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user_ij2kju
1st Topic

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3 Messages

Tuesday, June 10th, 2025

Disappointed in cable card support being discontinued

I've been an Xfinity customer for about 11 years and was disappointed to learn today that the cable card in my TiVo Bolt is no longer supported. The rep said an X1 streaming box could be provided at no charge but then sent a proposed account notice that included a $15 setup fee and an overall increase in the bill of about $30. I now have a piece of TiVo that was working fine and is now useless. I can understand not providing or authorizing new cable cards, but existing customers should have continued to be supported.  

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14 days ago

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XfinityQuemekia

Official Employee

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385 Messages

2 months ago

Hello @user_ij2kju I really hope the week has been treating you well. Thanks for taking the time out of your day to post your concerns here on our Xfinity Community Forum. We are sorry to hear about your experience with cableCARDs. Xfinity, starting October 2024, no longer provides new CableCARDs to new or existing customers.

However, Xfinity still supports existing CableCARDs and offers troubleshooting assistance.

Xfinity does not allow customers to switch back to a CableCARD after they have changed their TV package or removed the TV services.

Once the CableCARD is removed or the package is modified, the service for the CableCARD is deactivated and cannot be reactivated.

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user_ij2kju

Visitor

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3 Messages

I was told this morning that cable cards can no longer be activated, even for existing customers. I unhooked my TiVo over the weekend to move my entertainment center and have been unable to reactivate the cable card since I plugged in the TiVo yesterday. I tried activating the card online and that didn’t work. I called the customer service line this morning and the rep said the card could not be activated, even though I’ve never removed it since was installed. Who can I contact to get the card activated?

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2 months ago

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XfinityQuemekia

Official Employee

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385 Messages

@user_ij2kju Has your cable package been modified? If you were sent our XUMO streaming device, it sounds like you changed your plan.

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.
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2 months ago

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user_ij2kju

Visitor

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3 Messages

I haven't made any changes to my package and do not have a XUMO streaming device. As I noted in my first post, I've had a Motorola cable card installed in my TiVo BOLT for almost 9 years with no problems. I unplugged the TiVo over the weekend to move my entertainment center and have had no channels since plugging the TiVo back into power. I tried repairing the cable card online but that didn't work. When I called Xfinity customer service yesterday, the rep first tried to pair the cable card, then came back on the line stating that Xfinity no longer supports cable cards, even for existing customers. Very frustrating. If you have a separate number I can call to fix the issue, please let me know.

(edited)

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2 months ago

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XfinityDilary

Official Employee

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2.4K Messages

 

user_ij2kju Unfortunately, cable cards are being phased out. We no longer provide replacements for cable cards. We can troubleshoot on our end, however, if we're unable to fix it or a replacement cable card is needed, we'll have to consider other TV equipment options. I'd be happy to take a look on our end to see if there's anything else that can be done. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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2 months ago

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user_6fn96y

Visitor

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1 Message

26 days ago

I had a similar experience except I did not unplug my TiVo or change a single thing.  It worked fine on Sunday night June 15 and on Monday morning it stopped working.  
I spent hours talking to Xfinity agents who said the same thing: if the card isn’t working then there is nothing Xfinity can do. 
I spoke to TiVo who said they’re receiving similar calls.  
So despite the assurance the CableCard would live on past Oct 2024, somebody decided otherwise and left TiVo owners to find other services.

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XfinityEricB

Official Employee

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2.4K Messages

 

user_6fn96y I would like to see if there is anything I can do to help with the card if you still have it. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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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26 days ago

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user_kjaic2

Visitor

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1 Message

Same issue.   Could you please invite me to send a direct message?

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14 days ago

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XfinityBrianH

Official Employee

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1.5K Messages

Please avoid sending a Direct Message before being requested to do so by an employee. Sending an Unsolicited DM can result in a delayed response, and it may not be addressed over the weekend due to scheduling. The goal of our community is to provide answers for all so staying as public as possible, when situationally appropriate, may help users other than yourself. That being said I would be happy to assist you with your cable card today! I need to start by sending you a 6 digit security code, would you prefer to receive the code by email or text?

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

Like

Reply

14 days ago

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