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Contributor

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1 Message

Fri, Jan 18, 2019 4:05 PM

Recorded programs lost

All of my recorded programs disappeared

Responses

Accepted Solution

Official Solution

Brand User
ATTHelp

Community Support

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127K Messages

2 years ago

HI There @Richardmc

 

We understand that your recordings are missing from your DVR.  We can help with that.  Please use the following troubleshooting steps.

 

Remote control help via the Troubleshoot & Resolve tool

  1. Press Menu on your U-verse TV remote control. 
  2. Use the arrow keys and scroll down to Help, then press OK.
  3. Scroll down to Information, and press OK.
  4. Scroll right and select Troubleshoot & Resolve.
  5. Select TV from the top menu.
  6. Choose DVR and follow the prompts.

Recorded picture freezes or program missing

  1. Press and hold the POWER button for 5 seconds to reboot your DVR. All the lights on the DVR will go out.
  2. Press the POWER button again to turn the DVR on. 
  3. Press the Recorded TV button on your U-verse TV remote to select your recorded program.

We do hope that these steps work for you.

 

Matthew, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

New Member

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1 Message

Same thing happened to our recordings. They have been disappearing for no reason and before we watched them. I believe AT&T knows the problem existed but aren't interested in supporting the Uverse customers anymore and they hope you will change services. They would like everyone to switch to Direct TV. When my Uverse is gone so will I be. Bye Bye ATT&T.

New Member

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1 Message

The same GD problem with my recordings. This is like then 4th time the DVR has, over a period of 24 hours, deleted every last recording all by itself. What a (Edited per community guidelines). You are right. ATT doesn't want to support the "wired services" and wants everyone to switch to the crappy "direct-static". It always seems to happen late in the evening or night time. I called to have a technician sent out. I made an appt. Shortly after, a lady, i guess, calls from pakistan and wants to fix the problem over the phone. I'm like, "lady, you can't replace my defective DVR/PVR over the phone. Her accent was so thick I couldn't even understand her. She kept calling back, over and over. ATT, buy a new (Edited per community guidelines)d DVR and replace these defective boxes with ones that work. Your about to lose even more customers because of your greed. There are enough services out there now that, if your DVR syystem doesn't save our programs, we have no reason to keep your cruddy service. Fix It B!

(edited)

Tutor

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3 Messages

a year ago

This did not solve the problem of my recorded programs missing from DVR. I tried what you said but when you go to the DVR prompts, missing shows is not on there and none of the other options are the problem. I want my recorded shows back that disappeared. This is so bad. 

Contributor

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2 Messages

a year ago

I am having the same problem.  My recording were showing on all 4 boxes yesterday (4/13/19)  but when I got up this morning they are only on the main tv box.

 

Contributor

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2 Messages

a year ago

The Error message is "The Recording list is unavailable"  I have restarted the box at least 4 times.

 

_xyzzy_

ACE - Expert

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15K Messages

a year ago

@chayes64 

Which box did you reboot?  Was it the dvr?  If not reboot the dvr (pull plug for 15 secs.).  If that doesn't fix it reboot the gateway (pull plug for 15 secs. and let it fully reboot) and after that the dvr again.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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3 Messages

a year ago

Thanks! But my recordings are history. I tried all of their suggestions and spoke with their technicians as well. The closest they got to a solution was them saying"Hmmm that's weird". But thanks for your suggestion anyway! 👍

ACE - Expert

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14.9K Messages

a year ago

I've never actually heard of anyone successfully recovering lost recordings.  Sorry.

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

a year ago

Ours have been deleting randomly since January.  Techs treat us like we don't know what we're doing.  It's so bad that there are only 12 recordings on there now...under 15 hours, yet things disappear nightly.  3 new DVRs, new surge protector, new modem and router, tech even rewired blue ray player 2 days and what do you know, 2 more shows gone.  What are we paying for?  This is so unacceptable, not just in service but customer service as well. 

Tutor

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3 Messages

a year ago

My programs were gone forever from the DVR. It hasn't happened again, (knock on wood!) but now not having the CBS station is worse. Also, when I call the Uverse customer service number and try to get customer loyalty in the USA, I get customer service in every other country EXCEPT America. I'm tired of speaking to people who don't understand me and vice versa and they could care less about my account, or if I'm unhappy with the service. AT&T Uverse needs to stop outsourcing customer service to save money, and definitely not pull a major network from our channel lineup just because they don't want to pay them more money. I would switch to local cable, but it's too much of a hassle and would take up my time to change out everything. Not to mention, back to the original subject, I would once again lose all of the DVR programs forever because they would take the box. It's like being held for DVR ransom!

Contributor

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1 Message

a year ago

Programs that I have recorded will not 'Play'.  The que automatically reverts to 'Do I want to Delete?'  There are many, many programs that are affected by this bombing out....  local programming as well as the History Channel, SCI Channel and others.   Please.  What is going on?  This strange anomaly has been going on for 3 weeks now.   For what we pay each month for service, this is unacceptable.

Contributor

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1 Message

9 months ago

Had about 6 hours of programs disappear between 5 and 8:00 tonight. We’re about to move to YouTube TV. Uverse service is seriously terrible. 

Contributor

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1 Message

9 months ago

Same thing for me. Just noticed it tonight.

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