U

Visitor

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2 Messages

Sun, Jun 19, 2022 2:31 AM

problem receiving REELZ HD on channel 1429 on cable card

I have been unable to receive REELZ HD on channel 1429 on cable card, for at least the past few weeks (I never tried that channel before).

There is a new program on that channel that will be on starting mid-July, and I would like to be able to watch REELZ for at least that reason.

I can receive channels 1428 and 1430 on the cable card, so the problem is specific to channel 1429 on the cable card.

My configuration uses an Xfinity cable card with a TiVo Edge, and neither the hardware or account has changed for over a year.

This setup has functioned properly for over a year, until this problem arose.

I also have an Xfinity cable box, which can receive channel 1429.

However, it is not very useful, as it cannot schedule recordings (like the TiVo).

It also displays an error that it cannot connect to the Internet after it has been up for a while (it is plugged into the switch like the TiVo).

I have worked through support cases twice with Xfinity over the last few weeks, plus once with TiVo (who told me to call Xfinity).

The cable card has been remotely reset at least twice, along with whatever else is reset at the other end.

After both service sessions, the agents said that I should receive channel 1429 on the cable card after a few hours, but I did not.

This seems like a configuration problem on the cable card, but that should have been cleared with the remote resets, if that really happened.

I could somehow ask support to make sure the cable card is remotely reset again (maybe they remotely reset the cable box instead).

I could get a new cable card and go back through the configuration, but I do not want to waste time or end up with a much worse problem.

I could get a service person to physically come to look at the problem, but they probably could do no more than I could, with support's help.

Official Employee

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145 Messages

13日前

Oh gosh, this sounds like quite the predicament. I'd like to help you troubleshoot this issue, but this is something I'll need to work with your account on specifically- so I will need you to reach out privately. Can you please send a direct message? 

New Poster

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2 Messages

I think you are going to find this is an IP channel and you won’t be able to get it with a cable card.  

Visitor

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2 Messages

12日前

Thanks for your help.

Xfinity is sending me a new cable card, as the local Xfinity office does not stock them.

It should be here today or tomorrow.

If that does not fix the problem, I will send you a direct message for any help you can provide.

Official Employee

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239 Messages

It's our pleasure! We'd be happy to touch base tomorrow to check in and see how things are going! In the meantime, please let us know if you have any other questions, as we're here to help! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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25 Messages

@user_b14d81 Hello, I am just reaching out to see if the new cable card was able to fix your problem or if you are still in need of assistance at this time?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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