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Tuners 5 and 6 Not Authorized

Discussion in 'TiVo Roamio DVRs' started by speedy2, Aug 25, 2013.

  1. Feb 28, 2014 #981 of 1187
    rjbell4

    rjbell4 New Member

    11
    0
    Mar 31, 2004
    I also live in Southern NH and have this problem. I'll definitely be trying the same approach. Thanks!
     
  2. Mar 1, 2014 #982 of 1187
    TimA

    TimA New Member

    14
    0
    Feb 9, 2013
    Success in Northern Virginia!

    I sent an email (below) to Comcastcares_support@comcast.com the morning of Friday, 21 Feb and received a call about 4 hours later. Unfortunately, I was at the Doctor's office and I couldn't talk to the "Executive Customer Care Representative", but she left her contact info. After playing phone tag with Comcast that day and three days the following week, I finally got in touch with someone different (my Executive CCR was out all week) at 1PM on the 27th that knew about the problem and submitted a ticket to get the firmware pushed. He said it would take about 24hrs to push the firmware since they like to send them out in batches, but I had the new firmware when I got home at 6 PM the same day.

    Make sure you are available to answer your phone because they are very aggressive when trying to contact you (a good thing). It was my fault the problem wasn't resolved faster because I wasn't checking my cell phone messages during the day. The Executive Customer Care Reps only work 8AM-5PM. I even got a letter (snail mail) stating that they hadn't been able to reach me.

    I wish I recorded the magic words the Rep used when I got the firmware pushed, but I do remember that he said "TiVo Roamio 6 Tuner CableCard Problem". Unfortunately, I didn't stress "six tuners" more in my email below, as it may be key term in their problem knowledge base (assuming they have one). In addition to the info I provided below, they need the CableCard Serial Number. Fortunately, they just looked mine up.


    The email I used:

    "I would like CableCard firmware PKEY1.5.3_F.p.1101 pushed to my CableCard to fix the problems I’m having with my TiVo Roamio Pro DVR.

    I’ve having trouble with tuning channels, lost channels, lost recordings, and all six tuners not being able to function properly at the same time. This has been well documented on the internet and TiVo has acknowledged that older CableCard firmware versions are the problem. Many Comcast users in various regions (Houston, TX & Merrimack, NH) have reported that once CableCard firmware PKEY1.5.3_F.p.1101 has been pushed (by Comcast) to their CableCards, it has fixed all these problems. The Comcast customer service representatives on the phone are not knowledgeable about this problem and are no help.

    My information:
    Required Firmware: PKEY1.5.3_F.p.1101
    CableCARD SL Number: #
    CableCard ID: #
    Host ID: #
    Current Firmware: PKEY1.5.2_F.p.3001
    Account number: #
    My Phone Number: #
    Link to CableCard Tivo Roamio Problem discussion: LINK"
     
  3. Mar 5, 2014 #983 of 1187
    reneg

    reneg Member

    699
    0
    Jun 19, 2002
    Finally, my cablecard firmware was updated this morning. I'm not exactly sure what triggered the update, it could have been one of the following:
    1. Comcastcares finally coming through, though no one from Comcastcares has contacted me since 2/14 even after repeated emails.
    2. Comcast cancellation department which I spent two hours on the phone with on Monday as I was ready to pull the plug on Comcast.
    3. My PM to a fellow TivoCommunity user yesterday who had posted here that he has a contact in the Comcast Houston office.
    My guess is on the last one, but I don't know for sure.
     
  4. Mar 6, 2014 #984 of 1187
    Finalrinse

    Finalrinse New Member

    126
    0
    Jan 12, 2005
    S.E. Michigan
    I have a Roamio Pro on the way. I live in a suburb of Detroit and have Motorola cablecards. Is this firmware PKEY1.5.3_F.p.1101 apply to Motorola cards? Has anyone in this area had problems with getting firmware updates?
    Thanks for any information.
     
  5. Mar 6, 2014 #985 of 1187
    bananna

    bananna New Member

    1
    0
    Mar 6, 2014
    I just got my PKEY1.5.3_F.p.1101 update here in Vermont. I big thank you to TiVo for the help, Comcast Cable Executive Customer Relations WNE Region in Enfield, CT. made it happen here in the North East.
     
  6. Mar 6, 2014 #986 of 1187
    tatergator1

    tatergator1 Active Member

    1,523
    6
    Mar 27, 2008
    Columbus, Ohio
    The major issues with 6 tuners are generally confined to the Cisco/Scientific Atlanta cards. Motorola cards require a Firmware with 0625 or something like that for 6 tuners. Few users with Motorola have reported problems so I wouldn't worry too much.
     
  7. Mar 6, 2014 #987 of 1187
    Finalrinse

    Finalrinse New Member

    126
    0
    Jan 12, 2005
    S.E. Michigan
    Thanks, a little relief while I wait...
     
  8. Mar 7, 2014 #988 of 1187
    Ibanez

    Ibanez New Member

    11
    0
    Nov 22, 2013
    League City, TX
    Was #3 GriffithStrife? I e-mailed him also but I then saw he was posting his last post on here the day before I contacted him. I've contacted Comcastcares twice and I got the same person who wants to send out a tech. again after the first one couldn't help. She says she can't do anything on her end.
     
