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CableCard Activation issues
I have been trying to get two Cox CableCards activated with Cox for over three weeks we no success. I must have call in to the help line at least 10 times and I even had a tech come to my house once, with no success. The issue is that the cards get activated and all the data seems to be correct, but I cannot get any channels above 1051 and almost none of the channels 3 and up. I only seems to get channels 1003 through 1051. We tried repairing the cards many time and each time we get the same results. I am guessing that there is some sort of data on Cox ends that was not entered correctly so every time they repair the cards the same junk data is being sent to the CableCards. When we go into the diagnostic screen on the box we can see that the CableCards are valid and the EMM data appears to be correct, ( it is the same as a working cable box). The only difference I can find is that the VCT ID, which is the Virtual Channel Table, is different than on a working cable box. On a working cable box the VCT ID is 4 on the CableCards boxes that VCT ID is 14. So I am suspecting that the VCT is providing the turner with the wrong frequency for the non working channel. I am just don't understand why Cox Cable cannot solve this issue for me. Is there anyone at Cox that knows how to resolve this issue?
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ColleenD
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1.7K Messages
I've located your account and sent some info to the cableCards and tuning adapters to update the subscriptions. The equipment may have reset. Let me know if it helps.
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c1sandy
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Thank you for trying, but the results are exactly the same. Still not getting most of my channels.
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bryaninphx
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914 Messages
c1sandy
You did not mention if you also had a Tuning Adapter, installed
If you do not have a Tuning Adapter, that is the issue.
http://www.cox.com/residential/support/tv/article.cox?articleId=a6842300-fad1-11de-f523-000000000000
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c1sandy
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I do have tuning adapter installed on these boxes. However, the tuning adapters are only for the higher channels that are Switch Digital channels, it should not affect the channels 3-100, which I don't receive. All I get on those channels is that the channel is temporarily off the air.
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bryaninphx
Valued Contributor
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914 Messages
What City are located in?
There are about 12-15 SD channels that use SDV between 1-100
There are about 25 HD channels that use SDV between 1000-1100
When a Tuning Adapter is connected, the TA channel mapping overrides the CableCARD channel mapping.
The following channels are most likely SDV, requiring a Tuning Adapter that is properly activated and paired.
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c1sandy
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Thanks for the reply. I was not aware of the SD channels that were using Switched Digital. Anyway, I live in East Windsor, CT and I do have the tuning adapters installed. I had Cox activate and par them, but I have no way of knowing if it was done correctly or not. In addition, I don't get SD channels such as CBS, ABC, FOX etc.... I can live without the SD channels, but I am not getting channels like the NFL channel, which I do pay for. I am really at a lost here. What concerns me is that Cox Cable does not move this issue up the channels to try to get it resolved. Don't get me wrong everyone I have spoken to at Cox has tried, but they just keep doing the same thing over and over, which does not work. I am almost ready to give up and switched to Over The Air and drop cable all together, but I want to give Cox Cable every chance I can to get this right. I really do appreciate everyone that is responding. Thanks for taking the time to try to help.
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c1sandy
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One more thing I noticed. When I am on channel 1003, which works great, and I go to the diagnostic screen, I can see that the tuner changed frequency to I believe 525.000 mhz, but if I change to a channel that I don't get, like 05, and I go to the diagnostic screen, I can see the frequency does not change and I can still hear the audio from channel 1003. I am not sure exactly what that means. I am guessing the tuner does not know what the frequency of channel 05 is, but that is just a guess. If that is the case are we going back to the Virtual Channel Table?
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StephanieA
Former Moderator
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1.9K Messages
What device are you using? Is the light on the tuning adapter solid? Please confirm how the equipment is connected. I'm not concerned with the outside cable, just from the wall to the equipment. Is there a splitter? Do you have the USB cable connected?
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c1sandy
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9 Messages
Stephanie,
Thank you for your response in advance, but to answer your questions:
What device are you using? Motorola DCH3416
Is the light on the tuning adapter solid? Yes, it is a sold amber color.
Please confirm how the equipment is connected. I'm not concerned with the outside cable, just from the wall to the equipment. Is there a splitter? The cable from the wall is going to the input of the splitter, one of the output of the splitter is going to the cable input to the cablebox, the second output from the splitter is going to the RF input on the tuning adapter. If it helps, the technican that came out to try to get my setup working checked the wiring and he was satisfied.
Do you have the USB cable connected? The USB cable from the tuning adapter is going to the USB port on the cablebox.
I am not sure if the setting from your ends changes if the cablebox is not a tivo, but this whole time everyone keeps saying the device is a tivo and it is not. I would thinkg the setting should be almost the same setting as you would have on one of your Cox owned cablebox with a cablecard installed.
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StephanieA
Former Moderator
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1.9K Messages
The retail market Motorola DVRs are not supported by our cable cards and tuning adapters at this time. I'm glad I was able to reach you about the situation. Please email me at cox.help@cox.com once the equipment is returned and I will take care of the account for you. If you have any other questions or concerns, please let me know.
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