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Old 07-17-2007, 07:55 AM   #2911
JPShinn
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Here's a new one. All of a sudden, I've lost some of my basic cable channels. That is, I do great on HiDef channels and most of my other "premium" and "extended" channels, but I've lost Channels 2, 4, 5, 7 and 9 (Fox, KRON, CBS, ABC and PBS here in the Bay Area). Comcast says it's a Tivo problem. Any takers with thoughts?

Thx.
John
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Old 07-17-2007, 08:53 AM   #2912
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Quote:
Originally Posted by JPShinn
Here's a new one. All of a sudden, I've lost some of my basic cable channels. That is, I do great on HiDef channels and most of my other "premium" and "extended" channels, but I've lost Channels 2, 4, 5, 7 and 9 (Fox, KRON, CBS, ABC and PBS here in the Bay Area). Comcast says it's a Tivo problem. Any takers with thoughts?

Thx.
John
lol! No way for Tivo to "lose" analog channels.
More like they screwed up the cablecard mappings for analog to digital simulcast, and/or messed up your account's access to those digital versions. Comcast is messed up.
You can tune the missing channels and check out the diagnostics or CC conditional access pages etc and verify it says "QAM*" rather than analog for the channels, etc..
or pop the cablecards and retune the analog manually to prove it..
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Old 07-17-2007, 09:20 AM   #2913
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Not getting premiums (your first problem that they fixed) is probably the copy protection/pairing issue that you were aware of. The likely permutation here is the system knew which tier, expanded basic, digital cable, etc. you were supposed to get, but the cards weren't paired properly.

Your new problem with no channels above 30 sounds like an account authorization problem for the card in question, meaning the system doesn't know you are supposed to get expanded basic, digital cable, etc. on that card.
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Old 07-17-2007, 09:32 AM   #2914
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I have a problem that is two fold. First, right after the cable guy left I realized cable card 2 is not working. When I go to test the channels on it I get nothing so I figure I can call about that and hopefully they can get it fixed. The second thing may be related to the cable card but I can't figure it out. I went into the channel settings and checked off all the channels I receive and I get those channels, but the tivo doesn't have any information on the programming for the channels - it just says To Be Announced. I manually set up a call for a download and still nothing. Has anyone had this problem?
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Old 07-17-2007, 11:26 AM   #2915
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Quote:
Originally Posted by patysc
...tivo doesn't have any information on the programming for the channels - it just says To Be Announced.
If this is the first time you have done the Guided Setup with those channels, they will show 'To Be Announced' until the TiVo finishes indexing the guide information. Even if you force a download, the TiVo still has to index the information it receives, which can take a while depending on how many channels you have.
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Old 07-19-2007, 06:17 PM   #2916
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Delray Beach, FL

Fairly smooth install but overall disappointed in virtually no cost savings. Charges are:

Cable Card 1: $0.00
Cable Card 2: $2.00
HD Service Cable Card 1: $6.95
HD Service Cable Card 2: $6.95
Digital Service (Channels above 100): $19.95
Basic Service: "free" included in rent

I was previously using a Scientific Atlanta 8300HD. Based on my calculations it will take 12.5 years to recoup the cost of the Tivo. Too bad the Tivo is unlikely to last that long :-(

Anybody else have better luck with Comcast in Boca/Delray?

Cliff.
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Old 07-19-2007, 08:15 PM   #2917
drcos
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Well here in SWFL on my second month, I have a 41.70 "ADd'l Digital Eqp with ON DEMAND Comcast HDTV Service" charge. I have called this evening to question it and was first told that it was for a digital outlet. After some discussion, I was put on hold and then told:
1. There is an additional charge for "HD-enabled" cable cards. I pointed out there was no such thing.
2. There is an additional charge for the digital channels (above 100). I said, yes there is, it's already on the bill as 'Digital Preferred.'
3. Well, it's like a box fee, even though you don't have a box. We then mutually decided that had to be b.s., as it even sounded illegal (at least hinky) to the rep.
I pointed out that I had previously discussed the cable card fees with another rep, back in June, and that the first card in each box was free and the second was $1.50. There is in fact a $1.50 "Add'l Cable Card" charge on the bill.

