HDHR3 regularly losing connection with Comcast

Reception, channel detection, network issues, CableCARD setup, etc.
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CubsWin
Posts: 13
Joined: Sat Jun 15, 2019 6:58 pm

HDHR3 regularly losing connection with Comcast

Post by CubsWin »

I signed up for Comcast cable about a month ago and have had a recurring issue where my CableCard is losing connection with the Comcast service. Everything is validated and working fine right now, but the card has lost its connection 3 times over the past month. When this occurs, I can see on the Conditional Access screen that Con = No. When I contact Xfinity support and they send refresh signals, then it starts working again.

I have spoken with their Cable Card department and I am told that everything is paired and setup properly in their system, but that this is a common problem they are having with HDHomeRun devices and the only way to solve it is to send the refresh signals whenever it occurs. That is not an acceptable solution for me, as my service is completely unreliable. My wife, kids, mother-in-law, etc. aren't going to be contacting Comcast every time there is a problem and I'm not home.

Has anyone had similar issues with the HDHR3 and, if so, what would you recommend? What causes the cards to lose their connection?

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3ton
Posts: 55
Joined: Sun Sep 22, 2019 6:34 pm

Re: HDHR3 regularly losing connection with Comcast

Post by 3ton »

Check signal level and snr.

CubsWin
Posts: 13
Joined: Sat Jun 15, 2019 6:58 pm

Re: HDHR3 regularly losing connection with Comcast

Post by CubsWin »

3ton wrote:
Fri Mar 06, 2020 1:45 pm
Check signal level and snr.
Card Manufacturer Arris/Motorola
Card Authentication success
Card Validation success
3DES encryption supported
OOB Frequency 75.250 MHz
OOB Lock 2.048 Mbps
Signal Strength 100% (3.1 dBmV)
Signal Quality 100% (38.5 dB)
Channel List cablecard-oob

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3ton
Posts: 55
Joined: Sun Sep 22, 2019 6:34 pm

Re: HDHR3 regularly losing connection with Comcast

Post by 3ton »

Looks good.

Let Silicondust look at it. Post your device id and turn on send diag.

CubsWin
Posts: 13
Joined: Sat Jun 15, 2019 6:58 pm

Re: HDHR3 regularly losing connection with Comcast

Post by CubsWin »

Model: HDHR3-CC
Device ID: 1325A2E8
Firmware: 20200225

jasonl
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Joined: Sun Oct 28, 2007 9:23 pm

Re: HDHR3 regularly losing connection with Comcast

Post by jasonl »

The signal looks fine. The HDHomeRun device has no involvement in this except for passing the signal from the cable line into the CableCARD, which is obviously working. Do you leave the HDHomeRun on 24/7 or do you turn it off when it's not being used? The provider's system is supposed to send out signals on a regular basis to keep the card active, but if you have it powered off it might be missing those signals and deactivating itself when it reaches whatever its internal limit is for operating without receiving one of those messages (this is a security measure to keep people from dropping to a lower channel package but blocking the signal from reaching the card so it never receives the notification of the change). If you're not turning it off, then we're down to either your local system having bungled things so it isn't sending those automated ones out, or they have something set up wrong on the account and there's an automated audit process running and deactivating the card when it finds the discrepancy.

CubsWin
Posts: 13
Joined: Sat Jun 15, 2019 6:58 pm

Re: HDHR3 regularly losing connection with Comcast

Post by CubsWin »

Thank you for your response. No, I don't ever turn the HDHomeRun off, but there are times when I don't use it for several days. Does the device ever go to sleep, or is it always on and available to receive signals?

I did receive a call from a Comcast Cable Card specialist yesterday. He said there was a value missing in the system and that he corrected it, then he ran through all the other pairing details just to make sure everything was correct. Hopefully that will solve the issue, but I'm still not 100% confident because other representatives have given me similar answers before. Now it is just a waiting game to see if everything keeps running.

jasonl
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Joined: Sun Oct 28, 2007 9:23 pm

Re: HDHR3 regularly losing connection with Comcast

Post by jasonl »

The 3 tuners that are used for video will go into low-power mode when idle. The out of band tuner is always active and feeding the signal to the card.

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