  9. Mar 11, 2014 #989 of 1187
    clintavila

    clintavila New Member

    6
    0
    Apr 12, 2010
    Houston
    I am in the same boat. Only have 5 tuners working. I also live in Houston. This has been an ongoing nightmare. I was so relieved when I learned it was a simple firmware fix. Who knew that getting that firmware would be so difficult. I have been in contact with a rep from Comcast Exec Cust Relations via email. She reached out to a tech and was told TiVo has to do the firmware update. And then stated they don't support TiVo. Argh! I even included the link to this page along with all my info that others included when they successfully got the firmware push. It's clear they didn't read any of the posts on this forum. Have you had any luck getting the firmware or any response? I sent another email to my contact. I pray she reads some of these posts so that it will prove this firmware update exists and is being sent by Comcast. :(
     
  10. Mar 11, 2014 #990 of 1187
    reneg

    reneg Member

    699
    0
    Jun 19, 2002
    Yes, he replied to me via PM.

    I don't think all the case workers at Comcastcares are aware of the issue and solution. Be persistent.
     
  11. Mar 11, 2014 #991 of 1187
    andyf

    andyf Active Member

    1,176
    2
    Feb 23, 2000
    Houston,...
    I think GriffithStrife's contact is getting tired of updating CCs. I asked him if he could get the CC in my XL4 updated. He said he's Emailed twice now but still no update.

    I get an occasional V53 on the XL4 which has totally disappeared along with V58 errors on my Roamio after the update. The CC update seems to be the holy grail of TiVo tuning problems. :)
     
  12. Mar 16, 2014 #992 of 1187
    Ibanez

    Ibanez New Member

    11
    0
    Nov 22, 2013
    League City, TX
    If anyone in the Houston area still has the contact info. for the representative at comcast_cares that was able to get their cable card updated, could you please PM it to me. I keep getting the same representative that says she can only send out a technician. Thanks.
     
  13. Mar 17, 2014 #993 of 1187
    djev

    djev New Member

    30
    0
    Jan 12, 2014
    Does this still work? I tried setting it for 5 tuners but I didn't hear any dings.

    Charter keeps insisting they cannot push out a FW upgrade.:confused:
     
  14. Mar 25, 2014 #994 of 1187
    bmgoodman

    bmgoodman Member

    970
    0
    Dec 20, 2000
    Northern...
    I just used "88634" and I heard 3 dings. I'm going this because my wife's Hallmark channel recording failed because the channel wasn't "authorized" on Saturday night, which I *suspect* is related to the 5/6 tuner problem. I rebooted and found Hallmark HD did return.

    I wonder when Comcast will make some real progress on this?
     
  15. Mar 26, 2014 #995 of 1187
    bmgoodman

    bmgoodman Member

    970
    0
    Dec 20, 2000
    Northern...
    I had a voicemail today from Comcast Executive Customer Relations Office (area code 410) telling me that Comcast has *no* CableCard upgrades, period. She said my information about case-by-case or any other upgrades is incorrect!

    My CableCards (Tivo HD and Roamio Pro) are both PKEY1.5.2_F.p.3001, and I have Comcast in Alexandria, VA.

    So for now I'd like to find anyone else with Comcast in northern VA or southern Maryland who has a version other than PKEY1.5.2_F.p.3001, so that I have some data points for them.
     
  16. Mar 26, 2014 #996 of 1187
    pcallies

    pcallies New Member

    2
    0
    Nov 24, 2013
    I sent email to the comcast customer care support address referenced in this email thread. It took a couple days of email and voicemail tag (just a simple problem of schedules not aligning), but late yesterday I received an email that the executive service rep had sent my request to engineering. I received another email today that engineering had pushed the firmware update to my cablecard.

    Upon testing after arriving home from work, some channels (e.g. HBO) weren't working so I called the comcast cable card hotline. They verified the pairing and then sent a refresh signal. All channels are now working.

    Hopefully I'll have the same great results others on this thread have experiences. Watching missed recordings on xfinity on-demand with all the commercials and no fast-forward has been brutal.

    Thanks to all on this thread for leading the way! And thanks to Comcast Customer Care.
     
  17. Mar 26, 2014 #997 of 1187
    mchief

    mchief Morey

    333
    0
    Sep 10, 2005
    Alexandria, VA
    bmgoodman: I am in Alexandria and was updated a few weeks ago to 1.5.3 f.p 1101 after a number of phone calls with John Stumpf (Executive team). As usual the left hard does not know what the right hand is doing. PM me for more info
     
  18. Mar 27, 2014 #998 of 1187
    mike-d

    mike-d New Member

    24
    0
    Dec 12, 2013
    Baltimore,...
    Your comcast rep is wrong: Here is my prior post: After so many attempts for a cable card firmware update using regular channels, I finally yesterday emailed To : comcastcares_support@comcast.com with details. Today I received a call, 30 minutes later my cable card was updated to firmware 1.5.3 1101. I have reset my tivo to 6 tuners and so far, ok... :) They say they are pushing out the update in waves in my region, westminster, md, but scheduled mine special today.
     
  19. Mar 27, 2014 #999 of 1187
    bmgoodman

    bmgoodman Member

    970
    0
    Dec 20, 2000
    Northern...
    I did use comcastcares_support@comcast.com. That's how I got the fast response. From the voicemail, I think the rep misunderstood what I was asking. She might have thought I was asking about an "upgraded CableCard" as in a newer model. She never used the word "firmware". But I still have to call back and try to convince her.

    Thanks for posting!
     
  20. andyf

    andyf Active Member

    1,176
    2
    Feb 23, 2000
    Houston,...
    Just wanted to post an update. Got the 1.5.3.1101 on Feb 5th thanks to GriffithStrife. Since that time tuning has been perfect on all 6 tuners.

    Last week I started getting multiple V58 errors on the premium channels. I was wondering if Comcast was messing around trying to get Xfinity VOD working so I left it alone. Still getting the V58 errors the next day. I rebooted the Roamio and all has been fine since.

    So it's possible the card can get into a weird state after a period of time but a reboot does seem to fix it.
     

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