Strange missing channel prob with FIOS + Cablecard + Tivo HD
dmunsil
Newbie
I have a Tivo HD, and just had FIOS TV (and internet and phone) installed. Everything seems to work fine, except that some of the Extreme HD channels don't work. If you tune to them, you get a black screen and no audio, but no message saying "Channel not available; contact your cable provider" or whatever.

Tivo tech support went through the Cablecard diagnostics and found that on the channels that are black, the cards are reporting "NOT_SUBSCRIBED" under the Conditional Access section. If I tune to a channel I get, the status changes to "SUBSCRIBED."

The odd thing is, it's a subset of the Extreme HD tier that is missing. For example, I get Disney HD, but not Bravo HD. All of the premium channels (HBO, Starz, Showtime) are working fine. I am subscribed to Extreme HD, and tech support has verified that it's showing as subscribed in their system.

Both cards have exactly the same set of channels working and non-working. Tech support has re-hit the cards multiple times, and reloaded them, and deactivated and reactivated them. I've removed and replaced the cards several times, and rebooted the Tivo several times. I've tried running the Tivo with just one card, and checked the tuning separately on each card. Both cards have exactly the same issue: some channels that I supposedly am subscribed to are showing as "NOT_SUBSCRIBED" when I check the cablecard diagnostic output. And those channels show a black screen and no audio when I tune to them.

I don't have (as far as I can tell) the pixelization problems that others have reported on Tivos - on the channels I get, the picture is stellar. I don't have any uncorrected errors on the channels I'm not getting (or the ones I'm getting). For the heck of it, I put a 10db attentuator inline on the cable, but it didn't appear to affect anything.

Any thoughts?

Don
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Re: Strange missing channel prob with FIOS + Cablecard + Tivo HD
mdl
Newbie

Hi Don,

This sounds a little like my problem - did you ever get yours resolved? If so, how did yo resolve it?

Michael

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Re: Strange missing channel prob with FIOS + Cablecard + Tivo HD
KenAF
Specialist - Level 2
md

@mdl wrote:

Hi Don,

This sounds a little like my problem - did you ever get yours resolved? If so, how did yo resolve it?



On another forum, he indicated that his problem was resolved.

As he found, FiOS HD Extreme actually consists of several packages that the customer service rep must enable on your account.  I don't recall exactly what they are, but it is something like HD locals, Premiere, Sports, and/or Extreme.  All must be enabled on your account to get all channels in the Extreme package.  In his case, the representative forgot to enable Premiere so he did not get a large block of HD channels on any box.

He scheduled a service call and luckily for him, he got a competant individual that understood the problem -- and how to communicate it to a rep over the phone -- without having to swap out any equipment.

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