Video On Demand not working for Premium Channels

[Majagoddess]

My VOD premium channels doesn't work. I AM subscribed to all the premium channels, such as HBO, Cinemax, SHO, STARZ, ENCORD. They worked when I first switched to Verizon TV but then just suddenly stopped working. I know I am still subscribed because I am still getting the live tv premium channels. When I go to start a video for a premium channel is stays "You are not subscribed to this package. If you would like to order, select "Subscribe Now" option. [VOD_46] Technical info: Not entitled for subscribtion."

I've hit Subscribe Now and wait. It says I have to wait till the order goes through and then after a couple hours, it starts displaying the "You are not subscribed to this package." message again. I can go through that process constantly and get no where. The premium channels package was on the most recent bill I received, so I know I am being charged for it.

I have spent about 4-5 hours with Verizon technical support and no one seems to be able to figure out what is going on. I am either told it should be fixed in 4-6 hours or 24-48 hours or a network techinican will call me back, etc etc. However, it has now been 1 month and I am no better off than I was before.

Please someone help! I feel like I'll never be able to watch my premium VOD's again! I do not know what else to do! 

[J-Scott]

Charles,

It is nice that you are monitoring this forum.   I had posted another subscription VOD question in another thread but haven’t gotten an answer yet.   It is minor issue compared to the one discussed above, but still an inconvenience.

Why does Verizon FiOS VOD skip an episode of a premium channel's series programming in Video on Demand (VOD), when they are available on the local cable’s (Comcast) VOD?   

 Examples:  

1. Within VOD under Showtime-HD-Series-The Tudors, you have all 10 episodes of the Tudors from Season 2.  For Season 3 you loaded episode 2 and 3 but skipped episode 1.  I wanted to watch episode 1 first. 

2. Under Starz-HD you loaded Party Down 101, 102, 104, and 105, but skipped 103.  Why?   

I am in Maryland, VHO4.   

[CharlesH]

Well we get our VOD assets from the provider, regardless of who it is.  If the VOD asset was corrupt or "bad" we have it replaced with a new copy which we get from the provider very quickly after the problem is reported.

Same thing goes for missing content. The provider didn't give us a title for some reason...tech support can contact our "VOD people" and see if they know about the missing asset and they would deal with contacting the provider.

Did you contact tech support yet? If you want, send me a private message with some information (billing TN, address, name) and I'll open a TT and see what I can do!

[Justin46]

---

@J-Scott wrote:

1. Within VOD under Showtime-HD-Series-The Tudors, you have all 10 episodes of the Tudors from Season 2.  For Season 3 you loaded episode 2 and 3 but skipped episode 1.  I wanted to watch episode 1 first. 

2. Under Starz-HD you loaded Party Down 101, 102, 104, and 105, but skipped 103.  Why?   

I am in Maryland, VHO4.   

---

From a different part of the country (Texas, VHO1) I have right now:

1. The Tudors: All of Season 2 in HD, and Season 3 episodes 1, 2, 3, and 4 in HD.

2.  Party Down: Same as you for HD, but do have 103 in SD.

Different results in different parts of the country? I wonder why?

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
IMG 1.6.2, Build 08.58
Keller, TX 76248

[CharlesH]

The VOD assets are held at each VSO/VHO depending on the area.

[8string1]

Finally got this resolved by calling VZ support and having them delete HBO, then add it.  I think the problem was due to a free trial of premium programming that I received when I originally got FiosTV.  I had asked them to remove everything except HBO when the trial period was over.  

[DRHOLIDAY]

HI,

 I'M HAVING THE EXACT SAME PROBLEMS AND APPARANTLY MANY OTHER PEOPLE THAT I TALK ARE TOO.  {please keep it relevant}  FOR THE FIRST TIME IN MY LIFE I WANT TO THANK THE CABLE COMPANY FOR BEING THEIR.  I WAITED MONTHS TO GET VERIZON FIOS IN MY AREA AND FINALLY AFTER GETTING IT I HAD NOTHING BUT A BIG DISAPPOINTMENT.  TECH SUPPORT HAS NO CLUE, TV IS GOING TO BE VERIZON'S DOWNFALL, THEY SHOULD HAVE LEFT IT TO THE CABLE COMPANY AND STUCK WHAT THEY ARE GOOD AT... FEES AND PHONES. 

TECHS SUPPORTS RESOLUTION:  IF A SIGNAL CAN'T RESOLVE THE STB BOX NOTHING CAN... TRY TO CANCEL SERVICE AND REPS WILL BE RUDE AND TELL YOU THEIR IS A 179.00 CANCELLATION FEE.  WHY SHOULD WE PAY WHEN THEIR IS A BREACH OF CONTRACT.  THEY ARE ADVERTIZING THE BEST NETWORK AND INSTEAD SHOULD BE ADVERTIZING A NO-WORK CABLE COMPANY.

ANOTHER DISSATISFIED CUSTOMER.... STAY AWAY!!!

Message Edited by ElizabethS on 07-13-2009 10:26 PM

[spacedebris]

Dr Holliday, if you are having the same problem and you see here that the experts are working on solving these problems. I see that you've only posted one time. Try posting your issue here and giving Techman and Charles a chance to fix it. Its obviously a problem that they know how to fix and it doest take long for them to fix it.

[ScottM]

I've been there!  This past April I spent hours over a few days on the phone with customer service reps (CSRs) trying to get premium VOD to work correctly. I was switched between departments (billing and technical support).

