Just to let you know I'm switching TiVo's (upgraded to a newer model.)
Anyway, here's our conversation.
A representative will be with you shortly...
Alme: Hi, my name is Jennifer J. How may I help you?
Alme: Hello Blake! Please scroll down when proceeding with our interaction. I just want to let you know there will be a brief survey on my performance when you end our chat. What can I assist you with today?
You: Hi Jennifer. I need to switch a cablecard between TiVo's (upgraded to a newer TiVo)
Alme: I can certainly assist you with your cable card.
Alme: Are you needing an additional one?
You: Cablecard serial number MA0xxxxxxxxxxxxx
You: Nope, but I have two on my account
You: The one I'm talking about is the one I just listed
Alme: We just have them activated in our system, if you remove it and put it into another Tivo, it will already be activated, we do not have to do anything on our end.
You: Well that's not exactly true... they have to be paired to the specific TiVo they are in, otherwise certain channels aren't authorized (such as hbo, showtime, cinemax and others)
Alme: Is it not working once you have moved it?
Alme: The TV will pair it, once inserted.
Alme: Tivo*
Alme: We do not store Tivo information in our system, just cable card and tuning adaptor information is kept and maintained.
You: Ok I've done this before... I know what I'm talking about. It has to be entered into the system, it doesn't just automatically pair
You: Exactly, which is why I have to give you information about my TiVo so you can pair it with the cablecard
Alme: Please insert the cable card into the new Tivo and let me know what happens on your screen.
Alme: I can not do anything with your Tivo information, Blake. I apologize. We do not store or have anywhere to input that information.
You: It tells me to give you the cablecard ID, Host ID, and Data ID
Alme: What does the tuning adaptor currently show?
You: You don't work with cablecards very often do you...
Alme: I do every day sir.
You: Then this should be incredibly easy
Alme: For many years, I'm sorry if you are not accepting my assistance, I am doing everything I can to help you.
Alme: Correct.
You: So I'm going to give you the information you need and then you can put it in and pair the devices
Alme: I can not input any Tivo information into our system, Blake.
Alme: Can you please tell me what the tuning adaptor currently shows?
You: The light is solid on the cablecard. I have two of these, I've had charter pair the other one and I've helped other people get their Tivo's installed on many cable systems
Alme: Has the message changed at all on your TV screen?
You: If you'd like I can type you out the entire "How to install your cablecard" sheet I received with the cablecard when I received it
Alme: I appreciate you being so helpful, but that isn't needed. Has the message on your TV screen changed at all, Blake?
You: I already told you, I get most channels that used to be clearQAM channels (IE locals) however the cablecard is not paired to the TiVo so it will not display such channels as HBO, Cinemax or Showtime because it is not paired and thus not authorized.
You: So here's what I"m going to give you
You: Cablecard serial number Mxxxxxxxxxxx
You: Cablecard ID ###-##-####-719-9 Host ID: ###-##-####-664-3 Data ID: ###-##-####-19
Alme: I'm sorry sir, that information did not previously come through to me. The information you provided earlier stated the message indicated for you to provide the information to us.
You: If you worked with cablecards every day you would have asked me for the host and data ID right away, not told me that the cablecard just works when you put it in a TiVo. So if you could please enter that information for that cablecard and send a hit to the cablecard so everything is in the system I'd really appreciate it.
You: I'm not trying to be rude, I'm just terribly offput by the misinformation that's been presented so far
Alme: Sir, since the information of the actual cable card has not changed, there is nothing for me to enter into the system. I show the cable card we are working with and I have sent a signal to reactive it several minutes ago.
Alme: reactivate*
You: So you don't understand the concept of pairing the cablecard to the device it's installed in? Obviously different TiVo's are going to have different information necessary to activate them
You: http://www.charter.net/support/tv/cablecard-installation/
Alme: I understand completly Blake, I also own 3 Tivo's.
You: So I switched TiVo's... meaning that the host ID and data ID will be different
You: so that means that the one s I provided need to be entered
Alme: I have the host ID as 03xxxxxxx and the cable card SN as MAxxxxxxxx - appropriate signals have been sent.,
You: But the data ID has to be entered as well
You: so right one the information that came with the cablecard. And on charter's website
You: http://www.charter.net/support/tv/cablecard-installation/
You: Please read that page... it'd be most helpful
Alme: blake, are you still needing chat assistance? After a brief period of inactivity, these chat sessions will time out to protect customer account information.
You: That's how it's going to be?
You: After installing your CableCARD, you'll experience a short delay while a prompt is displayed on your TV. Record the Host ID and Data ID of your device for activation. Host Info After recording the Host ID and Data ID, call (855) 757-7328Call: (855) 757-#### to complete activation.
Alme: Blake, are you still needing chat assistance? After a brief period of inactivity, these chat sessions will time out to protect customer account information.
You: yes
You: I'm not trying to be rude or act like a know it all. I simply have done many cablecard installations. This is what's necessary to make it work. I'm not sure why a resolution can't be made given the information provided. I'd do it myself but charter doesn't give customers the opportunity to enter in the information themselves or call a special number with people dedicated to knowing specifically about cablecards
You: If you don't believe me that you need a host and data ID for a cablecard to be authorized on the system please ask a supervisor or research the topic.
Alme: I will certainly pass the information along, in the meantime please give us a call. We are able to help via phone 24/7 and can get everything up and going for you.
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