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Old 09-05-2007, 01:59 PM   #3481
xxx
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get every channel but premium channels

I've had this problem since june (worked perfectly before that), but only recently did I care to get it working on the s3. I get all the channels I subscribe to, including the hd channels, except for the premium channels. in my case, that's hbo, starz, and encore.

when I try tuning to hbo, I get the cablecard screen, saying I need to call comcast. the message also says it considers the host to have only 1-way rf communication. the comcast (bay area) guy came out yesterday to replace my cable cards because that's what they thought were the problem. he basically swapped out the cards, called dispatch, and read her the host and data numbers. got the 161-4 message, and I got all the channels again minus premiums. so basically I was back to where I was before he showed up.

then they mentioned that it's because of the hdmi cable, that it causes problems. huh?!? just to prove that wasn't the problem, I let them unplug the hdmi cable and directed him to a tv in the other room that had the component cables plugged in. no difference.

they're going to report this back to their supervisor, and get back to me on how to fix this. maybe someone here has gone through this, and knows how it was fixed. I'm crossing my fingers. either way I'll report back with what I hear from comcast.
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Old 09-05-2007, 04:27 PM   #3482
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Time to post about my ongoing Tivo/Comcast saga...

About a month ago I picked up my Tivo HD. I bought it to replace my 7 year old SVR-2000 series 1 box and the awful Comcast DVR. I hooked everything up (without cable cards) and basic cable came in great. A bit later that day, Comcast showed up and installed 2 Motorola cable cards ($2.75/mo each). When the tech left, I was fully enabled with HD and premium channels. Woohoo!

Everything worked great...for 5 days. Suddenly, nothing worked. No basic cable, no premiums, nothing. Every channel says "searching for signal on: Basic cable".

I call Tivo. They say to call Comcast. I call Comcast who sends a tech out to replace the cable cards. Tech arrives and swaps out the cards. Doesn't fix the problem. I call Tivo and they tell me I need to activate the cards a special way and to have the tech come back and call when he is at my house.

Comcast shows up today, installs new cards, and I still have no TV.

I call Tivo again and they step me through the channel lineups and guided setup. Waste of time. Nothing changes. I get transferred to some other tech who asks me to find the "auth" information from one of the cable card diagnostic screens. I can't find this info anywhere. He claims there is a cable card problem because Motorola cards have this specific information.

I have since discovered that when I remove the cable cards, basic cable works fine. As soon as I insert a card, I lose all cable. So I've gone from blaming Comcast to blaming Tivo to blaming Comcast again. Seems as though it really is a cable card issue. Perhaps there is a compatibility issue? Maybe there is a bad software update? I'm at the end of my rope and I don't want a refund, I want Tivo!

I'm going to continue to browse these forums and the rest of the web, but so far no luck. Anyone have a similar issue?
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Old 09-05-2007, 04:45 PM   #3483
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Quote:
Originally Posted by jmpage2
Wanted to provide an update RE billing and additional charges.

I'm in the Denver Comcast market and was warned that when I got the 2 singlestream cable cards installed into my Tivo HD that I would get an additional $7 a month charge on my bill. Since I couldn't get the install otherwise I went ahead and had them do things the 'normal' way.

I've gotten my 1st bill since then. The only device I have other than the Tivo HD with two S-Cards is a regular Comcast HD reciever (non DVR).

The items showing up on the bill are;

Standard Cable
Preferred Package (includes digital converter and remote if applicable)
Tivo3 Cable Card Pkg
HDTV Converter (my one Comcast Box)
$6.95 Digital Additional Pkg (includes digital additional service, digital converter and remote)

Apprently the 'Digital Additional Pkg' is tied to the cablecards for the Tivo HD. I talked to five different Comcast Reps including a billing specialist with the department that can make line item changes to the bill. I was told by all of the reps that this charge MUST be on the bill as it is tied to the cable cards and removing it will break the cable card functionality.

I asked what the charge was for and why I was seeing 'additional digital converter' so many times in my line items. I was told that the $7 charge and $6.95 charge for my Tivo HD are for 'special programming' and that I had to pay these charges for HD access.

As I said, talked to numerous people and spent 2 hours on the phone trying to get this figured out to no avail. I even pointed the Comcast folks to their own webpage that shows that only $1.50 for a 2nd cable card was to be charged and was still told that the $6.95 charge must be on the bill for my HD stuff to work, that if they removed it they would have to take the cable cards out of the system, making them unuseable.

