Visitor
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3 Messages
RESOLVED: CableCARD Support Needed – One Active, One Failed After Upgrade (No Extra Fees)
I have two CableCARDs on my Xfinity TV account. One of them remains fully functional and should not be changed. The second CableCARD stopped working immediately after I upgraded my TV service about two months ago.
I already have an open ticket and have spoken with multiple reps. I was told the non-working card needs an equipment code added to my account, but the last tech encountered an error during the process and the call was disconnected in transfer.
To clarify:
One CableCARD has always worked and must stay active.
The second CableCARD was working prior to the upgrade and failed only after the service change.
I have never been charged an equipment fee for these CableCARDs and expect my account to remain as it has been: two cards, no new fees.
Under RCW 19.86 (Consumer Protection Act) and RCW 80 (Public Utilities Commission), Washington customers are entitled to consistent and fair service without unexpected billing changes.
At the federal level, even though the FCC relaxed CableCARD mandates in 2020, 47 CFR § 76.1205 continues to define the framework for CableCARD pairing and support. Additionally, Comcast itself confirmed it will continue supporting existing CableCARDs past their sunset date; they’re only discontinuing new or replacement card issuance.
Because one of my cards is still working, it’s clear the setup is valid and supported. I respectfully request that Xfinity restore the second CableCARD—providing its equipment code, pairing, and a refresh signal, without charging me new fees.
Could someone from the CableCARD support team please assist with provisioning and reactivating the second card under the current setup?
Thank you.
Accepted Solution
XfinityAlyssaA
Official Employee
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2.2K Messages
3 days ago
Good afternoon @user_ek74xf, and thank you for reaching out on our Community Forums with your CableCard issues. We'd be happy to review your ticket and assist with trying to resolve your CableCard concerns. Otherwise, our CableCard support team can be contacted directly at 877-405-2298. If you'd like us to further assist, please send us a Direct Message with your first and last name along with the address on the account.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you further and want to do our best to help get this resolved.
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user_ek74xf
Visitor
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3 Messages
3 days ago
Update / Resolution:
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After multiple calls and escalations, my CableCARD issue has been resolved with the help of an advanced support rep.
Here’s what was done:
I have two CableCARDs on my Xfinity TV account. One of them has always worked and was left unchanged. The second card stopped working immediately after I upgraded my TV service July 2025.
The issue was that my account no longer had the correct CableCARD equipment code after the upgrade. This prevented the second card from activating even though it had worked before.
The fix required an advanced rep who removed the old single-CableCARD code and replaced it with the correct primary + secondary CableCARD code package. This allowed both cards to be recognized and activated.
Once the new code was in place, the rep paired the second CableCARD with its Host ID and Data ID, then sent a refresh/init hit. The authorization went through and the card started working.
Both CableCARDs are now active, and no new equipment charges were added to my account.
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Key points for others:
Xfinity does still support existing CableCARDs, but only certain advanced reps can properly update the billing codes.
If a CableCARD stops working after a service change, the likely cause is that the provisioning code was dropped or changed.
The resolution is to have an advanced rep add the correct CableCARD codes (primary + secondary if you have two).
Once the codes are correct, pairing and a refresh signal will complete activation.
At this time, Xfinity can support up to two CableCARDs, but not more than that.
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Hopefully this helps others experiencing the same issue.
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