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Missing cable channels after cableCARD installation.
A Comcast Tech came to my house on Monday to install a Multi-Stream cableCARD into my new TiVoHD. After the install, everything worked fine and I had all of my channels. Yesterday, when I returned home from work, I noticed most of my cable channels were missing. These channels include TNT, TBS, ESPN, CSN, and more in both standard and high def. I still get some channels like my one premium channel, HBO, and I also get a few cable channels like MLB TV and shopNBC as well as my Network HD channels. I spent all of last night trying to have the problem fixed by Comcast's Support Line. None of the CSR's I spoke to seemed to know anything about cableCARDS. The only solution I was given was to have a Tech come out again. I can't afford to take any more days off of work to have this fixed. Especially knowing that sending a Tech is not neccessary and the problem is either with the billing hierarchy or the card not being authorized. At one point, I was put on hold for over 30 minutes only to be disconnected or hung up on. The last lady I spoke to said that she would e-mail someone with experience and they would get back to me. I'm still waiting for that phone call. Meanwhile, I'm missing most of my favorite shows and sporting events.
Why is no one at Comcast trained in cableCARD issues? I told the CSR's that my Conditional Access screen for the missing channels showed "Auth:NS" meaning the channels were not subscribed to the card and that was most likely the problem. They had no idea what I was talking about.
I'm going to give this another day and if Comcast doesn't have the issue taken care of I'm going to have to take another day off of work. But it won't be for a Comcast Tech to come out, it will be to make the switch to Verizon FIOS.
Why is no one at Comcast trained in cableCARD issues? I told the CSR's that my Conditional Access screen for the missing channels showed "Auth:NS" meaning the channels were not subscribed to the card and that was most likely the problem. They had no idea what I was talking about.
I'm going to give this another day and if Comcast doesn't have the issue taken care of I'm going to have to take another day off of work. But it won't be for a Comcast Tech to come out, it will be to make the switch to Verizon FIOS.
I’m frustrated
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Inappropriate?Good luck! Keep in mind you are talking to people who know nothing about cable cards when you talk to the first tech you get. Demand to talk to level/tier 2 or whatever they are called. They don't know much more, but you have better odds of not getting an idiot. You DO NOT need anyone to come to your house. You need them to correctly pair your card to your account on the Comcast computer. That is done by techs that nobody is allowed to speak to. It will probably take you 5-6 more phone calls, but nobody needs to come to your house. I have been through this garbage twice with Comcast. Their incompetence in cable card activation is stunning. Once again, good luck, and the problem is not with your Tivo or at your house.
1 person says
this solves the problem
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Inappropriate?The problem was fixed thanks to someone at Comcast Cares who forwarded my problem to an executive in my area.
Thanks for the quick response and help in resolving this matter! -
Inappropriate?Glad your problem was fixed and hope that they can fix mine. I'm having exactly the same problem. The original tech had no clue and randomly put the cable card in the slots in the wrong order etc. Even when I showed him the documentation stating that you have to just put a multistream card in the right slot, he kept randomly changing things. I'm sure he got the pairing configuration information wrong.
So now I'm stuck and I have to wait around the house on Sunday for another tech, when all I have to do is read the info screen to the "one right person".
Why can't Comcast get their act together? I mean, it costs them $$$ to send a tech out. All they need to do is provide customers with a number to call and have someone competent on the other end.
How do I get in touch with Comcast Cares so that my problem can actually get resolved without having to wait around for another tech who doesn't know what they're doing. Extremely frustrating!
