Comcast Cable box - Serial connection

Mchero · 10-22-2007, 10:59 PM

All of a sudden my S2 Tivo will not change channels on my Comcast Motorola box. I don't think It was a service update on the Tivo side, not sure if the Motorola box had some type of firmware update.
Here's my setup
Tivo S2
Software Ver 9.1-01-2-140
Motorola DCT
S/W ver. 74.04 - 4003
Firmware 07.96

Not sure of the exact model, Comcast like to ptu the model number of the BOTTOM of the cable box.

Also, at one time I had folders under the now playing but not since I upgraded the drive after a crash.

Thanks all

kjb525 · 10-22-2007, 11:04 PM

How do you get Comcast to give you a box with a serial connection? I got some sort of General Instruments thing that doesn't have one that I can identify on the back of the unit.

Mchero · 10-22-2007, 11:11 PM

Your going to have to keep asking. The older Motorols DCT boxes have the serial connector on the back. Be warned, Comcast DOES NOT support the serial port. I have been using the serial port w/o problems for the last 3 years but now it stopped working. I "might" have to dig up the IR cables. Not sure where they are!

kjb525 · 10-22-2007, 11:19 PM

Thanks!

timstack8969 · 10-23-2007, 10:24 AM

I'm using the same exact box and comcast software with the serial connector here in Philly. I'm still able to change channels.

BetterYeti · 11-02-2007, 02:29 PM

I'm in Eastern Mass with the same problem. Maybe it's a Comcast New England thing.

Mchero · 11-02-2007, 06:52 PM

I was able to contact a Comcast tech who knew the STB's well. He had sent a number of commands to try and get the serial port active again but nothing worked. He ended up sending a field tech who swapped out the box and everything was 100%. On Demand and the serial port where functioning again.

davidlachnicht · 11-11-2007, 05:40 PM

My serial port has stopped, too.

Surely if a box replacement fixes the problem, than they can fix it without a box replacement (assume the port didn't fry), right?

=UPDATE=
Comcast is coming out Tuesday / doubt will resolve, but worth a shot

cleverdevil · 11-12-2007, 12:48 PM

So, I have been having the same problem for about 4 days now. Comcast came out today to replace my old Motorola DCT box with a new one. The Comcast tech hooked it up, and as soon as he connected the TiVo via serial cable it all worked again. I was flipping through channels with no problems, and everything was working like a dream!

HOWEVER. The moment that the Comcast tech called up Comcast to add the box to my account (he said he needed to do this to enable my higher digital channels and On Demand) the serial port was DISABLED and no longer worked!

It turns out that this is a Comcast problem. I called Comcast about it, and the support technician said that she has heard about this happening to a lot of people, and she always just encourages them to switch to a Comcast DVR. It seems to me that Comcast is doing some nasty things to get people to switch to their own DVR, with its terrible software.

Please, call Comcast and complain. And if you have a new box delivered to you, make certain that you don't let them add it to your account before you try it out so that you can prove its a Comcast software problem.

This further cements in my mind that Comcast is a terrible, terrible, anti-consumer company that wants your money and doesn't give a damn about you.

gamndbndr · 11-12-2007, 01:21 PM

Sunday my serial outlet also died on my Comcast box (after 4 years of use). Dug out the IR blasters and set it up last night.

My call to Comcast today was less than satisfying; they pushed their DVR (it's just the same as TiVo) and said I'd have to have a tech visit to diagnose the problem.

I declined - figured since I found out more about the problem here (which Comcast claimed didn't exist before) and if there is a resolution it will probably be reported here as well.

kbmb · 11-12-2007, 06:04 PM

Same here in NH....just happened this afternoon.

Anyone have any luck with Comcast over the phone?

-Kevin

nirisahn · 11-12-2007, 06:30 PM

I better check my box as soon as I get home. I also have a Comcast Motorola with the serial connection, and as far as I know, it was changing channels fine as of Friday. I haven't used that set since then, as I have two tvs. If it stopped working over the weekend, then Desperate Housewives didn't record (I was recording the Colts game on the other TiVo). I'll post a follow up when I get home.

MegW · 11-12-2007, 06:48 PM

Mine serial channel changing stopped working yesterday sometime.

Sounds like I should dig out the IR blasters rather than expect reasonable resolution from Comcast?

cleverdevil · 11-12-2007, 06:59 PM

I talked to Comcast on the phone several times. The rep on the phone said she didn't think that they would shut down the serial port for any sort of sneaky reason and that I should talk to a supervisor. The supervisor was busy, but she said she'd call me back. Its the end of the day now, and no call. I will call again tomorrow, and again, plan on bothering them every day until they restore my serial port to working order.

