New Motorola VIP2250 reporting only 10 hours of HD recording available.

[Tmacken]

I just got a new DVR today, because the old vip1225 died. The problem is the new VIP2250 only shows 27 hours of SD recording space, and 10 of HD. There are no recordings on the new box. I thought this box was supposed to have a 500GB hard drive. Anyone else have this problem?

[texasguy37 ACE - Champion]

Can you download and install SomeJoe's tool at the link below?

http://www.uverserealtime.com/

Once you install the tool, please post a screenshot of the Channels/Streams tab.

We can take a look at that screenshot to see if there appears that you might be an issue with the DVR.

[Tmacken]

Here's the screen shot, sure looks like there's something wrong to me.

http://imgur.com/wlgau

[texasguy37 ACE - Champion]

Thanks for posting that.  The Total Space should show 455.3 GB instead of 44.0 GB.  I have seen this happen before.  To correct, perform a disaster recovery on the DVR as follows:

1. Hold down the Power, OK and Down Arrow buttons

2. Release the buttons

The gears, not the 3 dots, will appear on the screen and the software will be reloaded.  It will take several minutes to complete.  If the gears do not appear, a disaster recovery process has not been initiated.  Please repeat the steps until you see the gears.

The above process should not delete the existing recordings on the DVR, but there is a possibility that deletion my occur.

[Tmacken]

That did it, thanks so much for your help, would have hated wasting another half a day waiting on a tech to come out. Up to 380 hours for SD and 139 hours for HD.

Thanks again

[texasguy37 ACE - Champion]

Good deal!  The information now appears to be correct.

[dave.orourke]

I have the exact same problem... brand new uverse service, VIP2250, no programs recorded, and only 10 hours of HD record time remaining.  I followed the advice to download the UV Realtime tool.  Here's the screenshot from the Channels/Streams tab: http://imgur.com/Dz26Qiv

I was really hopeful that the advice in this thread would solve my problem because my symptoms matched so closely, and the advice was so specific.  Unfortunately, it did not.  This was my experience:

1. I tried pressing and holding the Power + OK + Down buttons.  All 3 lights (green, blue, red) on the front lit up until I released the buttons, at which point the unit restarted.  But I got the 3 dots, not the gears, and unfortunately, our saved recordings were gone.  I knew this was a risk, and we only lost 6 shows, mostly kids shows, so nothing Netflix can't replace.  So after this step, I have no recordings, and still only 10 hours of HD recording time left.

2. Since my first attempt failed, and I got dots instead of gears, I decided to try again.  So I held the 3 buttons, waited about 10 seconds, and released the buttons.  The unit restarted again.  But again, I got 3 dots instead of gears.  I waited for the system to come up completely, then checked the record time and it still shows only 10 hours of HD recording, with no recorded shows.

3. Repeat step #2 again, this time holding for 30 seconds before releasing the buttons... same result... dots not gears... no change in record time.

4. So I decided to try something different... I pushed the 3 buttons, held until the 3 lights on the front of the unit lit up, then waited to see if I got dots or gears.  This time, instead of waiting for the system to come all the way up, I decided to push + hold the 3 buttons as soon as I saw the dots.  I repeated this process until I got the gears.  I think it was the 4th attempt.  Finally!  Gears!  There was a screen with a single gear on it, and a progress bar that took a few minutes to complete.  Then there was a 2nd screen with 2 gears and a progress bar that completed in less than 1 minute.  Then the system rebooted (a cycle I'm now quite familiar with).  I saw the 3 dots, the AT&T logo, the Uverse logo, etc.  The system eventually came back up, and everything appears to be in order... except I'm still showing 10 hours of HD recording left

I welcome any additional suggestions from this board.  Thanks in advance.

[texasguy37 ACE - Champion]

If the disaster recovery did not fix the problem, you may have a bad DVR.  I would recommend that you contact Technical Support at the number shown in my signature.

[dave.orourke]

Thanks texasguy.  I first tried to call the tech who installed our uverse service, because he was quite friendly and helpful.  I explained the problem, and he gave me the same advice as you... probably a defective DVR, contact AT&T tech support for a replacement DVR.  He also said that if he came back, I'd be charged $99 for the service call.  I believe he felt bad about this, but he said "that's just how the system is set up."  It was frustrating for both of us that he could help get me up and running, but that a repeat visit, even if it's to replace defective equipment from the original install 7 days ago (!), would cost me $99.  I can't believe anyone at AT&T would stand by that policy and say it makes for loyal customers... but apparently that's the company line.

So today I psyched myself up for a call to AT&T support.  First I get the automated menus.  It was actually somewhat comical.  The conversation went something like this:

Robot:  "What can we help you with today?  Please say something like... pay my bill, or change my service"

Me:  "DVR not working"

Robot:  "Do you need help with your TV?"

Me:  "No."

Robot:  "I'm sorry.  Please try again.  What can we help you with today?  Please say something like... pay my bill, or change my service"

Me:  "DVR"

Robot:  "It sounds like you need help with your TV service.  Is that right?"

Me:  "No.  Deee  Veee  Rrrrr"

Robot:  "Would you like help with your TV service"

Me:  [admitting defeat] Yes.

Robot:  "Ok, I can help you with that." What is wrong with your TV service?  You can say something like... no picture, or distorted picture."

Me:  [Silent]

Robot:  [Waits, then]  "I'm sorry, I didn't hear you.  Please try again.  What is wrong with your TV service?  You can say something like... no picture, or distorted picture."

Me:  [Silent]

Robot:  [Long pause] "I'm sorry, I still didn't hear anything.  Let me to connect you to one of our representatives who can help you.

Me:  [Jubilent] Yahoo!!

Then into the queue...

Robot:  "Due to high call volumes, you may experience a long wait time while holding for one of our customer representatives.  Your estimated wait time is [pause] 5 minutes."

Me:  "That's not too bad"

Then 3 minutes later, I get a customer rep.  She's very friendly and I quickly explain the problem.  After 10 minutes of diagnostics, she concludes that there is something wrong with my DVR, and offers to send me a replacement in 2-3 business days.  She asks for my email, which I happily give her.  All in all, it took about a half hour.  I hang up the phone, satisfied that I've got a new replacement DVR on the way, and after a little more setup, I should be good to go.

I get home, and check my email.  What?  It's already shipped.  Well that was fast.  I'm starting to feel better about things.  There's light at the end of the tunnel.  So I look at the FedEx tracking order in one of the emails.  To my horror, it says they're shipping me a VIP1225 to replace my VIP2250.  Oh no!  So let me get this straight... I'm being downgraded to a lower end DVR, one with HALF the hard drive space, when the issue I called about was the amount of recording space on my defective VIP2250.  Ugh.  I see more calls with AT&T customer service in my future.

According to FedEx, the unit should arrive tomorrow.  I sure hope it's a VIP2250, but I'm back to fearing the worst

[dave.orourke]

For anyone reading this later... I wish you better luck with your installation.

I called TechSupport again.  This time, I cruised through the automated menus with the key phrases "TechSupport" and "TV".  Within 3 minutes, I was connected to a human.  I think that's a new record for me.  Perhaps calling at 11pm EST is a good time to call?  I explained my situation... 10 hours of DVR space on original VIP2250 DVR, with an incorrect VIP1225 on the way.  On the second time through my explanation, he gets it.

The rep then took a few minutes to verify my statements with his records.  He comes back, apologizes and says that they'd be happy to ship me the correct unit.  But, doing so tonight would "mess up the order number."  I don't know why this would be true.  But I'll take his word for it.  The *last* thing I want to do is mess things up more than they are already.  The rep advised me to wait for the VIP1225 unit to arrive.  Then, I should call them back, explain that I was shipped an incorrect replacement unit, and they would be happy to ship the correct unit to me.  I just need to return both the broken VIP2250 and the (unwanted) VIP1225.

Now I'm just praying that none of this shows up on my bill.  If it does, that will be a whole separate call, and not a pleasant one, to be sure.  What a mess.

I will say this for AT&T... every human I've talked to (so far) has been understanding, sympathetic, and helpful.  The internet service has been solid so far, as has the TV service.  Now, if I can just get a VIP2250 that works...

[dave.orourke]

I regret to say, my fears are becoming a reality...

I received the VIP1225 today, just as I expected.  It arrived quickly.  I'll give them that.  It's just not the right unit, so I'm back to the phones.

