« Lessons from the TiVo launch: learning from mistakes | Main | Pogue Loves TiVo »

Adventures in CableCards

The first thing you learn after you get a new Series 3 TiVo is that soon after unpacking the box, your next major hurdle is getting two CableCards from your cable provider so you can get all your HD and pay channels directly from the TiVo.

The TiVo Community boards have loads of threads on the (mis)adventures of getting customer support reps and techs to understand what a CableCard is and how to get one. I'm a Comcast customer trying to get one and I've really enjoyed the official Comcast CableCard Thread.

If you read a few pages of it, you'll find a small number of people are able to pick up CableCards from their local office, plug them in, and call Comcast to instantly activate them, while everyone else is being told only cable technicians can do it. Some are saying only one card was delivered, and lots are finding out there are many bad CableCards on hand. Then there is the pricing. Cruise through a few pages and you'll find people hearing everything from $15/month/card to both cards being free. Installations are running from $75 to $17 to free as well. People are calling Comcast's 1-800 number several times and getting several different prices.

For the record, here's my experience so far:

• Called toll-free Comcast national number, was told two CableCards were free, but it'd be $17 for an installer to come to my house next week, with no chance of picking up cards locally. I'm turning in my Motorola HD DVR and saving $10/mo on my bill as well.
• Went into my local Comcast office today, asked if they had CableCards to give out and they said no, only techs are authorized to do it. I said I'd heard of other offices handing them out, and having the customers just call into Comcast to activate and the person behind the counter said "only techs have the clearance to do such a thing."

It sounds like a lot of people in the Seattle area are able to walk in and get perfectly working CableCards. On the whole, Comcast is being weird about this -- it's not rocket science and shouldn't require a tech to install (even those sound way more complicated than they should be).

Here are the main takeaways everyone should keep in mind:

• You should NOT be paying for CableCards, per FCC mandate or just nominal fees (see comments). Comcast should give you two cards for free. If they are insisting on $6.95 monthly fees, hang up and try another Comcast support rep.
• Almost everyone is requiring a tech to come out to install them, even if it only takes five minutes to slide a card in and call a phone number. If you are forced to go this route, don't pay more than the minimum $17 for the visit.
• TiVo's site has everything you need to know about installing CableCards on this page. Remember "If you see error 161-4 during installation, you can ignore it. If you see Error 161-2, it means that the card is damaged and needs to be replaced." Also keep the CableCard install notes handy for the tech that visits.

Anyone here have experiences getting a CableCard from their provider for the Series 3?

by Matt Haughey September 20, 2006 in News

Comments

My experiencing in getting my CableCARDs and getting them working was pretty frustrating. It required a lot of time on the phone and two different visits.

Cable companies can charge rental fees for CableCARDs, though Comcast in my area gives them away free. I believe many TimeWarner locales charge about $45 for an "install," though again Comcast in my area was free.

Posted by: Dave Zatz at Sep 20, 2006 10:05:34 AM

The information about CableCards being free is wrong. The FCC mandate says cable companies many charge a "reasonable rental fee" for the cards. Each company (and apparently each locality of each company) sets that pricing. For instance, TWC in North Carolina doesn't charge you for the first card if you are on one of their digital packages. The second card does have a monthly fee.

Posted by: Kyle Johnson at Sep 20, 2006 10:15:53 AM

Ah, sorry about the FCC thing, I was just repeating what I read on the TiVoCommunity threads.

I guess for Comcast customers, it's worth shopping around until you hear "they're both free" before you commit.

Posted by: Matt Haughey at Sep 20, 2006 10:41:07 AM

I work for a small cable ocmpany in Pennsylvania. We charge $2.95 per month for cable cards or a $125 out right purchase. We do offer installation for $29.95 or customers can pick them up at no charge. There is also a refundable $25 deposit required on each card.

Install in a tv is really simple, plug it in, call the office, we send it a signal, it's on.

Posted by: DigitalFirefly at Sep 20, 2006 11:38:31 AM

So far, so good for me. I called the national Comcast 800 number twice this morning. The first operator set up an appointment for 8-12 the next morning for "installation" of Cablecards, but said that although the first one's free, the second card would cost $6.95 a month. I went ahead and placed the order, but then called back and got a second operator who told me that both cards are free. She changed my order to reflect her view of reality. Installation is still scheduled for 8-12 tomorrow. I'm hoping it goes smoothly.

