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Tivo Roamio with Comcast: VOD freezes. Problem solved!

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

  1. Jan 17, 2014 #61 of 167
    kbmb

    kbmb Active Member

    1,292
    15
    Jun 22, 2004
    NH
    I'm wondering whether you really need the Tivo Premiere code on the account for it to work.

    I have 2 Roamios, and I DO have the code on my account, or at least my bill shows Tivo Premiere Card because Comcast loyalty department was finally able to code my account where I can be in a triple play bundle without needed their DVR in the house.

    However, my parents, also on Comcast, they have 2 Roamios that we just upgraded from 2 TivoHD's at Christmas......I don't think they have anything on their account related to Tivo Premiere code because prior the TivoHD boxes didn't get OnDemand. We did nothing account wise when we upgraded the Roamios other than call the CC Hotline to re-pair the cards and their OnDemand worked out of the box (once the card was paired).

    I will say....after hours on the phone with Comcast trying to get the right package....the folks in the loyalty department are the ones that actually know what they are doing. I wanted 2 Roamios and have the best priced package....a triple play package with Blast and phone (although I don't use the phone). Comcast has always told me in order to have that package I needed to have their DVR in my house. I finally got the nicest lady ever at Comcast. She basically said.....No effin' way we need to do this. She researched for about 30 minutes, called me back and had my account correct with the package price and no needing the DVR. Only reason I say this is....maybe calling Comcast and asking them to transfer you to the loyalty department will get you someone who knows what they are doing. Heck, you might even get to save some money (I went from needing to upgrade and pay $220/month to locking in for 2 years at $180/month).

    -Kevin
     
  2. Jan 17, 2014 #62 of 167
    JonM in MN

    JonM in MN New Member

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    Dec 27, 2013
    It sounds like you think re-pairing the cards is the solution? The Loyalty folks can do this?
     
  3. Jan 17, 2014 #63 of 167
    kbmb

    kbmb Active Member

    1,292
    15
    Jun 22, 2004
    NH
    No, I'm just sharing what I see between my account and my parents. And I know the loyalty folks can't re-pair cards.....last time I called even regular support they said ONLY the CC hotline people can do it. I think the only way you'd possibly what to call the loyalty department is if you want to talk to someone about the codes on your account (since the regular billing people don't seem to have a clue).

    Not sure why I have codes listed on my bill and my parents don't, yet both work fine.

    As for pairing the cards....I noticed when setting up my parents Tivos.....before we paired the cards, XOD was there and we could go into it....but we couldn't select anything unless the cards were paired.

    -Kevin
     
  4. Jan 17, 2014 #64 of 167
    KevinG

    KevinG Member

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    Sep 3, 2003
    Mt. Laurel, NJ.
    I have the opposite experience. For a day or two my VOD worked perfectly. Then I noticed I wasn't getting HBO anymore. I called the CC hotline and they told me that none of my cable cards were paired, and that's why HBO didn't work. They re-paired them...and now I have HBO and freezing VOD.
     
  5. Jan 17, 2014 #65 of 167
    kbmb

    kbmb Active Member

    1,292
    15
    Jun 22, 2004
    NH
    Curious....do you have SA cards or Motorola cards?

    Both mine and my parents are in Motorola areas.

    -Kevin
     
  6. Jan 17, 2014 #66 of 167
    KevinG

    KevinG Member

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    Sep 3, 2003
    Mt. Laurel, NJ.
    I have SA cards, so that could be the difference right there. Good catch.
     
  7. Jan 21, 2014 #67 of 167
    KevinG

    KevinG Member

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    Sep 3, 2003
    Mt. Laurel, NJ.
    Just for completeness. It was a complete waste of time, as expected.
    (It's actually worse than that, but I won't bother you with the details...)
     
  8. Jan 21, 2014 #68 of 167
    OCSMITH

    OCSMITH VAWHEELS

    67
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    Mar 16, 2006
    Glen Allen,...
    Please tell us I have been reading your whole saga.......:(:confused::eek::mad::D
     
  9. Jan 22, 2014 #69 of 167
    KevinG

    KevinG Member

    303
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    Sep 3, 2003
    Mt. Laurel, NJ.
    Well, it's mostly off-topic for this thread, and everyone is already aware of how useless most truck rolls are. But it went something like this:

    Appointment is scheduled for 3:00 to 5:00 PM. On Saturday. All of our plans for the weekend have been arranged around this window, as the appointment had been made a week in advance. I was warned that there would be an automated call the night before the appointment, and to make sure that we answered it and confirmed, otherwise it would automatically get cancelled.

