Contributor
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36 Messages
Cable Card not fully activated
I had a cable card for years, and one day it seems the host id changed (according to the Comcast person.) So after an hour of her trying to fix it, she had me exchange the card at the store. I kept telling her they usually delete the card and put it back in since this happens from time to time, but that seemed to go over her head.
Now with the new card, I'm not getting any of the premium channels. I know I should because I have a second Tivo that gets them and I've always gotten them on this Tivo.
My real problem is each time I call I'm spending up to two hours on the phone. The front line group doesn't seem to know how to get me to cable card activation and keep referring me to the site (cablecardactivation.xsp.comcast.net/). I tell them the site doesn't work and even ask that they try the link themselves. They insist it does work then say it's what they show I should do. Now the site doesn't work when they try it, but they insist it's what I should do???
Then, after I demand to speak to their supervisor or manager, they dump me in a queue that rings right back to the same group so I think their dialing the number I originally dialed to get them ((877) 405-2298). Once I even got the same person who had just dumped me in the queue, which helped me finally convince her that the number I'm dialing and the number they're using rings to them. Finally, after upwards of two hours of this I end up with the cable card activation team, which depending on who you get is just as bad of a disaster. Finally after two days of this, I got a guy who seemed to know what he was doing but again, I'm not getting the premium channels. The good part with him is that I said I needed to activate a cable card, and he immediately ask for the numbers to it. So I'm thinking he must know what he's doing.
Does anyone have a number that goes directly to the cable card activation group. I can't take another experience with that front line queue that keeps saying, "Please give me a chance to troubleshoot" and when I say troubleshoot what, they say my cable card to which I reply, "It just needs to be paired or activated, not troubleshot." So if you don't know how to do that, I'm speaking to the wrong group. Please get me to the right group.
It would be nice to get someone in the states or at least someone who knows what they're doing. This has gone far beyond frustrating.
CCChelseaA
Problem Solver
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637 Messages
2 years ago
@user_csu450 Good Morning! We're glad to have you reach out here regarding your troubles with your new Cable Card! We can certainly understand wanting to have access to all the same channels as you'd done in the past! Rest assured, you've come to the right place!
To confirm, aside from the premium channels not appearing, is everything else displaying as it should?
As that will help us determine whether or not the device has been fully activated and paired!
With the Cable Card devices, channel activation can take up to about 45 minutes in some cases to complete. However, given the amount of time you've already spent with your team, we can presume that should have already completed at this point!
(Which, thank you by the way! For your time, not only here today, but with our previous teammates you'd spoken to. Your time is valuable and we do appreaciate it greatly!)
I've also included a link here that will take you to a page where you'll find the steps gone through in order to completely activate the cable card device from your standpoint!
https://www.xfinity.com/support/articles/pair-activate-cablecard
You may have completed this piece already, but I just want to be sure that we're on the same page, and of course, the right track! We hope to hear from you soon!
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user_csu450
Contributor
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36 Messages
2 years ago
I havent gone channel by channel but for sure I'm missing HBO and SHO.
I went to the page you linked and it against gave me resources that don't work. The number goes to a group that doesn't know what I'm asking for and the link doesn't work.
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BruceW
Gold Problem Solver
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26K Messages
2 years ago
@user_csu450 : Your response to @XfinityChelseaA contained a telephone number that the Forum software does not allow to be posted.
Without the number:
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_csu450
Contributor
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36 Messages
2 years ago
Yes, I've been calling that number but it takes me to people who know nothing about a cable card and tries to do troubleshooting like did you try this and that stuff. Have you tried calling that number to see where it goes?
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BruceW
Gold Problem Solver
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26K Messages
2 years ago
Three years ago I asked a Comcast employee in https://forums.xfinity.com/conversations/nonx1-service/cablecard-not-authorized-after-service-transfer-to-new-address/602daf78c5375f08cd0d26df?commentId=602daf8ec5375f08cd107063:
I never got a reply. As I wrote to another poster seeking CableCard help in that thread:
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_csu450
Contributor
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36 Messages
2 years ago
Wow, this just keeps getting worse. Today they dispatched a guy out to my house who didn't bring another cable card and said if the level 3 guy who called me couldn't get it working then there's nothing he could do. So I said the level three guy said you would bring another card, why would you come without a card? He said he could order me one but it would take weeks to get.
So he called the 877 number to see if they could send the pairing signal and saw what I was talking about when you call that number. Long story short, I'm right back where I started, he told me to go to a xfinity store and exchange my card for another one but be prepared, he's seen it take as many as 10 to finally get one that works. Are these guys kidding, this has gone way past ridiculous...
I have two Tivo's with cable cards, what I would like to do is switch the one from the Tivo I rarely watch into the Tivo I normally watch since that cable card works just fine. My problem is trying to explain what I'd like to do to one someone who takes the call. I couldn't get them to understand paring one card, there's no chance in getting them to move the card to a different Tivo? This really sucks...
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