Frequent Visitor
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18 Messages
Cablecard activation issues.....
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I wanted to relate my recent experience. I spent nearly 3 hours on the phone trying to get a cablecard activated. The automated attendant kept insisting to reset my equipment. I needed an installation of a cablecard. I had all the info I gathered instructions from
https://www.xfinity.com/support/articles/pair-activate-cablecard. The only problem? The site it refers you to
https://cablecardactivation.xsp.comcast.net/ DOES NOT WORK. From what I can tell in the forums, it hasn't worked for a while. I also found out from nearly every one of the 6 people I talked to, that they don't know about cablecards and that there are few people in the company who do. I finally resorted to a chat session while I was waiting for another "expert" on the phone and at least that person tried to help and did activate it. I've been a customer since 2007 and I cannot express in words the frustration of dealing with people who don't know what you offer. Even several days after I told each and every one to tell IT that the website wasn't working, it's still out. I really am happy with the reliability of the service, but things like this make me question if I should stay with you considering Verizon is into my house already for phone service and its just a flip of a switch to change. Please get back to me, and PLEASE for those who use cablecards, put useful information on you support pages or don't put anything up at all.
XfinityChelseaB
Official Employee
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1.9K Messages
2 years ago
Hello @HankV, Thanks so much for taking a moment out of your day to leave a post on our community forum. We appreciate all our customer's feedback and always encourage providing all your feedback here:
https://bit.ly/3hhUqdT
https://support.xfinity.com/svp-contact-form
Please let us know if there is anything we can do to help.
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68Chevelle396
Contributor
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140 Messages
2 years ago
Self activation site has been moved to the Xfinity intranet and is why it will not work from the internet.
Was at an Xfnity store and they could bring up the page without issue.
Needs to be placed back on the internet or just remove any reference to it from the website.
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user_975438
2 Messages
2 years ago
I am experiencing the same issue as you! After 90 minutes of support bot [Edited: "Language"], I finally was able to get routed the group that handles these activations. If Xfinity really cared about customer service, they could have easily included a "Call this number to activate" card in the packaging.... so frustrating. Once I was talking to the right group, which BTW is this number: 877-289-8486, it turns out Xfinity sent me a previously owned card that was already paired to another device. They couldn't figure this out until after another 90 minutes of troubleshooting. After another 45 minutes, they decided they could not unlock it and chose to send me 2 new cards, hoping that one of them will be able to complete the activation process. I just switched over to Xfinity from DTV, and I am already hating my decision.
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BruceW
Gold Problem Solver
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26.6K Messages
2 years ago
Note that the number posted is not a Comcast number, it's a Tivo customer service number. They can be helpful in getting a CableCard paired, but they can't actually do the pairing. Sadly, Comcast's "CableCard pairing" number, which once actually worked to connect to people who knew something about CableCards, now seems to connect to their general customer service line. You can eventually reach someone there who knows how to unpair and pair CableCards, but it requires a ridiculous amount of persistence.
And their "CableCard pairing" web page, as noted above, is only accessible to employees with access to Comcast's private network, and so is not available to customers.
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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