No premium channels after Roamio hard drive replacement

Discussion in 'TiVo Roamio DVRs' started by MoranJ2000, Dec 18, 2020.

  1. MoranJ2000

    MoranJ2000 Member

    45
    3
    Aug 7, 2007

    Advertisements

    Hello everyone.

    So here’s the deal:

    After 6+ years of service, my Roamio Plus was getting janky so I replaced the hard drive. Everything went well with that, but after setting up the box again I am no longer able to watch my premium channels—when I tune to one, I either get “V58 channel not authorized” or the CableCard pairing information screen.

    So I contacted Comcast thinking I needed to re-pair the CableCard (it's a Technicolor PowerKey—I guess this is the same as Cisco/Scientific Atlanta?). We went through the pairing process, but the symptom remained.

    I went through this dance with Comcast several more times over a period of a week—different techs, trying different cable outlets in my house, even a different CableCard. It always ends with Comcast saying the card is paired and everything looks good on their end, but still no premium channels for me.

    Comcast doesn’t seem to have any idea what’s going on and suggested I contact TiVo. I did that and predictably, they weren’t helpful.

    For what it’s worth, when I look at my CC screens, the CA Screen says Status: Ready, the DAVIC screen says Status: Locked, and the CP Info screen says Auth Status: Waiting for CP Auth.

    I assume this “Waiting for CP Auth” is the heart of the issue, but in any event I’m pretty sure whatever the problem is, it is on Comcast’s end. Just not sure what they need to do to fix it, so I’m hoping someone here’s been through this before and maybe knows what’s going on here?

    If anyone is able to shed some light on this and point me toward a solution, I would be grateful.

    Thanks very much.

    Joe
     
  2. ggieseke

    ggieseke Well-Known Member

    5,947
    750
    May 30, 2008
    Yeah, it should say CP Auth Received. Are you calling the direct CC pairing number (877-405-2298)?
     
  3. MoranJ2000

    MoranJ2000 Member

    45
    3
    Aug 7, 2007
    Yes, but I don't think that's a thing anymore-- it seems to ring to general Comcast support now.

    To their credit, all the CSRs I spoke to totally knew what a CableCard was and how to pair one (which wasn't always the case in the past), but they were all stumped beyond that.
     
  4. Pokemon_Dad

    Pokemon_Dad Ruler of Unown UI

    2,133
    881
    Jan 19, 2008
    Silicon Valley
    Recently someone went through this again and again here, even receiving new cards, only to figure out that the problem was on Comcast's end. But good luck. Have you also used the self-serve pairing website? XFINITY CableCARD activation & pairing

    That didn't work for the other user, but eventually he tried a forum on DSL reports where actual Comcast tech support people can be reached, and they helped him fix the problem. That info is in this post.
     
  5. Pokemon_Dad

    Pokemon_Dad Ruler of Unown UI

    2,133
    881
    Jan 19, 2008
    Silicon Valley

    Advertisements

    (@MoranJ2000 I had to fix the links in the above post a couple times, especially this one, as they were going to the wrong places. Should be good now.)
     
  6. MoranJ2000

    MoranJ2000 Member

    45
    3
    Aug 7, 2007
    I did try the Web site a few times, but it didn't work. Either I got an error message or the page just churned for a while and then timed out.

    I'll post on the DSLReports forum. Thanks for the tip!
     
    Pokemon_Dad likes this.
  7. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

    12,601
    1,142
    Apr 6, 2000
    SF Bay Area
    Did you get them to unpair the cable card, then pair it again?
     
  8. MoranJ2000

    MoranJ2000 Member

    45
    3
    Aug 7, 2007
    Yeah, about six billion times. OK, maybe only six times, but after HBO still didn't work the best they could offer was ¯\_(ツ)_/¯
     
  9. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

    12,601
    1,142
    Apr 6, 2000
    SF Bay Area
    In your original post, you only say to pair or re-pair, but not unpair. such as have them remove the previous info for the card and pair again (unpair). Basically, start over again as if its a new card to new device.
     
  10. kpeters59

    kpeters59 Well-Known Member

    3,172
    651
    Jun 19, 2007
    Houston, Texas
    I've had to insist with Comcast they remove the CC entirely from the account and re-add it to get a card re-paired.

    -KP
     
  11. ggieseke

    ggieseke Well-Known Member

    5,947
    750
    May 30, 2008
    According to some other posts you just have to say "CableCARD" when you call that number, and it will transfer you to the specialists.
     
  12. Pokemon_Dad

    Pokemon_Dad Ruler of Unown UI

    2,133
    881
    Jan 19, 2008
    Silicon Valley
    In my experience that has changed. The call goes to a general pool of CSRs, and they know a little more than they used to but they're still level 1. At a certain point the call needs to be escalated, and somehow they don't understand or refuse to understand that. The DSL Reports forum I recommended above is the latest hack I know of to get to the next level.
     
  13. MoranJ2000

    MoranJ2000 Member

    45
    3
    Aug 7, 2007
    Now that I think about it, I never asked them to unpair a card, but since they did make me try a new card I picked up from the store, I guess it's effectively the same thing.
     
  14. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

    12,601
    1,142
    Apr 6, 2000
    SF Bay Area
    Basically, the info for the old device would still be on their system (Host ID).
     
    kpeters59 likes this.

Share This Page

spam firewall

Advertisements