Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,843,331

members

1,679

online

36,404

topics

Top

Level 2 Level 2 - Please Help... hdhomerun Prime vtc = 0

New Poster

Level 2 Level 2 - Please Help... hdhomerun Prime vtc = 0

Today I spent 2.5hrs of my life to get zero support over the phone with the level 1 techs. I was hoping that they would at least get me with someone from the Cable Card team, but I was told that that is not a real team by 4 people, and the other 3 techs said that there is a team? 

 

Anyway, I'm at a point where I might cancel my service if I don't get the support that this company promises it's customers. 

 

The issue: 

I picked up a CableCard from my local ComCast. I registred the card online with the proper Host and Data ID. To make sure all was registered properly, I called support to validate. Support said everything matches and I should be able to scan for channels in 10 minutes. Well 2.5hrs later, and speaking with 8 techs total (never was I passed to Level 2 or Level 3 which really frustrates me). I'm pretty frustrated with support leading up to this point. 

 

Reading the forum for the last hour, there seems like there are a few techs on Xfinity's payroll that can help. I really home one of those people read this post to help me out. 

 

CableCARD Status
Card Manufacturer Motorola
Card Authentication success
Card Validation none
3DES encryption supported
 
OOB Frequency 75.250 MHz
OOB Lock 2.048 Mbps
Signal Strength 98% (-1.3 dBmV)
Signal Quality 100% (37.9 d
 
Channel List none

 

CableCARD ID: 000-004-473-156-0
Host ID: 064-321-385-290-5
Data: 133-278-335-65

UnitAddress: 000-00044-73156-226
Card S/N: MA0813CAOW08
eCM MAC: Unknown
Host MAC: 00:18D:32:7F:34
Host Type: One-way

 

         Network Setup

OOB Mode:  OOB  GTC:  OOB
2-Way:  Unknown 
Rx RF Freq: 75.25-NT  LKC: 75.25N
Tx RF Freq: ---.--  Power: --
RF-OOB Status:  IDLE
EMM ID/PID:  1/0x1503
VCTID: 0  OOB Msgs:  14595
  VCT: 0 OOB-rate: 1
  NIT: 730   XAIT: 0
  NTT: 1320   CVT: 0
  STT: 120   EAS: 0
Full Tx:  0 Full Rx: 0  
  

From what I read my VTC should be great than 0. There were techs on the forum I read that sent a DM getting this resolved for people. 

 

Can anyone help me! 

 

Service Expert

Re: Level 2 Level 2 - Please Help... hdhomerun Prime vtc = 0

thenetwork,

 

Your issue has been escalated to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Official Employee

Re: Level 2 Level 2 - Please Help... hdhomerun Prime vtc = 0

thenetwork, let's take a look at those cable card issues. Please send me a private message with your full name and your phone number for help. 

 

KenF


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Xfinity Events:
WATCHATHON 2018... See More
Discussion stats
  • 2 replies
  • 276 views
  • 0 kudos
  • 3 in conversation