On demand online is different from On demand on TV

MN1MN1 Posts: 1
in watch.spectrum.net Jul 11, 2020

Hi - 

I have a subscription to the "normal Channels".  When I go to On Demand on my PC, I have more options of movies to watch, for example FXM.  I do not have a subscription to that channel.  When I go to On Demand through my TV, any movies on FXM are locked.  The message comes up "need to subscribe to this channel".  If I go through On Demand Online (through my PC), I can now choose that movie to watch.  I can click on the "watch on TV" button, and it will stream on my tv.  Was I charged extra to watch the movie on FXM?

 

Comments

  • SatchSatch Posts: 3,812 helper
    Jul 12, 2020

    @MN1 wrote:

    Hi - 

    I have a subscription to the "normal Channels".  When I go to On Demand on my PC, I have more options of movies to watch, for example FXM.  I do not have a subscription to that channel.  When I go to On Demand through my TV, any movies on FXM are locked.  The message comes up "need to subscribe to this channel".  If I go through On Demand Online (through my PC), I can now choose that movie to watch.  I can click on the "watch on TV" button, and it will stream on my tv.  Was I charged extra to watch the movie on FXM?

     

    Hello,

    What is your subscription level? (i.e Spectrum Choice? Spectrum Select? Spectrum Silver, or Spectrum Gold?)  Also, what is the make and model of your cable box?  Additionally, what is your City, State, and Zip?  Through this information, we can find out if that channel FXM is in your subscription package.

     

    To my knowledge, FXM is not a premium channel.  If you have it as part of your monthly service plan, you should be getting it both on Demand and on your cable box. Is this a recently installed cable box?  Here is what I would suggest:

     

    1.) Go to Spectrum's site and enter your zip code to view your channel line up by package in your area.  Check your monthly statement if you are not sure of your service level.

     

    2.) If FXM is listed in your package and you are not getting it on your cable box, try rebooting your cable box.  Sometimes new installed boxes don't synch right away with the account information.

     

    3.) If FXM is in your package and the reboot still does not work, you will need to call Customer Care and say, "I receive FXM as part of my (name monthly service) package.  I can watch it online through my Spectrum Account, but the channel is locked out on my cable box.  Rebooting did not fix this."  The CSR will send codes to your box and account and might reboot the box over the phone to make sure that you can get FXM on all devices.

     

    4.) If FXM is not in your package, you might just want to enjoy the fluke of watching it online only lol!  Because if you call, you will most likely have to upgrade your monthly services to get it on your box, and you will most likely lose the online access when the CSR sends the sync codes to your account.  If this is the case, you haven't done anything wrong, the issue is on Spectrum's end.

     

    Satch

     

     

     


     

  • Julia_RJulia_R Posts: 4,402 Lead Mod
    Jul 12, 2020

    If you do not have a subscription to the channel you should not have access to the On Demand content on the box or through the app.

     

    You are not charged extra, this is an error with entitlements on the account.  We can have that reviewed, resolved.

     

    If you will contact us via Social Media we can have that looked into. 

     

    Twitter: @Ask_Spectrum

    Facebook: https://www.facebook.com/Spectrum

     

    Julia 

This discussion has been closed.