Visitor

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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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Official Employee

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474 Messages

3 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.

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?

Official Employee

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474 Messages

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

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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)

Official Employee

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2.5K 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

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Visitor

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2 Messages

2 months 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.

Official Employee

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2.5K 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

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

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

Official Employee

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1.6K 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?

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Visitor

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2 Messages

@XfinityEricB​ Hi - I didn't see this message when you replied .. but I did already drop my TV service and switch to YTTV.

Official Employee

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2.2K Messages

Thank you for your reply and letting us know @user_6fn96y. Do you have any additional questions our team can help with?

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Visitor

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3 Messages

23 days ago

While there may not be that many Xfinity customers that use cable cards, this policy change is both completely unacceptable and insufficiently communicated. I had a minor issue with my TiVo that required a reboot. After the reboot, no Xfinity channels could be recognized so automatically I suspected the cable card. I tried to repair it without success. I then removed the card, cleaned the terminals, reinserted and, of course, no go. I went to an Xfinity store this morning simply to be told they don’t have any cable cards any more and to be sold a box for $13/mo (for one of my tv’s) or told I could use the majorly lacking Stream app. I guess Comcast just isn’t losing enough cable customers every day that they want to get rid of their long-term customers too. I have been with Comcast for well over 30 years and this is what my loyalty gets me? I’ve had it. I’m moving to YTTV as soon as my one year contract is done so I don’t have to put up with this nonsense and it will save me money to boot. How little money did you save with this move? And was it really worth the aggravation you put your customers through? All this to try and force your customers to a rental box. Shame Comcast, shame.

Visitor

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4 Messages

10 days ago

I have two CableCARDs on my Xfinity TV account. One of them has always worked and is still working today. The second card stopped working immediately after I upgraded my service about two months ago. To be clear, it is connected to Xfinity service, it just does not have picture do to an error in provisioning.

I already have an open ticket (Edited- Personally Identifiable Information) and have spoken with multiple reps. I was told the non-working card needs an equipment code added to my account, but the last tech had an error trying to do that and the call was disconnected during transfer.

I want to be clear:

  • One CableCARD is working fine and should not be removed or changed.

  • The second CableCARD was working before my account change and only failed after the upgrade.

  • I have never been charged an equipment fee for my CableCARDs, and I need my account to remain the same as it has been for years (two cards, no extra equipment charges).

Can someone from the CableCARD support team please assist with getting the second card properly provisioned, paired, and authorized?

Thank you for any help.

(edited)

Official Employee

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2.2K Messages

Good afternoon @user_ek74xf, and thank you for reaching out on our Community Forums with your CableCard issues. We'd be happy to review your ticket and assist with trying to resolve your CableCard concerns. Otherwise, our CableCard support team can be contacted directly at 877-405-2298. If you'd like us to further assist, please send us a Direct Message with your first and last name along with the address on the account.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message 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 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.
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Official Employee

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702 Messages

Hello @user_ij2kju Thank you for reaching out today. Glad we could get the old coding for the cable card back on the account and get it activated again. Please reach back out if you notice any issues. 

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Visitor

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2 Messages

7 days ago

2025-08-20

I bought a new TiVo Edge last week because the Edge I currently have acts a little flaky sometimes (randomly reboots).

I was planning to buy a used cablecard and add it to the new machine.  Would any used m-card work?  But from what I've read here, if I got a used card, xfinity wouldn't want to activate the used card?  (It sounds like I'd need an intervention, from the cablecard support team, I assume .)

I had thought originally about transferring the card from the currently-mostly-working Edge to the new one, but it looks like that would get the card deactivated and not usable in the new machine or returnable to the old machine.  Does that sound correct?

Luckily I'm in the 30-day return window for the new Edge, but that leaves me with a mostly-working old Edge. I could try getting the old Edge repaired, but it sounds like once again, the card would be deactivated and I'd end up with a working-but-useless old Edge?

In any case, I actually have a TiVo Premiere that's hooked up and works, so at least there's that.  But that machine is very old so I'm a bit nervous about that.

Thank you to anyone who might be able to help.

-- [Edit: Personal Information]

(edited)

Official Employee

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2.5K Messages

 

user_q883b4 Thanks for reaching out! Since we no longer supply CableCARDs we cannot confirm if a new CableCARD in a new device will work correctly. You might try reaching out to the CableCARD team at 877-405-2298 to confirm. 

 

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Visitor

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4 Messages

Quick search for Aris Motorola  Card popped up what i use.  Make sure to confirm the model needed with xfinity and buy at your own risk of ofcorse. 

Visitor

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2 Messages

To the cablecard support team -- Would a Motorola 514517-005-00 Cable M Card suffice?  I see an offering at https://www.confluentgroup.com/motorola-514517-005-00-cable-m-card.html .

Official Employee

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1.2K Messages

Were you able to contact the cable card support team? 

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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