Back in late summer 2015 MSC released software updates for nearly all Cable Set Top Boxes. Customer who were on vacation did not receive the software updates.
This results in “One Moment Please…” or “Not Authorized” or similar messages.
Nearly 100% of the time this can be fixed by doing a Refresh and then Force Poll on the STB. If it doesn’t, then we will also do an Install Warm.
Please call Marcel or someone at the office at Hay to run these commands and have the customer check again after about 30 minutes. If after 30 minutes there is still a problem escalate a ticket.