    Friday night, at 6:30 PM, caller ID says that Comcast is calling. Answer the phone. There's no one there. So, I wait 15 minutes and then call Comcast's phone tree to confirm that I still have a scheduled appointment. I do. Whew!

    8:00 PM Friday night, caller ID says that it's Comcast calling again. Answer the phone. There's no one there. I run through the same check again. I still have a scheduled appointment! Whew again! ;-)

    Saturday 11:00 AM, caller ID says that Comcast is calling. Answer the phone. Hey! There's an automated message telling us we have an appointment between 3 and 5. Press 1 to confirm! Wait 15 minutes, and then call the Comcast phone tree again. (because I've had a confirmed appt canceled before...) Appointment still scheduled! [At this point I was pretty pissed already. Mostly because I was told that the automated call would come on Friday...If we had been out Saturday morning and missed the call...guess what? No appointment.]

    Saturday 3:00 comes and goes.

    Saturday 4:00 comes and goes.

    Saturday 4:50 the phone rings. It's comcast. I answer, and there's a real person on the line. "Due to hiring shortages, we're going to have to cancel your appointment today." I tell them that under no circumstances is that acceptable. He tells me that his supervisor will have to call me back. I hang up the phone, and it immediately rings again. (sometimes, my VOIP has issues like this where as soon as you end a call, the phone rings again to remind you that you still have a call on hold, even though you don't...I thought that was what was happening...but it wasn't) It's the supervisor. [I have no idea how he knew to call me yet, other than he was already working this from another angle at the same time]. He tells me that they are really short staffed, but since my appointment had been scheduled a full week in advance, they were going to try to get someone to my house.

    Saturday 4:55 (I kid you not, 5 minutes after the phone call) the doorbell rings. It's the tech. (Was he waiting outside my house when the supervisor called? WTF?)

    So, in the end, they actually met their requirement and had someone at my house within the 3:00 to 5:00 timeframe. But it was still useless.

    The tech didn't know that TiVo's could get on-demand. I showed him the menu, and showed him the freezing. He asked if I had called TiVo to complain. I explained how well known the issue is, and offered him printouts of this thread, and the thread on the Comcast forums explaining the issue. He didn't even look at them. He called and made sure my card was paired, and they told him it was, and that all billing codes looked correct. [even though he never mentioned the billing code that I told him about]. He checked my lines. They came up good, no signal issues. He told me it was probably a faulty cable card. He didn't have an answer as to why the cable card was working fine for HBO, and that it gets on-demand when it is un-paired. I told him I was happy to accept that it was a faulty cable card if he would install a new one. He didn't have any with him. He told me the only other time he had encountered this, the problem was solved by calling TiVo. I mentioned that he had said that he didn't know that TiVo's could get on-demand, and was confused how he didn't know that if he had encountered this before...He didn't answer me.

    At this point he told me he couldn't help me, and he was escalating the issue to their "TiVo experts" and that I should expect a call back that night. But since it was getting late, the call might come on Sunday. It's now Wednesday, and I haven't heard anything...VOD still doesn't work.

    Somehow, I feel better after typing all of that. Thanks for listening. :eek:
     
  10. Jan 22, 2014 #70 of 167
    lessd

    lessd Active Member

    7,698
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    Jan 23, 2005
    CT
    Had about the same experience with one of my Roamio Plus units, the tech in the truck roll just put in another (Moto) cable card, paired it, and all than worked, don't know or care why, just that OD now works.
     
  11. Jan 23, 2014 #71 of 167
    vagrants

    vagrants New Member

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    Jul 31, 2008
    I got the Roamio Plus yesterday and started playing around.

    Xfinity On Demand does not work. The CableCARD was a transfer from the older Series3. However, it does not "freeze". On all of the XOD contents, it gives me 5 seconds of viewing. If a black screen shows up first, go back to the menu and "Resume", then I see 5 seconds of images and sound; and it just stops playing. If I go back to the menu and resume again, I get another 5 seconds of viewing.