Any insight? If I wanted to write a letter to Comcast and the local franchise authority how would I go about obtaining that information? I'm interested in pursuing this since several of the reps admitted to me that this was 'wrong' but that there's no way in the Comcast system to get service without these charges.
My advice is to use the online chat support. They have been typically more responsive. I was able to get them to take off the following from my bill:

High Definition TV - $7.00
Digital Addl Outlet - $6.99

as well as some Franchise Fee/Taxes...

Originally, I had this charged for my CableTV (note: I already get extended basic cable through my HOA):

Digital Classic Package - $11.95
Dual C-card Dig Access - $1.79
High Definition TV - $7.00
Digital Addl Outlet - $6.99
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Old 09-05-2007, 04:46 PM   #3484
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Quote:
Originally Posted by jmpage2
Any insight? If I wanted to write a letter to Comcast and the local franchise authority how would I go about obtaining that information? I'm interested in pursuing this since several of the reps admitted to me that this was 'wrong' but that there's no way in the Comcast system to get service without these charges.
As I have reported in prior posts (see #1871)In Miami, Florida, I am paying $23.90 per month for the two cable cards in each of my two S3s, for a total of $47.80 for four cable cards with HD service. This is considerably more expensive than renting two Comcast HD DVRs. These charges for cable cards are over and above the charges for the digital service channels I pay for every month. Comcast often reminds me that I could reduce my bill by getting rid of my Tivos, and I suspect that is indeed their motive for what is, or should be, illegal charges. They want a monopoly on not only content delivery, but also a monopoly on the hardware (like AT&T used to have a monopoly on phones you could have in your house or business). I have appealed these charges on numerous occasions all the way from my local Comcast office, through the local governmental authority, all levels of telephone support, up to and including Comcast corporate headquarters customer service on their local Philadelphia telephone number. These charges are no mistake. Those of you whose local Comcast offices have relented are lucky, but I predict those reductions will be temporary.

It remains to be seen whether Comcast will be successful in driving out DVR competition, but in the meantime, its Miami Strategy of gouging their Tivo customers is spreading across the US. No doubt it is having an adverse effect on Tivo sales, as Comcast planned.
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Old 09-05-2007, 05:06 PM   #3485
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Quote:
Originally Posted by jmpage2
The only device I have other than the Tivo HD with two S-Cards is a regular Comcast HD reciever (non DVR).

The items showing up on the bill are;

Standard Cable
Preferred Package (includes digital converter and remote if applicable)
Tivo3 Cable Card Pkg
HDTV Converter (my one Comcast Box)
$6.95 Digital Additional Pkg (includes digital additional service, digital converter and remote)
That seems correct.

You've got the Comcast receiver included in the package and are paying additional to get a Comcast HD receiver. That is your first outlet -- the outlet included in your programming package.

Then you have the additional outlet charge for the TiVo outlet, which includes the first CableCARD. The second CableCARD is charged at the special rate.
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Old 09-05-2007, 05:06 PM   #3486
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Quote:
Originally Posted by jfh3
NEVER LET A TECH LEAVE BEFORE YOU SEE THE CHANNELS YOU ARE SUPPOSED TO HAVE.
Boy, howdy. In the defense of the installer that came out to my place (after failing to get no less than four cards set up by phone), the one clueful guy in my entire setup experience, he told me it would take about ten minutes, and said he had to move on, but gave me his personal cell number in case it didn't come up.. As it happens, I didn't need it.

(But I'm still petrified that this whole nightmare is going to reoccur when it's time to turn on NHL Centre Ice....)
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Old 09-05-2007, 05:46 PM   #3487
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Quote:
Originally Posted by mixylplik3
Maybe there is a bad software update? I'm at the end of my rope and I don't want a refund, I want Tivo!

go thru the steps outlined on TiVo's Support website regarding CableCards at:

http://customersupport.tivo.com/Laun...1-d8cd0d5c0824

the good news is that this is almost certainly a configuration issue with your account at comcast, so once you gain access to the info you need to tell comcast, you should be all set.
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Old 09-05-2007, 10:31 PM   #3488
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Originally Posted by jfh3
Because many installers and CSRs know very little about CableCARDs.
Update - turns out my problems were that one of the cable cards went bad. It took 4 tech visits, several calls and internet chats for them to figure this out. We like the Tivo, but that sucked. Good luck
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Old 09-06-2007, 12:33 AM   #3489
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Originally Posted by ScorpioATL
Hmm was just told by customer care that all the M-cards they have now are designed just for their new boxes and that the M-cards cards that can be used in people's TV's and tivo units won't be available till the end of the year.

And of course the warehouse is out of single stream cards.

