thegaryw
join:2004-09-12
Beaverton, OR
| Video on Demand - Problem with Premium Channels
I switched to Verizon TV this week and the install went well. Except, when I try to access VOD for subscribed premium channels it returns an error message that I am not subscribed. Three phone calls to tech service has yielded absolutely nothing.
Question: has anyone else had this problem and how did it get resolved? |
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kes601
join:2007-04-14
Virginia Beach, VA
| I don't know the number, but if you search the forum see if you can find a direct number to the Encore services, this is who handles your account info that says what you should have access to. It sounds like your account is missing a certain flag allowing you access to the subscribed VOD channels. |
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EMC2
join:2007-08-21
Tampa, FL
 ·Verizon FIOS
| reply to thegaryw
Don't want to be a master of the obvious, but are you actually subscribed to a premium service? HBO, Cinemax, Movie package (Starz, Showtime, Encore), etc.
If you're not subscribed to them, then you'll get that message. If you ARE subscribed and get the premium channel in the regular channel slot(s) - Starz on channel 340 for example, then the FSC reps will need to correct the VOD selections on your account.
Should be a pretty quick fix - -once you get thru - 888-553-1555 |
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manny7437
Premium
join:2007-10-17
North Port, FL
| reply to thegaryw
hello i am a fios tech you ahve free vod but hbo star ect need to be sub so if you call cst serivce on the tv go to a tv chanel that you dont get and call that 188 number they will put the vod on you tv you dont have to call anyone else but make sure that you can aceess you free vod if not they problem is you router dont forget that 1310 is voice 1490 vod and data and 1550 is vide so vod is with you action tech good luck |
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knarf829
join:2007-06-02
| said by manny7437  :hello i am a fios tech you ahve free vod but hbo star ect need to be sub so if you call cst serivce on the tv go to a tv chanel that you dont get and call that 188 number they will put the vod on you tv you dont have to call anyone else but make sure that you can aceess you free vod if not they problem is you router dont forget that 1310 is voice 1490 vod and data and 1550 is vide so vod is with you action tech good luck Uhhh.....what he said. I think. |
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thegaryw
join:2004-09-12
Beaverton, OR
| reply to thegaryw
Thanks to all that replied. I am subscribed to the premium channels, they are viewable for current activities, but VOD says I am not subscribed. Error message is VOD_46.
The three calls to tech have all done the same steps. They verify that I have premium channel access, they send a message of some sort to my box and tell me to wait 24 hours for it to update. And, they have verified that the setting show that I am allowed VOD on subscribed channels. I have even unplugged the converter box in hopes it would reset the unit. Nothing to date has worked. And, the problem exists on both converter boxes so it is unlikely a box problem. BTW, VOD on non-premium channels works fine.
Support is working with me. Yesterday's call was at least 30 minutes of trying alternatives and searching through Verizon help database. The error code is NOT listed in the service manual. (yeah, real funny) The support guy said a group in California was programming something and that might fix it. (what the heck does that mean?)
As for router setting - voice, data and video are working just fine. Except, of course, the VOD on premium channels.
Apparently my problem is quite the stumper. The basic tech support telephone number isn't getting me anywhere. Is there a different number or email I could use to get higher up in the support structure? |
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JeepMatt
Delaware Fios
Premium
join:2001-12-28
Wilmington, DE
·Verizon FIOS
 ·Comcast
| Same thing happened to me Gary at time of setup.
They basically had to "rebuild" my account to get the VOD "flags" to flow down through their systems. They can only accomplish though during normal business hours.
Somewhere in your account the settings are incorrect.
--
"ONE team - ONE city - ONE dream!!" |
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thegaryw
join:2004-09-12
Beaverton, OR
| reply to thegaryw
Final follow-up. After a week of calling tech support nearly every day they fixed the problem. I mentioned the fix that JeepMatt (see above) offered. First level support said "nah, there is no reason to do that. That can't be the problem." Third level support finally got it working. How, I asked. He had to unsubscribe me from premium channels and then resubscribed me. D'oh!
Posting this here in case anyone else runs into a similar problem. Or, if tech support reads this they can add this simple fix to their manual and make a future customer happy in something less than 5 calls. |
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Telcoguru
Premium
join:2005-08-22
Fresh Meadows, NY | reply to thegaryw
They have to take your set top boxes out and put them back in their system. The VOD was not added originally when the boxes where activated. |
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FFJOHNL312
Premium
join:2007-12-16
Pawtucket, RI | Gee, isn't there a step on the triplicate form that says we're (outside techs)supposed to check this BEFORE we leave......ugh! |
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JeepMatt
Delaware Fios
Premium
join:2001-12-28
Wilmington, DE | reply to thegaryw
Thegary-
Glad that was the issue! |
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kirk1233
join:2003-08-15
Pittsburgh, PA
| reply to kes601
Encore services was useless. Since I did not have a VZ phone number they told me to call the FiOS support number.
I posted about this problem in the Verizon direct support forum. It looks like no one can help with FiOS TV issues there though, since my issue and other video issues seem to be ignored while everyone else gets help 
I guess I will live without VOD... |
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