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Tivo Roamio with Comcast: VOD freezes. Problem solved!

Discussion in 'TiVo Roamio DVRs' started by beevik, Sep 11, 2013.

  1. .mak

    .mak New Member

    Feb 7, 2008
    Xfinity On Demand finally showed up for me, took a couple of hours.. but it kept freezing after 2-3 seconds. I called 877-405-2298 and asked them to put the "Tivo AO billing code" on my account because VOD was freezing and, after maybe 5 minutes, VOD was working great.

    Just another successful call to add to the bunch.
  2. Drmunk

    Drmunk New Member

    Mar 8, 2007
    Thanks for posting the phone number. My first CC issue took 4+ hours. This time took less than 5 minutes!
  3. acr870

    acr870 New Member

    May 19, 2007
    This also helped fixed my problems. I moved my cable card from a HD to a XL4 this weekend. After 3 calls to tech support, VOD and some select channels did not work. In each call, I started with the fact I changed the cable card from one device to another. I then went to chat, told them what this forum said. The told me to call 1-877-405-2298 because I needed to repair my cable card with the new device. Called, a live person picked up immediately. They input the device information and all problems were resolved 30 seconds later.

    So, the final solution took 2 minutes to resolve. Only a couple hours invested in talking to other tech support people, including the "tivo specialists".
  4. Starfury9

    Starfury9 New Member

    Nov 1, 2013
    I was also experiencing this issue. It would work for 2 or 3 seconds and then stop.
    I called in the number for troubleshooting and they had no problem adding the additional codes to my account. As soon as that was done, my streaming from Comcast works flawlessly.
  5. KevinG

    KevinG New Member

    Sep 3, 2003
    So, here's my story (it doesn't end well, or at least it hasn't yet).

    When I initially set up my Roamio/Mini about 1.5 weeks ago, after all was up and working, I called the cablecard hotline and told them that VOD was freezing. The person who answered said, "Oh, I know what's wrong. Give me five minutes." In about 2 minutes, she came back on the line and said, "Try it now." It worked perfectly.

    Fast forward to about 5 days ago when I called to complain that after I had returned one comcast DVR and two cable-cards, my billing was still all screwed up and they were mis-charging me for various things. It took almost a half day until I was finally given a call back by a supervisor who agreed with everything I was saying, and he fixed the account correctly. Except, two days later, I realized that I was back to freezing VOD.

    Yesterday, I decided to try to get it fixed again.

    5:40 PM, Call the cablecard hotline. "Oh, I'm sorry, I can see the problem is that you don't have the VOD code on your account, but we are unable to fix that here. Only the billing dept. can do that. Can you hold while I transfer you?"

    6:00 PM Billing dept. finally answers the call. He has absolutely no idea what I'm talking about. At 6:20 PM he tells me that he is going to escalate to a supervisor, and says that it will absolutely be fixed within a half hour, and he will call back in 45 minutes to make sure all is well.

    7:20 PM It still doesn't work, and I haven't received a call back. So I call the cablecard hotline again, hoping to win the CSR roulette game. "Oh, I'm sorry, I can see the problem is that you don't have the VOD code on your account, but we are unable to fix that here. Only the billing dept. can do that. Can you hold while I transfer you?" I say "No, I just went through that, and it doesn't work." She explains that she knows exactly what the problem is, and she will wait on hold with me to explain to the person in the billing dept. what has to be done. I'm in disbelief, and ask her to clarify. She promises that I won't have to say a word to the billing dept. other than to confirm the account.

    7:45 PM Billing dept answers the call. Guess what? She wasn't there when the billing department picked up the call. And, once again, I'm dealing with someone who has absolutely no clue what I'm talking about.

    8:15 PM He tells me that he is going to escalate to a supervisor who is "the best they have" and that the supervisor would call me back when it is fixed. I asked them to not bother with the call back, since it was time to put my kids to bed, and to just make sure that it was fixed properly.

    It still doesn't work this morning.

    At every step along the way, I explained to each and every person that in addition to the "VOD billing code", I also need the "Tivo Premier" or "Tivo AO" billing code. No one has any clue what that means, and they all say that it is properly set up, and should work fine...

    Are we having fun yet?
  6. skid71

    skid71 New Member

    Mar 20, 2013
    I can totally empathize. It took almost 2 months for us to get Comcast VOD working. A total of about 8 calls and 4 chats. One day I was just lucky enough to speak to a person that knew how to fix it.

    I think it's a crap-shoot, dumb luck, whatever you want to call it.

    Be patient and committed and you'll get there.

    Best of luck.

