Getting Error message ""This set top box does not match the account settings"

Contributor

Getting Error message ""This set top box does not match the account settings"

Just ordered a new wireless receiver for the bedroom. Installed it and now getting the following error "This set top box does not match the account settings". Service was suppose to be enabled on Monday the 4th, but I recieved the hardware early and turned it on. I've since rebooted and unplugged and tried everything to no avail. Any thoughts on how I might get this to work?

 

Regards,

  Rick

Message 1 of 65 (15,145 Views)
Community Support

Re: Getting Error message ""This set top box does not match the account settings"

Hi rickmitt,

 

I am glad they were able to deliver your box ahead of time. With our system, it does not allow for it to plug in early, but it is definitely something we can fix. I have corrected it on our end, and you should be able to reboot your receiver, and when the Service Connection Error Screen comes up, just press 'OK' on the receiver to Try Again.

 

Let us know how it goes.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 65 (14,293 Views)
Contributor

Re: Getting Error message ""This set top box does not match the account settings"

Awesome. Thank you. I will try that tonight and let you know.

 

Best Regards

  Rick

Message 3 of 65 (14,292 Views)
Community Support

Re: Getting Error message ""This set top box does not match the account settings"

Hi rickmitt,

 

I see that the new Set Top Box appears to be active now. I am glad everything is up and running. Let us know if you are having any other issues, and I will be glad to help.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 65 (14,256 Views)
Contributor

"This set top box does not match the account settings"

I got a new ISB7005 wireless receiver for the bedroom and paired it with my Wireless Access Point. After a long while, I get the following error "This set top box does not match the account settings". I rebooted and unplugged and tried everything to no avail. How do I get this to work?

Message 5 of 65 (14,128 Views)
Community Support

Re: "This set top box does not match the account settings"

Hi asayson,

 

I apologize for the inconveniences. I will be sending you a private message to gather your account information, so I can get this issue resolved for you.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 6 of 65 (14,095 Views)
Contributor

Re: "This set top box does not match the account settings"

Hi we recieved a new wireless box and 12/29/2013 at 7pm is our activation date and time we did not install the box until after 8 and have tried several times of unplugging, but it still shows up on the screen as this set top box does not match account settings. How can I fix this problem?

Message 7 of 65 (13,650 Views)
Employee

Re: "This set top box does not match the account settings"

your wireless receiver is misconfigured (dirty) and need to be scrubbed clean.

A tech (service visit) or tier 2 rep (phone or chat) can do this. The receiver needs to be unplugged, on the bottom of receiver is a GUI (long number) that will be needed to identify receiver, when instructed plug just the receiver in that gave number for, when that one is connected.

Your choice 4 hour appointment window, or time on phone , or chat.

If these have not been activated yet.... When screen comes up, depress OK on receiver, depress button on WAP, when the screen at receiver says try again, Depress OK button (remote or on stb) another screen for update, depress OK give about 10 minutes to load, reboot when checking depress menu to verify recordings, if no recordings menu not finished booting.

Set aspect ratio MENU, OPTIONS, etc.

should take about 20 minutes per receiver.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 8 of 65 (13,643 Views)
Contributor

Re: "This set top box does not match the account settings"

I have same issue. Message won't go away. I did wait until after activation time. I have unplugged, pushed button to no avail. .?
Message 9 of 65 (13,092 Views)
Employee

Re: "This set top box does not match the account settings"

See message above yours, once misconfigured nothing to do, but call, chat or pm to be scrubbed for next attempt.

Once dirty , not assigned, needs intervention.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 10 of 65 (13,088 Views)
Community Support

Re: "This set top box does not match the account settings"

Hi cfedwkr,

 

We apologize about the issues you are having with your set top box. I will have my team send you a private message, so we can assist you with this issue further.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 11 of 65 (13,067 Views)
Contributor

Re: "This set top box does not match the account settings"

I am getting the same error message, "This set top box does not match the account settings".  Activation date was 02/04/2014 7pm.  I installed the box today, 02/05/2014.  Please assist.

 

thanks,

Mike

Message 12 of 65 (13,061 Views)
Community Support

Re: "This set top box does not match the account settings"

Hi Mike, 

 

I am sorry for the troubles you are having. I will have my team send you a message to get this issue resolved.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 13 of 65 (13,060 Views)
Contributor

Re: Getting Error message ""This set top box does not match the account settings"

I did the same thing and having the same problem. Can you fix my box?
Message 14 of 65 (12,883 Views)
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Employee

Re: Getting Error message ""This set top box does not match the account settings"

Hi @pcoffey3581 

 

I'll be glad to help you with this. I'll be sending you a Private Message that will land in your inbox and we will move forward from there. Thank you! Smiley Happy


- MorganCS
- ATTU-verseCare

Disclaimer: If you are receiving this via email, please do not respond to the email, as we will not be able to see the response. Please reply to the Private Message directly from here at the forums.att.com website.

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 15 of 65 (12,810 Views)
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