Posted by: Craig at Sep 20, 2006 12:16:52 PM

I called my local Comcast number (in Massachusetts.) I said I wanted two cable cards, and I didn't say what they were for.
They said no problem, and scheduled a tech to come out. I had to reschedule the appointment four times because Tivo couldn't ship the unit on time, but finally today cable cards met Tivo 3.

The charge is $2.75/month per cable card.

It took the tech about 45 minutes to get them installed; most of that time was waiting on hold on the Comcast internal "advanced tech support" line.

Everything is working flawlessly now. I can't wait to get home and create all my season passes.

Posted by: billo at Sep 20, 2006 12:34:36 PM

I'm paying $6.95 a month in Orange County, CA with Cox per CableCARD AND had to pay $39.95 install fee PER CARD in order to get the tech to come out and install.

$80 up-front and $14 a month? So much for "reasonable."

Posted by: Todd at Sep 20, 2006 6:33:02 PM

Hey all...does anyone know how to transfer season pass information from one tivo to the next?

Please let me know

Posted by: keita at Sep 20, 2006 9:13:49 PM

RCN is Chicago asking $1.50/month rental per card plus a one-time $15 installation fee per card. Unfortunately I need to wait over a week to get an install appointment, and they won't let me install them myself.

Posted by: Kyle at Sep 21, 2006 7:10:59 AM

Verizon Fios (Manhattan Beach, CA) - cards are $2.95/month per card. Installed 4 cards in two Series 3 Tivos without a problem.

Posted by: tj at Sep 21, 2006 8:16:26 AM

Can you receive OnDemand programming with CableCard from Comcast? Will the Tivo record it?

Posted by: Jay at Sep 21, 2006 10:16:53 AM

Have Charter here in southeastern WI, just called for scheduling this morning. They'll be out Monday morning and price is 29.95 truck roll fee(not per card) + $1.50/card. I've got 4 on order, probably should have asked them to bring extras with.

Posted by: Leo at Sep 21, 2006 10:28:38 AM

I live in Pittsburgh and have Comcast Cable. Had my two cable cards installed in my Series3 yesterday. It took about 15 minutes to get both cards setup and receiving digital cable and HD channels. They tech told me that this was his first CableCard install in over 7 years of working for Comcast. He also said that he had heard horror stories from other techs about getting them working and that he and most of his coworkers hadn't even heard of the Series3. Overall this was a positive experience. Comcast charged about $17 for the tech's visit (which really wasn't needed), nothing for the first CableCard, and $5.99/mo for the second CableCard. Not bad at all. I love my new TiVo!

Posted by: Carl at Sep 21, 2006 11:19:21 AM

Comcast installed mine a couple of days ago. The installer was friendly but was unaware of the Series 3 TiVO, and had several discussions with people at the office about whether it could be done or not. Nobody back at the Comcast office had heard of the Series 3 TiVO either (aren't these folks TV professionals?).

In the end, they decided to give it a go. The installation was almost smooth. After both cards were activated, we tested the channels on both cards, but on card #1 none of the encrypted digital channels would display (the unencrypted local HDs came in fine).

We tried everything we could think of, but nothing worked. My mom was visiting at the time and she suggested to the installer that maybe the first card was bad (dunno why that didn't occur to me, the software engineer), so he swapped it, activated it, and everything worked fine (bless her!).

Supposedly it's no charge for the card (Indianapolis), but I'm holding out to see what my next bill looks like.

Overall a decent and interesting experience. I'm sure there will be plenty of horror stories, though. I'm glad TiVO took the time to package the checklist for the cable installer.

Posted by: Jeff at Sep 21, 2006 5:25:45 PM

Todd - the only way to copy SPs, etc, is manual. It may be easier to use TiVo Central Online than to do it on the box.

As for CableCARD, my initial install for the S3 I had to do my review was quick and painless. Charter Digital in Worcester, MA. I did have to pay for a truck roll, and I forget what the monthly fee is but it wasn't bad.

Posted by: MegaZone at Sep 21, 2006 5:36:19 PM

Jay - one of the few drawbacks of current-generation CableCards is that they are one-way communication only. Therefore, they are incompatible with services that require two-way communication with you cable company, including OnDemand and PPV. If you want to retain access to OnDemand and/or PPV, you'll need to keep a regular cable box and you won't be able to connect it to the S3 TiVo.

