3 Messages
This set top box does not match the account settings.
Called support Tuesday morning 05/20/2023 and worked with a lady who ordered a new box for me.
Received and installed a replacement set top box Wednesday 05/21/2023.
New mod no: VIP2262v1
S/N: M91628EB2500
MAC address: FC:51:A4:B4:32:9D
After turning on new box got the following on my tv screen.
Account unavailable.
This Set Top Box does not match the account settings.
Restart Receiver
Restarted receiver several times. Always came back with same results.
Called support about 12pm 05/21/2023. Talked and worked with Marj for over an hour. She finally told me the new box would not be activated until 2pm that day.
Came back home about 4pm. Same results.
Called support again. Worked with a man this time for about an hour. We got to the point where the ATT globe logo was showing on the screen with a white circle rotating on lower right of screen. He said box was updating and let it finish then restart box and we disconnected.
After 3 hours of waiting I unplugged set.
Called support again. Another man. Worked with him a while. He put in an order for a tech to come out Saturday 05/24/2023 between 4 and 8pm.
Got a text message 9:01am today 05/22/2023.
Hi it’s AT&T! It looks like your service should be working. Please reply FIXED to confirm.
IT AIN’T FIXED!
HELP
Seems to me some one needs to update my account to allow new box to work?
Crawdad1959
3 Messages
2 years ago
Problem solved!
The fifth tech I worked with knew his stuff.
Spent about 40 minutes with him. They still had my old box assigned to my account, so could not connect to the replacement box.
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DIRECTVhelp
Community Support
•
254.6K Messages
2 years ago
Hello @Crawdad1959, we understand the importance of having a working TV service.
We are glad to hear the problem has been resolved.
Thank you for reaching out to AT&T Community Forums.
Amon, AT&T Community Specialist.
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jpete
1 Message
11 months ago
I'm having the same issue. I received and installed a new box and have the same message(set top box doesn't match account). I went through 3 phone calls and never got it resolved. I was told they couldn't change the account until the end of the week for some reason. Does AT&T train their techs? It seems like an account setting on their end that could easily be fixed, but they leave us to do the runaround. The phone calls last at least an hour and don't resolve the issue.
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