It may be paired though the channel map may be set up incorrectly for the card.
I've run into issues with my Tivos where some channels would work and others wouldn't work, though the CableCard is showing that it's paired.
They should double-check the channel map and make sure it's applied correctly to the CC. If not, then un-pair it and re-pair it.
Roamio Pro (x2), Premiere XL4, Premiere XL, Mini
Sony S1, Toshiba RS-TX20 w/DVD burner, Tivo S2, S2 DT, S3, TivoHD, Premiere XL