My CableCards got deactivated by mistake - how do we fix?

Hi Xfinity,

A couple days ago (Jan 7, 2026) I went into the local retail location and made some changes to my cable / phone / internet package.  Never needed home phone, got my internet billing modernized to remove the cable modem rental fee, and did something to my TV package.  Bill came down, yay!

An hour later, I get a call from home that the TV doesn't work.  Uh-oh.

I get home and investigate.  My two Xfinity set-top boxes are fine, but all three of my TiVos are disabled.

It looks like a CableCard thing, so I go to the web link to activate a CableCard, and it says to call a number.

From there, I spend most of an hour on the phone with tech support, security, and a different part of tech support. 

The last agent tried to tell me that CableCards weren't compatible with Xfinity's system, which was obviously untrue, seeing as how they worked fine the day prior, right up until they were actively deactivated.

But the message was utterly consistent - mistake or not, they won't un-disable a CableCard.  

Went back to the retail location the following day, happened to see the same agent, and explained the situation.

I already knew that he didn't explain to me, before, that we were performing a point-of-no-return disabling of my stuff.

But it became obvious that he couldn't possibly have explained it; he had to go talk to his manager to even understand what I was telling him and find out what a CableCard was.

The conclusion was that nobody in the retail office was going to do anything to fix the mistake (to be fair, probably because they lacked any useful authority to do so).

He did offer me some more set-top boxes (at $15/mo each.)  I declined.

I understand the big picture, that Xfinity would like to be done with CableCards and is no longer required to support them.

But even so, this seems pretty shady, that there's no path back from a change that got made with, at best, uninformed consent. 

This one-way trip obviously wasn't explicitly disclosed to me, and if we're gonna say it's my responsibility to read the work order carefully... do you really want people tying up your retail agents while they read all the fine print of everything?

How do we make this right??