Can’t get my cablecard paired with TiVo

My Tivo Edge broke, and I need to pair the cablecard that I have (that worked in the Edge) with my Roamio.  I tried pairing with the online site, and it was unable to complete the pairing.  I am certain that I entered the right info.  I tried calling the support number and have talked to 3 people who don’t know what to do.  Who can I talk to in order to get this pairing resolved?