Frequently asked questions

1. How much does My Account on Demand cost?
2. Can I access My Account on Demand if I have Basic or Standard Cable?
3. What methods of payment are accepted on My Account on Demand?
4. Are the transactions on My Account on Demand secure?
5. What does the "Loading Data" message mean?
6. Will I still receive a paper copy of my statement through the U.S. mail?
7. How soon is a payment applied?
8. When is the recurring payment charged to my credit card?
9. Can I make a payment on any TV?
10. What if you I want to update my recurring Credit Card information?
11. What are some of the common error codes I might see when using My Account on Demand?

1. How much does My Account on Demand cost?

   My Account on Demand is FREE to all Digital Cable customers.

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2. Can I access My Account on Demand if I have Basic or Standard Cable?

   Not at this time, only Digital Cable customers can access.

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3. What methods of payment are accepted on My Account on Demand?

   Payments can be made via MasterCard, Visa, Discover or American Express.

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4. Are the transactions on My Account on Demand secure?

   Yes, unlike website transactions, the information does not travel across the public World Wide Web/ Internet. Information travels directly between your Digital Converter and Bright House Networks over our private network.

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5. What does the "Loading Data" message mean?

   When you first access My Account on Demand, Channel 100 the program will take a minute to load. Once your Digital Converter recognizes the service loading time will lessen thereafter.

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6. Will I still receive a paper copy of my statement through the U.S. mail?

   Yes, you will continue to receive a paper statement.

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7. How soon is a payment applied?

   Your one time payment will immediately be applied to your account. A recurring Credit Card payment will automatically pay your statement amount each month beginning with your next scheduled statement. You might be asked to pay a one-time payment, because a recurring Credit Card payment will not be active until the following month depending on your next scheduled statement.

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8. When is the recurring payment charged to my credit card?

   The payments are charged on the payment due date.

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9. Can I make a payment on any TV?

   Yes, you can make payments on any TV in your home that has a Digital Converter.

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10. What if you I want to update my recurring Credit Card information?

    You can modify your existing Credit Card information (change the Credit Card number or expiration date) by simply entering new recurring Credit Card information.

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11. What are some of the common error codes I might see when using My Account on Demand?
    
    

    NATURE OF ERROR ERROR MESSAGE Entered incorrect pin On the first and second attempt: The PIN you entered is incorrect. Please Enter the last five digits of your account Number. You have reached the maximum number of entries without success. Please call Customer Care. You can change the channel then change Back to Channel 302 and re-enter your information. Invalid credit card number Payment Failed. We were unable to process your payment. Credit Card was rejected due to invalid cardholder number. Authorization failure: Credit Card declined. Please try again. Invalid credit card vendor Payment Failed. We were unable to process your payment. Credit Card payment failed for some unknown reason. Please try again later. Incorrect number of digits in credit card field We are unable to process your payment. Credit Card number must be at least 15 digits. Please try again. Invalid credit card expiration date Payment failed. We were unable to process your payment. Credit Card was rejected due to: Invalid Expiration date. Zero dollar payment amount entered Payment Failed. We were unable to process your payment. The payment amount that was entered must be a positive value: 0.00 No credit card number entered Payment Failed. We were unable to process your payment. Credit Card number must contain at least 15 digits. Amount: XX.XX Card Type Expiration Date: XX Expiration Year: XX

    
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