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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 30, 2014 #81 of 167
    tatergator1

    tatergator1 Active Member

    1,523
    6
    Mar 27, 2008
    Columbus, Ohio
    Out of curiosity, what's your Tivo software version? A few other members noticed a software update that Tivo pushed out starting the evening of the 28th. Via a tweet, Margret indicated it was targeted to certain regions and included a workaround for a CableCard issue, but didn't elaborate about what issue. The new version is 20.3.8.1...
     
  2. Jan 30, 2014 #82 of 167
    KevinG

    KevinG Member

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    0
    Sep 3, 2003
    Mt. Laurel, NJ.
    I'll check and report back this evening. It would suck if I got both updates at the same time and can't reliably report which one fixed this issue for me...but I am happy that it is working.

    To be honest, I'm considering swapping out a remaining series 3 for a mini...but that would mean returning the cable-cards, and risking this whole fiasco again!

    EDIT: Damn. Had the wife check...I do indeed have the 20.3.8.1 RC version. So, hard to say which of the two changes fixed VOD here. Oh well.
     
  3. Jan 30, 2014 #83 of 167
    JonM in MN

    JonM in MN New Member

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    Dec 27, 2013
    ...at least as of last night. Wifey hadn't set up a series record of Sherlock and needed to get to XOD, same issue.

    Not wanting to spend hours troubleshooting an issue that's a small % of our viewing, I do hope these new `fixes' being pushed help.
     
  4. Feb 6, 2014 #84 of 167
    dlongnecker

    dlongnecker New Member

    24
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    Dec 30, 2006
    I'm having these problems on my roamio pro too. When I first got it I was impressed with how quickly it was paired and worked.

    I tried the VOD and got the 5 second freeze. I called comcast support three different times and tried to give the buzzwords, but to no good.

    I called tivo and they said my wifi strength wasn't good enough (my router is 20 feet away with line of site) and said I should do MoCa.

    I bought that stuff, still same problem. I opened up another comcast ticket, and no good, and they said I needed to replace my cable card. I did that, and not only did I VOD freeze, I lost my premium channels.

    Tivo is on 29.3.8-USA-6-840

    Try again tomorrow
     
  5. Feb 6, 2014 #85 of 167
    worachj

    worachj Active Member

    1,141
    2
    Oct 13, 2006
    Eagan, MN
    I replaced an old S3 with a new Roamio. Everything worked fine on the new Roamio except VOD which would freeze after 5 seconds.

    It turned out that Comcast had to make a change on the Billing end because it said I had an S3 TiVo which can’t do VOD. They changed my billing to allow VOD.

    They switched my billing from the old S3 to the new Roamio and everything works as it should. Make sure the billing end is setup correctly for VOD.
     
  6. Feb 9, 2014 #86 of 167
    Davepl

    Davepl New Member

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    Aug 26, 2002
    FWIW, I just went through all of this and four calls later (thanks to this thread) got it solved. I can confirm that pretty much everyone at Comcast is clueless about this issue.

    In fact, I only was able to get them to fix it by telling them the specific steps in this thread, and he said as much: "I had no idea but was able to follow your instructions and fix it".

    Here's what I pasted into the chat; the first agent had no clue but the supervisor was able to make it through.

    -----

    Greetings. Please take a moment to read the description of the issue below. I believe it explains the situation in enough detail to solve it. I have also included information from the Comcast forums from other customers who encountered this and the solutions they ultimately arrived at.

    There is an issue that is NEW to the "Tivo Roamio Pro" and Comcast on OnDemand. When viewing an OnDemand program it will display for about 4 seconds before freezing.

    The fix for this, apparently, is to add the "TiVo Premier Cable Card Install" code to the BILLING on the account and then probably re-hit the card. Of course the card must be set to 2-way as well.

    There are numerous threads on the Internet about this exact issue. The concensus is that you have to call Comcast 4-6 times until you get someone who understands the issue, because the Roamio is new (it is NOT the Premier, that's the older one).

    Furthermore, it apparently must be set in TWO places in your system (or there are two places to set it, and one is required but agents often are not aware of its location in your system). Not many know about the two different places, so the average agent will see it set in the one place and give up.