    After talking to 3x to CableCARD activation department people, 2x chats (wasn't helpful. told 'em about the "code", but they always assumed the code is CableCard a0, which is a CableCard authorization and has a charge of $1.50 even if I explained "TiVo Premier" code which is separate from the CableCard a0 and has a charge of $0.00), numerous refresh signals and wait for 1 hr...

    I finally found a Billing Department CSR and a Tech Support CSR who were willing to do things. Billing Department CSR tried to turn the "TiVo Premier Switch" on, but it didn't stick on my account. So, forwarded me to the Tech CSR. The Tech CSR didn't know anything about "TiVo" in general...but started to troubleshoot. At first, the tech CSR said there is no "TiVo Premier" code, etc. denying everything I've read on this forum about the XOD, then he started his own research and found that everything I've read on this forum is true.

    Supposedly, XOD works like an app on Xbox's XOD. It does not go through CableCARD but directly through Internet, which fits the story of not accessing the XOD through channel 1 or channel 1001. If the switch or code does not stick to an account, the suspect may be the cable modem (a customer owned equipment or multiple cable modems in a single location). But, then it's too early to say much...it could be the CableCARD...the tech is looking into why the "switch" does not stick on my account, and I'm waiting.
     
  12. Jan 23, 2014 #72 of 167
    jmpage2

    jmpage2 New Member

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    Jan 20, 2004
    I'm pretty sure it does deliver the stream via cablecard. The internet connection might be used for authentication and determining what channel to use for delivery. If you use xod on a mini it ties up a tuner on the host Roamio.
     
  13. Jan 23, 2014 #73 of 167
    kbmb

    kbmb Active Member

    1,292
    15
    Jun 22, 2004
    NH

    To save Dan203 from having to type it yet again:

    -Kevin
     
  14. Jan 23, 2014 #74 of 167
    vagrants

    vagrants New Member

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    Jul 31, 2008
    What you said is what TiVo kind of told me now (I'm on the phone with 2nd TiVo tech currently). Apparently, it goes through a CableCARD for decryption, etc. What I guessed was from what Comcast told me hours ago. New information is coming out (for me at least)...Comcast Rep, Carrie, badge ID xxx564 and her supervisor stated that Roamio will not work with XOD--only Premier. Since that conversation was 3-way (TiVo, super of the Comcast and me), TiVo heard it. And, TiVo rep took the name and the badge ID of the supervisor. However, the TiVo tech did not properly document what was said in the conversation I later discovered.

    TiVo just told me that Comcast is distributing defective CableCARDs. "Auth: S" is one of the 3 requirements for the XOD to work. If you have something like "Auth: FWK" (in my case), XOD will not work according to TiVo. TiVo told me that grab 10 CableCARDs from a local Comcast office or have a technician bring 10 CableCARDs to find the one that works. According to TiVo it has nothing to do with the Comcast's billing "code" or "switch"--"TiVo Premier CableCARD install" code, which was reported numerous times here....I still believe what were reported here are correct, Comcast's magical billing code. I really don't know why Comcast's Billing & Tech who found the "switch" couldn't toggle manually. They said that when they activated it, the system rejected it--the "switch" automatically inactivated.

    I'm curious, if a CableCARD or similar is required for XOD, what is happening to iPod/iPad/iPhone/android app? Is the app decrypting on-the-fly? I unplugged the ethernet cable from TiVo and it won't let me get on to the XOD app. Says no internet available.

    I think the truth lies between what Comcast and TiVo said. I tend to think Comcast is distributing defective CableCARDs, but before I transferred a CableCARD from Series3 to Roamio, it had "Auth: S". And, that was 2 days ago. Now that I messed with the Comcast, the CableCARD in the Series3 shows "Auth: FWK". Also, within this 2 day period, Comcast took accessing to XOD on their top box. That was easily fixed by Comcast messing with the billing "code".
     
  15. Jan 24, 2014 #75 of 167
    lessd

    lessd Active Member

    7,698
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    Jan 23, 2005
    CT
    Depending on the ch I get FWK or S and I have no problem getting OD, Comcast in CT.
     
  16. Jan 26, 2014 #76 of 167
    rramstad

    rramstad New Member

    4
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    Aug 20, 2009
    Hi there.

    I have a Premiere XL (not the four tuner version, the older two tuner version) and have had the same problem with VOD described here.

