CableCard Install Nightmare - NOW WHAT?

[fronesis]

***UPDATED***
For anyone interested, please see update on this along with a couple of other questions at the very end of this thread.
***UPDATED***

Hi all - I throw myself at your mercy and hope for some help. Here's my story, in brief.

I read every thread I could find here about CableCards; I memorized Tivo's instructions. Then I bought a HD Tivo and scheduled my Comcast install. I told the Comcast people to make CERTAIN they sent a tech who understood cable cards, and they assured me they would.

The guy who showed up this morning was the most incompetent installer I've ever dealt with. He was nice enough, but he knew nothing, and he'd never installed a cable card. This was still OK, because I knew how to go through the Tivo screens and what to have him tell the folks when he called in to pair the card. And the good news is that he showed up with a new Motorola M Card.

But the problem was when he repeatedly tried to call 'dispatch' over the next 2 hours, they sometimes hung up on him and repeatedly proved that they had no idea what they were doing. I called Comcast directly and they said I MUST go through 'dispatch'. Back to 'dispatch' and they did nothing. The tech new nothing, and just wanted to leave. The comcast woman said the tech would NOT leave until I had all my channels, but then 'dispatch' told him that it would take '4 hours' for the Cablecards to work and that they'd done everything they were supposed to do.

Finally, I let him leave, but refused to pay the install price or the first month's service. I'm now left without any channels.

I now need to call comcast again, but how exactly should I proceed? What advice to people have to help me avoid doing this again? I tried to do it right the first time, and I"m afraid they'll just send out a 'tech' from the same 'dispatch'.

Any support MUCH appreciated...

[jlb]

My understanding from reading all of the CC threads is that the "hit"/initialization, if done right, should let you see all channels you subscribe to right away. If you are not seeing them, then they have done something way wrong.

[fronesis]

Thanks, jlb. That was exactly my understanding as well.

I just noticed something strange: if I 'test' channels under the Cablecard menus, I get nothing. But if I check 'cable signal strength' I get both a signal, and on higher numbered channels, I seem to be getting the channels. So I'm re-running guided setup now. I know for a fact that I wasn't getting any channels under 100, but perhaps I'm getting the higher numbered channels. Does that make sense to anyone?

[jmpage2]

It might help if you indicated what area of the country you are in since a few users here have contacts at Comcast with foremen, etc.

When my CC were installed they sent their "CC specialist". He knew less than me but did know enough to get them installed. We did have to reboot the Tivo HD at one point to get the cable cards initialized and since then (a year ago) everything has worked fine with the Tivo HD.

You could always try to find out who the service manager is in your Comcast area and try to get a hold of him directly. Ask him to send out someone with more familiarity with Cable Card and to have a spot reserved with the people at the main office who know how to install/configure the cards. This seems to be what happens in some areas of the country to make the installs less painful.

[fronesis]

Good point, jm.

I'm in Baltimore, Maryland - specifically in Baltimore city.

I'm having a very hard time understanding Comcast's business structure - who is where, and how they are organized. If anyone has any better contacts or a number to call to talk to someone who could help - that would be great!

[fronesis]

OK, after repeating guided setup I now discover that I can get about a half dozen channels, pretty much all local, but including local HD channels. I'm assuming this means that the CableCard is paired but not validated, because it shows up as not validated in conditional access. I guess I've got to call comcast, I just wish I knew who to call!

[Gregor]

What I did locally with Comcast is request that they send an employee of Comcast to do the install, not some contractor tech.

Tivo can assist on a 3 way call if you contact them.

[rainwater]

There is a special TiVo number for dealing with CableCard issues. Generally, they will do a 3 way call the cable company and the issue can be solved over the phone.

[tootal2]

Finally, I let him leave, but refused to pay the install price or the first month's service. I'm now left without any channels.

I now need to call comcast again, but how exactly should I proceed? What advice to people have to help me avoid doing this again? I tried to do it right the first time, and I"m afraid they'll just send out a 'tech' from the same 'dispatch'.

Any support MUCH appreciated...

