Cable Box Goodness, Maybe Not

So, lunch today saw me taking my refurbished cable box that they'd given me Friday when they set up the cable back to the local office.  I let them know that I'd also meant to sign up for a DVR, so they gave me one of the DVR cable boxes and cables, but no instructions on how it was to be setup.  Got it home, plugged it in as best as I could figure how and tried to bring up Rome on On Demand and I'm still getting blocked.  Tried going into the settings and removing all blocks, and it still won't...sigh...  Going to try calling them again this evening.  If this doesn't work, I'm going to request that they give me a brand new box instead of these refurbished units.