User guide

17
Not Authorized Message
SYMPTOM:
You receive a Not Authorized message on a channel to which you subscribe.
POTENTIAL SOLUTIONS:
1. Ensure you are subscribed to the channel in question. If you are not currently subscribed to the channel, you can order
it by calling Rogers at 1 866 368-8335.
2. Re-authorize your NextBox
™
by calling 1 866 894-9962 and following the voice prompts.
a) Select your language.
b) You will be prompted to enter your home phone number. Enter the phone number that is associated with your
cable account. Hang up the phone.
c) Your NextBox
™
will be automatically re-authorized. It may take up to 30 minutes for this to happen.
d) Check to see if the problem you were having is now fixed.
If this did not fix your problem, please visit rogers.com and click on the Support Tab to chat live with a Rogers
representative, or contact us at 1 866 368-8335.
Problems Viewing On Demand
SYMPTOM:
•You receive an error message when accessing any of the On Demand menus.
•You are unable to order an On Demand program.
POTENTIAL SOLUTIONS:
1. Reboot your NextBox
™
by pressing , select Troubleshooting and select Reboot Set-top box under Diagnostics
and press . Confirm in the prompt that follows and press .
2. Wait 5 minutes until the NextBox
™
has rebooted.
3. Go back to the On Demand channel you were viewing.
If this did not fix your problem, please visit rogers.com and click on the Support Tab to chat live with a
Rogers representative, or contact us at 1 866 368-8335.
Troubleshooting