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chefmomster2

Teacher

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17 Messages

Sat, Aug 26, 2017 2:19 AM

Uverse wireless gateway cannot be found message on app for both iphone and ipad.

For the past two days I have been unable to use the app because when I try to select the receiver I always get the message that the gateway can't be found. 

 

So far I have (All of these were done for both devices.)

-deleted and reinstalled the app

-closed and reopened the app

-rebooted

-tried the troubleshooting feature of the app

 

All along I do have the following:

-my list of recorded movies

-the ability to set up items for recording

- the correct guide for my location

-the ability to watch live shows on my devices

 

I cannot:

-use the app remote

-select a show from the home page on the app

-watch any shows on my television using the app because the app won't connect to the receiver

 

What next?

 

Responses

Tutor

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7 Messages

3 years ago

Perhaps everyone needs to tweet to @uverse about the dissatisfaction with this issue?  Seems like a social media backlash just might get them to at least acknowledge and address the issue?

Tutor

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4 Messages

3 years ago

So I decide to go ahead and call. Explained the issue, of course they try to
Get you to troubleshoot, I explained I had done that and that it was an issue with the app and I wanted to know the status. Put me on hold then came back saying they are aware and working on an update. He said they were "close" to having it ready. When I asked how long that was he said "give us a month"! I'm not expecting this to get fixed soon. My guess is they probably had a scheduled update to the app and this bug fix is getting added but the release date isn't changing. I think I may just call everyday on my way to work to ask for an update until it's fixed.

Community Support

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6.7K Messages

3 years ago

Hi,

 

Thank you for bringing this to our attention. I understand how frustrating this is, and I am looking into this issue and working towards getting it fixed. I will keep this thread updated, as I get more information.

 

David, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Community Support

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6.7K Messages

3 years ago

Hi,

 

I was able to find out that we are aware of the issue, and a fix has been developed. We are working on rolling it out as we speak. Please check to see if the features are working tomorrow. You may need to uninstall and reinstall the app. If still having issues, let me know what errors you are getting.

 

David, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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17 Messages

3 years ago

Thank you for checking on this. Customer Service was no help at all.

Mary

Tutor

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9 Messages

3 years ago

The issue seems to be resolved now.

Teacher

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17 Messages

3 years ago

Mine is working. Northwest MS, just south of Memphis 

Tutor

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4 Messages

3 years ago

Just checked and mine is now working. Thank you AT&T for getting this fixed! I didn't update my app, so there must have been a reversal of whatever change was pushed out.

Contributor

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2 Messages

3 years ago

The issue was never the app, but a firmware upgrade that was pushed automatically to the gateway. This disabled the apps ability to communicate with the gateway with respect to remote function only. The push yesterday of the bug free firmware is why the app works again.

Contributor

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2 Messages

3 years ago

this still doesnt work for me

Contributor

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1 Message

2 years ago

Been having this same issue in and off for the better part of 2 years. Different “reasons” for each support call. Happens every 4-6 months with me. 

It’s absurd...

 

...and still no response or action plan from ATT. 

Tutor

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3 Messages

2 years ago

Hello,

 

I'm having this same issue again.  I've tried resetting the wireless gateway and device, reinstalling the app and power cycling my phone.  Can you look into this problem again?  It's happening on my wife's device as well.

Contributor

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1 Message

2 years ago

I am having the same problem now. I have AT&T Uverse at my 2nd home and App worked fine the last time I used it. Is anyone else experiencing the same problem again. 

Tutor

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7 Messages

2 years ago

Same problem here.  I recently updated iOS and I am assuming that is the issue.

Tutor

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3 Messages

2 years ago

My u-verse app decided it would work today.  It appears to be fixed at least for now.

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