TiVo Premiere to add Xfinity on Demand

[Minollo]

Originally Posted by lpwcomp

Have you read this post and taken the appropriate action?

No, I didn't see that post earlier; I did contact Tivo support on Friday, but they weren't very helpful, other that identifying that the problem was definitely with Comcast... I'll send an email to Margret; maybe they can use the experience Comcast had with me to apply it to others...

[Minollo]

Originally Posted by aadam101

I am having the same exact problem. I wasn't able to get past the first tier of support. The guy did open a ticket and promise to call me back in a few hours. He never called back......

I didn't get anywhere calling them on the phone - and I did try a few times, talking to 2-3 different people. Only the technician who visited me this afternoon was able to actually connect with some higher support level; even then, they had to go through several attempts before finally succeeding - and I'm not positive they really understood what they did in the end to fix it...

[aadam101]

Originally Posted by Minollo

I didn't get anywhere calling them on the phone - and I did try a few times, talking to 2-3 different people. Only the technician who visited me this afternoon was able to actually connect with some higher support level; even then, they had to go through several attempts before finally succeeding - and I'm not positive they really understood what they did in the end to fix it...

I had much better luck with the online chat. Not sure if those reps have more training. I asked the guy to ask the ATS team to add the "AO" code to my account and he had it up and running in less than 5 minutes. This might be the very first time I've ever had a good Comcast experience.

[Minollo]

Originally Posted by aadam101

I had much better luck with the online chat. Not sure if those reps have more training. I asked the guy to ask the ATS team to add the "AO" code to my account and he had it up and running in less than 5 minutes. This might be the very first time I've ever had a good Comcast experience.

Good to know for future reference.
BTW, yesterday evening I noticed a different problem; an example: I can navigate through the XFinity OnDemand icon to the HD TV series Battlestar Galactica, and watch Episode One without problems. But if I try to do Find, search for Battlestar Galactica, select the same Episode One (HD) offered by XFinity VOD (btw, nice that it appears in the search result!), when I try playing it, I get a CL-14 error from XFinity (Service Error). I tried with other shows (for example, the movie Ghostbusters), and I see the same behavior; it looks like I can see VOD without problems if I access the content from the XFinity ondemand app, but if I try to access the show directly from a search result, that error comes up. Do you see the same?
I did email Margret at Tivo about this.

[mwysocki]

I got the on demand last week but it was not working. It would freeze up in seconds of starting a show. Then sometime would give a 8001 error. I did some searching and found a link to a form to fill out for Comcast to grant on demand access to my cable card. I did it for one card but then a day later they both worked with no more issues.

You can find the link in the Tivo support section under this topic.

TROUBLESHOOTING : XFINITY On Demand for TiVo Premiere

[Larry in TN]

Has Comcast/Xfinity said how/when this feature will be rolled out in additional markets?

[jrm01]

Originally Posted by Larry in TN

Has Comcast/Xfinity said how/when this feature will be rolled out in additional markets?

Slowly and poorly.

[beejay]

Originally Posted by jrm01

Slowly and poorly.

I suspect that was not the terminology they used...

But being from a relatively small Comcast market, I'd be interested to know if they said eventually all markets would be converted or if some just wouldn't be worth it.

[morac]

Originally Posted by Larry in TN

Has Comcast/Xfinity said how/when this feature will be rolled out in additional markets?

The only thing that's been said (though not in so many words), is that it probably won't be fully deployed by the end of the year.

It's likely to be in one of the following areas as these are Comcast's major market areas and usually get updates first: Atlanta, Baltimore, Chicago, Denver, Detroit, Harrisburg (Pa.), Hartford, Houston, Indianapolis, Jacksonville, Miami, Nashville, state of New Jersey, Oakland, Philadelphia, Pittsburgh, Portland, Sacramento, Salt Lake City, San Jose, Seattle, Washington D.C. or western New England. Boston and San Fransisco are also on this list, but they already have the update.


Anyone want to start a bragging rights wager as to the next city/area? My guess would be Philadelphia. That or Chicago.

[jrtroo]

http://pr.tivo.com/easyir/customrel....jsp=custom_150

Here are two relative parts (emphasis added):

For the first time, Comcast customers in select markets will be able to use a TiVo Premiere box to enjoy a fully integrated offering of On Demand programs, along with linear television and a range of broadband services, all accessible through TiVo's user interface and intuitive search capabilities.

Under the agreement, Comcast will make its Xfinity TV On Demand service accessible on TiVo Premiere set-top boxes in many of its largest markets, with the first expected to be the San Francisco Bay Area with a plan for additional markets to follow.


No mention of a full, nation-wide rollout. Not saying it won't happen, it was just never mentioned or promised.

[drebbe]

"There is something fascinating about science. One gets such wholesale returns of conjecture out of such a trifling investment of fact." - Mark Twain

Given the history of the Comcast/TiVo partnership it is significant that they actually released something to a major market. Maybe even more importantly the first roll-out went well enough that they released to a second major market. Now here's where the conjecture begins...

