XfinityTV and Equipment

[zinacef]

Hello,

I have a Cisco RNG200 cable box and for the past couple of hours I have been receiving the following message below:  

In order to start cable service for this device, please contact your cable provider

CableCARD ID: ###-###-###-###-#

Host ID: ###-###-###-###-#

Data: ###-###-###-##

UnitAddress: ###-#####-#####-###

Card SN: MA####FT####

eCM Mac: Unknown

Host MAC: 00:00:00:00:00:00

For reference, this only affects my premium cable channels, e.g. HBO, Starz, Showtime however there is one HBO channel that is still showing.  All other channles are showing fine.  

I have placed two calls to customer service who've told me to try various things like unplug the box and they've sent numerous signals to it but still no solution.  There last suggestion was to exchange the box at a local Comast store.  Does anyone else have any tips on this issue or advice?

[JayInAlg]

That is a provisioning issue with the cable card inside the DVR.  Only a Comcast support agent can send the signal to the box to re-authenticate the box.

Try calling again, or you might want to wait until Monday and then call and get someone that knows what they are doing.

[zinacef]

Update:

After several annoying and aggravating calls to Comcast, and many signals later, I am still having the problem.  I even had a representative had the impertinence to tell me that she's not going to send any signals to the box because, "We don't want to fry the box!"  I've called and called in hopes of getting a representative who knows what they're doing but unfortunately this hasn't been the case.  Any more suggestions?

[BruceW]

I don't know if the CableCARD group can help with this or not, but you could ask: 1-877-405-2298

[zinacef]

Update:

I called 'CableCARD' @ 1.877.405.2298 as BruceW suggested and still no luck.  She said she sent yet another signal to the box.  She was able to successfully send it and on her side, she was able to see that it was sent.  However she stated that my box is not responding to the signal.  Outcome - still getting the error code and still no premium channels.  

[BruceW]

Hmmm, bad sign. If you feel pretty sure that the signals at the box are good, you could swap out the box and its remote at a service center. If not sure, it might be better to arrange a tech visit. Good luck, and keep us posted.

[zinacef]

Bruce,

There is a tech visit scheduled for Wednesday though I have to say that the wait is unbearable being without any of my premium channels.  Tomorrow I plan on visiting a service center and switching the box out to see if that might help.  Fingers crossed!

[zinacef]

Update:

I swapped the box and it seems that the channels are working including the premium channels however I've got a new problem!  The Comcast store said that I didn't need a new remote so I'm trying my old remote with the new box and it isn't working!  I've already been through two representatives this evening who tried some codes and said that I have to return to the store tomorrow to get a new remote.

Dealing with Comcast on all these issues is like pulling teeth!  

[JayInAlg]

RNG and DCX boxes need a platnium remote

The older Scientific Atlanta boxes like the 4250 and 8300's and Motorola DCT and DCH boxes need the older silver remote.

The remotes are not interchangeable. 

[zinacef]

So my remote that controlled the Cisco RNG 200 will not work with this new Scientific Atlantic Explorer 8300?

[JayInAlg]

No the RNG200 uses the platnium remote, the 8300 needs the older silver remote.  Sorry to tell you, the remote needs to be swapped no matter what the counter people said.

There is no code to change it to work, as the RNG's use the newer XMP protocol which the silver remotes don't know what XMP is.

[zinacef]

So with the new 8300, how come am I getting the following error:

DVR Manager is available in your area. However, we are 
unable to detect a compatible DVR in your household.

[JayInAlg]

Only Cisco RNG200 DVR's with AnyRoom DVR service are compatable at this time in certain area's.  The 8300's are not compatible at this time, as they are older model boxes. 

[zinacef]

Should I then return to the store tomorrow and ask for one of the newer boxes or just keep this new one that they replaced?

[JayInAlg]

That would be your decision, on the forums the RNG's seen to have odd issues the older boxes don't have.  You might end up back where you started on the cable card issue.

Myself, I'm sucker enough to try the newest boxes and ride out any issues they have which eventually get fixed.

