Comcast Houston Switching to SA CableCards

Discussion in 'TiVo Series3 HDTV DVRs' started by matt@thehickmans, Dec 19, 2008.

  1. Jan 2, 2009 #61 of 239
    blibman

    blibman New Member

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    Oct 23, 2001
    Houston,...

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    I received a call from Clarence at Comcast today. He said the missing channels are a platform issue (the SA platform, I presume), and that they know it is a problem and it is being worked on. In addition, they have no idea when it is going to be fixed.

    Seems to me that they could have sent the channels without encryption temporarily.

    Brian
     
  2. Jan 2, 2009 #62 of 239
    bicker

    bicker bUU

    10,671
    90
    Nov 9, 2003
    Florida
    I doubt their contract with the content providers allow them to do that.
     
  3. Jan 2, 2009 #63 of 239
    UConnHuskyTx

    UConnHuskyTx New Member

    17
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    Dec 31, 2008
    Katy, TX
    Brian,

    Similar results for me so far. Spoke with tech last night, and she did not tell me anything specific about the channels we're not getting. And she told me that no one else had complained specifically about this issue. And because I was the first..... Hopefully now that you and anyone else has complained about this, it will get escalated.

    All they could do for me was to set up an appt. tomorrow afternoon with a Comcast repairman. Sounds like it might be a waste of time.

    The Tech CSR I spoke with was friendly and tried to help but I probably gave her more information about the issue than she had. She also couldn't confirm any of the "big things" that Comcast has planned "coming soon". Other than the Internet is gonna get "really fast". I asked...for more money? Yep. I'm happy with my speed right now.

    Ken
     
  4. Jan 2, 2009 #64 of 239
    blibman

    blibman New Member

    78
    0
    Oct 23, 2001
    Houston,...
    Ken--

    You are definitely wasting your time with a service call. And if they change your cards, you may be out service on your other channels for 24-48 hours.

    Brian
     
  5. Jan 2, 2009 #65 of 239
    bluetex

    bluetex Wha?

    449
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    Apr 23, 2005
    Houston, TX

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    Third time's a charm. I called the 8080 number this evening when I got home (around 6:30) and talked to the same guy from 12/30 *Jose*.

    I asked him to please check the status of the order. He said, they've not done the activation but he remembered putting in the order (and it showed that he did it on the screen). I said, well you said 24-48 hours, it's been more than that can you please put it through tonight.

    He said they'd "probably" get it tonight on his re-submission.

    In 20 minutes I had 100% of my channels back. I have the Digital + HD basics + HBO. No sports packs or anything fancy.

    The signal quality is pretty much as it was (if not slightly better). None of my "typically weak" or flaky channels are flaky right now.

    The moral of the story. Bypass what they tell you, keep bugging them on the 8080 number and they'll eventually get it right.

    Jeff
     
  6. Jan 3, 2009 #66 of 239
    asills

    asills New Member

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    Dec 22, 2004
    Wow... most unexpected turn of events. I got a call from someone at Comcast a little while ago. He asked if my Cablecards were working. One is broken (and no office has had CCs to replace it yet), one is working, and the last one still needed activated. I assumed this was just a customer service bozo who wanted to do some sort of crappy survey... I was wrong.

    He wanted to know what was and wasn't working, I asked if he could actually do the activation himself and he said yes. I went upstairs, gave him the serial number of the card (so he knew which one to work on), then the Host ID. He said he'd call back in 5 minutes to check on the card. In 5 minutes (exactly) he called back, my cable card was activated and that was it.

    So even though Comcast Houston has been bungling this through their level 1 support and in-store lack of knowledge, they've at least realized they have a problem and have people proactively trying to make things right.

    Now I just need to find an office with SA cards to replace my one broken one.

    ---

    Side note: he said 399, 397 and a few others "are having trouble" and "are being worked on".
     
  7. Jan 3, 2009 #67 of 239
    gpsj1966

    gpsj1966 New Member

    28
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    Aug 9, 2002
    Tech came out Friday. He seemed to know what he was doing. He didn't say "I don't know anything about Cable Cards" but did say "I hate working with Cable Cards". Anyway he checked all of the connections but, I never saw him put anything on the line to check the signal strength. He tried to call the Cable Card line but never got anyone. Finally he had someone hit the cards and presto everything started to work. Still missing a few channel though. Weird thing is I'm missing some of the Music Channels 777+. Also, there is an HD Weather Channel on 289 that isn't on the channel list on Comcast's web site but showed up when I ran the Tivo setup and displays the Cable Card screen (indicating that the card isn't allowing it to display).

    Comcast has discontinued HDNet Movies in Houston. That was about 75% of what I watched. Anyone know anything about that.

