Cable card

In response to you (XfinityJoe) the email that was sent and on bills stated that cable cards would no longer be "supplied"; it said nothing about cable cards not being supported! You sent me a CC on August 27th but did not add said card to my account; therefore I can't use the [Edited: "Language"] thing. The way Xfinity treats customers is terrible. Your X1 box is no where as good as a Tivo. If Xfinity is going to stop cable card support then do it and notify the customer; then we can make the choice of moving on from the "clown show" your company has created!

@XfinityJoe​ Hi ... I have tried to follow the DM instructions, but they don't seem to apply. I can follow the URL, but there is no way to start a new message. Please advise. (I'm going through the same Cable Card problems as in this thread, and can't find anyone at Xfinity who agrees that this promotion is in effect.)

@XfinityJoe​  I’m currently on hold with customer support. I was told this morning by rep I would get x1 box for 12 months at 0 and should go to the store. Store said nope. Now I call back on phone and they don’t see it in the notes from the call today. So why are you saying that’s true. My cable card just stopped working yesterday.  I had a TiVo and TiVo mini and am a Diamond member with xfinity. 

@kali1234 I would be happy to take a look at the promotion you are speaking about. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

The cable card was sent to me by Xfinity and was a Motorola. If you are a Gold problem solver then answer my statement about "supplying" vs "supporting" .

OK, you answered my question. Now for my problem: You sent me a cable card on Aug. 26th which was "not" added to my account. I cannot get the card activated. I have purchased equipment which needs the card. It was someones job to add the card to my account which was not done. If Xfinity will not add the card Xfinity sent to my account, then I say you are not supporting the CC you sent to me on Aug. 26th. The mission statement of Xfinity states the companies goals for customer service; from my problem and it appears many other listed on this forum, your company is nowhere near the goals of that statement. It says alot when your company hides all access i.e. email, telephone # , from the public(customers) from being able to contact someone (anyone) in the U.S. about a problem which cannot be answered (fixed) by your overseas robots.

Hello @user_9d4bbe, thank you for taking the time to reach out on social media.  I understand your concern with the cable card, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Support was of no help; they have admitted that my problem was caused by a Xfinity mistake (did not do their job) but they cannot help; who runs Xfinity (american workers) or [Edited: "Inflammatory"]. Read your company mission statement and do the right thing. I need someone to talk too....

My card was working until 4 days ago as well. 

I contacted the cable card department at the 800 xfinity number and they said that the Fort Myers store in Florida still has cable cards in stock and can activate them on the account. I live about 2 hours from Fort Myers and of course their phone numbers are not public, and I don’t want to drive 2 hours only to find out I was given inaccurate information. Can an employee of Xfinity on this forum confirm this for me?

@user_mt2723
As a company, we are not adding CableCARD's to anyone's accounts. If you have one, you can continue using it. If it stops working, we will not replace it. While our internal inventory may show them as available, all Xfinity support personnel have been informed of this update. I am sorry to hear about the inaccurate information that you were provided.

@Walter61​ My HDHomeRun was working quite nicely for my MythTV DVR until Dec 1st.  Turns out the CableCard has an issue with the date: See https://www.lightreading.com/cable-technology/time-warp-could-cause-millions-of-old-powerkey-set-tops-to-go-on-the-blink  Looking at the diagnostic info for the card I could see the date/time was incorrect which results in all channels no longer being authorized...

This issue was known several years ago and Comcast chose to do nothing other than stop offering replacement CableCards at the end of October this year (just before this date issue would occur - hunh, what a coincidence in timing...).  I've seen some places they are offering their X1 DVR for 1 year at no cost (and then full price).  uhm, yeah, no... If I wanted your <deleted> DVR, I'd have gotten it...

 I did call Comcast service to give them a chance to address the CableCard issue, but the 1st tier tech support had no clue.  Kept sending "a signal" to the card and...   Eventually when I grew tired of repeatedly rebooting things and kept pointing out the diagnostic info on the CableCard, they said they'd escalate and have someone call me back in 2 hours for further debugging... yep, never called back!

So, after nearly 20 years of my MythTV DVR and using Adelphia/Comcast for cable and internet, my time with them come to an end.  I've signed up for YouTube TV and have scheduled an appointment to have Fiber installed this week.  So far the YouTube TV seems to work more or less OK, not quite as good as my DVR, but it will do (plus I still have 1.5TB of recorded shows in my DVR I can work through...).  With Comcast I had only local broadcast channels, but YouTube TV adds most of the traditional cable channels.  The Fiber will be a 3x speed upgrade (300Mbps fiber vs 100Mbps Comcast).  After all of the "intro discounts" expire, I'll still be about $20/month cheaper...

So, I guess, thank you Comcast for encouraging me to move on, up grade what we have and save money...

Yup. No reason for keeping Comcast. The X1 DVR is a piece [Edit: Language]. 

@user_zv0ueo​ 

I agree. I am still changing some Comcast e-mail sign in, but I will be gone as soon as I finish with that. I'd rather pay someone else than people that cannot take care of a 20+ year customer.

Not only that, they've just increased my payment's by $20, and they are making it impossible to drop parts of their service, like the phone and some premium channels "due to new package offers'. As soon as I replace all the @comcast.net e-mails I've used in the past to new e-mail addresses, they will be a memory to me. And I will probably save $50 to $100 for about the same level of service. So like user_zv0ueo wrote, "Thank you Comcast, I can finally let you go!".

Hey @Walter61, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity account and services. If you need any assistance with our amazing suite of Xfinity products and services, please let us know. We are always happy to help. 

Yeah, do you have the number for Ezee Fiber? Just kidding, I already have it!

Even having to pay for rent for the box is their we’re supreme mindsets.  They’re the Tesla of cable.  

@SFOlady​ Sorry to hear this ... it's approximately my experience, too. Strangely, many Xfinity support people still don't know that Cable Card has been de-supported, and try everything and promise the world to get it activated. Terrible waste of everyone's time and hope. The DVR cost is also terrible, and the purported promise to provide an X1 for 12 months seems to be dishonored by all Xfinity sales/support I've talked to. There are a few alternatives, though. One thing you can do is get the Xfinity cloud service and pair it with a third party cable box like Roku or Xumo. Both (and others!) allow you to run the Xfinity app, which then can access all Xfinity channels and DVR. [Edited: "Solicitation"] It's a matter of taste. Note that no path gets you the polished performance of the Tivo fast forward, pause and reverse ... those are features of local (non-cloud) storage. The cloud systems also have fewer and less sophisticated recording options. As to why this has happened, it's very much Xfinity's decision. The Cable Card is capable of decoding only QAM-formatted channels (i.e., old-style cable), and Xfinity chose to transmit more and more channels as IPTV (i.e., a much cheaper and more modern format). Cable Cards can't decode IPTV. Spectrum made a different decision, and continues to send all channels as QAM, which means their Cable Cards continue to work. And so it goes. You might keep your Tivo around so you can watch whatever you've already recorded on it. [Edited: "Solicitation"]. Sadly.

Thank you for reaching out to us here @SFOlady. I will be happy to look at the options we have to replace those cable cards from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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