[rainwater]

Do you subscribe to the "Hi-Def View" package? That is the name they are calling the package now that includes UHD and TNTHD. The premium package doesn't include those 2 channels for sure. I'm not sure about Stars and MaxHD.

 

[rainwater]

"Pairing" is a CableCARD 101 term - if the CSR doesn't understand it, ask to be transfered to a CableCARD and/or activation specialist. If that fails, ask for someone in the head end.

For Charter, you want to ask for the "Video" group. It will at least get you in touch with someone who may know who to transfer you to

 

[rainwater]

I suggest calling to confirm that the channels you THINK you subscribe to, and what they have on record match.... Good luck!

Yes, the problem sounds exactly as you described. Most likely the poster isn't authorized for that package. When talking to Charter you should first verify your packages you subscribe to before you mention the CableCard. If it is a package issue, it will not matter if you have CableCards or not so don't confuse them