Visitor
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2 Messages
Cable Card Pairing
Called tech support on 10/05/26 to get my cable carded paired after swapping out the hard drive on my Tivo DVR Spent 1/2 hour with the agent while he tried to help me but really didn't--he kept telling me that cable cards are retired; I need to go to a store, etc... They are not retired--I have a cable card in a 2nd TiVo and it works just fine. The TiVo in question worked just fine just a couple of hours before the phone call. I asked for a supervisor and got put on hold and left there on hold for 45 minutes!!! I hung up. All I need is to have my cable card paired with Comcast again--I give Comcast a few numbers from the TiVo screen--Comcast enters them and sends a signal... Somebody in Comcast knows how to do this!!!!!
Official Solution
XfinityAirelle
Official Employee
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3.6K Messages
7 hours ago
@Gcrackr1
Thank you for working with us! We corrected the Host information and re-paired your existing CableCARD after your TiVo hard drive replacement. We’re happy you confirmed your channels are working again! Your second CableCARD was left unchanged.
We’re sorry it took several contacts to get this resolved and appreciate your patience. If you need help in the future, please create a new public post without personal information, and our team will be happy to assist! We hope you have a great day and take care. Bye for now!
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XfinityThomasD
Official Employee
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2K Messages
1 day ago
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Gcrackr1
Visitor
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2 Messages
23 hours ago
Update 10/06/26: Talked 3 different support people today on 3 different phone calls. Not really any progress. With the third one I at least got him to realize I have had an "activated" cable card for a long time so we got past the stuff about cable cards retired etc. He also acknowledged that there is still support for cable cards so I thought we were making progress. But then came to the conclusion that I needed to call TiVo (TIVO, not Xfinity) customer service to fix my problem. I tried to explain that the TiVo end of things is working fine--the problem is that I don't get any channels from Comcast!!! He insisted that it's a TiVo problem. I asked for a higher level of support. He refused and he chastised me for at least not trying to contact TiVo. I acquiesced. He gave me a phone number to call. When I hung up and called the number he gave me, guess what--IT IS A COMCAST/XFINITY number--the very same number I have called each time to get support!!!!! (darn I wish I had realized that while he was still on the line!!!) Well, I guess he didn't know as much as I thought he did!!!
PLEASE HELP. I need to talk to someone who knows about cable cards and paring them. Who do I call to get the knowledgeable support??? I think all that has to happen from my prior experience it that I give them a few number codes from my TiVo screen (Host ID and Data ID??) and that will be enough to get it working at the Comcast end. So frustrating that agents don't know when to say they don't have the expertise to help and turn me over to a next level of support....
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