I wasn't aware there were more than one design spec for M-cards....
As usual, don't believe what a CSR tells you. There is a *little* truth to what the rep told you - MCards are being used in the new 3416 DVRs that Comcast is deploying in many locations and these are "preinstalled" and have specific instructions so CSRs can activate it easily. Since those cards are pre-deployed, the stock is apparently different that the stock that the regional warehouses are getting for "regular" installs, so it's possible they won't be getting individual cards until later in the year.

(This is exactly what happened in my area - the 3416s came in first, about a month ahead of "stand alone" MCards)
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Old 09-06-2007, 01:13 AM   #3490
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Originally Posted by jfh3
As usual, don't believe what a CSR tells you. There is a *little* truth to what the rep told you - MCards are being used in the new 3416 DVRs that Comcast is deploying in many locations and these are "preinstalled" and have specific instructions so CSRs can activate it easily. Since those cards are pre-deployed, the stock is apparently different that the stock that the regional warehouses are getting for "regular" installs, so it's possible they won't be getting individual cards until later in the year.

(This is exactly what happened in my area - the 3416s came in first, about a month ahead of "stand alone" MCards)
So you're saying that the cards they have *would* work but my chances of convincing them to give me one are slim to none because they are all earmarked for the easy installation in the new comcast boxes?
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Old 09-06-2007, 02:08 AM   #3491
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Just got my first bill after having two TivoHDs installed, each with a single M-card.

They got everything right. There are two new charges for:

Dual C-card Dig Access - $1.79

..and a $15 installation charge. That's it. Nothing else.

SO ... I had a perfect install and a perfect bill. Something's just not right.

(San Jose, CA)
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Old 09-06-2007, 02:11 AM   #3492
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I thought having M-card would eliminate that $1.79 charge. No?
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Old 09-06-2007, 02:26 AM   #3493
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Originally Posted by ScorpioATL
So you're saying that the cards they have *would* work but my chances of convincing them to give me one are slim to none because they are all earmarked for the easy installation in the new comcast boxes?
Yes, the cards they have *will* work, but they are likely pre-installed in the DVRs and therefor "not available".

There's nothing special about the MCard installed in their DVR vs. the one that you would put in a Tivo box. The only difference is that Comcast has "pre-paired" the card with the host 3416, something that they obviously can't do with a customer-owned host/device.
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Old 09-06-2007, 03:34 AM   #3494
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Originally Posted by dswallow
That seems correct.

You've got the Comcast receiver included in the package and are paying additional to get a Comcast HD receiver. That is your first outlet -- the outlet included in your programming package.

Then you have the additional outlet charge for the TiVo outlet, which includes the first CableCARD. The second CableCARD is charged at the special rate.
Yes, but in that case he shouldn't be charged for the receiver - as you state, it should be included in the programming package - so he is being overcharged.
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Old 09-06-2007, 03:42 AM   #3495
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Originally Posted by jfh3
Yes, but in that case he shouldn't be charged for the receiver - as you state, it should be included in the programming package - so he is being overcharged.
SD receiver is included, but HD receiver costs $7 more.
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Old 09-06-2007, 09:08 AM   #3496
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Card not properly authorized

Tivo HD. I had my card installed yesterday. Comcast guys first install and his dispatchers first install. They were of course clueless. He brought 2 M-cards. With much coaching from me the card was installed. I have the problem with not getting all of my channels. Not just the premium ones but several like ESPN and MTV don't come in. I followed the troubleshooting page on tivo.com (http://customersupport.tivo.com/Lau...41-d8cd0d5c0824) and learned the card is getting a good signal, is paired ok (V= 0x01), but is not properly authorized (Auth:MP). I've had the card re- hit a couple of times, restarted the tivo a couple of times.
What can I tell the folks at comcast lancaster, pa to do to get this card working? Another service is scheduled for Saturday, supposedly with 2 s-cards, but this seems like something that should be fixed over the phone.

Brian
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Old 09-06-2007, 09:20 AM   #3497
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Originally Posted by bmel
Tivo HD. I had my card installed yesterday. Comcast guys first install and his dispatchers first install. They were of course clueless. ...is not properly authorized (Auth:MP). I've had the card re- hit a couple of times, restarted the tivo a couple of times.
Brian-- I had the same issues last weekend. What I can tell you is this: keep calling Comcast until you get someone that will actually do as you asked. The first couple of times I had support people who felt I shouldn't tell them how to do their job even though they had no idea what CableCards were. The time I finally got it working I talked to a wonderfully ignorant support person who just did as I asked. I verified ALL the numbers with her (S/N, Datacode, etc.), then had her re-hit and and re-authorize the card a couple of times. You should be able to watch the television and see the screen resizing, the Tivo info. guide popping up, etc.