There have been issues and it seems a fix for at least one of the problems (that we know about) is coming soon. If you were in Comcast/TiVo's position you'd probably wait to roll out to a new market until you are sure your fixes are working. I'd be surprised to see another market announced before the black bar (and possibly other issues) are addressed.

As to which market is next, you'd guess a larger market where Comcast has previously rolled out its new technologies suggesting those metro areas have reasonably modern cable infrastructure. SF and Boston certainly meet those criteria. Chicago and Denver would be reasonable guesses for example, they had the Tru2way trials and both are good sized. I'm sure there are others.

But yes the caveats placed in its PR are probably real. No promise of a national roll-out ever, and no promise on the timing.

"But the others wait in Casablanca... and wait.. and wait... and wait..."

[MichaelK]

curious- are SF and "boston" all moto areas? Anyone with Cisco hardware get it yet?

[leiff]

I also get frozen image after 2 seconds using on demand. Called comcast multiple times. Called there pairing center as well as tech support. They want to send a tech out. Is there any point to this? Am I ineligable for ondemand. It says here http://support.tivo.com/app/answers/...pHTGtfaw%3D%3D

that on demand is only for Tivos activated before April 9, 2012. I installed mine 3 days ago. BTW the cable card pairing phone # on this tivo support link is wrong. It should read 1-877 405-2298.

[lpwcomp]

Originally Posted by leiff

I also get frozen image after 2 seconds using on demand. Called comcast multiple times. Called there pairing center as well as tech support. They want to send a tech out. Is there any point to this? Am I ineligable for ondemand. It says here http://support.tivo.com/app/answers/...pHTGtfaw%3D%3D

that on demand is only for Tivos activated before April 9, 2012. I installed mine 3 days ago. BTW the cable card pairing phone # on this tivo support link is wrong. It should read 1-877 405-2298.

I assume you are referring to this:

IMPORTANT: For a limited time, only existing TiVo Premiere DVRs installed prior to April 9th 2012 in eligible markets will have access to the XFINITY On Demand feature. TiVo Premiere DVRs in eligible markets installed after April 9th 2012 will receive the feature when it is fully launched over the coming weeks. It is possible to see the application, but it may not be fully functional. You will receive a notification on your TiVo box when the full functionality of the feature is available.

Someone from TiVo will have to clarify what "fully launched" means.

[aadam101]

Originally Posted by lpwcomp

I assume you are referring to this:

Someone from TiVo will have to clarify what "fully launched" means.

Where did you get that quote? My Tivo was installed in May and Xfinity OnDemand works just fine.

[aadam101]

Originally Posted by leiff

I also get frozen image after 2 seconds using on demand. Called comcast multiple times. Called there pairing center as well as tech support. They want to send a tech out. Is there any point to this? Am I ineligable for ondemand. It says here http://support.tivo.com/app/answers/...pHTGtfaw%3D%3D

that on demand is only for Tivos activated before April 9, 2012. I installed mine 3 days ago. BTW the cable card pairing phone # on this tivo support link is wrong. It should read 1-877 405-2298.

You have to ask them to add a Tivo AO code to your account.

[leiff]

yeah, I asked about that as I saw that mentioned earlier in this thread. I was told it reffered to a second access card and didn't apply to me. Then I was transferred to someone else and she said it looked like the cable card still showed up as a non premier card since I had had it pulled from my S3 so she said she changed something and it should work. Network update and reboot later: same problem. Called comcast 5 times today and Tivo once. They said they couldn't help.

[lpwcomp]

Originally Posted by aadam101

Where did you get that quote? My Tivo was installed in May and Xfinity OnDemand works just fine.

From the page pointed to by the link in the post I quoted. More specifically here.

[leiff]

baed on your advise I called comcast a 7'th time to refer to the AO code thing. Unfortunantly I callrd the cable pairing # and they said I needed basic tech support so I was transferred. This time the tech support wasn't so quick to recommend a truck roll. He put me on hold to investigate and then said he needed to have another department call me back in about 15 minutes. waiting now...

[aadam101]

Originally Posted by leiff

baed on your advise I called comcast a 7'th time to refer to the AO code thing. Unfortunantly I callrd the cable pairing # and they said I needed basic tech support so I was transferred. This time the tech support wasn't so quick to recommend a truck roll. He put me on hold to investigate and then said he needed to have another department call me back in about 15 minutes. waiting now...

Try chat. I added my AO code via chat and it was very simple. I needed a truck roll for the initial pairing because after 5 hours on the phone with various Comcast reps they couldn't figure it out. They were however, kind enough to charge me for the truck roll......

[aadam101]

Originally Posted by lpwcomp

From the page pointed to by the link in the post I quoted. More specifically here.