    Missing:
    149 MoviePlex (blank)
    213 Investigation Discovery (Cable Card screen)
    221 Fuse (blank)
    289 HD Weather Channel (Cable Card screen)
    297 Universal HD (Cable Card screen)
    298 Versus HD (Cable Card screen)
    343 Boomerang (blank)
    397 Fox Movie Channel (blank)
    399 Independent Film Channel (blank)
    400 Encore Movies (Cable Card screen)
    402 Encore Love (Cable Card screen)
    403 Encore Westerns (Cable Card screen)
    404 Encore Mystery (Cable Card screen)
    405 Encore Action (Cable Card screen)
    779 Classic Country (Cable Card screen)
    783 R&B Soul (Cable Card screen)
    800 Classic Disco (Cable Card screen)
    820 Salsa (Cable Card screen)
    821 Mexicana (Cable Card screen)
     
  8. Jan 4, 2009 #68 of 239
    bluetex

    bluetex Wha?

    449
    0
    Apr 23, 2005
    Houston, TX
    I look to be back in the muck again. Today, I lost all my channels -- everything. Then I called the 8080 num to see if my cards somehow got "deactivated". They said, nope.. they look ok on that end.

    Get this.. I actually GET my encrypted channels (HBO, Noggin, SCI, MIL). I DON'T GET my basic 1-100. Nothing! I don't get the HD locals either.

    They said they'd escalate me to an engineer on Monday. Sigh.

    I WISH U-Verse would work with an S3
     
  9. Jan 4, 2009 #69 of 239
    blibman

    blibman New Member

    78
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    Oct 23, 2001
    Houston,...
    I would definitely send a direct message to http://twitter.com/comcastcares or email We_Can_Help@cable.comcast.com immediately. I normally get a response from the dm/Frank within an hour. They have people that should be able to help today.

    If you don't know how to tweet, send me your phone number in a pm and I will send the message to Frank.

    Brian
     
  10. Jan 4, 2009 #70 of 239
    UConnHuskyTx

    UConnHuskyTx New Member

    17
    0
    Dec 31, 2008
    Katy, TX
    Comcast repairman showed up yesterday. Good news...he didn't tell me to replace my SA card. He ended up calling it in, and was told that this issue with the 8 channels has been identified, and has been escalated up the line to the next level of support.

    (So far...) channels 101, 108, 113, 221, 300, 343, 397, and 399 are the 8 high band channels that are not working.

    I did get an automated call an hour after he left asking for my 1-5 feedback on his visit. When I gave a 1 (very dissatisfied), it transferred me to a Comcast rep. She has all my info, and the tech's info. She told me the same thing that this has now been bumped up to the ATS (Advanced Technical Staff?), and they'd be eventually calling me with a conclusion. Hopefully, all the channels working (like the Motorola card I had been using 2-3 weeks ago).

    Obviously this thread has identified several different cable card issues that are separate, and are being addressed. I did tell the guy about the Tivo Community board, and how I knew this was not just my single card in my Tivo issue. Plus...I did take the advice of others here and tell the tech that Comcast spend some money on Tivo HD boxes and do some testing and stop using their customers as beta testers.

    Ken
     
  11. Jan 5, 2009 #71 of 239
    andyf

    andyf Well-Known Member

    1,208
    33
    Feb 23, 2000
    Houston,...
    The Comcast store at 249 and Spring Cypress now has boxes of cards. They were all over the place. The nice lady was doing a lot of typing as she said she was activating my cards. I asked her how she knew which slot I was going to put which card into. I got a bit of a blank stare.

    There was someone else next to me getting new cards also, the lady told the guy they should be activated in about 4 hours. My nice lady told me about 24 hours.

    Amazing! Can't wait to get home, stick these puppies into my Series 3 and see my HD channels light up again. Hah! :) I'll call the numbers in this afternoon and go to bed with my fingers crossed. :)
     
  12. Jan 5, 2009 #72 of 239
    cepheid

    cepheid New Member

    23
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    Feb 16, 2002
    Houston
    The Bellaire store on Bissonnet had cards this morning also. After typing a bunch 'o stuff, my helper lady disappeared into the back room for about 10 minutes, then emerged with a ragged copy of Time-Warner's (even had the old TWC logo scribbled out by hand) instruction sheet for calling the "8080" phone line to request activation.

    Interesting that they are giving that out now, but it makes me more hopeful that the process will go well when I call them this evening.
     
  13. Jan 5, 2009 #73 of 239
    andyf

    andyf Well-Known Member

    1,208
    33
    Feb 23, 2000
    Houston,...
    Installed the cards. Seemed to get recognized OK. Careful though, both cards went through a firmware update after about 10 minutes of being installed. Knawed my fingernails down to the core hoping it would be successful. Finally, both cards updated and I called in to activate.

    Will go to bed with fingers crossed. I do get the locals in HD though without pairing which is the most important. Interestingly I don't yet get some of the lower channels like FX and FOXNEWS which I hope will come in after pairing or a GS.

    Hmm! Do I do a GS now or wait until the cards are paired?

    Edit: I did a GS and starting getting FOXNEWS. Some channels come in and some don't, it's a mystery. Cards still not paired this morning. I hope some time today - Leverage is on tonight.
     