    Here are two quotes from the Comcast forums:

    "The trick is getting the right Comcast support person to help you. They will look at your account and say that the code is correct. The problem is there seems to be more than one place to set the billing code in their system, and very few of the support reps know how to find where the second code needs to be set, and while you can tell them there is another place to set the code till you're blue in the face, the first level reps aren't always resourceful enough to find it. I've had 3 reps try, and they will even ask their higher level techs about it, but the higher level techs often don't know about it either."

    And here is one from a Comcast customer that was successful in finding an agent to fix it:

    "I caved in and called the Comcast CableCard line. In under 5 minutes, the issue was resolved for me. There was -one tiny additional setting- (apparently) that needed to be configured to show that I could support Xfinity OnDemand that had not been toggled when I moved the CableCard to my Roamio from my TiVoHD on Tuesday. When I called just now to say that all other channels were fine, and that my symptoms were that an OnDemand show would play for a few seconds and then stop, the woman on the phone sighed knowingly, and and said, "just one moment, sir..." then asked me to try again. All was well."
     
  7. Feb 9, 2014 #87 of 167
    ncfoster

    ncfoster Member

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    Jan 22, 2011
    I really wish that we even had VOD in the Chicagoland area, but I don't really want to go through all of this when and if we do get it. :)
     
  8. Feb 9, 2014 #88 of 167
    Davepl

    Davepl New Member

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    Aug 26, 2002
    In my case my alternative is the old Motorola box, which is just brutal for usability, so I was very happy to find out that the Roamio could do OnDemand (once fixed). I didn't even know that when I bought it, but the UI is way better than the old Motorola, so it's worth the trouble I think.
     
  9. Feb 10, 2014 #89 of 167
    JonM in MN

    JonM in MN New Member

    21
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    Dec 27, 2013
    This seems to be the consensus: It's the billing code, once that's added the problem goes away. I believe one other user said the combination of a Tivo update and a cable card update solved his issue.

    Question. The billing code initially fixed my issue and it's come back. Has anyone had the code fall off their account, and had it re-added with success?

    Has anyone else has the updates fix the issue?

    Was hoping for a quick/easy fix before I wade back in the the swamp that is Comcast customer service.
     
  10. Feb 10, 2014 #90 of 167
    CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
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    Feb 28, 2001
    North...
    There are two Comcast requirements: one is the billing code and the other is that the cablecard is paired. I haven't heard of the billing code disappearing (though I'm sure it's possible), but if you've done anything different with the cable card, possibly it lost its pairing?
     
  11. Feb 10, 2014 #91 of 167
    moonscape

    moonscape Member

    469
    2
    Jul 3, 2004
    SF Bay Area
    Everything was working fine: CC was finally paired (seemingly) correctly, I watched a pgm from OD via the Tivo menu. But - this morning, channel 1 didn't come in, nor did VOD work from the Tivo menu. The pairing data looks correct (Auth: S, etc) but it shows Host Type as One-way - shouldn't it be two-way?

    Will call billing now to try and get the much-discussed code added to my account.

    Wishing myself luck.
     
  12. Feb 10, 2014 #92 of 167
    JonM in MN

    JonM in MN New Member

    21
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    Dec 27, 2013
    Just verified with Comcast that my code is correct. Wouldn't all channels be gone if my cable card became un-paired? They want to send a tech to the house, not sure it's worth it.
     
  13. Feb 10, 2014 #93 of 167
    CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
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    Feb 28, 2001
    North...
    No. the only thing you lose if your cablecard becomes unpaired (on most Comcast systems) are the premium channels and a few non-premium movie channels - the Encore movie channels are lost in many Comcast franchises, so I would check those.

    I've knowingly run my cablecards unpaired for a year on a couple of my TiVos that I didn't ever watch movies on (you may not be able to do that in some franchises, but in most you can.)

    TiVo has good articles buried somewhat in their support system that tell you how to determine if you are activated or paired. Look at http://support.tivo.com/app/answers/detail/a_id/2569 for the "Motorola CableCARD Troubleshooting: Roamio Series and Premiere Series DVRs" article (most Comcast franchises use Motorola; if your's doesn't, just follow the links to get to your cablecard type.
     
