Tivo HD with Comcast Cable Card: Help!!

DrRalph1 · 07-10-2008, 04:45 AM

I just upgraded from a Series 2 to a new Tivo HD. I had the Comcast cable guy come, and he installed a single multistream cablecard in the proper slot. He took away my old cable box. He went through the test channels, and got just a gray screen. He told me not to worry, and that those would come in after I go through the Tivo setup routine again. Then he left.

Unfortunately, I only get about 12 of my 200 channels now! I get 6 HD channels: PBS, NBC, CBS, ABC, Fox, and a local channel. I get those same ones in SD, plus a few more basic cable channels. My cable package is Digital Starter plus Digital Preferred.

The service people have been out twice now, and can't figure it out. I spent 6 hours on the phone with the service department, as they tried to fix it from the office. No luck.

Has anyone had this problem, or can offer any insight on what is wrong? The techs don't seem to know how to interpret the Diagnostic screens available in the Tivo cablecard setup screens. I suspect the answer is there for someone with knowledge. Any help??

jrm01 · 07-10-2008, 05:49 AM

Sounds like your standard Authorization & Pairing problem with the cablecards. They have and are continuing to do something wrong. Did they follow the instructions included with your TiVo for installing the cards?

Check this out and it may help narrow down the problem:

http://www.tivo.com/setupandsupport/...el_Issues.html

tooalto · 07-10-2008, 06:32 AM

I've posted this on the "Official Comcast Cablecard" thread but our experience has been close. We had an M card put in our new HD Tivo and it worked like a charm from the first. Then, 2 months later (3 weeks ago), Comcast did an "upgrade" in our area. Now, we have no HD, no channels in our digital preferred package and most of the channels below 71 are in different spots or missing. For example, our channel 54 is supposed to be the Food Network and the Tivo banner at the top confirms that but the video actually playing is A&E. And so it goes. We have 2 MSNBC, 2 VH1, no YES, no Speed Channel etc. Techs have been here four times for the total of over 12 hours, popped in at least ten "brand new" cards to no avail. I've been in contact with the tech supervisor in our area. We are to get another visit Sat. morning and, so they say, wil do a 3-way call to try and fix the problem but only in house. So far , even though I have the Tivo cablcard hotline number and the toll-free number for Scientific Atlanta tech support, they have not been willing to call either one. If this Saturday's visit proves to be a bust as well, I'll be writing to the VP of Customer Relations for Comcast. His name and email are currently on the Comcast website.

DrRalph1 · 07-11-2008, 02:02 PM

Quote:

Originally Posted by jrm01

Sounds like your standard Authorization & Pairing problem with the cablecards. They have and are continuing to do something wrong. Did they follow the instructions included with your TiVo for installing the cards?

Check this out and it may help narrow down the problem:

http://www.tivo.com/setupandsupport/...el_Issues.html

The above link was very helpful, and after going through the sequence of diagnostics, I was able to identify the problem as an "authorization error." Specifically, I found the code "Auth: MP", which Tivo says means that "a message that is supposed to be in the activation stream coming from the headend is missing."

I called Comcast again, and the person on the phone did not have a clue. They are coming out for yet another service call tomorrow. Is there anything more I can do to figure this out? I feel like I will need to tell them exactly what is wrong and how to fix it, or I will be out of luck!

jrm01 · 07-11-2008, 05:17 PM

Unfortunately there is no magic solution to cover the mistakes that they can make. One of the most common errors, however, is for them to transpose one of the Host or Data numbers that must be entered in the system. They are long strings of numbers that many times are read wrong by the Field Tech, or entered wrong by the support person on the other end of the phone. One of the things that I try to do is after she enters the info at the head end, have her read back the numbers for Host and Data that she entered, and match them with the ones on the diagnostic screen.

One suggestion: Don't fall for the line that CSRs like to give such as: "It's not working now, but wait for 2-4 hours and it will be OK". If it's not working while he's there, it ain't goin' to work later. Make him stay until he does it right.

DrRalph1 · 07-12-2008, 09:09 PM

Comcast came back today, and I am grateful that they sent the A Team this time. Two guys who knew what they were doing. They checked the card authorization, and found that they had the signal feed coming from the wrong geographical area for my location. Once the problem was identified, it took 2 seconds to fix. I now have all my channels, and am enjoying my new TV and new Tivo HD very much!!

I began to get depressed and worried reading these forums, and the seemingly insurmountable problems so many have faced. I wondered if I would every be able to use the new Tivo HD, or whether I had just thrown my money away. But all is right with the world now! I just hope it stays that way.

tooalto · 07-13-2008, 07:05 AM

Just a follow-up to my Comcast story. The tech came a promised yesterday and was to do a conference call with the Conditional Access people at Comcast. Of course, they were not open on Sat. but the tech was able to find out that at our "head end", about 8 miles away, they have a card doing the same thing. Supposedly, someone from Scientific Atlanta is coming up tomorrw to help out. I certainly hope this is the end of this nightmare!