[ComcastJoe]

---

zinacef wrote:

So with the new 8300, how come am I getting the following error:

DVR Manager is available in your area. However, we are 
unable to detect a compatible DVR in your household.

---

Go here to see a list of compatible boxes:

http://customer.comcast.com/help-and-support/cable-tv/requirements-for-dvr-manager/

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[zinacef]

So with the information you provided, it looks like I might have a dilema.  My current Scientific Atlantic 8300 box is not on the list.  My dilema is should I switch back to the Cisco box where I can potentially run into problems but be optimistic that it's on the list, or should I just stay with the trusted and reliable 8300 box and hope that some day it'll end up on the list?

[ComcastJoe]

---

zinacef wrote:

So with the information you provided, it looks like I might have a dilema.  My current Scientific Atlantic 8300 box is not on the list.  My dilema is should I switch back to the Cisco box where I can potentially run into problems but be optimistic that it's on the list, or should I just stay with the trusted and reliable 8300 box and hope that some day it'll end up on the list?

---

We are working on making more boxes compatible but as of right now, we have no timetable for the Scientific Atlantic 8300 box.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[zinacef]

---

ComcastJoe wrote:

---

zinacef wrote:

So with the information you provided, it looks like I might have a dilemma.  My current Scientific Atlantic 8300 box is not on the list.  My dilemma is should I switch back to the Cisco box where I can potentially run into problems but be optimistic that it's on the list, or should I just stay with the trusted and reliable 8300 box and hope that  someday it'll end up on the list?

---

We are working on making more boxes compatible but as of right now, we have no timetable for the Scientific Atlantic 8300 box.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

Out of curiosity, what box do you prefer or use yourself?

[ComcastJoe]

---

zinacef wrote:

---

ComcastJoe wrote:

---

zinacef wrote:

So with the information you provided, it looks like I might have a dilemma.  My current Scientific Atlantic 8300 box is not on the list.  My dilemma is should I switch back to the Cisco box where I can potentially run into problems but be optimistic that it's on the list, or should I just stay with the trusted and reliable 8300 box and hope that  someday it'll end up on the list?

---

We are working on making more boxes compatible but as of right now, we have no timetable for the Scientific Atlantic 8300 box.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

Out of curiosity, what box do you prefer or use yourself?

---

Which all the issues you just had with the older boxes, I would stick with the 8300.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[zinacef]

---

ComcastJoe wrote:

---

zinacef wrote:

---

ComcastJoe wrote:

---

zinacef wrote:

So with the information you provided, it looks like I might have a dilemma.  My current Scientific Atlantic 8300 box is not on the list.  My dilemma is should I switch back to the Cisco box where I can potentially run into problems but be optimistic that it's on the list, or should I just stay with the trusted and reliable 8300 box and hope that  someday it'll end up on the list?

---

We are working on making more boxes compatible but as of right now, we have no timetable for the Scientific Atlantic 8300 box.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

Out of curiosity, what box do you prefer or use yourself?

---

Which all the issues you just had with the older boxes, I would stick with the 8300.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

I thought my previous box wasn't an "older" box?!  I was lead to believe that my previous Cisco box was the latest and greatest cable box since sliced bread!

[ComcastJoe]

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zinacef wrote:

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ComcastJoe wrote:

---

zinacef wrote:

---

ComcastJoe wrote:

---

zinacef wrote:

So with the information you provided, it looks like I might have a dilemma.  My current Scientific Atlantic 8300 box is not on the list.  My dilemma is should I switch back to the Cisco box where I can potentially run into problems but be optimistic that it's on the list, or should I just stay with the trusted and reliable 8300 box and hope that  someday it'll end up on the list?

---

We are working on making more boxes compatible but as of right now, we have no timetable for the Scientific Atlantic 8300 box.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

Out of curiosity, what box do you prefer or use yourself?

---

Which all the issues you just had with the older boxes, I would stick with the 8300.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

I thought my previous box wasn't an "older" box?!  I was lead to believe that my previous Cisco box was the latest and greatest cable box since sliced bread!

---

Haha sorry but that was actually a typo. It is suppose to say "other boxes".

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe