Contributor
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1 Message
"This set top box does not match the account settings" error
Help! I am getting the "account unavailable. This Set Top Box does not match the account settings." on my wired in uverseve box. The 2 other wireless boxes are not working either. Please assist!!
mibrnsurg
Expert
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20.4K Messages
10 years ago
Call the 800-288-2020 to see if they can remotely fix things?
If so, good, if not I'd ontact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485
Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.
This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.
Include your account#, email address and a good phone # (land or cell) and time to contact you on.
Check for the blue PM envelope to appear, upper right on every page, for their reply. Good luck 😉
Chris
__________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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ATTU-verseCare
Community Support
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6.7K Messages
10 years ago
Hi @hudson942
Just checking up on your post. Are you still having issues with your U-verse TV receiver showing the "This set top box does not match the account settings" error message?
- MorganCS
- ATTU-verseCare
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Robby_ICS
Former Employee
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45 Messages
10 years ago
Hi there,
When you receive the error "This set top box does not match the account settings", you will not be able to fix it by yourself because it occurs when the receiver's ID does not match with the entries in ATT U-Verse systems.
Every receiver has a unique identification number and for a receiver to work with your U-verse services, it should be listed in the ATT's system (Like an index to what's inside it). You can contact the Technical support guys and they will surely be able to fix it. I myself was able to resolve this issue everytime I got a chance to work on it. It is a rather simple issue to be fixed. What happens is, they will place a dummy order for a receiver addition (with blank ID so that the receiver that you have, register's it's ID). The new receiver will then be added in the index and will start working after a firmware update. The complete process takes less than 20 minutes but can take more time in a few cases where the order takes more time to complete.
When contacting them, include the GUID (at the bottom of receiver, either first 4 or last 4 digits), model number, total number of working receiver's and total number of receiver's that you have.
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