  14. Feb 10, 2014 #94 of 167
    JonM in MN

    JonM in MN New Member

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    Dec 27, 2013
    Thanks for replying CC, and for the pointer, I will give this a go when I get home and report back --- Cheers!
     
  15. Feb 10, 2014 #95 of 167
    moonscape

    moonscape Member

    469
    2
    Jul 3, 2004
    SF Bay Area
    Update: spoke w/ about 8 different people at Comcast. Finally one guy sounded a little bored with my telling him which code to enter and said, 'I fixed it; it will work now.' I was skeptical, said it wasn't. He said he found out why it didn't right away, that I had a Motorola modem, to give it 40 min to an hour and it would be fine, guaranteed.

    After an hour it still didn't work so I called Tivo. He asked what message I was getting and ... um ... voila it was working! He said normal message for Host Type was one-way, so that was indicative of nothing. Although I had used the app yesterday and it worked, I tried Channel 1 but Tivo says that will never work and one must use the app exclusively.

    May everyone else have speedy success, and thanks all for the info in this thread.
     
  16. Feb 10, 2014 #96 of 167
    CraigK

    CraigK (unspecified)

    1,255
    7
    Jun 9, 2006
    North of...
    Called the Comcast cablecard hotline this morning (877-405-2298) to get the cablecard I moved from a TiVo HD to a Roamio paired. The card was working fine before I called (I have no premium channels), but could not get Video On Demand to work. I just received the cablecard screen when I tried to watch a program.

    After the card was paired to the Roamio I thought VOD was working since I actually saw a show start, but if froze. After doing some research here I decided to call the cablecard hotline again to see if they could fix that. They could not help be since they only activate cards not fix problems. They gave me the tech support number 800-934-6489.

    I explained the problem to "Mike" and answered a few questions (cablecard s/n etc). I casually mentioned the missing "premier billing code" that seemed to fix some TiVo users VOD freezing picture problem. Mike did not seem familiar with this but checked and added the code to my account and VOD started working fine. I envisioned a long nightmare call, but this was only about twenty minutes total. I hope the fix sticks. :up:
     
  17. Feb 10, 2014 #97 of 167
    Davepl

    Davepl New Member

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    0
    Aug 26, 2002
    I'm not certain that's accurate on the Roamio, at least. When I pop my card out I am unable to view -any- channels. Could be user error, but I remember being surprised I could not get basic cable even. On my TVs and so forth that have a cablecard you certainly do what you state above. Maybe it's a new weird Roamio behavior.
     
  18. Feb 10, 2014 #98 of 167
    CrispyCritter

    CrispyCritter Purple Ribbon Wearer

    3,646
    0
    Feb 28, 2001
    North...
    I don't understand what you're saying here; I think you misread what I said. Yes, if you don't have a cablecard (one that's been authorized for your account) you won't be able to view many channels, if any. I was talking about the case where you have an authorized cablecard in your TiVo, but haven't bothered to have it paired to the TiVo (in my case, I changed TiVos that the cablecards were in). Pairing is not needed in most Comcast franchises except for the premium channels and a few movie non-premium channels.
     
  19. Feb 12, 2014 #99 of 167
    tim1724

    tim1724 Member TCF Club

    253
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    Jul 3, 2007
    Temple City, CA
    Your TVs are probably picking up analog channels when you remove the cablecard. The Roamio doesn't have an analog tuner so it can only receive digital channels. If you're on a cable system where every digital channel is encrypted (very unusual, but possible now that the FCC has been granting waivers to encrypt local channels) then it's possible to see the behavior you're seeing.
     
  20. JonM in MN

    JonM in MN New Member

    21
    0
    Dec 27, 2013
    Well, it seems my problem, as I'd hoped, has gone away on it's own.

    A Tivo and cable card update? Who knows. But my XOD now works, with no changes initiated by me.

    Now...who knows then we'll be able to watch Amazon Prime videos on the Roamio? :eek:)
     

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