Then I was told they would have to 'research' and call me back, but the charge would certainly not be that much. I called later and found out that they were still looking into it.
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Old 07-20-2007, 02:29 PM   #2918
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My experience. Atlanta, Comcast, July 2007

I am actually starting this adventure of getting my cable cards installed in Atlanta.
WOW after reading this thread, I really do not expect much positive things happening

Here we go.

Called 1-800 COMCAST, got through the computer, their phone was ringing ... Disconnected.

OK
Again

This time I got a person.
Very nice CSR. I told her I need a specialist who has done TIVO Installations before and I need him to bring more than 2 cards. Her answer was that all her people are specialized and know what they are doing.
Then we made a date. 3 weeks later??!!. They did not have any earlier appointments available…. Great! Finished the call.

To check if the CSR has entered the right information I thought I’d better call back and make sure they understood that I need 2 cards....

They actually had 2 cards on file. So far so good.
$18.25 extra charge monthly. Because of the HD channels

Now we wait.

The day was finally here. Appointment was scheduled between 11am and 2pm. The guy showed up at 2:30pm after I had to call Comcast to ask were he was.
Anyway he was here.

I asked if he had ever installed a Tivo.
No… Of course not!
Did he bring 2 cards?
No. Why would you need 2 cards? He asked.

Fortunately he had a second one in the car.

I told him that a lot of cards fail or are already programmed for other users. He just grinned and said he never heard that before.
I gave him 2 descriptions what to do. The sheet that came with the Tivo and a printout from this forum with exact instructions. He looked at me funny why I would give him that and briefly looked it over and put the first card into slot 2.
I had bolded the section with :”START WITH SLOT 1”
So I read the instructions to him. I wanted this to work. He called his contact at Comcast and they seemed to know nothing. I heard him say at least 20 times: "...because a Tivo has 2 cards...".
After a long back and forth we got the first card working. They refused to send a hit to the first card before they have the data for the second. After some fight they did send the hit.

The second card was broken. Did not work at all and did not even give us a host number. I mentioned a brief “I told you so”. He should have brought more that 2 cards as I requested on the phone. He said he only gets a certain amount of cards in the morning and can not pick up additional cards during the day otherwise he would come back later. He had to come back the next day.

Fortunately my boss let me work from home again so I could be there. And again he was an hour late and the whole drama with his contact started again. This time the card activated quite quickly but only for the lower basic channels. No digital or HD channels. They obviously set the second card on basic subscription. They seem to argue with every installation. No wonder it takes 3 weeks to get an appointment. After a lot of back and forth again we got the card working on all channels.

Everything that was mentioned in this threat before is still happening with Comcast. They do not care, obviously. The guy was nice and all but I would rather have obnoxious and knowledgeable than nice and clueless.
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Old 07-22-2007, 03:58 PM   #2919
drcos
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Meanwhile, the battle with Comcast over billing (overbilling?) continues...
Talked with a gentleman yesterday to cancel a truck roll, discussed the billing problems (41.90 for 'additional digital equipment'), and he 'fixed' the bill.
This morning, two cards did not get 'digital preferred.' Talked to another gentleman, who said the 'fixed' bill is incorrect. He did however, fix the cards. So now I am going into the local office tomorrow, armed with the current price list, the printouts from their own web site on cablecard pricing, and my bill to fix this once and for all. This is the latest bs from Comcast:

Their pricing list and website indicate that once I pay for programming, the second cable card on the first outlet is $1.91 maximum ($1.50 here). The additional digital outlet charge is $6.95 which includes the first cablecard in the second Tivo. The second cable card in the second Tivo is the other $1.50.

Their current 'logic' as it was explained to me today, was that since I didn't have a box, I had to pay the same price as if I had their DVR box, and three additional devices (cable cards). So they say that I am in fact paying what 'I think I should be paying' except that it is broken out separately...The fees are just listed differently from their pricing list.