Posted by: AJRitz at Sep 22, 2006 8:25:39 AM

You do lose OnDemand completely, but you can still use PPV, I think you just have to go about it the old way and call it in. Although I guess I'm not sure if the Tivo will tune to those channels or not, guess I'll find out Monday when Charter shows up.

Posted by: Leo at Sep 22, 2006 9:00:37 AM

On the issue of current CableCards 1.0 and PPV/OnDemand. What's nice is the Series 3 is supposed to be able to take 1 CableCard 2.0, when 2.0 finally gets approved and produced, which will support 2-way communication, not to mention only need 1 card for 2 both tuners.

Posted by: GiMMaY at Sep 22, 2006 11:09:49 AM

I don't think a Series 3 will ever take a CC 2.0. It will take a 1.0+ when it comes out, which is a multi-stream version of the CC 1.0 we have now. These are much closer to being available than CC 2.0 which is still in committee.

Posted by: Jeff at Sep 22, 2006 11:18:44 AM

I've got Comcast/Adelphia (they're in a changeover right now). They want $20 for a service charge, $1.75/mo for the first card, and $4.20/mo for the second.

Posted by: Bravo at Sep 22, 2006 5:54:27 PM

Matt Haughey: Is it possible for me to buy the cards outright from your cable combany to use them with my local company ~ Comcast.

Posted by: Matt Shack at Sep 24, 2006 5:39:11 AM

I thank my lucky stars that I live in Seattle and was able to self-install. I picked up two CCs at the local Comcast office and got a cooperative rep on the phone for activation. After a couple hiccups, both cards are apparently working.

However, I do understand why some outfits would require a tech. The CC activation process is neither seamless nor user-friendly. Besides the ignorable errors, it was actually pretty difficult to tell if things were working.

My rep would send a signal to the CC and nothing would happen on my end. I'd have to grovel through the menus to the "Test Stations" screen to see if my channels were coming through. It didn't work the first couple times on my second card. Then it did. I can't imagine my mom tolerating the process.

Posted by: Bruce Oberg at Sep 25, 2006 5:23:49 PM

I received my S3 from TIVO about 2 weeks ago and it worked flawlessly out of the box with basic cable. I waited a week and a half for Comcast to bring the Cable Cards. I called at least 4 times and got, I'm not kidding, 4 DIFFERENT ANSWERS, from the different Comcast reps about fees, who could install them, if I could or couldn't pick them up, etc. If you can think of 4 different answers for each of these questions just plug them in. It was that blatent. The installer arrived and was here for 2 HOURS. He also was on the phone with the "Activation Team". He also spoke to at least 4 different reps. As I sit here the cards are partially working. The TIVO Tech actually HUNG UP ON ME; he offered no help and kept saying to read TIVO's faq sheet (which does not have enough info and is almost worthless). It was classic finger pointing between the 2 companies. It was a horrible experience overall. Only the HD digital channels and basic cable are working today (I sent the guy home; I'm going to figure this out from here!). Premium Analog Channels have NO SOUND. Premium digital Channels have NO SIGNAL AT ALL. But the HD output from the S3 is flawless. I guess I'll call Comcast again. Let's see, Sunday Morning . . .I have my work cut out for me!!

Posted by: Peter C. at Oct 1, 2006 6:58:52 AM

I have Time Warner in Houston (which is really Comcast, but that's another story). Getting and installing a CableCard was incredibly easy. I picked up my card from the store, plugged it in, called a number specifically designed for CableCard installations, read some numbers over the phone, and that was it. The charge was nothing for the card, but there was a $1.75/mo. rental fee. They would have installed them, but the office reps recommended against it because of the $29.95 roll cost.

Posted by: Michael at Oct 3, 2006 5:40:59 AM

I'm Back! I just got the second cable card to work. I had to take a week day off and call at 8 AM to get a patient CSR from Comcast who was willing to take the time with me. She was great! The configuration on my second card was incorrect but no one else took the time to escalate my problem to someone who knew about cablecards. After 2 hours on the phone last night the CSR told me that they are not allowed to transfer calls to another CSR who might have more experience with Cablecards. I'm a Cardiologist; the main part of my profession is knowing when to consult with my collegues. Shame on Comcast and shame on Tivo for not being more prepared. This last week has been a nightmare; I've spent at least 10 to 12 hours on the phone with both companies!!!!

