New Contributor II
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10 Messages
Need help With HDHomerun Prime, Arris Cable Card, Moto TR
I've had a HDHR Prime working for over a year and a half without a hiccup. With the recent change over to all digital I've decide to add an additional HDHR Prime to the mix.
I picked up a new cable card and Arris tuning adapter yesterday and installed everything. I then called customer service and spoke to a very nice young lady. I explained that I had an EXISTING HDHR Prime & cable card and needed the SECOND one paired. I relayed my fear that they might mess up the existing setup but she assured me it would not effect it.
Long story short, I give her all the pertinent information for the new card and tuning adapter so she could pair them. Much to my horror as soon as she sent the pair command BOTH cards started the validation process. After about a hour on the phone and her adamant that she could see both cards paired I give up...
Both cards show the same status - Card Validation none
| Card Authentication | success |
| Card OOB Lock | success |
| Card Validation | none |
| Tuning Resolver | ready |
In short, this is really aggravating as I had a perfectly working system before COX tried to pair the second card and hosed both up.
Can anyone help get this resolved before I have to spend another night sleeping on the couch?
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Hopefully then didn't remove any info from the system. My guess is the data code needs to be re-entered and then the cards re-paired. Also, to avoid confusion when talking to a agent, refer to the cards by serial numbers, not first and second, since it may be opposite in their database. Good luck. Cable card pairing issues are always such a pain. Too many things to get messed up by human error IMO.
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ColleenD
Moderator
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1.7K Messages
MT671,
I see the problem with the new cableCard and tuning adapter, but see no reason your original devices aren't working. The new cableCard is missing the Host Data ID. If you have a moment to email your account information (full name and complete street address with city and state) as well as a link to this thread and the Host Data ID from the cableCard screen of the new HDHR Prime, we should be able to get this fixed for you. Please send your email to cox.help@cox.com
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MT671
New Contributor II
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10 Messages
Thank you Colleen. I called back in and talked to a very knowledgeable guy named Brian. He got both cards re-paired and the 1st one (original) started working again. I did a scan on the 2nd one (new one) and only found about 10-15 channels and all where DRM status and in the 1900 range IIRC. Im guessing that means the TA isn't offering up a channel line up so I powered down the HDHR Prime and TA, pulled the USB cable and it's now doing another scan. It takes a good 45-60 min to scan so I'll see what I have at that point. If I still don't get channels I'll check back in.
Thank you for the quick response.
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ColleenD
Moderator
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1.7K Messages
I received your email. Let me know if you'd prefer to communicate here or via email.
I'm curious to know if the HD HomeRun Prime recognized when you unplugged the USB cable from the TA. I went back through your account and everything with the current pairing on the new devices looks good. I reset the TA so let me know what you find when you get home.
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