I hate Comcast so much. Overpriced, poor service, and they don't give a damn about their customers.

nirisahn · 11-12-2007, 11:12 PM

Quote:

Originally Posted by nirisahn

I better check my box as soon as I get home. I also have a Comcast Motorola with the serial connection, and as far as I know, it was changing channels fine as of Friday. I haven't used that set since then, as I have two tvs. If it stopped working over the weekend, then Desperate Housewives didn't record (I was recording the Colts game on the other TiVo). I'll post a follow up when I get home.

Ok. Correction. I have a General Instruments box. But it is changing channels correctly. I wonder if the problem is regional? I wonder if the people having a problem live in an area where an update has rolled out that may not have rolled out here yet. We'll see how long mine keeps working. In the meantime, I better find my IR blasters!

MegW · 11-13-2007, 07:39 AM

Well, I couldn't help myself!

What a total waste of time.

Eventually I just said, "look, my cable box no longer works." A service tech is scheduled to come out late today with a replacement Motorola box. I'll keep you posted.

Of course, they pushed their own Tivo box..."if you were running our Tivo software on your DVR box then we could help you out...but with a seperate Tivo box, I'm not sure we'll be able to help you." Sheesh.

iamsilly · 11-13-2007, 09:08 AM

We are having the same problems. Tivo and Comcast Motorola box are not talking to each other. We sometimes cannot change channels on the cable box and/or the response time to change a channel is extremely slow. When this happens, it appears Tivo is on and we have to back out of it.

My husband contracts with Comcast and receives inter-office updates. One was sent last week with an interesting comment on Motorola Firmware:

"Motorola Firmware: New Moto code has been deployed with little to no impact to subscribers. When the Moto eMTA is upgraded, you no longer need a generic log-in to access the general information screens."

My husband has worked with cable for nearly 20 years and cannot find a solution
to this. He has a contact name at Comcast and will try to find out more.

kbmb · 11-13-2007, 09:46 AM

I gave up. Back to channels 1-99 for me for now!

Guess I get to wait until the Tivo software is FINALLY deployed on the Comcast boxes.

-Kevin

cleverdevil · 11-13-2007, 09:57 AM

After being promised a call from a supervisor yesterday, I received no call. I called back this morning, and complained to a first-level tech support person, who confirmed that a firmware update had been sent, and that its likely that the "serial port feature" is no longer supported, and he then *immediately* encouraged me to "upgrade" to a Comcast DVR, which I flatly told him I thought was a hunk of junk. He also said that the firmware upgrade is "non-reversible" and that is their official policy on such matters.

I have been promised a call from a supervisor *again* but am not holding my breath. If this doesn't get resolved in the next week or so, I am going to start looking into alternatives like Dish Network and DirecTV.

timstack8969 · 11-13-2007, 10:40 AM

Just curious in the area's that the serial stopped working did Comcast send out these new features for their guide??? In Philly my serial is still working but we haven't received the new features as stated in this link. I'm wondering if this has anything to do with serial not working.

http://www.comcast.com/newguide/#

unagiboy · 11-13-2007, 11:20 AM

Also NH here-- same problem-- they flipped me to TiVo.

They wanted to send a tech out for $25.

maggard · 11-13-2007, 06:28 PM

I’ve had Verizon Fios for six months now for phone service.

Starting tomorrow they’ll have me for ‘net & TV.

Comcrap wants to push people–I’m jumpin’!

nirisahn · 11-13-2007, 07:05 PM

Quote:

Originally Posted by timstack8969

Just curious in the area's that the serial stopped working did Comcast send out these new features for their guide??? In Philly my serial is still working but we haven't received the new features as stated in this link. I'm wondering if this has anything to do with serial not working.

http://www.comcast.com/newguide/#

I haven't checked anything on the comcast box. I never use their guide unless I'm looking for something on On Demand. One more thing to check.

mcszele · 11-13-2007, 10:42 PM

I've been annoying the on-line chat people for a good portion of the night about the issue. Some will deny knowing about the issue, while others are aware of it but don't want to help. I've also put a call in but never got a call back. I plan on making a large stink about it, and plan on calling them every day until I get a better answer. There really is no reason not to leave the port active for us, I even got one of the chat people to admit that they don't use it for anything. The only reason that I can see is that they really are trying to get everybody to switch to their crappy DVR and not use Tivo.

