Your Set-Top Box needs to be properly associated with your ViaTV service.
If you see an Invalid MAC Address message or your STB is not working as expected, contact Vianet Support.
Our team may ask you to provide the Ethernet MAC address shown on your STB.
On your Set-Top Box:
Settings → Information → Ethernet MAC
Provide the displayed MAC address to Vianet Support if requested.
This follows the customer-safe portion of the internal troubleshooting procedure, which specifically directs the customer to Settings → Information to view the Ethernet MAC.