Trying to get a multistream cableCARD for my new TiVo

[brian82]

I am trying to get a multistream cableCARD from Comcast for my new TiVo Edge DVR.  I tried calling Comcast customer support can they can't figure out how to send me the cableCARD self install kit or schedule a technician to come out and install it.  In both cases, their computer system wants to link the cableCARD to a Comcast DVR.  I tried going into a local serivce center but they didn't have a card compatible with my service area.  I am in Maryland.

[bleeman]

Not sure if there is something different happening in Maryland, but here in Arizona I just walked into the store and said I needed cable cards for my TiVo Edge and TiVo Bolt. They just pulled 2 from their stock and handed them to me. When I got home I installed them in my TiVo's and then called the number that comes up on the Settings-->Remote, CableCARD, & Devices-->CableCARD Decoder-->CableCARD Installation-->CableCARD Menu-->CableCARD Pairing screen.  I then went through the process with them, giving them the CableCARD ID, Host ID, and Data numbers from that screen and I was then set to go.  That number is 1-877-405-2298.

[brian82]

You’d think it would be that easy. My local Comcast store had several CableCARDs in stock but none of them were compatible with the cable infrastructure in my county. They told me to call the support line and order the starter kit. They couldn’t tell me if the other Comcast store a 30 min drive had any in stock. The store CSR didn’t have a direct phone number to the store other than the public number which dumped you into a “please hold for next available CSR” queue.

After a couple of separate phone calls to the 1-800 customer support number, I was finally able to get a card mailed to me by having them drop the HD service from my account. For some reason once that was done the CSR could order a multi stream CableCARD. With the HD service, their ordering system would only allow them to ship an X1 DVR. The CSR on the CableCARD activation line was able to figure out that trick.

While I was very disappointed in the difficulty of getting the CableCARD, I will give the CSRs at both the general support and activation numbers credit for going above and beyond trying to figure it out.

For what it’s worth, I also offered to have a tech come out and do the install if that would enable me to get the card but the CSR ran into the same problem of not being able to order just the CableCARD. I didn’t not have them check to see if they could schedule a service for the install once they figured out the trick for the self install kit.