The rep I spoke to last night assured me that it was a mistake that they sent the VIP1225 and that they would be happy to send the VIP2250 instead.  I should call back if I get the wrong unit.  So I did as I was told, and I called TechSupport again tonight.

Of course, I get a brand new person each time, so I explain the situation again... he checks the records to verify my story... then comes back with "Sir, please be advised that we cannot guarantee the exact model replacement when we issue a replacement order.  You would need to talk to the Sales department, and they can get you an exact replacement."  Huh?  I explain that this isn't what I was told yesterday.  He explains that he can order a replacement, but can't guarantee I'll get the same model number I currently have.  Frustrated, I tell him that I can't guarantee that I'll stick with the Uverse service beyond my 30 day money back guarantee period if they can't get me the DVR they said I'd get when I signed up for the service.

Needless to say, I'm very frustrated.  I just want the service and equipment I was promised when I signed up.

To add insult to injury... I get an email today with this subject:  

Congratulations! Your first AT&T U-verse Bill is Now Available on Video.

Seriously?  Congratulations on my bill?  Wow.  Just.  Wow.

Of course, the Sales department is closed for the night.  I'll give them a call tomorrow, and maybe, just maybe, they can make things right again.  But man... what a hassle this has been.

[RCSMG ACE - Master]

Dave send a PM to ATT Customer Care and explain to them what your issue is.  They are an escalation team that has more reach than Customer Service.  They will reply to you via PM as well so watch for the message notification alert on the little blue envelope on the forum page.

[antman_2]

Wow! I'm sticking with my trusty vip1225! 

[RCSMG ACE - Master]

---

antman_2 wrote:

Wow! I'm sticking with my trusty vip1225! 

---

There were times when I was thinking my problems didn't begin until I got rid of my 1215 for that first 2250.  But now I don't have any complaints.

[dave.orourke]

Thanks texasguy.  I did as you suggested and sent a PM to Customer Care.

As an aside... I tried to record the SuperBowl last night.  I started recording just before 6pm EST, and extended the timer an hour beyond the end of the game, planning to watch the game time-shifted, after my kids went to bed.  At about 11:30pm, I realized that the recording I was watching was only 3hours 38min in length, and that the recording had stopped prematurely.  Oh no!  The recording ended just before the 4th quarter started, and it was too late by the time I realized it.  So I missed it.   I hear it was an exciting 4th quarter.  I checked the recording space remaining, and it was at 60%, so I have no idea what happened.  It could be user error.  I am human.  I do make mistakes.  But I was really careful not to do anything that might anger the DVR, as I was really looking forward to watching the game. Sigh.

So today, I'm back to trying to get this resolved.  I'm still hoping someone from AT&T will hear my plea.

I will post the resolution... good or bad... on the hopes that some of this info may help another Uverse subscriber out there.

[ATTCustomerCare]

Hi-This is CathyW. I just replied to your private message in regards to your concerns. Thanks! ^CathyW

[dave.orourke]

As promised, here's my update to this thread, for those following along later...

First off, thanks to RCSMG for the suggestion to contact ATTCustomerCare.  Thanks to CathyW from ATTCustomerCare for your help connecting me with Chris, a manager at ATT.  Finally, thanks to Chris for your help in getting this issue resolved.

Here's what has happened...

Chris (a manager with AT&T) contacted us last week, and spoke with my wife.  He was friendly, and helpful, offering to send a tech to our house to swap out our broken VIP2250 with a new one, at no charge to us.

As promised, the tech came the next day, and replaced the broken VIP2250 with a new one.  He hooks it up, and voila, 136 hours of HD record time available!  The tech took the broken VIP2250, but would not take the VIP1225, still in the original shipping box.  Oh well, at least we have a working DVR... or so I thought.

While he was at our house, the tech noticed an extra wire outside the house, and scheduled a line tech to come fix that problem.  Apparently, this was degrading our signal, and could lead to other problems if it was not serviced.  The line tech came the following day, and all work was done on the exterior of the house, in the AT&T boxes near the street.  I did not notice any change in the quality of our service (not better, not worse), but I do appreciate the extra effort to fix something that they found.

