing department to authorize the premiere pay channels and all was good.
     
  7. ToastyZ71

    ToastyZ71 New Member

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    Sep 26, 2013
    Well, tech number one hit dead end and scheduled tech. Called Tivo support just to see if there was anything they could suggest, they conferenced comcast, relayed what i had said and that the cablecard was not paired, and left me on the line with comcast, as we speak. This is not looking good :/
     
  8. ToastyZ71

    ToastyZ71 New Member

    37
    0
    Sep 26, 2013
    Well, still no luck, but I'm now no longer getting the cablecard activation screen on premiums or OnDemand, but still says channel unauthorized on premiums, and the OnDemand is now exhibiting the watch for 5 seconds then freeze symptoms. Conditional access still shows Val:? though. Argh.
     
  9. HSW

    HSW New Member

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    Oct 24, 2003
    Chicagoland
    I've been through this many times with many TiVo's. Sometimes you just have to keep trying new cards. If that fails, then you have to send the TiVo back. My last Premiere was defective and a replacement unit took the pairing on the first try. I am picking up 2 new Roamio's on Wednesday, and I'm prepared for the worst.
     
  10. ToastyZ71

    ToastyZ71 New Member

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    Sep 26, 2013
    In prep for tech visit, i picked up 2 new cable cards. May try calling and activating one of those. (They're newer model cards, too)


    ... Nevermind, I totally didn't pay attention that they gave me S cards... :(
     
  11. tarheelblue32

    tarheelblue32 Active Member

    3,649
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    Jan 12, 2014
    Raleigh, NC
    That's a problem.
     
  12. ToastyZ71

    ToastyZ71 New Member

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    Sep 26, 2013
    Yeah. I took them back. Lady at the counter said "Oh? They told us they all work the same" ...oh geez
     
  13. tarheelblue32

    tarheelblue32 Active Member

    3,649
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    Jan 12, 2014
    Raleigh, NC
    DOH!
     
  14. ToastyZ71

    ToastyZ71 New Member

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    Sep 26, 2013
    Yep. now to cross my fingers that the tech can fix it with a phone call, or he has another M-card
     
  15. tarheelblue32

    tarheelblue32 Active Member

    3,649
    6
    Jan 12, 2014
    Raleigh, NC
    You can call up your cable company and tell them to write in the work order for the tech to bring extra multistream CableCards with him.
     
  16. TEG

    TEG New Member

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    Apr 8, 2014
    Whidbey...
    After about 3 calls trying to get the card paired, I called (877)761-5015, option 3. It is the Comcast National Repair number. Just tell them the problem you've been having pairing, and that you would like them to verify that all the information is correct for your TiVo and Cable Card, all 5 data values.
     
  17. elbaz

    elbaz New Member

    8
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    Nov 12, 2007
    Good luck, they were finally able to get my new Roamio up and running today. This is after loosing my Friday evening, a good chunk of Saturday and some of Sunday. I've practically memorized the pairing info from repeating it so many times. I should not be this hard.
     
  18. ToastyZ71

    ToastyZ71 New Member

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    Sep 26, 2013
    TEG, Thanks for that.

    I called up and actually got to talk to someone, I figured they'd be closed already. The guy I talked to (first guy in all of this without an overseas accent!) took the info, looked at my account and said "wow" ... my account is apparently all a mess with cards added/removed/yada yada. He's going to have to clean up the account and get it straightened out, but seems to agree that it's an account/billing code issue. I've got his direct number and he's supposed to be calling me tomorrow. Fingers crossed.
     
  19. chiguy50

    chiguy50 Member

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    Nov 9, 2009
    Atlanta, GA

    Sheesh, the things some people get off on!:rolleyes:
     
  20. ToastyZ71

    ToastyZ71 New Member

    37
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    Sep 26, 2013
    Weeeeeee!

    I got a call back from Michael at Comcast while I was at work, saying that it should be all set and working. When I got home, I was able to verify that the card was paired successfully (Val:V) and all of the premiums and VOD are working. Michael was awesome to deal with, and also told me to keep his number in case I have cablecard issues in the future.

    So, thanks for the tip on the national number, TEG, it was exactly what I needed. No truck roll for meeee!

    Now to get my Mini's set up.
     

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