My problem was I was under old billing packages (and paying more than I should have been). Somehow this also prevented me from receiving some VOD programming. I got error messages like:

- “Technical info: Not entitled to subscription” and

- to receive the VOD selection there would be an extra “$0/month charge”

One single kind CSR (Ferlita) deleted my premium subscriptions gave me the newer package (all premiums for $30) which also activated the VOD for all channels and stopped the error messages. Before I was lucky enough to reach this one kind person though, IT WAS HELL. Too bad they can't clone Ferlita.

Now that my VOD works, can anyone tell me why Verizon does not load HD VOD programming when the premium service intends. HD VOD programming is still not loaded when my neighbor receives it on Comcast and as advertised by Showtime, Starz, etc. 

[Zootube]

How is this going to be fixed. I noticed this same issue. Contacted the FSC, reported a ticket on this issue. I was told this would be corrected that day, the next at the latest. That was 3 days ago. IFC on demand is still not working. I call back in and get the runaround between the sales office and repair. I cant believe that something so simple would be such a problem. Bottom line is that it appears this is happening to anyone that had the Premium package prior to Fios adding IFC on Demand and no one seems to know how to fix this. Can anyone tell me how to resolve this????

[Matty]

the fios on demand - search option - list some movies as free.  [edit]

there were 2 movies that i found after searching, and wanted to watch. both said "free" 24 hour rental.

however, when i clicked "OK" to watch them, i then got a message saying that i was not subscribed to the channel for viewing. If they are "free" why should i or anyone have to subscribe to a channel to view them. this needs to be reported and corrected. it is false advertisement and just another disappointment for me since i've been a fios customer!

[GM513]

Add me to the list of customers who cannot access the VOD for premium channels even though I am subscribed to all tghe premium channels.

HELP!!!!

[ScottM]

Have you switched programming packages recently?   Here is a summary of my latest premium VOD problem and how it was resolved. 

I have always subscribed to all premium channels.  My contract was up and I called on 1/16/10 to see what kind of deal I could get if I renewed and perhaps even added Epix to my package.   I was sold the new “Ultimate HD” package, which I had had never heard of, with HBO/Cinemax as an extra cost with a 1 year monthly credit to compensate for the extra cost if I did a 2 year commitment.   I was promised by the FiOS rep that I would get EVERYTHING I was currently receiving, plus Epix.  I previously had the Extreme HD package with the SHO/TMC/Starz/Encore/HBO/MAX/IFC/Sundance channels for $30/month. 

Firstly the new package did NOT include Starz/Encore which I was told it did, but that is another story. 

The worst thing however was I could no longer receive the VOD for SHO, TMC, IFC, and Sundance.  It said, “not subscribed to package”.   I was on the phone, mostly on hold, for at least 10 hours, over three days.  The couple of dozen people to which I spoke all said that I should be receiving these premium VOD channels, but no one could fix it.  I was promised a call back by three difference reps that did not. 

 I finally asked billing to go back to my previous package and they refused.  “You are committed to the new package” now.  Several technicians confirmed they have encountered this VOD problem with other customers.  One technician said it has to do with the Epix channel and the Ultimate HD package hosing the VOD. 

Of the night “after hours” technicians suggested that I call the Billing Dept in the morning and ask them to remove ALL premium channels/packages from my account and downgrade to the “Extreme HD” package.  After that is done I should add back the premium channels.  I followed his instructions and I got all my premium VOD channels back. 

I am disappointed that the “new” Extreme HD package does not include many of the sports channels and some movie channels (MGM-HD, Hallmark Movie HD) that I had with the Extreme HD package just the previous week.   But I have all my premium VOD channels, which was my first priority.  

[GM513]

I have the Movie/HBO/Cinemax Package.  have tried to access free movies and sereis episodes. I always get the message that I am not subscribed.

[GM513]

Also .... I have not switched packages in at least 6 months. I have never been able to access the VOD for the premium channels.

[jmcorrigan]

I am having the same issue.  If someone from Verizon can simply post what the fix for this problem is that would be great.  

Thanks,

J

[GM513]

I finally got the issue resolved . I called Verizon and they reset a code and the next day I was able to access VOD for the premium channels.

[kbmessur]

I am having the same issue--is anyone able to provide any kind of fix for this issue??

Thanks!!

[nrtreeby1]

Sorry to bump such an old thread - but this is a problem that we have just encountered.  We have been on Extreme HD since day 1, not taken any free trials, don't have Epix.  We've never had a problem with VOD, until last night when suddenly we were getting the 'Not subscribed' messages described throughout this thread.  My wife has already spent a considerable amount of time on the 'phone and has not had any acknowledgement of a problem, or if it can be fixed.

We cannot view ANY VOD content - including the FiOS Help Videos!

[pl626]

This is really irritating.  VOD was working fine (barring the button delays)  last week for premium and free, but tonight I keep getting the "We are temporarily unable to process your request, please try again later. [VOD_11:0X6]" regardless of premium or free.

The IHA says my network connection is fine, signal is fine and there are no network outages in my area.  I have the EPG working, so I know it's not on my end.  I've rebooted and still get the same error message.  WTF?

If V* is doing system maintenance, they should clearly communicate it.  The unpredictable availability is unacceptable!

[pl626]

So shortly after posting, my VOD works...coincidence? Probably, ironic? Very. I still maintain that the VOD is not very reliable, maybe 80%, which is not acceptable to me as a consumer.

[Micheloquent]

I am having the same exact problem.