Here is the transcript of my support chat. As you can see, I was almost urged to give up. ("You need to buy a new Tivo box". Aauughh!)
Cassiopeia: Hello beevik, Thank you for contacting Comcast Live Chat Support. My name is Cassiopeia. Please give me one moment to review your information.
beevik: Whenever I start a VOD show, it plays a couple seconds, then the screen freezes with whatever was on it. and it does not advance.
beevik: According to this thread on the comcast forums, this is a common problem with Tivo systems, and it requires comcast to update a billing setting on my account. here is the page: http://forums.tivo.com/pe/action/for...3353#e11043353
beevik: sorry, here is the comcast link: http://forums.comcast.com/t5/Video-O...s/td-p/1437989
Cassiopeia: May I ask for a minute or 2 to check on this beevik?
Cassiopeia: Thank you.
Waiting for response from Cassiopeia
Cassiopeia: I'll get back to you shortly
beevik: here is another link that might help: http://forums.comcast.com/t5/Video-O...s/td-p/1604805
Cassiopeia: Thank you so much for that information.
beevik: you're welcome
beevik: i appreciate your help
Waiting for response from Cassiopeia
Cassiopeia: Thank you so much for patiently staying in the line beevik.
beevik: no problem
Cassiopeia: As per checking, beevik, we do not have problem with the access since yes you have the access to VOD , we just to need to troubleshoot.
Cassiopeia: May I ask if, you have ever reset the box before?
beevik: I reset it this evening before this chat.
beevik: But the VOD has never worked. it has always frozen.
beevik: (with the tivo.. it worked fine on my comcast dvr)
Cassiopeia: I se.
Cassiopeia: I see*
beevik: according to other people who had this exact same problem, it is always a "billing code" that isn't set correctly. something needs to indicate a special tivo billing code to get VOD to work.
Cassiopeia: The signal for reset might work in my end. I will reset the box.
Cassiopeia: Yes that is correct William, but it only works when you are getting certain errors on VOD which is common to happen than freezing.
Cassiopeia: Did the box resets?
beevik: yes i think so
beevik: it still has the frozen VOD problem though
beevik: it plays for like 2 to 3 seconds, and then the screen freezes. even though the progress bar below continues to advance. no sound.
Cassiopeia: I mean now? Did it?
beevik: let me try again
beevik: Hm, now I get a "Request failed" error on the screen. Reference GSM-2. locale code tivocrd-cmc-a4p.comcast.com
beevik: that's when I try to watch a VOD show
beevik: ok i don't get that error anymore
beevik: but it still freezes
Cassiopeia: We are currently working on it now as to how we can remedy beevik.
beevik: ok thank you
Cassiopeia: No problem.
Cassiopeia: Just to update of what I am doing, I am checking on the rate codes that we can possibly add.
beevik: ok. i think on the comcast forum, someone else said the "tivo premiere 4" code was used. don't know if that's accurate.
Cassiopeia: Does it seems working? We have tried to add one that is related.
beevik: i will try
beevik: no, it still frezes.
Cassiopeia: That is the one I am still looking for until now, out of this thousands of codes, that is why I am sorry for the delay.
beevik: it's ok, take your time
beevik: I don't know if this is helpful, but here is what someone else who had the problem said: "The fix was someone in Comcast Billing department needing to add the Tivo Premiere 4 billing code for Xfinity on Demand to my Comcast account. It's called "Tivo Premier" and it's under the Bolt-On Section, not in the standard cable card section"
beevik: (also, I have a Tivo Roamio, not a Tivo Premiere)
Cassiopeia: I figured it now beevik.
Cassiopeia: It says here that the TIVO has a new version of a TIVO box and that is the Tivo Premiere 4 that supports On Demand for Comcast.
Cassiopeia: And just to clarify this is a new TIVO box and this is not a rate code that can just be added.
Cassiopeia: So basically beevik, we need to have your TIVO box replaced with the new TIVO Premier 4 cable box.
beevik: oh, this is the new tivo box that came out after the tivo premiere
Cassiopeia: For you to be able to have access to Comcast On demand.
beevik: are you sure you can't set the "tivo premiere 4" billing code on my account? because other people said it was possible, and that fixed it for them.
Cassiopeia: Yes, even me cannot figure out myself beevik, since we do not have more know how with TIVO since this is a third party already and is not handled by Comcast, but it says that it is only TIVO premier 4 that can be able to support On demand access.
beevik: another person with a tivo roamio posted this on the tivo forums: "I caved in and called the Comcast CableCard line. In under 5 minutes, the issue was resolved for me. There was -one tiny additional setting- (apparently) that needed to be configured to show that I could support Xfinity OnDemand that had not been toggled when I moved the CableCard to my Roamio from my TiVoHD on Tuesday. When I called just now to say that all other channels were fine, and that my symptoms were that an OnDemand show would play for a few seconds and then stop, the woman on the phone sighed knowingly, and and said, "just one moment, sir..." then asked me to try again. All was well."
Cassiopeia: But for now, can you please check if it still freezes? I found a code, but this is not labelled premier 4, but I hope this will work, as it was labelled tivo VOD.
beevik: so apparently other pepple have got this tivo working with vod
beevik: i will try
Cassiopeia: Yes please thank you!
beevik: it's working!
beevik: what change did you make? That way I can post on the forums to let other people know what to request.
Cassiopeia: I just added the code, and then I removed because it seems did not work, and then I added it again and indeed it worked!
beevik: Can you tell me what the specific name of the code it was?
Cassiopeia: This is the first time I was able to handle this issue, and I am glad we are able to resolve it.
Cassiopeia: Yes I was asking our higher department for the name of the code thge exact name one moment please.
Cassiopeia: Its Tivo Premier Cable Card Install its a free code $0.00. But, I wonder why is was not labelled that specifically.
beevik: ok thanks. the more info I can provide, the more it will help other people who have this problem, and the more it can save your fellow support staff time.
Cassiopeia: Yes and please I know you will post this on the forum, please specify the they need to really look for it, for the name is not labelled correctly in some accounts. Thank you!
Cassiopeia: As your representative who seeks for your HIGH SATISFACTION, I would like to know if I was able to address all of your concerns. Would there be anything else I can gladly assist you with today? I'd love to help further.
beevik: thanks again for your help.
beevik: that's everything
Cassiopeia: You are most welcome beevik. I really appreciate your patience.