PROTECTED BY MESSAGES ON SCREEN

I'm having trouble with my Mom's cable.  She is 95 and I'm not sure what she does or how this happens.   I find "Protected By.....(that can end differently on some channels) on with a dark screen on stations I know are in her basic package.  It even comes up on Channel 4 which is the startup for cable.   Any ideas.   When she gets that she seems unable to move forward.  I've refreshed the cable box, etc.   Even called for assistance and no work was being done in the area.