Cablecard nightmare

[lynnrose]

We recently moved from the East Coast to California and established ComCast service which required replacing the CableCard in our TiVO Bolt with a "new" card from ComCast.  Just getting the card was a hassle since the person on the phone told me to go to the store and the person in the store informed me that they no longer had them.  Two weeks ago, I Found a Comcast tech support person on "chat" who understood what I needed and one week later it arrives via UPS ground.  Last Friday I set it up with help from Comcast (requiring many more minutes of phone time) but the NEXT DAY it was not working properly. Basically it shows EST instead of PST and TiVO Guide sees the wrong channel lineup.  It is broadcasting but out of sync, not properly provisioned to us. 

Fast forward and since then I have:

* Spent 2-3 hours on the phone with Comcast mostly again and again establishing our credentials, once finding a helpful person who was "working on it" but whose call was suddenly dropped and several times finding helpful persons who told me they were transferring me to an expert but for whom the call was dropped instead.

* Spent 1 hour in chat which concluded with an appointment with a technician (which was this am)

* Was informed by technician (erroneously as it turned out) that our problem is that the cablecard works only wih Legacy and not X1 service and proceeded to change our service to Legacy only at the end to see that nothing was repaired even though he was at our house for ~2 hours.

PLEASE HELP US.  I can see from other posts on this forum that we are not the only people who have experienced this and also that this may have something to do with "provisioning", whatever that is.

Thanks -- L

[lynnrose]

Still no progress.

I would like to find @CCKenF who seems to have helped another user with this problem in a post on the X1 forum.  Are you still out there?  Thanks!

[CCAndrew]

I’ve escalated it up, the Official Employee you mentioned hasn’t logged in here since the beginning of January

[lynnrose]

Thanks! We continue to be frustrated by the lack of sync between the time zone where we are and the time zone given by Comcast to our cablecard.

[ComcastTambrey]

Hello, lynnrose!

We appreciate you reaching out to us about this cable card issue and I'm sorry it has taken you so long to find a resolution. I would love to work with you to get this addressed as quickly as possible. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

[lynnrose]

Hello @CCAndrew,

@ComcastTambrey responded to me shortly after your escalation (thanks!) and about a week ago I sent them the info they requested to resolve the issue, via private messaging. Then they were offline for a few days but since returning 3/1 have not been responding to my messages. I am wondering if my issue needs to be further escalated?

---

@CCAndrew wrote:
I’ve escalated it up, the Official Employee you mentioned hasn’t logged in here since the beginning of January

---

.

lynnrose

[bald271]

Reconfigure the TIVO zip-code twice.   First reconfigure it to any random zip code in the middle of USA then wait & watch the time-zone for your guide shift accordingly.   Feel free to reboot/retest.    Then reconfigure the TIVO zip-code to be your actual zip-code.    Again feel free to reboot/retest.      Feel free also to force an unpair/repair-from-scratch-with-tech-support inbetween each of these tests, although that is a big time sink of course.    Another way to force an unpair/repair is to return the cablecard to store and get a new one, start over from scratch with the pairing.     

[lynnrose · Accepted solution]

Our issue is resolved!  It turns out that the issue had to do with the TiVO setup and nothing was wrong with the Comcast service or card.

TiVO has instructions on their website for addressing this but in essence you have to set it up over again:

Repeating Guided Setup
Channels Missing or Incorrect in Live Guide: Troubleshooting

Thanks to @ComcastTambrey for helping us get to the point where we could unravel this!

[ComcastTambrey]

lynnrose, I'm so glad I was able to work with you and help find the solution to this lineup issue you were having on your TiVo! We are always here to help so feel free to reach back out to us at any time if you need help again in the future.