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mfranch88
20th Anniversary celebration
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32 Messages

Monday, May 19th, 2025 12:20 PM

TiVo cable cards not working

I have been an xfinity customer for YEARS. Tv and internet. I have also had 2 cable cards running in 2 TiVos for years as well. For the most part, all has worked good. I know as of Oct 2024, xfinity doesn’t support cable cards except for exisiting customers like myself.

Occasionally, I have had issues with these cable cards. Sometimes it was an easy fix (cable card hotline). Other times it required a tech visit. Either way, I was able to get the TiVos working good again.

recently, my cable cards stopped working again. It’s been about 2 weeks since I have gotten any channels on both TiVos. I haven’t changed my account for ANYTHING in years so I k ow it’s not due to that. 

since I am an exisiting customer, Is there possibly an easier way to get these cable cards working again? If so, how?

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13 days ago

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westwayneguy88888

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261 Messages

24 days ago

on a different message board, I read a post about "asking for tier 3 technical support" and from there a guy was able to get a card re-paired that was accidentally disconnected.

be patient, it took him about 8 calls to get through toi the right person, and make sure you keep a happy disposition.

that's all i can offer

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XfinityThomasB

Official Employee

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2K Messages

23 days ago

mfranch88 We no longer provide new CableCARDs to customers, including both new and existing ones, this was as of October 24, 2024. While we are still supporting existing CableCARDs, we are now phasing out the service. Customers who previously used CableCARDs and need new TV equipment are encouraged to consider transitioning to Xfinity X1 TV boxes. You may also consider using the Xfinity Stream app on a smart TV or other device with internet access. 

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westwayneguy88888

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261 Messages

@XfinityThomasB​  when is the "phase out" expected to be completed?

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22 days ago

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mfranch88

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32 Messages

@XfinityThomasB​ 

correct. I am aware that cable cards aren’t supported anymore except for existing customers who had them before Oct 2024 . I am an “exisiting customer” who has used the same cable cards for over 10yrs and have worked good until last week.

what is the best way to get this problem fixed for an exisiting cable card customer like myself?

(edited)

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22 days ago

XfinityShawn

Official Employee

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1.6K Messages

 

mfranch88 It may require you to upgrade to new TV equipment since the Cable Cards are being phased out as previously mentioned. Are you looking to upgrade now? We can see what we can do on our end to help still. 
 
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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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22 days ago

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westwayneguy88888

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261 Messages

@XfinityShawn​ phased out?.... when is the final phase out date?

I was under the impression existing customers could expect continued use of their cards, now it looks like xfinity is deactivating them on purpose......then saying, oh well, its end of life,.....

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22 days ago

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westwayneguy88888

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261 Messages

@XfinityShawn​  I didnt see a reply from you regarding when the final phase out is going to be;

this wording of "phase out" is different than what was promised "existing customers can continue to use them, no new ones will be issued" -

can you see the difference?

(edited)

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15 days ago

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mfranch88

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32 Messages

15 days ago

Well, for some reason and after about 2 weeks, my tivo is working again and receiving all channels as before. I guess I will keep it while I can

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user_w94fn2

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@mfranch88​ How did you do it?

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15 days ago

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XfinityGabriel

Official Employee

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2.3K Messages

 

mfranch88, We are glad to hear that it is working again for you. While we have you, is there anything else we need to touch on? I want to make sure you are satisfied. Would you like us to do an account review to see if we can save you more money on your services?

 

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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13 days ago

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westwayneguy88888

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261 Messages

15 days ago

who did you call/deal with to get it going again?

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user_w94fn2

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10 Messages

15 days ago

I have the same problem

I have two TiVos with cable cards working perfectly.  A technician came to my home and "removed my cable cards from my account".  Without my knowledge or consent.

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westwayneguy88888

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261 Messages

@wolmo​ why was the tech there in the 1st place?

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15 days ago

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user_w94fn2

Frequent Visitor

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10 Messages

13 days ago

To test signal strength.

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