Any time you reboot a Cable TV STB, for example when On Demand is not working, you will need to ask the customer to try it out again in 20-30 minutes.
The STB takes time to re-load all the features.
You can check that it has an IP in the mean time by pressing CBL, Power, then OK/Select to get to the Diagnostics. Then go to D16 to see if you have an IP in the 10.10 range.