Now the worry is that even if I get them to straighten out the bill as per their own price list, that will screw up the cards and when I call to get the cards straightened out, they will re-screw the bill.

FIOS cannot get here soon enough.
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Old 07-23-2007, 09:41 AM   #2920
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drcos, see this post for contact info for someone in corporate who is aware of the "additional outlet" issue, and knows how to fix it:

http://www.tivocommunity.com/tivo-vb...71#post5056271

She should be able to get the billing issue straightened out for you.
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Old 07-23-2007, 09:50 PM   #2921
drcos
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TerpBE, I will try that if I have to (is she corporate?), I did not go into the office today, but will tomorrow, armed with my official price list and Comcast website printouts...
How much will I be charged for Cable Cards?
and
Comcast's Cable Card policy...
To be continued...
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Last edited by drcos : 07-23-2007 at 10:13 PM.
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Old 07-23-2007, 10:04 PM   #2922
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Quote:
Originally Posted by drcos
TerpBE, I will try that if I have to, I did not go into the office today, but will tomorrow, armed with my official price list and Comcast website printouts...
How much will I be charged for Cable Cards?
and
Comcast's Cable Card policy...
To be continued...
YMMV .... the prices are different in different markets

Quote:
Originally Posted by From Comcast page
Disclaimer: Regulated Prices quoted above may not apply in all markets. Please call 1-800-COMCAST to learn more about Regulated Prices for your area.

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Old 07-23-2007, 10:15 PM   #2923
drcos
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Quote:
Originally Posted by toddc
YMMV .... the prices are different in different markets
Yes but not $40/month different (even from CSR to CSR)!!
And the second link (first cable card on each outlet is free) is corporate, not regional.

I have been unsuccesfully searching out the actual 'regulated' maximum pricing they can gouge...er charge us.
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Old 07-24-2007, 05:06 AM   #2924
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My experience with ComCast was that everytime you spoke with someone you got a different story.

You're probably better off going to one of their retail locations with the printouts and giving them a hard time there.

In general, Comcast, at least around here, has a huge dislike for cablecards and wants to do as little as possible to support them. Several of the Comcast employees that I spoke with were outright hostile toward having to support them, and it seemed like management was actually trying to create that air of hostility. The flip side was that CSRs at Comcast had basically no training in how to support Cable Cards, and this did not seem like an accident.

Go there in person, and take the printouts with you.

I think I was paying 5.99 and 2.99 for two cards respectively...

Gerhard

PS Comcasts hostility and the fact the it was a huge effort to deal with them caused me to move to Verizon FIOS TV.
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Old 07-24-2007, 09:15 AM   #2925
TerpBE
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Quote:
Originally Posted by drcos
TerpBE, I will try that if I have to (is she corporate?), I did not go into the office today, but will tomorrow, armed with my official price list and Comcast website printouts...
How much will I be charged for Cable Cards?
and
Comcast's Cable Card policy...
To be continued...
Yeah, she's corporate. She knows what she's doing. I first heard from her after I emailed the FCC (and CC:ed several Comcast VPs ) about being overcharged by Comcast.

She said if anybody else had similar problems they could contact her.
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Old 07-24-2007, 11:55 AM   #2926
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Premium Channel Woes!
Had my Comcast visit yesterday. Tech brought only 2 cards. We followed instructions (card 1, then card 2). But after each "hit" only got basic channels. He explained it "takes time" for card to download all channel information. But he gave me his number and said to call in an hour if no change. Called in an hour and he got a second "hit" sent. Both cards now showed digital channels but only one card displayed premium (HBO) channels. Second tech came next morning and replaced card 2. Still no premium channels. Called TIVO - who said it is a Comcast issue.

