HDHR Prime All Channels Became Not-Subscribed

[SwissCheese]

Hi

My HDHR Prime has been working fine for years, until Friday when
several channels stopped working.

Some channels that worked OK early that morning were suddenly not
working by midday.

TCM and other channels in its tier had stopped working, while basic
channels such as the major broadcast networks and others were still OK.

Tuning to the TCM channel live in the WMC Guide window would put up a black
screen at first, then a minute later say "Subscription Required".

The Prime's web interface System Log entry says the TCM channel is
"not-subscribed".

According to the Prime's status page, the CableCard has "Authentication Success"
and its upstream / downstream signal status all look normal.

The High Split Converter looks normal too, its light is steady blue
and the OOB signal from HSC-to-Prime looks normal with 95% signal level
at 100% quality.

I can still watch every channel, including TCM, on Spectrum's website
so my account subscriptions all seem to be OK.

So, Saturday I called the CableCard phone number and explained the
situation.

The rep had me power-cycle the Prime and HSC, which didn't fix anything,
and he sent some kind of reset signal that didn't fix anything either.

Then he said he was going to talk to his support backup (or something
like that) who apparently did something different because after that
*all* channels stopped working.

Channels that worked OK just before I called now don't work at all.

Every channel I've tried, including local major networks that always
worked even without a Tuning Adapter now don't work.

Now every channel I try says "not-subscribed" in the Prime's System
Log, and when I try to tune them live in WMC they all say "Subscription Required".

I'm hoping my CableCard, Prime, and HSC are not wrecked, and that
whatever the support people did to make all my channels become not-subscribed
can be undone on their end.

I've read about terms like "provisioning" and "staging" but I don't know
what they actually mean or if they're relevant to my issue.

Any advice on what I can try asking the CableCard rep to try next would
be greatly appreciated.

Thank you.

[KeithAbbott]

I am also a Spectrum customer, and just recently had something pretty much identical happen to one of my Primes (see viewtopic.php?t=80715). It took me two phone support calls (technically three, because they wound up screwing up my internet service at the end of the first call), two tech visits to my home, and a complaint to the public service commission to get all of my channels back. I keep toying with the idea of dropping one of the cablecards and saving $15/month, but screw-ups like this make me realize it's worth having two Primes/cablecards for redundancy.

Good luck with getting your channels back.

[jasonl]

On most providers' systems, the channel packages you are subscribed to have to be added to the account for billing purposes and then separately to each CableCARD on the account in order to authorize the card to receive those channels. That second part often doesn't happen, and they have to go back and fix it.

Also, for Motorola/Arris cards, you need the Con entry on CableCARD Menu > Conditional Access to be yes, and on Cisco/Technicolor cards, you need the Status on CableCARD Menu > CA Info to be ready, rather than not staged. If the appropriate one of these is not true, the card's conditional access system is disabled, which means it will not authorize anything. This will need a cold hit, staging hit, DAC Init, or some other similar term to be done to re-enable that system.