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Cable Card Issues/Nightmare

Good Evening,

I'm running out of options at this point (and time). In a nutshell, I have yet to have my cable card "activated".

Issue History:

I have had issues since I started my subscription to FiOS, sadly.

1.) I originally placed an order for my FiOS triple play bundle two or three days before moving into my new place. Shortly afterwards, I found the option for a cable card and called the verizon employee I spoke with was happy to change my order to only include a cable card and SD set top box, as opposed to the HD DVR I had originally ordered. I received my order confirmation number and UPS shipping information, and it was due to arrive March 15th (Friday). When March 16th rolled around, I called Verizon to enquire as to why my shipping information still said something along the lines of "A UPS label has been created, but the facility has not yet received your order".

2.) The verizon employee I talked to agreed to have a tech come out the next day (Sunday). The tech was going to install my wireless router and my CableCard for me. I had a whopping time frame of 8am to 9pm that the tech may show, which is inconvienient when you are moving into a new house. Regardless, the tech came and was very friendly. He installed a splitter on to one o my coax connections and added a the Verizon router and we plugged the CableCard into my HDHomeRun TV Prime tuner.

3.) Assuming all was well and that I could call in to activate the CableCard, I told the tech all was well. I had to get windows media center running and a few things on my end. After getting to the CableCard activation screen, I called to get my CableCard activated. I had to wait on the tech support line for about an hour due to the fact I had no activation code.

4.) After talking to about five different technical support representatives, I still can not get my CableCard activated. All of the technical support reps have stated that they will activate the card and that it may take 30 minutes to activate. Otherwise, they state that the card is already "activated". Regardless of what their system says, my CableCard is still coming up as not activated.

In summary:

Currently, when I few my cable card status, I see this:

Card Authentication	success
Card OOB Lock	success
Card Activation	none

I also have access to my CableCard ID, Host ID, and data ID. I have my card's UnitAddress and Card serial number handy as well. My Verizon FiOS internet works fine. I've read on the internet that others have had similar issues getting their cable card connected. If anybody has any suggesitons or is willing to look into this in a little more depth, I would appreciate it. At this point, I am out of options and I can't spend another two nights talking to technical support =(.

Comments

AnnieS1

Hi Heide264,

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".

There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Regards,

AnnieS

Heide264

Thanks for the reply. I will make sure to keep an eye on that.

In the mean time, I managed to get through to a representative using the Verizon chat system. The representative was resourceful and patient. In the end after going through a few hurdles for me, he ordered a replacement CableCard that should be delivered shortly. I will make sure to post up my results after getting the cable card for future reference.

Hubrisnxs

When you get the new card, you will have new pairing info.

So make sure to put your tv on channel 131

get the new pairing info

stay on 131, then follow the installation instructions that came with your equipment. If you've misplaced your instructions, download a pdf version below:

CableCARD Installation Instructions (832k) PDF icon

Have you completed all the preliminary steps and just need to activate your equipment?

Follow the online activation steps. Activation takes approximately 30 minutes.

It definetely needs the new Pairing info though.

GL and let us know.

Heide264

Got my new card. Paired it with the new information. Still no go. The online activation system said that they activated it. My cable card thinks elsewise. Still "authenticated" and has an "OOB Lock"... but still not "activated".

Another night on tech support =(.

mhoued

You should have let the tech activate the cable card. Whoever activated your card for you most likely did not enter pod or host id info and that is why you are having problems. Your best bet know is to hopefully get someone competent over the phone that can delete your cable card and reactivate it by entering the correct info. If not a technician can do that from thier blackberry or tablet on a repair ticket.

prisaz

@mhoued wrote:
You should have let the tech activate the cable card. Whoever activated your card for you most likely did not enter pod or host id info and that is why you are having problems. Your best bet know is to hopefully get someone competent over the phone that can delete your cable card and reactivate it by entering the correct info. If not a technician can do that from their blackberry or tablet on a repair ticket.

They have the self install, a tech install request will cost money, unless you go the phone route over and over, and the demand a tech come back out, or come out.

Yep. I gave them the numbers over and over on the phone. The tech and I had the hardware up in minutes. He was impressed when I maxed out the 8 tuners. Recording 8 programs at once. I am not happy with my first Echo extender when the CHEAP mini usb power socket broke off of the board, and they said it was misuse, or mishandled. And no warranty. Physical damage is not covered! Smiley Mad $99 for a refurbished one.

I am waiting for the Verizon Media Server. They looked very nice, and sturdy at the show. Motorola did a good job. I hope they come out soon!

Also if you do something like you own setup, get the WD drives that are rated for video. My other one was VERY noisy, and did not work well. The new one is SATA-6, and they say it can handle 12 HD streams at one time. It is very quiet.

Anthony_VZ

Heide264

Since we haven't heard back from you as requested in your private support case, it appears assistance is no longer required. Please make a new post anytime you need assistance.

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