"This set top box does not match the account settings" error (Yes, I messed up)

"This set top box does not match the account settings" error (Yes, I messed up)

So I foolishly ran off and plugged in the wireless receiver that came last night, before reading the "DO NOT INSTALL BEFORE 8:00 PM ON 10/24" message on the packing slip. Sure enough I got the "does not match account settings" error.

 

Is there anything that can be done in advance (while I'm here at work) by contacting support to reprovision the box before I plug it back in tonight, or do I need to wait until after 8:00 when I'm actually trying to set it up?

Message 1 of 36 (6,480 Views)
Employee

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Hello Dingojones,

 

Sorry to hear that your new receiver is not working correctly. Fortunately this is a very easy fix for us. Whenever the "This set top box does not match the account settings" error message comes up, there is an error code we can clear out in our system here on our end. Is your new wireless receiver currently unplugged right now?

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 36 (6,309 Views)
Employee
Solution
Accepted by topic author dingojones
‎09-30-2015 1:39 AM

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Dingojones,

 

I just wanted to let you know that I was able to clear out the error code for you in our system and I verified that the order will allow the box to be activated next time you plug in the receiver! Smiley Happy

The box can be plugged in anytime today, so at your soonest convenience plug the power cord back in and it will establish the link to the Wireless Access Point (WAP) and then it will have a selection on the screen saying something like "TV service is not yet active" and there will be a "Try again now" selection. Choose "Try again now" and it will go through an update. With the wireless boxes, they usually take longer to update than the wired but, once the update completes, you will see it go through the standard loading screens and then TV service will be online!

Let me know how everything works out and if you need additional assistance, we'll be glad to help you. Smiley Wink

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 3 of 36 (6,300 Views)

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Morgan,

This is fantastic! Thank you VERY much for your quick reply and fix!

 

I'm at work at the moment and was figuring I'd have to go through a support call when I got home, but this is great news. I'll follow your instructions as soon as I get home this evening and post back with the results.

Message 4 of 36 (6,295 Views)
Contributor

Re: "This set top box does not match the account settings" error (Yes, I messed up)

I have the same issue- it was also my fault for setting up the receiver before the stated time. How can I get the error reset so I can complete my setup?

Message 5 of 36 (6,212 Views)
Highlighted
Community Support

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Hi uveruser909,

 

I apologize for the inconveniences. I have cleared out the error for you. Please go ahead and try rebooting the receiver, and when it makes it to the Connection Screen, press OK to Try Again, and hopefully, it will load right up.

 

If you do notice any further issues, feel free to reach out to us by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you. 


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-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 36 (6,208 Views)
Contributor

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Thanks for the quick response. Looks like that worked: the receiver connected and is updating now so I'll know for sure soon.

 

Thanks again.

Message 7 of 36 (6,200 Views)
Community Support

Re: "This set top box does not match the account settings" error (Yes, I messed up)

That is great to hear! I am glad everything is working 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 8 of 36 (6,171 Views)
Contributor

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Hi Morgan, I did the same thing, can you point me to the process of getting the error cleared? My box is connected now with the error on my TV

Message 9 of 36 (5,797 Views)
Employee

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Hi @gman1972 

 

Sure I'll be glad to help you with this issue. I was able to clear out the error code for you so, if you could unplug then replug the new receiver, it should be able to run through the update now! Smiley Happy


- MorganCS
- ATTU-verseCare

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 10 of 36 (5,789 Views)
Contributor

Re: "This set top box does not match the account settings" error (Yes, I messed up)

WHOOHOO....

That did it thanks...

Giuliano G. Mangiore
Message 11 of 36 (5,771 Views)
Teacher

Re: "This set top box does not match the account settings" error (Yes, I messed up)

I am having this same error "set top box does not match account settings" pop up on my newly installed wireless box. I jumped the shark a day early a few days ago. I hoped that by waiting two days the issue would be resolved when the appropriate date (yesterday) came and passed, but no luck. Looks like quite a few people have dealt with this though!

 

Thanks in advance!

Message 12 of 36 (5,618 Views)
Community Support

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Hi @philip_trick 

 

I'm sorry to hear that your receiver is showing this error but, I'll be glad to help. I'm going to send you a Private Message to gather your account info and we'll move forward from there. Thanks! Smiley Happy

 

- MorganCS
- ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 36 (5,592 Views)
Contributor

Re: "This set top box does not match the account settings" error (Yes, I messed up)

[ Edited ]

Hi Morgan, I'm having the same error message on my STB.  Could you help reset it?

 

Thanks!

 

Edit: Nevermind, spoke with tech support and they are sending out a technician today.

Message 14 of 36 (5,456 Views)
Community Support

Re: "This set top box does not match the account settings" error (Yes, I messed up)

Hi @Implementor

Sorry for the delayed response. Is everything working alright now? Was the technician able to help you remove the error for you?

- MorganCS
- ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 36 (5,422 Views)
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