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Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

New Poster

Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

So, I just had an excruciating experience with my Tivo Romio and Comcast / Xfinity Support. It all started when I couldn't access seem to play any videos from the Xfinity video on demand (VOD) app on Tivo (I get an error CL-14 or GSM-11 repeatedly). I called Xfinity support and was connected to a cable card "expert." We spent literally 2.5 hours walking through all the steps to regain connectivity, including repeating the guided setup, logging into tivo and making some modifications and re-downloading the Tivo data. All of this was to no avail. I even went to the Comcast store at the suggestion of the cable card expert to pick up a new cablecard. The following day, the cable card technical called me back and explained to me she had just left a meeting where they were told that the Tivo Cable Cards would no longer support VOD on fiber networks and that my "area" had just been upgraded to fiber. She said all areas will sooner or later be upgraded to fiber. As a result, she explained to me that my cable card, along with all the cablecards of other Tivo users in the area are now "obsolete" (her words). When I asked how to obtain a new cablecard that was VOD compatible, she said, there is no such thing. They will not support VOD on Tivos any more on the fiber network. 

This has me absolutely livid. First of all, they wasted my time trying to troubleshoot something that is incompatible and their supposed cablecard experts had no idea (apparently management didn't communicate this down to the rank and file). Second, I'm quite miffed because I specifically purchased the Tivo because I'd be able to eliminate the need for a clunky box through their cablecards. 

I'm still wondering whether any of this is true or whether the Comcast rep just didn't know how to solve the problem.  Can someone from comcast tell me if this is in fact the case?  If so, am I just left to hang without a solution of a way to get VOD with my cablecard?
 
Tags (3)
Silver Problem Solver

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

There is no way to find out if that is true or not. Comcast no longer answers questions about Tivo on these forums.

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Is this true? Where did you get this information? I have been dealing with Comcast for a month regarding my On-Demand not working on my Tivo Bolt.
Silver Problem Solver

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

I came to these forums in 2008 to get straight answers on cablecard activation. I am still waiting. There used to be a good phone number to call, and mods here that would try to help. They all seem to be gone now. Cablecard questions are just ignored. Lots of talk on the Tivo forums about Comcast dropping all cablecard support. 

New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

I got this information from a Tivo CableCard specialist at Comcast. She is the cablecard expert that the other cablecard troubleshooters go to for help within Comcast. She told me that they will no longer support Tivo VOD on any fiber networks. Nothing we can do but complain or get rid of your Tivo and use the Xfinity provided DVR (I know this is terrible).
New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Of course there is. Call Xfinity and ask.
Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Mikey13 wrote:
So, I just had an excruciating experience with my Tivo Romio and Comcast / Xfinity Support. It all started when I couldn't access seem to play any videos from the Xfinity video on demand (VOD) app on Tivo (I get an error CL-14 or GSM-11 repeatedly). I called Xfinity support and was connected to a cable card "expert." We spent literally 2.5 hours walking through all the steps to regain connectivity, including repeating the guided setup, logging into tivo and making some modifications and re-downloading the Tivo data. All of this was to no avail. I even went to the Comcast store at the suggestion of the cable card expert to pick up a new cablecard. The following day, the cable card technical called me back and explained to me she had just left a meeting where they were told that the Tivo Cable Cards would no longer support VOD on fiber networks and that my "area" had just been upgraded to fiber. She said all areas will sooner or later be upgraded to fiber. As a result, she explained to me that my cable card, along with all the cablecards of other Tivo users in the area are now "obsolete" (her words). When I asked how to obtain a new cablecard that was VOD compatible, she said, there is no such thing. They will not support VOD on Tivos any more on the fiber network. 

This has me absolutely livid. First of all, they wasted my time trying to troubleshoot something that is incompatible and their supposed cablecard experts had no idea (apparently management didn't communicate this down to the rank and file). Second, I'm quite miffed because I specifically purchased the Tivo because I'd be able to eliminate the need for a clunky box through their cablecards. 

I'm still wondering whether any of this is true or whether the Comcast rep just didn't know how to solve the problem.  Can someone from comcast tell me if this is in fact the case?  If so, am I just left to hang without a solution of a way to get VOD with my cablecard?
 

Apologies for the issue and the experience that you described above/ The information that our agent provided doesn’t appear to match your situation. I've asked that our national cable card troubleshooting team review your account further for next steps so we can get On Demand working for you. Thanks for your patience. 

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

So has this issue been rectified to your satisfaction?  I recently heard the same message from a Comcast employee. Little sympathy was offered, and I was told that on demand service was basically a privilege given to me for free and I really didn't have a right to complain about not having it anymore.

 

i was pretty infuriated.

New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

I am also having the same exact problem.  When we activated the cable card it this week it worked perfectly then a few days later stopped working.  I troubled shouted by chat and twice by phone to no avail.  They then scheduled a service technician to come out and 2 hours later and 2 new cable cards Xfinity VOD is still not working.  I was told that the back office techs will have to do some more research to figure out what’s wrong.  I’m truly frustrated and aggravated!

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

The biggest surprise here is that the techs didn't know about this issue, which according the level 2 tech support is system wide. Based upon my experience and that of others, I wouldn't hold my breath expecting it to get fixed.

