Missing one channel

About 2 weeks ago, one channel (and only one) on my DVR went "missing", channel 861. It's the Cartoon Network HD. Customer service believes that it's the CableCARD at fault for some reason, but it doesn't make any sense to me, as each and every other channel works as it should, without issue. In fact, when I went to rescan my channels, I had 550 channels beforehand, and after the rescan only 549 showed back up, with Channel 861 as the missing channel. I rescanned again with the same outcome, so I can't see how the card would be at fault.

Customer service is dispatching a tech to replace the CableCARD

My DVR setup is a SiliconDust HD Homerun prime with a Technicolor/Cisco CableCARD that has OS Ver: PKEY2.0.1_F.p.1201.

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XfinityChristy

Official Employee

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2.3K Messages

23 days ago

Laserbait Hello and thank you for reaching out via our Xfnity Community Forums. I'm so sorry for the frustration and confusion this change has caused. I know it's disappointing when a channel you enjoy is no longer available.

Unfortunately, the tech will not be able to resolve this issue for you. Cartoon Network has moved to our More Sports & Entertainment package. To continue watching, you would need to add this package to your current TV plan. We notified customers about this change on their June or July statements depending on the billing cycle. The message read: "TV Update: Effective August 12, 2025, Cartoon Network will move from the Ultimate TV Tier/Digital Preferred Tier to the More Sports & Entertainment package."

I can help you cancel that unnecessary tech visit. To get started, please send a direct message with your full name and service address. We can then discuss your options for either adding the package if you would like.

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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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Laserbait

Frequent Visitor

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9 Messages

@XfinityChristy Thanks for the info. I never got that message about it changing packages, and it's not August 12th yet. I am also still receiving the non-HD Cartoon Network channel (42) just fine. Are you sure that info is accurate for my market/area?

Thanks!

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23 days ago

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XfinityChristy

Official Employee

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2.3K Messages

I would be happy to review your account and make sure but that is the general information I have about this change. Please send a direct message with your full name and address if you would me to take a closer look.

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
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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23 days ago

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Customer Service

Laserbait

Missing one channel

XfinityChristy

Laserbait

XfinityChristy

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