not receiving channels I'm paying for

One of the addresses on my account isn't receiving the channels we're paying for. The website says we are paying for X1 TV, Digital Starter Plan, 140 channels. The tenant here can only reach about a dozen channels. Specifically showed me that when he turnes to Discovery, he sees a message saying AI wasn't much help--kept referring me to answers to questions I'm not asking. How do we access our channels?