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user_aakcbb
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Visitor

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2 Messages

11/07/2026 5:27 PM

Existing CableCARD dropped pairing - need Data ID updated by Tier 2 specialist

I have an existing, active Motorola CableCARD on my account that dropped cryptographic pairing, resulting in a V58 error. My other three CableCARDs work without issue. Phone queues are routing to general agents who do not have headend tool access.Phone support incorrectly told me to visit a store. I need a tier-2 specialist to update my Data ID in the provisioning system and push an initialization hit.

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49 minutes ago

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XfinityJulie

Official Employee

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26 Messages

5 hours ago

@user_aakcbb, thank you for reaching out to at Xfinity Support on our forum.  I will be more than happy to help try to get your cable card up and running properly again, it certainly is frustrating when things don't work properly.

 

I appreciate the efforts you have made to get this fixed, you have reached the right person here.

 

In order to delve a little deeper, we will need to look at your account. 

 

Could you please send our team a direct message with your full name and full address?
To send a direct message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it.

 

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