Dont stop paying them. Just complain and they should give all the hd channels for free for 6 months.

[fronesis]

I just spent 90 minutes on the phone with a very nice comcast tech who seemed to understand what he was doing and who knew CableCards.

Still, after all that I can only get the local weather channel, the comcast network channel, and about 3 HD locals. The tech I spoke to was supposed to send someone else out, but when I got that service call, they thought my issues were all taken care of. I told them they were not, but rather than scheduling someone to come out, they hung up on me!

I also tried to get the tech I spoke with to call the Tivo hotline, but his supervisor wouldn't let him make an outgoing call!

[brewman]

My experience with multiple cable card installs is that it doesn't matter who the technician is. All that matters is the experience of the person doing the provisioning at the head-end.

That's not quite true - you want to get an actual Comcast service tech not a contractor, because the Comcast employed service tech is more likely to know which person doing the provisioning at the head-end is more likely to have a clue.

[fronesis]

I've now spent about 4 hours on the phone with comcast technical support (+ 2 with the tech in person and 3 waiting for him to show up). They keep 'sending signals' and taking my information about the card, but no one can make it work. They've also tried twice to schedule sending another tech out in person, but the first time they wanted to send the same guy who came this morning (who'd never seen a cable card and had probably done 2 installs in his life) and I said no, you must send some one who knows something; the second time, I never received a call and haven't had it in me to get back on the phone.

My card (an M card) is showing an 'auth: OC' code in the 'conditional access' screen, and from another thread I found, I think the card needs to be reinitialized. I've told the phone techs this, and they've 'sent more signals', but I don't know that it's actually been reinitialised, and I certainly don't have my channels.

I also called the Tivo hotline twice, but they just kept sending me to the online info. I've read that info closely, and it's helpful, but every thing that seems to need to check out, does check out.

[jmpage2]

Have you tried rebooting the Tivo through the Tivo menu? During my installation that's what had to be done to get it going after it was authorized.

[fronesis]

Yes, I've rebooted (and even powered off) a couple of times. I spent 2 more hours on the phone with Tivo. They were great, and tried everything the could. We did a 3 way call Comcast. I'm getting 'Auth: OC', and it looks like the card may be paired but not really activated.

At any rate, it STILL only gets about 4 channels and doesn't work. They've set up a 'tech' to come out on Monday, but I put 'tech' in scare quotes because I would bet huge money that the guy who shows up on Monday knows less than I do. Maybe a new card will work.

I don't know, but if the tech can't get it sorted on Monday, I guess I'll just watch HD OTA through my Tivo HD and tell Comcast to cancel my service.

Today I spent 14 hours on this, and I still don't have tv for the weekend. Fun.

Thanks to everyone for suggestions and comments - much appreciated.

[metalmeredith]

Sounds to me that it is time to try another card. I had to do 4 cards before they found one that worked. I also had 4 service calls. I knew more than 2 of the techs. The other 3 complained about what a PITA they were. Nice.

[fronesis]

Another tech came today. He, too, had never seen a cable card before, but at least he was willing to try AND he had the ability to communicate with the dispatch folks.

Thus, when he called in to dispatch he got a woman who knew what she was doing. She had a guy at the dispatch office 'take the elevator' to another room in order to do something so they could send a different signal from the headend.

This worked!

It also revealed that they had forgotten to put HBO on the account, but they then updated that and now I receive all the channels. I then had to repeat guided setup as all my channels under 100 would not provide guide data.

However...1 final issue

EspnHD and Espn2HD have bad cutting and/or pixelation issues (don't know which way too describe it, but it's clearly artifacts emerging and disappearing on certain parts of the image). When I check signal strength across channels, most are between 90 and 100, with a few in the 70s, and EspnHD is only around 41. MORE interesting is the fact that when I first change the channel to espnHD to check signal strength, it reports 70+, but then it drops into the 60s, then 50s, then 40s, almost as if it's cutting the signal strength back. It seems weird that I would have a 'weak signal' issue when so many channels are close to 100. Any ideas???

