Cannot tune HBO channels with Verizon FiOS and infiniTV4

[EverydayDiesel]

Hello,

Today the fios guy came out and installed my cable internet and tv. This is the first time I have used the ceton infini tv 4. I can tune most channels but the HBO's are not tuning in.

The tech has paired and re-paired the cable card and tuner. I also saw on google where someone had them add a 860MHZ low pass filter which he did and still no luck.

The error is either "Subscription required You need a subscription to view this channel. Verify that you are suscribed to this channel. If the problem persists, contact your TV service provider"

Or it gives me this

"Message from the tv service provider. In order to start cable service for this device, please contact your cable provider" then it lists all the information and everything.

How do i fix this?

[erkotz]

Does your CableCARD show as paired in the InfiniTV Diagnostic utility? It sounds like it is not paired.

[JohnW248]

This is a classic non-paired cableCARD message and a common FIOS problem. You might want to read this link on the SD Prime and the problems people have had with FIOS and how they resolved them

http://www.silicondust.com/forum2/viewt ... 44&t=14018

[epayson85]

I can absolutely tell you this is from your card not being paired correctly. I just had to deal with this on comcast as well. I had fios where I used to live and HBO worked fine. Then with comcast it took me two weeks to get premium channels working. You need to get a hold of specific cable card support techs at fios and I will bet they will find who ever activated your card didn't correctly enter all of the required information. It is odd to hear with fios though because I can say I had the best luck with them. I used the online activation both times with no issues.

[EverydayDiesel]

Thanks for your response. I called verizon today and they said they could not communicate with the cablecard and insisted it was a bad cable card. I repeatedly told them it was a pairing issue and even escalated it to a second level tech but still no avail.

Also since I did not have the MOCA/RG6 cable coming into my house from the ONT i was not able to do the self install. With this new card I will be using the fios self install site.

I will get another cable card and run through the same process again. I guess its a process.

[erkotz]

Thanks for your response. I called verizon today and they said they could not communicate with the cablecard and insisted it was a bad cable card.

This proves the CSR your spoke with was not familiar with CableCARDs. Then InfiniTV (and essentially all other retail CableCARD devices) are one-way hosts. There is no return path transmitter, meaning there is no way they can receive any communication back from the CableCARD.

[blushrts]

Thanks for your response. I called verizon today and they said they could not communicate with the cablecard and insisted it was a bad cable card. I repeatedly told them it was a pairing issue and even escalated it to a second level tech but still no avail.

Also since I did not have the MOCA/RG6 cable coming into my house from the ONT i was not able to do the self install. With this new card I will be using the fios self install site.

I will get another cable card and run through the same process again. I guess its a process.

My last experience with FIOS and cable card sounds like yours. I had multiple reps try to validate card, no HBO. They sent me a new cable card, I went through the self install, same issue. Called again and had rep try to get card working. Ceton was helpful and asked me to try one more time before they would call Verizon and get involved. That time was the charm as I finally got someone who knew what they were doing and got everything working.

[EverydayDiesel]

Well I am now on my 2nd card and they are still unable to send the CCV signal according to the ceton diagnostic tool.

They are suppose to call me today in 2 hours with a resolution. I am doubtful.

[erkotz]

If you still have trouble, open a support ticket with us and we will get it sorted out.

[EverydayDiesel]

If you still have trouble, open a support ticket with us and we will get it sorted out.

I did actually. The ticket number is #ZSA-909-36073

I also tried calling you but it went to a machine. I am on the phone with Verizon right now and they are telling me that the infinitv is not compatable

[foxwood]

I also tried calling you but it went to a machine. I am on the phone with Verizon right now and they are telling me that the infinitv is not compatable

Verizon has hundreds, probably thousands of customers that are using the InfiniTV just fine. It's definitely NOT incompatable.

[epayson85]

For verizon fios make sure you are calling this number. Verizon FiOS: (888)897-7499 As soon as you are talking to someone ask for a 2nd Tier Cable Card Specialist. Once on the phone with them ask them to check out your pairing information. The lack of the CCV signal is without a doubt a pairing issue. Someone hasn't entered in your information correctly / they are probably missing something. This has happened to me with both comcast and Fios.

[erkotz]

I see we already responded to your ticket. It is highly unlikely that this is a hardware issue with the InfiniTV - it is much more likely that this is just an issue with the information the CSRs entered at Verizon.

[EverydayDiesel]

For verizon fios make sure you are calling this number. Verizon FiOS: (888)897-7499 As soon as you are talking to someone ask for a 2nd Tier Cable Card Specialist. Once on the phone with them ask them to check out your pairing information. The lack of the CCV signal is without a doubt a pairing issue. Someone hasn't entered in your information correctly / they are probably missing something. This has happened to me with both comcast and Fios.

FINALLY!!!

I called that number but could not get a real person. I then went to verzions main number and insisted that I talked to a "2nd teir cablecard technician". They are reluctant but if you keep at them they will eventually get you to them.

Once I was at the 2nd level cable card tech this is what he did.

He turned the service off, waited about 5 minutes.
Then he checked the service information INCLUDING the DATA number (which changes)
Then he brought the service back up and sent a manual validation command.

This guy knew the lingo and it all happened very quickly. Thanks to everyone that helped me solve this.

I hope this helps someone.