Do I need a truck roll to switch cable cards?

[cheerdude]

Currently have a Series 3 with 2 active cable cards. Thanks to Woot, I an replacing this with a TiVo HD XL; which came today.

I would like to simply take the CCs out of the S3 and put them in the XL.

1) Can I do this without a call to my cable provider? (Comcast)
2) If I need to call, can I do the switch over the phone or will Comcast require a truck roll?

I figure that I still should call Comcast to confirm with them... but wanted to see any personal experiences out there.

[kdmorse]

Currently have a Series 3 with 2 active cable cards. Thanks to Woot, I an replacing this with a TiVo HD XL; which came today.

I would like to simply take the CCs out of the S3 and put them in the XL.

1) Can I do this without a call to my cable provider? (Comcast)
2) If I need to call, can I do the switch over the phone or will Comcast require a truck roll?

I figure that I still should call Comcast to confirm with them... but wanted to see any personal experiences out there.

It varies wildly by area. But you *should* be able to (I do frequently).

Call them, tell them you swapped out a dead box, and you need to "update the pairing information" for the cablecards in question. Do *not* say that you need to Re Pair them. Because they will hear that as repair, as in fixing that which is broken, and immediately send you down the truck-roll service request.

They may say "Oh, we only need the Data ID". Insist on giving them all your numbers. If (when) the first update hit doesn't work. Remind them that they need to *save* the screen they just entered, before sending the new hit. If (when) that doesn't work, remind them that it takes a few minutes for the saved data to make it to the servers that need to send the hit. Get them to stay on the line for a few minutes and keep sending hits periodically, somewhere around the 3 minute mark you'll get a good hit with the correct numbers in it.

-Ken

[cheerdude]

Thanks - Do I need to do one card at a time or can I put in both cards & just make one call?

[TerpBE]

Comcast pairs the cablecard with the device, so they definitely have to update the numbers on their end before it will work.

Theoretically this can be done over the phone, but I've dealt with Comcast many times with cablecard issues. They will refuse to do it over the phone and require a technician to come out so that he can read the numbers to the support rep.

I don't think the people you call are able (or allowed) to update the cablecard info. Only the people at the "magic number" that the technicians call can do it. As far as I know, there's no way for you to call them yourself.

[Adam1115]

Comcast pairs the cablecard with the device, so they definitely have to update the numbers on their end before it will work.

Theoretically this can be done over the phone, but I've dealt with Comcast many times with cablecard issues. They will refuse to do it over the phone and require a technician to come out so that he can read the numbers to the support rep.

I don't think the people you call are able (or allowed) to update the cablecard info. Only the people at the "magic number" that the technicians call can do it. As far as I know, there's no way for you to call them yourself.

This has been my experience...

[retired_guy]

Comcast pairs the cablecard with the device, so they definitely have to update the numbers on their end before it will work.

Theoretically this can be done over the phone, but I've dealt with Comcast many times with cablecard issues. They will refuse to do it over the phone and require a technician to come out so that he can read the numbers to the support rep.

I don't think the people you call are able (or allowed) to update the cablecard info. Only the people at the "magic number" that the technicians call can do it. As far as I know, there's no way for you to call them yourself.

This does apparently vary for Comcast by geographical region since I've done it over the phone myself for the last two cards I've installed (a M-card on a S4 and one S-card on a S3). Prior to this, it took a truck roll in my northern california area. It can be a bit frustrating depending upon which person you get to talk to; some are great, some don't really know what they're doing, so you may have to make a multiple calls to eventually get someone capable of doing the job correctly.

[caddyroger]

It depend on the area. In my area I can go to the office and pick the cards and install them. Then just call Comcast with the tv on and at the pairing screen. Comcast will ask for 2 set of numbers. 1 min later every thing is done.
Just exchange the cards and call Comcast.

[jmill]

It depend on the area. In my area I can go to the office and pick the cards and install them. Then just call Comcast with the tv on and at the pairing screen. Comcast will ask for 2 set of numbers. 1 min later every thing is done.
Just exchange the cards and call Comcast.

Same here. I picked up CableCards at Comcast office, called in to activate and was done at that point. I never had anyone from Comcast to visit.

[CraigHB]

There are some Comcast markets that allow self-install for cable cards. You're lucky if you're in one of those areas. The biggest headache about cable cards is they almost always require a truck roll. To make matters worse, techs are often totally in the dark when it comes to cable card installations. Half the time, they don't even have any when they show up.

The original intent was always for cable cards to have a self-install option. They were designed that way. Even though cable cards were mandated by the FFC, cable companies were allowed to come up with the system themselves. It's their design, but they've done everything they can to make them a royal pain for customers.

I could never understand why operators insist on a truck roll. It's only a matter of showing a cable card page and relaying two series of numbers. Since most techs seem to be highly challenged by this task, it doesn't seem to me they would be any worse off letting the customers do it themselves.

[cheerdude]

When I call - what numbers do I need to have available for the cable company?

[tiassa]

Thanks - Do I need to do one card at a time or can I put in both cards & just make one call?

One thing you didn't mention, does your S3 have M Cards in it? If so then the THD will only need one card to replace both of them.

[TonyTheTiger]

Jeff, you need the numbers on the pairing screen. The Comcr@p CSR should be able to pair it over the phone with the Host and Data ID #s.

[cheerdude]

One thing you didn't mention, does your S3 have M Cards in it? If so then the THD will only need one card to replace both of them.

To the best of my knowledge, no M cards...