[slimoli]

Try changing the coax cable and/or any spliters you eventually have I had a similar problem last week where 3 channels were showing a lot of artifacts. Changed the coax cable between the splitter and the Tivo and problem solved. Signal strength can be significantly different between channels, specially when you have a bad cable.

[TolloNodre]

Another tech came today. He, too, had never seen a cable card before, but at least he was willing to try AND he had the ability to communicate with the dispatch folks.

Thus, when he called in to dispatch he got a woman who knew what she was doing. She had a guy at the dispatch office 'take the elevator' to another room in order to do something so they could send a different signal from the headend.

This worked!

It also revealed that they had forgotten to put HBO on the account, but they then updated that and now I receive all the channels. I then had to repeat guided setup as all my channels under 100 would not provide guide data.

However...1 final issue

EspnHD and Espn2HD have bad cutting and/or pixelation issues (don't know which way too describe it, but it's clearly artifacts emerging and disappearing on certain parts of the image). When I check signal strength across channels, most are between 90 and 100, with a few in the 70s, and EspnHD is only around 41. MORE interesting is the fact that when I first change the channel to espnHD to check signal strength, it reports 70+, but then it drops into the 60s, then 50s, then 40s, almost as if it's cutting the signal strength back. It seems weird that I would have a 'weak signal' issue when so many channels are close to 100. Any ideas???

I was at my wits end when - after the worlds easiest CC install - I had the same signal issue. Tried a reboot as suggested, still signal issues.

And then I pulled the plug waited the requisite 60 seconds, plugged it back in and I had great signal strength on everything. I have had to do this on two other occasions (long story) and pulling the plug (NOT rebooting) would seem to reset signal levels back to normal.

Just a suggestion...

[dig_duggler]

It could also be the signal strength from the cable coming into the house (it could just effect a handful of channels). If you can't solve it yourself, their tech should be able to troubleshoot where exactly the problem is.

[fronesis]

I think the strength of the signal running into the apartment must be ok, for two reasons.

1. because as soon as it comes in it's connected to a 2-way splitter that says it's -130dB. This splitter is only connected to one line, which runs through two rooms to the living room. There it is split again (with a -3dB splitter) to feed my Tivo and my cable modem.

2. Almost all my channels are signal strength of 90-100.

I do not have a connector, but I do have a different 2 way splitter that shouldn't reduce things by 130db.

Is it safe for me to use that when the cable first comes in???

After the turmoil with the cable cards, I'd really like to avoid another tech visit

Oh, and I seem to get ALL channels I'm supposed to get except for TNTHD, which just reports no signal at all. All other channels work fine besides ESPNHD and ESPN2HD.

Also: on the two channels that are pixellating I have a SNR of 30dB. On other channles the SNR is higher than that, but from reading here, a 30dB SNR should be good, right?

[fronesis]

OK, 2 more hours doing the job the tech should have done!

I removed the unneeded splitter at the point the cable enters the apartment. This boosted my SNR at the TV by 1 or 2 dB, and that was enough to:

- eliminate errors on ESPN HD!
- make TNT HD come in!!

I now have Tivo and HD. It only took about 12 hours of my time, but here's hoping it was worth it.

Thanks again to everyone who helped.

[rainwater]

After the turmoil with the cable cards, I'd really like to avoid another tech visit


One thing a cable tech can usually do is diagnose signal quality issues. Even though you have it fixed, it wouldn't hurt to schedule a visit from Comcast to check the line.

[fronesis]

One thing a cable tech can usually do is diagnose signal quality issues. Even though you have it fixed, it wouldn't hurt to schedule a visit from Comcast to check the line.

I know: you are 100% correct. I don't doubt it at all.

But right now I just can't bear to face another comcast tech appointment, and I really do worry that they'll mess something up (e.g. my broadband, which is GREAT, won't work). So I think I'll obvserve things closely over the next couple of days, and if it seems OK, go with it for now. I'm showing a SNR as high as 37 or 38, so I don't think I need to boost the signal more than that.