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user_bngw4c
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Thursday, January 8th, 2026 5:53 PM

Cable Card Help

I changed my plan and my cable card is no longer paired.  I understand there are some limited support for cable cards.  My account still has info about my card but couldn't get it pair using Xfinity Cable Card Activation web page.

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13 days ago

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XfinityFrank

Official Employee

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2.1K Messages

2 months ago

Hi there, @user_bngw4c! Thanks for reaching out to us here on the Community Forum. We can certainly try to see if we can help get your Cable Card working, but as you mentioned, support is limited. If we can't get it to work, we can also discuss alternate options. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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PNMD

Visitor

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4 Messages

@XfinityFrank​ 

I have a similar problem, just posted in TV/non-X1 service.  I am transferring a cable card from one TIVO unit to another and need help pairing the card with the new unit. Like many members, pairing using the online portal has failed. I have called the activation help line twice, yesterday spoke with agent Omar [Edited: "Personal Information"] who assured me that the unit pairing would be completed after a "backup" in 3 hours, but it still is not communicating the next day.  Can I send a direct message with the cable card specifics so that the appropriate person can complete the pairing?  This appears to be solution described in other posts on this subject.

(edited)

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27 days ago

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user_oxsblm

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2 Messages

1 month ago

I have a similar problem, except that I never made any changes to my plan when my cablecard suddenly stopped working recently.   Customer service by phone was unable to fix it, and they mentioned nothing about ending support for an existing card (without changes prompted from my end, or otherwise).  They ended up sending a tech which assured me that Tivo/Cablecard was no longer supported, and left an X1 box I'm using now ; I agreed, as I didn't get any inkling that Comcast would make any further effort to enable my continued use of the cablecard.  Finding the X1 interface substantially worse than Tivo's, sadly.  

Would be nice to get a consistent message from Comcast, and express disappointment on this move and poor communication to users.  

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XfinityOrlandoM

Official Employee

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3.1K Messages

@user_oxsblm

Thanks for reaching out to us,  we do apologize for any inconvenience, I could take a deeper look at your account to see if the cable card codes are still on there and we could do some troubleshooting to see if there is something we can do to resolve it

 

 just go ahead and send me a direct message including your first and last name and complete service address

 

 

Here's the detailed steps to direct message us: 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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Oakley419

New Poster

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2 Messages

1 month ago

I'm having an issue just changing my plan. I have a cable card that still works but they want to take it away to change my plan from ultimate to plus. Can anyone help me?

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XfinityAirelle

Official Employee

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3.1K Messages

 

Oakley419

We understand why that feels frustrating, especially when your CableCARD is working just fine and all you’re trying to do is change your plan.

What’s happening here is not about your CableCARD suddenly being “unsupported,” but about how plan changes are handled in the system.

 

CableCARDs are tied to legacy TV packages, like Ultimate. When you move to a newer package such as Plus, the system automatically flags the CableCARD because newer TV plans are built around X1 equipment instead.

 

So even though your CableCARD still works today, changing the plan triggers a requirement to remove it. That’s why you’re being told it would be taken away. It isn’t something a store or agent can override on a newer plan.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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IceO

Regular Visitor

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9 Messages

I am having an issue as well with my cable card.  I have one inside a PC and the other in an HDHomeRun Prime.  I had the HDHomeRun Prime turned off for a week and when I turned it back on it would no longer register. It knows it's an Arris/Motorola card but never pairs and when I look at pairing info I get: Information is not available. Thoughts?

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13 days ago

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XfinityJeff

Official Employee

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710 Messages

Good morning @IceO, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the cable card, but you have come to the right place for assistance with this issue. I see you have already sent us a direct message, so we will work with you there.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 days ago

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