Has anyone had experience where premium channels not displayed for only one card?
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Old 07-24-2007, 12:24 PM   #2927
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Does anyone know if Comcast offers the Multi-Stream cablecard in the Philadelphia area? I just ordered the new tivo hd, and need to call them up to get a cablecard or two, and to take back their DVR.
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Old 07-25-2007, 06:55 AM   #2928
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After being charged $17.90 monthly for my single S3 (in addition to digital subscription fees) I returned it for a refund and took the SA8300HD from Comcast for (I think it is - my brain is dead from all the price changes by Comcast) $11.95 monthly. Now that the new TiVo HD is out and it takes an M card, I wonder what the posture of Comcast here in S FL will be. If I can get a working CC (M or 2 singles) for less than $10 a month, I'd be inclined to go back to TiVo, especially since I have 2.5 years of prepaid service going to waste.
Has anyone in S FL (DelRay/Boca) actually got the cable card charges reconciled to less than the $17.90 I was being ripped off for? (I had just the S3 Tivo - no Comcast cable boxes or other CCs)

I just got off the phone (1-800-comcast) and the rep told me the cable cards for a tivo will cost $14.45 each. Her answer to my price quote from the web page is that the website prices have not been updated. That's a total of $28.90, up another $11.00 from when I canceled a couple weeks ago! And up $23.40 from a month ago. Incidentaly, though I was as pleasant as I could be the rep's attitude became decidedly "frosty" when I said I was interested in adding a TiVo to my cable services

drcos and chelsel - have you reconciled anything with Comcast and or have you seen this new price I was quoted?

Last edited by oldnacl : 07-25-2007 at 08:26 AM.
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Old 07-25-2007, 09:45 AM   #2929
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Quote:
Originally Posted by oldnacl
I just got off the phone (1-800-comcast) and the rep told me the cable cards for a tivo will cost $14.45 each. Her answer to my price quote from the web page is that the website prices have not been updated. That's a total of $28.90, up another $11.00 from when I canceled a couple weeks ago! And up $23.40 from a month ago. Incidentaly, though I was as pleasant as I could be the rep's attitude became decidedly "frosty" when I said I was interested in adding a TiVo to my cable services

drcos and chelsel - have you reconciled anything with Comcast and or have you seen this new price I was quoted?
Maybe you should call TiVo and see if they have the new CableCARD support group (referenced in some of the TiVo HD posts) setup yet. You can tell them that you are having trouble with installation. The cable company wants to charge you over twice as much for the CableCARDs as they do for their own PVR (which BTW after July 1st are also supposed to use CableCARDs)
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Old 07-25-2007, 10:37 AM   #2930
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Sound and Picture Problems on Some HD Channels

I'm a Houston Comcast customer (they just tookover for TWC) with and had both cable cards working great a few weeks back after a few setup issues. However, now there are some problems with some of the HD channels. One hardly comes in at all and others have pixel looking distortions periodically and the sounds cuts in and out. Not all the HD channels are affected and some times it's worse than others. The same problems occur on both tuners at the same time. I called Comcast last night and a tech is coming out Sat. I was wondering if anyone else has had similar problems so I can discuss it with the tech when he comes.
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Old 07-25-2007, 11:54 AM   #2931
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i had digital cable and cablecards installed last may. everything was working fine, except we kept getting a $5.99 "Digital Access Fee" along with the regular cost of our package. tempting fate, i called yesterday and found out that they had set up my account with 2 cablecards, but not for a S3 TiVo. the csr said he would take care of it and then promptly deleted one of the cards from my account causing one of the CC to stop working. calling back, i got another CSR who seemed to think the $5.99 charge was correct, but when i politely referred her to the comcast FAQ on cablecard pricing that explicitly states how S3s should be handled, she apologized and eventually found the correct code for my setup. so, supposedly, i have a credit for the months in which we paid the "Digital Access Fee" and i should be charged only $1.50 per month for the additional card. we'll see when next months bill rolls around.

i will say everyone at comcast has tried to be very helpful, but they obviously just don't deal with cablecards and S3s very often. the FAQ on cablecards is your best weapon and taking a firm but gentle approach with them seemed to work best for me. at least once things are entered correctly the cablecards work beautifully.
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Old 07-25-2007, 01:36 PM   #2932
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Comcast customer in Philadelphia here, thinking about getting a TiVoHD. I have a question about fees.

