Entitlement sync issue on X1 Terminal (PXD01ANI) - Hybrid CableCard Account

I have TiVo's with a CableCard's that are working perfectly (billing/entitlements are correct). I have a secondary X1 box (PXD01ANI) installed today on the same account that is missing all premium channels (HBO, Marquee).

Please perform a "Targeted Refresh" or "Initialize" command on ONLY the PXD01ANI serial number [Edited- Personal Identifiable Information]. Please do not perform a "Global Refresh" or "Account Signal Hit," as I cannot risk de-authorizing the pairing and premium channel on my CableCards. I simply need the entitlement keys pushed to this specific X1 terminal.

Thanks,

Doc

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XfinityAlyssaA

Official Employee

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2.6K Messages

8 days ago

Good evening @doc999, and thank you for reaching out on our Community Forums regarding your CableCARD concerns—we appreciate you letting us know.

I see that you recently installed a new CableCARD but are missing access to some of your channels. To start, please verify that the CableCARD is fully seated in the device. Once confirmed, we recommend re‑pairing the CableCARD by following the steps outlined on our support page here: https://www.xfinity.com/support/articles/pair-activate-cablecard.

If you prefer assistance from a specialist, you can also contact our CableCARD Activation team directly by calling 877‑405‑2298 and requesting CableCARD Activation.

Please let us know if you continue to experience issues after trying these steps—we’re happy to help further.

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doc999

Visitor

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5 Messages

Hi Alyssa,

The issue isn't the cable card. My cable cards are working fine and I want to keep them working fine. The issue is I had an old standard adapter replaced about a week ago. It was replaced with an X1 box (PXD01ANI). That new X1 box is missing all my premium channels. The bots want to run a full reset on all my equipment and I don't want to lose my premium content on my cable cards. I would like someone with knowledge of cable cards to please do a targeted reset or initialize on just the X1 box. It was painful getting the cable cards fully working a year ago and I don't want to have to go through that again.

Thanks,

Doc

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2 days ago

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XfinityPaula

Official Employee

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2K Messages

doc999 I'm sorry that we focused on the cable cards being reported as the issue with missing premium channels. I see that you stated it was the X1 cable box missing HBO and Marquee.
Let's focus on the X1 box and have the signals set to that device. Can you please send us a direct message with your name and service address? From there we can troubleshoot the X1 cable box and figure out why those networks are missing. Do you receive an error code or message with you navigate to those channels?

Here are 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

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3 hours ago

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doc999

Entitlement sync issue on X1 Terminal (PXD01ANI) - Hybrid CableCard Account

XfinityAlyssaA

doc999

XfinityPaula

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