>If all of you equipment is fine, then that means 616 is not in the video feed.
Or the actual video may be on the feed but the CableCARD does not have me subscribed to that channel, one reason being that it has not received the required activation signal from the FiOS video office. This was my first inclination. Of course there could be other underlying causes. More on this at the end of the message.
>This would be the same video feed your neighbors get. Can you check with a neighbor with verizon video and see if it works for them. If it works for a neighbor then there is something wrong with your equiptment.
That’s a good idea, but at this time it’s not convenient to do so. If I can get to doing this I will.
>How did they verify the signal for 616 is actually getting to your device?
That’s the problem, I don’t think they have. They verified somewhere at the video office side (not sure exactly where) that the video is on the feed.
>Without a Verizon cable box, they get no results on signal stregnth at your equiptment.
Troubleshooting on a cablecard really will not happen because it is not Verizon equiptment.
The Motorola CableCARDs are just as much Verizon equipment as the Motorola Set-Top-Boxes that Verizon provides, but yes, I understand that the tuners using the CableCARD for access are outside of the Verizon purview and, as far as I know, there is no way for the CableCARD to query the tuners for signal strength, SNR, etc. and report it back to Verizon.
>I know my cablecard device (Ceton InfiniTV4) has a diagnostic section where I can enter the channel number and the signal and authoroization for my card can be checked.
Yes. And on my devices I checked and it appears that when tuned to channel 616 the tuners are receiving a solid signal at the assigned frequency. The error message being displayed when trying to view channel 616 is one indicating that you have not been granted access to the channel, as if said channel was outside of your subscription package. As best I can tell right now this is the only channel I should have access to that I don’t and the issue is seen on two separate CableCARDs.
Among other things, Verizon has already re-initialized both CableCARDs and even fully deactivated and reactivated one of them during an extended troubleshooting session. So far the CableCARDs have all responded just as Verizon would expect, sans channel 616 being authorized/subscribed. They also remotely rebooted the ONT and said that all values reported from the ONT are normal. They suspect that something is not right with the channel package file that the video office is sending down and are looking into this. Other than that, they suspect something may be wrong with the CableCARDs and may have me swap them out, although they agree that it would be unlikely to have both CableCARDs go bad at the same time and fail in this manner where only a single channel can’t be granted access.