MegW · 11-14-2007, 06:45 AM

I've had some more reasonable results by calling the office of the CEO of Comcast (as outlined in the thread):
http://www.tivocommunity.com/tivo-vb...d.php?t=374280

From that thread, here's what I did (basically):

1. The Comcast CEO is Brian L. Roberts. The Comcast executive office can be reached at +1-215-665-1700
2. Ask for the office of Brian L. Roberts. You will be transferred to an executive assistant.
3. Explain you are calling regarding the Serial Port Block which is preventing your TIVO from changing channels and that you wish to give them an opportunity to resolve the issue before lodging a formal complaint with your local regulatory/mediation body. It would be good to have the name of the body.
4. Document your conversation and all conversations. You will need this documentation if you need to proceed to the local regulatory body.

The executive assistant that I've been speaking to has been helpful and I believe he is committed to helping get this problem fixed. My problem is not yet fixed, but I think this guy will get to the bottom of it. AT this point, he thinks a new box will solve the problem and they will be scheduling a service call to replace the box. I won't have to pay the $24.95 for the service call.

I'll let you know what happens today.

I reccommend that folks call the number listed above, rather than waste time talking to the normal Help techs. The more people that call the CEO's office, the more likely they will be to find a reasonable solution.

I honestly do believe it is unfair business practice, since we had a feature that worked for several years, and now it is inoperable. And the front-line support folks are suggesting we get "their" Tivo box.

mcszele · 11-14-2007, 07:42 AM

MegW,
I'm from Concord, so who's name do I drop when I threaten to lodge my formal complaint? I've been looking around online and can only really find the FCC site, and I don't think that they are the ones that I need. I'm very motivated and have been annoying Comcast all day yesterday, and the chat people all night about the issue. I don't have the IR blasters so right now my Tivo boxes are useless to me.

iamsilly · 11-14-2007, 08:40 AM

MegW -

I would also like to know what "regulatory/mediation body" that you used. I can only think of the FCC or Better Business Bureau. I'm in No. California area. I am willing, too, to call Comcast's CEO.

During a Comcast meeting yesterday (my husband contacts with Comcast so he took the opportunity to ask around about this problem with the firmware update to the Motorola box), he was told that Comcast is looking at partnering with TIVO in the future (using their software) and the Comcast manager was not aware of any firmware updates that could have adversley affected TIVO customers (yeah,right!). He said he would look into the problem but I am not holding my breathe!

MegW · 11-14-2007, 09:13 AM

In NH, the local town controls the contract with the cable company. So, I just said that I felt like they were engaging in unfair business practices and that I wanted to give them a chance to correct the situation before I reported the issue to my local town officials (and the BBB).

Meg

P.S. The guy I'm talking with in the executive assistant's office is John Swanson.

Deedles916 · 11-14-2007, 11:47 AM

Quote:

Originally Posted by kbmb

Same here in NH....just happened this afternoon.

Anyone have any luck with Comcast over the phone?

-Kevin

Call Comcast at 1-800-266-2278 and Reference Job Ticket #003860444 then ask for Tech Support for DVR, Tivo & HD. If enough people get listed on this job ticket, hopefully they will do something about it!

I am in Derry, NH and it started yesterday. If those of you who have not experienced the issue yet, just wait, you will!

Comcast Customer Support will play dumb because they don't get told anything, they are only front line support. You need to speak with a Supervisor, who undoubtedly will be too busy and ask to phone you back. They will not of course call you... I have the name of Supervisor Terry Grace at the Malden MA Comcast Support Center. Try giving her a jingle and bug her profusely! Maybe they might be the point... and put the serial port back online as it was not hurting anything to begin with!

I guess what is so funny about all of this... everyone is calling and complaining and getting the same rhetorical reply... we will look into this and see what is going on. Well it's been about 4 days that Comcast has been getting complaints, so why the heck is it taking so long to "LOOK INTO IT". the "IT" is already known, and the fix I am sure is quite easy...

SO WHAT THE HECK is taking them so long... I think they already knew and they don't care. They are integrating Comcast with Tivo so who gives a "heck" about us older loyal customers who enjoy our old Tivo without Comcast getting it's ugly mitts on it!

mcszele · 11-14-2007, 12:38 PM

I've finally gotten ticked off enough at Comcast that I've started e-mailing different news agencies trying to get them to pick up the story. I'm sure if enough people become aware of this issue then Comcast will have to deal with us.