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KevinL's avatar
KevinL
New Contributor

CableCARD installation

I became a new customer and scheduled an installation appointment this past Thursday.  The technician spent over 6 hours at my residence trying to activate a CableCARD and Tuning Adapter.  However, none of their attempts were successful.  The technician thought it was due to faulty equipment.  However, I overheard their phone conversation with the back office, and the person at the other end was saying statements like "I don't even know what a CableCARD or Tuning Adapter is."  As a customer, this does not instill confidence that the job is being performed correctly.

After 6 hours, the technician left, saying that I would receive a call the next day on Friday to reschedule a second appointment.  However on Friday, no one ever called.  Instead, I called myself, and the phone representative scheduled another appointment for Saturday.  He absolutely assured me that the technician would be fully informed of the situation and have the proper equipment available, and that this was a special "escalated work order."  However, when the new technician arrived on Saturday, he had no CableCARDs or Tuning Adapters with him.  He said that the phone representative scheduled a "Trouble Call" and not a "TV Install" and therefore the equipment requirement was not communicated.  Before this second technician left, I witnessed him requesting with dispatch for a new third appointment to be scheduled for Sunday for a TV Install.  However, I noticed in my online account that it was yet for another "Trouble Call."  In yet another call to customer support, I again explained the situation, and they had to reschedule this third appointment for Tuesday.

In summary, I have spent a combined 12 hours either with a technician in my home, waiting for a technician to arrive, or on the phone with customer service, all to perform a simple CableCARD installation, and no progress has been made in almost a week.  Instead, I have only received false promises from technicians to call me back and incorrect appointment scheduling from phone representatives.

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  • Hello KevinL,

    Please send us an email with your full address to cox.help@cox.com so we can help resolve this issue for you.

    Thanks,

    Allan - Cox Support Forums Moderator

  • Ditto's avatar
    Ditto
    New Contributor

    Kevin, has your issue been resolved?  I've got multiple cable cards and tuning adapters working with TiVo. The cable card needs to be paired with your device (is it TiVo?), then the tuning adapter added to the mix to allow access to those channels using Switched Digital Video (SDV). Many of the techs, unfortunately, have minimal or no knowledge/experience with cable cards.  Good luck.

  • KevinL's avatar
    KevinL
    New Contributor

    It is not resolved yet.  Not only do techs have minimal or no knowledge on CableCARDs, but neither do the back office activation staff.  I have had three appointments so far with techs trying to install the CableCARD.  With the first two appointments, the techs spent a combined 8 hours in my home trying to get it to work.  With the third appointment, the tech didn't even have a CableCARD with him.  The phone rep specified a CableCARD in the work order, but the tech said the phone rep never entered that info in the work order, so that is just simply terrible management and communication.  I now am waiting for my fourth appointment this week.

    I am strongly considering just cancelling my account completely under the 30 day money back guarantee.

  • Ditto's avatar
    Ditto
    New Contributor

    Unfortunately, the number of people using cable cards is relatively low, so the techs often don't have experience with them. Is the cable card for a TiVo?  Do you have the cable card and tuning adapter?   If yes, consider phoning TV tech support and asking to be connected to a cable card specialist - I have found them to generally be more knowledgeable in the past and if you're able to install the cable card in the TiVo, they may be able to walk you through the installation.  I had to swap out one of my tuning adapters last week as the existing one went bad.  Once they're working correctly, I'm very happy with my Tivo's.  If it's something other than a TiVo, that's not something I've had experience with.  Hopefully, the next tech can get it together for you, but I f not and he leaves you the hardware, consider my suggestion above.  Good luck.

  • KevinL's avatar
    KevinL
    New Contributor

    Yes, it is for a TiVo.  The previous techs insisted on taking the CableCARDs with them when they left.  I guess they cannot leave unactivated equipment behind.  I already spoke with the CableCARD specialists over the phone.  They are the ones that didn't submit the correct work order for the third tech to come out with correct equipment.  They also informed me that it is not uncommon to go through 5-6 CableCARDs until you find one that works.  They always use refurbished equipment and is rarely replaced, and broken ones are not taken out of service.  So it is not practical for me to go back and forth to a store 6 times myself, spending hours on the phone each time.

    I am very happy with my TiVos in the past too.  I have used them with both Comcast and Verizon, and the techs got it working on the first attempt.

  • Ditto's avatar
    Ditto
    New Contributor
    Kevin, I'm just another user like you and am sorry that you are having these difficulties. While I've had issues from time to time with cable cards going bad, I've not had any problems on initial installation. Is this a new TiVo box or one previously used with Comcast or Verizon? This is probably a silly question, but have you run the TiVo guided setup, inserting your local zip code and identifying Cox as your provider? I've had five Tivo boxes over the years and have always run the guided setup before the cable card was installed. I have no knowledge of whether that would make a difference. I can only say that with my last TiVo I picked up a cable card and tuning adapter at the Cox store and did a self install with no issues. There was a toll free number provided to call Cox cable card support to pair the Tivo and card and all worked perfectly. Don't give up. Again, good luck.
  • KevinL's avatar
    KevinL
    New Contributor

    I appreciate the comments and help.  This is a brand new TiVo, and I already ran the guided setup.  However, the guided setup is independent of getting the CableCARD paired and activated.  You should be able to see channel previews if it is activated correctly, even if you had not run Guided Setup.  This was confirmed by previous techs from Comcast and Verizon.

  • Ditto's avatar
    Ditto
    New Contributor

    Kevin, if you're still having issues, also call TiVo tech support. I did have a TiVo box that had some repeating issues and after fully detailing the issues, TiVo replaced the box.