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XFINITY: Negative Experience, CableCard

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Cap'n Preshoot, Jun 30, 2012.

  1. Cap'n Preshoot

    Cap'n Preshoot New Member

    72
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    Apr 25, 2011
    Katy, TX
    I recently had to get a warranty-replacement Premier (basic) TIVO because the hard drive died in the old one. Of course there was a cablecard in it which had to be changed over.

    XFINITY, nee Comcast, tells me that they are unable to pair my (multistream M-Card) from my previous Premier with my new Premier because Comcast does not recognize the Host ID number of the new TIVO: 0-350-130-090-342

    Dear G_d, what next?

    The teledroid on the phone says that I will have to take my TIVO unit into the Comcast Service center (stand in line for 30 minutes) and then have them "scan the box into their system" and then call back and go through this process (of pairing the cablecard) once again.

    WTF ??

    Has anyone else with a brand-new Premiere had this problem in being unable to pair their cablecard? Is it just me? Do I have a black cloud over my head? Every interaction I'm required to have with Comcast seems to result in a negative experience.
     
  2. gastrof

    gastrof Hubcaps r in fashion

    7,482
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    Oct 31, 2003
    Potato and pen.
    See if they'll let you bring the old card back and get a new one.

    If the TiVo is one YOU own, and not one provided by Comcast, they should be able to pair a new card with it as if it was just another TiVo being introduced to your household.

    This may even be doable without a truck roll.

    I mean, it IS possible to have two TiVos in one house. In your case, the first one just isn't around any more.
     
  3. Jul 1, 2012 #3 of 16
    steve614

    steve614 what ru lookin at?

    10,722
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    May 1, 2006
    Dallas, TX
    They should know better than that by now. Might be time for another FCC complaint.
     
  4. Jul 1, 2012 #4 of 16
    jfh3

    jfh3 New Member

    4,469
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    Apr 15, 2004
    Denver area
    This should take someone n Comcast dispatch about 10 seconds to do.

    If you can't find someone that knows what they are doing via the regular CS number, call the Comcast CableCARD activation 800 number (unfortunately, I don't remember it off the top of my head).

    It may also be worth just getting a new CableCARD and having that paired (most CSRs can handle doing a new install) and just returning your current one.
     
  5. Jul 1, 2012 #5 of 16
    lessd

    lessd Well-Known Member

    7,810
    31
    Jan 23, 2005
    CT
    The number for Comcast Cable Card activation is 877 405-2298, I have used it a few time and it works great!!, but you must first tell them that the card was in use by you before so that Comcast can de-activate the card first, before the card can be re-activated.
     
  6. Jul 1, 2012 #6 of 16
    Cap'n Preshoot

    Cap'n Preshoot New Member

    72
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    Apr 25, 2011
    Katy, TX
    WOW!!!
    Thanks Les. That indeed was the magic telephone number.
    Holy crap, I was on the phone with them a total of 4 minutes.
    Man, that needs to be a "sticky" in boldface type.

    Thanks again guy!!!!!!!!!!!!!!
     
  7. Jul 1, 2012 #7 of 16
    muerte33

    muerte33 New Member

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    Jul 4, 2008
    I called that number 10 times over a 3 day period, finally had to have a truck come out.
    They had to end up deleting the card off my account, and putting it back so I could get the remaining 35 HD channels to show up. The Premium channels were working, just not the remaining 35 HD channels.
     
  8. Jul 1, 2012 #8 of 16
    Cap'n Preshoot

    Cap'n Preshoot New Member

    72
    0
    Apr 25, 2011
    Katy, TX
    What purpose did the truck roll serve?
    I haven't met very many of their "field" techs who were capable of heck of a lot more than driving the truck. They can perform "monkey see-monkey do insofar as replacing drops & drop connectors and performing a basic hookup, but the only time they sent someone out here for a cablecard issue, I asked them not to, but the guy came anyway and as expected he was helpless. He didn't even have another cablecard with him. Cablecard issues are 19 times out of 20 a programming issue and if not, replace the card and retry programming again.

    only my experience..
     
  9. Jul 1, 2012 #9 of 16
    aadam101

    aadam101 Tell me a joke

    7,097
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    Jul 14, 2002
    Massachusetts
    I needed a truck roll for mine. The tech came about 2 days after my 5 hours on the phone with Comcast. When the tech showed up the card just worked. It didn't work 2 days earlier. Someone had done something that caused something to update in the meantime but the tech wouldn't believe me and insisted it was because the unit was unplugged. It was unplugged because I hooked up the old unit to use while waiting for the new one to work.
     
  10. plfarley

    plfarley New Member

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    May 27, 2007
    I bought a new Tivo Premiere Elite (4 tuner) and then took the Cable Card out of my Tivo HD, wrote down the numbers on the Cable Card, then put the Cable Card in the new Premiere Elite.
    I called Comcast and they were able to get me going after I explained what I was doing.
     
  11. grue

    grue Member

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    Jul 16, 2003
    Ya, that number is hit and miss as well. Took me three tries to get someone who knew what they were doing, but when they know, boom, problem solved :)
     
  12. jfh3

    jfh3 New Member

    4,469
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    Apr 15, 2004
    Denver area
    There is NEVER a reason a truck roll is required to solve an authorization issue for a previously working CableCARD. Regardless of what the CSR tells you, CableCARDs do not "go bad" and the only thing a field tech is going to do is call dispatch.

    lessd, thanks for posting the number. I can't believe I couldn't remember it.
     
  13. Cap'n Preshoot

    Cap'n Preshoot New Member

    72
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    Apr 25, 2011
    Katy, TX
    As I learned with my "swap" the issue is they have to know (you have to tell them) that the card was previously used in a different box so they can first un-pair it before attempting to pair it to the new box. If they do not perform this un-pairing step, then the Host-ID of your new TIVO comes up as invalid.

    Getting a replacement CableCard would solve the issue too, but I'd sooner take a whipping than go stand in that G_d forsaken line at the cable office for 30~45 minutes and risk catching the hoochie-coochie from somebody's snot-nosed brat.

    .
     
  14. aadam101

    aadam101 Tell me a joke

    7,097
    10
    Jul 14, 2002
    Massachusetts
    The very first thing out of the technician's mouth was "I don't know what I'm supposed to do"
     
  15. Cap'n Preshoot

    Cap'n Preshoot New Member

    72
    0
    Apr 25, 2011
    Katy, TX
    Those are the exact words, verbatim, that the tech said upon arrival at my home. Then I asked him if he had brought a cable card with him. He said, "I don't think so. I''m kinda new and not sure what that is. There might be one on my truck. Would you recognize it if you saw it?"

    Then they tried to charge me for the truck roll. That's when I called the Director of MDU sales. That's part of our master contract agreement with Comcast. Ours is an elderly, restricted living gated community (55 and over). Realizing that with some elderly subscribers that a truck roll will occasionally be needed for "handholding", we built that into the bulk services contract. Our residents are never gouged for a truck rolll, no matter what.
     
  16. aadam101

    aadam101 Tell me a joke

    7,097
    10
    Jul 14, 2002
    Massachusetts
    My technician also did not bring a cable card with her. They also charged me and I had to call and complain. The CSR removed the charge as a "courtesy".
     

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