The next day is Saturday, and I decide to record some college basketball in HD.  I use the remote to power the system on, find the game in the guide, and hit the record button.  It says "Recording" at the top of the screen, so I tune to a different channel while it records.  10 min later, I try to watch what's been recorded, only it's not there!  Hmmm... that's odd.  I try again... only this time is says the program is already being recorded.  But it's not in the list of recordings.  Then I notice pause isn't working either.  It says "Pause is temporarily unavailable.  Please try again."  So I try again, but of course it doesn't work.  I wait 5 minutes and try again, but it still doesn't work.  The Rewind button doesn't work either.  So I decide it's time for a reboot.

I hold the power button for 10 seconds, it reboots, and when it comes back up, I can now pause/rewind/fast foward live television.  Phew.  The DVR also realizes that it *should* be recording the basketball game, and it starts recording.  I check the list of recordings, and now it shows up, so I let it record and watch a different channel.  20 min later, I go to the game in the list of recordings (in progress), and start watching from the beginning.  A few minutes into the recording, all of a sudden, the screen goes completely black, and my TV shows "HDMI - no signal".  Seriously.  I double check all cables, and everything's connected.  So I decide it's time for another reboot.

Same routine... I hold the power button for 10 seconds, it reboots, and comes back up.  Again, I can pause live TV, and again, the DVR realizes that it *should* be recording the game, so it starts a new recording.  I check the listing of recordings, and now I have 2 separate entries for the same basketball game: the 20 min partial recording, and the new one, just started.  Ok, no problem.  I'll just watch both.  So start watching the 20 min partial recording.  About 10 minutes into it, but not at the same point as before, the screen goes black again.  Same thing... "HDMI - no signal" shows on my TV indicating it's not receiving a signal from the DVR.  Once again, it's time for another reboot.

So one more time... it reboots, comes back up, and starts recording the game again.  Checking the list of recordings, I now have 3 recordings of the game: the 2 partial ones, and the recording of the live program.  At this point, I give up on recording the game.  So I stop the live recording, and delete all 3 recordings.

Some positive news... it's now early morning Thursday, which marks 4 straight days (!) with no VIP2250 malfunctions.  I still don't know what caused all the problems last Saturday, and my confidence in the new VIP2250 is shaken.  But I'm thankful that it seems to be working... for now.

So this just leaves us with the VIP1225 that I now need to return to AT&T.  My wife called Chris (the AT&T manager) to see if he could help us with the return.  She got his voicemail, saying he was on vacation.  So she called AT&T customer service, who gave her an order number (which my wife repeated back), our account number, and told us to take the DVR to a UPS store and tell them it's an AT&T return.  Today, I did as instructed, only the UPS store has no record of the order number.  Aaargh!  I called Chris (the AT&T manager) from the UPS store to try to straighten it out, but unfortunately got his voicemail with a message saying that he was out of the office on vacation.  So I wasted my lunch hour taking the VIP1225 to the UPS store, only to leave with the DVR still in my arms, and another mess to sort out.  Ugh.

So that's what has transpired.  I'm honestly not sure what to do.  The people at AT&T have been helpful, and courteous, and they've not charged us anything extra for the service calls.  But then again, we're almost at 1 month since our service started, and I'm still in posession of a VIP1225 I did not want, and a VIP2250 that sometimes flakes out.  To date, we have received no rebates or discounts for the malfunctioning DVR, or for the 10+ hours of time we have spent working with AT&T trying to make things right.

I paid my bill tonight, and felt ripped off.  It may be time to get out that contract and read the fine print.  Dish Network wants us back, and their offers are starting to look pretty attractive.

Sorry for the long post.  I do appreciate all the help from this board, and from the people at AT&T.  As before, I'll post the resolution... good or bad... and I'll try to keep it more concise next time.

[RCSMG ACE - Master]

Thanks for letting us know how things worked out.  Feel free to post whenever you have any questions, comments, or concerns.  There are people who are ready willing and able to offer you help.  Enjoy.

[dave.orourke]

Thanks RCSMG.  Sadly, our new VIP2250 (the 2nd unit we've tried) locked up on us 3 times last night.  But that's a different issue from the original topic on this thread, so I'll post to another thread.  Your help is very much appreciated.