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! 

[Jim785]

Hey Majagoddess,

You have been very patient in waiting (more than I would of been). I will send you a PM, to help ya get this resolved.

[amyrhl1]

I am experiencing the exact same issue. And I too have spent far more time with "tech" support than I could handle. Problem still hasn't been resolved. If there is someone here who can help fix my problem I would greatly appreciate it! Thanks.

[albion118]

I also have the same problem. I am subscribed to the movie channel package yet it won't let me order any premium VOD services.  Regular VOD works fine.  Any help with this would be appreciated.

Message Edited by albion118 on 04-07-2009 05:33 PM

[8string1]

Same here - subscribed to HBO but unable to access HBO VOD.  VZ tech supports says it's a billing problem; billing support says it a tech issue.  HELP!!!!!!

[J-Scott]

I had the same experience this past weekend with VOD under the subscription channels section.  I received bogus messages like “Technical info: Not entitled to subscription" and to receive the VOD selection there would be an extra “$0/month” charge.   The problem was with IFC on demand.

I too was put into customer service hell.  I had my STB rebooted several times.  I was switched several times between regular customer service and “after hours video support”.   I was always polite and patient and tried desperately get them to understand.   One time “after hours video support” told me that it was a mistake that I was transferred to them and the gentleman hung up on me.  I was told by another customer service rep to go to the FiOS website for a better understanding of what I was entitled to receive.   The fact that I subscribed to EVERY premium channel was lost on them.   Finally a person named Ferlita helped me.   

The problem was I was paying separately for the Movie package, HBO, and Cinemax.   I was under an old billing package (and paying more than I should have been).  Somehow this also prevented me from receiving some VOD programming.   I got the same error messages mentioned by Majagoddess.  Ferlita 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 competent person though, IT WAS HELL.  I am not sure if the first four customer representatives were just poorly trained or just didn’t give a crap.   Too bad they can't clone Ferlita.

[CharlesH]

This is a weird issue some of us have been working on.

If you are receiving the Premium Channels but getting not subscribed when you try to order a VOD from the "Premium Subscriptions" - IE. The HBO channels are working but cannot order HBO VOD...

Feel free to send me a private message - Just provide me with your billing telephone number - name - address - callback number so we can verify that you are back up and working.

[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