  7. KevinG

    KevinG New Member

    Sep 3, 2003
    I've sent off an email to we_can_help@comcast.com, and pointed them at this thread as well. Hopefully they are able to help...The only other time I contacted them about an issue led to the most positive experience I've ever had with Comcast, so I do have high expectations. :)
  8. skid71

    skid71 New Member

    Mar 20, 2013
    Please report back with any success/lack thereof.
    I'm sure there will be other TiVo users that would find it useful.

    Hope it works, good luck.
  9. KevinG

    KevinG New Member

    Sep 3, 2003
    Well, I'm back to report me experience with we_can_help@comcast.com.

    Failure. They can't see this thread, as it is blocked by their firewall. Maybe we should start a thread on the comcast support forums?

    Anyway, after talking to supervisors, and a million other things, the best they are able to do is send out a technician. I explained that this was useless, but I was told that the techs have access to all of the billing codes and will be able to fix it if that is what the problem is...I don't have high hopes.

    That being said, they also couldn't get me a weekend appointment until a week and a half from now...which means I have a week and a half to play CSR roulette to prevent the useless truck roll.

    One more thing, though...the point may be moot. As I was setting up to troubleshoot with the executive support person, my Tivo's starting getting C133 errors like everyone else across the states. Since I'm still in my 30 day return period for my lifetime support on my Mini and Pro, I'm very seriously considering just going back to my reliable S3s.
  10. KevinG

    KevinG New Member

    Sep 3, 2003
    So, since I have nothing but time (until the useless truck roll), I decided to try the cablecard hotline at least once per night that I am available.

    Each time I do this, I plan to take extensive notes, especially including the CSR's name...afterall, how many possible "cablecard trained" CSRs can there be?

    Tonight I spoke to "Kate". She isn't the one who knows how to fix this. She did unpair and re-pair my card, which was useful, because it got me out of the CL-13 Error code and back to the "freezing VOD" problem. But, no further help from her. She did the whole "I'll stay on the line with you while we contact the billing department" thing. And that's where we are right now (on hold). It's been exactly 42 minutes at this point.

    Edit: 49 minutes. "Kate" lied. Just like the CSR the other night. They ARE NOT on the line when the "Billing Dept" picks up the call. The person on the other end is clueless. No idea what a Tivo is. I'm playing the game and letting her search for the correct billing code, but I know I am wasting my time...I'd rather take another shot at getting the right person at the cablecard hotline.
  11. xbryan

    xbryan New Member

    Dec 11, 2013
    Thank you, beevik, for this post! Thanks to you, I now have VOD working with my Roamio.

    I called Comcast two previous times and they told me the Tivo VOD service wasn't available in my area. I checked the Tivo website and low-and-behold, my ZIP code showed up as service not available. I was very puzzled by this as all of the cities around me had VOD, the VOD menu showed up, and I could start playing shows but they would freeze after a few seconds. So first problem is that the Tivo website is not up-to-date.

    Today I tried Comcast chat support after coming across this post. I described the problem as stated above, namely that everything works except for VOD, and I believe a billing code needs to be added or changed. He said he added the billing code but still no luck. Then I called the cablecard support line. She told me that the billing code was added correctly but that she also needed to update the Tivo model I had. I previously was using a Tivo HD with the cablecard before upgrading to the Roamio. I tried again and still no luck with VOD.

    Finally, she sent an activation signal to the cablecard, and waited for a confirmation signal. Once she received that signal, she told me to change some channels. I noticed that the channel had been reset to channel 1. She then told me to test VOD. It worked! She also noted it will take up to an hour for the cablecard config to download, so in some cases it may take an hour to start working.

    Anyway, thought I would share my experience in case it might help.
  12. KevinG

    KevinG New Member

    Sep 3, 2003
    Okay, so call #2, I hit pay dirt.

    The cablecard rep that you want to talk to is "Lourdes".

    Lourdes knew *exactly* what the problem was. Claimed she is very familiar with it. She noticed that there was a truck roll scheduled and asked if it was about this VOD problem. I said yes, and she told me that the truck roll wasn't necessary, she said she just had to add the "Tivo Premier CableCard Activity Code" to the account, and it would work fine. Fantastic, I found the person I was looking for!

    However, it isn't over yet. She couldn't find the code. It "wasn't available" on my account. She tried to add it manually. It didn't work. She didn't know what makes it appear on an account. She thought maybe it was regional. Except, I explained, that this was working fine a week or so ago... At that point, I pressed her on how we could escalate this issue to find out what makes that "activity code" appear on an account. She said she would transfer me to the "billing department." Oh no. Here we go again. She then claimed that this was a special "cable card billing department", not the one I'm used to dealing with. So, here I am again...On hold, waiting for the "billing department" to pick up the phone. So far, this call has been exactly 41 minutes long. (complete coincidence that I documented the last one at 42 minutes!).

