marie012194's profile

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12 Messages

Saturday, December 7th, 2024 2:43 PM

Existing Cablecard stopped working

I know that Comcast no longer issues new cablecards.

I do have an existing cablecard though (which I have had for many years), but it recently stopping working. I am now receiving “V58 channel not authorized” messages on every channel. This seems like my existing card was removed from your system.

I would like to work with someone in your tech support area to add my card ID back into your database. This is an existing cablecard and not a new one so according to your press release it should still be supported. I currently have two cablecards on my account and am having issues with only one.

Thanks for your help!

Gold Problem Solver

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26.1K Messages

19 days ago

... I currently have two cablecards on my account and am having issues with only one ...

If the card is a Scientific-Atlanta/Cisco/Technicolor PowerKEY card, it may have died due to a date-related internal flaw. See https://www.lightreading.com/cable-technology/time-warp-could-cause-millions-of-old-powerkey-set-tops-to-go-on-the-blink. I haven't been able to find a list of which cards are affected, but the PKM800 series and earlier seem to be in trouble.

What are the model numbers of the two cards? It's printed on the back of the card, and can also be found on the "CableCARD Diag" screen under "H/W Model".

I have a Tivo Edge using a Technicolor Multi-Stream PowerKEY Model PKM908 card (printed dated 04/01/20) and so far it's still working. FWIW the card's firmware (from the "CableCARD Diag Screen") "OS Ver" is "PKEY2.0.1_F.p.1101, Build Time: Nov 2 2022".

Before declaring a CableCard problem it's worth checking the Tivo's signal stats. See https://tivoidp.tivo.com/tivoCommunitySupport/s/article/Troubleshooting-Digital-TV-Signals. Under "Signal Quality" ignore the "Maximum SNR" spec. The higher the SNR, the better.

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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12 Messages

@BruceW​ 

I don’t have access to the box and the physical card right now, but I looked at a screenshot of the diagnostics that I took earlier and pulled some information from that.

-I have two cablecards (one working and the other one is not) and the SNR signal strength is exactly the same on both.

-The one that stopped working has the following firmware version:

1 PKEY2.0.1_F.p.1101

The one that is still working has a higher version of the firmware loaded 1 PKEY2.0.1_F.p.1201.

Do you work for Comcast?

Thanks!

Gold Problem Solver

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26.1K Messages

19 days ago

... stopped working ... PKEY2.0.1_F.p.1101 ...

... still working ...         PKEY2.0.1_F.p.1201 ...

Interesting. The card that failed appears to be running the same firmware as the card in my Edge that's still working. Don't know what to make of that. A pity that Comcast/Xfinity has provided us with so little information about this situation.

... Do you work for Comcast? ...

I do not, nor would I ever! I'm just a fellow customer trying (in vain, I fear) to help others and to get the company to do better.

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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12 Messages

@BruceW​ 

I was hoping that someone from Comcast would contact me regarding my post so that I could work with someone in their tech support group. So far, no luck though. 

Do you have any tips for me as to the best way to reach out to them for tech support? Are there any tags I can add to my post?

Thanks for your help!

Official Employee

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583 Messages

Good morning, @marie012194 as of October 24, 2024, Xfinity no longer provides new CableCARDs to new or existing customers. If you would like to try and troubleshoot your existing CableCARD we would be happy to assist. Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

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Type your message in the text area near the bottom of the window

Press Enter to send it

 

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2 Messages

19 days ago

I have the same issue which started the afternoon of December 5. I am waiting for Comcast advanced tech engineer to call to further troubleshoot. My host TiVo and Cablecard are paired but no signal. I am now receiving V53 message on all channels. Earlier the message was V58. Now screen on all channels say “Problem with the signal on this channel. Trying again(V53).” 

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12 Messages

@user_v151cb​ 

thanks for your input!

I would also like to work with Comcast tech support to try to resolve my issue as well.

Hopefully, they get back to me.

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