Visitor
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41-Year Customer Extremely Disappointed With CableCARD Support
I have been a Comcast/Xfinity customer for approximately 41 years, and I am extremely disappointed with the level of support I have received while simply trying to have my existing CableCARD re-provisioned for my TiVo.
I have been passed around like a pinball in a pinball machine, transferred from department to department, with no one seeming to know what a TiVo is, what a CableCARD is, or how to send the proper authorization and pairing signals to an existing card.
I am not requesting a new CableCARD or replacement equipment. The CableCARD and TiVo were previously working properly. I am only asking for the existing card to be re-paired, revalidated, and properly provisioned on my account.
What made this especially frustrating was being told by an Xfinity representative that she understood the CableCARD itself was not actually at the end of its functional life, but that Xfinity had deemed the product “end of life” as a means of moving customers away from their own compatible equipment and onto Xfinity-provided boxes.
Whether that is an official company policy or simply how the situation was explained to me, it is an extremely troubling message for a 41-year customer to receive. A functioning device should not become unusable merely because Xfinity no longer wants to support the provisioning required for it to operate.
Instead of receiving knowledgeable technical assistance, I have repeatedly been told that I should simply use Xfinity equipment. The fact that Xfinity no longer wishes to issue new CableCARDs should not prevent the company from supporting and re-provisioning an existing card that was already active and functioning.
After 41 years as a loyal customer, I believe I deserve better than being endlessly transferred among representatives who have never heard of the equipment they are supposedly being asked to support.
I am requesting that an experienced Advanced Repair, Tier 3, or CableCARD specialist review my account, verify the Host ID and Data ID, confirm that the card remains properly associated with my account, and send the necessary initialization, validation, pairing, and entitlement signals.
Please have someone who is genuinely familiar with CableCARD provisioning contact me and help resolve this issue rather than simply directing me toward renting additional Xfinity equipment.
XfinityCliff
Official Employee
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481 Messages
5 days ago
Thank you, @user_9r9n43 for taking the time to share your experience on our Xfinity Community forums, and we especially want to acknowledge your 41 years of loyalty as a customer.
We can certainly understand how frustrating it must be to be transferred between multiple teams while trying to resolve what should be a straightforward request, particularly when you're seeking support for equipment that was previously working properly.
We also understand your concern regarding CableCARD support. While CableCARD technology remains functional in some customer-owned devices, it is based on an older television delivery standard that has seen declining industry adoption over the years as providers and manufacturers have largely transitioned toward newer IP-based platforms and technologies.
That said, we recognize that some customers continue to use compatible equipment successfully, and we appreciate why maintaining support for existing, functioning setups is important.
We would be happy to take a closer look at your situation and see if there are additional options available to help. Please send us a direct message* with your full name and complete service address.
Once we receive that information, we can review the account details, verify the current status of the CableCARD provisioning, and determine whether further assistance or escalation may be available.
We appreciate your patience and the detailed information you've provided, and we'd like the opportunity to investigate this further for you.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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