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Why can't I order an On Demand or Pay Per View program?*

Verizon Troubleshooter image for resetting your Set-Top Box to fix On Demand issues


There are two main reasons why you may have a problem ordering an On Demand or Pay Per View program:

  • Technical Issues
  • Problem with your account

Technical Issues

To ensure that the problem isn't a technical issue, please reset your equipment. That usually clears any technical problem that is preventing you from ordering or viewing On Demand or Pay Per View content.


Account Issues:

If resetting your equipment did not resolve the problem, there could be an issue with your account. Typical account issues are:

  • If you subscribe to Private Viewing, your FIOS TV service must not be viewable from any customer service or other public area. All Private Viewing customers who wish to enable PPV/On Demand, must go to MY Business Portal to review, and accept the conditions for Private Use Only. If you do not already have a MyBusiness Portal Account, you must first register an account.
  • If you have televisions for your business in areas which are viewable by your customers (clients, patients, patrons) or the public you are not permitted to order or view Pay Per View (PPV) and subscriptions or fee-based On Demand.  
  • Your PIN needs to be reset.
  • There is a billing issue with your account preventing you from ordering non-free On Demand or PPV content.
  • You are attempting to watch an On Demand program from a premium channel in which you are not a current subscriber.

To get your PIN reset or to resolve billing issues related to Pay Per View content, you'll need to contact us for further assistance.


*NOTE: Pay Per View (PPV) and subscription or fee-based On Demand are not permitted for viewing in restaurants, bars, or customer service or public areas.

Verizon Troubleshooter image for resetting your Set-Top Box to fix On Demand issues SolutionDesc1=43382


Verizon's partnership with DIRECTV® lets us offer you DIRECTV® service wherever FiOS TV is not yet available.

Get online support from the DIRECTV® support site.

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