Right now, I have a regular digital box feeding a Series 2 TiVo in the bedroom, a regular digital box feeding a Series 2 TiVo in the living room, and a Motorola 3416 DVR, also in the living room. I am paying $11.95 for the DVR and $8.90 for an "additional outlet," on top of the base fee for the digital package with HBO.

If I buy the TiVoHD and replace both boxes in the living room with two cable cards, will I still have to pay the "additional outlet" fee, even though I'll only have a single Comcast box?
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Old 07-25-2007, 01:36 PM   #2933
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Arrow

Anyone got a link to the cable card install walkthrough?

I thought I printed it out, now I can't find it (nevermind it's three weeks later due to Comcast - grrr...)

Now it appears to be missing from the top of the forum...

Ack!
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Old 07-25-2007, 02:01 PM   #2934
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Quote:
Originally Posted by aindik
Comcast customer in Philadelphia here, thinking about getting a TiVoHD. I have a question about fees.

Right now, I have a regular digital box feeding a Series 2 TiVo in the bedroom, a regular digital box feeding a Series 2 TiVo in the living room, and a Motorola 3416 DVR, also in the living room. I am paying $11.95 for the DVR and $8.90 for an "additional outlet," on top of the base fee for the digital package with HBO.

If I buy the TiVoHD and replace both boxes in the living room with two cable cards, will I still have to pay the "additional outlet" fee, even though I'll only have a single Comcast box?
You get one outlet with your programming package.

For each outlet (both the included "first outlet" and each additional outlet you pay for) you can have one free CableCARD. An additional CableCARD for each outlet is $1.50/month.

So you'll have one cable box and two TiVO HD units, each with CableCARDs. That's three outlets total. You'll pay 2 additional outlet fees and, unless multistream CableCARDs are available in your market, will pay 2 $1.50 additional CableCARD fees for each TiVo HD unit.

If the Comcast box you're keeping is an HD DVR you'll also be paying the fee for that.
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Old 07-25-2007, 02:09 PM   #2935
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Quote:
Originally Posted by aindik
Comcast customer in Philadelphia here, thinking about getting a TiVoHD. I have a question about fees.

Right now, I have a regular digital box feeding a Series 2 TiVo in the bedroom, a regular digital box feeding a Series 2 TiVo in the living room, and a Motorola 3416 DVR, also in the living room. I am paying $11.95 for the DVR and $8.90 for an "additional outlet," on top of the base fee for the digital package with HBO.

If I buy the TiVoHD and replace both boxes in the living room with two cable cards, will I still have to pay the "additional outlet" fee, even though I'll only have a single Comcast box?
Each "box" counts as an outlet, whether it is a cable box or a CableCard device (Tivo). So if you have one cablebox and one TivoHD, the additional charges will be:

$0.00 first outlet (cable box)
$8.90 additional outlet
$0.00 first Tivo Cablecard
$1.50 second Tivo CableCard

(double that if you have two TivoHDs)

Based on history, Comcast may try charging you TWO additional outlet charges for each TivoHD. This is wrong, and you will have to argue with them to have the second one removed.
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Old 07-25-2007, 02:11 PM   #2936
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Quote:
Originally Posted by dswallow
You get one outlet with your programming package.

For each outlet (both the included "first outlet" and each additional outlet you pay for) you can have one free CableCARD. An additional CableCARD for each outlet is $1.50/month.

So you'll have one cable box and two TiVO HD units, each with CableCARDs. That's three outlets total. You'll pay 2 additional outlet fees and, unless multistream CableCARDs are available in your market, will pay 2 $1.50 additional CableCARD fees for each TiVo HD unit.

