Please Help. My OnDemand doesn't work!!

[crazygreen1126]

When I got a new tv, I ended up getting a new HD box. It's been about 3 months & my On Demand has yet to work. I keep getting this message....

Set top box doesn't have enough credits to purchase this asset. Quick Code 8632, VOD_131, Credit check failure

What can I do? I've tried to power it off & then on, unplug everything, reset the modem & nothing works?

[spacedebris]

That means that there is a VOD block on the account. You need to contact Tech support to see if they have VOD on the account properly. If they do, then you have to contact Billing as they likely have some kind of block on your account that needs removal.

[crazygreen1126]

But it's only my STB. Everyone elses works fine. Doesn't make any sense to me at all.

[spacedebris]

In that case, my guess would be that the STB did not activate completely or correctly. First try a simple reboot. Unplug the STB for 30 seconds and then plug back in and try again. If that fails, contact tech support and see if they can reload the STB.

[Hubrisnxs]

there is also an STB auto correction that might be helpful in a situation like this. 

menu > customer support > in home agent > stb auto correct (set top box)

[crazygreen1126]

Hubrisnxs, I tried what you suggested & for some reason, my STB doesn't even appear on the list of STB's. That's odd. I guess I'm going to have to contact support & have them reboot it because nothing else seems to be working. 

I wanted to use live support like I did last time, but I didn't know what I paid on the last bill, so I'm going to have to look it up. It only asked for my number & name on the account last time.

[Hubrisnxs]

if it doesn't appear on the list, then that tells me that your STB may have gotten deactivated at some point,  you can have them reactivate it, but I think you'll have to call them or open a chat support as suggested.