Now it may not appear anything happened if you stay on the same channel but do some channel flipping and the stations should appear. This is how I got up and running.
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Old 09-06-2007, 12:08 PM   #3498
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Originally Posted by Thunderclap
... I verified ALL the numbers with her (S/N, Datacode, etc.), then had her re-hit and and re-authorize the card a couple of times. ...
What numbers should one verify with Comast other than the Host ID and CC S/N?

What is this Datacode field? Are there other fields?

I'm getting ready for truck roll number four to happen this weekend with a "senior" cablecard technician, and I just want to be prepared.
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Old 09-06-2007, 12:22 PM   #3499
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Quote:
Originally Posted by silypuddy
What numbers should one verify with Comast other than the Host ID and CC S/N?

What is this Datacode field? Are there other fields?

I'm getting ready for truck roll number four to happen this weekend with a "senior" cablecard technician, and I just want to be prepared.
All the guy needed on my phone call that finally fixed everything was the Host ID and the Data number. I had already given ONLY the serial numbers to the first CSR on the phone (that's all she asked for-and it left me with all channels except the premium ones).
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Old 09-06-2007, 01:19 PM   #3500
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Quote:
Originally Posted by silypuddy
What numbers should one verify with Comast other than the Host ID and CC S/N?

What is this Datacode field? Are there other fields?

I'm getting ready for truck roll number four to happen this weekend with a "senior" cablecard technician, and I just want to be prepared.
In Tivo Central goto Messages & Settings --> Settings --> Remote, CableCARD & Device --> CableCARD Decoder --> Configure CableCARD 1 (do this for #2 if you have two S-Cards) --> CableCARD Menu --> CableCARD Pairing

In here you'll have listings for CableCARD ID, Host ID and Data. I didn't need to give Comcast the CableCARD ID (they wanted the S/N) but keep it handy to be safe. When you call them make sure these numbers are identical, including dashes (this seems to cause problems for some people).

Once you've verified all numbers are accurate with Comcast have them re-hit and re-initialize your card at least twice.
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Old 09-06-2007, 01:51 PM   #3501
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Quick question - does Digital Starter package with Comcast give you HD channels above 199 with TIVO HD and a cable card setup? Comcast rep is saying I will need Digital preferred service.
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Old 09-06-2007, 02:03 PM   #3502
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Originally Posted by rad1701
Quick question - does Digital Starter package with Comcast give you HD channels above 199 with TIVO HD and a cable card setup? Comcast rep is saying I will need Digital preferred service.
Broadcast HD channels, yes. Non-broadcast HD channels, no. Digital Starter is just the digital version of the analog cable 2-75 or so.
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Old 09-06-2007, 03:10 PM   #3503
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Originally Posted by Thunderclap
When you call them make sure these numbers are identical, including dashes (this seems to cause problems for some people).

Once you've verified all numbers are accurate with Comcast have them re-hit and re-initialize your card at least twice.
Just tried again, and failed. Are you sure about the dashes? The comcast people were absolutely sure they could not input the dashes.
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Old 09-06-2007, 03:40 PM   #3504
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Originally Posted by c3
Broadcast HD channels, yes. Non-broadcast HD channels, no. Digital Starter is just the digital version of the analog cable 2-75 or so.
Right, but Digital Classic will get him the additional HD channels he wants. Digital Preferred isn't necessary.
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Old 09-06-2007, 04:00 PM   #3505
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Originally Posted by bmel
Just tried again, and failed. Are you sure about the dashes? The comcast people were absolutely sure they could not input the dashes.
Not 100% but others here recommended I mentioned where the dashes were to Comcast.
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Old 09-06-2007, 06:31 PM   #3506
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Originally Posted by mcalhoon
I bought the Tivo HD on 8/12 and Comcast scheduled a CableCard install on the morning of 8/13. On 8/13 I get a call saying they had no CableCards and they rescheduled for 8/15. On 8/15 the same lady called back and said they have no CableCards and would not give me any type of time frame of when they would have some....I happened to have a business card of a Residential Sales rep who had visited my neighborhood earlier in the year, so I decided to e-mail him. He is on the commercial side now, but he checked for me, and they do not expect any CableCards until late September or early October.
Well, I finally have a success story. The Anne Arundel County, MD office was out of CableCards. I complained a few more times over the past couple of weeks, and was told last week that the supervisor was aware of the issue. Well, yesterday I got an e-mail from the Sales Rep saying they were finally in. I'm out of town on business, but my wife is at home, so I had them come by this morning for the install.