Posted by: Peter C. at Oct 5, 2006 8:18:05 AM

扣管机
扣压机

Posted by: 扣压机 at Oct 16, 2006 1:17:41 AM

We just purchased a Tivo S3. We have comcast basic cable and on our HDTV, we get the network HD channels.... (NBC, CBS, etc...)

When we plug that same cable into the Tivo box, it does not find those network HD channels. We have not gotten a cableCard yet, but were expecting to see what we saw with the cable plugged directly into our HDTV.

Anyone else have this problem? Any advice?

Posted by: Karen Arango at Dec 10, 2006 2:11:50 PM

Cablevision/TiVo Series 3 nightmare!!! We tried the Cablevision HD DVR box for a while, but could not live without TiVo...so, we spent the phenomenal amount of money on the S3 -- and transferred our lifetime subscription for another nice chunk of change. So, I call Cablevision to make the appointment to have the 2 CableCARDs installed...the installer comes and says he can't do it - they need a specially trained technician to install CableCARDs into a TiVo (what???!!!) - so, appointment re-scheduled for a week later. The "specialist" comes and brings a total of TWO CableCARDs with him - and manages to install one of them, but the other card won't work. After hours of calling around looking for a tech who might have an extra card or two and speaking with his supervisor, he says we'll have to re-schedule...AGAIN. This time, he takes our Cablevision HD DVR box with him -- so we're left with no recording capability! The next morning, TWO "specialists" show up and bring a few extra CableCARDs with them - apparently, they have some serious problems with these things. They install the second card and walk away satisfied. A few hours later, we start receiving error messages on the TiVo - and find we're missing half of our regular channels as well as some seriously temperamental HD channels. We call the on-call tech and tell him we're having problems, so he returns an hour or so later. He, again, "fixes" the problem and leaves - it's now a few hours to the Super Bowl...and we start receiving the error messages again. I call Cablevision's customer service and they basically tell me they have very little experience with these boxes, but they did everything right on their end, so it must be TiVo's fault. They give me a TiVo Series 3 help line telephone number. I try my best to figure things out on my own...to no avail. So, I call Cablevision back (all of the error messages are talking about the cable provider and the CableCARDs, so I can't help but think it's something on Cablevision's end) -- they check to make sure my account is OK, and send me back to TiVo. This time, I call TiVo and they conclude that Cablevision did not activate/"bind" the CableCARDs (I also find some fun info in one of the CableCARD menus on the TiVo - it says CableCARD 1 is "waiting for activation" and CableCARD 2 is not operable) - so, back to Cablevision customer service I go! (Are YOU exhausted yet?) The CS rep I get tries to "re-bind" the cards...but is unsuccessful. She asks to call me back while she gets her tech department to try...also, unsuccessful. It is now 9:15PM and she says she will need to schedule an appointment for a supervisor technician to come to our house and "bind" the cards. So, the appointment is set for tonight between 5-8PM...wish me luck (I think I'm going to need it!)!!!

Posted by: IvoryCassiopeia at Feb 5, 2007 7:53:24 AM

Comcast of Alexandria VA has stood me up twice. The first service visit was only partly successful. One of the cable cards would not decode the pay channels (HBO, SHOWTIME etc.). The second appointment I was stood up. They claim that no record of the appointment. Another appointment was scheduled whereby I was stood up again. Finally, a very nice customer service representative, Fiorella, took pity on me. Another appointment is pending. The saga continues. I am contemplating returning the new TiVo box and switching to a Satellite subscription.

Posted by: D Munoz at Jun 21, 2007 8:17:03 AM

I got the two cablecards installed by someone Charter sent out (not one of their regular people) and it appeared everything was working when he left about 90 minutes later. That evening I started noticing some of the premium channels were just coming in as a gray screen and a couple of things I had scheduled to record were in the gray screen mode and did not get recorded. It turns out one of the cablecards wasn't working. Another Charter technician came out the next day and spent another 90 minutes trying to get it working (while getting help from someone on the phone) but it still is not working. We think the card may just be a bad card. He was supposed to come out today with another card but called and said there are no cablecards available right now so he scheduled a visit between 1-5 tomorrow (and hope they have some cablecards by then).

