Cannot get access to on demand for premium channels I pay for, nor purchased on demand movies

[NJNicole]

Since the "upgrade" to the new On Demand interface I have had nothing but problems. I've already had to reboot the system three times, first myself and then with the help of a technician off-site (that last attempt worked, but I was on the phone for 20 minutes before it finally happened).

I now have two issues.

First: ALL of the movies I purchased over the past several years--upwards of 50 or more--appear to have disappeared. That's roughly $750-$1,000 worth of content that isn't showing up in the My Stuff section. I would like to understand why and how this occurred and more importantly I want all my movies back. 

Second: we are subscribed to and pay a hefty amount for multiple premium channels--HBO, Cinemax, Showtime, Epix, Starz, and others--and yet any time I try to play a movie from those channels on demand I'm told I "need to subscribe" to the channels. The channels work if I want to watch scheduled programming so clearly, I am still subscribed to these channels.

I would like to have these issues resolved as soon as possible. If Verizon is unable to replace the movies I've already purchased I would accept a refund for the total purchase price of the movies (and no, I do not know what all of them are but I am sure Verizon must have a record of the purchases).

[LawrenceC]

Hi NJNicole,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.