07-20-2012 03:45 PM - edited 07-20-2012 03:46 PM
So I have gone through no end of difficulties, 15-20 hours on the phone, 4 cable cards, and still can't find anyone to fix the problem, own the problem, or even transfer me to the right department.
Apparently, Comcast is a company without any managers, engineers, or people who actually care.
I have entered the realm of it's not in my script, I can do nothing with this one.
Numerous Comcast folks know what the problem is, but can't fix it.
The problem is this the cards are set up with the CableCard ID in the serial number field in one of their systems and not the actual serial number of the card.
This apparently is happening when they receive the cards from Cisco at the Comcast warehouse.
The serial number is correct in the activation system, but not in the inventory system(?) correctly.
Because of the mismatch, nothing the CableCard activation folks can do will activate it.
Since it shows up as not being one of their cards.
Anyone out there have a clue as to who I can contact at Comcast who will own this issue to resolution?
07-20-2012 04:18 PM
rog286713 indeed I have. They are great until the script fails, and they "Oh it's... I see the issue." They don't have anyone in their script to call for this kind of issue, so they are helpless to help me. So they transfer me to customer care. Customer care transfers me to tech support. Tech support transfers me back to cable card activation, and I start all over. I have so many friends now in the CableCard call center in Mumbai. Sadly none can fix the real issue.
07-20-2012 04:36 PM
send an email here
To get help, you can drop a note to Comcast corporate customer service (email@example.com).
For the quickest response, please include:
Your full name;
Phone number & an alternate number if possible;
A link to your post
07-21-2012 02:51 PM - edited 07-21-2012 02:53 PM
Thank you for contacting Comcast, home of the Triple Play. You have reached Xfinity TV email support. My name is Selina and I will do my best to assist you with your concern.
I understand that you are having a trouble with the activation of your Cable Card. I know how important it is for your Cable Card to be activated for you to be able to use it. It will be my pleasure to guide you on how you can purchase a Cable Card and how you can activate it.
XXXX, I apologize for the inconvenience this has caused you. Comcast supports CableCARD devices, such as TiVo equipment and CableCARD-ready televisions.
If you use a CableCARD device instead of a Comcast cable box, you will receive one-way digital cable channels but not our interactive guide, pay-per-view events or On Demand programming.
Here is how to purchase and install a CableCARD:
- CableCARD-ready devices can be purchased at many retail stores.
- You will need a CableCARD to activate your service. Comcast provides CableCARDs for both professional and do-it-yourself installations.
- Your first CableCARD is provided at no charge; if you need a second one for the same device, you will be charged $1.50/month.
- A technician is required to install and activate the CableCARD in a TiVo Series 3HD. Chat with us to schedule an appointment at:
If you own a CableCARD device with an activated card (and subscribe to a Comcast video service that includes equipment), you will receive a monthly equipment credit.
As part of our Comcast Customer Guarantee, you can always contact us at your convenience 24 hours a day, 7 days a week by calling 1-800-COMCAST
(1-800-2662278) or going online by clicking the link I have provided above.
To ensure that the time you will spend online is as short as possible, I suggest that you have the following information available when
1. Name on the account
2. Address where service is provided
3. Telephone number associated with the account 4. One of the following:
4.1 Last four digits of the account holder's Social Security Number
4.2 Account Number
4.3 Last payment date and amount
4.4 Services listed on the account
Please take note of the following reference number should you contact us again regarding the same issue: XXXXXXX.
Thank you for choosing Comcast, XXX. We appreciate you sharing your concerns as we continue to strive for total customer satisfaction. We value your business and have a great day.
Comcast Customer Care Specialist
Original Message Follows:
The following information was submitted from the Comcast Web site:
Re: Web Form Submission: Troubleshooting/Cable Card
Home Phone: XXXXX
Problem: Troubleshooting/Cable Card
My name is XXXXX.
My account number is XXXXX.
Pull up my account and look at the call history.
The staff in Houston is sometimes putting the Cable Card ID in the serial number field of your inventory management systems.
This prevents the card from being activated.
In the following screenshot ( I can email the image if need be) both devices are CableCards.
The first device shows the actual device serial number and was able to be activated by your staff on the first call.
The second device, shows the CableCard ID in the serial number field.
Your staff was not able to active this card and has replaced it with 3 additional cards additional cards, all with the same problem.
Surely this has got to cost Comcast something not insignificant in time and materials?
Can you please help me contact someone in the Houston office, who can get me a cable card that has been properly entered into your systems so you can activate it?
I have tried my best and failed to find someone at Comcast who is empowered and cares.
The following card is the one no one can activate.
Serial Number: PKXXXX
If you could get someone to fix it in your system and activate it I
would be grateful.
Thank you in advance.
07-22-2012 09:45 PM
Im having the same problem(s).... This is maddening... There is a specific law pertaining to CCs that says they HAVE to work... I'm getting in touch with my congressperson as the Comcast tech support only seems to be able to re-read stuff I have already read/tried back to me. Do they then blame your equipment? That seems to be the last step of troubleshooting (though I cant find that part on the website). Where do you live? Im wondering if its regional...
07-23-2012 05:40 AM
Cablecards can and do work. If the card is properly scanned on to your account and paired to your equipment it will work. If it does not, you may have a signal issue, bad card, faulty equipment. Call back the cablecard number,877-405-2298 during regular business hours and try again
07-23-2012 09:24 AM - edited 07-23-2012 09:24 AM
Hi Barbie 123. Thanks for your reply.
I am well aware that cable cards can work, but only if Comcast puts them into their system correctly.
For security reasons, the Cable Card activation folks, can't change the serial number of the card in the inventory system. The Houston warehouse is scanning the wrong bar code when the cards are received into inventory. The folks at the local Comcast store see the problem, the folks at the cable card activation line see the problem. They are powerless to fix it.
As for signal quality - hardware on my end. It does not get much better.
Card Manufacturer Cisco Card
Card Activation none
3DES encryption supported
OOB Frequency 72.500 MHz OOB Lock 1.544 Mbps
Signal Strength 100% (2.5 dBmV)
Signal Quality 100% (35.2 d Channel List cablecard-oob
07-23-2012 09:41 AM
I guess I don't understand changing the serial number of the card.That will never happen. Get rid of the problem card, go to your local comcast office and have them hand you a new card in a self install kit, scan onto your account right there, take card home and pair it.
07-23-2012 09:06 PM
There are two barcodes on the back of the cable card. If they scan the wrong barcode into the Houston inventory system then it could explain the issue.
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