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On Demand In Progress

I do not know if this is the proper place for this problem but here goes. We rented a movie on On Demand last night (Sunday) but were unable to finish. The movie does not expire until Tuesday. I go to the in progress to finish the movie. It is listed but when I select it I am asked to rent the movie again. I am very confused on how to access the movie without renting it again. 

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Re: On Demand In Progress


@robbre wrote:

I do not know if this is the proper place for this problem but here goes. We rented a movie on On Demand last night (Sunday) but were unable to finish. The movie does not expire until Tuesday. I go to the in progress to finish the movie. It is listed but when I select it I am asked to rent the movie again. I am very confused on how to access the movie without renting it again. 


Hi,

 

What guide do you have from this list and what is the make and model of your cable box?

 

https://www.spectrum.net/support/tv/which-guide-do-i-have-t?redirected=true

 

For additional reference, what movie did you order?

 

When you go to "In Progress" for the On Demand menu, you should be given two options:

 

  • Restart- Restarts the movie from the beginning.
  • Resume-Resume the movie from where you left off.  There should be no need to repurchase the movie if the rented time window has not expired.

 

Try to finish the movie today if you can.  If it is not offering a Resume option, it could be that some software update was pushed to your box overnight and it somehow kicked out the Resume option.

 

If the movie can not be resumed today, do the following:

1.) Call Spectrum and ask them to credit your account for an On Demand movie that you could not finish watching because the box did not provide a "Resume" option within the On Demand "In Progress" prompt.  Allow at least five business days for your credit to process.

 

2.) Ask Spectrum if they could send you  one free VOD movie coupon for your trouble when you call.

 

3.) Test this issue again with a FREE On Demand Title by ordering something from the free On Demand library and deliberately don't finish it.  See if the resume option works for the free title later in the day, but before the 24 window is up.  This free title check will confirm that there is not some on going problem with On Demand .

 

4.) If step#3 confirms that free On Demand content is vanishing you should call Spectrum again to report that "On two occasions my On Demand Movies" that I have ordered have vanished from the "In Progress" window before the 24 expired time."

 

5.) If Spectrum needs to send out a tech, avoid rebooting any boxes, modems, or routers for at least six hours before your service call.  The tech will need to check error signals and your cable drop line.  A reboot of equipment will set the error codes back to zero and you don't want that.

 

6.) Finally, when the tech comes, you should tune to any On Demand channel so that he can get a signal reading from that channel.  I would try my #3  step first before ordering another VOD paid movie or using a coupon, just to make sure this was hopefully some one-time glitch.

 

Post for us your state, city, and zip code.  This way our mod team can check for any open tickets regarding On Demand problems for your area.  Please also post back your progress on this issue.

 

Satch