If the Comcast box you're keeping is an HD DVR you'll also be paying the fee for that.
I would only have one TiVoHD unit, not two. I'm replacing two boxes (a DVR and a standard box) with a single TiVoHD housing two Cablecards. In the living room - single TiVoHD unit with two cable cards. In the bedroom - standard digital box feeding Series 2 TiVo.

It sucks that the TiVoHD counts as an "outlet." I thought that was a box rental fee, not a content mirroring fee. I was using the disappearance of the "additional outlet" fee to justify the purchase of the TiVoHD.
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Old 07-25-2007, 02:13 PM   #2937
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Quote:
Originally Posted by srcohen
Has anyone had experience where premium channels not displayed for only one card?
Not premium channels (HBO, Cinemax, etc.), but all the "Cable Plus" channels (ESPNHD, Flix, etc.) were a problem for me. It is an issue with the info not being entered correctly on the cable company's end. So the "hit" they send doesn't include all of the features that it should.
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Old 07-25-2007, 02:23 PM   #2938
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Arrow

OK, at least I now know why the cards won't authorize - their systems are down

But at least I physically have the cards! Woot!

And he gave me their internal dispatch number in case the system doesn't come up before 5 and all the normal contact center folks go home. So hopefully sometime tonight I'll have two activated cable cards

EDIT: SIGH.... now they are wanting to switch the cards out. Friday night will be the next attempt. The saga continues....
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Old 07-25-2007, 04:21 PM   #2939
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Oh the joy of Comcast... Moved into a new apartment on 14th, had already purchased Series 3, and wanted service activated and cable cards installed that day. Tech shows up without cable cards. He says that he is a contractor tech and that they are not allowed to do the cable card installs. Then why in the heck did comcast send him when my order explicitly stated cable card install?!?!?!? I spent the next two hours plus on hold/trying to get dispatch to find someone to bring me cable cards. Finally give in and decide to call again the next day.

On the 15th, CSR tells me that I need to just go pick up cable cards at my local office, because it could take over a week to get a new tech out. Go to the office on the 16th, and none of the workers even know what a cable card is.... WOW. Call again and set up an appointment... for today, the 25th. Apparently comcast in Memphis has specific cable card techs, and after talking to at least 10 different people, I finally got an appointment with one of them.

Appointment today is from 2-4PM. I had a call from the tech yesterday confirming my appointment for today. 4PM rolls around and I haven't heard anything. I call in to dispatch to check on my guy, and my appointment has been CANCELED!!! WTF??? Was anyone going to notify my that my appointment had been canceled? I was never even able to get a reason why it was canceled. The dispatcher is currently looking for another tech to bring me cable cards. Given their track record, I doubt this happens. Guess I'll be making another appointment for two weeks down the road..........
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Old 07-25-2007, 06:29 PM   #2940
drcos
HD where available
 
Join Date: Jul 2001
Location: Venice FL
Posts: 238
Quote:
Originally Posted by TerpBE
Not premium channels (HBO, Cinemax, etc.), but all the "Cable Plus" channels (ESPNHD, Flix, etc.) were a problem for me. It is an issue with the info not being entered correctly on the cable company's end.
Had that same problem with the 'digital plus' channels, it was a billing/info error.

MEANWHILE...went to my local office today, where we determined (using the handy Comcast price list and printouts from the web pages)...
First outlet, one card no charge, second card $1.50
Second outlet, $13.90 (6.95 for digital outlet, 6.95 for HD), includes one card, second card is $1.50.

The helpful (seriously) rep did not want to screw with the account as it is working and she is 'not that familiar' with the cable cards/billing. She said she would have a knowledgeable rep contact me with questions, etc. The other two reps in the office were also helpful and curious to the situation and agreed that some of the charges I had been told about by various phone reps were 'bogus.'

Also, we discussed the fact that their tech removed my modem late last year and replaced it with a new modem, which they started charging me rental for. She noted on the account that since they removed my (owned) modem, the new modem is now mine.

So, the additional fees for (2) Tivos should be $16.90 total, as opposed to the $30-40 I was paying for two HD-DVR's. We shall see...
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