If a customer gets this message be sure to do these troubleshooting steps:
- Reboot Modem
- Rebooted all STBs.
Then have the customer try it out again. Just rebooting one STB will not fix the problem. Also rebooting STBs without rebooting the modem will not fix it.
If the issue comes back after trying the above steps please escalate a ticket with all your troubleshooting details in the comments.