Tivo Roamio with Comcast: VOD freezes. Problem solved!

Discussion in 'TiVo Roamio DVRs' started by beevik, Sep 11, 2013.

  1. viggin

    viggin New Member

    Oct 9, 2011
    Well this is interesting.

    I posted 3 days ago that I had tried (again) to fix my VOD not working, without much success. After this I just gave up. Gave up! The Comcast Xfinity Go app works well enough for the twice a year I want to OnDemand something (That's the point of having a TiVo right? Build your own VOD library?).

    This afternoon at work I got a call from a tech at Comcast. I wish I'd written his name down (But more on this in a second). He said he thought he had my issue fixed?!? This was an unsolicited call, by the way. The service center gave me a new CableCard Monday -- so there was no ticket open with them, and the CableCard activation line was able to help me activate the CableCard, so no ticket open there as well. I hadn't called back on the broken VOD yet.

    When I came home from work I checked and IT'S WORKING. I have NO CLUE how it was fixed, who fixed it (I'll get his name when he calls me back Sunday and ask him where to send the $Million), or how my problem ticket got reopened but I'm happy! If I learn anything worth sharing I will do. And if the gentleman who fixed my VOS is reading this (It's really cosmic people!) MY THANKS TO YOU!

    Monday I also made a brief posting to Comcast community support forums. Someone there ComcastTeds (I think I've seen that name mentioned in another thread with this issue re:CableCard firmware upgrade) escalated my issue and now it's working etc. For what it's worth, my Mororola firmware was (and still appears to be?) at 6.25...so who knows.
  2. badstink

    badstink New Member

    Jul 30, 2014

    Congrats Viggin! Hopefully Comcast is still reading these posts and that they realize there are hundreds or thousands more of us who still don't have it working.

    I activated my Tivo Roamio Plus in July 2014 but they never got VOD working despite 1 replaced Tivo unit, 25+ cable cards, 10+ visits from Comcast technicians, and 20+ phone calls to Tivo and Comcast technical support.

    I really want VOD to work. I paid for it.

    If someone from Comcast elite support is reading this, please reply to the thread with instructions on how to call and get the help we need.

    Thank you
  3. RFEngineer

    RFEngineer RF Jockey

    Oct 29, 2006
    Just a quick note to add to this lengthy and long-lived thread.

    When I got my Roamio Pro last year, and tried to get the VOD from Comcast enabled, I was prepared for an uphill-battle.

    Little did I know HOW uphill it would be. Think: Everest.

    I kept track, and had to make - get this - 17, yes that would seventeen, calls to tech-support over the course of three weeks to get this (finally) enabled.

    The person that finally understood what I was asking for had just discovered how to fix this for a prior caller - so basically, I got lucky. (If you can call have to contact them 17 times to get a resolution "lucky")

    How I managed to maintain composure during this ordeal is all down to having a wife and two teenaged daughters. Lots of practice there.
  4. markis

    markis Member

    Mar 1, 2005
    I thought I would add my experience getting VOD to work. After 3 calls and no success yesterday I decided to do more searching and reading and came across mention that a splitter may not be passing the right frequency for VOD.

    After my calls yesterday, I could select a VOD show and press play, but all I would see was just the message: "This program previously aired. Fast Forward is disabled." The program never started playing. Later, when I took the 5Mhz - 1Ghz splitter out and connected the cable directly I would get 5 seconds of playback, then the program would freeze.

    When I called earlier, I had the splitter on. Today, I made sure to connect the cable directly before calling again. I asked the service rep to make sure the "TiVo Premiere Cable Card" setting and everything was enabled for my account. He said everything was already there and correct, then he re-sent the validation/authorization signal again.

    After that, my On Demand was playing correctly without freezing. So, it seems possible that part of the authorization signal that needs to go back and forth was blocked by my splitter.

    I thought I might have to take the splitter off everytime or figure out the right frequencies and find a new splitter to watch On Demand, but I tried putting the splitter back in line and On Demand was still working.