Interesting. It doesn't seem to be true. My Tivo was installed and activated on May 7.

[leiff]

tried chat they said they saw all troubleshooting had been done over phone already and all they could do was schedual truck roll. Mentioning AO code did not help. Then I tried calling in again. Rep said he was trying some kind of special flash to cable card. Now all my channels went out except SD local. He said to give them 10 minutes to come back. 10 minutes later I call comcast back and am told I need to wait 4 hrs. for channels to come back, not 10 minutes. So now I'm waiting for 4 hrs. to see if the channels come back which I doubt they will because I've never seen anything have to take that long before. At that time I'll have no choice but to initiate truck roll. They better not charge me. I'm at the outside of my 14 day return policy for this XL4 from E-expo and you can bet I'm returning this Tivo if I can't get On-demand working.
I'm using one of my 2 m cards that I took out from my S3 Tivo. Maybe I'll try the other one before I call truck roll.

(EDIT) Affter waiting 4 hrs no surprise still no channels. Called and asked Tivo about this and they said wait time for channels is max 1 hr., not four. Called Comcast back and re-read all the cable card info and 10 minutes later got my channels back. Still same freeze issue for On-Demand. Scheduling truck roll now..

[leiff]

Comcast tech couldn't figure out what the problem was. Then they swapped for the other cable card in my old S3 and everything including on-demand now works. It seems I could have tried this myself but when I called yesterday to ask if I should try this I was told there was no point. So if your swapping an old S3 with 2 cards make sure to try both your cards if the first one doesn't work! The installer didn't want to take my extra Cable card for some reason and I don't know if I'm being billed for it. Wondering if I should call to take it off my account but then I'll have to mail it back to comcast which will be a headache. Right now on my bill I see one cable card charge for $1.50 but that could just mean the first card is free? Seems I'll be selling my S3. Wonder if I should include extra cable card with sale?

[ajwees41]

Originally Posted by leiff

Comcast tech couldn't figure out what the problem was. Then they swapped for the other cable card in my old S3 and everything including on-demand now works. It seems I could have tried this myself but when I called yesterday to ask if I should try this I was told there was no point. So if your swapping an old S3 with 2 cards make sure to try both your cards if the first one doesn't work! The installer didn't want to take my extra Cable card for some reason and I don't know if I'm being billed for it. Wondering if I should call to take it off my account but then I'll have to mail it back to comcast which will be a headache. Right now on my bill I see one cable card charge for $1.50 but that could just mean the first card is free? Seems I'll be selling my S3. Wonder if I should include extra cable card with sale?

cable cards need to be rented you should send the cable card back.

[drebbe]

Tom Rogers (CEO of TiVO) at this morning's NASDAQ OMX Investor conference made the following comment about the Xfinity OnDemand service on TiVo

"We've started -- in the last couple of months rolled out in San Francisco,
last week we started rolling out in Boston. They are going to roll us out
throughout their 15 largest markets."

I didn't see anything about timing, but nice to see a clearer statement on the size of the rollout.

[MichaelK]

Ok- so then who's got a list of the 15 largest comcast markets?

[sbiller]

Originally Posted by MichaelK

Ok- so then who's got a list of the 15 largest comcast markets?

I've never seen a solid list published but we could probably get pretty close by studying this --> http://www.comcastspotlight.com/markets

[morac]

Originally Posted by MichaelK

Ok- so then who's got a list of the 15 largest comcast markets?

Comcast's major markets are: Atlanta, Baltimore, Boston, Chicago, Denver, Detroit, Harrisburg (Pa.), Hartford, Houston, Indianapolis, Jacksonville, Miami, Nashville, state of New Jersey, Oakland, Philadelphia, Pittsburgh, Portland, Sacramento, Salt Lake City, San Francisco, San Jose, Seattle, Washington D.C. and western New England.

That's more than 15, but it's probably safe to say the 15 are in that list though.

[d_anders]

Comcast is in Minneapolis/St. Paul city markets, and they are larger than a number of ones noted below. Not sure where on the list they fall....

Originally Posted by morac

Comcast's major markets are: Atlanta, Baltimore, Boston, Chicago, Denver, Detroit, Harrisburg (Pa.), Hartford, Houston, Indianapolis, Jacksonville, Miami, Nashville, state of New Jersey, Oakland, Philadelphia, Pittsburgh, Portland, Sacramento, Salt Lake City, San Francisco, San Jose, Seattle, Washington D.C. and western New England.

That's more than 15, but it's probably safe to say the 15 are in that list though.

[jmpage2]

It's mentioned in another thread but it has gone live in the Comcast Denver suburbs system.

We tried it out and it's pretty good, although puzzling that it's an SD interface. Also, we observed that with film based content the 3:2 pulldown judder (I'm guessing it's some kind of telecine issue) is pretty horrible, very noticeable on any camera pans, etc.