What she should have told you, is that there is an additional charge for the movie above the actual movie charge if you call in and have a representative order it for you. With a phone line connection continuously connected to the receiver, you can use the remote to order and there will be no additional sur charge. I know this because i was a rep for them years ago at the beginning of it all, i left when they began to hire very young, just out of school, people, many of them on their first job, and it became necessary to follow an onscreen script as if we had no vocabulary at all and needed to be fed our lines. it just became too much to be marked down on a call for utilizing our own vocabulary to speak with people. FYI the script never worked with the elderly or non english customers.