  14. Jan 6, 2009 #74 of 239
    Terial-DeVo

    Terial-DeVo New Member

    51
    0
    Nov 1, 2004
    Just posted this in the other thread before i found this one...
    Start with the bad and only news...

    nothing works yet for me

    story thus far, please help if you have any ideas or suggestions :(

    I got the same letter and went to the store and got 4 new cards and have been in hell ever since!

    I have:
    S3 Tivo
    Tivo HD
    TV

    Old setup and worked pefectly:
    S3 Tivo had 1MultiStream card, 1SingleSteam card
    TiVoHD had 1 MS card
    TV had 1 SS card

    New Setup
    S3 Tivo has: 2 MS cards (both not working, i get about 45 channels, no premiums, and no random lower channels, like scifi, food network, spike, usa, etc...)
    Tivo HD has: 1 MS card 1/2 working, i do not understand this one lol, 1 stream is working perfectly, i get ALL channels, if i hit livetv to swap between singnals, it is the same as the S3 cards, partial channels
    TV has: 1 MS card, not working at all, can not even pull the HostID number off the card.

    When i installed all these new cards, i put them all in at the same time, not one at a time, Comcast has been totally useless for me, i have called them consistently every day since the 31st and have gotten no where with them.

    I am considering trying to have a tech come out, but there is no reason for it, they have all the information from the 4 cards that i have given them numerous times, but they are just not activating them or pairing them... i am getting really pissed as the new season of shows starts very soon!

    I notice some of you saying there was a firmware update? when did this happen? was this on the TiVo? i had no updates happen when i installed any of my cards, all of my TiVo's are up to date as they update every night.
     
  15. Jan 6, 2009 #75 of 239
    andyf

    andyf Well-Known Member

    1,208
    33
    Feb 23, 2000
    Houston,...
    The cards that I received yesterday were rev F I think from 2007. When I inserted the cards into the TiVo, after about 5 minutes TiVo said the card's firmware was being updated. Took about 5 - 10 minutes. Then I called 713-341-8080 for the chance to get the most knowledgable CC support folks. They needed to know the serial # of the card and what the host ID of the slot was that it was plugged into.

    I was very careful to take down the serial numbers of the cards and mark them CC1 and CC2 and made sure I plugged the CC1 card into the CC1 slot and the same for CC2. If you mix these up there's no chance it will ever work.

    My cards still aren't paired yet but I do get some digital channels and the local networks in HD. Of course, it hasn't been 48 hours yet so I'm not totally panicking yet.

    About your TV - it's possible that the TV doesn't support multi-stream CCs, they probably were not around when your TV was designed.
     
  16. Jan 6, 2009 #76 of 239
    jmace57

    jmace57 Large Member

    1,132
    0
    Nov 30, 2002
    San Marcos, TX
    My letter says I need to turn mine in by January 9 - I am tempted to keep them and lose the 8 or 10 channels until they get this fiasco fixed.

    I was hoping you guys would be the guinea pigs and it would be smooth sailing for me...

    Jim
     
  17. Jan 6, 2009 #77 of 239
    bluetex

    bluetex Wha?

    449
    0
    Apr 23, 2005
    Houston, TX
    I'm back fixed again. Went ahead and called for a truck roll and true to form, things were magically all better this morning before the truck could get here.
     
  18. Jan 7, 2009 #78 of 239
    UConnHuskyTx

    UConnHuskyTx New Member

    17
    0
    Dec 31, 2008
    Katy, TX
    Called Comcast to check and see if anything was happening with the SA cablecard. Still without same 8 channels. No update, no news, and no promise to be repaired by date.

    I asked if I go back to a Comcast office and get a Motorola M card and use that until the SA cards were fixed. Nope, not an option, not giving out any Motorola cards.

    I am interested if there are any Houston Comcast Tivo customers using the new SA cablecard that has all working channels. (I didn't get a response to that question either from the CSR.)

    Ken
     
  19. Jan 7, 2009 #79 of 239
    gpsj1966

    gpsj1966 New Member

    28
    0
    Aug 9, 2002
    My status hasn't changed. Still missing the channels as listed above.

    I emailed We_Can_Help@cable.comcast.com around the 29th of Dec. Wasn't really expecting an immediate response but a Customer Service Rep called on the 30th and left a message. She finally got me on the 31st. I told her that I was scheduled for a service call on the 2cond but wasn't sure that would solve the problem. She checked back on the 5th and I told her that I was getting most of my channels but still missing a few. She asked me to call her by the end of the week if I was still missing them. They are at least pretending to care about the problem.
     
  20. Jan 7, 2009 #80 of 239
    andyf

    andyf Well-Known Member

    1,208
    33
    Feb 23, 2000
    Houston,...
    Not much change here. Will call again this afternoon.

    One cards did say on the CP screen that it had received CP Auth. The other card is still waiting for CP Auth. However, the card still has not been authorized to receive the channels I should be getting.
     

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