    Anyway, I don't know if the splitter was really the culprit or if removing it was the solution, but I suggest removing it and connecting the cable directly when you call into to activate or change service on the cable card.

    (Of course, maybe it was something else the service rep did and didn't tell me or just the fact that he re-sent the signal again, but he told me all my account settings looked correct from the start.)
  5. rgreenpc

    rgreenpc New Member

    Mar 10, 2004
    Called - 877-530-6950

    Explained and he knew exactly what to do... fixed in 5 minutes.

    Ours occurred when we changed plans
  6. boxedit

    boxedit New Member

    Feb 25, 2015
    Thank you so much for this number!! Fixed in 5 minutes (yup billing code).

    6 calls total, asked them to do the remove and re-add the billing code with no luck so they must have been doing it wrong or were just humoring me and did not actually do it :/

    Comcast, if your listening you may want to add this to the tech troubleshooting guide so we don't have to call x times a week trying to get it fixed.
  7. HarperVision

    HarperVision TiVo's Italian Cuz!

    May 14, 2007
    Welcome to "Wheel of Torture", sponsored by Comcrap. Thanks for playing, see you next week, goodbye everybody!

    Attached Files:

  8. rgreenpc

    rgreenpc New Member

    Mar 10, 2004
    NEW issue... never tried this so maybe its a comcast limitation...

    Have a VOD stream playing on Roamio, when I go to play one on the mini it freezes the Roamio or vice versa....

    Something wrong with my CC or service or known issue?
  9. falterx

    falterx New Member

    Oct 25, 2013
    Yup, same here. Talked to a nice guy who took care of my problem in just a few minutes. I had recently switched to a different channel lineup, which goofed everything up.

    And, rgreenpc, the guy on the phone actually had me try out streaming simultaneously on my Romio and TiVo mini. Sure enough, if I'm streaming on my Romio, starting up a stream on my TiVo mini causes the stream on my Romio to freeze. He said that he was planning on bringing the issue to TiVo.
  10. nhuston

    nhuston New Member

    Feb 12, 2005
    +1 for 877 phone number & rate code! Perhaps the most painless interaction I've ever had with Comcast (admittedly, low bar).
  11. Mar 6, 2015 #151 of 170
    jim jean

    jim jean New Member

    Mar 6, 2015
    same issue as most, VOD would freeze after a second. even with all the help in this forum, 10 calls/chats with comcast couldnt fix issue. but on the 10th, they transferred me to their "tivo department", which turns out to mean they gave up and transferred me to tivo tech support! the tivo tech chuckled, then said it was a bit of good fortune. he teleconferenced level 3 tech support at comast, also known as escalations, the same group that comcast technicians call when onsite. took a little while, but the lvl3 tech was able to fix the problem. she said it was indeed an obscure billing code problem.
  12. h2oskierc

    h2oskierc I'm a 2-Tuner

    Dec 16, 2010
    Any of you that have been able to get this resolved that can tell me exactly what I need them to do? The people I keep getting either in chat or on the phone are so grossly incompetent if I wasn't experiencing it, I wouldn't believe it... :eek:
  13. Markus57

    Markus57 New Member

    Mar 13, 2015
    Called Comcast after reading this thread. Note the 877 escalation team would not take my call as they are too busy now and only deal with customers with existing ticket #'s. So I called regular 1-800-Comcast line and selected Cable TV>VOD issues option. Described issue. Rep looked at my account, then added a code to the account (something to the effect the Tivo box is alone with no other Comcast boxes present in the household). Asked me to try again and VOD worked fine. Took <5 minutes to fix.

    Earlier in the day I was on the phone with Comcast cablecard pairing support. They are clueless on this issue so if it's paired OK as mine is/was, forget about them for any additional help.

