set-top-box-does-not-match-the-account-settings

You can try restarting your entire system. Start by unplugging the gateway, the Wireless Access Point (WAP), DVR and all receivers, leaving them unplugged for at least 30 seconds. Then, reconnect the gateway and allow it to fully restart; can take several minutes. Next, reconnect the DVR and allow it to fully restart. Then reconnect the WAP, any *wired* receivers and finally any *wireless* receivers. If this doesn't resolve your issues, contact 800.288.2020 and as support to reprovision your receiver to your account.

thanks, Dave...will try it - After the football game!:)

@amsonntag  Any luck with this?

 No-Go, Dave

I'll have to call support when I get some time.

Thanks,

Andy

That message appears when you try to activate the new box before the activation date(which can sometimes be days later then when the box arrives).  Once you do that the only way to fix it is to call in and get them to manually reconfigure the correct serial #'s for boxes.

It also appears if there is something wrong with the model/serial #'s on the old box when they try to swap the new box in, and again requires calling.

and pray you get a tech support person who knows what they are doing or it takes an absurdly long time for them to figure it out.

Same problem here -- moved to AT&T fiber May 2 and it has been nothing but one problem after another!  I'm about DONE with this ridiculousness.  I've done everything suggested and still get same message - can't watch U-Verse, can't watch ESPN+ and I'm in day 2 of this.  Tech coming tomorrow, and all I can say is it better get fixed!  

Same issue. It been 14 days still having the same problem.

@hcanergocmus 

Was this a replacement set top box? What model#?  You need to provide more details if you'd like help/suggestions from community. 

Support will enable it over the phone.   I guess its their way of making sure you pay for each receiver you are using.

Receivers were free. I just returned the old ones.

I easily spent 1.5 hours on the phone but no solution. 

They are sending a technician. :(

@madmax988

Sorry, I hopelessly typed in this thread thinking it is already sunk in the bottom. 

I am not sure if it is a set-top box but the problem on the screen says, 

Account Unavailable

This set top box does not match the account settings

Restart receiver.

TV receiver: ARRIS VIP2262 v2

Router: Pace 5268AC

These two are connected with an ethernet cable.

Also another ethernet cable between this router WAP (CISCO VEN401-at), I assume this is for the tv receiver(CISCO  ISB7005), in the other room, which doesn't have any ethernet connection. 

@hcanergocmus a technician may or may not be able to solve it.  There is only way to solve it.  You need to call tech support, who first line offshore people will know nothing and be useless.  You can either keep requesting a domestic representative which will take anywhere from 10 minutes-4hours to get through to.  Once you get a competent person you ask to have the set top box provisioned on your account.  They will ask for guid # printed on bottom of set top box...it's an absurdly long alphanumeric number, make sure it is correct and they read it back to you.  Once they do that they will give you a time and date to activate it.  DO NOT PLUG IN SET TOP BOX BEFORE THIS TIME/DATE. if you do plug it in you will have to start over from the beginning.

The other way to try to get ahold of a person who can do this is to google for a phone number to customer retention or call and ask for customer retention/loyalty dept.  But since customer retention isn't technically tech support they will try to hand you off to tech support.  Ask them to do the provisioning themselves and only accept a warm handoff if they have to transfer you.  It's about 50-50 if the customer retention person knows how to do it themselves.  As less and less customers have legacy uverse fewer representatives know how to even access the system.

@hcanergocmus also I'm assuming this is the only set top box having any problems currently correct? And the other set top box and dvr are fine? Otherwise there's a whole list of other things you'd need to work on first.

@madmax988 

Yes. The other wireless DVR is working as it supposes to be. 

And no issue with the internet connection with my other non-uverse wireless devices (laptop, phone, smart speakers, etc.)

@hcanergocmus in that case follow my advice to get it resolved.  It's literally just them typing the correct guid # into system.  It's an ancient system that functions ridiculously.   But there is a reason they tell you in large font not to plug it in before activation date when they ship the replacement (assuming of course the automatic system doesn't mess up the paperwork).  Also make sure you return old equipment even if they tell you to recycle it or send a letter saying to recycle.  It's a trap and they will 100% charge you if you don't return it.