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user_qpef38
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Wednesday, October 16th, 2024 1:20 AM

pairing cablecard with Tivo

We are on our third week of 6 Motorola cablecards, 5 tech visits and hours and hours on the phone with tech support trying to pair a new (the second one) Tivo with a cablecard.  We have had the warehouse cancel an order without telling us or anyone, texts cancelling an order that a support person just put in, calls on the wrong phone despite requests re: which phone to contact us with.  Yesterday we were told that a tech would show up tomorrow with a non-Motorola card, then today we were told the card was ordered.  Can you please coordinate your internal coordination to solve this before 10/24?  We are Diamond members but will switch if this is not resolved satisfactorily.

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1 month ago

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XfinityMartyR

Official Employee

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1.5K Messages

1 month ago

 

user_qpef38 Thank you for reaching out! I know you mentioned being on the phone already for your concern. However, do you recall reaching the CableCARD activation support team at 877-405-2298? Also, has this article been helpful at all? Pair or activate your CableCARD — Self-installation setup

 

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user_qpef38

2 Messages

Yes, we have reached the cable card folks several times, as have the techs.  The latest is that yesterday's phone person said that they would send another tech today and Fedex a non-Motorola cablecard, as all of the 8 cards tried so far are Motorola.  However, our tracking notice said that the card would not arrive until Friday, two days from now.  Fedex???? So the tech will show up today, (second time this has happened, without a card to try.  It feels like Xfinity is waiting us out until 10/24, when you will say you no longer support cablecards.

No, that link did not help us.

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1 month ago

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XfinityTony

Official Employee

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1K Messages

@user_qpef38 I promise you that we are not trying to delay this until we will no longer be sending CableCARDs. Let's take a look at this behind the scenes. Can you send a DM to Xfinity Support with your full name and address, please?

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary
•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
•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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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