[cheerdude]

Thanks Tony (and everyone)

I called Comcast to confirm ... they (a tech rep) said that, since I already have the CCs in hand, all that I would need to do is call to get them re-paired (updated). When I asked if he could guarantee that, he laughed & said "It should be that easy..."

We shall see...

[tiassa]

To the best of my knowledge, no M cards...

You can check "Messages and Settings --> Account and System Info --> Cable Card Decoders" -- that screen will tell you if you have M-Cards.

Or you can check when you pull them

[cr33p]

I was able to do multiple swaps in MI with my M card from unit to unit without any calls or truck rolls with Comcast.

This past week however I swapped some services and the tard on the phone removed my HDTV addition that gives me my TLC HD A&E HD etc, so now I have only local HD and all my addl channels. 2 phone calls so far, lady last nite let me give her my pairing info but of course it wouldn't work. Now a truck is coming today.

I pray they will fix it, however its likely someone will come that knows nothing about cable cards and it simply an issue on their end, I am already receiving the majority of my digital channels so the card is active and decrypting channels properly, just not ALL that I am supposed to receive

[jmace57]

Just wanted to throw in a me too (Comcast in Houston, TX) - they let me swap them at the storefront and make the call from home.
Jim

[kdmorse]

When I call - what numbers do I need to have available for the cable company?

Jeff, you need the numbers on the pairing screen. The Comcr@p CSR should be able to pair it over the phone with the Host and Data ID #s.

Depending on how they identify cards, you may need the card SN as well. Not because they need to type it in, but because they will be presented with a menu listing all your CC's, and they need to know which one to click on.

Normally saying "The card that ends in 6827" is enough. Sometimes they've attached 'location' tags to the cards, and sometimes those tags persist across customers, so they'll ask "Is this the CC in the Kitchen, or the Attic?" Tell them you have the SN, and identify it that way, and you should be on the right track.

-Ken

[cheerdude]

Great... Technician is required; unbelievable

And - next available is Friday morning!

EDIT: It is working, except for no HBO. Will still have the technician come.

[DBLClick]

That's Comcast for you. The funny thing is they don't do anything other than call the head end, make you move and swap cable cards and drive to the screen to get the paring numbers. Oh don't forget they wish to charge you for the experience. :)

Glad I'm with FIOS.

[cheerdude]

Supposedly there isn't a charge for this... at least that's what the CSR said (yeah... yeah... I know)

Everything is still working ok - as of this morning. I'll check tonight to see if HBO is functioning or not. If it works, I'll cancel the appointment.

I did get a call today from Comcast asking if "Everything was Ok... and if so, to call & cancel the appointment". I almost want to keep it just to spite them... but I don't think that I am that mean of a person (not to mention taking time off to get this done)

[MScottC]

I live in a location that "requires a truck roll" whenever it comes to cablecards. I however refuse to put up with that BS. I'd rather spend an hour trying to get a tech supervisor on the phone who will let me read the numbers and the several times I've done that, I've succeeded. It's a simple argument of "You want to waste a day of mine and hours of your tech, I do not. I know it can be done, now find me someone who can do it with me over the phone." Be persuasive, and eventually you will find someone who can do the pairing with you.

[WizarDru]

Last week my main TiVo died and I ordered a Premiere as a replacement. In the ensuing request with Verizon, they said they'd send me the 'M' card and then I could ship the two 'S' cards back to them. Which sounded fine.

Then, on Saturday, I get an e-mail telling me that an installer will be there on 7/21. Something that hadn't even been discussed during the order. Following that, I call Verizon, since I haven't gotten a card for him to install. Only to find he'll be bringing the card and installing it himself. Of course, the range of times he'll arrive? 8AM-5PM.

Some things don't change, clearly.

[spocko]

Everything is still working ok - as of this morning. I'll check tonight to see if HBO is functioning or not. If it works, I'll cancel the appointment.

Pairing is technically only required for premium channels like HBO. What you are seeing now is what you should expect if you just move the cards from one device to another, i.e. non-premium channels work, premium channels don't. In order to get HBO working, you will need the card(s) to be paired with the device.

To be clear, the card does have to be registered and authorized on the cable system for it to work at all,. Once that has been done, you can move the card to another device in your home and you should still be able to receive the non-premium channels.

[cheerdude]

Follow-up: Appointment was this morning.

After an initial difficult from the tech trying to get a hold of the right people (not his fault)... he is able to get the CC authorized and paired correctly.

Note that I said Cable Card (not plural). He asked and was able to install an M-Card on the first go around! In addition, due to some internet issues that we had been experiencing, he also re-wired the outside connection.

So far... so good!

[Gregor]

Follow-up: Appointment was this morning.

After an initial difficult from the tech trying to get a hold of the right people (not his fault)... he is able to get the CC authorized and paired correctly.

Note that I said Cable Card (not plural). He asked and was able to install an M-Card on the first go around! In addition, due to some internet issues that we had been experiencing, he also re-wired the outside connection.

So far... so good!

:up:

[WizarDru]

Had my installation for my premiere this past Wednesday. Verizon said between 8-5...so he arrived at 3PM. After giving me the card (which I plugged in, when he seemed uninterested), he called in the data then went to his van. About 10 minutes later, everything worked. I gave him another 10 minutes and then went out to his van and signalled he was all done.

He comes out and follows me in (presumably to make sure) and then tells me it'll be another 30 minutes for the guide data, so he'll wait. I then remind him it's a TIVO...I already HAVE the guide data. So no resting in the van for him. :)