I coached her through what she needed to know. When I talked to her the tech was there doing the install. She said he was using 1 M-card. He left right after the CableCard was installed, during the Tivo setup phase. I talked to my wife later and she said she could only get the basic HD channels and not much else. We called Comcast up and the phone tech attempted to correct a problem he saw, but it still did not work. He setup another appointment for tomorrow morning.

I had asked my wife to do a Tivo update and restart the Tivo to see if that would help. She did the update, but forgot to restart the Tivo. That was about 3 hours ago. I was reading an earlier post on how restarting may fix this issue, so I called her up to remind her. Well, when she turned the TV back on she discovered everything was working fine. All the channels, including the HD and HBO, etc. premium channels were there. She said the HD looked really nice.

So it looks like I am good now...in time to watch the Ravens on MNF. I appreciate this thread, because I had a good idea of what to expect...and I expected that the install probably wouldn't go smoothly the first time around.

Thanks,
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Old 09-06-2007, 07:22 PM   #3507
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Originally Posted by jfh3
As usual, don't believe what a CSR tells you. There is a *little* truth to what the rep told you - MCards are being used in the new 3416 DVRs that Comcast is deploying in many locations and these are "preinstalled" and have specific instructions so CSRs can activate it easily. Since those cards are pre-deployed, the stock is apparently different that the stock that the regional warehouses are getting for "regular" installs, so it's possible they won't be getting individual cards until later in the year.

(This is exactly what happened in my area - the 3416s came in first, about a month ahead of "stand alone" MCards)
Is there a difference in functionality between the M-Cards that come with the 3416's and the "stand-alone" M-Cards that can be used in Tivos?

Comcast thinks this is what's wrong with my cablecard/Tivo setup. The tech said that my area has been low on standalone cablecards, so less experienced techs have been pulling MCards out of the new boxes and using those in Tivos and other applications.

In other words, would an MCard that was pulled out of a 3416, work with Tivo?
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Old 09-06-2007, 08:01 PM   #3508
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Quote:
Originally Posted by Thunderclap
Once you've verified all numbers are accurate with Comcast have them re-hit and re-initialize your card at least twice.
Since I'm still thinking about replacing my two S-cards with a single M-card (poking the bear, yes, I know), and I suspect I'll be on the phone with these people, what's the sequence here when you say "at least twice"? Each? Hit-hit-validate-validate? Hit -validate-hit-validate? What? I just want to be sure I know EXACTLY what to walk them through, because I DO know that a truck roll is utterly unnecessary, but I also know that the vast majority of the phone clones have no idea what they're doing and need their hands held from start to finish...
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Old 09-06-2007, 08:09 PM   #3509
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I got my TivoHD about two weeks ago and love it. I have an OTA antenna and it works beautifully with it. I opted to also add in two cable cards and upgrade myself to the Digital Classic package through Comcast (local HD...which I was already getting and a few extra HD channels, mostly DHD and TNTHD).

Sunday Comcast (not contractor) cable guy showed up and spent 4 hours trying to get a good enough signal to get everything up and running correctly. After rerouting my cable to the Tivo (which included clipping my internal existing cable run, me losing cable in 2 rooms and him running new cable externally to the Tivo), I got most channels in HD I was supposed to. I called up Comcast and had them come out on Wednesday because I was getting 4 heavily tiled and not getting two stations completely. Come to find out that there's some issue with the 40 year old cable run from the box to my house. Next step is to call out the heavy duty inspectors to check the underground line...

Some bits that I learned through this process. If your digital signal is degraded significantly, TivoHD will show a black screen with "look at our troubleshooting help..." instead of a heavily tiled picture. Two S-Cards will work with OTA.

-Status
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Old 09-06-2007, 11:54 PM   #3510
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Location: Salt Lake City, UT
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Suggestions for help with Comcast Tech Support

Brian,

For what it's worth, this is what worked for me today (after buying an HDTiVo yesterday and being unsuccessful installing the cablecards myself yesterday):

After 3 calls (and 2+ hours on the phone) I was able to speak to a Tech Support Supervisor who was able to make my cards work properly. Although I had already provided the cards' serial numbers to the two previous techs, the supervisor asked me for the Host and Unit Address numbers, though I didn't need to specify the dashes in the numbers. (These numbers should be accessible through the "Conditional Access" option of the "CableCards" submenu.) Evidently my problem was that those numbers weren't associated with the same cable outlet in my house. Once the supervisor was able to reconcile that on her end, my cards both ended up working perfectly (whereas before I was only able to access unencrypted, non-premium channels with one card, and none with the other).

Hope that helps...
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