New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Just received a phone call from the cable card tech at Xfinity.  She claims that they were just told If you weeks agoabout the fact that  xfinity digital cable upgrade will no longer support the cable card used with TIVO.  She said there are 35 of them working just with cable card issues. She said eventually the cable cards will stop working altogether once all the digital update is completed.  I told her that she and her 34 other friends better start looking for another job. It’s totally frustrating because  I’m sure that the engineers have been working on this digital upgrade for several years and have been well aware that there would be a cable card issue. I told her that Xfinity should have sent out a memo or at least an alert on the TV that there will be issues with the cable card going forward. The tech warned me not to switch out cable cards as this may stop by TIVO from getting other apps and premium TV channels. She said I was lucky that I was getting those now.   She said that TIVO needs to come up with a software update that will fix this problem. I will call TIVO tomorrow and see what they have to say 

Gold Problem Solver

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@wncohen wrote: ... xfinity digital cable upgrade will no longer support the cable card used with TIVO. ...

That's incorrect. Long-standing FCC rules (https://www.law.cornell.edu/cfr/text/47/76.1204, https://www.law.cornell.edu/cfr/text/47/76.1205) require cablecos to continue to offer and support CableCards.

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

I’m not entirely sure it’s not a war on TiVo. Xfinity no longer sponsors HBOgo for TiVos, though they do for gaming systems. Smells like an effort to get us to switch over from our TiVos to X1 boxes....
New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Yes I was offered multiple times to get Xfinity equipment. 

New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

That's incorrect. Long-standing FCC rules (https://www.law.cornell.edu/cfr/text/47/76.1204, https://www.law.cornell.edu/cfr/text/47/76.1205) require cablecos to continue to offer and support CableCards.

 

This may be true but if someone doesn’t bring a law suit against them nothing is going to happen!   And that’s what they’re counting on.

New Poster

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

I just got off the phone with sales.  I was trying to upgrade my package.  I was told that I would have to turn in my cable card because they are phasing them out.  If anyone is a lawyer on this - I would be glad to join a suit to this blatant disregard. 

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@anthonymtew wrote:

I just got off the phone with sales.  I was trying to upgrade my package.  I was told that I would have to turn in my cable card because they are phasing them out.  If anyone is a lawyer on this - I would be glad to join a suit to this blatant disregard. 


Apologies for the issue and the experience that you described above.  The information that our agent provided doesn’t appear to match your situation. I've asked that our national cable card troubleshooting team review your account further for next steps so we can get your cable card device  working for you. Thanks for your patience.

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Hey, Comcast Ted: please put me on the contact list as well, as I have received similar messaging. Thank you.
Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Thesleepdoctor wrote:
Hey, Comcast Ted: please put me on the contact list as well, as I have received similar messaging. Thank you.

Yes.  Apologies for the issue and the experience that you described above. I have escalated your issue to the right teams so that we can get On Demand working on your TiVo device. That team will review your account and contact you directly. Thanks for your patience.

Silver Problem Solver

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

On the Tivo support site, there are many posts from people unable to get any cablecard support from Comcast. This has been a constant problem since I came to these forums 10 years ago. It is getting worse, not better.

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@barbie123 wrote:

On the Tivo support site, there are many posts from people unable to get any cablecard support from Comcast. This has been a constant problem since I came to these forums 10 years ago. It is getting worse, not better.


Apologies that is the perception you are seeing.

 

We have an online tool that does resolve a lot of cable card activation and pairing issues. The links below are good resources 

 

https://www.xfinity.com/support/articles/pair-activate-cablecard

https://cablecardactivation.xsp.comcast.net/

 

Our specialized cable card support agents are available to our customers directly at  1-877-405-2298. 

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Ted:

 

as of now, I still have not heard anything further about this issue. Can you offer some information regarding the expected timeframe?

 

thanks!

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Two weeks since response from Comcast employee. No response from Comcast. No reply from employee to my direct message through the forums. 

 

Dear readers, this seems to validate all of our concerns. Silence speaks volumes.

 

Will post an update to this thread if and when I hear back.

 

Until then, would assume that TiVo is being phased out from Comcast support, as many of us have opined.

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Thesleepdoctor wrote:

Two weeks since response from Comcast employee. No response from Comcast. No reply from employee to my direct message through the forums. 

 

Dear readers, this seems to validate all of our concerns. Silence speaks volumes.

 

Will post an update to this thread if and when I hear back.

 

Until then, would assume that TiVo is being phased out from Comcast support, as many of us have opined.


Apologies, I was receiving information from our teams that required additional clarification, plus we ran into the Labor Day holiday.  I expect to have and provide a correct and accurate answer shortly. Thanks for your continued patience.      

 

 

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Thesleepdoctor wrote:

So has this issue been rectified to your satisfaction?  I recently heard the same message from a Comcast employee. Little sympathy was offered, and I was told that on demand service was basically a privilege given to me for free and I really didn't have a right to complain about not having it anymore.

 

i was pretty infuriated.


Specific to the On Demand issue that you experienced,  our engineering teams made some modifications which were expected  to address the CL-14 errors.  Has your situation improved in that regard? 