    I made many calls, but about two months ago, had an exchange with TiVo support that was enlightening, and from Internet searches, found many people with the same VOD problem (freezing after a few seconds) and not just TiVo users, also FIOS.

    The alleged fix -- according to the Internet and TiVo support -- at least for my Premiere and my situation -- is that the signal coming into the box, from cable, is "too hot" -- they had me look up the strength in a TiVo menu, said the number was high, and that this could lead to problems for the decoder.

    They told me to buy an attenuator and connect it between the TiVo box and the wall. I might have to try a few different values, but the right one should result in the VOD working and no visible signal degradation.

    Other folks online suggested buying

    http://www.smarthome.com/7800/Signal-Strength-Attenuator-Pads-Mix-Bag/p.aspx

    and starting with one 20 db attenuator, and if that worked, seeing if lower values worked... basically finding the lowest value that worked, and then picking a value just slightly higher, for redundancy, was recommended.

    I ordered these earlier today.

    I will try to remember to come back to this thread and post with my results, but I think if you do some searching around, you'll find many examples of people online who indicate that too hot of a signal can result in VOD not working for TiVo boxes.
     
  17. Jan 27, 2014 #77 of 167
    vagrants

    vagrants New Member

    3
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    Jul 31, 2008
    @lessd: that's what TiVo tech told me, Auth: must have S...and I found that it doesn't matter...XOD is working now, and I can verify that. When I first got the XOD, it was Auth: S, then when I check the next time, Auth: was FWK. Right before and after I viewed the XOD. I learned that TiVo tech is as reliable as the Comcast tech support from this nightmare.

    I hate Comcast since many don't know TiVo Roamio (or Premier for this matter) is compatible with XOD. I hate TiVo because Comcast stated to the TiVo tech that only Premier is compatible, no other models on the 3-way conference call (with TiVo, Comcast and I), TiVo didn't take any actions. TiVo stated that their job is to make TiVo appear XOD icon on their devices; nothing more. But, the promise TiVo made was Roamio and Premier are compatible. Comcast was denying that, thus, the whole premise breaks...TiVo didn't care.

    Anyway, I do not know exactly what made work...I changed the CableCARD. I picked 6x from the local office (I had a bitter experience w/ this particular local agent...she gave me bunch of nonsense like with TiVo, you can't watch HD, no models of TiVo are compatible w/ XOD, it'll cost me $0.30 per day per CableCARD to test them out, etc.), and very first one I chose to use made work. I did notice the part #s of the CableCARD from the pick up though: 1) 514517-012-00, 2) 514517-006-00 and 3) 541517-002-00. Part # (3) I had on my Series3 TiVo and didn't work for XOD, I decided to stay away. Either -006 or -012. I decided to use -012 because I made an assumption that 012 was released later than 006. I do not know if the Comcast "code" is account specific or device specific, but "Equipments" under My Account @ the Comcast web site clearly shows "Make & Model: TIVO MOTORHOST".

    Oh, yes, it took 2 - 3 hr before XOD started working (I read somewhere that one of the member had to wait 1 hr, so that was given).
     
  18. Jan 27, 2014 #78 of 167
    KevinG

    KevinG Member

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    Sep 3, 2003
    Mt. Laurel, NJ.
    For those who think that switching their cable-card made VOD work, can any of you confirm that the card that *didn't* work was able to be paired and received a premium (HBO/Showtime/etc) channel?

    I've been assuming that since my card can receive HBO then it should also be able to receive VOD, but maybe that assumption is incorrect?
     
  19. Jan 27, 2014 #79 of 167
    CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,647
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    Feb 28, 2001
    North...
    Yes, that assumption is incorrect. There is an additional billing code that also needs to be associated with your account. (Being paired and thus able for you to receive HBO is also needed, but it is not sufficient.)
     
  20. Jan 30, 2014 #80 of 167
    KevinG

    KevinG Member

    303
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    Sep 3, 2003
    Mt. Laurel, NJ.
    Well, it fixed itself.

    As far as I know, nothing has changed on my account. I'm awaiting a call back from executive support to tell me what they are going to try next...but, in the meantime, it seems that comcast has pushed a new firmware to my CC, and that FIXED the problem (or so it would seem.)

    I went from PKEY1.5.2_F.p.3001 to PKEY1.5.3_F.p.1101.
     

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