Multi Stream cable card deauthorization

Xfinity Support,

After 21 years as a customer, I am now on the verge of terminating my service entirely. What has happened with my CableCARDs is unacceptable, and the latest incident has rendered all of my TiVo hardware completely unusable with Xfinity — the only cable provider available in my area.

Here is the full sequence of failures:

• October 2024: My first CableCARD was deactivated without warning. The only “notice” was a buried line on the bill. When I called, I was told — incorrectly — that a household is limited to one Multi‑Stream CableCARD and that I simply had to accept it.

• Three days ago at 8:30 PM (Denver time): My remaining CableCARD was silently deauthorized. No notice. No explanation. When I called, I was given a vague statement about “upgrades,” which sounded like nothing more than code for “we just cut you off, go get an X1 box.” The agent attempted to resend authorization signals but clearly had no training on Multi‑Stream cards, and none of my channels were restored.

This second deactivation has now disabled both of my 6‑tuner TiVos. Hardware I’ve invested in for years is now unusable solely because of Xfinity’s actions.

This is not random. It is a pattern:

• Silent deactivations

• Incorrect and contradictory information from support

• No willingness or ability to reauthorize

• No technical justification

• Scripted, evasive responses instead of transparency

And because Xfinity holds a monopoly in my area, customers like me are left with no alternative and no honest communication about what is actually happening.

I expect direct answers to the following:

• Why both CableCARDs were deauthorized without proper notice

• Why incorrect information was given regarding Multi‑Stream limits

• Why reauthorization was refused or failed

• Why “upgrades” is being used as a blanket excuse

• What Xfinity expects long‑time TiVo customers to do now that you’ve effectively disabled our equipment

After two decades of loyalty, this is how my service ends — not with clarity, but with silence and deactivation. I expect a straightforward, honest response.