BTW, it is $1.50 a month rental for each CC from Charter. I am envious of the people getting them for free with free installation. My installation is $23 but it is turning into a loss for the cable company.

At least, I found out that having one cablecard does let me access the premium channels, but I cannot watch one and record another having just one card. I think I probably can watch an analog channel and record a premium or vice versa, but have not tried that yet.

Anyway, TiVo gave me a case number and hotline number so when the next cable guy comes out we can call them for more tech help if we need to.

Posted by: Linda Cameron at Sep 13, 2007 1:27:01 PM

Leonartown, MD METROCAST
I just called and was told I HAD to use theirs..NO rent OPTION.. buy cards for $150..I have a manger caliing me so I'll keep ya posted

Posted by: Bob at Mar 4, 2008 9:36:58 AM

WOW! My cable provider is Cox in Santa Barbara, CA. I've had Tivos for 7 years now with minor, usually easy to reolve issues. Then, against my son's better judgment (he's software engineer @ Palm), I got the HD Tivo so I could enjoy sports in HD. He got his HD Tivo (high end model) when offered to original Tivo customers with free transfer of "life time service". That was 1-1/2 yrs ago and he still has a malfunctioning cable card. He warned me the cable card bugs have not been resolved yet. I have spent countless hours with various Tivo cable card techs getting varying answers, including laying blame on cable providers not wanting to cooperate. I have likewise spent countless hours just trying to actually get a "live" person, let alone technical one, at Cox Cable, who has all Santa Barbara area calls passing through personnel located in San Diego (5 hours south!) UNBELIEVABLE!!! The only way I could talk with an actual person was to insist on a tech service call! Cox also insists their cable techs have to install these cable cards @ a service fee of $60 and $6/mo. on cable statement for 1 M-card. I lost signal on both tuners leaving only gray screen with Tivo info--no audio/picture in less than 24 hours. Took 2 days to get a tech back (at Cox's expense) to install another card (requested they bring a few extra as back up). This one lasted 5 days, then same scenario. Both Tivo Tech and Cox now admit this is/has been a recurring problem now reaching epidemic proportions across the US with all cable provider companies plus both Motorola and Scientific Atlantic Cable Cards. I am an admitted Tivo-dependent , Tivo-hollic. I will continue to be the squeeky wheel until all 3 companies assign their best software engineers to work together to resolve this significant problem to the customer's satisfaction!!! I/we paid for the Tivo, continue to pay for cable service, and most of us paid for cable card/s. It's in all their best interest to fix this sooner than later! It's a $ losing proposition to Tivo's reputation, $ loss to cable providers service department.

Today (3/11/08) I was informed by a Tivo tech that they think they will be offering a fix via a USB device on the back of the Tivo. They hope to have it ready by the end of this April, 08. I asked how HD Tivo customers will be informed when this fix is ready/available, he didn't know - perhaps check @ Tivo.com. I said Tivo should notify customers (they have all our information anyway) by US mail and/or email! I'm wondering if any one reading this has heard about this either from Tivo and/or cable provider. I intend to be absolutely annoying to both of them until they resolve it to my satisfaction. I'm tired of losing signal right in the middle of recording a program and having to anxiously hope/pray the picture/programming will return after unplugging and rebooting -- not to mention the 6 min. programming loss for rebooting time. I love Tivo, but I think they released this HD technology prematurely. Not enough advance product testing and definitely since they knew they would be dependent on cable for signal service, they should have ensured compatibility before selling this product. Any one else in the same boat? Let's make our voices heard to both Tivo and cable providers to fix it or have to deal with us!
(Believe me, I spared you the lengthy details of my 5 week (and counting) yet to be resolved issues. My initial HD Tivo was seriously defective within 2 days after connecting (thankfully w/o cable cards). Had to ship back; misinformation and incorrect technical support info from Tivo resulting in 2 more HD Tivo's, still waiting for credit on one, etc., . . .)

Posted by: Karen at Mar 11, 2008 5:44:53 PM

Post a Comment

Name:

Email Address: (required, not shown)

Remember personal info?

Comments:

(html not allowed)