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user_4645b2
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Tuesday, August 11th, 2026 3:05 AM

Existing TiVo CableCARD lost pairing after outage - need factory-team re-pairing

My existing Motorola/Arris CableCARD has worked in this TiVo Roamio for years. It stopped working during an Xfinity outage and has not recovered.

TiVo diagnostics show good RF signal and Signal Lock, VCTID is populated, OOB messages are incrementing, and Conditional Access shows Con: Yes, but Val: ?, indicating the card is no longer paired/validated.

Phone and chat support have been unable to resolve it. One rep discovered that Xfinity had a different Data ID stored than the TiVo currently displays. I provided the current Data ID, but Val remains ?.

The Xfinity CableCARD activation website also fails at account authentication and directs me back to the CableCARD support number.

This is an existing active CableCARD, not a request for a new card. Can this please be escalated to the team/factory team that can update the Host ID/Data ID pairing and send the validation signal?

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12 days ago

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user_4645b2

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12 days ago

Update 8/12: I have now worked with another Xfinity representative who was familiar with the TiVo/CableCARD diagnostic menus and went through the relevant diagnostics with me. The card still has good RF/OOB communication but remains Con: Yes / Val: ?, and multiple activation/refresh attempts have not changed that.

I currently have a field technician scheduled, but this still appears to require a backend pairing/provisioning correction rather than an onsite signal repair.

Could an Official Xfinity Employee please open an advanced repair ticket to update the CableCARD pairing information, or escalate this to the team that can correct the Host ID/Data ID pairing?

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XfinityJeffB

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Hello user_4645b2, thank you for reaching out here in our Xfinity Community forum. We appreciate you and I will be happy to assist. We can try a few things to get your card re-paired, but please be aware, cable cards are no longer supported, so while we will try, I have to prepare you for the possibility we might not be able to. That being said, let's do our best, this will require some information best kept private.

Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.


Here's the detailed steps to direct message us: 
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.


For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum

 

 

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