    Unfortunately, the only thing I've learned at this point is that THERE IS a person at the cablecard hotline who understands this problem, and the information we've had all along is correct. How to make that happen for my account is still elusive. We'll see what happens when billing answers the call.
  13. KevinG

    KevinG New Member

    Sep 3, 2003
    Never did finish this post last night, so here goes.

    Lordes lied also. When the billing department picked up, she wasn't there. I asked the rep if anyone had spoken to them before me. He said that there was a note on my account that simply said "Tivo VOD freezes." He didn't know what a Tivo was, and didn't know a damn thing about cable cards. I cut my loses at 65 minutes total.

    Now the big question is this...What is it about my account that makes the special "Tivo Premier Cable Card" activity code not show up as an option anymore?...I'm at a loss as to how to figure this out, so I've reached back out to the executive support ("we_can_help") but haven't heard back yet.
  14. tonosama

    tonosama TiVo Fanatic

    Oct 20, 2002
    Here is information I didn't see mentioned which was the apparent difference for success in my case.

    I called the number listed in an earlier post and went through the actions mentioned by others. The CSR was aware of the problem, but the fixes mentioned before weren't solving the problem, until she tried one thing different.

    She had been sending the signal to my cable card using a web based interface which failed. On a hunch, she used a different system to send the signal which worked! She explained that they have 2 systems to send signals to the cable cards. The web based system didn't work. The program application did.
  15. KevinG

    KevinG New Member

    Sep 3, 2003
    Finally. Success. (EDIT: NOT REALLY, SEE LATER POST)

    My guardian angel at "we_can_help" who has the (fantastic, IMHO) name of "Genesis" has cracked the case.

    The only code she could find was something like "Tivo side car" (I'm hoping to get confirmation of the exact rate code). This isn't the "Tivo Premier Cable Card" code we've heard about before. She tried adding it, but there was no difference. However, she really has very little (no) experience with cable cards, so she dug a little deeper and found out that she needed to "hit" the card with this new information. I knew that from all of the dealings with these things, and just presumed that they know that any time they change a rate code associated with a cable card that they have to send it a hit.

    She figured out how to send the hit, and it worked!

    Hopefully, she spreads the word on how to make this happen more smoothly for others.


    Edit: confirmed "Tivo Sidecar" (whatever that means...)
  16. KevinG

    KevinG New Member

    Sep 3, 2003
    This is beginning to be a joke (if it isn't already).

    I realized on the next day that HBO wasn't working. Called the cablecard hotline, and they told me that my card wasn't paired to anything. We fixed that. HBO started working again.

    Noticed last night that VOD was freezing again. I was fed some BS about a network problem between Tivo and Comcast. That story is here:

    Lost story short. I'm back where I started. VOD freezing after 3 seconds. Calling executive support again... *sigh*
  17. sozler

    sozler New Member

    Jan 15, 2009
    I've tried the regular support line, CableCard line, and the chat several times so far with no success even after referring to the codes mentioned here.

    Today, I called their regular support line (1-800-COMCAST) for something else and while waiting for a device reboot, the rep asked me if I had any other questions for him and I told him about the freezing VOD issue. He said "I think I can fix that" and he did!! I asked him how he did it and he said the product needed to be added to my account :)

    I still can't believe the CableCard line didn't know how to do this..
  18. JonM in MN

    JonM in MN New Member

    Dec 27, 2013
    I hope this ends up being the definitive answer. I rec'd my Roamio and Minis on Thursday, have the same VOD freezing issue. Called tech support, card was refreshed a few times, restarted the Tivo, no luck. Will call again tonight, the consensus seems to be the Tivo Premiere code needs to be `added' to the account, it's a `sidecar'? Does this code show up on the bill as 0.00? I ask so I can clarify this to the Comcast rep.
  19. KevinG

    KevinG New Member

    Sep 3, 2003
    Good luck.

    I now believe that my note above that the code "Tivo Sidecar" is incorrect. When they added that code, they also "unpaired" my cable card...which made VOD WORK!

    As soon as they re-paired my card (to make HBO work again), VOD started freezing again.

    The elusive "Tivo Premiere" code seems to be what is required...except no one can find that code to add it to my account. I'm waiting until after the holidays to call the executive support line again. The cablecard hotline has tried multiple times rebuilding my acount, and sending a hit to the cablecard. No luck (even though the "sidecar" code is still on the account).
  20. lessd

    lessd Active Member

    Jan 23, 2005
    About two months ago I re-paired a Cable Card on Comcast using the CC number, and they wanted to know what model TiVo I was using, I asked why and the person told me they now have different codes they use to get VOD to work depending on the TiVo model.

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