    Also called Tivo support who first told me it was an issue with the Romio Plus they were working on. After reading this thread and contacting Comcast, I called Tivo back to let them know it was a Comcast account code issue in my case rather than a Tivo device issue.
  14. Mikeguy

    Mikeguy Well-Known Member

    Jul 28, 2005
    (That was very considerate of you to do--TiVo should value and reward such courtesy by you.)
  15. medalik

    medalik New Member

    Mar 18, 2015
    My fix has a name...his name is Jordan, he is Comcast emploee who should be Comcast CEO. He went above to help me fix this and most important I have his direct # so you won't have to speak to any idots all over the world Comcast outsourcing costumer service. Call 888-824-8988 when prompt his extention is 18932. Let him know why you calling and he will take care of it. He works evening and late night. If only comcast had more emploees like Jordan!
  16. Brdwygurl

    Brdwygurl New Member

    Nov 15, 2014
    Another thumbs up for the phone number and information about the codes :up::up:

    I spent the same frustrating hours as other posters. Speaking to five different support individuals and nobody being able to help me or even understanding the problem. I had several people "transfer me" when they actually just hung up. I also was told everything from VOD is not available in my our area, it was a bad cable card and they wanted to send out a technician.

    I called the number above and spoke to a wonderful gentleman named Danell. He took all my card information and was able to get it fixed very quickly. I didn't even need to give him the rate code . Plus he was very nice and wonderful about it

    Thank you thank you
  17. javabird

    javabird Well-Known Member

    Oct 12, 2006
    This is great information - no one has been able to find out the code before.

    Is there a way to bookmark this post?
  18. Apr 7, 2015 #158 of 170

    forgie716 New Member

    Oct 23, 2007
    I went through Comcast support hell over this issue also. I tried calling Jordan that another poster suggested, but always just got voicemail and no callbacks. After spending 3+ hours with various techs, some who actually made the issues worse, I emailed the Comcast CEO at brian_roberts@comcast.com and told him I was ready to jump to a competitor if this couldn't be fixed. In less than 6 hours I was contacted by executive support and within the hour they fixed the issue, which was simply that the CableCARD info had been entered incorrectly. Ugh!
  19. Apr 7, 2015 #159 of 170

    HarperVision TiVo's Italian Cuz!

    May 14, 2007
    That is the reason for 99.9% of the failed Cablecard pairings. It's utterly ridiculous and inexcusable at this point in the game. I've literally had raised voice arguments with the inept CSRs on the other end who kept insisting that everything was "all good on our end", so it must be the OCUR device you're using (TiVo, HDHomerun, Ceton InfiniTV, etc) or the Cablecard. Give me a break! :rolleyes:
  20. Apr 8, 2015 #160 of 170

    samccfl99 I Am Sometimes Vocal

    Sep 7, 2013
    Hi! now you sound like me a bit....LOL. can you imagine how I write and talk to tivo csr's??? LOL. let me tell you a short story. i got my XL4 in 05-2012. they had NO comcast VOD interface yet although both tivo and comcast said they did. took them about 5 months in my area and i got a small box for free for the living room while they were creating the interface. so glad it had the new guide format over that old comcast crap for years. did you see the stupid tiles in the X1? ridiculous. anyway the only reason i am mentioning this at all is that i never had a freeze problem. my problems with "their interface" is that sometimes it gets stuck and cannot rewind and my most biggest ***** is that the 5 min skip does not work with the PGUP/DN commands. i have tried and tried to get tivo idiots to find out if the control code is being blocked in the tivo or being ignored by the comcast app, BUT of course even though i directly tell them to email the department who worked with comcast to begin with to find out why, they still cant manage to do it or even get back to me. this is a function that works with ALL COMCAST DVRS that they took away from us and refuse to do anything about. and if you are wondering, FF still works with some networks and of course premium channels. also, sometimes it does not save your selections in "saved video". NO ONE TO CALL TO HAVE SOMEONE DO SOMETHING ABOUT IT. i asked tivo to look into this (for the last 2 years periodicially) because there would be NO ONE at comcast to contact about this. OH TIVO!!!! yes a bit off topic, but i thought a bit of bitching and history would be enlightening.

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