 

 

 

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Mikey13 wrote:
So, I just had an excruciating experience with my Tivo Romio and Comcast / Xfinity Support. It all started when I couldn't access seem to play any videos from the Xfinity video on demand (VOD) app on Tivo (I get an error CL-14 or GSM-11 repeatedly). I called Xfinity support and was connected to a cable card "expert." We spent literally 2.5 hours walking through all the steps to regain connectivity, including repeating the guided setup, logging into tivo and making some modifications and re-downloading the Tivo data. All of this was to no avail. I even went to the Comcast store at the suggestion of the cable card expert to pick up a new cablecard. The following day, the cable card technical called me back and explained to me she had just left a meeting where they were told that the Tivo Cable Cards would no longer support VOD on fiber networks and that my "area" had just been upgraded to fiber. She said all areas will sooner or later be upgraded to fiber. As a result, she explained to me that my cable card, along with all the cablecards of other Tivo users in the area are now "obsolete" (her words). When I asked how to obtain a new cablecard that was VOD compatible, she said, there is no such thing. They will not support VOD on Tivos any more on the fiber network. 

This has me absolutely livid. First of all, they wasted my time trying to troubleshoot something that is incompatible and their supposed cablecard experts had no idea (apparently management didn't communicate this down to the rank and file). Second, I'm quite miffed because I specifically purchased the Tivo because I'd be able to eliminate the need for a clunky box through their cablecards. 

I'm still wondering whether any of this is true or whether the Comcast rep just didn't know how to solve the problem.  Can someone from comcast tell me if this is in fact the case?  If so, am I just left to hang without a solution of a way to get VOD with my cablecard?
 

Apologies again for the issue and the experience that you described. In reviewing your account, it looks like the technical issues you reported above were recently resolved.

If that is not the case, please let me know.  Thanks for your patience.  

Gold Problem Solver

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@barbie123 wrote: I came to these forums in 2008 to get straight answers on cablecard activation. I am still waiting. There used to be a good phone number to call, and mods here that would try to help. They all seem to be gone now. Cablecard questions are just ignored. Lots of talk on the Tivo forums about Comcast dropping all cablecard support. 

They're not "dropping all cablecard support", FCC rules won't allow it. And It's unrealistic to expect an answer to a question you haven't asked. You've been complaining about Cablecard support for years, but I don't recall you ever asking for help with whatever problem you are having.

 

Instead of posting these vague and not entirely correct statements about Cablecards, why don't you post what specific Comcast help you need?

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

First, thank you for your reply. I understand that you are busy and that you have many things on which you are working. But at least we know Comcast and you are trying to help us and that relieves some of the frustration.

 

Unfortunately, the CL-14 issue persists, even after unplugging the TiVo unit for five minutes and letting it come back up. I will continue to try it intermittently over the next several days and will repost if the situation changes. 

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Thesleepdoctor wrote:

First, thank you for your reply. I understand that you are busy and that you have many things on which you are working. But at least we know Comcast and you are trying to help us and that relieves some of the frustration.

 

Unfortunately, the CL-14 issue persists, even after unplugging the TiVo unit for five minutes and letting it come back up. I will continue to try it intermittently over the next several days and will repost if the situation changes. 


Thanks for checking and thanks for the update above. I have asked our team to look into your situation again today.    

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Well, gentle readers (and ComcastTeds), I am pleased to say that after working on the problem for 1-2 weeks (with frequent contact from the technical support team), Comcast has fixed my problem. I am now able to receive Xfinity On Demand through my TiVo premiere. While the fix took longer than I would have liked, I am hoping that my solution will be usable by others as well and that this problem will be solved.

 

I am happy to have been wrong about my concerns and am thankful that Ted and others were able to address this concern. Please let Comcast know if you have this problem and reference this thread in the hope that they can fix your issue as well!

Silver Problem Solver

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

Can you post what the fix was?

Regular Visitor

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?

It was not anything that I did. It was all behind the scenes on their end.
Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@barbie123 wrote:

Can you post what the fix was?


Short story: Some back office adjustments were made by our engineering team to allow more time for the communcation from the TiVO device to our On Demand platform/servers.  

Official Employee

Re: Xfinity VOD no longer supported on Tivo Cablecards on Fiber Networks?


@Thesleepdoctor wrote:

Well, gentle readers (and ComcastTeds), I am pleased to say that after working on the problem for 1-2 weeks (with frequent contact from the technical support team), Comcast has fixed my problem. I am now able to receive Xfinity On Demand through my TiVo premiere. While the fix took longer than I would have liked, I am hoping that my solution will be usable by others as well and that this problem will be solved.

 

I am happy to have been wrong about my concerns and am thankful that Ted and others were able to address this concern. Please let Comcast know if you have this problem and reference this thread in the hope that they can fix your issue as well!


Thanks so much for your patience and glad to see that the team was able to review, investigate and address the issue that you were having. 

Apologies for the confusion we caused and apologies that this took as long as it took to get identified and resolved. 

 

The adjustment that was made was a global change so this should have a positive change on any Comcast customers with a TiVO device.